Expedia Inc

September 28, 2015
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 a reservation booked on Expedia.com.
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
 %

Complaint: [redacted]I am rejecting this response because: even the small fee charged by Expedia was not yet returned. That is not a "third party" charge.
Sincerely,[redacted]

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

Complaint: [redacted]I am rejecting this response because:
I feel I have been wronged.
I repeatedly asked the Expedia Sales Agent about my cancellation and she repeatedly informe me I would have no problem changing my reservation. I specifically asked her at the end of our conversation: Ok, I have 24 hours to make any changes correct? and she said yes. I asked over and over because I knew I needed to consult with my daughter about the dates, not my husband as they stated, there is no husband. When I called the agent it was to make sure I could change the dates, since I KNEW I had to ask my daughter ( she was moving to the UK) for the correct dates that would suit her. They have the conversation and they are now telling me they do not??? 
As for the email confirmation they are talking about, if it had the non_cancellation policy in there, then that was already incorrect because that was not what I was told over the phone by their sales person. 
They also do not mention they messed up the flight cancellations also, they say nothing about that.
This was all completely UNFAIR, and they need to correct it, it is the right thing to do, their sales person messed up and misinformed me.
[redacted]
Sincerely,[redacted]

July 7, 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, 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 June 17, 2016, Ms. [redacted] booked two itineraries. The first was a roundtrip flight for [redacted] traveling from June 28, 2016, through July 10, 2016. The other was for [redacted] traveling June 29, 0216, through July 3, 2016. We have confirmed the flights were 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 Ms. [redacted] her son’s flight from a different itinerary not booked with Expedia was delayed, causing her to have to book another flight for him the following day. She is requesting a refund for the Expedia booking. She also mentioned receiving conflicting information from Expedia.
We have reviewed the complaint submitted By Ms. [redacted] and it is clear that the issue began with a flight delay that was not related to an Expedia booking. The tickets purchased by Ms. [redacted] are non-refundable; however, if Mr. [redacted] was unable to use his flights, he will be able to use an airline credit from South African Airways. The credit is available for up to a year from the date of purchase. The airline requires a rebooking fee of $250.00 when the credit is used.
We see no activity within the account from the date of purchase and no errors by Expedia that would allow us to refund this booking.
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

Complaint: [redacted]In my initial complaint I attached a document that included the itinerary number; the itinerary from Expedia is # [redacted] The email related to my account is [redacted]
I am attaching the document I attached before as well as a copy of the Expedia Itinerary.
Let me know if you need further information
Thanks,Sincerely,[redacted]

August 21, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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 from the airlines 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

January 25, 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 duplicate flight bookings resulting in two charges. 
Our records indicate this complaint is currently being handled by Expedia’s Tier 3 Customer Service Department and Mr. [redacted] will be contacted shortly with a resolution. The customer may use Case # [redacted] when contacting Expedia with any further questions
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

August 3, 2016
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response.
After further review, we have confirmed that Mr. [redacted] was charged for the Ace Car rental that was reportedly canceled by Ace. The amount of the booking was $144.62. As such, we have refunded $144.62 to Mr. [redacted]’s original form of payment. We are unable to honor the request to refund the difference between this booking and the booking mentioned in Mr. [redacted]’s complaint.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
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

June 11, 2015
Revdex.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 Ms. [redacted].  We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
As mentioned in our previous response, Expedia communicated with the hotel on behalf of the customer and a refund was not authorized by the hotel’s representative. 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. We hope you understand we must adhere to the policies dictated by the hotel.
Upon further research we have verified that a notification of the hotel’s upcoming construction was not received by Expedia prior to the customer’s stay. While we regret Ms. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, we are unable to honor her request for a refund.
We thank you for allowing us the opportunity to address the issues, brought to our attention. As no new information has been provided about the issue, we respectfully request the Revdex.com close this case.
 
 
 
 
Sincerely,
 
[redacted]
Tier 3 Customer Service

February 15, 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 Mr. [redacted] (Revdex.com case number [redacted]) regarding a request for a refund.
 
Regrettably, with the information provided, Expedia is unable to locate any itinerary that matches the complaint.
 
If Mr. [redacted] would like to supply the Expedia Itinerary number(s) involved with this issue, and the email used to make his bookings, we will be happy to research this matter fully and respond with our findings. 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Corporate Customer Service

Complaint: [redacted]I am rejecting this response because:
I have never acknowledged that the flights were not booked as stated in Expedias response and would like to hear or see the proof of this acknowledgement.
If no proof is given I will take the steps needed to refund the $500.00.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: it is really unfair! When I wanted to cancel the reservation (Despite having emails saying I could cancel) Expedia told me that I was going to be charged a $us 100+ cancelation fee. Now they say that they would have refunded me the cancelation fee if I wouldn't have used the room. If l would have known this I would have obviously not used the reservation and we wouldn't be in this mess.The reason I wanted to cancel the room was because I found better prices that night and that could have saved me $us 100.00. Additionally I spent over 1 hour speaking with their reps who were totally incompetent and couldn't fix the situation. I will never again use expedia so a 50$ credit with them is completely worthless to me.
Sincerely,
[redacted]

September 21, 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]). We understand the customer is requesting the Best Price Guarantee for their hotel reservations.
Our records indicate on August 21, 2015, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Expedia.com website. Hotel accommodations were at the [redacted], checking in September 4, 2015, for two nights.
 
Upon further research we were able to confirm that the customer did not complete or submit the Best Price Guarantee submission form that is required in order to be eligible for the Best Price Guarantee. We were able to confirm the customer contacted Expedia on September 2, 2015, at 4:432pm, less than two days prior to the schedule hotel check in date stating they had found a lower rate. At that time, the customer was directed to complete the Best Price Guarantee submission form located on the Expedia.com website. The customer was also provided with a link to access the website and submission form, as well as the questionnaire was copied and pasted into the email response for the customer, however, the customer did not complete the questions in their response back to Expedia.
 
As the customer did not complete the Best Price Guarantee submission form, and the request was not made more than two days prior to the scheduled check, Expedia is unable to render to the customer’s Best Price Guarantee and refund request.
 
We regret that our response cannot be more favorable and hope that, despite your recent experience, you will continue to use Expedia for your future travel arrangements, thereby allowing us the opportunity to restore your faith in our company.  We trust our position in this regard has now been clarified.
 
We thank you for allowing us the opportunity to address the issues, 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

Complaint: [redacted]I am rejecting this response because: the facts stated by Expedia are incorrect. The star ratings based on other agencies are not what is cited by this response. As well as the pricing for the room is incorrect. 
 
Sincerely,[redacted]

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:
 
Expedia BLAMES Lufthansa for the delays.  Lufthansa blames Expedia that Expedia is responsible for doing it. The customer is caught in between.
 
I specifically asked from you for documentation on the number of hours your agents spent with Lufthansa. Please provide these documents.
Why are you dodging that request?
 
At 4.45pm on Friday, March 11th, well after my first call to Expedia at about 1.30pm,
Your Supervisor Rebecca told me  that Lufthansa Office is NOW GOING TO BE CLOSED and not enough time to process the change today; Aand that Expedia WILL process that change on March 14th. Why did EXPEDIA FAIL on that commitment? You are  blaming LUFTHANSA without providing supporting documentation.
 
IN any case EXPEDIA failed on REBECCA's word that the change WILL be done on Mar 14th. She made that committment after talking to LUFTHANSA agents and checking what needs to be done, how and processing times: i.e. that 15minutes left on Friday March11th was NOT good enough etc.
 
Why is it that you made one of the two requested changes only on April 4th, well after the deadline of Monday March 14th set by your supervisor Rebecca?
Is it because by then I had filed a complained with Revdex.com and then you CHOSE to finally look into it? 
 
 
You have miserably FAILED as travel agent. Travel Agents
are expected to make such changes. In fact, before purchasing the tickets my wife called and asked about fees for such changes: your agent had replied
"The fee is $300 PLUS fare difference". He did NOT say that, the processing time would be 20 calendar days and a complaint to Revdex.com. If he had stated
the TRUTH that you need 20days and a Revdex.com complaint for one change (and NEVER for the second change!), do you think we would have purchased the tickets with you?
 
 
 
Quite frankly we do travel a lot all OVER the world. And We do make changes especially due to the fact that we have aging parents who run into medical emergencies.
This experience with EXPEDIA has been the worst. I will be glad to document ALL these PUBLIC exchanges and write a balanced review.
 
 
Best,
[redacted]
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Sincerely,[redacted]

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 for compensation due to a hotel cancellation issue.
 
Regrettably, we are unable to research this matter at this time, as Mr. [redacted] did not provide us with an itinerary number from his booking and the email used in this complaint also does not return any past reservations. 
 
We would be happy to look into this matter and attempt to understand what happened with his booking, but we will need the customer to supply the itinerary number, and if possible, the email used on the itinerary so we can locate the information.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Customer Service

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