Expedia Inc

August 2,
Revdex.com
E.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
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 refund request for auto insurance
Our records reflect on July 10, the customer accessed Expedia.com and booked itinerary # *** for a car rental and insurance. The rental was cancelled due to the rental company overbooking. The customer is asking for a refund of the rental insurance.
On August 2, Expedia has processed a refund in the amount of $back to Ms*** original form of payment. The amount of time it takes for the credit to be available in her account depends upon how quickly her bank 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,
Roseanne G***

Complaint: ***I am rejecting this response because:Sincerely,*** ***

June 24, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-*** 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 hotel reservationOur records indicate on June 1, 2015, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the *** *** located in Mesa, Arizona from June 1, 2015, to June 6, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we verified on June 3, 2015, the customer contacted Expedia requesting a refund for an early check-outExpedia.com serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partnersAt the time of booking, the customer agreed to the hotels’ terms and conditions which can also be found on the customer’s itinerary include: Cancellation or Change Policy Cancellations or changes made after 2:PM (Mountain Daylight Time (US & Canada)) on May 31, are subject to a hotel fee equal to the first night's rate plus taxes and feesCancellations or changes made after cheon June 1, are subject to a hotel fee equal to 100% of the total amount paid for the reservationExpedia contacted the hotel directly on behalf of the customer twice and in both instances they did not authorize a refundExpedia is unable to issue a refund as requestedWe 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, *** *** Tier Customer Service

October 12, Revdex.com Alaska, Oregon & Western Washington Complaint Department Expedia Case *** 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 Ms*** *** (Revdex.com ID number ***) regarding a hotel reservation
On October 12, 2016, Expedia processed a one-time courtesy refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refunds
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 usSincerely, Lisa S*** Tier Customer Service

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

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,*** ***

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,
*** ***

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

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,
*** ***

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, 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
The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Ms*** complaintAt this time we are requesting Ms*** please provide an itinerary number for his booking and the email address associated with his Expedia accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further
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: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,
*** ***

August 18, 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 his reservationAs 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

I'm sure this not the first time Expedia has been the agent for car rental companies in Mexico! Yet they continue to set up bogus deals saying your insurance issues are covered! Why don't they just come out and say you will need to purchase insurance from the car rental agency? Why can't they honor the deals they make?What gives them the right to make deals they know aren't valid! If it's not illegal, it should be!
Then when problems arise they want to wash their hands of the issue! What purpose to they serve? We weren't the only ones caught up in this scam between Expedia and Thrifty Car Rental, as others were in similar situations when attempting to obtain their rental car! I for one, and all my friends will NEVER use Expedia or Thrifty again!!!
Maybe the Revdex.com isn't the place to voice my concerns? The Attorney Generals office might take an interest in this situation!Complaint: ***I am rejecting this response because:Sincerely,*** ***

Complaint: ***I am rejecting this response because:
My credit card was "declined" in the system. I had already booked another flight and missed the second email confirming the flight within the hour window. I hope that Expedia will make changes to the online system that indicates a card has been declined when trying to purchase a flight via Expedia as that is highly confusing to the purchaser. In every single instance with other online purchases when my card has been "declined" no purchase has gone through and that includes the prior time in December when I tried to book a flight with Expedia and had to call Expedia to book the flight. A different message should appear. I tried two cards, both were declined and later one was charged. Due to the unwillingness to refund or otherwise accommodate my request I will have to quit using Expedia. This was a very expensive flight and I feel I cannot trust Expedia to be clear upon purchase of a flight whether it has gone through and I don't want to have to follow up with phone calls or online procedures to try and cancel something within a hour period from a confirmation that is not clear on the timeline
Sincerely,*** ***

Complaint Department
Re: Expedia Case #: O***
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
As previously advised, 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 Lufthansa is the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card)
Due to the time difference with the airline and our office, Expedia can only speak with the airline during their office hours. Since the airline had to authorize the change request, the delay for the authorization is unknown. Delays for authorization may be caused by needing a specific person at the airline to authorize the change request
Expedia has no control of timeframe or delays of authorization, Expedia cannot expedite any authorization needed by the airline
We thank you for allowing us to address this matter furtherIf 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:1st I did inform Expedia through their app with the writing a review.2nd Why should I be walked to another hotel when I reached the first hotel tired and with two luggage? 3rd How can I trust Expedia in future with booking a hotel? Apparently it is Ok with Expedia that they customer gets a different hotel to what he is she has booked on their website
Sincerely,
*** *** ***

July 13, 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

Complaint: ***I am rejecting this response because: I am still in contact with Expedia since I have NOT been refunded for the original hotel stay5he company did say they had already done so but Expedia has confirmed that all the have refunded is $I have called Expedia for many hours at a time trying to resolve the issueA corporate customer service representative named Ivy K*** says she heard all my calls and says all she heard was someone asking me foe the documents to reviewShe saysBoost promised me the difference but why would I have send the receipts in the first placeI am in the process of determining if I should take legal action to get the call transcripts since they already confirmed they have all my callsI also need the full refund of the hotel stayNOT 1/
at this point I aM looking at a $outstanding refund and a courtesy refund of the differe ce that I spent to get somewhere to sleep since there was NOTHING available during the olympics and we worked very hard to find something less expensive for the remainder of our trip
the agency needs to be reprimanded and taken off the website since they continue to operate without any consequencesExpedia is enabling this company to continue operating and is not standing by its customers.Sincerely,*** ***

May 22, 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 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 youExpedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a vacation packageWe understand she is requesting a refund of one day for the hotel portion and change the status of the pending points to available.Our record indicate on August 31, 2014, Mrs*** used our online system to book a a package reservation for two passengers, departing from Tulsa, Oklahoma, on May 2015, and returning from Cancun, Mexico, on May 2015, with a hotel stay at the The *** *** & Spa All Inclusive, and a shared roundtrip transportation from the airport to the hotel, for a total of $2068.30, via itinerary ***When making a purchase on Expedia.com, or any travel website, the user agrees to the specific rules and restrictions supplied to the purchaser at the time of the reservationAs a travel agency, Expedia is subject to the rules and restrictions of the vendors whose services we sellMrs*** agreed to the terms and conditions and the details of the hotel reservation upon submitting the payment which includes the below information: Guests staying on Saturday night may need to change unitsThe hotel will work to avoid this scenario, but when necessary, management will work directly with guests to streamline this processIn addition, per Expedia policy, it takes days after the day of the trip completion for the Expedia points to be availableWe apologize for any inconvenience, unfortunately as no error on Expedia, we are unable to provide a compensation.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 usSincerely, Linda L*** Tier Customer Service

March 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 Ms*** is requesting the refundOn March 9, 2017, we received receipt of the Revdex.com complaint
Our records reflect on February 12, 2017, the customer self-booked a flight reservation for *** *** and *** * ***Travel was on United Airlines, departing March 12, 2017, from Newark, New Jersey to Austin, Texas; and returning on March 15, 2017, from Austin, Texas to Newark, New Jersey, via itinerary number ***The customer is stating that Expedia advised them that the tickets were refundable; however the customer has not received the refund
Upon further researching this matter, we can confirm on February 20, 2017, the customer contacted Expedia to change the return flightExpedia exchanged the return flight to March 16,
In reviewing the account, the tickets were canceled on March 12, 2017, per the customer’s requestExpedia has reviewed the call recording for February 20, 2017; Expedia will issue the refund in the amount of $2,644.80usd back onto the original form of payment
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service