Expedia Inc

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:  first of all you were not suppose to be deducting 195.00 from my card (that is fraud)  second there was no where with your company or expedia that there was a 30% cancellation fee.   Expedia responded with the percentage is taken if cancelled 30 days prior to reservation date.  This is 5 months prior to reservation date
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Hello Revdex.com,I am pleased to provide assistance with case #[redacted]. Below are the findings and resolution to the case:Customer Complaint:The customer booked three non-refundable rooms over the phone for the [redacted] – Wilmington for the night of July 15, 2016. The customer also...

states they contacted our Customer Care Team on the date of arrival for assistance.The customer is requesting a full refund of 321.51 USD.Findings:
During the booking process the agent is required to confirm the hotel and rates prior to receiving the customer’s credit card, and once again during a full reservation recap before the booking is confirmed.According to our records, we do not show any contact with our Customer Care Team for assistance until September 17th, 2016. We always recommend the customer contacts our Customer Care Team at the time an issue arises, as once the issue has passed our support options become limited.The hotel has confirmed these reservations were marked as a no-show and they are billing in full for the reservation.Resolution:As we do not show any notations that our Customer Care Team was contacted for assistance prior to September 17th, we are unable to approve a refund.Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Thank you, Brooklyn B.Customer Relations Specialist

Complaint Department
 
 
Re: Expedia for TD Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for your response. We have reviewed the documentation/new information provided to further address [redacted]’s concerns
 
As previously advised, on April 19, 2017, during the booking and checkout path on our website, it was disclosed the fees for baggage. The information was provided to the customer on the itinerary confirmation; which states: 2 pieces 23kg/50lb. If the customer’s baggage weight was more than the requirement the airline would impose a fee.
 
Expedia for TD has viewed the current baggage fees with the airline as well as our site and the baggage fees are reflecting as the same as above.
 
Based on the above, Expedia for TD is unable to honor the request for the refund or compensation. Expedia for TD request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

May 3, 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] S [redacted] (Revdex.com case number [redacted]) regarding a refund request. We understand Ms. [redacted]’s complaint is in regards to a flight refund due to Zika Virus concerns.
Our records indicate on March 6, 2016 the customer booked package itinerary #1[redacted] for round trip flights from Salt Lake City, Utah to Punta Cana, Dominican Republic departing May 8, 2016 and returning May 13, 2016 with a stay at the [redacted] for corresponding dates.  Due to concerns regarding the Zika Virus, Ms. [redacted] cancelled her itinerary. 
Our records further reflect that this matter has been resolved with the processing of two refunds.  On April 15, 2016 Expedia processed a refund in the amount of $808.16 for the resort portion of the booking.  A second refund, also processed on April 15, 2016, in the amount of $1,381.18 for the flight portion of the itinerary completed the full refund of the customer’s original charge of $2,189.37.  The refunds were returned to the customer’s original form of payment, and the amount of time it takes for the credit to be available in her account depends upon how quickly her bank 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,
Roseanne G[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
Although Expedia is willing to FINALLY honor the vouchers we were initially promised, we are still upset. We tried to utilize the promised vouchers two weeks ago to book a flight that would have been covered entirely. We spoke to Jamal, who was rude, and unwilling to budge in the matter. He said the best he could do was to charge us $270 for a one-way flight and then refund us $200 thereafter.
That being said, because it had taken an addition week to even speak to Jamal, airplane prices went up, and it would have cost us (and take longer to see the cash refund) more to book through Expedia ($270) and be refunded than to book with Southwest using their military discount.
Had Jamal honored the vouchers in the first place, we would not be in this mess. It was very discouraging to talk to someone on the "executive team" that really could not have cared any less about the customer and to keep their corporation's word especially after such a negative experience.
That being said, I would like a refund for the flight that I had to take through Southwest ($205.60) because Expedia would not honor their voucher, as initially promised. Additionally, we would like Expedia to keep their promise with the vouchers we were awarded of $200.
This situation was really as simple as keeping their promise, and honoring the vouchers in the first place, which they did not do. Now, we are out an additional $200, and Expedia, in my mind, is a corporation of fraudulent "executives" and liars who refuse to keep their promise.
-L
Sincerely,[redacted]

July 27, 2016 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 Mr. [redacted]. We regret to hear he did not accept our response. Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a flight reservation. I have personally contacted the airline directly and they have confirmed that if a customer agrees to a purchase with the correct price shown, and then the price changes, the airline would not refund. The agent explained this works just as if the price of the ticket would increase, they would not ask the customer to pay a higher amount. Since Expedia follows the airlines fare rules, we also could not refund any amount to the customer. Mr. [redacted] saw the price; he agreed to the price, there is no amount that would be refunded. As stated previously, the information on the itinerary is general information for an airline. The fact that Mr. [redacted] mentions he sees a cancel fee does not mean his ticket is refundable. It is completely up to the customer to agree or decline a price shown. That being said, we have further researched Mr. [redacted] complaint, and after giving the matter our full consideration we are unable to honor Mr. [redacted] request. Expedia is unable to issue a refund of any amount for a reservation which is non-refundable. 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, [redacted] A[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.
Sincerely,
[redacted]

June 8, 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 May 16, 2017, Mr. [redacted] booked a two-night stay at the [redacted] from May 16, 2017 through May 18, 2017. 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.
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. As such the following cancellation policy would have been provided at the time of booking.
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
According to Mr. [redacted]’s complaint that he checked that there were no cancellation fees prior to booking. He says that he proceeded with the booking since there were no cancellation fees. Mr. [redacted]s stated that he needed to cancel the reservation due to changes made to his itinerary.
Please note that each of the hotels 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. There were no errors made by Expedia in regards to this booking. Mr. [redacted] complained about customer service that he received when he asked to cancel, but the request was denied per the hotel’s policy, not Expedia’s.
While we acknowledge this complaint as something Expedia is not responsible for, because we value Mr. [redacted] as a customer and regret the experience that he reports, we have already undertaken an exception to resolve his complaint. A refund in the full amount of his booking $91.53 was issued to his original form of payment as a onetime courtesy. Refunds like this typically take 3-7 business days to post to individual accounts, depending on how quickly his credit card company processes refunds.
 
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

May 30, 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

January 21, 2015
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 hotel reservation.  We understand the customer is requesting a refund for their hotel reservation. On January 21, 2016 we contacted the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate on December 25, 2 2016, the customer self-booked a hotel reservation, itinerary number [redacted], at Steinhatchee River Inn in Steinhatchee, Florida, for check-in on January 1, 2016, and check-out on January 2, 2017.  We can confirm the customer submitted a Best Price Guarantee on December 25, 2015.
Our records show that this matter was resolved January 19, 2016, with a refund of $11.85 processed back to the customer’s account. Additionally, the Best Price Guarantee $50 coupon was deposited within the customer’s account and is valid for one year from the date of issuance on any Expedia Special Rate hotel or a package that includes a hotel. If the customer’s issue has still not been resolved, please feel free to contact our Customer Support Representatives who are available to assist you 24 hours a day, seven days a week. 
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:Expedia did not have at the time the hotel policies on their site as a matter of fact, I was on the phone with an expedia rep at one point where she called the hotel herself and then at that time learned of this policy. In my opinion it is false advertising to call it pay later when in fact it really isn't pay later. That is the entire issue. If a hotel is going to be listed as a "Pay Later" on Expedia's site but the hotel will authorize a night's stay at that time is it truly a "Pay Later"? No, you are paying at that time, even if the hotels loophole is that they are only placing a hold on the funds and are not actually charging. This is a "hold" which might as well be a "charge" because you cannot access those funds. I tried to resolve this with Expedia via email over several days however kept getting the run around which is why I contacted Revdex.com they should not be allowed to advertise as Pay Later when in fact it is a charge or a loophole language calling it a hold. The whole point in taking advantage of Expedia's pay later is so you can continue having access to those extra funds until your actual trip. The hotel even at the time you check in charged us $600 dollars and our stay was only $485. They called it a hold at that time also but we couldn't access those funds. There is a $100 dollar a night incidental automatically added on to your stay when you check in. This is NOT on Expedia's site either. If you go to the hotel site they don't say it either. These things customers need to know. It was a very unpleasant experience. Sincerely,[redacted]

June 6, 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

June 15, 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 February 24, 2015, Ms. [redacted] booked a flight for travel May 20, 2015, through June 22, 2015. 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 Ms. [redacted]’s complaint that she canceled the flight and was left with an airline credit. She states that she was informed by our representative that she had until May 30, 2016, to utilize the credit before it expired.
When a flight is canceled, email is generated that will inform customers about their airline credit. The email provides information such as; the credit amount, instructions on how to have the credit applied towards a new booking and the expiration date of the credit. Ms. [redacted] states that she did not receive the email and is requesting that Expedia honor the credit. We are unable to honor the request as it request goes against the terms and conditions agreed to at the time of 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

October 6, 2017 Revdex.com E.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 [redacted] did not accept our response and/or resolution offered. In regards to the lower price you would need to visit our website www.Expedia.com to submit the Best Price Guarantee claim; also if you would like to change the dates of your package reservation you would need to contact our customer service department 1-800-EXPEDIA as this cannot be done through Revdex.com channel.   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, Kiki R[redacted] Corporate Customer Service

August 11, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 Re: Expedia Case O-[redacted]
 
Dear Revdex.com:
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attention.
Thank you for forwarding the Revdex.com consumer rebuttal from Ms. [redacted]. We apologize for the delay in issuing Ms. [redacted]’s refund. The time it will take the refund to show in Ms. [redacted]’s account depends on how quickly her credit card company processes refunds, generally within 3-7 business days.
We regret Ms. [redacted]’s experience was not as we would have hoped, and any subsequent inconvenience caused.  We thank you for allowing us 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,
 
Lidiya N[redacted]
 
Tier 3 Customer Service?

August 12, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-101284
 
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 flight reservations. We understand the customer is requesting to add her infant son to her flight reservations.
 
Our records indicate on January 14, 2015, the customer booked a flight reservation – itinerary [redacted] – using the self-service tool on the Expedia.com website. Travel is on [redacted], departing September 25, 2015, from Newark, New Jersey to Paris, France, returning October 6, 2015, for four passengers.
 
Upon further research, we were able to confirm on August 12, 2015, Expedia advocated on the behalf of the customer with [redacted]. The assisting representative advised that [redacted] can issue the infant ticket up receiving a form of payment from the customer.
 
On August 12, 2015, Expedia advocated on the behalf of the customer with [redacted]. The assisting representative advised that [redacted] can issue the infant ticket upon receiving a form of payment from the customer. The customer may contact an [redacted] representative at[redacted] 2 to provide the form of payment and have the tickets reissued, as Expedia is not able to issue a ticket for a standalone infant traveler, or add a new traveler to an existing flight reservation.
We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting her further with her future travel needs.
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

Complaint: [redacted]
I am rejecting this response because: I’ve made another phone call to Expedia.com. They also received my letter. During the phone conversation I was asked about the earlier conversation with Expedia which was the subject of my complain with Revdex.com. This time I was also connected to another person which tried to sell me a vacation like I just saw it in online. The person sold me the airfare separately and before talking about the hotel. As a result the overall price would have been higher than I paid for the canceled trip despite the same trip being cheaper at the time of my booking. I told her, to please cancel the just made airfare purchase and hung up. Later she called me and told me, that Expedia would cancel all the outstanding credit card charges including the just made airfare purchase. Since I’m not trusting them anymore, I’ll also call my credit card company to cancel the just made airfare purchase.
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]