Expedia Inc

June 2, 2015 Revdex.comE.com – Alaska, Oregon & Western WashingtonComplaint 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 complaint #[redacted]) regarding the hotel reservation refund request.   Our records show on April 8, 2015, Mr. [redacted] booked an Expedia.com hotel and car package reservation via booking number [redacted]. We understand from Mr. [redacted] complaint, the quality of the room provided was unsatisfactory. The customer also stated he had to check-out early due to the request to change rooms was denied by the property. Mr. [redacted] is asking for a full refund of the hotel reservation. Upon researching the customer’s complaint, we can confirm Mr. [redacted] paid a total of $439.45 for the hotel and car package reservation, of that amount, $293.08 was paid for the hotel. After further research Expedia can confirm the car reservation was utilized.  Expedia has processed a refund of $293.08 for amount the customer paid for the hotel reservation back to the original form of payment. As a full refund was given to the customer and the issue has been resolved to Mr. [redacted] desired outcome, Expedia considers this matter closed. 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]Tier 3 Customer Service3

June 13, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding their reservation.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I've gone through this process of the itinerary number with them. Here is my number: [redacted]
 They refuse to do anything about it. Hope this helps.
Sincerely, [redacted]

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:  I don't agree.  I called several times when I did not see anyone from the tour.  When I did get through to someone, I was told that I would not have enough time to walk to the different location and the tour guide would not wait on me.  The google directions for the address listed took me to the school and not the gallery.  I realize Expedia says they are a third party person but I booked the tour with them and not City Works. 
Sincerely,
[redacted]

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

May 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 a refund request.  We understand Ms. [redacted] is asking for a refund for shuttle services because the company did not provide the service contracted.
 
Our records indicate on February 12, 2016 the customer accessed Expedia.com and booked round trip shuttle service from the Kansai Airport in Kyoto to her hotel for April 10, 2016, through [redacted].  The service did not provide the transportation. 
 
Expedia has been attempting to reach the shuttle service and did in fact just receive email notification from them that they were unable to provide the service and asking that the customer be refunded. 
 
On May 25, 2016 a refund in the amount of $118.56 has been credited back to the customer’s original form of payment.  The amount of time it takes for the credit to be available in her account depends upon how quickly her bank processes refunds. 
 
It is never Expedia’s intent to inconvenience our customers and we regret that the shuttle service was not able to meet the reservation.  As a courtesy, we have provided Ms. [redacted]’s online Expedia account with a $50.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within her account. We hope she will allow us the opportunity to improve upon her experience in the future.
 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Customer Service

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

November 4, 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 [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on July 21, 2016, the customer self-booked a hotel reservation through the Expedia.com website. Accommodations were at the [redacted] Hotel from July 26, 2016, to July 27, 2016. We understand from the complaint, the customer is requesting a refund. Please note that Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, and we do not set any policies. We hope the customer understands that we must adhere to the policies dictated by the hotel. Upon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: • Cancellation and Change Policy: Non Refundable 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. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation. On July 22, 2016, the customer contacted Expedia requesting a refund. The Expedia representative contacted the hotel directly on behalf of the customer and Expedia was advised that they denied to refund based on the hotel’s term and agreements. As Expedia paid the hotel for this reservation and as we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requested. 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 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?

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]

February 26, 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 and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com case ID # [redacted]) regarding activity reservations. On February 26, 2016, Expedia processed a refund in the amount of $504.62 back to the customer’s original form of payment. 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, Lisa S[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]

May 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-[redacted] Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 her 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 flight reservation.  We understand Ms. [redacted] is stating an error occurred with her return flight involving the departure time.  On May 19, 2015, we attempted to contact Ms. [redacted] to acknowledge receipt of her complaint but were unable to reach her. Our records indicate on March 30, 2015, Ms. [redacted] or an authorized user in the account self-booked a flight reservation on the Expedia website for travel departing May 16, 2015 at 12:00PM from Rochester, NY to Orlando, FL. with a connection in Atlanta, GA, with [redacted]; returning May 21, 2015 at 9:20PM from Orlando, FL arriving in Rochester, NY at 12:10AM with a connection in Charlotte, NC.  The customer is stating she did not receive her email confirmation to detect an error had been made. Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines, and are subject to the rules and restrictions of those providers.  As [redacted] is the merchant of record, i.e. the company that charged the customer’s credit card, we must abide by their rules and regulations.  When a booking is confirmed on the Expedia website, a confirmation email is sent to the email address provided during the booking session.  Booking confirmations can also be requested on the Expedia website or by contacting our customer service department for further assistance.  We have verified an email confirmation was sent to [email protected], the email address associated with the flight itinerary. We can confirm on April 23, 2015, Ms. [redacted] contacted us to reconfirm her flight reservation.  The customer contacted us the next day stating the departure time for her return flight was incorrect.  We reconfirmed with the customer that she selected a 9:20PM departure time with an arrival in Rochester, NY at 12:10AM.  We advised Ms. [redacted] that we were able to change the return flight; however, an airline penalty fee of $200.00 was required and would be billed at the time of the exchange.  No changes were authorized to be made at this time. Airline tickets sold on Expedia.com can be voided for a full refund if we are contacted within 24 hours of the booking to process this request. Ms. [redacted] booked her flights on March 30, 2015; however, we were not contacted by the customer to request a copy of the booking confirmation until April 23, 2015.  While we regret any inconvenience Ms. [redacted] has experienced regarding this matter, we do not see an error on behalf of Expedia.  As such, we are unable to provide a refund or any compensation.   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]Tier 3 Customer Service

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

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]

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]

April 28, 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.ca 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.ca 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 and hotel reservations. We understand the customer is requesting a refund for her reservations.  
The customer’s comment stated they encountered difficulties with their recent flight reservation, and we would like to further research the matter in order to assist the customer with their concerns. The information provided in the customer’s comment was not linked to an account or itinerary. We ask the customer please provide us with an itinerary number. The customer may also provide the email address used to make their reservation so that we may fully review the concerns the customer noted.
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]
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

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