Expedia Inc

Complaint: [redacted]I am rejecting this response because:The response from the business stated they needed more time to obtain information from the airlines. This response is somewhat puzzling in that my complaint had NOTHING to do with any airlines. My complaints were strictly based on Expedia's failure to honor their best price guarantee, and their poor customer response in that they did not appear to have actually read or researched my claims...which is ironic since they did not apparently read the complaint forwarded by the Revdex.com as well. As frustrating as my experience with Expedia has been, I am somewhat vindicated that their response to the Revdex.com complaint was treated with the same apathy and inattention to detail demonstrated in their MANY previous responses to my attempts to resolve this amicably.Sincerely,[redacted]

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 31, 2016
 
Revdex.com
Expedia – 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 complaint #[redacted]) regarding the refund request. 
 
Our records show on May 27, 2016, Ms. [redacted] self-booked an Expedia.com flight reservation via booking number [redacted], with travel date commencing July 15, 2015. We understand from Ms. [redacted] complaint, due to an Expedia.com site error the name on the flight reservation was booked incorrectly and after contacting customer support no proper resolution was given. The customer is requesting a refund due to site error.
 
Upon researching the customer’s complaint, we can confirm on July 21, 2016, when Ms. [redacted] brought this matter to our attention, the customer accepted a $200 Expedia travel coupon and was placed on her account. Ms. [redacted] was also provided assistance with her account details.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As an agreeable resolution was already provided to Ms. [redacted], 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

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

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]

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:
 
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]

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