Expedia Inc

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 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 reservations
As 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

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

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,
*** ***

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

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,
*** ***

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

September 13,
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 March 3, 2016, Mr*** booked roundtrip flights from New York to Punta Cana departing on August 21, 2016, through August 28, We understand from Mr***’ complaint that the flights were affected by an airline schedule change which resulted in their cancellation
We regret any inconvenience that Mr*** has experienced as a result of this issuePlease know that when an airline makes changes to their flight schedules all passengers on the original flight are affected regardless of how they purchased their tickets, having purchased your flights from Expedia.com does not subject you to additional changes or less accommodating resolutions from the airline
After review, we have confirmed that Mr***’ flights were canceled by the merchant of record Dynamic Airways because they have ceased all travel to Punta CanaThe services provided by Expedia are that of a third party intermediary, the airline; in this case Dynamic Airways is the merchant of record (i.ethe company who charged Mr***’ credit card) and as such accepted the fundsHe will also see the airlines name in the transaction information of his credit card statementAs Dynamic Airways was the merchant of record, they are also the party to process any appropriate refundsDynamic Airways refunded the airfare but, Mr*** is requesting that Expedia offer compensation because we failed to provide alternative flights
Expedia is unable to offer compensation for matters beyond our control, however on September 2, 2016, Mr*** was offered an Expedia Travel Coupon valued at $which he acceptedOn September 13, 2016, we also processed a $refund for the travel insurance that Mr*** purchase as a onetime courtesyRefunds like this usually take between 3-business days to post
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

April 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 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 refundUpon receipt of the Revdex.com submission, we have verified this issue was resolved on April 15, Expedia immediately processed a full 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 his credit card company processes refundsIn addition, The Reef at South Beach confirmed the reservation as shown below:
• APR 05:AM PDT • Confirmed • Reserve We 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*** Corporate Customer Service

Complaint: ***I am rejecting this response because: flight anyway is clearly and admittedly their fault and in order to get on my honeymoon as you see it cost me a lot. Sincerely,*** ***

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

May 5,
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 April 14, we received the receipt of her Revdex.com complaint
Our records reflect on December 9, 2015, the customer self-booked a flight reservation for *** *** *** and *** *** ***, using Expedia.com. Travel was on SeaPort Airlines, departing February 19, 2016, from Portland, Oregon to Imperial, California; returning on March 1, 2016, from Imperial, California to Portland, Oregon. The customer is stating, was notified of an Airline Schedule Change and contacted ExpediaThe customer is stating, was advised the airline was no longer flying to Imperial, California. The customer could cancel the flight and process the refund. The customer is stating requested the refund; however has not received it
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 All Nippon Airways 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 January 15, 2016, Expedia received a notification from the airline advising of an airline schedule change Our agent contacted the airline, they advised no longer fly to Imperial, California. The airline offered to arrive in San Diego, California or cancel the flight and processed the refund to the customer. Our agent sent an email to the customer, advising to contact Expedia as soon as possible
On January 16, 2016, the customer contacted Expedia and requested to cancel the flight and process the refund. Our agent did cancel the flight and submitted the refund request to the airline
On February 15, 2016, the customer contacted Expedia, advising has not received the refund for the flight. Our agent advised timeframe from the airline is about 8-weeks No further action taken
We can confirm the customer contacted Expedia serval times, in regards to the refund status
In reviewing Ms***’s account, Expedia can confirm on January 16, 2016, we did submit the refund request to the airline. On April 13, 2016, we did submit the refund request to the airline again
On May 5, 2016, Expedia contacted the airline on the customer’s behalf, they advised the refund was done on April 13, 2016, in the amount of $per each ticket. The standard timeframe for the refund to reach the customer is about 8-weeks.
Expedia does regret any inconvenience that this has caused the customer and would like to assure you that your business is important to us. We hope the customer understands, Expedia cannot not expedite the refund timeframe and cannot honor the request for any compensation
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

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: as a "travel agency" Expedia should have insured that we were notified! To really expect us to miss days of our trip because of their mistake in notifying us in unacceptable Expedia is wrong and since this has happened to us we have seen that it is not an unusual circumstance for expediaWe are extremely update and unsatisfied and for expedia to not step up and take responsibility is not acceptable! We for sure will NEVER use expedia again and will let others know our experience! Sincerely,*** ***

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
%

,
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

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

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,*** ***

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,
*** ***

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,*** ***

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