Expedia Inc

February 20,
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: O-***
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 *** *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr*** is requesting a refundOn February 14, 2017, we received receipt of the Revdex.com complaint
Our records reflect on February 4, 2017, the customer self-booked a flight reservationTravel was on United Airlines, departing February 7, 2017, from Anchorage, Alaska to Dallas, FtWorth Texas; and returning on February 17, 2017, from Dallas, FtWorth Texas to Anchorage, Alaska with American Airlines operated by Alaska Airlines, via itinerary number ***The customer is stating they selected premium economy; however the customer only received economy for the flight reservation
Upon further researching this matter, we can confirm on February 22, 2017, the customer contacted Expedia advising that he selected premium economy; however only received economy for the flightExpedia advised the customer that their itinerary confirmation that was sent, shows as economy
Expedia was able to review the customer’s booking session that was made on February 4, During the booking path on our website, the customer selected economy and completed the flight for that class of serviceThe customer did not ever select or change the class of service to premium economy
Since the customer did receive the correct flight serviceExpedia 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***
Corporate Customer Service

Re: Expedia Case #: ***
Dear Revdex.com,
Expedia has received updated information from *** rental car regarding the refund request for *** *** has confirmed the customer did not use the car rental
On September 22, 2016, we processed the refund in the amount of $on to the original form of payment
We thank you for allowing us to address this matter further
Sincerely,
Delia K***
Tier Customer Service

Complaint: ***I am rejecting this response because: even though my flight does say it was through Aero Mexico I paid in full the whole package deal to Expedia.com So Expedia.com should refund my ticket money and Expedia.com should deal with Aero Mexico about who owes who because I purchased the package with Expedia.com not Aero Mexico. Sincerely,*** ***

May 6,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
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 *** *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms*** is requesting a refund On April 16, 2016, we received receipt of the Revdex.com complaint
Our records reflect on April 12, 2016, the customer self-booked a hotel reservation, using Expedia.com. The hotel stay was at the Diplomat Resort & Spa Hollywood, chedate April 16, 2016, check-out date April 17, The customer is stating, she canceled the reservation in error and contacted Expedia to reinstate the booking; however Expedia was not able to reinstate the booking and only provided her with a partial refund
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 purchasingShould 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
Upon further researching this matter, we can confirm on April 15, 2016, the customer contacted Expedia, advising she canceled the reservation in error and requested to reinstate the booking. Our agent advised the customer, that the reservation was nonrefundable and Expedia could not reinstate the booking. Our agent advised the customer, as a one-time courtesy, they could process a partial refund in the amount of $ The customer did agree
In reviewing Ms*** account, the refund was processed on April 15, in the amount of $141.52.
The hotel reservation was inside the cancelation window and was nonrefundable; once a reservation is canceled neither Expedia nor the vendor can reinstate the reservation 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 booking purchased 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***
Tier Customer Service

July 31,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing
us to address the comments and concerns which have been brought to our attentionExpedia, Incis 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 June 11, 2017, Mr*** booked an Expedia booked a roundtrip flight from Los Angeles, California to Madison, Wisconsin departing on July 16, 2017, and returning on July 21, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative
We understand from Mr***’s complaint that an error was made to the name on his airline ticketHe stated that TSA would not allow the error and sent him back to *** Airlines to have it corrected*** charged him $to correct the ticketMr*** wants Expedia to refund the $fee, stating that it was our error
When acting as their own travel agent, it is their responsibility prior to completing the purchase, to review and verify all travel details, including but not limited to each traveler’s full name as it appears on their government issued identification
Please note that Expedia serves as a third party intermediary the airline; in this case *** Airlines is the merchant of record (i.ethe company who charged the customer’s credit card) and as such accepted the funds for the purchaseMr*** will also see the airlines name in the transaction information of his credit card statementAs *** Airlines was the merchant of record, they are also the party to set policy regarding their ticketsWe are bound by these rules and policies and must adhere to them
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Corporate Correspondence Team

Complaint: ***
I am rejecting this response because: I contacted Expedia before my trip when I discovered that they were advertising something which didn't exist (i.ea smoking room at Hotel Monaco). I forwarded the email from the hotel to substantiate the claim that it is a non-smoking facility and Expedia instead ignored my plea at that time to book me elsewhere or give me a credit. I also asked for a phone number fr Expedia so we could talk by phone and help them understand that they were falsely advertising the possibility of a smoking room. Expedia's representative responded that they had already responded and they refused to help me further despite repeated emails before my trip occurred. Terms of service or no, here is the problem: 1) Expedia advertised something which doesn't exist2) When brought to their attention before my trip in an attempt to find a resolution, they ignored my assurance that Hotel Monaco is a non-smoking facility (despite the email I forwarded) and told me they had requested a smoking room from the staff -- not a solution at all;3) When I asked for a phone number to speak to a representative at Expedia, they refused and said they had already responded, even though I was assuring them (still quite a few days before my trip) that they had sold me an option which didn't exist.4) Expedia still as of right now advertises the hotel as having smoking rooms! They've confirmed with the hotel that it's a non-smoking facility yet continue to offer smoking rooms. This is indicative of the lack of integrity at Expedia. I have a hard time believing that Expedia will duck and hide behind "terms of service" for advertising an amenity which doesn't exist, when they were alerted more than a week in advance that I was requesting some other accommodation while there was still time to do something about it; and that when they refused to continue to work with me by not responding to three emails in January and my earlier request to speak with someone by phone. Clearly the right thing to do was to make accommodations, but instead I was dismissed rudely and cut off from their customer service process until other accommodation was too late. Here is the current listing: Room cleanliness: very good! Queen BedInternet - Free WiFi Entertainment - y 40-inch LCD TV with cable channelsFood & Drink - Room serviceSleep - Blackout drapes/curtains and turndown service Bathroom - Private bathroom, free toiletries, and a showerPractical - Free local calls and safeComfort - Daily housekeepingSmoking/Non Smoking
Sincerely,
*** ***

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

December 21, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us
time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr*** *** (Revdex.com case number ***) regarding a flight reservationOur records indicate on July 16, 2016, the customer self-booked a non-refundable flight reservation using the Expedia.com websiteTravel was with *** Airlines, *** *** and *** ***We understand from the complaint, the customer is requesting a refund due to the customer entering a name incorrectly on their flight reservation while booking flights onlineDuring the booking process, once the customer selected their preferred flight, the following flight details page noted the following important information concerning the reservation: • Tickets are nonrefundable and nontransferable In addition, as the booking process progressed and the traveler information was being entered, the Expedia website advised the travel arranger: • Important: Travelers names must match your government-issued photo ID exactlyAs Expedia is an online travel website, we give the customer the capability to choose the dates, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchased*** *** was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaThe customer contacted Expedia regarding this issue and was advised of the airlines terms and conditions agreed to at the time of bookingSeveral times Expedia contacted *** *** directly on the customer’s behalf and were advised by the airline that they would not release a waiver code and the customer would need to rebook the flight with the correct name-ticket will be forfeitedSince Expedia is not the merchant of record, we must abide by the airlines rules and regulations agreed to at the time of booking, and as no error was caused by Expedia, no refunds or compensation will be offered regarding this matterWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S*** Corporate Customer Service

I accept a partial solution from the expedia because just saw a refund for the and still waiting for the charged to my card for the second reservation
*** ***

Complaint: ***I am rejecting this response because:
I had to pay a LOT more for the ticket change since I had to go to Air France to do it and could not use Expedia and receive the lower Expedia advertised price.I had a short time frame with expedia to change the flightI was not focused on the insurance, I was focused on changing the flightI was told by Expedia that I had to wait for a supervisor to make that flight change and that I could not do it myself on their website by using the "change flight " link. I made over calls to expedia over 2-days and waited between minutes and minutes each timeExpedia hung up on me each time and I had to start over each time
I should have been able to change the flight using their linkThey should post on their website the fact that you cannot change a flight using their link, then it would not mislead peopleI paid about $1,more for the flight using Air france to change itIf I could have used the Expedia site and price, the ticket change would have been only about $moreExpedia owes me $1,for not allowing the ability to change the flight, as they advertise.Sincerely,* ***

September 4, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns
which have been brought to our attentionExpedia, Incis 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 ** *** (Revdex.com case number ***) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier Customer Service

Complaint: ***I am rejecting this response because:The policies and guidelines mentioned through Expedia are disappointing to say the leastWhats even more disheartening is Expedia is unwilling to award a few points to keep a loyal customer happy.Furthermore, Expedia's customer service representatives, including *** ***, where very rude and unprofessionalI only heard back from Expedia when I contacted the Revdex.com.Thank you for making my decision to move to *** and *** an easy one!Sincerely,*** ***

October 20, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-*** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms*** *** (Revdex.com ID # ***) regarding a flight reservationWe understand from the complaint, the customer is requesting assistance in regards to a refundUpon receipt of the Revdex.com submission, we have verified this issue was previously resolvedAs recent as October 19, 2015, the customer contacted Expedia requesting verification regarding her airline refundThe assisting representative sent an email to: *** documenting the previous refundExpedia strives to provide the highest level of customer service, and we regret we were unable to resolve Ms*** issue immediately during her first call, and the service she received was less than satisfactoryWe ask her to please accept our apologies in regards to her recent experience and we regret any inconvenience that may have occurredWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S*** Tier Customer Service

Complaint: ***I am rejecting this response because:Sincerely,*** ***
I trusted the site The day I purchased the tickets it said it is refundable I did not see the small print on the confirmation they sent later I would of felt no need to look During the purchasing process is when it said these tickets are refundable I never expected that to change or I would not have purchased the tickets I just expected them to send a email of the confirmation of flights(not add a change in my refund) that I clearly saw refundable at time of purchase! They tricked me and have a history of doing so We do not fly, my daughters have a change of transportation plans I don't purchase tickets that are not refundable This company is merely continuing to manipulate just with new tactics The day I paid for my tickets, it said refundable, that is what I purchased They changed my purchase and I did not say that was okay by sending me a email that I thought was flight plans, not something that they say they had the right to do and change the refund status Again I purchased refundable tickets I consider their arguing this as abuse *** ***

Complaint: ***I am rejecting this response because: I was told the below message on here, yet my refund was only for $When clearly the below message (a response from another Revdex.com complaint ***) states I am supposed to get $per ticketI had tickets so the total should have been $Where is my other tickets refund?
Just want all my moneyAgain I know how ACH worksThis should take more than a couple of days.Sincerely,*** ***

July 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to
address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from *** *** (Revdex.com ID number ***) regarding a hotel reservationOur records indicate on May 13, 2016, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the CITIC Hotel Beijing Airport from May 27, 2016, to May 28, We understand from the complaint, the customer is requesting a full refundUpon receipt of the Revdex.com submission, we verified on June 1, 2016, the customer contacted Expedia requesting a refund due to issues during their hotel stay including charges for dinners they did not receiveExpedia apologizes for the dissatisfaction that the customer experiencedExpedia.com acts only as an independent reservations agent for hotelsIf one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us immediately which enables us to attempt to find a resolution at that timeHowever, we do not show that the customer contacted Expedia during their stayAt that time, the assisting representative contacted the hotel on the customer’s behalf requesting a refundThe hotel advised Expedia that they would contact the customer directly with regards to the complaint and further discuss compensationAs Expedia was charged for the reservation in question, and as the hotel stay was fully utilized, Expedia is unable to issue a refund as requestedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S*** Tier Customer Service

January 26,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding an expected hotel promotion
The customer’s complaint does not provide an itinerary number and the email provided did not return any bookings. We did find an alternate email under his name: ***@hotmail.com which allowed us to locate one booking, Itinerary # ***, at *** *** checking in January 15, and checking out January 17, 2017, a two night stay. We can find no offers in our system for this hotel, however if we were able to duplicate and confirm the customer’s claim, a two night stay at $per night would be $36.00, not the $he is asking for
As we are not able to locate any offer for *** *** in our system or on the above itinerary, we are unable to offer any compensation. If this itinerary is not the one he is referring to, he can reply with the correct one and we will review again, or if this is the one he is referring to and he has something he can sent that shows there was an offer for food credit on his itinerary, we will be happy to honor that for the days he stayed at the hotel
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***
Tier Corporate Customer Service

October 12,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com
allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis 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 October 2, 2016, Ms*** booked an Expedia Vacation Package which included travel insurance, roundtrip flights from Tri Cities, Tennessee, to Chicago, Illinois and a two-night stay at the *** *** Chicago from October 14, 2016, through October 16,
We understand from Ms***’ complaint that she needed to change her flight and hotel reservation due to an emergencyShe state that she’d also purchased travel insurance to cover all changes and was denied help and after escalating to a supervisor, she was placed on hold for hours and hung up onShe asked that we call her to assist which we did on October 7, When we contacted Ms***, she elaborated on what transpired during her attempt to change her packageWe informed her that another channel of Expedia had already received a complaint and would have to be the party to address her concerns, but during the conversation; we assured her that someone from that department would review the matter and call her
An Expedia representative reviewed the package and our records of what transpired and contacted Ms*** with their findingsThey advised that they were able to assist by assisting her with the requested changes, but that fees would applyAlthough Ms*** purchased travel insurance, the insurance would only cover the airline penalty of $per passenger and any increase in fare and lodging would be passed on her to herMs*** requested to speak to the representative that she spoke to on the morning of October 7, Per her request a call was made to her but, there was no answer and her voicemail box was full
After researching the details of this complaint, we have concluded that no errors occurred during our conversations with Ms*** and that penalties would apply in the event that she wanted to change her package
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Tier Customer Service

May 30, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe 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 *** *** (Revdex.com case number ***) regarding their reservation
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service

Complaint: ***I am rejecting this response because:I do not think Expedia understands that my complaint is about their misleading advertising and their approach of having a price alert which obviously provided horrible and incorrect information which actually led to my purchasing the tickets If a business advertises a product for sale and states "the price of the item is likely to go up 40% in the next two days" I am going to trust the information and buy accordingly That is what I didAnd then a business gives fraudulent advice and the price is actually lowered by 20% I think they would have many irate customersExpedia needs to stop using their price alert as a way to persuade ticket buyers to buy now when their advice is wrongI fully understand the response about terms of use and hour refund policyThis is fraudlent advertisingAnd then Expedia simply blames it on the airlines? Its like going gambling..yes I have a chance to win or lose...I dont see how they are legally permitted to give buyers advise like that and get away with it Also the emails I get say members special rates, whaich again are fraudlentyou get the same rate if you sign in or if you dontShame on you Expedia for your shady advertising practicesI will never use your service againI also will be posting my experience thru online social media and at my workYou are not willing to give an honest refund or admit to your shady price alerts and thats finein the long run more and more people will report this and you will lose more and more customers Funny how expedia mentions they get the price alert info from airlines databases, but on the airlines websites they do not use some pathetic price alert message that gives informationBottom line I am still requesting the refund because your advertising is a scam and should be considered dishonest I fully give the Revdex.com my permission to post my messages on their website so future consumers will be aware of Expedias shady and dishonest practices with zero help from customer service who just cut and paste the terms of use and best price guarantee goodbye Expediathanks for your dishonesty and poor adviseId do better buying a lottery ticket or gambling at a casino than using your price alert system. Sincerely,*** ***