Expedia Inc

July 28,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-***
Dear Revdex.com,
We appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is responding to the consumer complaint for Mr*** *** (Revdex.com case number ***) regarding an airline initiated schedule change affecting his flight reservation
As noted in our previous response, on February 21, 2015, the customer self-booked a flight reservation for two travelers using Expedia’s website, itinerary ***Travel was with *** from Bogota, Colombia to Vienna, Austria, departing on June 12, 2015, and returning on July 5, Due to an airline initiated schedule change affecting his itinerary, on June 12, 2015, Mr*** purchased two new tickets for the amount of $3578.20, for which he is requesting a refund
Upon receipt of Mr***’ Revdex.com complaint Expedia contacted *** on his behalf to request a refund for the unused portion of his original ticketsOn July 27, 2015, Expedia received the airline’s response, approving a refund in the amount of $In addition, Expedia issued a refund in the amount of $1539.56, to compensate Mr*** for the total of $3578.20, incurred due to the schedule changes affecting his bookingThe time it takes the refunds to post to Mr***’ account depends on how quickly his 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 us
Sincerely,
Lidiya N***
Tier Customer Service
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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. We understand *** *** is requesting refund
Upon further research, we are unable to locate an Expedia account related to *** *** complaintWe respectfully request that *** *** provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address *** ***concerns
If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Delia K***
Tier Customer Service

February 18,
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 you
Expedia is responding to the consumer complaint from *** *** (Revdex.com ID number ***) regarding a flight reservationWe understand the customer is requesting a refund or different flightsOn February 13, 2016, we contact Ms*** to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumer
Our records reflect that on January 19, 2016, the customer self-booked a package reservation for one traveler using Expedia websiteThe customer purchased a night hotel reservation at The Midtown Hotel, checking in on January 22, 2016, and checking out on January 25, The flight reservation was operated by American Airlines, with flights departing from San Francisco, CA to Boston, MA on January 21, 2016, and returning on January 25,
We can confirm that Ms*** contacted Expedia on January 20, 2016, to cancel the packageDuring the call, our agent immediately canceled the customer’s hotel reservation processing a refund in the amount of $Since customers’ flights were successfully voided within hours of purchase, the authorization of $should have been released back to the customer’s cardThese authorizations typically release within 24-hours
In reviewing Ms***’s account, we have learned an error occurred when processing the cancellation of the flightsWhen the flights were voided, due to the time zone, the airline system did not recognize so the funds were never releasedWe apologize for this inconvenience as our internal system reflected the tickets were voided and the funds should have been released within the 24-hours timeframe
Our goal is to provide and or exceed excellent customer serviceWe apologize if the service received was less than satisfactoryAs of, February 18, 2016, the flight portion of the itinerary was refunded in the amount of $The time it takes to post the refund to Ms***’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 us
Sincerely,
Hayden J***
Tier Customer Service

May 4,
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 4, 2015, Ms*** booked flights for travel April 10, 2015, through April 23, 2015, and travel insuranceMs*** canceled her flight and was issued an airline credit equal to the amount of the ticketsShe later utilized a portion of the airline creditMs*** says that she was advised by Expedia that her remaining credit was valid through September of
We understand from her complaint that Ms*** feels Expedia is not allowing her to use her remaining creditOn March 15, 2016, we received a call from Ms*** requesting to use the reminder of the airline credit which totaled $per passengerAfter reviewing the airline policy regarding airline credit, we discovered that Ms*** airline credit expired a year after the original purchase which was January 5, We were unable to extend the credit as it no longer existedWe offered an Expedia Travel Coupon which Ms*** declined to accept
We have confirmed the original flights were purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representativeThe terms and conditions regarding the term of the ticket was available and agreed to upon purchaseAs such, we are unable to offer a refund
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 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
As previously advised, on October 3, Expedia contacted the hotel on August 27, 2016; they advised they already processed the refund back to the customer credit card
The reservation was a pay later booking and *** *** was the merchant of the record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia
For pay later reservations Expedia only applies a temporary hold on the customer’s credit card to confirm the card is validThe hotel vendor is the one who charges the customer’s credit card
Since the customer is stating they are missing a remaining refund amountThe customer must dispute the refund with the hotel directly
Expedia will not process any refunds regarding this matter
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 to address this matter further
Sincerely,
Delia K***
Tier Customer Service

April 19, 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

November 15,
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 a refundOn November 14, 2016, we received receipt of the Revdex.com complaint
Our records reflect on September 1, 2016, the customer self-booked a flight reservationTravel is on British Airways operated by American Airlines, departing November 29, 2016, from Kahului, Hawaii to Prague; returning on January 3, 2017, from Prague to Kahului, HawaiiThe customer is stating they contacted Expedia to cancel or change the reservation; however the customer was not able to
Upon further researching this matter, we can confirm on September 13, 2016, the customer contacted Expedia to cancel the flight reservationExpedia advised the customer the ticket is nonrefundable and the airline does not allow changes on the ticket
In reviewing the customer’s account the flight is still active for travel on November 29, Prior to purchasing the reservation the customer was provide with the terms and conditions associated with the reservationThe following terms and conditions, pertaining to cancellation, were provide to the customer both at the time of the booking and on the Expedia.com email confirmation of the travel itineraryThe ticket is nonrefundable, no changes are allowed and the ticket is non-transferable
If the customer does not use the ticket, British Airways will consider the ticket as a lost value
If the customer still wishes to cancel the ticket, he can contact our customer service department at 1-800-397-
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 providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies
Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservationThis gives Expedia the opportunity to provide an appropriate resolution
We hope the customer understands Expedia cannot honor the request for the refund or to change the ticket
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
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 me
Sincerely, here is the number #***
*** ***

July 7,
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 Mr*** ** *** (Revdex.com case number ***) regarding a flight reservation
Our records indicate that on June 16, 2015, the customer self-booked a flight reservation using Expedia’s website, itinerary ***Travel was with ** *** from West Palm Beach, FL to Westchester, NY, departing on June 19, Mr** *** is requesting a full refund of this itinerary, in the amount of $583.80, as he states he cancelled the reservation within hours of booking
We have verified that Mr** *** contacted Expedia on June 18, 2015, regarding this matterThe call was escalated to Expedia’s Corporate Customer Service Department and Mr** *** was advised that Expedia is unable to provide him with a refund as he did not cancel his reservation within the hour period after booking
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** *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines
Per the terms and conditions agreed to at the time of booking, the reservation is nonrefundableAs the ticket amounts are $per traveler, and the airline imposed penalty fee $per ticket, the airline credit is lost value
While we regret Mr** *** experience was not as we would have hoped, and any subsequent inconvenience caused, if a cancellation confirmation was not provided to him when he claims he attempted to cancel his booking, that is because the cancellation was not completedIn addition, Expedia’s Customer Service Department is available hours a day, seven days a week, to assist customers with all inquiries they might have regarding their booking, including cancellation requestsDue to the information provided above, Expedia is unable to provide a refund regarding this matter
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,
Lidiya N***
Tier Customer Service

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

Complaint: ***I am rejecting this response because:
I was to allowed to use my original voucher for $which will be expiring this year on march 1, I was given the run around and transfered to multiple departmetns only to be told that my coupon was only valid with purchases over $1000!!! NO ONE EVER TOLD ME THIS AND THIS ISNT IN THE RULES WHEN I SIGNED THE CONTRACT!!
I WANT TO USE MY $COUPON THIS IS OUTRIGHT FRAUD!!Sincerely,*** ***

July 9, 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 Ms*** *** (Revdex.com ID number ***) regarding a hotel reservationOur records indicate on April 27, 2015, the customer self-booked a HOTEL COLLECT reservationAccommodations were at the *** *** from June 19, 2015, to June 23, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we were able to verify the customer contacted Expedia on June 22, 2015, due to the hotel charging her an initial down-payment at booking and charged the full charges again upon departureAs this was a hotel collect booking, Expedia did not collect any monies from the customerOn July 9, 2015, Expedia contacted the hotel directly on behalf of the customer and were advised they do no shoe any records of collecting a down-paymentAt this time we are requesting the customer please provide a copy of the credit card statement or a receipt reflecting the additional charges incurredThe 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 her 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: ***
I am rejecting this response because: The itinerary # is *** and account email is under ***@hotmail.com.
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: they are lying or incompetent.Sincerely,*** ***

Complaint: ***
I am rejecting this response because: The reply from Expedia clearly shows they were not compliant with their own policy of getting back with a customer on their Price Guarantee option in the hours they advertiseFurther more I did not obtain the competitive quote from Travelocity but from the actual Expedia websiteI'm attaching the automated email reply from Expedia that shows the promise
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: I was not informed that I could make a change during my stay. The trip had already been booked and paid for. I was out of the country and did not have information that I could make changes. How would I make changed out of the country when everything had already been booked and paid for. You cannot call from Mexico without high fees.Regardless I had contacted Expedia by phone over times, only to be put on hold for hours on end. I sent a letter to the corporate office and did not receive a response. I also was extremely upset over the fact that a female corporate office told me "you should have had more common sense to change your hotel!" I was appalled at this response. Does Expedia Corporate office feel this is good customer service to be demeaned by their officers? Very rude. Phone calls were unsatisfactory, along with no response to my letter and then to be demeaned by corporate. I guess Expedia feels it is OK to treat their customers this wayI will never book with Expedia again because of their EXTREMELY HORRIBLE CUSTOMER SERVICE. I will let my friends and family also know of how poor they treat their customers.As for the pictures of the hotel on-line. They do show the sand as white. It is not. Pictures are doctored to fool customers. I would not have stayed there had they showed the sand as brown.I also fell on the sidewalk outside my room and pulled a groin muscle. I should have sued the hotel for having slippery sidewalks. I fell both feet up in the air and straight on my back. I am very upset over the response I have received through their poor customer service. I will never book again with such a poorly run company. They could at least be a little more considerate on how they treat their customers!I thank the Revdex.com for trying to help me in this matter, but obviously Expedia holds no responsibility for how poor their agents treat customers, phone calls, letters, rude agents! They could have at least worked with me on some sort of compensation for their rude agents!Sincerely,*** ***

Complaint: ***I am rejecting this response because:
How can you possibly state I should have called customer service when I was having issues with my booking especially after the horrific level of what you call service I experienced! I had to call you times on different dates and wasted more than hours of my time!!!
I had no idea flights were booked and please do not use the excuse that you are just a platform because other internet companies try that excuse and ultimately lose. If you are just a 3rd party, then why was I charged by Expedia and not Hertz for the car but charged directly from the airlines? Plus I was told more than once by multiple people that you were having technical issues. Perhaps your revenues are inflated and your platform should be audited by the appropriate authorities if your technical issues create over charges to customers. I will file a suit if I have to or find a law firm that will look into all the complaints about you in the past. Take responsibility for the mistakes everyone in your customer service department made.
You state that on Nov 3rd, I was advised there were no identical flights and was told of a $penalty fee. Not true at all. The first person I spoke to didn't see the issue, then the second person did but because I heard a lot of goofing around and laughing in the background and was kept on hold for over an hour I hung up. How can anyone think your employees take their jobs seriously? I called again and had to ask the person who answered the phone 5x to speak to someone in the USA. I finally got Tammy, who said she saw the double booking of the same itinerary, would cancel one, would see a credit within business days and gave me the case # I provided to you. Not one person contacted me after that regarding penalty fees etc. You claim this all occurred on the same day. You are highly mistaken
Fact, I had to call again on November 8th because I still did not see a credit on my card after I was texted a new itinerary # by you. I spoke to someone at 3:EST, I believe Van, who stated there were issues with your site, confirmed my phone number and said would call me back. He did not
Fact, I had to call again on November 9th. I spoke with Harvey who apologized and stated he would rectify the issue that morning and had to call corporate to get the penalty fee waived. He transferred me to Jordan, and her first statement was 'how can I help you"? You have to understand that made me feel as if she had no idea why I was calling and I had wasted yet again another hour of my time. So for the first time I did get hostile. How could I not after being on the phone with your company so many times and constantly being placed on hold? She should have said I am aware of the situation and this is what I can do for you So basically I take her behavior towards me as spiteful because she did not like my complaint and hostility. She said United would not give me a refund and told me I had to call them. If I knew this to be the case I should have been advised by you on Nov 3rd, not the 9th, that I should have called the airlines directly. United gave me a full refund after I explained the situation. So in my view it was Jordan who really did not want to do right by me. She told me American would give me a refund and I had to pay a penalty of $which I truly feel should be paid by Expedia. I had to ask for some sort of compensation by you because she didn't freely offer it. You honestly think I want a $credit towards a hotel and use your site again. Never!!
I called American Airlines. She did state that normally I would have had to pay a $penatly but she saw the $fee and said it was fine. The supervisor said it is not their ability to waive the penalty fee but the agent, that being Expedia. So if Expedia and American Airlines want to play game of ,I am not responsible ,then I will sue both firms. It will get to the point that most airlines will no longer participate on your platform as we have seen many leave in the past years. After the ordeal your customer service department has put me through, you are responsible on many levels, lack of follow through, lazy employees, excuses of system issues, etc. So I expect a full refund from Expedia. If you choose not to then I will file a claim, go on social media, and contact the Attorney General. Maybe your stock price is inflated due to your fraudulent practices or the lack of ethical practices and employee training. There may be no checks and balances on you currently as the banks, but it will happen if you continue this behavior
Sincerely,*** ***

May 10,
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, 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 We understand Mr*** is requesting refunds for two vendor services which were not honored on a recent trip
Our records indicate the customer booked Itinerary # *** for a Chinatown Walking Tour and Itinerary # *** for a Pizza History Walking Tour, both located in San Francisco, California and both of which were cancelled by the third party vendor due to weather issues
Expedia regrets that the vendor was unable to provide the services and has not refunded the customer’s fees. As a courtesy, on May 10, Expedia has processed refunds for both itineraries in the amounts of $and $back to the customer’s original forms of payment. The amount of time it takes for the credits to be available in the customer’s accounts depends upon how quickly his 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
Tier Customer Service

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 charge on his billing statement. We understand Mr*** is requesting a refund
Upon further research, we are unable to locate an Expedia account related to *** *** complaintWe respectfully request that Mr*** provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address Mr***’s concernsWe request that Mr*** send a copy of his billing statement showing the chargesThe customer can send via the Revdex.com
If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Delia K***
Tier Customer Service

July 19,
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 Mr*** is requesting a hotel date change and compensationOn July 18, 2017, we received receipt of the Revdex.com complaint
Our records reflect on May 14, 2017, the customer self-booked a package reservationTravel is on *** Airlines, and includes a hotel stay at the *** *** *** ***, via itinerary number ***The customer is stating that he contacted Expedia to change the date for the hotel; however the date has not been changed
Upon further researching this matter, we can confirm on July 17, 2017, the customer contacted Expedia to change the chedate from July 20, to July 21, Expedia encountered a system issue and was unable to change the dateExpedia contacted the hotel; however could not speak with anyone who could authorize the change
Expedia changed the date per the customer’s request; and contacted the hotel on the customer’s behalfThey confirmed that the change was made and now the chedate is for July 21, and that they authorize the refund for the first night
Expedia processed the refund of $back to the original form of payment
We apologize for any inconvenience this may have caused and would like to assure the customer that their business is important to us
Expedia is unable to honor the request for the compensation
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service