Expedia Inc

August 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 flight reservation. We understand Mr*** is requesting compensationOn August 4, 2016, we received receipt of the Revdex.com complaint
Our records reflect on June 15, 2016, the customer self-booked a flight reservation for *** ***Travel was on Air China Airlines, departing December 9, 2016, from New Orleans, Louisiana to Bangkok, Thailand; returning on December 28, 2016, from Bangkok, Thailand to New Orleans, LouisianaItinerary Number: ***
On June 16, 2016, the customer self-booked a flight reservation for *** ***Travel was on Air China Airlines, departing November 11, 2016, from New Orleans, Louisiana to Bangkok, Thailand; returning on December 28, 2016, from Bangkok, Thailand to New Orleans, LouisianaItinerary Number: ***The customer is stating due to an airline schedule change they contacted Expedia and were advised Expedia would change the flight; however the tickets were not changed
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 Air China 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 July 26, 2016, the customer contacted ExpediaThe customer requested to speak with the corporate officeThe customer was transferred to the corporate officeThe customer advised Expedia they needed to change the flight for *** *** due to the airline schedule changeExpedia advised the customer we would need to contact Air China; however they were not available
In reviewing the customer’s account on August 3, 2016, Air China authorized the refund due to the airline schedule changes for both itinerariesWe can confirm on August 3, 2106, Expedia processed the refund for the itinerary number *** in the amount of $On August 4, 2016, Expedia processed the refund for the itinerary number *** in the amount of $
Please accept our apologies in regards to the hold times you experienced while speaking to our Customer Support departmentWe regret any inconvenience that may have occurred and would like to assure you that your business is important to us
Since the customer was refunded in full for both reservationsExpedia cannot honor the request to pull the call records and for compensation
Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Tier Customer Service

June 6, 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 customerWe 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 their reservation
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 caseSincerely, Tier Customer Service

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

Complaint: ***I am rejecting this response because: I do have a discover card, I accidentally used the wrong card to make a booking Not going to send a picture of the discover card for obvious reasons but I'm sure there are ways to know I have oneI was never notified of the cancelation through any form, email or phoneI was able to print my itinerary on July 5th, which read booked and confirmedThe only time I was aware of the cancelation was when I arrived at the hotelAs stated previously, I had to spend my food money on a hotel which resulted in me starving on my vacationAs for the refund I do not recall receiving oneI think I need to be compensated for the money I spent getting another hotelExpedia never let me know they cancelled my reservationHow is this good business? I am willing to take this to the state attorney general and other sources if need beThis is unacceptableExpedia also kept me on hold for hours the night of July 6, when I was turned away from the hotelThey didn't even bother to help me find another hotel! When I explained that I printed the itinerary the 5th they had no explanation. Sincerely,*** ***

Complaint: ***I am rejecting this response because: I spoke with Rosanne and as confusing as her call was I am assuming she cannot do anything for me. She did not offer a fax number, email address or contact information in the event the credit card charges are not credited. I asked her what do I do if and when that occurs and I was informed that I would have to file another complaint with Revdex.com. My concern is if this company has acknowledged their error then why am I not able to get the necessary information they are stating they need to issue a refund in the event it does not get credited. Why is it necessary I contact the Revdex.com to get this resolved. In addition she spoke nothing of the $credit I would receive due to the errors made. My impression of her call was to be able to say she made contact and check me off her list to appease Revdex.com. Not surprised given all the issues I have had thus far.Sincerely,*** ***

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,
*** ***

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

Complaint: ***
I am rejecting this response because:Although Expedia tried to contact the airline they are still unwilling to change my flight reservation, which they are able to, and or give me a refund, which has nothing to do with Delta's policy.
Sincerely,
*** ***

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

August 16, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms***Expedia, Incis once again responding to the consumer complaint from Ms*** (***) regarding a flight reservationAs previously stated, Expedia.com serves as a third party intermediary for travel providers such as airlinesTherefore Expedia is unable to refund any amount to the customer due to the original caused by an airline schedule changeI’ve personally checked Ms***’s account and I can confirm the $voucher for flights is available on the permanent account, and not on the guest account used on the original bookingI’ve also searched for any cases from recent calls and while I am unable to locate any recent calls made to our offices, I will provide a case number which will allow our agents to promptly find the correct account along with my case notesWhen Ms*** contacts Expedia she may provide case number ***This case contains information regarding the Expedia voucher along with my notesWe would like to remind Ms*** Expedia only provided one $200USD coupon for airfare useWe 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 usSincerely, Daniel A*** Tier Customer Service

Complaint: ***I am rejecting this response because:
Expedia called me today however they did not leave a message, nor a person or phone number to call back I think it shows lack of preparation in a resolution dispute to not allow us (plaintiff) to contact the person handling the issue directlyI did however email Angel back with verifiable proof that I was double billed, I emailed him the part of my statement in dispute to show them their errorI am currently waiting to hear back from them, and will not except this as resolution until this has been rectified
Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe issue was already resolved by a different customer representaive.
Sincerely,
*** ***

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:As you can see they have other issues as they address me in the email as MRS ***! Which shows they have had more than one complaint lately!Secondly, they are not the THIRD PARTY - my money was sent to them! Also, AA TOLD ME to take it up with expedia as they booked the flight! Someone is lying and both giving me the runaroundAn EXPEDIA employee herself told me there were not seats on that flight and that AA sold them!
There are constant lies from various people from Expedia, and I am sickened by the fact they laugh on the phone and find it so amusing they are hustling $from me~
I want confirmed SEATS before I get to the airport Saturday, I have instructed my credit card company to reverse back charges if this does not happen! This is fraud and bait and switch
Sincerely,*** ***

June 6,
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 package reservation. We understand Mr*** is requesting Expedia to change the flight time on the reservationOn May 7, 2016, we received the receipt of the Revdex.com complaint
Our records reflect on February 28, 2016, the customer self-booked a package reservation for *** *** and *** ***, using Expedia.com. Travel is on Dynamic Airways, departing July 18, 2016, from New York to Cancun, Mexico; returning on July 24, 2016, from Cancun, Mexico to New YorkThe hotel stay at the Gran Porto Resort & Spa All Inclusive, chedate July 18, 2016, check-out date July 24, The customer is stating due to an airline schedule change has requested Expedia change the reservation back to the original reservation or rebook the flight at the original amount the customer paid
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 Dynamic Airways is 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 May 11, 2016, Dynamic Airways sent a notification to Expedia in regards to an airline schedule change on the return flightThe customer was sent an automated email
On May 17, 2016, the customer contacted Expedia, advising the airline schedule change did not workOur agent contacted the airline, they advised of the optionsOur agent advised the customer; however the customer declined themOur agent advised the airline; however Dynamic Airways advised these were the only options and would not authorized to cancel and refund
Our agent advised the customer and offered to contact the hotel due to the hotel check-out timeThe hotel advised the customer could stay until 6:00pm; however they would charge the customer $an hourOur agent advised the customer and the customer decided to keep the changed flight reservation made by the airline
In reviewing Mr***’s account, the travel is confirmed and active for travel on July 18, 2016. Expedia has contacted Dynamic Airways on the customer’s behalf; they will not authorize the cancellation for the refund. The airline cannot provide any other options for the customer
Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors Each airline has its own specific set of policies and procedures as does each ticket purchased Dynamic Airways is the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card)Base on the airline policy the tickets are nonrefundable and no future airline credit
We hope the customer understands Expedia cannot honor the request to make any changes or cancelations without authorization from the airline due to the airline schedule change
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

Complaint: ***
I am rejecting this response because:Itinerary number is ***I purchased this flight for a customer to fly from Michigan for a car dealEnded up losing a deal because they chose to give me the runaroundThanks Expedia
Sincerely,
*** ***

October 31, 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 ID number ***) regarding a refund requestUpon receipt of the Revdex.com submission, we have verified this issue was resolved on October 31, Expedia processed refunds in the amount of $each back to the customer’s original form of paymentWe apologize for any inconvenience this delay may have causedWe 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

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

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:
The response is not true
I travel over nights a year. I book trips all the time and I always check the fine print
The attached picture clearly shows the guarantee at the bottom of the room booking pageNowhere does it state that it only covers airfare. If you click on the guarantee it states that "After Hours" cancellation policies apply
This "appears" to be an attempt to trap people. The guarantee should be removed, or changed to clearly read, "Airfare Only, does NOT cover Room".
Until this is changed more people will be harmed and will have to go through the horrible experience of calling there so called "customer service", only to be treated rude and hung up on. Sincerely,*** ***