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 meI would like Expedia to let me know when they would call me regarding the resolution as wellSincerely, *** ***

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,*** ***

Complaint: ***I am rejecting this response because: I dont need a refund for the way they treated me poorly, and had no care about my time on the phoneThe fact that they consider this "a closed matter and will not address it anymore" just reiterates how poorly they handle the clienteleThey dont know how to handle clients, it a huge business issue that needs resolved for themBusinesses should never be allowed to treat paying customers with disrespect and disregard for their timeIt is un moral and un ethical. Sincerely,*** ***

Revdex.com:They actually refunded me the moneyThe claim that I only had hours to submit the claim is incorrect since as a Expedia Rewards Member I can claim a refund until the day prior to check inHowever since the complaint was already resolved by ExpediaI would not continue to pursue it.Sincerely, *** ***

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

Complaint: ***
I am rejecting this response because:the booking should be under my wife’s name and email:*** *** ***
Sincerely,
*** ***

November 28,
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our
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 pending authorization’s. We understand Mr*** is requesting Expedia to release the pending authorizationsOn November 24, 2016, we received receipt of the Revdex.com complaint
Our records reflect on November 23, 2016, the customer sent an email to Expedia advising they attempted to self-book a package reservationThe customer advised their credit card was declined; however the customer is seeing multiple charges on their credit card
Expedia replied to the customer advising the amounts on the customer’s billing statement are credit authorization’s and not charges toward the credit card to determine if the card is valid
Expedia advised the customer that the pending authorization is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from Expedia
In reviewing the customer’s account the customer was not charged for any reservation
Expedia has no control over the timeframe for the pending authorization to show as released on the customer’s credit card or bank account
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 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

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, *** ***

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

July 26,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia, Incis responding to the consumer complaint from *** * *** (Revdex.com case number ***) regarding a hotel reservation complaint
Our records reflect on May 22, the customer contacted an Expedia.com agent for an assisted booking. Itinerary # *** was created with a stay at the Embasy Hotel in San Francisco, California to check in July 5, and checking out July 10, 2016. The customer’s complaint is in regards to issues she experienced at the hotel and also the parking fees assessed by the hotel. She is asking for a refund due to the problems mentioned
We are sorry to learn about Ms*** experience with the Embassy Hotel As you may know, Expedia.com acts only as a third-party booking intermediary for hotel providersIf one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage them to contact us from the hotel if the accommodations are not satisfactory, upon arrivalThis enables us to attempt to find a resolution at that time
As Expedia was not contacted during travel, we were unable to assist the customer with solutions or alternate accommodations when she encountered issues
The itinerary emailed to the customer immediately upon completion of the booking did provide the following information on the hotel fees:
Fees
The following fees and deposits are charged by the property at time of service, check-in, or check-out
•Airport shuttle fee: USD per person (one way)
•Airport shuttle fee per child: USD (one-way), (from to years old)
•Valet parking fee: USD per night
Although the parking fees were provided on the customer’s itinerary, on July 6, Expedia did provide a courtesy refund in the amount of $back to the customer’s original form of payment, to compensate for the parking fees she was charged by the hotel.
In addition to parking fees, Expedia provided the customer with a $Expedia Travel Coupon, however, Expedia’s Terms of Use for our website and agent services, provided on our website, does advise the customer with regard to our liability limits for information provided by the vendors for their properties and amenities.
A link to the full published Terms of Use is provided below, along with a partial excerpt:
TERMS of USE for Expedia
http://www.expedia.com/p/info-other/legal.htm
This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement")Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in courtYou should also read our Privacy Policy, which also governs your use of the WebsiteBy accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall applyIf you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents
LIABILITY DISCLAIMER
The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errorsIn particular, the Expedia Companies and Expedia Affiliates do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.)In addition, Expedia, Incexpressly reserves the right to correct any pricing errors on our Website and/or pending reservations made under an incorrect priceIn such event, if available, we will offer you the opportunity to keep your pending reservation at the correct price or we will cancel your reservation without penalty
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
Although it is never our desire for our customer’s to be inconvenienced; as Expedia was not contacted from the hotel to assist in advocating for the customer, we provide our liability limits information on our website, and we have given the customer a partial refund and a travel coupon, Expedia can offer no further compensation regarding this matter.
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

May 23,
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 case
Sincerely,
Tier Customer Service

Date: August 10, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for your response. We have reviewed the documentation/new information *** *** provided to further address his/her concernsWe have reviewed the screen shot provided and while we understand your concerns the screen shot is only showing the introductory prices as offered by our suppliers, rates and availability are not guaranteed until the reservation is completed at the websiteExpedia.com strives to offer the most competitive prices to our customers with largest base of inventory available onlineExpedia.com is visited by millions of customers each day, who view and purchase our inventory thus making hotel pricing as well as availability change consistentlyThe Expedia.com website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can changeThe change can occur at any time during the booking process As per our previous investigation the final price was presented on the summary page prior to entering the credit card details and accepted by the consumer; as such no refunds will be offered or given in this matterWe thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Kiki R*** Tier Customer Service

February 16, 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 *** *** (Revdex.com case number ***) regarding a flight reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe 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 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*** Corporate Customer Service

November 26,
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
The information provided in the complaint we received was not linked to an account or an itineraryAt this time we are requesting Mr*** please provide an itinerary number and the email address associated to the customer’s accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J
Tier Customer Service

Complaint: ***
I am rejecting this response because:It was already established that Expedia was the company that charged the credit card and received the payment.I included the American Express documents in my previous rebuttal.I was awarded the refund, as per your response:"On March 13, 2017, Expedia contacted ** ** *** Airlines; they authorize Expedia to submit the refund requestThe airline will issue the refund back on to the customer’s original form of paymentThe refund timeframe is up to 8-weeks; which is a standard for all airlines."The only problem was that I did not receive the refund** ** Airlines claimed that my CC was cancelled, which was trueBut American Express claimed that the refund should have been transferred to the new cardI am willing to contact Amex again to see if they can look again for the refund authorizationBut I believe the onus is on Expedia still, since they charged me and received my money
Sincerely,
*** ***

May 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 customer. We
appreciate the Revdex.com allowing us 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 case number ***) regarding a flight reservation. We understand Mr*** is requesting that Expedia change the flightOn May 1, 2017, we received receipt of the Revdex.com complaint
Our records reflect on April 20, 2017, the customer self-booked a package reservation for *** ***, *** *** and *** ***Travel is on JetBlue Airlines, departing September 24, 2017, from New York to Cancun, Mexico; and returning on September 30, 2017, from Cancun, Mexico to New YorkThe package includes a hotel stay at the Fiesta Americana Condes Cancun All Inclusive and includes a roundtrip shuttle in Cancun, Mexico, via itinerary number ***The customer is stating they contacted Expedia to change the flight; however Expedia will not change the flight
Upon further researching this matter, we can confirm on April 30, 2017, the customer contacted Expedia to change the routing from Cancun, Mexico to Orlando, FloridaThe hotel and shuttle were canceled per the customer’s request as it was outside the cancellation policy and was refunded back on to the original form of payment
In reviewing the airline policy, the tickets are nonrefundable and no changes are allowed due to the fare type that the customer purchased
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 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 itinerary and not ExpediaWe must adhere to the airline’s policies
The flight is active for travel for September 24, 2017; if the customer does not use the tickets the airline will consider them as a lost value
We hope the customer understands Expedia cannot honor the request to change or refund for the flight reservation
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service

June 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case ***
Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms***We regret to hear she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Ms*** *** (Revdex.com ID number ***) regarding a package reservationAs previously stated, Expedia.com serves as a third party intermediary for travel providersWe are unable to control unforeseen events such as delays or equipment malfunctions that may occur at the time of travel and suggest you contact Expedia so we may assistI’ve personally checked your account for any possible complaints received from anyone regarding this itinerary, and none are shownI’ve also verified access to your itinerary after the booking was made, either from agents or you and I have found no proof of accessI contacted the hotel directly and they have confirmed that if a customer agrees to a timeshare presentation, the timeshare associate can provide tickets for the Tropical Saona Tour at no costIt is completely up to the customer to agree or decline the presentation, and in no way a secondary stepIf the customer does not have a voucher for a booking made on a website they are asked to contact the agencyThat being said, in the event that you contacted Expedia and were disconnected, and also for the time spent dealing with the timeshare presentation, the hotel staff, and the issue due to the tour voucher information, Expedia is willing to provide a future hotel coupon in the amount of $100.00USD on top of the $95.00USD refund that was made on June 1st, The coupon is available immediately and will appear in the booking path for your next qualified reservation from your Expedia account, and it is valid until one year from the date of this letterYou may also use the coupon when booking over the phone with Expedia customer supportWe 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 usSincerely, Daniel A*** Tier Customer Service

Complaint: ***
I am rejecting this response because:becoz I did talk to the airlines and they said there is no way we charge for the cancellation in most cases if the flight cancel within hours we don't charge but even if we do charge it's no way near So it's Expedia who is charging and this is how scamming people I have read the reviews about Expedia and they are all negative reviews about this company .
Sincerely,
*** ***

February 02,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr*** ***. We regret to hear Mr*** did not accept our response and/or resolution offered
As previously advised, 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 screenWhile Mr*** screenshot captures only one page of the booking, it does state to continueOn the final page of the booking, it provides a full disclosure of the terms and conditions of each component of the reservationThere is also a box that clearly displays the 24-hour cancellation relates to flights only
Despite Mr***’s recent experience, we do value his businessHis comments regarding our disclosure of information on the website will be forward to the appropriate department for review
We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Delia K***
Tier Customer Service