Expedia Inc

Complaint: ***I am rejecting this response because: again, no action has taken place regarding this matterIn my last attempt to call customer service, I was on hold for one hour and fifty seven minutes before I reached corporate customer serviceI was notified that the airline would take one to eight months to refund my money, I tried to escalate the call to another supervisor and was told by "Dave" that it will take several hours for a supervisor to get on the phone or to leave a message and maybe someone will call me backMy flight departure date was July 16th If Expedia was so sure that I would be credited, then as a courtesy for being a long standing customer, I would have appreciated the courtesy of a creditDave also said he would offer me a coupon to use for all of my inconveniences thus far, and I have yet to see anything posted on my Expedia account or emailI am absolutely sick of the misleading, uncaring, and misrepresentation that I have received so farThis response is another example of their run around...Sincerely,*** ***

Complaint: ***I am rejecting this response because:Expedia is saying that because I proceeded to the next page I was aware of all of the penalties involved in that type of booking which is simply not trueAnyone can testify that you cannot even find a phone number on the Expedia siteIt is present but they deliberately hide visibility of their customer service number in order to block customers from callingThese are tactics that do not benefit the customer and this is why Expedia has had so many complaintsFor them to refuse to work with customers to find a solution is appalling. Sincerely,*** ***

April 10, 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 Mrs*** *** *** (Revdex.com case number ***) regarding a flight creditOur records indicate on February 16, 2016, the customer self-booked a non-refundable flight reservation through the Expedia.com websiteWe understand from the complaint, the customer is requesting Expedia change the airline’s terms and conditions of the credit validityUpon receipt of the Revdex.com submission, we were able to verify on March 15, 2017, the customer contacted Expedia requesting to utilize her expired *** Airline creditThe assisting representative advised the customer that the airline credit was valid for one year from the original booking date which had already expiredAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchased*** Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaIn addition, 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 purchasingWe provide selection details on several pages for review, including the final payment screenAs Expedia must abide by the airline’s terms and conditions agreed to at the time of booking, and as Expedia is not the merchant of record, Expedia is unable to change the validity date of the *** Airlines credit and/or issue a refund as requestedWe thank you for allowing us the opportunity to address the issues which have been 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

May 22,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #O-***
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
At Expedia, we take customer complaints and feedback seriously and we strive to provide our customers with a great experience with the booking and throughout their travels. We’re sorry Mr*** recent experience did not live up to that expectation
Our records indicate Mr*** did contact us from the airport on April 5, 2015, to report the missing ticket. Our representative tried to locate alternative flights; however, Mr*** did not accept any of the options provided. We have verified with *** Airlines they were able to place the customer on a new flight that enabled him to complete his travel. While we understand the customer’s experience was not what we would have hoped, the reservation was utilized. As a result, we are unable to provide any compensation related to this matter
We thank you for allowing us to address the issues this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
TierCustomer Service

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
The customer had two previous $Best Price Guarantee coupons that were redeemed and applied on August 11, and August 21, 2016, for the itinerary numbers ***, ***
On April 6, 2017, Expedia added the $Best Price Guarantee coupon for the itinerary number *** and is active for use
Expedia found no other coupons that are owed or pending to the customer
We thank you for allowing us to address this matter further
Sincerely,
Delia K***
Corporate Customer Service

June 23,
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 hotel refund request
Our records reflect on May 2, the customer accessed Expedia.com and self-booked a non-refundable hotel stay at the Hampton Inn & Suites, Lady Lake, Florida to check in on May 26, and checking out on May 29, 2016. The agreed upon price of the booking was $which was billed to the customer’s credit card upon completion of the of the reservation.
At the time tye reservation was made, $was the correct amount for The Expedia Special Rate, which is lower than the rates regularly charged by the room reservedThe lower rate shown to the customer by the property is what is called the net rate, which is the rate the hotel charges Expedia for the roomIn order to provide the best rates to our customers, we buy large blocks of hotel rooms far in advance at a reduced rateThis allows us to provide our customers with some of the lowest rates available to the publicWe deeply regret the property made an error by sharing the incorrect rate, and for any confusion this may have caused.
As a courtesy, we have provided the customer’s online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within his accountWe hope you will allow us the opportunity to improve upon his experience in the future
As to the car rental charges, Expedia acts only as a booking intermediary and the rental car companies are the merchant of record and the party that charges the customer. Our car rental information does state that taxes and fees are estimatedThere are many things that can alter the original estimate, such as insurance, gas and/or mileage charges, upgrades, etc. The rental company does go through each part of the rental agreement with the customer and they have the right to refuse the rental if the add on charges are outside their comfort levelIf a customer believes they were overcharged by the rental car company, they can file a claim with that companies customer service department and they will open an investigation and provide a refund, should they find the customer has not been fairly charged. We would encourage Mr*** to contact Signature Car Rentals and ask for a review, if he feels he was over charged.
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

March 23,
Revdex.com
Alaska, Oregon & Western Washington
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
We would like to apologize for the inconvenience that Mr*** has experienced, and for any lack of service he received while trying to resolve his issueIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr*** feel Expedia has done soIt is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available
Please be assured that we are taking the necessary steps towards corrective action and quality assuranceWe have also shared Mr***’s comments with the appropriate members of our management team so that they too are aware of the issue at hand
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: ***I am rejecting this response because: they are lying or incompetent.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,*** ***

November 3,
Revdex.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,
*** * *** ***

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: 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 selected the four star add for the Mystery Hotel
As you can see from the attached screen shot, Expedia was falsely advertising a star hotel
I explained to the rep that what Expedia was doing was advertising
You can see for yourself, the ad that I clicked on gives the impression that the Mystery Hotel you are getting is a start hotel
Instead I got a borderline star hotel. Check out the reviews for the *** *** *** on other hotel websites. They rate it below a star hotel
This is clearly underhanded behavior by Expedia. It looks like they are trying to cover their tracks. Just checked the web site and the Mystery Hotel now does not include the stars.
https://www.expedia.com/Hotel-Search?#&destination=Albany,%20New%20York&startDat...⇄ /> The Later.png shows how they are trying to change things after my complaint
I did not even stay in the *** because of the scary reviews from people
Look, I have a law degree and will pursue further legal action if this cannot be resolved fairly
Sincerely,*** ***

February 20,
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 February 15, 2017, we received receipt of the Revdex.com complaint
Our records reflect on December 16, 2016, the customer self-booked a combinable one-way flight reservation for *** *** ***, *** *** ***, *** *** *** and *** ** ** ***Travel was on JetBlue Airlines, departing February 9, 2017, from Boston, Massachusetts to Washington; and returning on February 12, 2017, from Washington to Boston, Massachusetts with United AirlinesThe reservation includes the Cancellation Plan, via itinerary number ***The customer is stating due to an airline schedule change on the outbound flight, the customer could not use the return flight
On February 8, 2017, the customer contacted Expedia requesting to cancel the outbound and return flight due airline schedule changeThe customer advised they were going to a funeralExpedia contacted United Airline; they advised there were no airline schedule changes with them
United Airline advised if the customer wants to cancel they will have to follow the policyThe airline advised the customer can submit a refund request on their website; however they would need the death certificate
Expedia contacted JetBlue, they advised due to the airline schedule change the flight was not canceled and the airline is only waiving the change fees if the customer changes the flight nowExpedia advised the customer, they requested to cancel the flight
In reviewing the customer’s account the customer does have a flight credit with United AirlinesBased on the airline policies the tickets are nonrefundableUnited Airlines change fee is $per personThe customer’s flight credit is a total of $280.40, since the change fee is higher than the flight creditUnited Airlines will consider the tickets as a lost value
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
JetBlue and United Airlines were the operating carriers and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia
We hope the customer understands Expedia cannot honor the refund request
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service

November 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 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 November 7, 2016, we received receipt of the Revdex.com complaint
Our records reflect on September 8, 2016, the customer self-booked a hotel reservation at the Clift hotel chedate September 9, 2016, check-out date September 11, The customer is stating they were charged by the hotel and Expedia for the reservation
Upon further researching this matter, we can confirm on November 2, 2016, the customer contacted Expedia advising the hotel charge them for the reservationExpedia contacted the hotel; they advised to submit an email for the hotel to review
On November 9, 2016, Expedia contacted the hotel on the customer’s behalf; they advised the customer was not charged for the roomThe customer was charged for incidentals while at the hotel
The hotel provided Expedia with a copy of the customer’s hotel receiptThe hotel charged the customer for parking in the total amount of $332.72, for room service dinner in the total amount of $50.06, and minibar food in the amount of $The total charge in the amount of $
The hotel receipt shows the customer paid in cash in the amount of $The customer used two different credit cards to pay the remaining amountsThe customer paid the amount of $on a Visa ending in and the rest in the amount of $on a Master Card ending in
We hope the customer understands Expedia cannot honor the request for the refund for the incidentals
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Tier Customer Service

October 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 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, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a hotel. We understand Ms*** is seeking a refund for a hotel reservation booked using ExpediaWe researched this matter further our records show a reservation for Ocho Rios Villa at Coolshade was booked on October 15, via our website by Ms*** or an authorized user to their Expedia account, without assistance of an Expedia representativeWe show the reservation was booked for a Family Villa, three bedrooms for one occupantWhen booking at our website it is essential the correct numbers of occupants are indicated as some hotels do impose additional fees for more than two occupants, regardless of how many occupants the room can accommodateWe contacted the hotel and we were advised they contacted the customer to reconfirm the reservation, and when they discovered the customer planned on bringing additional occupants that were not listed on the reservation it was during that time the customer was advised there would be an additional charge for those occupantsOn October 17, the customer contacted expected and requested to cancel the reservation as they did not want to pay the fee charged by the hotelWe contacted the hotel and advocated on the customer’s behave and regrettably the hotel denied the request for a refundIn addition, at the time of booking, you agreed to our Terms of Use, which expressly provide as follows: The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded 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 hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policiesWhile we understand Ms***’s concerns we cannot honor a refund in this matter as the reservation was non-refundableWe regret our response could not be more favorable in this matterWe 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 usSincerely, Kiki R*** Corporate 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 #***
*** ***

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 1***, and find that this resolution is satisfactory to me
Please know that as of today, May 1, - Sunday, we already received the full refund from Expedia
Thank you so
much for your help!
More power to the Revdex.com
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