Expedia Inc

September 11, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns
which have been brought to our attentionExpedia, Incis 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 *** *** (Revdex.com case number ***) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier Customer Service

November 30,
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: ***
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 *** *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr*** is requesting a refundOn November 28, 2016, we received receipt of the Revdex.com complaint
Our records reflect on November 27, 2016, the customer self-booked an opaque hotel reservation at the *** *** *** chedate November 27, 2016, check-out date November 28, The customer is stating they encountered an error while booking the reservation
Upon further researching this matter, we can confirm on November 27, 2016, the customer contacted Expedia requesting to cancel and receive the refund for the hotel reservationThe customer advised they selected a 4-star hotel; however the customer received a 3-star hotelExpedia advised the customer that the reservation was nonrefundable
Expedia is able to review the customer’s booking session that was done on November 27, The customer did not select to search for a 4-star hotelThe site did advise the customer that the hotel was a 3-star rating and the customer continued with the booking
Expedia contacted the hotel on the customer’s behalf; they will not authorize the refund
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 providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia 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 hope the customer understands Expedia cannot honor the request for the refund
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Tier Customer Service

Complaint: ***
I am rejecting this response because:It was not my SON it was my husband and there is no itinerary number because we never completed the transactionThere are no fees to be refunded at this time and you can't put a price on the time wasted on dealing with your staff, who spoke barely a word of English and were not even in this countryMy issue is primarily with the way the customer service handled the situationMy family travels overseas to Egypt and to Canada three to four times a year and we will not be using Expedia ever againWe are also turning friends and distant family from your services Sincerely,
*** ***

July 12,
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: ***
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 *** *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms*** is requesting a refundOn July 12, 2017, we received receipt of the Revdex.com complaint
Our records reflect on July 11, 2017, the customer self-booked a hotel reservation at the Comfort Inn & Suites, Kenosha with a chedate of July 11, 2017, and with a check-out date of July 12, 2017, via itinerary number ***The customer is stating that she was not disclosed the weight limit for her pet
Upon further researching this matter, we can confirm on July 11, 2017, the customer contacted Expedia advising that she booked a pet friendly hotel; however the hotel has a pet weight limit; which is pounds and underThe customer advised that her dog is poundsExpedia contacted the hotel; they confirmed that the pet weight limit was pounds and under
The hotel authorized the full refundExpedia advised the customer; however the customer declined the refundedExpedia offered to rebook the customer at another hotel and that Expedia would cover the additional cost, the customer agreedExpedia booked the customer at the La Quinta Inn Pleasant Prairie/Kenosha with a chedate of July 11, 2017, with a check-out date July 12, 2017, via itinerary number ***
Expedia refunded the customer for the difference of $to the original form of payment
Based on the above, Expedia is unable to honor the request for the refund
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service

July 27,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a hotel reservation. We understand the customer is requesting a refund for their hotel reservationOn July 27, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint
Our records indicate on June 8, 2015, the customer self-booked a hotel reservation, itinerary number ***, at The *** *** in Bicknell, Utah for cheon June 20, 2015, and check-out on June 21, 2015. We can confirm the customer submitted a Best Price Guarantee on July 8,
Our records show that this matter was resolved July 21, with a refund of $processed back to the customer’s accountIf the customer’s issue has still not been resolved, please feel free to contact our Customer Support Representatives who are available to assist you hours a day, seven days a week.
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,
Britt M***
Tier Customer Service

Complaint: ***I am rejecting this response because: Even though Expedia keeps saying that they are a third party provider to book hotels, etcThere still should be some responsibility for how the hotels etcare portrayedYes, I understand that I had the option to do the time share or not do the timeshare but months prior to leaving for my "vacation" for lack of better words, I was under the impression that the for sauna island tour was already included and was told by staff when I got there that in order to get the free coupon I would HAVE to sit through the timeshareI budgeted a certain amount of money to bring with me on the trip so at that point, I really didn't have an option unless I wanted to pay for it out of pocketSecondly, I don't know what kind of records you have or hold regarding when customers call in but I had called expedia several times during my stay in Punta Cana as well as when I returned homeI also spent many HOURS sitting in the downstairs lobby speaking with an expedia representative directly who was unwilling to help and said to me that I would have to call the customer service lineI believe his name was IVAN. How convenient that there all of a sudden are no records of any of the conversationsHad I known that they would magically disappear I would have recorded every such conversationI appreciate that Expedia was willing to give me the I spent on the most horrible saona island tour excursion I have ever been on but that to me is just not satisfactoryI am willing to settle somewhere in the middle and accept a credit on my account for a future booking but is not a sufficient amount to even book anything! I would accept at the very least a 300.00 credit to book a hotel in the futureThat is nowhere near what I feel like I should get back but that is more than fair!Sincerely,*** ***

Complaint: ***I am rejecting this response because:
1- I have trusted Expedia as their loyal customer for more than years, therefore, I have given them my credit card details to secure the booking, especially it was a pay later ( to be collected by the hotel upon check out) and not prior to check in at all( so the hotel broke the rules, and Expedia must take an action for that)
2- I have made my booking through Expedia and they are supposed to protect their customers, So they have to solve this issue with the hotel and not me as I haven't dealt with the hotel from the beginning
3- From my calls to the customer sevice I was told that the hotel didn't receive a letter about my cancellation on the 1st JulySo it was Expedia mistake, and I am the victim where I lost my money
4- Also I am not disputing the amount with my credit card coI think they missunderstoodI have informed my credit card coabout my case so if they can help me in solving it, since Expedia informed me that a refund was made on July 1st, I have forwarded this message to them to locate the amount, but nothing was refunded at all
5- I have my credit card statement from the date the property debited the amount until yesterday and it shows no refund was madeAnd I am willing to email it to you as a proofBut please provide me with a secure method to send it
6- And finally, If any refund was made as they have mentioned I would be grateful if they can send me the proof for the transaction to forward it to my bank to locate the amount
7- I haven't lost my trust in Expedia yet, but I hope they will solve my case and refund my money back
8- I have had a similar issue with Booking.com where I booked a hotel and the hotel didn't refund the amount, so Booking.com phoned me and gave me a secure link to enter my credit card details and refunded the full amount and they told me they will follow with the hotel, as its not my mistakeSo I hope that Expedia would be the same
Sincerely,*** ***

Complaint: ***
I am rejecting this response because:Expedia attempted to contact me on October 16, while I was still at workNo phone number was left in the voicemail, but I attempted to call them back using the number on caller IDIt just beeped at me a bunch of times and hung upExpedia can contact me again by phone tomorrow (October 17, 2017) to try to resolve this during the following times PST: 8:30am-9:30am or 12pm-2pmI look forward to discussing an agreeable resolution to my complaint.
Sincerely,
*** ***

really it amazes me how you people it says right on your cancel receve full refund and no in tbe itinerary does it say anything about the delosit but when a brown guy comes to stay at the hotel its time charge if you and tbe redlion think your going to get away with this your stupid I wont stop and I wont stop posying all ovet socail madia how horrible both companys are and I bet I can round up a buncha people you guys did this to before your gling to have a lota free ads and reveiewsComplaint: ***
I am rejecting this response because:
Sincerely,
*** ***

September 21,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a hotel reservation. We understand the customer is requesting a refund for their hotel reservationOn September 21, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint
Our records indicate on November 26, 2014, the customer self-booked a non-refundable hotel reservation, itinerary number ***, using the Expedia websiteHotel stay was at the *** *** in Laugarvatn, Iceland; for cheon June 21, 2015, and check-out on June 25, 2015. The room type selected at the time of booking was a Quadruple Room and the customer requested Twin bedsOn that same day, the customer self-booked another reservation at the same property, for cheJune 22, and check-out on June 25, 2015; the room type selected was a “Family Room”We can confirm the customer contacted us on November 26, 2015, requesting to cancel the hotel reservation booked under itinerary number ***
We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before finalizing the itinerary
The terms and conditions agreed to at the time of booking were as follows:
For this reservation the hotel charges the full booking amount of EUR within hours of bookingCancellation and Change Policy: Non Refundable
The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, the hotel will not return your booking amount
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 providersAs *** *** in Laugarvatn was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulationsExpedia did advocate on behalf of the customer, but received no approval to provide a refund
On September 21, 2015, Expedia advocated again on behalf of the customer with the hotelThe hotel owner, ***, acknowledges the customer spoke to him directly in-person regarding this reservation and stated even though the reservation was nonrefundable, he offered to refund approximately EUR, however the customer declined at that timeHe says he provided the customer his business card and is offering to discuss the matter further if the customer calls the property directlyAs we are not the merchant of record, the hotel owner requests that any billing inquiries or questions are to be done by contacting the property directly
We regret that our response cannot be more favorable and hope that, despite the customer’s recent experience, she will continue to use Expedia for her future travel arrangements, thereby allowing us the opportunity to restore her faith in our company. As a gesture of goodwill, we have placed a $Expedia Travel Coupon in her permanent account for use on a future tripThe coupon is valid for one year from the date of issuance, to be used on a future booking of an Expedia Special Rate hotel or an Expedia Vacation package that includes a hotel
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,
Britt M***
Tier Customer Service

May 17,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
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 *** *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr*** is requesting a refund On April 26, 2016, we received the receipt of the Revdex.com complaint
Our records reflect on January 22, 2016, the customer self-booked a flight reservation for Ilona Wiesiolek, using Expedia.com. Travel was on United Airlines, departing April 26, 2016, from Grand Junction, Colorado to Granada; returning on May 13, 2016, from Granada to Grand Junction, Colorado with Lufthansa Airlines and United AirlinesThe customer is stating, they contacted Expedia prior to the travel date, due to receiving an email advising, the flight was canceled. The customer is stating, they were advised by Expedia that the flight was confirmed; however, the customer is stating one of the connections flights was canceled The customer is stating, they were able to exchange the flight directly with the airline
From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, 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 United Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies
Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues
Upon further researching this matter, we can confirm on February 1, 2016, the airline sent Expedia a notification of a minor airline schedule change for the return flight An automated email was sent to the customer Upon further review, the airline sent two more notifications of a minor airline schedule change for the return flight. One on February 17, 2016, and the other on March 23, The customer was sent an automated email each time
We can confirm on April 25, 2016, the customer contacted Expedia, advising, they were speaking to a previous agent about the flight; however, was placed on a long hold and the agent did not come back on the line. The customer wanted to confirm the flight Our agent advised the customer, the flight was confirmed for travel on April 26,
On April 26, 2016, the customer contacted Expedia, advising, they received an email advising the flight was canceled Our agent checked the airline websites and they reflected the flight as confirmed Our agent contacted United Airlines; they advised the flight was confirmed for travel
On May 17, 2016, Expedia contacted United Airlines, on the customer’s behalf, they advised the flight was not canceled. United Airlines advised the customer did exchange the return flight; however did not charge the exchange fee, due to the minor airline schedule change. The airline advised the customer did use the outbound and the return flight
The customer was able to use the ticket and per the airline there were no cancelations found on the flight only a minor airline schedule change Expedia cannot honor the request for the refund
Please accept our apologies in regards to the hold times you experienced while attempting to contact our Customer Support departmentWe regret any inconvenience that may have occurred and would like to assure you that your business is important to us. We appreciate the opportunity to address this issueComments like yours help us improve agent training and the quality of service we provide
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***
Tier Customer Service

May 26,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis 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 30, 2015, Mrs*** booked roundtrip flights departing on February 3, 2016, and returning on February 9, She also purchased travel insurance along with the flightsOn January 7, 2016, Mrs*** booked a hotel stay to coincide with the flights that she bookedShe was scheduled to check in on February 3, 2016, and check out on February 9,
We understand from Mrs***’s complaint that on February 1, 2016, she canceled the hotel reservation and the flightsShe states that she received an email confirmation for the cancellation of the hotel but not for the flightsShe also stated that she accessed her account and confirmed that both bookings were canceled, but when she was ready to use the airline credit to book new flights, Expedia would not permit her toMrs*** also mentioned that American Airlines incorrectly marked her as a no show for her flights, further preventing her from utilizing airline credit
Our records confirm that Mrs*** canceled the hotel booking on February 1, 2016, but the cancellation was done onlineThere is no record of her flights being canceled and as a result, she was deemed a no show by the airlineThe travel insurance purchased by Mrs*** would have allowed her to cancel her flights prior to departure and have the $per passenger re-booking fees refundedAs she was deemed a no show, Mrs*** would have had to pay the $fees with no option to receive a refundWhen you consider that each ticket is valued at $176.20, and each re-booking fee is $200.00, you can understand why the airfare is considered a lost value
While we understand Mrs***’s concerns, we do not see any error by Expedia and as a result, we are unable to honor her request of a refund
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Tier Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and after weeks since the dispute, still await a resolutionSincerely, *** ***

August 25,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis 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 February 16, 2016, Mr*** booked an Expedia Vacation Package which included roundtrip flights from New York, New York to Cancun, Mexico and a six-night stay at the *** *** *** from July 13, 2016, through July 19,
We understand from your complaint that your return flight was canceled by the merchant of record (the company who charged your credit card) *** ***As a result, you were expecting a refund for the return flights
After review, we have confirmed that the airline has authorized a refund but, had not provided the necessary “waiver” that will allow us to submit a refund request on your behalfOn August 25, we contacted *** *** and the waiver was providedAs such, we processed a refund for the reaming value of each ticket which according to the airline will total $
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Tier Customer Service

Complaint: ***I am rejecting this response because: First, I never received any product or services for the $that was taken from me, so therefore I am not considered a customer yetExpedia uses deceptive sales practices and cleverly hides the fact that the ticket was non-refundable until the next day when I received the confirmation from them at which time it was clearly in plain sight and after their so called hour cancellation policy so I had no chance to cancel within their timeframeThe integrity of Expedia is lacking as I now see the thousands of complaints filed with the Revdex.comIf I would have seen that I would have never used ExpediaLesson learnedI will never use Expedia again and spread the word around to everybody I know and don't knowExpedia should not be in businessIf Expedia apologizes for their deceptive sales practices and acknowledge to Revdex.com that I received nothing in return for the $that was taken from me then I will just chalk it up as a learning experience
Sincerely,*** ***

February 24,
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #* ***
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 *** *** (Revdex.com case number ***) regarding a car rental reservation. We understand Ms*** is requesting a refundOn February 17, 2017, we received receipt of the Revdex.com complaint
Our records reflect on December 9, 2016, the customer self-booked a car rental reservation with U-Save in Miami, Florida pidate December 18, 2016, drop-off date December 21, 2016, via itinerary number ***The customer is stating they canceled the reservation on the same day it was booked; however the customer was charged a cancellation fee for the reservation
Upon further researching this matter, we can confirm on December 9, 2016, the customer self-cancelled the reservationBased on the cancellation policy with the vendor the customer was outside the cancellation window
On February 24, 2017, Expedia contacted the vendor on behalf of the customer; they advised they did not receive the cancellation confirmationU-Save requested that Expedia provide the cancellation confirmation and they will reviewOnce they reply back we will update the customer and the Revdex.com
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 U-Save was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service

Complaint: ***I am rejecting this response because:
In Expedia's response - they listed that I was given back $as a courtesy. This was not true. I was told by their employee that sometimes prices change from when a customer selects the ticket and going to the payment screen. He could see that the current price was in fact less then what I paid. Which is still $more per ticket then I booked originally. They also stated how they wished I would have worked with them morehour and minutes is a long time when you talk to supervisors
The advertising comes in to place that EVERY time I go to look at this flight - they list pricing. As soon as you go to book it, it changes and dumps it on the right hand of the screen. I was told by their supervisor that this extra $I had to "eat" was the cost of my mistake; due to me not to ensuring that the price I clicked on stayed the same in booking screen. Again - I clicked on price and proceeded to fill out the information with name of passengers, etc
It is very clear - please go out and try - how they are misleading the public.
As a side note - this flight just dropped by $204? per ticket. Because ordering from them - the penalty of changing is $per ticket. I spoke to them on Saturday about this. I knew that these were restricted seats, didn't expect cost to adjust to be so high, especially when it dropped so much. But knowing that I had already "eaten" the other pricethis was hard to take
Sincerely,*** ***

September 16,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
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 *** *** (Revdex.com case number ***) regarding a car reservation. We understand Ms*** is requesting a refund On September 11, 2016, we received receipt of the Revdex.com complaint
Our records reflect on August 10, 2016, the customer self-booked a package reservation. Travel was on *** Airlines, departing September 3, 2016, from Memphis, Tennessee to Orlando, Florida; returning on September 11, 2016, from Orlando, Florida to Memphis, Tennessee The package includes a car rental with *** in Orlando, Florida pidate September 3, 2016, drop-off date September 11, The customer is stating they were unaware of a deposit fee of $The customer is stating they cancelled the car reservation directly with ***; however the customer has not been refunded for the car rental
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 As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies 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 purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution
Upon further researching this matter, we can confirm on September 4, 2016, the customer contacted Expedia advising they were unaware of a deposit fee of $The customer advised they cancelled the car rental with the vendor directly and did not use the rentalExpedia contacted ***; however we were unable to speak to anyone who could authorize the refund
In reviewing the customer’s account, Expedia has submitted several refund requests to ***; however they have not responded to our request
On September 14, 2016, Expedia contacted the vendor, they advised they could not confirm if the customer used the car rental or not*** advised Expedia to submit a refund request to themExpedia submitted the refund request
We hope the customer understands, until *** authorizes the refundExpedia cannot process the refundOnce the vendor provides the authorization for the refundExpedia will send an update to the Revdex.com and customer
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Tier Customer Service

This message is in regard to my complaint submitted on 6/24/against Expedia Inc My complaint was assigned ID ***.Attached is an email chain from Iceland Air concerning the requested name correction I am willing to pay the fee and have provided Expedia a credit card # to
allow this to happen during the initial conversations in January But there was no progress and then Expedia quit mentioning the fee and stated that it was Icelandair’s responsibility to make the correction.Message from Icelandair states:Hello *** Please contact Expedia for assistance with the name correct.The name correction fee is USDand must be corrected by Expedia as this is a special ticket issued only by them . If Expedia is not willing to make the correction ,please ask them to contact out travel agent assistance line on the below number. Kind regards,Hildur R**Icelandair North America Tel: 1-800-223-

December 22, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us
time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr*** *** (Revdex.com case ID ***) regarding a flight reservationOur records indicate on September 20, 2016, the customer self-booked a flight reservation through the Expedia.com websiteWe understand from the complaint, the customer is requesting their submission for the Best Price Guarantee be approvedOn September 21, 2016, the customer contacted Expedia via e-mail with his Best Price Guarantee submissionOn September 21, 2016, Expedia replied to the customer advising that unfortunately the submitted screenshot provided was not acceptable as www.exploretrip.com is a travel consolidatorTo qualify, according to the terms and conditions which can be found using the following link as shown on the Expedia.com website https://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg The Terms and Conditions provide as follows: Comparison Rates Must Be Available to the General Public OnlineThe Price Guarantee applies only to prices both advertised and available to the general public on an English-language websiteFor example, this does not include rates offered on: • Membership program websites, corporate discounts or rates • Group, charter, rewards program, incentive, meeting, convention, consolidator or interline prices • Prices obtained via auction or similar process • Prices available only by using a coupon or other promotion not offered to the general public In addition, the submitted screen shot did not indicate dates of travel or flight numbers as the return flight is a different time than the customer’s original itineraryAs the Best Price Guarantee submission does not reveal certain requirements and as exploretrip.com is a consolidator, Expedia has denied the requestWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S*** Tier Customer Service