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 meSincerely, *** ***

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 refund On July 6, 2016, we received receipt of the Revdex.com complaint
Our records reflect on October 24, 2015, the customer self-booked a flight reservation for *** ***, *** ***, *** *** *** and *** *** *** using Expedia.com. Travel was on Tame Airlines, departing July 16, 2016, from New York to Manta, Ecuador; returning on August 13, 2016, from Manta, Ecuador to New YorkThe customer is stating, due to an earthquake and an airline schedule change, the customer has requested a full refund for the flight The customer is stating they have not received the refund for the flight reservation
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 Tame Airlines 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 on June 3, 2016, the customer contacted Expedia, requesting to cancel the flight reservation, due to an earthquake and an airline schedule change Expedia contacted the airline and was advised to send an email to the airline requesting the refund request
In reviewing the customer’s account, Expedia has contacted the airline several times requesting the refund; however, Tame Airlines has not authorized the refund request On July 19, 2016, Expedia contacted the airline on the customer’s behalf; they advised to, send another email requesting the refund
We hope the customer understands Expedia is not the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary Until Tame Airlines authorizes the refund; Expedia cannot submit the refund request
Once the airline response to the refund request, Expedia will advised the Revdex.com and the customer
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Delia K***
Tier Customer Service

Complaint: ***I am rejecting this response because: Expedia representative indicating that they didn't receive credit card statement. This is not true. I have a proof - email with recent credit card statements were send to Expedia on May at 9:am (right after telephone conversation with customer service supervisor) as reply to the email from Expedia asking for the statements. After all unsuccessful communications with Expedia customer service, send another email on June 15 to Jovi (supervisor who send me the original email about refund). Still no response after days, complete ignorance. Please let me know if I should send you these emails.Sincerely,*** ***

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

Complaint: ***I am rejecting this response because I can not understand why Expedia can not locate all necessary itinerary #'s necessary to research this complaint by searching by my name or email address Everything stated in the last response by Expedia is correctThe Expedia representative that booked the *** *** trip said that she could not put the flight on the same itinerary as the hotel and car rental since it was a rebooking Although I cannot locate the specific itinerary number for the flight,I do have a confirmation email that shows the flight details and states at the top of the email that it is a re-booked flight and the total charge for rebooking The Expedia representative guaranteed me at the time of booking this flight and trip to *** *** that I would AUTOMATICALLY be reimbursed the re-booking fee within business days She did not mention that I would need to call back Expedia, talk to different representatives, wait on hold for over hour and then ultimately file a compliant through Revdex.com I have attempted to attach a screen shot of the confirmation email from Expedia that I referenced above I understand this picture could possibly be hard to read...but I have the email saved if there is a better way to get it to Expedia Unfortunately....I have searched throughout this email and have been unable to find a reference to an itinerary number I'm wondering if there ever was a number assigned specifically for the flight If so, I don't know that it was ever communicated to me, whether on the phone or through email In the past, all email correspondence from Expedia includes an itinerary number.Sincerely,*** ***

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

January 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 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 flight reservationUpon receipt of the Revdex.com submission, we have verified this issue was resolved on January 3, 2017, via the Expedia Executive Escalations DepartmentWe apologize for any inconvenience that may have occurredWe 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

June 1,
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 package reservation. We understand *** *** is requesting Expedia to change the dates or process the refund On June 1, 2016, we contacted *** *** to acknowledge receipt of the Revdex.com complaint; however the customer was available
Our records reflect on March 13, 2016, the customer self-booked a package reservation for *** *** and Shanda Lee Bintliff, using Expedia.com. Travel was on LOT Polish Airline, departing May 28, 2016, from Stockholm, Sweden to Zagreb, Croatia; returning on June 2, 2016, from Zagreb, Croatia to Stockholm, SwedenThe hotel stay at the Apartments Jadranka, chedate May 28, 2016, check-out date June 2, 2016. The customer is stating, due to an airline schedule change, the customer requested to change the flight; however, has not been changed
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 LOT Polish Airline 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 May 12, 2016, the airline sent a notification to Expedia of an airline schedule change on the return flight The customer was sent an automated email
On May 13, 2016, the customer contacted Expedia, requesting to cancel the hotel reservation and change the flight dates Our agent contacted the hotel; however, the hotel was not availableOur agent advised the customer Expedia would need to contact the hotel and request the refundOur agent contacted the airline; however the airline was not open Our agent advised the customer; once the vendors are open Expedia would contact the customer back The customer understood
On May 16, 2016, the customer contacted Expedia, advising wanting to change the datesOur agent contacted the airline, they advised the flight option Our agent advised the customer and agreed to the flight option and our agent processed the exchange with no fee, due to the airline schedule change.
On May 28, 2016, the customer contacted Expedia, advising of the refund for the hotelOur agent contacted the hotel; they advised would authorize the refund for one night onlyOur agent advised the customer and understood and agreed
In reviewing *** ***’s account, the outbound flight was used and the return flight is active and confirmed for travel on June 2, On June 1, 2016, we contacted the customer; however the customer was not available
Based on the airline policy, the ticket is nonrefundable The change fee is $per person, plus any fare difference Unless the airline has an airline schedule change, the customer is responsible for the change fee and fare difference
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

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

June 24, 2015Revdex.comAlaska, Oregon & Western WashingtonCompliant 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 his 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 vacation package. We understand the customer is stating a duplicate charge was billed to his credit card for the airfare along with a charge for a car rental that was not used. On June 8, 2015, we attempted to contact *** ** *** at the contact numbers provided in the Revdex.com complaint; the calls were answered by a third-party who stated no affiliation with the customer. Our records indicate on February 18, 2015, the customer or an authorized user in the account self-booked a vacation package for travel on February 25, 2015, with *** ***, for one traveler from Newark, NJ to Houston, TX with a connection in San Jose, Costa Rica ($627.93) in itinerary number ***. Included in the vacation package is a car rental reservations with *** scheduled for piat the car rental counter in the Houston Airport ($297.78) on February 25, 2015; and a Complimentary Costa Rica Mini Guide activity which included an Exclusive San Jose Introduction Art/Jewelry Studio Tour. Additionally, international car rental insurance ($66.00) was added to the booking for a total cost of $ The vacation package was booked under the invalid email address of ***@hotamil.com. As the email address provided by the customer was incorrect, the courtesy confirmation email sent to confirm the booking was not received. In addition, we can also confirm on February 19, 2015, the customer or an authorized user in the account self-booked a second reservation with standalone flights. Travel was to begin on February 25, 2015, from Newark, NJ to San Jose, Costa Rica with a connection in Charlotte, NC with ** ***. Return travel was booked for March 2, 2015, with a connection in Miami, FL. The email address used to book the second reservation was ***@hotmail.com, in itinerary ***. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and subject to the rules and restrictions of those providers. Should any one of our customers encounter a problem with the reservation, we encourage the customer to contact us immediately so that the appropriate resolution can be reached. Our records do not reflect that Mr*** contacted us prior to receiving this complaint. We can confirm that the customer did contact us to determine whether the reservation he booked online under the email address ***@hotmail.com was confirmed. We were unable to locate any active reservation associated with the provided email information. Due to account security purposes, email address is a key element in retrieving any reservation booked on the Expedia website since it is directly linked to the reservation informationWhile we were unable to locate the reservation, the customer is recommended to verify with the credit card company directly whether any charges have been billed before attempting to rebook At this time, the airline has marked the customer as a “no-show” which changed the value of the airline ticket to a lost value. Airline rules state if the ticket is not canceled prior to departure, no value will remain and a refund is not authorized. We were able to process a cancellation for the car rental without a penalty; therefore, Mr*** will receive a refund in the amount of $297.78. The time that it takes for the refund to update in the customer’s account depends on how quickly the credit card company takes to process these requests. The car rental insurance is no longer refundable, and the Costa Rica Mini Guide was complimentary. We are unable to approve Mr*** request for a refund. We thank you for allowing us 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,Millicent F*Tier Customer Service

Complaint: ***I am rejecting this response because
I inquired about a price of transferring the tickets and I said that I can't afford to pay an additional $and I purchase travel protectionso really what does the protection covers? which is a credit and even though I said that I will contact my creditor does not mean that I was still going on the tripthat was a very mean thing to do ExpediaI cancelled the hotel, Airfare and transportThis is not resolved
Sincerely,*** ***

August 28,
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
%

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

June 13, 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

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,*** ***

Complaint: ***I am rejecting this response because: I have not been contacted by Expedia to discuss the concern since filing this complaint but I did call customer service multiple times and no one has acknowledged that Expedia made an error sending me the message my credit card was initially declined and then later charged. The incident happened almost one month ago and despite multiple attempts to resolve it directly I have now had to ask my credit card company to challenge the charges from their end. It is unclear to me why it should take so long to resolve the issue and especially since I have faithfully used Expedia services for the past years and have several pending trips booked through Expedia even now. It's hard to accept being put off yet again when Expedia hasn't even tried to call or email me about the issue and when I try to send feedback on line the page is shut down.
Sincerely,*** ***

March 17, 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 case number ***) regarding an Expedia reservationOur records indicate on February 5, 2016, the customer self-booked a flight reservation using the Expeida.com websiteWe understand from the complaint the customer is requesting his reservation be moved into another accountUpon receipt of the Revdex.com submission, we realize the reservation dates have passedWe apologize for any inconvenience that may have occurredThe email *** was entered by Mr*** to book the reservationOnce a reservation is booked and confirmed, Expedia is unable to move the reservation from one account to another, the system just does not allow itAgain, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S*** Tier Customer Service

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 3,
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 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 *** *** is requesting Expedia honor the price the customer seen online On April 7, 2016, we received receipt of the Revdex.com complaint
Our records reflect on April 7, 2016, the customer self-booked a hotel reservation, using Expedia.com. The hotel was at The Westin Jersey City Newport, chedate April 14, 2016, check-out date April 17, 2016. The customer is stating while booking the hotel stay, the price seen online was $per night; however once the booking was completed, the price change without advising the customer to $per night
Upon further researching this matter, we can confirm on April 7, 2016, the customer contacted Expedia, advising the price of their hotel changed from $per night to $per night after the customer completed the booking Our agent advised the customer the reservation was nonrefundable and they would need to contact the hotel to request the cancelation and refund. The customer declined and requested to file a complaint; however while waiting to issue the complaint the customer call was dropped.
As Expedia works from a live inventory, prices and or availability will fluctuate. The reservation is not confirmed, until it is bookedExpedia 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 As 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 purchasing Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution
As a one-time courtesy, Expedia will add a $coupon onto the customer’s account for a future hotel booking. The coupon is valid for year from the date of issue May 3, 2016. The customer can read the terms and conditions for the coupon on the customer’s account
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

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, *** ***