Expedia Inc

January 27, 2016
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for your response. We have reviewed the documentation/new information Ms. [redacted] provided to further address her concerns.
The customer booked two one-way ticket, both Frontier Airlines and Spirit Airlines were the merchant of records, and the companies that charged the customer’s credit card. Both airlines are Low Cost Carriers and based on their fare rules, which the customer agreed to at the time of booking, stated changes and cancellations must be made directly with the airline. We hope you understand we have to abide by their rules and regulations.
Expedia works with a live flight inventory that is constantly updated with each airline availability. In reviewing the transaction history for the Spirit Airlines flight segment, it appears the system was updating prices thus the tickets were returned as unconfirmed. However, the system did update the same day and confirmed the tickets on October, 29, 2015. We have no record of the customer being advised until Ms. [redacted] contacted us on January 4, 2016. At that time the Spirit Airline flights was outside the 24-hour courtesy window. While the Frontier Airline tickets were confirmed, Ms. [redacted] should have contacted them directly if she wanted to cancel.
Our goal is to provide and or exceed excellent customer service. We apologize if the service received was less than satisfactory. As Ms. [redacted] was not advised the Spirit Airlines flight was confirmed, we will honor a refund request for those tickets only. As the customer was charged directly by the airlines, we ask that she provide us a copy of her bank statement that reflect these charges. Upon receipt, we will review for refund consideration. The bank statement can be submitted via the Revdex.com complaint system.
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,
Delia K[redacted]
Tier 3 Customer Service

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

June 15, 2015 Revdex.comAlaska, 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 ourcustomer. We appreciate the Revdex.com allowing us to address...

the comments and concernswhich have been brought to our attention. Expedia, Inc. is disheartened thecustomer felt their concerns were not resolved adequately by our company priorto seeking further actions from you.Our records reflect that on April 22, 2015, Ms. [redacted] booked roundtrip flights fromHartford, Connecticut, to Liberia departing August 22, 2015, and returning onAugust 28, 2015. We understand from Ms. [redacted] complaint that her flight was affected by anairline schedule change. The merchant of record [redacted] Airlines (the party whocharged the customer’s credit card) offered two options to replace the originalflights. One option would allow the travelers to still arrive in Liberia onAugust 22, 2015, but with a 13 hour layover in Atlanta, Georgia. With the otheroption the travelers would not arrive in Liberia until 10:00pm on August 23,2015. Ms. [redacted] accepted the change with the 13 hour layover in Atlanta, Georgia. Ms.[redacted] explains that she is aware that schedule changes are initiated by [redacted]Airlines, but she is requesting that Expedia cover the cost of an overnight stayin Atlanta, Georgia because she was unhappy with the level of customer serviceshe received from our representatives. We apologize for any lack of service that Ms. [redacted] received while trying to addressher situation. It is never Expedia's intent to mislead or to causeinconvenience to our clients. Please be advised that Expedia does not have adirect control over the flight schedules of the airlines especially regardinginvoluntary schedule changes. While we understand Ms. [redacted] concerns, we do not see any error by Expedia and as aresult, we are unable to honor her request of a refund. However, in discussingthis matter with our Customer Service Department, Expedia, as an offer ofgoodwill, we would like to offer a $100.00 Expedia Travel Coupon that can beredeemed toward the future purchase of an Expedia Special Rate Hotel either asa standalone reservation or in a Vacation Package. The coupon is valid for oneyear from the date of issue and is immediately accessible within Ms. [redacted]account.We thank you for allowing us the opportunity to address the issues that werebrought to our attention. If you have any further questions or concernsregarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

November 28, 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 pending authorization.  We understand Mr. [redacted] is requesting that Expedia release the pending authorization. On November 25, 2016, we received receipt of the Revdex.com complaint.
 
The customer is stating they are seeing several pending authorization’s on the customer’s billing statement.
 
In reviewing the customer’s account, on November 24, 2016, the customer attempted to self-book a reservation. The customer used three different forms of payment, one a Master card ending in [redacted]. The credit card had three authorizations in the amount of $24.00 each.
 
The other form of payment was a Visa ending in [redacted]. This credit card had one authorization in the amount of $1.00. The last form of payment was a Discover card ending in [redacted]; this credit card had fifteen authorizations in the amount of $24.00 and five authorizations in the amount of $1.00.
 
On November 24, 2016, all the pending authorization were reversed. The customer was not charged for any reservation.
 
Expedia works from a live inventory and prices and/or availability can fluctuate.  The reservation is not confirmed, until it is booked. 
Expedia serves as a third-party intermediary for travel providers such as hotels, care rental agencies, and airlines, and are subject to the rules and restrictions of those providers. 
When a customer makes a purchase, Expedia applies a credit authorization toward the credit card to determine if the card is valid. This is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is different. Although the credit card authorization is attempted on our website, they are not charges from Expedia.
Expedia has no control over the timeframe for the pending authorization’s to be removed from the customer’s billing statements.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I've received emails from Expedia on 1/19 and 1/21 requesting that I mail a hard copy of my receipt to their Las Vegas office.  Also, the message I received through Revdex.com states the $50 certificate has been added to my Expedia account. The statement by the Expedia rep through Revdex.com is in the past tense, but checking my account today, the $50 is AWOL.  I assume it will be added at a future date.  I have written to the corporate office about the mishandling of this entire affair.  Someone in authority needs to know that the primary function of Expedia customer service is to invent ways to deny a customers Best Price Guarantee claim.  If you think I overstate, just Google Expedia complaints.  There are innumerable complaints just like mine.  
I'm grateful to Revdex.com for assisting me.
Sincerely, [redacted]

October 12, 2015 Revdex.comE.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. ...

Weappreciate the Revdex.com allowing us to address the comments and concerns which havebeen brought to our attention.  Expedia,Inc. is disheartened the customer felt their concerns were not resolvedadequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted]and [redacted] (Revdex.com case number [redacted]) regarding a refundrequest.  We understand the [redacted]are stating the hotel was not acceptable and they didn’t use their reservation.They are asking for a full refund.  On October12, 2015 we attempted to contact the customer to acknowledge receipt of theirRevdex.com complaint. Our records indicate on July 6, 2015 the customer bookedreservations for two rooms at the [redacted], Manzanillo, Mexico toarrive on July 11, checking out July 13, 2015. The customer is reporting the hotel grounds were not clean and presenteda health issue due to mosquitoes breeding in trash on the grounds and beach.   The cancellation policy agreed to by the customer at thetime of booking states:Cancellation and Change Policy:Refundable  Cancellations orchanges made after 11:59 PM local hotel time, Friday, July 10, 2015 aresubject to a hotel fee equal to 1 night(s) plus taxes and fees.Cancellations or changes made after check-in aresubject to a hotel fee equal to 100% of the total amount paid for thereservation. On October 12, 2015 Expedia contacted the [redacted]to advocate on behalf of the customer, asking for permission to refund the twobookings in full. The hotel did not feel the complaint was accurate, but as acourtesy they approved a refund of one night for each reservation, retaining aone night cancellation penalty for each room.  On October 12, 2015 Expedia processed two refunds; $130.02for one night on Itinerary [redacted] and $ 199.37 for [redacted], backto the customer’s original form of payment. The time it takes for the credits to be available in the customer’saccount depends upon how quickly their bank processes refunds.  Expedia.com serves as a third-party intermediary for hotelproviders and as such, we must abide by and enforce the terms and conditions,and decisions, set forth by our partners. Although we regret to hear that the hotel did not meet the customer’sexpectations, we are unable to offer any further refunds or compensation forthese reservations, in addition to the hotels approved one night refunds. We thank you for allowing us the opportunity to address theissues 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 13, 2018   Revdex.com Expedia – DuPont, WA 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 missing hotel reservation.   Our records indicate that on November 17, 2017, Mr. [redacted] or an authorized user of the account, booked a seven night stay online via Expedia.com, at the Westin Princeville Ocean Resort Villas, checking in on December 31, 2017, and checking out on January 7, 218, under itinerary [redacted].   We understand from Mr. [redacted]’s complaint, that upon arrival he was informed that the hotel cancelled his reservation on December 28, 2017, due to overbooking and he is requesting refund in the amount of $1700.00 and replacement tickets for two travelers from LAX-HI.   Upon receipt of Mr. [redacted]’s complaint, we investigated the issues which were brought to our attention. We can confirm that on December 31, 2017, Mr. [redacted] contacted Expedia’s customer service department for assistance with his hotel reservation. Mr. [redacted] informed our representative that the hotel cancelled his reservation as a result of overbooking. At that time, our representative reached out to the hotel and advocated on behalf of Mr. [redacted] why his reservation was cancelled. Our representative was advised by the hotel that they would accommodate Mr. [redacted] for the night of December 31, 2017, as the hotel is overbooked. Our representative then transferred Mr. [redacted] to our lodging operations department to be relocated at no additional cost.   Please note that 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, in this case, the Westin Princeville Ocean Resort Villas,.   Further, our Terms of Use provide:   The carriers, hotels and other suppliers providing travel or other services on the Services are independent contractors and not agents or employees of the Expedia Companies. The Expedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.   Based on the above, Travelocity is unable to honor Mr. [redacted]’s refund request or his request to provide airfare for two, however, as a gesture of good faith we have applied an Expedia travel coupon in the amount of $100.00 to his Expedia.com account. The coupon is valid for one year from the date of this response and good toward any Expedia special rate hotel or vacation package.     Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.     Sincerely,     LaToya J[redacted] Corporate Customer Service

September 11, 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 hotel reservations.  We understand the customer is disputing the amount quoted and charged for three recent itineraries. On September 11, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint.
 
Our records indicate on July 29, 2015, the customer booked three hotel itineraries via phone with an Expedia representative; itinerary #[redacted], itinerary #[redacted], and itinerary #[redacted]. All three itineraries were booked for the [redacted] Kansas City, MO Near [redacted] in Kansas City, Missouri, checking-in on August 2, 2015 and checking-out on August 14, 2015. Itinerary -[redacted] was for three rooms totaling $2470.50, Itinerary -[redacted] was for one room, totaling $791.28, and itinerary -[redacted] was for eight rooms, totaling $6588.00.
While we were unable to confirm the quoted amount at the time of booking, Expedia is willing to issue a refund of $823.50 as an offer of good-faith.
A refund in the amount of $823.50 was issued on September 11, 2015 to the original form of payment. The time it takes to post to the account is dependent on the bank’s standard refund timing.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Britt M[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: there was nowhere during my purchase a hint or the information about that the ticket cannot be cancelled. It states on the Expedia homepage that Air Berlin tickets can be cancelled for a fee ranching from 150-200 USD.Sincerely,[redacted]

October 23, 2017
 
Revdex.com
Expedia.com – Dallas and Northeast Texas
Complaint Department
 
Re: Expedia Case #: O-145175
 
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 responding to the consumer complaint from Volkan Yetmisbir (Revdex.com complaint #12426256) regarding the customer service issues.
 
After further researching Mr. Yetmisbir’s complaint, we are unable to pinpoint or find the exact recording as well as a supervisor contact case related to the information provided on the complaint.
 
At this time, we are requesting Mr. Yetmisbir submit the itinerary number and or the email address used to book the reservation related to a $447.60 charge.
 
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 Anderson
Corporation Customer Service

Complaint: [redacted]I am rejecting this response because I did cancel on the 20th online thru Expedia. I only contacted the hotel on 9/23 to inquire because they called and asked if I was still making my reservation that evening. That's when I called and stated that I cancelled this hotel reservation and they stated that they received nothing from Expedia and that I need to contact Expedia. . Also Expedia didn't advocate for me with the hotel at all. The person that we spoke with though Expedia hardly knew what we were asking. They just kept repeating the same thing over and over agin, clearly reading from a script and not addressing my husbands concerns so how can you advocate for us to the hotel when you didn't understand him???! I was a loyal customer with Expedia used them for all my travel plans in the past but will never use them in the future. Also have read previous complaints and I am not the only one that has had this issue before with Expedia. Many have experienced having cancelled reservations and they ended up not being cancelled and then having to pay for services that were not received. So it's not just my experience. They really need to work on their customer service and their handling issues when they are in the wrong!!!! Will never use them again. Sincerely,[redacted]

June 1, 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 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 case number [redacted]) regarding flight reservations. We understand the customer is requesting a refund of $200.00, as they feel there is a discrepancy in the amount of the airline incurred change penalty.
Our records indicate on March 17, 2015, the customer booked flight reservations – itinerary [redacted] – using our self-service tool on the Expedia.com website. Travel was on [redacted], departing June 15, 2015, from Sao Paulo, Brazil to Boston, Massachusetts, returning September 16, 2015, for two passengers. The customer booked the Stress Free Flight Insurance in conjunction with their flight reservations.
Upon further research, we were able to confirm on May 13, 2015, the customer contacted Expedia to inquire about cancelling their flight reservations, at the time the assisting representative advised the customer that Expedia no longer has control of the customer’s reservations, as they contacted [redacted] Airlines directly to inquire about making changes. The customer was advised they would need to contact [redacted] Airlines directly, as Expedia no longer had the ability to see or make changes to the customer’s flight reservations. At this time, the customer was provided with the phone number and confirmation number for [redacted] Airlines, the assisting representative did not advise the customer an amount for change penalty.
Upon booking the flight reservations, the customer was advised of the following terms and conditions:
Tickets are non-refundable and non-transferable.
Tickets will incur a $300.00 per person change penalty, plus any increase in airfare at the time tickets re reissued.
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 and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary.  It is our customers’ responsibility to review all rules and regulations prior to booking any travel.
 
We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customer’s concern regarding the change penalties associated with her flight reservations. At Expedia we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us.
 
However, we know that there are some instances when policies associated with offers on our website cannot allow for a resolution that is more favorable to our customers. We only want to convey that we are able to provide our customers with the necessary information related to their purchase/requests. As such, we stand by our previous decision and are unable to offer any compensation on this matter.
 
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,
 
 
[redacted]
Tier 3 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 Ms. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on June 5, 2014, the customer self-booked a flight reservation for two travelers using Expedia’s website, itinerary [redacted]. Travel was with [redacted] from San Francisco, CA to Manila, Philippines, departing on October 29, 2014. Prior to travel departure the customer contacted Expedia and cancelled the ticket for one of the travelers, [redacted], receiving an airline credit for future use in the amount of $1009.50. Ms. [redacted] states she was advised by Expedia that she has until October 29, 2015, to utilize this credit. Upon contacting Expedia in July 2015, Ms. [redacted] was advised that [redacted] will not allow the credit to be used as it had already expired. We understand Ms. [redacted] is requesting a refund of the airline credit, minus the airline imposed penalty fee of $200.00, as she is no longer able to utilize the credit towards a new booking.
We have verified that at the time of cancellation Expedia contacted the airline to verify the ticket credit validity and was provided the same information forwarded to the customer. However, when contacted again to utilize the credit, Expedia was advised that the credit value was lost. 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. [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card). We hope you understand we must adhere to the policies dictated by the airlines.
As Ms. [redacted] was advised she has until October 29, 2015, to rebook, but the airline credit could no longer be utilized, Expedia issued a refund in the amount of $809.50 ($1009.50 ticket credit minus the airline imposed penalty fee of $200.00) as a courtesy exception. The time it takes a refund to post to Ms. [redacted]’ account depends on how quickly her credit card company processes refunds, generally within 3-7 business days.
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

December 7, 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 request to change or cancel a flight.
 
Our records reflect on December 3, 2016 the customer accessed Expedia.com and self-booked an Expedia Bargain Fare round trip flight departing Boston, MA on Autust 22, 2017 for Seattle, WA and returning August 29, 2017.  The customer contacted Expedia asking to change the flight dates or cancel it for a refund.  Expedia agents provided the details that the fare rules for this type of flight do not allow us to make any changes to the ticket once it is purchased. 
EBF flights are specially-discounted fares negotiated directly with the airlines. Airlines make these low fares available conditioned on the fact that they are non-changeable, non-cancellable, and non-refundable. The rules and regulations associated with the EBF fare were fully disclosed and displayed to the customer during the checkout path on our website, which included the following on the final payment and booking screen:
·         Expedia Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Expedia customers. Once you complete your purchase the airline and exact flight details will be revealed in your itinerary.
·         Tickets are nonrefundable, nontransferable and cannot be canceled or changed.
·         Flights do not qualify for upgrades and are ineligible for frequent flyer miles.
 
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 an intermediary, Expedia is not subject to Department of Transportation’s 24-hour refund rule. Delta Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airline.
Based on the above, we cannot offer any other options or compensation related to your booking. We thank you for allowing us the opportunity to address the issues that have been 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

March 14, 2017
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on July 29, 2016, Mr. [redacted] booked a six-night stay at the Dar Al Taqwa Hotel from June 18, 2017, through June 24, 2017. We understand from Mr. [redacted]’s complaint that he received a confirmation for this booking but, in early March of 2017, he received an email from the property that an error had been made regarding pricing and the new rate would be substantially higher than his original quote. Mr. [redacted] stated that he had contacted our office to address and had been informed that Expedia would honor the original price, but that he has not heard back from Expedia since. He is requesting that Expedia honor the original price and cover the increase.
Our records confirm that Expedia had reached out to the Dar Al Taqwa Hotel in early March and they advised that they were going to cancel the reservation because of a technical error that caused an incorrect rate to be generated. They advised us that they were not willing to honor the original price.
After further review, we sent an email to Mr. [redacted] on March 6, 2017, advising that we listened to the call between him and our representative and concluded that no error had been made on our end. During the call, we confirmed that our representative informed that he would be contacting our liaison to determine what could be done, but did not agree to honor the price.
On Expedia.com, there are two types of hotels: those for which the customer pays Expedia directly, and those for which the customer pays the hotel directly.  For this booking the hotel was to collect from the customer upon arrival. Please note that each of the companies with which we do business, establish their own rules and policies for cancelling reservations. We 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 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

September 8, 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 advertising issues and refund request. 
 
Our records show on April 30, 2016, Mr. [redacted] self-booked an Expedia.com cruise reservations via booking number [redacted], sailing with [redacted] Cruise line on September 5, 2016. We understand from Mr. [redacted]’s complaint, an itinerary change was made by [redacted] Cruises prior to the booking date but was noted on advertised on the Expedia.com website. Customer also stated upon requesting to cancel the booking, he was advised refund could not be provided. Mr. [redacted] is requesting a full refund due to falsely advertising by Expedia.
 
Upon researching the customer’s complaint, we can confirm Mr. [redacted] was emailed the booking confirmation on April 30, 2016, showing the correct itinerary details with one port not included. We can also confirm the cruise was taken by the customer upon confirming with [redacted] Cruises that the guests were onboard.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As the booking was utilized and the cruise taken by Mr. [redacted], we are unable to honor Mr. [redacted]’s refund request.
 
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

October 12, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from [redacted]. We appreciate the customer providing additional information that will assist us in resolving his issue.
On October 12, 2015, we contacted Mr. [redacted] via phone and were able to resolve the matter. A refund of $64.93 was processed back to the customer’s credit card. A refund receipt was sent to his e-mail address on file. The time it takes for the refund to post depends on how quickly his bank processes refunds.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. As this matter has been resolved, we respectfully request the Revdex.com close this case.
Sincerely,
Britt M[redacted]
Tier 3 Customer Service

November 24, 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 Case number [redacted]) regarding a hotel collect reservation. Our records indicate on November 10, 2016, the customer self-booked a “Hotel Collect” reservation (amount to be charged directly by the hotel, not Expedia – Expedia received no funds) through the Expedia.com website. Accommodations were at the Quality Inn & Suites from November 25, 2016, to November 27, 2016. We understand from the complaint, the customer is requesting a refund. Expedia apologizes for any confusion regarding the Travel Coupon and any inconvenience that may have occurred. According to the Terms and Conditions of the coupon: This coupon code discount applies only to stand-alone hotel bookings (not a hotel booking in combination with any other product or offering such as flight + hotel or flight + hotel + car) made online at www.expedia.com that are prepaid at the time of booking (subject to the restrictions set out in the Terms and Conditions below) However the reservation that the customer attempted to apply the coupon to was a Hotel Collect booking in which the customer would pay upon arrival at the hotel, thus not being able to utilize the coupon. 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

September 24, 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 ([redacted]   (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect the customer accessed Expedia.com and booked package itinerary # [redacted] for flights and car rental.  Regrettably, there appears to have been a system error and the itinerary did not process correctly, making it unable to be retrieved.  Mr. [redacted] reported that his car was not booked and he had to rent an alternate vehicle. 
 
We show this matter has been resolved on September 18, and 22, 2017 when an agent processed two refunds, covering the original car rental in the amount of $640.66 paid on the itinerary, and also a refund of the cost of the second car rental, $473.45, so that Mr. [redacted] ultimately will have no out of pocket expense for his rental car.  Expedia deeply regrets the inconvenience this matter caused our customer.
 
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

December 23, 2015
                         
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Expedia Case O-[redacted]
Dear Better...

Business Bureau,
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 flight reservation. We understand the customer is requesting a refund of an airline ticket.
Our records indicate on October 29, 2015, the customer self-booked a round trip flight reservation for two travelers using Expedia.com website. The flight was operated by [redacted] and scheduled to depart on December 26, 2015, from [redacted], ** to [redacted], ** and returning on December 27, 2015.
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and [redacted] and is subject to the rules and restrictions of those providers. As American [redacted] was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the customer is responsible for any difference in fare.
Our records reflect that on November 12, 2015, Ms. [redacted] contacted Expedia requesting to change her flights as they were booked incorrectly. Our agent assisted the customer with changing the flight reservation We can confirmed that during the call to change the return dates, the agent did advise Ms. [redacted] of the fare rules and that she would be charged  $1812.15 per person to change the flight reservation. Ms. [redacted] agreed to the changes and provided authorization to charge her credit card for the additional charges. As the tickets are non-refunable, we are unable to provide a refund of the reservation.
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]
Tier 3 Customer Service