Expedia Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***I am rejecting this response because Expedia did not address the nature of my complaint, which was that after multiple calls, inept and rude customer service, exceedingly long wait times, and over two hours on the phone, they were unable to change my son't flight bookingThis level of customer service is appallingThe only reason my son was able to change is flight was because eventually we gave up on Expedia and dialed South African Airlink directly, and were able to change the flight with themI expect an apology, compensation for the hours of time spent wasted waiting for ignorant and rude customer service agents to assist me in changing my ticket, and contradictory information (the website noted, picture attached, that SAA didn't charge for a flight change; the first customer service agent told me the charge was $50, and the supervisor told me the charge was $250!) Ultimately I paid $to SAA directly to change the flightI will never be booking with Expedia again, and I will be letting my friends and colleagues know of the appalling customer service at ExpediaThis is not a company that should be in business.Sincerely,*** ***

Hello Revdex.com, I am pleased to provide assistance with case #***Below are the findings and resolution to the case:
Customer Complaint: The customer stated that he booked the reservation directly through the Motel website. The customer is requesting a refund of $as he felt that this was a fraud booking on behalf of Motel and Expedia, Inc.
Findings: According to our records, the reservation in question was booked through Reservation-Desk.com, which is an affiliate of Expedia, Inc.
During the guest’s stay, the hotel disclosed a confidential contracted or wholesale rate Expedia receives for the propertyThe rate disclosed to the guest is not available as a warate. Resolution: I have reviewed the details of the guest’s requestAs this rate should not have been disclosed with the guest, we will honor the price in which the guest received a receipt forThe refund will be in the amount of $USD to the payment method used at the time of booking
This refund will process on our side within hours and will return to the form of payment used at the time of booking within 3-days or on the next billing cycle
Thank you for bringing this matter to our attention and allowing us a chance for resolution
Kind Regards,
Churena W. Customer Relations Specialist

December 27, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: 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 you. Expedia is responding to the consumer complaint from *** * *** (Revdex.com ID number ***) regarding a flight reservationWe understand the customer is requesting compensation due to an airline schedule change.Our records reflect that on November 5, the customer self-booked a two one way flight reservation online at Expedia.comThe customers departure flights were ticketed by Aeromexico and were scheduled to depart on December 7, 2017, from Los Angeles, CA to MeridaThe customers return flights were ticketed by Interjet and were scheduled to depart on December 17, from Merida to Los Angeles, CAThe customer also purchased a “Total Protection Plan”.From time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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 providersAeromexico and Interjet were the operating carriers and the 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, airline initiated schedule changes occurExpedia cannot provide alternative flight options or refunds unless approved by the airline, and must adhere to the airline’s policies.Upon further review of the customers reservation we are able to verify that on December 17, Interjet initiated a schedule changeThis change happened the same day of the customers departure flightsAs Expedia was not notified in a timely manner we were unable to advise Ms*** of the changeWe apologize about any inconveniences that the customer experienced Unfortunately we are unable to compensate the customer for the airlines change.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,Hayden J***Corporate Customer Service

December 14,
Revdex.com
E.com - Alaska, *** & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** ***. We regret to hear *** *** did not accept our response and/or resolution offered
We apologize for any lack of service the customer received from ExpediaRegarding the phone calls made to the customer, Expedia does not have record that the customer was contacted by our customer service representative after the customer’s issue had been resolved
Despite the customer’s recent experience, we encourage them to continue to use Expedia for their future travel arrangements, thereby allowing us the opportunity to restore their faith in our companyWe have provided their online Expedia account with a $Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for your next qualified reservation, and it is valid until one year from the date of this letter
We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs
If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Nicole P
Tier Customer Service

Complaint: ***
I am rejecting this response because: none of my questions for clarification were answered. it seems that we were singled out because we were Expedia travelers on the flight. the agent specifically asked where did we book our flight and when I said Expedia, she said, "Then call Expedia." When I tried, it says that Expedia cannot help a traveler if traveling in within days.I want my questions answered (I have attached my document again here) in order for me to have all the information when I book again
Sincerely,
*** ***

September 15,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
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 is responding to the consumer complaint from *** *** (Revdex.com case number ***) 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 replyWe respectfully request additional time from the Revdex.com as further research is needed for this case
Sincerely,
Tier Customer Service
%

Complaint: ***I am rejecting this response because: you are not willing to work with us at allSincerely,*** ***

September 9, 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, Incis 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 *** *** (Revdex.com case number ***) regarding a refund for a recent flight booked through Expedia We researched this matter further and our records indicate that the airlines denied the refund because their system did not show the customer booked the flights within hoursHowever upon checking our data base we show the customer booked the flights on August 28th, 12:18pm and contacted Expedia to cancel them on August 29, 3:15pmWhich did qualify for the free cancellation, our records further show we have since refunded the customer credit card ending in the amount of $The refund should receive the refund within business days from that dateWe 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, Kiki R*** Tier Customer Service

Complaint: ***I am rejecting this response because:Expedia should have alerted the passenger and not the let the passenger fly the first leg of the tripAs an agent between the passenger and airline companies, Expedia has the responsbility to carry over and alert the passenger with changesI'm requesting the refund of the first leg of the trip which is from Tampa to Boston on October 25, Attached is the ticket information for review. Sincerely,*** *** ***

Complaint: ***I am rejecting this response because: On 03/12/evening in Igazu Falls when our flight was cancelled, it was I who made the phone call (for four of us, my mom, *** *** and husband) talking to Expedia agent from Argentina (USA Number) for more than minutes I called for help for the cancellation flight situation, but did not get any help from Expedia at all Expedia should try to help their customers to resolve the flight problem, besides it was not our fault, but Expedia failed to do so
My friends got the whole refund for two of $512.40), but ours will be just $Taxes only each , why? I was the only one who make the call, and tried so hard to get assistance from Expedia But NO, Expedia agent told me I had to deal it ourselves This is not the American way to treat two elder seniors I thought buying flight tickets from US company (Expedia) would be more reliable.
Sincerely,*** ***

April 21, Revdex.com Expedia-DuPont, WA Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from *** ***We regret to hear Ms*** did not accept our response and/or resolution offered After further review of Ms***’s complaint Expedia can confirm that on April 15, 2017, Ms*** cancelled her reservation and received a full refund in the amount of $3,back to the original form of paymentThe time is takes to receive said refund will depend on her credit card company or banking institutionWe ask that Ms*** please allow at least two billing cycles We apologize for any inconvenience this lapse in time may have caused youWe would also like to apologize for the customer service issues you experienced in trying to obtain confirmation that the hotel would allow a change to your reservationWe would like you to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members Again, 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, LaToya J*** Corporate Customer Service

Complaint: *** Attached to this email is OUR evidencde of Expedia's wrongful and deceiptful business practices. We booked Business Class flights throguh Expedia advertisementThey sent us an email wanting to change this flightMy daughter told them clearly to only change the flight from San Fransisco to Portland to economyExhibit clearly states this changeWe agreed to NO OTHERE CHANGES AFTER THIS.In fact, I bought the same Business Class Flights through flychina.com at the cost of $2,569.13The facts proved that Expedia uses one lie to cover up another lie without providing any proof.I am asking for them to submit ANY evidence to prove their case.Therefore, I am rejecting this response
Sincerely,
*** ***

March 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 attentionExpedia 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 Ms*** is requesting a refundOn March 23, 2017, we received receipt of the Revdex.com complaint
Our records reflect on March 5, 2017, the customer self-booked a multi flight reservationTravel was on *** Airlines, departing November 26, 2017, from Newark, New Jersey to Dar es Salaam, Tanzania; and returning on December 3, 2017, from Dar es Salaam, Tanzania to Newark, New JerseyThen departing December 24, 2017, from Lilongwe, Malawi to Blantyre, Malawi with *** Airlines operated by *** AirlinesThe reservation includes the Total Protection Plan, via itinerary number ***
On March 6, 2017, the customer self-booked a multi flight reservationTravel was on *** Airlines, departing August 25, 2017, from Washington to Johannesburg, South Africa; and returning September 3, 2017, from Johannesburg, South Africa to WashingtonThen departing October 1, 2017, from Lilongwe, Malawi to Blantyre, Malawi with *** Airlines operated by *** AirlinesThe reservation includes the Total Protection Plan, via itinerary number ***The customer is stating that the flights were canceled; however has not received the refund
Upon further researching this matter, we can confirm on March 23, 2017, the airline canceled both flightsOn March 24, 2017, the customer contacted Expedia regarding the flight cancellationsThe customer requested the refund for both flightsExpedia contacted the airline; they authorize Expedia to submit the refund request for both flights
In reviewing the account, on March 25, 2017, Expedia refunded the customer for both Total Protection PlansThe total amount of the refund was $70.00usd
Expedia submitted the refund request to *** Airlines and they have refunded both ticketsThe airline will process the refund back onto the original form of paymentThe refund timeframe for the airline is up to 8-weeks; which is a standard for all airlines
Since Expedia already refunded the customer for the Total Protection Plan and the airline will issue the refund back to the customerExpedia cannot honor the request for the refund and cannot expedite the refund from the airline
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service

Revdex.com:
I previously submitted receipts on three separate occasions, 8/26/was the first time, 9/28/was the second time, 10/21/was the 3rd time and this is now the fourth time I have submitted the documentation. The number on the letter is who I sent it to, Carl W***.
Sincerely, *** ***

March 18,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
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 27, 2015, Ms*** booked a three-night stay at the *** *** from March 1, 2016, through March 4, We understand from Ms*** complaint shortly after booking her reservation, she submitted a price match request under our Best Price Guarantee promotionFor the Expedia Best Price Guarantee (BPG), we will match the lower rate that customers find for the exact same trip that they booked with us and refund the difference
According to Ms***, she submitted a price match request many times and each time she was advised that we would reply within 24-hours, but she never got a replyShe is now requesting that we honor the request and issue a refund of $
We have researched Ms*** request and have confirmed that on March 8, 2016, we reviewed the BPG requestMs*** booked a reservation for $and the price of the claim that she submitted was $405.00, as such, we issued a refund of the difference $to the original form of paymentWe also issued an Expedia Travel Coupon valued at $which is valid up to one year from the date of issue
We regret to hear of the inconveniences experienced when attempting to contact us with regards to the price match request that Ms*** submitted and apologize for the delay in responding to her request
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

July 23,
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 Mr*** *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr*** is requesting Expedia refund him for his cancelled flight
Our records indicate on April 16, 2015, Mr*** purchased a roundtrip flight with *** *** from Baltimore, Maryland, to London, United Kingdom, departing June 11, 2015, and returning June 15, 2015, via itinerary number ***
We understand from the customer’s complaint he was denied boarding due to his return flight being cancelledAccording to Mr***, he was informed by the airline that Expedia cancelled his flight reservationMr*** is requesting Expedia refund him in the amount of $for the additional costs he incurred on returning back to Baltimore, Maryland
After further researching this matter we have confirmed the reservation in question was booked with a Low Cost Carrier AirlineRegrettably, Expedia is unable to make any changes or cancel a reservation that is booked using a Low Cost Carrier airlineIn order for a reservation to be changed or cancelled, the customer must contact the airline directly in order to receive assistance, as Expedia does not have access to these reservations
We would like to inform Mr***, we have contacted *** *** regarding the cancellation that took place on his reservationAccording to WOW, they are researching this matter and will provide an appropriate response as soon as possibleRegrettably, the airline has advised they are facing an exceptionally high amount of enquiriesConsequently, handling this case may take more time than usualExpedia.com would like to assure Mr*** the request is being closely monitored and as new information arises, we will update the Revdex.com accordingly
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,
Lauren B***
Tier Customer Service

Complaint: ***I am rejecting this response because: Expedia has their facts distortedI first booked my package as I stated in April the representative put me on the wrong flightI specifically requested a return flight and once I received the e-mail notification it came to my attention the representative didnot honor my request I called back and spoke with a supv and then I requested to escalate the conflictI received a call from the main office and spoke with a Director there who was able to switch my flight but as he stated "They would have to cancel and then rebook the package." However although the package was rebooked Expedia ended up booking me in rooms which is what the refund is aboutInrespect to the hotel stay I also specifically requested a Hotel in walking distance to Paisley Park since I would not be renting a carUpon making my reservation I was assured that the hotel was in walking distance, I was also assured of this the day I arrived in Minneapolis and spoke by an Expedia cust svcs rep as I stated in my initial complaint I was also assured that the hotel was in walking distance after I called Expedia and informed them various entities employed at Shakopee Travelodge and the shuttle svc located in the airport who transported me to and from Shakopee Travelodge The refund that was granted by Expedia had nothing to do with my complaint about the incorrect info that was given to me about the location of the Hotel Expedia started off bad with their mistake in booking me on a return flight that would take a day and a half, then the second one was lying to me about the hotel location.Sincerely, *** ***

November 8, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: 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 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 you. Expedia is responding to the consumer complaint from *** *** *** (Revdex.com case number ***) regarding a flight reservationWe understand from Ms*** complaint she is requesting a refund for her flight reservation.Our records indicate on January 30, the customer self-booked a roundtrip flight reservation online at Expedia.comThe flights were ticketed by Qatar Airways and were scheduled to depart on April 13, 2017, from Doha to Nairobi returning on May 7, 2017.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 their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policiesThe customer booked a round trip flight, with Qatar Airways as the merchant of record, and the company that charged the customer’s credit cardPer the fare rules agreed to upon booking, the ticket is refundable after sustaining a $fee.Our records reflect that on May 7, the customer contacted our social media teamShe requested a refund for the canceled flight reservationAt that time our agent advised that a refund of the reservation minus a $fee was processed to the original form of paymentOn August 4, the customer again contacted our social media team and was provided documented proof that the refund was processedFinally on November 2, the customer contacted our social media team and was advised that the refund was processed for the reservation.Per Ms*** Revdex.com complaint we understand that she is still requesting a refund for the reservationPer policy the reservation was refunded to the original form of payment that it was booked with on January 30, Since this is her friends card we advise that she contact her friend and their banking institution as this is where the refund was processed.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,Hayden J***Corporate Customer Service

April 15,
Revdex.com
Mid-Western and Central Ohio
Complaint Department
Re: Expedia.ca Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.ca regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia.ca is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
As we have received Ms***’s complaint via multiple high visibility channels, such as Public Relations and Social Media and now the Revdex.com; we have confirmed that this complaint has been reviewed by the highest level of escalation within Expedia.ca
Our records show that this matter was resolved on April 12, via case reference number ***At that time an Expedia.ca representative processed a refund in the amount of $1,
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