Expedia Inc

Complaint: [redacted]I am rejecting this response because:
the answer provided by the business is not satisfying, I want to keep the complaint open until I receive an answer.
Sincerely,[redacted]

November 29, 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 November 17, 2016. Mr. [redacted] booked a roundtrip flight from Minot, North Dakota to Houston, Texas departing November 22, 2016, and returning on November 25, 2016. Mr. [redacted] also purchased travel insurance.
We understand from Mr. [redacted]’s complaint that he needed to change his outbound flight to November 21, 2016, due to a car accident. According to his complaint, Mr. [redacted] he contacted Expedia to change his flight. He paid the $200.00 rebooking fee with the understanding that he would receive a $200.00 refund because of the insurance.
Mr. [redacted] says that he was later told that he would not receive a refund for the $200.00 rebooking fee. He is requesting that we now process the refund.
Upon our research of Mr. [redacted]’s complaint, we discovered that on November 27, 2016, a refund of $200.00 was processed to the original form of payment. Refunds like this usually take between 3-7 business days to post.
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]I am rejecting this response because: I have already listed in my last response. Keep your travel coupon and your companies business. My family and friends will go to your competitors for better customer service.[redacted]

Complaint: [redacted]
I am rejecting this response because: My account is now closed; I accept that and thank you.  I still want the $100 refunded to my Discover card for the voucher I was never able to use as a result of this half year long MESS - this voucher was allegedly their apology then from their FIRST mistake,  not asking for the hundreds of dollars compensation for my lost work time ever since.  
Sincerely,
[redacted]

April 1, 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:I purchased an air ticket through Expedia travel agency from Doha to Nairobi - Nairobi to Doha on 30th January 2017.Later I cancelled my flight in early February with both Qatar airways and Expedia so that they may refund me back my money. From that time until now they have not refunded me the money,they keep lying that they will refund but I have not received anything. The credit that I used to purchase the ticket is owned by a friend of mine called Ugur Boztoprak. His email address is [redacted],this is the email that I used when purchasing my ticket. my itinerary number is [redacted].
Sincerely,
[redacted]

October 11. 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 refund request for hotel charges.
 
Our records reflect on September 19, 2017 the customer accessed Expedia.com and self-booked itinerary #[redacted] for three rooms at the Vi Vida Hotel, Munich, Germany to check in August 19, 2018 and check out August 22, 2018. The customer chose the hotel option to include the breakfast buffet in his reservation. 
 
Expedia serves only as a third party booking intermediary.  We do not own or operate any travel related services and as such must uphold the terms and conditions set by the vendors who utilize our website to offer their products.  Pricing and terms are set by those vendors. 
 
In this case, the Vi Vida Hotel offers different booking options which each include the base price for the hotel, and the option to book with or without the breakfast buffet pre-purchased in the reservation.  If a customer chooses not to include the breakfast buffet option in their booking, then the taxes and fees portion of the booking is less.  If the customer chooses the room and “breakfast included” option, then the hotel calculates the price of the breakfast in the additional fees they charge and the buffet is pre-paid.
 
Expedia makes every effort to ensure that our customers have a clear understanding of their selections, total price, and of the terms and conditions associated with the travel items they are purchasing. We provide their selection details on several pages review, including the final payment screen. The full price of Mr. [redacted]’s itinerary was provided prior to his entering his credit card information and finalizing his purchase. As he agreed to this pricing, at the time of booking, we are unable to offer a partial refund for this itinerary.
 
The reservation is currently outside penalty and should Mr. [redacted] wish to cancel the itinerary and re-book at current pricing, without the breakfast included, he may still do so without loss of his currently paid fees, provided he does so within the hotel’s stated terms:
 
Cancellation and Change Policy: Refundable 
Cancellations or changes made after 6:00 PM local hotel time, Saturday, August 18, 2018 or no-shows are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
 
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

March 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], (Revdex.com case number [redacted]) regarding a refund request.  We understand Customer is stating she found the property un-stocked with expected amenities and not safe for customer to stay in, with issues including no working locks on the doors. On March 3, 2016 we contacted the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate on December 7, 2015 the customer accessed Expedia.com and booked Itinerary # [redacted] for a stay at Hollywood Condos in Hollywood, Florida to arrive on December 8, 2015 and checking out December 12, 2015.  The customer reports that she did not stay and is asking for a full refund.
On March 3, 2016 we spoke with Fernando, the property manager at Hollywood Condos, who states they were replacing the locks when the customer arrived, but he has approved a refund in full for the itinerary. 
On March 3, 2016 Expedia has processed a refund in the amount of $999.00 back to Ms. [redacted]’s original form of payment.  The amount of time it takes for the credit to post to her account depends upon how quickly her bank or card company 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

May 28, 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 flight refund request.   Our records show on April 3, 2015, Ms. [redacted] self-booked an Expedia.com package reservation via booking number [redacted] which included a flight, hotel and vacation waiver insurance with a total payment of $1,498.71. We understand from Ms. [redacted] complaint, the reservation needed to be canceled due to extenuating circumstances and refund was requested for the full amount paid for the reservation. The customer also stated a refund of $788.10 was already processed for the hotel but after several attempts and requests for the flight portionrefund, nothing has been resolved. Upon researching the customer’s complaint, we can confirm Ms. [redacted] contacted us on April 17, 2015 to make a change to the reservation and a refund of $92.22 was processed. On May 12, 2015, the customer contacted us to request a cancelation and a refund of $788.10 was processed. As a courtesy due to the time it has taken for this issue to be resolved, Expedia has processed a refund of $544.39 for the remaining amount the customer paid for the entire package reservation minus the vacation waiver back to the original form of payment. As a full refund was given to the customer and the issue has been resolved to Ms. [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, Angel A[redacted]Tier 3 Customer Service

October 25, 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 October 5, 2016, Mr. [redacted] booked a three-night stay at the Imperial Swan Hotel and Suites from October 6, 2016, through October 9, 2016.
We understand from Mr. [redacted]’s complaint that he arrived at the Imperial Swan Hotel and was informed that the rooms were oversold. As a result, they only accommodated him for the first night of his reservation and the agreed not to charge for that reaming two nights. Mr. [redacted] stated that he was made aware of this matter until he arrived for check in. He is requesting a refund of $198.74.
Please offer our apologies in regards to what had transpired during Mr. [redacted]’s vacation. We regret any inconvenience that may have occurred during his trip and would like to assure him that every reservation is important to us. However, we realize that there are times when things don't go perfectly.
 
The overbookings of hotels are unrelated to the type of reservation purchased or the company from which Mr. [redacted] booked his reservation. Since we work electronically, when customers reserve a hotel room on our website, the system they are accessing is a real-time hotel reservation database that contains current room prices and availability. The database is updated as rates change and rooms are reserved.
 
Like many travel vendors, hotels sometimes overbook their inventory based on histories of previous "no shows". Ordinarily, this does not create a problem for their customers, but when it does, it can be very frustrating.
 
Our records show no contact from Mr. [redacted] informing of the over booking. On October 25, 2016, we contacted the Imperial Swan Hotel and they confirmed that Mr. [redacted] checked out on October 7, 2016; and as a result honored the refund request of $198.40. The refund was processed to Mr. [redacted]’s original form of payment on October 25, 2016. Refunds like this usually take between 3-7 business days to post.
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

March 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 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 flight reservation.  We understand Mr. [redacted] is requesting a full refund.  On March 15, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available.
 
Our records reflect on January 19, 2016, the customer self-booked a one-way flight reservation, using Expedia.com.  Travel was on [redacted], departing February 11, 2016, from Raleigh, North Carolina to Phnom Penh, Cambodia.  The customer is stating that his flight was canceled, and was advised he would be refunded; however he has not received a refund.
 
Upon researching this matter, we can confirm on February 11, 2016, the customer contacted Expedia, advising the outbound flight was canceled.  Our agent contacted [redacted]; they advised there were no flight delays.  Emirate advised our agent to contact the operating airline carrier, which was JetBlue.  On that same day, our agent contacted JetBlue, they advised the outbound flight was canceled; however, the second flight segment was reflecting as checked in.  JetBlue advised they could not change the status only the validating carrier [redacted] could.  Our agent contacted [redacted] again; however, was not able to speak to anyone.  The agent advised the customer, we could not exchange the flight or process the refund without authorization from the airline.  The customer decided to buy a new ticket, with a different carrier.  No further action was taken.
 
On February 22, 2016, the customer contacted Expedia, advising their outbound flight was canceled, and was advised by an Expedia agent they would be refunded.  The agent advised the customer they would need to contact the airline; however, the agent was not able to speak to the airline.  No further action was taken.
 
On March 16, 2016, Expedia contacted [redacted] on behalf of the customer.  [redacted]’ advised the customer’s outbound flight was not delayed.  In addition, [redacted] asked if the customer can send documentation showing that his flight was canceled.  The customer can send that documentation into Expedia, via the Revdex.com complaint.  The customer would also need to submit a copy of the new ticket that he purchased.
 
On that same day, Expedia contacted JetBlue on behalf of the customer.  JetBlue advised they will need to verify if the outbound flight was canceled; if it was canceled, they would send that information to [redacted].  JetBlue could not advise Expedia of the timeframe of the status.  In reviewing Mr. [redacted]’s account, Expedia is not showing any delays or cancelations for his flights.  The ticket is showing as flown. 
 
Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors.  Each airline has its own specific set of policies and procedures as does each ticket purchased.  [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card). We hope the customer understands Expedia cannot honor the request for the refund.
 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:Although my funds did go to aeromexico and Expedia was a third party, It was cause of an Expedia's representative that we were falsely directed on Janurary 14th to buy specifically the 9am flight single flight with Aeromexico instead of a cheaper round trip ticket that was necessary so we had a flight home. Expedia claims to not have the phone call recorded or existence of any evidence that this phone call occured. I told an Expedia representative on Feburary 6th that I will ask my cousin for phone records that the call did occur. If after I provide this information Expedia still cannot find the call recording , I still believe I should be compensated as well as my cousins because It is more neglience on their part as they are suppose to have all calls recorded for customer satistfaction. At this time I asking for more time to get the phone records as the Jan 14th call was placed on my cousins phone and She is traveling at the moment. She will be back March 1st.
Sincerely,
[redacted]

October 14, 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 reply from [redacted]. Expedia, Inc. is responding to the consumer complaint Revdex.com case number [redacted] regarding a hotel reservation. We would like to thank them for the information received on October 13, 2015. The information included the itinerary number and email address associated with their hotel reservation. Our records indicate on July 3, 2015, the customer self-booked a hotel reservation using the Expedia.com website. Accommodations were at the [redacted] by Wyndham Union City/Atlanta Airport from September 25, 2015, to September 28, 2015. We understand from the complaint, the customer is requesting a refund. Expedia.com acts only as an as a third party intermediary for travel providers such as hotels Expedia does not charge any cancellation or change fees for our hotels, however the hotel does. The terms and conditions are agreed to by the customer at the time of booking and are listed on the customer’s itinerary. Cancellation or Change Policy • Cancellations or changes made after 3:00 PM (Eastern Daylight Time (US & Canada)) on September 25, 2015 are subject to a hotel fee equal to the first night's rate plus taxes and fees. • Cancellations or changes made after check-in on September 25, 2015 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. Upon receipt of the Revdex.com submission, we verified on September 26, 2015, the customer contacted Expedia stating upon arrival, the hotel did not have any rooms available. The assisting representative contacted the hotel directly on behalf of the customer and was advised the customer arrived on September 26, 2015, at 4:59am. The status was already a “no-show” status. The hotel refused a refund due to the terms and agreements agreed to by the customer. On October 3, 2015, an email was sent to the customer regarding the hotel response and their decision not to refund. As Expedia does not have the authority to override or to change the hotel’s policies we are unable to 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, Lisa S[redacted] Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: 1. In addition to being a licensed driver, I am a private pilot,  and have to produce my ID when I travel just like every other U.S. citizen.   I have been told it is a violation of Homeland Security for other people to be traveling under my name AND without my authorization.   Expedia continues here today to dismiss their continued wrongdoing as a "simple site error" they refuse to correct.2. Expedia has known from date that in addition to their  having falsely booked other people on a flight under my name for today, while I sit on the ground in Florida: a "technical glitch" as recorded on the initial phone call also does not allow me to delete my account.  I retain both the phone calls and the [redacted]s.3. I have been a victim of Identity theft before - both a fraudulent check made out to me AND my bank account having been debited.  To date Expedia is the only company I've ever identified as having misused my name, including by their own admission, and continuing to misuse it in association with other people I don't know, didn't authorize, and do not accept.4. Expedia continues to offer no correction and not close down my account.  I want this escalated to the highest levels, total dissociation with whoever these travelers are, my account closed down, and the compensation formerly requested plus an additional $100 for today's lost work time.  Happy to forward the Revdex.com all written correspondence from Expedia of their falsehoods, including, "the account cannot be closed until travel has been completed."   I also want the Revdex.com to warn the general public did this to me and apparently fully intends to continue misusing my name and last 4 of my credit card number without my permission.
Sincerely,
[redacted]

July 6, 2016
 
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 a cruise cabin complaint.
 
Our records reflect on April 11, 2016 the customer contacted Expedia.com to book a cruise sailing June 11, 2016 with Norwegian Cruise lines, for a cruise within the Hawaiian Islands.  The customer booked a “Guaranteed Ocean View” category.  Any room booked under a “Guarantee” rate means the cruise line offers the customer a lower rate in exchange for the customer giving up their choice of a particular cabin and leaving it to the cruise line to choose and assign the cabin at their discretion, which generally happens fairly close to the sailing date. 
 
Our records show that once the cruise lines assigned the cabin number for Mr. [redacted], he called Expedia wanting to upgrade to rooms that did not have partial obstruction.  Partially obstructed rooms are still considered “Ocean View” by the cruise lines.  When Expedia contacted the cruise lines on behalf of the customer to inquire about moving them to a fully unobstructed view room, the cruise line stated the only rooms left with unobstructed views were the penthouse rooms, and the customer would have to pay an upgrade fee for that option.  The customer chose not to do so.  All other unobstructed rooms were sold out.
 
While Expedia regrets the customer was unhappy with their room view, the customer did give up their option to select a particular room by accepting the “Guaranteed” category discount.  Norwegian Cruise lines selected the room, as they do with this rate plan, and Expedia had no input into that process.
 
Expedia operates only as a third party booking intermediary for the cruise lines.  The cruise line is the merchant of record and the party that actually debits the customer’s account.  The customer does have the option to file a complaint directly with Norwegian Cruise Lines and they will consider his issue and determine whether they may be willing to offer any refund for his case.  Expedia cannot offer any compensation for this matter.
 
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

May 29, 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 the customer was seeking a refund for a cancelled portion of a package itinerary.
 
Our records indicate on November 6, 2016 Ms. [redacted] accessed Expedia.com and booked a package reservation # [redacted] with a round trip flight from Seattle, Washington to Lima, Peru, departing on April 27, 2016 and returning May 6, 2016 and a stay at the Suites Larco 656 Hotel for corresponding dates. The customer subsequently cancelled the hotel reservation and requested to change the flight dates. It does appear from the contacts and case information that there was some confusion as to the flight exchange fees and airline penalties and how much of Ms. [redacted]’s original cost would be refunded. 
 
Our records further reflect this matter was resolved on May 23, 2016 when the customer contacted an Expedia representative, the account was reviewed, and an additional refund in the amount of $300.00 was processed back to the customer’s original form or payment.  The time it takes for the credit to be available in her account depends upon how quickly her bank processes refunds.
 
Expedia 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 Customer Service

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 October 18, 2015, Mr. [redacted] booked an Expedia Vacation Package which included roundtrip flights from Chicago, Illinois to Boston, Massachusetts and a three-night stay at the Sheraton Hotel from May 25, 2016, through May 28, 2016.We understand from Mr. [redacted]’s complaint that he contacted Jet Blue with a request to change his flight and was instructed to contact Expedia since he’d booked his flights on Expedia’s website. When he contacted Expedia, he was informed that the tickets were non-changeable. Mr. [redacted] says that he ultimately booked a new set of flights with a different airline. Mr. [redacted] is requesting that Expedia process a refund for the taxes paid for the initial flights. 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. Per the terms and conditions agreed to at the time of booking, the package was non-refundable, non-changeable and non-transferable. As such, we were unable to honor a request to change the date of the tickets. Mr. [redacted] stated that Jet Blue informed him that the flights were changeable, but per the terms and conditions, they were not. He also states that Jet Blue told him that the taxes were refundable, but after review, we have confirmed that the taxes were also non-refundable. We regret any misunderstanding but, Expedia is unable to honor Mr. [redacted]’s request of a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Marlon J[redacted]Tier 3 Customer Service

April 12, 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 November 16, 2016, Mr. [redacted] booked a five-night stay at the [redacted] All Inclusive from November 16, 2016, through November 21, 2016. 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. At the time of booking the property’s cancellation policy was as follows;
Cancellations or changes made after 11:59 PM local hotel time, Saturday, November 12, 2016 or no-shows are subject to a hotel fee equal to 2 night(s) plus taxes and fees.
On November 17, 2016, we emailed Mr. [redacted] to inform him that received his request to be refunded for his booking at the [redacted]. We explained that he refund was not guaranteed and was subject to the hotel’s approval. We also mentioned that we were informed that he was still at the hotel and they had no information regarding an early check out. Mr. [redacted] responded that he would report Expedia to the Revdex.com if he did not received a refund.
Although Mr. [redacted] offered to send proof that he checked out early, Expedia would still need authorization from the hotel in order to issue a refund. Our documentation confirms that our many requests were denied.
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

November 2, 2016 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. 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. Our records indicate on October 18, 2016, the customer self-booked a flight reservation which included travel insurance through the Expedia.com website. Travel is with American Airlines departing November 4, 2016. We understand from the complaint the customer is requesting a refund due to the travel insurance booked with the flight reservation. As Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choice. Each airline has its own specific set of policies and procedures as does each ticket purchased. American Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card). We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refunds. 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. We provide selection details on several pages for review, including the final payment screen. At the time of his booking Mr. [redacted] agreed to the terms and agreement related to the travel insurance which also can be found on his itinerary: Part A. Travel Arrangement Protection Trip Cancellation and Trip Interruption Benefits Pre-Departure Trip Cancellation We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip. 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

November 17, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: 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 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 compensation request due to hardship.  Our records show on July 31, 2015, Ms. [redacted], with the assistance of a sales agent, booked a flight reservation for four passengers via itinerary #[redacted]. We understand from Ms. [redacted] complaint, at the flight check-in time, it can to her attention by the airlines ticket counter, that the tickets for her children were not added to the flight reservation. The customer proceeded to contact Expedia’s customer support and after several hours of trying to resolve the issue, an unreasonable solution was provided, which created a diversion in her plans. Ms. [redacted] is requesting compensation due to the hardship cause by Expedia. Upon researching the customer’s complaint, we can confirm Ms. [redacted] brought this matter to our attention on August 25, 2015. Expedia proceeded to advocate on the customer’s behalf regarding the two missing tickets of the reservation. Expedia was advised by the airline, two names of children were attached to reservation and due to the time to correct the issue, the customer had missed the original flight and alternative flights were provided. Expedia was also advised by the airline, no refund can be provided due to utilized flights.Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the policies of that particular vendor related to any refund requests.Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter and as a courtesy a $200.00 Expedia travel coupon has been placed on Ms. [redacted] account for future travel use. As a form of compensation has been given to the customer, 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,Angel A[redacted]Tier 3 Customer Service