Expedia Inc

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

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

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

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

Complaint: [redacted]I am rejecting this response because:
 
Seven days later, and no refund was made and no confirmation that a refund from Azul Airlines is in progress.
 
A timeline of two billing cycles is not acceptable considering that the refund was requested five months ago. An expedited refund is the least that Expedia could provide.
 
Expedia didn’t mention the $41.00 insurance fee for which I also requested a refund. The Airline service was cancelled and I could have used the insurance service to help me with the return flight expenses. However, I  believed that I would receive the offered refund and I bought another return ticket. It has been 5 months since I requested a refund and Expedia conveniently as a “third party company” doesn’t have a mechanism to make it happen. Worst of all, If Expedia communicated with the airline on previous occasions about the issue, Expedia failed terribly doing its job as an intermediary not communicating with me, YOUR customer.  
Sincerely,[redacted]

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
 %3

Complaint: [redacted]I am rejecting this response because: 
We have contacted Expedia on many occasions starting on Feb 5 2016 and their answer is always "someone will get back to you", our experience tells us that no one does ever get back to us. This delay is another way for Expedia to evade responding to this issue.Sincerely Frustrated,[redacted]

August 4, 2015
 
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.
Our records reflect that on December 20, 2014, Mr. [redacted] booked an Expedia Vacation Package which included roundtrip flights from Kansas City, Missouri to Los Cabos, Mexico and a five-night stay at the [redacted] from February 28, 2015, through March 5, 2015.
We understand from Mr. [redacted] complaint that he was unable to make his flight to Los Cabos because his flight had been canceled due to bad weather. Mr. [redacted] says that he has attempted unsuccessfully to obtain a refund for the unused hotel reservation.
While we do not view this complaint as something Expedia is responsible for, because we value Mr. [redacted] as a customer and regret the experience that he reports, we have already undertaken an exception to resolve his complaint.  A refund in the full amount of $800.00 was issued to his original form of payment. Refunds like this typically take 3-7 business days to post to individual accounts, depending on how quickly the credit 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,
Marlon J[redacted]
Tier 3 Customer Service

October 17, 2017   Revdex.com Expedia – DuPont, WA Complaint Department   Re: Expedia Case #: [redacted] / [redacted] / [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 refund of the booking fees.   Expedia processed a refund on October 17, 2017, in the amount of $3.85 for itinerary [redacted], $3.28 for itinerary [redacted], and $3.66 for itinerary [redacted]. The total refund is $10.79 back to the original form of payment. The time it takes to receive said refunds will depend on the credit card company or banking institution. We ask that the customer please allow at least two billing cycles.   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,   LaToya J[redacted] Corporate Customer Service

June 7, 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 Ms. [redacted] is requesting a refund. On May 20, 2016, we received the receipt of the Revdex.com complaint.
 
Our records reflect on April 26, 2016, an agent assisted the customer book a package reservation. Travel was on American Airlines, departing May 3, 2016, from New York to Minneapolis, Minnesota; returning on May 7, 2016, from Minneapolis, Minnesota to New York. The hotel stay at the Shakopee Travelodge, check-in date May 3, 2016, check-out date May 7, 2016. The customer is stating the agent booked her far from the requested destination.  The customer is stating she had requested Expedia change the hotel be closer to the destination, however Expedia would not change the hotel.
 
Upon further researching this matter, we can confirm on May 2, 2016, the customer contacted Expedia, requesting a manager. Our agent transferred the customer to a supervisor. The customer advised the agent booked the return flight incorrectly, our supervisor advised the airline ticket was nonrefundable. The supervisor advised the customer that if she wanted to make a change that she would have to pay for the change fee and fare difference.
 
The customer declined to make any changes to the flight, however requested to cancel the hotel reservation. Our supervisor advised the customer the hotel was nonrefundable; however as a one-time courtesy Expedia would refund for the hotel booking in the amount of $222.70. The customer did agree.
 
On May 3, 2016, the customer contacted Expedia, advising the agent that assisted her with the booking had booked the hotel too far away from her destination. The customer advised that she had requested to be near the Chanhassen area. Our agent was able to verify the Shakopee Travelodge was about 1.10 miles from the destination. Our agent advised the customer was refunded already for the hotel on May 2, 2016 in the amount of $222.70.
 
Our agent offered the customer a $200.00 coupon for a hotel booking; however the customer declined. The customer requested a manger; our agent transferred the customer to a supervisor. Our supervisor advised the customer that Expedia already refunded her for the hotel booking and offered a $200.00 coupon for a hotel booking. Expedia could not offer any more compensation for the issue; the customer disagreed and requested Expedia to rebook her at a hotel closer to the area at Expedia expense.
 
Our supervisor again advised the customer Expedia could rebook her and use the coupon; however the customer would be responsible for the taxes and the fees. The customer again decline. No further action was taken.
 
Expedia can confirm the customer contacted us one more time in regards to the refund.
 
In reviewing Ms. [redacted]’s account, the customer was refunded on May 2, 2016, in the full amount of $222.70. Expedia strives to provide the highest level of customer service. We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern.
 
Since the customer was refund on May 2, 2016, Expedia will not honor the request for any further 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,
Delia K[redacted]
Tier 3 Customer Service

October 12, 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 [redacted] is requesting a refund. On October 7, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on August 30, 2016, the customer self-booked a flight reservation for [redacted]. Travel was on China Airlines, departing September 26, 2016, from Manila, Philippines to Tokyo, Japan; returning on October 1, 2016, from Tokyo, Japan to Manila, Philippines. The customer is stating they contacted Expedia to cancel one traveler from the flight. The customer is stating Expedia advised the customer would be refund; however the customer has not received the refund.
 
Upon further researching this matter, we have no record the customer contacted Expedia to cancel one traveler from the flight reservation.
 
In reviewing the customer’s account the travelers for [redacted] all used the flight. The traveler for [redacted] did not.
 
Based on the airline policy the ticket is refundable minus a cancellation fee of $40.00. On October 12, 2016, Expedia submitted the refund request to China Airlines.
 
The timeframe for the refund is up to 8-weeks from the airline; which is a standard timeframe for all airlines.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service