Expedia Inc

October 12,
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 September 13, 2017, *** *** booked a one-night stay at Grecotel Pallas Athena from October 4, 2017, through October 5, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representativeThe following cancellation policy would have been provided at the time of booking:
Cancellation and Change Policy: Non-Refundable
The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded
We understand from *** *** that she booked this reservation on her way to the airport and soon discovered that the wrong dates were bookedShe states that she contacted our office and was informed that there would be no problem issuing a refund for this booking, but we needed to speak to the hotel manager firstAccording to *** ***, when she arrived, she received an email stating that she would not receive a refund and was forced to book another hotel reservation*** *** stated that she has since disputed the charge with American ExpressShe is requesting a refund of $for the hotel and compensation for the calls that she made to address this matterShe also expressed dissatisfaction with the level of customer service that she received
We would like to apologize for the customer service issues that *** *** experienced with our customer service representativesIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that *** *** feels we have done soWe contacted the Grecotel Pallas on *** ***’ behalf on and requested that they refund her bookingRegrettably, they were unwilling to make an exception to their cancellation policyOn September 13, 2017, we emailed *** *** informing her that the request had been denied but, they hotel offered to change the dates of the reservation to accommodate herShe responded that it was our website that malfunctioned and caused this errorShe advised that she would dispute the charges with her credit card companyWhen a customer files a dispute with their credit card company, we are unable to continue with our research until we have the results of that disputeOnce the matter has been resolved with American Express we can proceedPlease instruct *** *** to provide this information at her convenience
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:
I was never given an "Itinerary Number" over the phone when booking my reservation My expedia account is under the email "***@yahoo.com" and I have attached the excerpt from my credit card statement showing the charge for a room that was never booked for me
Sincerely,*** ***

March 2,
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms*** is requesting a refundOn February 23, 2017, we received receipt of the Revdex.com complaint
Our records reflect September 12, 2016; the customer self-booked a combinable one-way flight reservationTravel was on ** ** *** Airlines, departing September 18, 2016, from Tel Aviv, Israel to Preveza, Greece; and returning on October 2, 2016, from Preveza, Greece to Tel Aviv, Israel with *** Airlines operated by Olympic Air, via itinerary number ***The customer is stating they missed the outbound flight due to airport trafficThe customer is stating she requested the refund; however has not received the refund
Upon further researching this matter, we can confirm on September 18, 2016, the customer contacted Expedia advising she missed the flight due to airport trafficThe customer advised that she already purchased a new ticket and requested the refund for the original outbound flight
Expedia contacted the airline; they advised that the customer was marked as a no show and that the ticket has no valueThe airline would not authorize the refund
In reviewing the customer’s account the return flight shows as used
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 providersPlease note that a combinable one-way fare ticket is a roundtrip itinerary made up of two one-way flights, each with its own fare rules related to the ticket, including cancellation and refund policiesThis information, and the fare rules associated with your outbound and return flights, was displayed to customer at the time of booking
We hope the customer understands ** ** *** Airlines and *** 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
Expedia cannot honor the request for the refund
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service

Date Sent: 11/14/4:08:PM Complaint: ***I am rejecting this response because: AGAIN, American Airlines stated to me that the $penalty fee is up to Expedia if the agent wants to return that money to me That American Airlines cannot!!! Perhaps we should have a way call with the carrier Stop passing the buck It seems to me you don't give a *Word Rejected* about what you have put me through The considerable time I spent wasted with your group You have no consideration that $is minimal to what you will owe me for the mental anguish your entire company has put me through Obviously this is going to claims court and I am filing a complaint with the DOT and AG as well You are dense and you just don't care about customers at all! *** ***

Complaint: ***
I am rejecting this response because: I contacted them the day after my reservation was made via phone and never received a call back and am still waiting to date. I also clicked on the the option to cancel online and it said I had to call. If they are unable to refund me, I would at least like to switch my flight time to the earliest flight out on 11/19, which is at approximately 8am. Of course with the price either remaining the same, or then honoring the price decrease. I did receive an email(attached) where they said I could get a credit back if the hotel price goes down. It has gone down. Also, regardless of how busy they are and the storms they are dealing with, I do not think it takes over weeks to receive a response. No one has ever returned my phone call and the email was also very vague, with little direction. Seeing as they are aware that the hotel price has decreased, they should have been proactive and followed through with a credit, rather than responding and telling me to contact them again
Sincerely,
*** ***

Complaint DepartmentRe: 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 *** *** is requesting a refund On September 25, 2016, we received receipt of the Revdex.com complaint.Our records reflect on June 7, 2016, the customer self-booked a one-way flight reservation for *** * ***, *** ***, *** *** *** *** *** * *** *** *** ***Travel was on Air Canada, departing September 5, 2016, from Vancouver, British Columbia to Detroit, MichiganThe customer is stating they contacted Expedia to cancel one traveler from the flight; however all the travelers were canceled. Upon further researching this matter, we can confirm on August 24, 2016, the customer contacted Expedia to cancel the flight. In reviewing the customer’s account, the customer’s original flight was canceledThe tickets were refundable; however only on the taxes and feesThe customer was refunded by Air Canada in the amount of $159.80. Expedia was unable to locate the call recording for the call on August 24, Expedia will process the refund for the new flight that the customer booked directly with the airline, in the amount of $1,725.60USD. No further refunds or compensation will be issued by Expedia, as the customer did use the flightWe regret any inconvenience that this may have caused and would like to assure you that your business in important to us. Since we will issue the refund for the new flightExpedia considers this matter as closed and will no longer address this matter any further.We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely,Delia K***Tier Customer Service

September 13,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia 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 credit. We understand Ms*** is requesting that Expedia honor the flight credit On September 9, 2016, we received receipt of the Revdex.com complaint
Our records reflect on September 2, 2014, the customer self-booked a flight reservation for *** ***, Theodore *** and Alexander ***Travel was on United Airlines, departing December 17, 2014, from San Diego, California to Munich, Germany; returning from Munich, Germany to San Diego, CaliforniaItinerary Number: ***The customer is stating they were advised by Expedia that they would have a flight credit and that it would not expireThe customer is stating they would be able to use the flight credit for any airline and the customer was advised by Expedia on a previous Revdex.com case
Upon further researching this matter, we can confirm on July 25, 2015, the customer contacted Expedia, wanting to use the flight creditThe customer stated that they were advised by Expedia that the flight credit could be used for any airlineExpedia advised the customer to contact United Airlines
Expedia is requesting that the customer provide the copy of the original Revdex.com letter and case number for us to review. The customer can send the information via the Revdex.com link
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Tier Customer Service

Complaint: ***I am rejecting this response because:Sincerely,*** *** This company is a fraud saying that I hung up before they came back on the phone come onI was on hold more then once in at -2 hours at a timeThis company needs to be investigated on top of that the attach the sent has someone else name on it who is *** I sent t6he attach that they sent a request for the date to be changeThis all their supervisors managers verified that I would be okay and the dates where going to be corr4ect all the way until I arrived I called on my way there and they said everything was finePULL THE TAPES I bet you not going to do that there will be all the proof neededThis company is a fraud and all employees can not speak English. As far as my deposit go my bank took care of that Fraudulence deals they have going making promises that they can not keep to cust6omers

February 28,
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal and additional information from our client, Ms*** ***
We have further researched Ms***’ complaint (Revdex.com case number ***) regarding a flight change fee of $that was placed by Interjet Airlines on her credit card on December 12, 2017, which they did not honor when the customer arrived for their return flight.
On February 28, we spoke with Interjet Airlines and they advised that while they did collect the change fee, it was inadvertently entered incorrectly in the flight system so they then could not see the fee connected to the customers tickets and charged the customer again when they arrived at the airport. Although we advocated with Interjet to refund one of the charges, Interjet Airlines would not agree to refund the customer for this duplicate charge.
On February 28, Expedia has processed a courtesy credit in the amount of $back to the customer’s original form of payment. The time it takes for the credit to be available in her account depends upon how quickly her bank processes refunds.
We apologize to the customer for the inconvenience this situation has causedThank you for allowing us to address this matter further.
If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Roseanne G***
Tier Corporate Communications

Complaint: ***I am rejecting this response because: It has been Expedia's dirty tricks pretending not having my email address and transaction numbers to cheat the money without providing services Please refund the full amount or I'll take its CEO to court.Sincerely,*** ***

April 28, 2015 Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer. We appreciate the
Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding hotel reservationsWe understand the customer is a refund for their hotel reservationsOur records indicate on April 16, 2015, the customer booked a hotel reservation; itinerary ***, using our self-service tool on the Expedia.com websiteHotel accommodations were at the *** *** Palo Alto, checking in May 15, 2015, for one nightOn April 16, 2015, the customer contacted Expedia to inquire about changing the date of their hotel booking as the customer stated there was an error with the website during the booking processAt that time the assisting representative reviewed the online booking session, which showed the customer had selected and agreed to the dates currently listed on the itineraryExpedia attempted to advocate on the behalf of the customer with hotel, however, at that time the hotel declined to waive the penalties associated with the reservation. On April 28, 2015, Expedia contacted the hotel front desk manager, who advised as a one-time courtesy they will allow the customer to cancel and rebook their hotel reservations without penaltyWe attempted to contact the customer regarding cancelling their reservations, however, we were unable to reach the customer using the contact information provided in the customer’s complaintThe customer may contact our Customer Service Department at *** if they would like to proceed with the cancellationOur agents are available hours a day, seven days a week. 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,*** ***Tier Customer Service

Complaint: ***I am rejecting this response because: I replied back to the second response and I have not heard anything back Recently when I tried to rebooked another flight using my credit, I was ask to pay $up front then Expedia will refund the money backThis is so inconvient and not what the plan states In another word the travel plan protection doesn't spell everything out as it should They make it easy and it sound so good to be true
I will never buy the plan again or recomend it to anyone
I am still looking to get my refund becasue it was advertisement
Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like Expedia to let me know when they would call me regarding the resolution as wellSincerely, *** ***

Revdex.com:I have reviewed theSincerely, *** ***

July 27,
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 his hotel 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 case
Expedia is awaiting response from the *** ***, New York, NY who required we submit a request for refund approval in writing. We will be contacting Mr*** as soon as we have worked through this issue with the hotel and have a resolution to provide to him
Sincerely,
Agent Name
Tier Customer Service

Complaint Department
Re: Expedia Case #: O-***
Dear Revdex.com,
Thank you for your responseWe have reviewed the documentation/new information provided to further address *** *** concerns
As previously advised, on February 23, 2017, the customer self-booked the hotel reservationExpedia was able to review the customer’s booking session that was made on February 1, During the booking and checkout path on our website, it was disclosed that the dates for February 26, 2017, February 27, 2017, February 28, and March 1, were nonrefundableFor cancellation or changes made after 11:59am local hotel time on February 25, 2017, the hotel would impose a night room and tax fee
The customer contacted Expedia on February 2, 2017; to cancel both rooms Expedia processed the refund for the last night of March 2, 2017, in the amount of $for each room per the hotel cancellation policy
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
Since the customer was already refunded for the date that was refundable Expedia cannot honor the request for any further refunds
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***
Corporate Customer Service

Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** ***. We regret to hear Mr*** did not accept our response and/or resolution offered
On March 24, 2017, the customer contacted Expedia requesting compensationExpedia offered to change the room type from a *** *** to a *** Partial Ocean View doubleExpedia advised the customer they would be charged $226.04; however Expedia would refund $The customer agreed
In reviewing the account the room type was changed and the customer was refunded
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
*** Airlines is 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
Furthermore, when finalizing the reservation with Expedia.com, the customer agreed to the rules and restrictions for the airline and the Expedia’s Terms of UseThe Expedia Terms of Use explicitly state as follows:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia PartnersThe Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority
Expedia considers this matter as closed and will no longer address this matter any further
We thank you for allowing us to address this matter further
Sincerely,
Delia K***
Corporate Customer Service

Complaint: ***I am rejecting this response because Actually not so much a reject- I am writing to provide information requested to confirm complaint See attached thank youSincerely,*** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

to Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mefor the refund of the 2nd day of $although I paid out of pocket $I will look forward for that credit $89.10 Thank youSincerely, *** ***

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 Ms*** is requesting a refund
Upon further research, we are unable to locate an Expedia account related to *** *** complaintWe respectfully request that Ms*** provide us with an email address that was used to book the reservation and the itinerary number and the ticket number(s)The requested information will enable us to appropriately address Ms*** concerns
If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Delia K***
Tier Customer Service