Expedia Inc

Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
On April 21, 2016, Expedia contacted the customer to rebook their trip using the flight credit; however the customer declined to pay half of the fare difference.  The customer advised, she contacted Expedia to rebook the flight; however, the agents could not assist her and the price increased.
As Expedia works from a live inventory, prices and or availability will fluctuate.  Reservations are not confirmed, until it is booked.  We advised the customer, if they would like to call back once the price was lower she can; however, Expedia will not guarantee the price will be the same.  
Expedia will honor the credit amount of $1,736.00 minus the change fee of $150.00 per person; and for the fare difference the customer and Expedia will pay half of the fare difference.  In addition any remaining or unused credit will be considered as lost, the customer must book and complete travel by 2016.
We thank you for allowing us to address this matter further. 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
Tell us why here...

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

May 24, 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 Ms. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. As Expedia does not administer nor outline the coverage of the insurance policy, we cannot dictate the definitions of a covered service. At the time of Ms. [redacted] booking, the Terms and Conditions regarding the insurance policy and a detailed description of the plan coverage is clearly stated and she may also access the coverage on her Expedia itinerary. At this time, we are requesting the customer submit her insurance claim number so we may contact the insurance provider on her behalf. The customer may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist Ms. [redacted] further. Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

Revdex.com:Complaint ID [redacted]
Expedia needed my itinerary number #[redacted]Sincerely, [redacted]

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

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 refund request.
 
Our records reflect on January 23, 2016 Mr. [redacted] contacted Expedia.com and booked itinerary # [redacted] for round trip flights for six people departing on May 14, 2016 from Cincinnati, Ohio to Cancun, Mexico returning on May 20, 2016.  The itinerary also included three rooms at the [redacted] for corresponding dates.  The customer is reporting he requested the three rooms be suites with swim up pools but the rooms booked were ocean front but not swim up accommodations.  He feels he paid for that option and is asking for a partial refund.
 
As he has mentioned, our information shows he has spoken with several levels of customer service at Expedia and on June 10, 2016 an email, with the final research decision, was sent to the customer. 
 
While Expedia does record random calls, not all calls can be captured.  Our corporate research agents attempted to locate this booking call and regrettably it was not recorded.  However, the resort was contacted and they confirmed the rooms they provided were what was booked and also what was paid for.  They confirmed the swim up rooms are priced at a higher cost than the customer paid.
 
The itinerary was emailed to the customer immediately upon finalization of the booking and the room description on the itinerary shows:
Room description: Excellence Club Jr Suite OCF - Adults Only, All inclusive
Includes: All-Inclusive, Free Wireless Internet, Free Valet Parking
Nonsmoking/Smoking: Non-Smoking
Room type: 1 KING BED
 
The itinerary room type does not show it to be “swim up”.  The customer had ample time to review his itinerary, and contact Expedia regarding the room type not being as he wanted, so it could be corrected.  However there is no indication any contact was made pre-travel.  Had he called to request the room type be changed, he would have been charged the increase in price between the regular suite booked and the swim up suite, if he had wanted to make that change.
 
The cost of the swim up rooms would have been higher than he was charged for this reservation, at booking, which was confirmed by our site pricing and also in conversation with the resort.  The customer did receive and stay in the rooms he paid for. 
 
While we regret the customer feels he did not get the room type he requested, there was no over-charge as he was not charged for swim up rooms.  Therefore, as he has been informed in the email sent on June 10, 2016, Expedia cannot agree to his request for a refund in the amount of $1296.00 as he was not overcharged in this amount.
 
Also of note, an Expedia agent did offer Mr. [redacted] a future travel voucher in the amount of $200.00 for his inconvenience, however he refused the coupon. 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
I DID RESPOND TO THE COMPLAINT, IN GREAT DETAIL IN FACT!  Must have been a glitch.  Expedia finally paid me back 6 months later.  That’s unacceptable in my opinion still.  Not only that, But I paid in American dollars and they paid me back in NZ for about a $200 loss on my part.  Close the case, I’m exhausted after 6 months of fighting.  I’ll never use them again.
 
[redacted]

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

December 21, 2015 Revdex.com Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms. [redacted]. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. The customer has submitted a copy of the additional charges incurred as requested. On December 21, 2015, Expedia processed a refund in the amount of $645.50 back to [redacted] original form of payment. We apologize for any inconvenience the 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] Tier 3 Customer Service

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

concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservations.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.
Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Tier 3 Customer Service

October 14, 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 Case number [redacted]) regarding a Hotel Collect reservation. Our records indicate on October 6, 2016, the customer self-booked a Hotel Collect reservation (amount to be charged directly by the hotel, not Expedia – Expedia received no funds from [redacted]) through the Expedia.com website. Accommodations were at the [redacted] from October 6, 2016, to October 8, 2016, through the Expedia.com website. 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. In addition, the terms and conditions which were agreed to by the customer at the time of booking and are listed on the customer’s itinerary: • Cancellation and Change Policy: Refundable • Cancellations or changes made after 6:00 PM local hotel time, Wednesday, October 5, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. • 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 October 14, 2016, Expedia contacted the hotel directly on behalf of the customer and were advised that the customer was only charged the penalty fee of 1 night as per the hotel’s terms and agreements which the customer agreed to at the time of booking. 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

June 20, 2016
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. [redacted]. Please thank him for providing the requested information for refund consideration. We are pleased to confirm that we processed a refund request in the amount of $251.00 to his original form of payment. Refunds like this usually take 3-7 business days to post depending on how quickly the credit card company processes refunds. We regret any inconvenience related to 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,
Marlon J[redacted]
Tier 3 Customer Service

January 12, 2018 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  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 flights, a car, flight insurance, and car insurance We understand [redacted] is asking for a refund for $1064.73. Our records show the purchase made on August 3, 2017, using the Expedia.com website, was for roundtrip flights with Hawaiian Airlines from Seattle to Maui on November 25, 2017, returning December 1, 2017, and limited flight insurance with AON, for passengers [redacted] and [redacted], as well as a midsize SUV with Thrifty for six days for pickup on November 25, 2017, and limited car rental insurance with AON for [redacted]. The total cost of all four items was $1685.60.On August 7, 2017 [redacted] contacted us and inquired on changing only her flight ticket, to depart November 24, 2017, instead of November 25, 2017. Our agent reiterated the flight fare rules which had previously been provided at the time of purchase and accepted. They include:• Prior to departure voluntary changes could be made for a change fee of $200.00, plus any difference in fare, per ticket; or, the tickets could be canceled and refunded for a fee of $200.00 per ticket.• After departure the ticket, or any b[redacted]ce of the ticket would be nonrefundable; changes may be made at a cost of $200.00 per ticket plus any fare difference, with limitations on the routing, flights, travel dates and class types which may be provided for changed travel.On August 7, 2017 [redacted] chose not to exchange her ticket; however, the same day the customer or an authorized user accessed the itinerary online from [redacted]’s Expedia.com account, and completed the cancelation of the midsize SUV and the car rental insurance. A full refund of the items was processed back to the original form of payment in the amount of $344.80.On August 7, 2017 a new itinerary was purchased through the Expedia.com website including a Premium SUV with Budget and limited car rental insurance with AON for six days, with pickup on November 25, 2017, at a total cost of $ 544.54, for [redacted]. On November 20, 2017 [redacted] contacted us by phone to inquire about exchanging only the ticket for [redacted]. Our notes indicate the request was a change from a roundtrip ticket to a return only ticket, to travel from Maui to Seattle, on November 29, 2017. At that time the fare rules were discussed again. The only charge made for the exchange was for the $200.00 change fee. The limited flight insurance with AON which covered for the Hawaiian Airlines flights for [redacted] and [redacted] required that any costs for exchanges be paid directly by the purchaser. Claims may then be submitted to AON to be considered for reimbursement. This information was provided and accepted at the time the insurance was purchased. The information in regards to what may be covered and how to submit a claim are still available from the itinerary online. In addition, the customers had ten days from the date of purchase to review the terms of the insurance and were able to cancel for a refund until August 13, 2017.Expedia.com is unable to pay for voluntary exchange fees, even when our customers are certain that AON will approve their claims. We are unable to submit requests for Expedia.com to be reimbursed costs paid by Expedia.com, under the insurances which are purchased by our customers.On November 25, 2017, we received a call advising the ticket which had been exchanged for [redacted], should have retained the same outbound travel date of November 25, 2017, matching the ticket for [redacted], and [redacted] should’ve only had the different return date of November 29, 2017..[redacted] had been escalated to a supervisor who correctly documented the call and was taking action to resolve the situation. At that time Mrs. [redacted] disconnected the call. Our agent tried to call her back but there was no answer. The timing of the call indicates that it was just prior to boarding time of the flight. The onus of action was for Mrs. [redacted] to contact us back if she still needed assistance, once she was able to discuss the matter. We have agents available to assist 24 hours per day, seven days per week. However we didn’t hear back from anyone and had not been advised that a new ticket had been purchased.To consider any refund or compensation for the ticket purchased for [redacted] to fly one-way from Seattle to Maui on November 25, 2017, on Hawaiian Airlines flight number 29, we would need a copy of the receipt provided showing the flight detail mentioned, as well as the purchase date of November 25, 2017. If the receipt doesn’t have all of the details, we still encourage [redacted] to provide it, and we will try to verify it with our airline partner. In regards Budget advising [redacted] that Budget wasn’t aware of rental car insurance coverage, we regret any inconvenience. The limited car rental insurance purchased by our customers is provided to our customers who purchase the insurance, or authorized users who have access to the itinerary or to call in on the account. Similar to other insurances, proof of coverage must be provided at the time the vehicle is picked up. It’s also important to note regarding car rental companies that they offer multiple types of insurance. They may have similar coverage for the rental car. Even when they are provided proper proof of coverage, they may still offer their coverage which is not identical. They will highlight the portions of the insurance which are different, and they feel may be an asset to the buyer. In addition, some of the insurance coverages offered by the car rental company may be completely different from the rental car coverage offered on Expedia.com, and some insurance coverages may be required in order to drive in the localities in which the vehicle is being provided.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,Denise [redacted]Corporate Customer Service

June 1, 2015 Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-[redacted] Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing...

us to addressthe comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from you. Expedia, Inc. isresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted])regarding Expedia Loyalty Points.  Weunderstand Ms. [redacted] is requesting the return of Loyalty Points previously transferredto a travel coupon. On June 1, 2015 we attempted to contact the customer toacknowledge receipt of their Revdex.com complaint. Our records indicateon May 3, 2015 the customer redeemed 14000 Expedia Loyalty Rewards points for a$100 Expedia travel coupon with the intent to apply the coupon to a packageflight / hotel booking.  The travelcoupon would not properly apply to the itinerary and while the customercontacted Expedia for assistance, the coupon was never able to be applied tothe booking.  The customer has requestedthe coupon be deactivated and the points be restored to her loyalty account.  OnJune 1, 2015 Expedia has met the customer’s request.  The Expedia Travel Coupon has beendeactivated and the 14000 Loyalty points have been manually re-added to heraccount for future use.  In addition, Asa courtesy, we have provided her online Expedia account with a $25.00 ExpediaTravel Coupon that can be redeemed toward the future purchase of an ExpediaSpecial 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 immediatelyaccessible within your account under the email address [redacted]@gmail.com. We hope she will allow us the opportunity to improve upon her experience inthe future.  We thank you forallowing us the opportunity to address the issues that were brought to ourattention.  If you have any furtherquestions or concerns regarding this matter, please feel free to contact us.  Sincerely, [redacted]Tier 3 CustomerService

July 3, 2015Revdex.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 his concerns were not addressed adequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted]. [redacted] (Revdex.com case number [redacted]) regarding a car rental reservation.  We understand the customer is stating there were additional costs required by the car rental provider at the time of pick-up that he was not aware of prior to arriving at the car rental counter.  On July 3, 2015, we attempted to contact the customer to acknowledge receipt of his Revdex.com complaint but were unable to reach him. Our records indicate on June 10, 2015, the customer or an authorized user in the account self-booked a car rental reservation on Expedia.com with [redacted] as the selected provider.  The car rental reservation was booked as a “pay later” reservation with a different drop-off location than the original pick-up location and a base rate quoted by Expedia in the amount of $23.12.   Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and are subject to the terms and conditions of those providers.  In most cases, car rental companies will charge extra for a one-way rental reservation, refueling option, additional insurance coverage, and other counter items that may be requested at the time of pick-up.  Other fees may include local and state taxes and airport surcharge taxes.  During the booking we provide the customer with the following rules and restrictions to read through before completing checkout.  These rules include, but are not limited to, the following: •        Additional charges or restrictions may apply for drivers under 25 or over 65.•        Charges for refueling, additional drivers, etc. are not included in the total price.•        Geographical restrictions may apply, even for rental contracts that feature unlimited mileage. Some car rental companies do not allow you to take their vehicles across certain domestic or international borders, or may apply an additional charge to do so. •        Your rental may have mandatory, local insurance requirements that result in additional charges at the time of rental.•        The total price includes all mandatory taxes and fees. Other Terms and Conditions provided for the customer during the booking period advised:-              Insurance: TOPIC-SUPPLIMENTAL LIABILITY INSURANCE-21.99 PER DAY-              Age Restrictions: AGE 18-20 YRS- -1- PAYMENT-MAJOR CREDIT CARD REQUIRED. -2- PROOF OF FULL COVERAGE INSURANCE. -3- AGE FEE-18 TO 24YRS-20.00 PER DAY. AGE- 21YRS OR OLDER-              Deposit: ALL RENTERS MUST PROVIDE A DEPOSTT OF 200.00 OR 30 PER CENT OF THE ESTIMAED RENTAL COST#PLUS THE ESTIMATED RENTAL COST AT THE TIME OF RENTAL OF PICKUP.-              Collision Damage Waiver: ALL RENTERS MUST PROVIDE A DEPOSTT OF 200.00 OR 30 PER CENT OF THE ESTIMAED RENTAL COST#PLUS THE ESTIMATED RENTAL COST AT THE TIME OF RENTAL OF PICKUP.-              State and Local Taxes: TAXES AND FEES-AIRPORT ACCESS FEE- 10 PCT. SALES TAX - 10.3 PCT. GOV SERVICE FEE 10 PCT. CUSTOMER FACILITY FEE 3.75 PER DAY. VLRF FEE 1.99 PER DAY.-              Drop-Off Charges: VEHICLES MAY BE DROOPED TO THE FOLLOWING E-Z LOCATIONS- LOS ANGELES AND SAN DIEGO. ** A DROP FEE MAY APPLY **-              LOCAL RENTERS ARE SUBJECT TO A MILEAGE CAP OF 150 FREE MILES PER DAY AND 0.39/MILE ABOVE THIS AMOUNT TOTALING THE ENTIRE RENTAL PERIOD-              Return Fueling: PRE PAID FUEL OPTIONS-THE RENTER MAY PURCHASE THE PRE-PAID FUEL OPTION AT THE RENTAL COUNTER AT THE TIME OF RENTAL.THE PRE-PAID FUEL OPTION IS THE PURCHASE OF A FULL OR HALF TANK.THE RENTER HAS NO OBLIGATION TO REFILL THE TANK UPON RETURN OF THE VEHICLE. While we understand the customer is requesting a refund for the difference in cost, the original quote was provided as an estimate along with the taxes and fees that would be collected by the car rental agency which may vary from city to city.  As such, we are unable to provide a refund as requested.  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,Millicent F[redacted]Tier 3 Customer Service

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.  We understand Ms. [redacted] is requesting flight credit.
Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that Ms. [redacted] provide us with the itinerary number. The requested information will enable us to appropriately address Ms. [redacted] concerns.
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

August 22, 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

May 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 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 May 8, 2016 we received the receipt of the Revdex.com complaint the Revdex.com complaint.
Our records reflect on September 3, 2015, the customer self-booked a package reservation, using Expedia.com.  Travel was on US Airlines, departing September 7, 2015, from Detroit, Michigan to New York; returning on September 9, 2015, from New York to Detroit, Michigan. The hotel stay at the TRYP by Wyndham New York Time Square, check-in date September 7, 2015, check-out date September 9, 2015. A roundtrip shuttle from the airport to the hotel, starting on September 7, 2015. The customer is stating that he had canceled the package reservation and was advised that he would have a flight credit; however the customer has not been able to rebook using the flight credit.
Upon further researching this matter, we can confirm on May 8, 2016, the customer contacted Expedia, wanting to rebook using the flight credit. Our agent advised the customer the change fee of $200.00, plus any fare difference. The customer advised he wanted the new dates for July 7, 2016, from Columbus, Ohio to New York; returning July 10, 2016, from New York to Columbus with American Airlines. Our agent advised the total charge to change the flight was $224.50, the customer did agree.
In reviewing Mr. [redacted]’s account, the flight is confirmed and active for travel with American Airlines, departing July 7, 2016 from Columbus, Ohio to New York; returning July 10, 2016, from New York to Columbus.  Since the ticket was exchanged, 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

March 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:
Contacting Expedia during my trip in Europe is not easy. Expedia claims that the car rental terms and conditions are clear which state all the insurance charges and other charges, let me just be clear that those terms and conditions are hidden from the customer for the following reasons.First when I made my reservation on the main page there is an options to have your search based on some preferences, some of those options are Navigator and Car seat (See attached file), selecting those should mean that my search should display the car rentals with those options as part of the cost otherwise its not clear what those options are used for if this is not the case, so having said that rules and restrictions stated for car seat and navigator is not clear that it was not included in the price displayed at time of reservation. Also the insurance rules state the following:INSURANCE- THIRD PARTY LIABILITY INSURANCE IS INCLUDED IN THE RENTAL RATES. . WE ALSO PROVIDE PRODUCTS THAT WAIVE SOME OR ALL OF YOUR LIABILITY TO US FORDAMAGE TO THE RENTAL VEHICLE. SEE LDW (LOSS DAMAGE WAIVER), SDW (SUPER DAMAGE WAIVER) AND TP (THEFT PROTECTION).
That means insurance should be part of the cost that Expedia shows as their total when reserving the car, also it doesn't say that the insurance is mandatory by Dollar and no other insurance is allowed at the time of picking up the car.
So obviously even if I have contacted them directly they don't seem to be inclined to resolve the issue and refund me the over charges that I was not aware of at the time I reserved the car, although I have used them to reserve my flight from LAX to Germany and from Germany to Paris, I don't think I will be willing to use their service anymore. Sincerely,[redacted]