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,
*** ***

Revdex.com:
Dear Revdex.com,I have reviewed the response by Expedia and I will provide the information necessary to resolve this informationThe itinerary number is #*** and the email assiociated with the account is ***
Sincerely, *** ***

August 7,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our
customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a refund request
Regrettably the customer did not include an Expedia Itinerary number and we are unable to locate one that matches the information she is providing by searching on her name or email address.
If the customer would like to reply to this response and provide the Expedia itinerary from her booking and also the email address she used when making the reservation, we will be happy to research the matter further and look into her complaint.
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

Complaint: ***
I am rejecting this response because:I was advised that I would be refunded the airline ticket amount minus the penalty fee of $per ticketI stated this in my initial complaintExpedia continues to ignore the discrepancy between the information they gave versus the information that Avianca gave them regarding requesting a refund for the penalty fees pf $per ticket Expedia also failed to address the fact that because they cannot give me the name of the Avianca costumer service rep that informed them to cancel the flights prior to me submitting an online request for the reimbursement of the penalty fee, I can't proceed with the Avianca complaint on this matterHence, because Expedia cancelled my flights prior to submitting the Avianca form, and because Expedia has not given me necessary information for Avianca to proceed and look into the matter from their end, I am restricted and I am left with no way to file a request for reimbursement fees from AviancaExpedia's handling of this matter continues to limit me as a costumer with the airline
Sincerely,
*** ***

September 20,
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 flight price drop.
Our records reflect on September 9, the customer accessed Expedia.com and self-booked itinerary # *** for two round trip flights from San Jose, CA to Dallas Texas departing October 22, and returning October 29, 2016. The itinerary also includes a car rental through Alamo Rentals for corresponding dates.
Expedia regrets that the customer is unhappy with their flight pricing; however, Expedia does not provide refunds unless the customer finds and submits a lower price within the first hours after booking, which fully meets our Best Price Guarantee program terms;
Under the Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking. The price match request must be submitted online within hours of your original bookingThe lower priced itinerary needs to meet specific requirements to qualifyThe following link to the Expedia Best Price Guarantee Terms and Conditions were provided on the website:
http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US:
When booking on Expedia.com customers agree to the terms of use, provided on our site;
Expedia, IncWebsite Terms of Use
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 and resolution of disputes through arbitration rather than in courtYou should also read our Privacy Policy, which also governs your use of the WebsiteBy accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall applyIf you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents
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 AffiliatesThe Expedia Companies and the Expedia Affiliates 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 Affiliates 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.
As Mr*** mentioned, 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 providersExpedia does not own, operate or otherwise run any travel companies, and does not set pricing for the vendors who offer their services on our site. Expedia uses real-time airline reservations database that contain current ticket prices and availabilityThe database is updated regularly as fares change and seats are soldAirlines routinely change their prices up and down depending on availability and many other factors. Expedia may provide information based on trends but cannot guarantee specific pricing at any given time
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

June 28,
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms*** is requesting a refundOn June 27, 2017, we received receipt of the Revdex.com complaint
Our records reflect on June 1, 2017, an agent assisted the customer book a hotel reservation at the *** *** *** with a chedate of June 20, 2017, and with a check-out date of June 22, 2017, via itinerary number ***The customer is stating that Expedia did not advise her that the price for the reservation would be in USD and not in CAD
Upon further researching this matter, we can confirm on June 24, 2017, the customer contacted Expedia advising that she was charged in USD for the booking and requested the refund for the currency conversion that the customer was charged
Expedia has reviewed the call recording for June 1, The finds reflect that the customer contacted Expedia.com which is the US and not the Expedia.ca point of saleExpedia did recap all the required information regarding the hotel to the customerExpedia is not required to advise the customer of the currency rate that would be charged; unless the customer makes an inquiry
Please note that 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 providersWe do not own or operate any hotels, nor do we set any policies related to refundsWe hope the customer understand that we must adhere to the policies of the hotel in this case
Furthermore, when finalizing the reservation on Expedia.com, the customer agreed to Expedia’s Terms of UseThe Expedia Terms of Use explicitly state as follows:
The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia CompaniesExpedia Companies 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 formExpedia Companies 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 have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority
In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages.
Based on the above, Expedia is unable to honor the request for the refund
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service

June 27,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Our records reflect that on May 11, 2016, Ms*** booked an Expedia Vacation Package which included roundtrip flights from Boston, Massachusetts to Las Vegas, Nevada and a three night-stay at the SLS Las Vegas Resort from June 20, 2016, through June 23,
We understand from Ms***’s complaint that she needed to make a change to her flight so she contacted Jet Blue AirwaysShe states that she was instructed to contact Expedia and have Expedia to contact Jet Blue to issue a voucherShe also states that she had received conflicting information regarding the breakdown of feesShe says that she received a refund of 217.59, for the hotel after being informed that the flights costed $and the hotel was $She is requesting a voucher valued at $1,
We have researched Ms***’s complaint and confirmed that the lodging portion of the package was $217.59, and the airfare portion was $ As such, there is an existing airline credit for both passengers valued at $($each) The passengers must rebook and complete travel by May 11, A rebooking fee of $per passenger is required as wellPlease instruct Mr*** to contact Expedia when she is ready to utilize the airline credit
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

February 10,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com
allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Our records reflect that on January 22, 2016, Ms*** booked a one-night stay at the Emerald Bay Lodge from January 28, 2017, through January 29, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative
On Expedia there are two types of hotels: those for which the customer pays Expedia directly, and those for which the customer pays the hotel directlyThis particular booking was such that the Hotel would charge the customer directly
As Ms*** acted on her own behalf as the travel arranger, she or an authorized user of the account agreed to the following Terms and Conditions of the booking;
Cancellations or changes made after 6:PM local hotel time, Wednesday, January 25, 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
We understand from Ms*** that she canceled her reservation prior to reaching the penalty phase of the booking, but was still charged $for the reservationShe is now requesting a refund of $
Our records confirm that the booking was canceled online by Ms*** or an authorized user on the account at 1:15am January 26, By this time, the reservation had entered the penalty phasePlease note that each of the companies with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to them
Again, 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***
Corporate Correspondence Team

Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** ***. We regret to hear Mr*** did not accept our response and/or resolution offered
The base rate for the reservation without taxes and fees is $per nightThe total cost for taxes and fees is $The customer was refunded the correct amount of $for the first night
Please note not all call recording are captured or recorded
Since the customer was already refunded, Expedia is unable to honor any further refunds and 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 to address this matter further
Sincerely,
Delia K***
Corporate Customer Service

Hello The issue was resolved Thanks *** ***

Complaint: ***
I am rejecting this response because: Instead of canceling the groups entire itinerary for each person, Expedia should have ONLY canceled the individual effected by the 'so called' error of the maiden name changeThat way the customer might have been able to repurchase a single ticket, massively reducing the cost of this changeAlso, Emerates Airlines has informed the customer that a maiden name on a passport versus a married name on a ticket would have been allowed, given that the customer did in fact have a copy of her marriage certificate in her carluggage. (I), *** ***, Insist on being reimbursedI would be willing to settle being reimbursed for each ticket where ticket names and passport names matched, allowing the 'so-called' error of the maiden name ticket to go unreimbursed.
Sincerely,
*** ***

October 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 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: I have the email from Expedia dated 1/5:pm stating I cancelled the reservationThat is before the cut off and prior to the date Expedia is stating in their response to Revdex.comAlso I received another inaccurate email from Expedia on 2/3/stating that I had received a refund and that the issue is with my bank I have attached a word doc with the emails
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
The issue is not whether car rental companies do or do not engage in the practice of artificially hiking up car insurance prices at rental counters in Mexico (or any other country). The issue is also not whether Expedia "directly" profits from it What is at issue is that Expedia is fully aware of this practice and does nothing to make travelers aware that this happens. To the contrary, Expedia conveniently ignores this practice, then intentionally provides grossly under-exaggerated, "No Surprises / Pay At The Counter" costs that are more than times lower than the amount that is actually due. They indirectly benefit from this scam by implying that the cost of car rental bookings through Expedia is drastically lower than it actually is. Expedia then buries a nonspecific disclaimer in their rental agreement and conveniently blames the car rental company when these grossly under-estimated costs are revealed
It's a sales gimmick best and an outright misleading scam at worst. Please expose this practice to warn future travelers.Sincerely,*** ***

,
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 you
Expedia is responding to the consumer complaint for Ms*** *** (Revdex.com case number ***) regarding a flight reservation
Our records indicate that on October 23, 2014, Ms*** self-booked a flight reservation using Expedia’s website, itinerary ***Travel was with *** *** from Phoenix, AZ to Hamburg, Germany, departing on January 23, 2015, and returning on February 8, On January 19, 2015, Ms*** contacted Expedia and cancelled her reservationMs*** states she was advised by an Expedia representative that she can utilize her airline credit in the amount of $1484.14, subject to an airline imposed penalty fee of $300.00, by rebooking new travel within a year of the original booking dateShe is requesting that this statement be honored
We have verified that Ms*** contacted Expedia several times in regards to her airline creditThe assisting representatives contacted *** *** on her behalf; regrettably, they were advised the credit can be used to complete travel within a year of the original booking date, which means the credit will expire on October 23, 2015, if not used
While we were unable to verify the information provided to the customer during the call mentioned in her complaint, Expedia is willing to honor her airline credit per the validity she claims was provided by an Expedia representativeThe amount of $(the airline credit of $minus the airline imposed penalty fee of $300.00) will be provided by Expedia in the form of an airline credit for travel on *** ***Ms*** is to rebook and complete travel by October 23,
To utilize this airline credit, we ask Ms*** to please contact our Customer Service Department at *** (***) between AM and PM Pacific Time Zone, any day of the week, reference case number O-***, and request to be escalated to Tier Customer Service Department for assistance
We regret Ms***’s experience was not as we would have hoped, and any subsequent inconvenience 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 us
Sincerely,
Lidiya N***
Tier Customer Service

July 21,
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 difficult booking experience
Our records reflect the customer was attempting to access Expedia.com and book online travel but regrettably her several attempts failed to return completed itineraries.
When customers attempt to make online purchases, the vendor’s accounting system will electronically contact their bank or credit card companies’ system to validate the account is active. At that time, the bank or card company may place a hold on the amount of funds the customer is attempting to spend, in anticipation of the vendor debiting the account for the purchase. When a purchase is not completed, and the vendor does not withdraw the funds, the hold is usually released within three business days. When a customer has several failed attempts to make purchases, this can put a large amount of funds on hold at their bank or card company.
Although vendors, such as Expedia, do not request these holds be placed, we can contact the customer’s bank or Card Company, and ask that they release the hold immediately. We verify the transaction was not completed and confirm we won’t be debiting the customer’s account. However, banks require our agents to have the customer on the phone, when making this request. Therefore, a customer that has a failed transaction would need to call 1-800-EXPEDIA (397-3342) and ask to have a pending authorization removed. They will be transferred to an agent who can assist by calling their bank or card company and asking for release of the hold(s). Most banks and card companies will release the customer’s funds at Expedia’s request, however; some have rules that require the hold to remain for a period of time set by the financial institutionExpedia does not have any authority to force the banking institution or credit card company to release the hold, if they refuse
Often itineraries for travel can exceed the customer’s daily spending limit set by their bank and this will stop an itinerary from completing because the payment cannot be processed. Customers can avoid this issue by contacting their bank prior to booking with us to ask that they increase their daily limit to cover the travel they are going to book.
Expedia regrets the difficulties Ms*** had with these recent transactions and that service she received was less than satisfactory. Comments such as hers are read by numerous people within Expedia and help shape our policies and practices. It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available. We would like to assure her that her business is important to us
We do show that a $Expedia Travel Coupon was provided to her in her permanent Expedia account, which she has applied to an itinerary.
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

September 14,
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: My booking number through Expedia was #***, and the email used to book the travel was ***.***@gmail.com.Please let me know if there's anything else you need!
Sincerely,*** ***

Complaint: ***I am rejecting this response because: the Expedia answer is the same as previous time Again, the statements were send to Expedia on May and I have a proof of it Also, why are they asking me to provide my credit card statements instead of contacting airline and ask them for the proof of refund? Expedia representative indicated that Virgin America is responsible for the refund, but I purchased the trip from Expedia, not the airline In case that airline failed to process the refund, Expedia should follow up with the airlineI think it was enough time for Expedia to resolve this, but nothing has been done, just empty promises Sincerely,*** ***

Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been
brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier Customer Service