Expedia Inc

January 25, 2017
 
 
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 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 package reservation.  We understand Mr. [redacted] is requesting a refund. On January 19, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect January 15, 2017; the customer self-booked a package reservation for [redacted], and [redacted]. Travel is on Delta Airlines, departing March 1, 2017, from Orlando, Florida to Cancun, Mexico; returning on March 8, 2017, from Cancun, Mexico to Orlando, Florida. The package includes the Royalton Riviera Cancun Resort & Spa All Inclusive. The package includes a shuttle in Cancun, Mexico. The package includes the Package Protection Plan, via itinerary number [redacted]. The customer is stating they submitted a Best Price Guarantee; however the customer did not qualify for the refund of the price difference.
 
Upon further researching this matter, we can confirm on January 16, 2017, the customer submitted the Best Price Guarantee claim form. Expedia replied to the customer advising they did not include the cancellation policy for the reservation. Expedia advised the customer we checked the website per the customer’s attachment; however the current price was higher than the original booked amount.
 
As rates do fluctuate, Expedia offers a Best Price Guarantee Promotion. If the customer finds a lower rate on Expedia or on another U.S. based website within 24 hours of booking with Expedia, we will credit or refund the difference in price. The Terms and Conditions for the Best Price Guarantee Promotion states as follows.
 
 
Must be "Apples to Apples" Comparison.  The Best Price Guarantee is available only for exact itinerary matches. For example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com.
 
Verification of Claims.  All requests, including receipts, are subject to verification by Expedia.com Expedia.com will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia.com personnel. Nor will Expedia.com verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faith.
 
For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser –
 
https://www.expedia.com/p/info-other/guarantees
 
Expedia will refund as a one-time courtesy the difference of $618.29 onto the original form of payment. Once the trip is completed, the $50.00 coupon will be applied to the customer’s account.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Corporate 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 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

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

June 1, 2017
 
Revdex.com
Alaska, Oregon, & Western Washington
 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 hotel reservation.  We understand Ms. [redacted] is requesting compensation. On May 28, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 11, 2017, the customer self-booked a pay later reservation at the Furnished Suites in South Loop Chicago with a check-in date June 2, 2017, and with a check-out date of June 5, 2017, via itinerary number [redacted]. The customer is stating that the reservation was canceled; however Expedia did not notify the customer. The customer is stating that Expedia rebooked the customer; however Expedia did not book the correct number of rooms.
Upon further researching this matter, we can confirm on May 26, 2017, the customer contacted Expedia advising that the hotel had processed the refund for the reservation. The customer advised that the hotel advised them that the reservation requires a 15 night stay. Expedia offered to book the customer another hotel, the customer agreed.
 
Expedia assisted the customer book at the Inn of Chicago with a check-in date June 2, 2017, and with a check-out date of June 5, 2017, via itinerary number [redacted]
 
In reviewing the account the original reservation for the Furnished Suites the original room type was an apartment with 2 bedrooms and the reservation for the Inn of Chicago the room type was a traditional double beds.
 
On May 26, 2017, Expedia process a refund in the amount of $300.00 and on May 30, 2017 in the amount of $2,838.09 back to the original form of payment. The time it takes for the refund such as this to appear on the card depends upon the time it takes the credit card company to process refunds, typically 3-7 business days.
  
Expedia found no current hotel reservations for the customer and request that the customer submit a receipt for the new hotel that was booked. The customer can submit the information via the Revdex.com link.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

Revdex.com
May 03, 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.com regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia.com is 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 package booking.  We understand Ms. [redacted] is currently requesting a refund of $246.20USD, as the customer stated she had an unsatisfactory experience while booking her reservations via Expedia.com website. Per the customer she contacted the hotel to confirm the room had a full kitchen, but the customer was advised by the hotel the room type she had reserved did not have a full kitchen as stated on Expedia.com website.  According to Ms. [redacted], she contacted Expedia.com customer service to correct the booking, she asked to speak to a supervisor who made the upgrade and charged the customer the $246.20USD, but the issue is that the customer cannot travel on the dates booked. On April 14, 2016, we received receipt of the Revdex.com complaint.
 
On April 01, 2016, Ms. [redacted] contacted Expedia.com customer service via phone to booked a package reservation for [redacted] and [redacted], itinerary [redacted] and PNR [redacted] with JetBlue Airways and Westgate Vacation Villas Resort & Spa. Departure was on April 15, 2016, from New York to Orlando. Return flight was on April 21, 2016, from Orlando to New York. The hotel check-in was on April 16, 2016, and check-out was on April 21, 2016. (Package - Flight $527.98USD + Hotel $849.28USD = Total amount $1,377.26USD)
Our records indicate on April 04, 2016, the customer contacted Expedia.com customer service to complain about the room type reserved. The agent contacted the hotel to reconfirm the room amenities, and verified there was a content error on Expedia.com website, which stated the room reserved had a full kitchen, but the room reserved actually included a basic kitchen. Our agent advised the customer they would have to upgrade the original room in order to correct room type, and Expedia.com would refund the difference in rate. As Ms. [redacted] accepted the resolution, the agent processed the upgrade correcting the room type. The customer was charged a total of $246.20USD due the difference in rate, and Expedia processed a refund of the $246.20USD regarding the difference in rate.
From April 11, 2016 to April 20, 2016, we can confirm Ms. [redacted] contacted Expedia to exchange the flights and change the hotel dates. As 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 hotel and airline have their own specific set of policies and procedures as does each reservation purchased.  JetBlue Airways and Westgate Vacation Villas Resort & Spa were the validating carrier / service providers and merchants of record (the entities that received your funds and the company charging the customer’s credit card); per the vendors policies Expedia.com agents advised the customer in order to change the booking dates, the customer would be responsible to pay any difference regarding the hotel rate, in addition to the airline change fee plus any difference in fare, but the customer did not the resolution provided and insisted she wanted to change her reservation at no cost.
In reviewing the customer’s account, we have confirmed on April 5, 2016 Expedia.com honored the customer request, and processed the refund of $246.20USD. The refund will reflect on the customer’s original form of payment within 3-5 business days.
Expedia is committed to providing an excellent standard of service to our customers.   There are times when we are unable to reach all of their expectations.  We apologize that the booking experience Ms. [redacted] did not reflect this. The feedback that Ms. [redacted] has provided to us will be helpful in looking at our customer service and gauging our customer’s satisfaction and perceptions.  For your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers.
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,
Agent Name
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]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]I was told my [redacted] that my reservation was not in their system and that I would have to make a new reservation.  they could not show record of my Mexican phone number or my name and that my reservation was not in the system.  my hotel reservation I was told needed to be done thru Expedia .mex which I could not do since it was all in Espanola.  my trip to Mexico city was very important to me for my profession so when they said my reservation didn't exist under my name or Mexican phone number

Thanks for your response expedia!Yes, I got a refund for all the hotels you sent me to and I never staid at because of the horrible lotion, false information or they were already booked. My problem is not solved as I had to find a hotel myself at 2:00 am in the morning because the hotel you sent me to was already booked!I expect you to pay for my stay at the only hotel that was available in the area at that time. I also spent a lot of money on taxi costs.I am happy to explain AGAIN in detail about your service and what you put me through that night plus send all pictures and receipts!!! (attached is the amount I had to pay at the only hotel available, please note, that is USD not Can)I look forward to hear back from you soon. [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

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: 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]

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

June 16, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a request for a date change on a hotel reservation.
 
Our records reflect on May 5, 2016 Mr. [redacted] accessed Expedia.com and self-booked Itinerary # [redacted] for a stay at the [redacted], Switzerland to check in July 12, 2016 and checking out July 13, 2016.  The customer contacted Expedia to advise that he chose an incorrect date on his booking and asked our assistance in changing the date. 
 
The terms and conditions provided by the hotel for this reservation and agreed to by the customer at the time of booking state:
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.
 
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 thier selection details on several pages for review, including the final payment screen. Expedia.com serves as a third party booking intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners.
 
On May 11, 2016 Expedia spoke with a representative of the [redacted] to advocate on behalf of Mr. [redacted], requesting they set aside their no-change policy and allow a date change. They denied that request and informed Expedia they would be enforcing their booking terms which state no refunds for changes or cancellations. While Expedia regrets the hotel’s decision, due to the rules and restrictions agreed to at the time of booking, we are unable to offer a date change or refund for this itinerary.
 
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

April 26, 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 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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on March 22, 2017, the customer self-booked a Hotel Collect reservation (amount to be charged directly by the hotel, not Expedia – Expedia received no funds from Ms. [redacted]) through the Expedia.com website. Accommodations were at the Double Tree by Hilton Hotel Biloxi from April 6, 2017, to April 9, 2017. We understand from the complaint, the customer is requesting a refund. As this particular reservation is a Hotel Collect reservation, no money was charged to the customer by Expedia. Please note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. However on April 26, 2017, Expedia processed a courtesy refund in the amount of $307.54 back to the customer’s original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refunds. We apologize for any inconvenience this delay may have caused. 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] Corporate Customer Service

September 15, 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 hotel reservation booked on Expedia.com.
 
We can confirm the customer contacted us on August 26, 2015, requesting to cancel a hotel reservation that was self-booked on Expedia website. The terms and conditions of the reservation stated it was non-refundable and non-changeable. This information was provided to the customer prior to finalizing the booking. As a result of the terms, the reservation could be cancelled but the customer would not receive a refund. The customer agreed to keep the reservation. We stand by our previous decision and will not honor a request for compensation.
The customer also stated the hotel received less than stellar reviews from [redacted] and [redacted].  As a third party intermediary, Expedia has no control over the hotel ratings and/or amenities offered by the vendor. We regret the customer felt we should.
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,
 
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

September 14, 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: The response from Expedia is completely unacceptable.
First, Expedia should be fully responsible for all the hotel reservations at their website. If the reservation is made, but the hotel states that they don't have any information in their system and they can't honor it, Expedia should take full responsibility for it. Honestly, I have booked so many hotel reservations in the past and I have never experienced this type of problem. To me, this is the worst experience for hotel reservation. I would never use Expedia to book anything in the future. Their credibility and reputation have completely lost on my side.
Second, Expedia just ignored the truth I am telling. They tried to escape from the responsibility they should take. I just wonder what is your feeling when you got rejected after 2-hour driving to the hotel you booked around 10pm at night. They don't want to have the issue resolved rather than blaming the customer not calling them at late night. What a disappointment to their response.
Third, as one of travel booking websites or companies, Expedia doesn't even meet the customer's minimum need: make things work. This type of mistake is absolutely unforgivable.
Finally, I just want share my terrible customer experience with Expedia. Think about twice when you decide to make any reservation with Expedia. As a customer, I will never make any reservation with Expedia in the future, plus I will try to convince my family and friends to avoid Expedia as much as possible. I believe that Expedia will lose more and more business if they keeps treating their customers like this.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:  I don't agree with Expedia's explanation.  the first point that I disagree with is that flight was cancelled.  Aero Mexico told us, when checking in, that our reservations had been cancelled  and we should contact Expedia with any problems.  Nothing was said about the flight being cancelled   After buying the one way tickets from Mexico City to Portland, Oregon at 8:49 am, we watched our original flight on the departure board.  That flight left as scheduled.  Now, I didn't see that flight leave but the departure board stated that it did.  We left Mexico City at 11:53 am on Delta flight #1153 as scheduled.  Somebody is not telling the truth and I ended up paying for the mistake.  I was refunded the amount reported by Expedia but I don't believe that it was fair compensation.
Sincerely
[redacted]

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