Expedia Inc

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 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, *** ***

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,
*** ***

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

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, *** ***

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,
*** ***

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: I have provide now the images of my itenary since they are saying they can't locate my booking Plus my bookin is from Expedia was *** and the airline booking no was *** plus ticket no was *** let's see now what they say .
Sincerely,
*** ***

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

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,*** ***

June 2,
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 a refundOn May 30, 2017, we received receipt of the Revdex.com complaint
Our records reflect on February 5, 2016, the customer self-booked a combinable one-way flight reservationTravel was on Spirit Airlines, departing November 11, 2016, from Detroit, Michigan to Fort Lauderdale, Florida; and returning on November 19, 2016, from Fort Lauderdale, Florida to Detroit, Michigan with American AirlinesThe reservation includes the Cancellation Plan, via itinerary number ***The customer is stating that they were double charged for the reservation; however has not received the refund
Please note that a combinable one-way fare ticket is a roundtrip itinerary made up of two one-way flights, each with its own fare rules related to the ticket, including cancellation and refund policiesThis information, and the fare rules associated with the outbound and return flights, was displayed to the customer at the time of booking
Upon researching this matter, we can confirm on February 8, 2016, the customer contacted Expedia advising that she was double charge for the reservation
In reviewing the account, Expedia can confirm that the airlines charged the customer in the amount of $for the flight with Spirit Airlines and $for the flight with American AirlinesThe customer was charged $for the Cancellation Plan and $for a booking feeExpedia found no additional charges
Expedia serves as a third-party intermediary for travel providers such as hotels, care rental agencies, and airlines, and are subject to the rules and restrictions of those providers. When a customer makes a purchase, Expedia applies a credit authorization toward the credit card to determine if the card is validThis is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from Expedia
Expedia request that the customer provide a copy of the billing statement reflecting the double chargesThe customer can send the information via the Revdex.com link
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 Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for your responseWe have reviewed the documentation/new information provided to further address *** *** concerns
On May 30, 2017, Expedia contacted the hotel; they advised that they will authorize the refund for the cancellation feeExpedia has process the refund in the amount of $back on to the original form of payment
We thank you for allowing us to address this matter further
Sincerely,
Delia K***
Corporate Customer Service

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

March 3, 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 Ms*** *** (Revdex.com ID number ***) regarding a hotel reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist furtherWe 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

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

Revdex.com
June 1,
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.com 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.com is 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 travel insurance claim. We understand Ms*** is currently requesting a refund of $398.00USD plus a $200.00USD coupon, as the customer claims she purchased a flight reservation with insurance coverage via Expedia.comPer the customer, she processed a flight exchange but Expedia.com charged her a total of $328.00USD for the changes, even though the customer had insurance protectionThe customer states our agent offered the traveler a $200.00USD travel coupon due to time the customer spent on the phone, but the coupon was never issued by Expedia.com On March 21, 2016, we received the receipt of the Revdex.com complaint
We can confirm on January 17, 2016, the customer self-booked a flight reservation with insurance via Expedia.com, itinerary *** and *** *** with *** *** Airlines, for a total of $586.35USD (Flight 551.35USD + Insurance 35.00USD = Total amount $586.35USD)
Our records indicate the customer contacted Expedia.com customer service via phone on February 29, twice, to change the inbound flight to April 3, Our agent contacted the carrier and verified the changes were allowed with the traveler paying a $300.00USD change fee + the difference in fare, as the same class of service was not available, but the customer decided not to proceed with the changesDuring the customer second contact, we verified our agent misadvised the customer, stating changes were not allowedUpon the customer request the call was escalated to a supervisor, who advised the customer to change the flights there would be a charge of $382.00USD due the difference in fare and the airline change fee, the customer accepted the terms and conditions of the booking, and our agent processed the changesDue to the customer experience during the call, our supervisor offered the customer a $100.00USD travel coupon, which the customer acceptedWe can confirm the coupon added to Ms***’s account on February 29, 2016, and is currently active
In reviewing the customer’s account, we have confirmed per travel insurance terms and conditions available via the Expedia.com website, the customer has the right to file a claim as she changed her trip due to medical issue of a family memberHowever, as Expedia does not administer nor outline the coverage of the insurance policy, we cannot dictate the definitions of a covered serviceTherefore, the customer herself must file a claim with Aon Affinity Berkley Travel, and summit the supporting documentation listed on policy Terms and Condition, which the customer accepted at the time of the bookingWe hope Ms*** understands Expedia.com is not allowed to summit the claim on her behalf; thus, we kindly suggest the customer to follow the instructions to file a claim; which are available on the face of her itinerary
Expedia is committed to providing an excellent standard of service to our customers However, there are times when we are unable to reach all of their expectations We apologize for the long hold times and that the customer service Ms*** received did not reflect thisThe feedback that Ms*** has provided to us will be helpful in looking at our customer service and gauging our customers' satisfaction and perceptionsFor your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers
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,
Misleide B***
Tier Customer Service

Complaint: ***I am rejecting this response because: All info was providedSincerely,*** ***

June 22,
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
Our records reflect on March 30, the customer accessed Expedia.com and self-booked a reservation at the Garfield Suites Hotel to check in on March 31, and checking out on April 1, 2016.
The customer is stating the hotel was older and less modern than they had expected upon arrival. They state they decided not to stay and they are asking for a refund.
The hotel’s stated terms and conditions, agreed to by the customer at the time of booking were:
Cancellation and Change Policy: Refundable
Cancellations or changes made after 7:PM local hotel time, Wednesday, March 30, are subject to a hotel fee equal to night(s) plus taxes and fees
Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation
Expedia’s website also provides our Terms of Use, which the customer agrees to by continuing to book on our site or with our agents. Following is a link to the full Terms of Use and excerpts that pertain to the issue presented by this customer:
TERMS of USE for Expedia website
https://www.expedia.com/p/info-other/legal.htm
This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement"). Please read these Terms of Use carefully, as they contain important information about limitations of liability
LIABILITY DISCLAIMER
The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errorsIn particular, the Expedia Companies and Expedia Affiliates do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.)In addition, Expedia, Incexpressly reserves the right to correct any pricing errors on our Website and/or pending reservations made under an incorrect priceIn such event, if available, we will offer you the opportunity to keep your pending reservation at the correct price or we will cancel your reservation without penalty
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia PartnersThe Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority
Because Expedia acts only as a third party booking intermediary for travel vendors, we must have the agreement of the vendor to provide a refund. On June 22, we attempted to advocate with the Garfield Suites Hotel on behalf of *** *** , requesting permission to provide a refund. We were instructed to send an email with our request. We are awaiting response from the vendor and once we have their decision we will update the Revdex.com as to whether the hotel will allow us to provide a refund for the customer
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***
Tier Customer Service