Expedia Inc

Complaint: ***
I am rejecting this response because: I got the flight information from my bank statement that just hitAs far as the hotel, it works out to be almost $a night, far more than I would have EVER paid for a roomI saw the price at $a night when I clicked to book and not once did I ever see a breakdown of any chargesI would have pdf ed each page showing that informationEven at 12-14% room tax a night it wouldn't have cost that much but yet you still can't give me an itemized breakdown of chargesAgain, if I can't get my basic information I asked for, I'll be more than happy to let my boss, who happens to be my attorney take a look at thisI will never go through Marriott, Vacations by Marriott, or Expedia ever again.
Sincerely,
*** ***

Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: 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 refund request. We understand the customer was to have received a refund from the *** *** in the amount of $and the refund has not been received. On December 2, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint. Our records indicate that our earlier response to the Revdex.com, and Ms***, provided the information that the *** *** had agreed to process a refund in the amount of $to the customer for resort fees that were not noted in the information they had posted on Expedia.com. Expedia regrets that the hotel did not provide the promised refund and as a good will gesture, on December 2, Expedia has processed a refund in the amount of $back to the customer’s original form of payment. The amount of time it takes for the credit to be available in her account depends upon how quickly her 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

April 24,
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 February 13, 2017, Mr*** booked two roundtrip flights from New York, New York to Tokyo, Japan for travel April 5, 2017, through April 13, 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 representative
We understand from Mr***’ complaint that he contacted our office weeks before his scheduled flight to confirm that he had booked premium economy seatsMr*** states that he was issued regular economy seatsHe called Expedia and although he was placed on hold for quite some time, but the supervisor that he spoke to was unable to assist himHe says the same occurred on his return flight
We would like to apologize for the inconvenience that Mr*** may have experiencedIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr*** feels Expedia has done soAccording to our records, we contacted the United Airlines and were informed that the class of service that was booked by Mr*** was “W” which according to United Airlines is considered economy classWe apologized for any inconvenience and issued a $travel coupon for future use
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

February 3, 2016Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case *-***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from *** *** (Revdex.com ID number ***) regarding a canceled flight reservationWe understand the customer is requesting compensation due to canceled return flights. Our records reflect that on June 1, 2015, the customer self-booked a roundtrip flight reservation for *** *** Expedia.comThe flights were operated by Air China and were scheduled to depart on September 7, 2015, from Shenyang, China to San Francisco, CA returning on February 5, The customer is stating Expedia failed to notify her of the return flight cancellation.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 friendlyHowever, 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 providersAir China 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, airline initiated schedule changes occurExpedia 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 customer’s flightsThese changes are not related to the type of ticket that you bought or the company that you bought fromAirlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.On August 14, 2015, Air China notified Expedia they had cancel the customers return flight that was scheduled to return on February 5, 2016, from San Francisco, CA to Shenyang, ChinaSubsequently, a call was made to made to Mrs*** advising that Air China made a significant change to the return flightExpedia continued to work with Air China on flights optionsSince we were unable to speak to the customer prior to travel, three emails were sent on September 24, 2015, September 2, 2015, and September 28, 2015, advising of the schedule change and advising Mrs*** that Air China made a significant change to her return flight and requested her to call customer service to discuss the changes and review possible flight optionsThe customer did contact Expedia until October 1, 2015, requesting to make a change to the flight reservationAt this time, we were informed by Air China the reservation had been cancelled.Upon further research, we can confirm as of January 22, 2016, this matter has been resolvedAir China verified the airline had cancelled the return flight and has provided authorization to refund the customer for the unused segmentsExpedia has submitted a refund request to Air China in the amount of $452.00, which is the remaining value of the ticketThe time it takes the refund to post to the customer’s account depends on the time it takes the airline and the credit card company to process refundsWe regret any inconvenience the customer has encountered regarding this matterAs the cancellation was related to an airline schedule change, Expedia is unable to honor the customer’s request for any further compensation. We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J***Tier Customer Service

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

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,
*** ***

Complaint: ***I am rejecting this response because: I am replying to the messageMy account is under *** and the itinerary #***I have also attached my bank statement showing where they charged me two times totaling 316.68.Sincerely,*** ***

Complaint: ***I am rejecting this response because: I can not accept the refund value because I paid $for repurchase return ticket from SFO - SHEPlease refund at least $to cover my lossThank you.Sincerely,*** ***

May 30, 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

July 30,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-***
Dear Revdex.com,
Expedia is responding to the consumer complaint for Mr*** *** *** (Revdex.com case number ***) regarding a package reservationWe have attached the response provided by the airline in regards to the customer’s refund request
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 22,
Complaint Department -Expedia
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 the opportunity to further clarity 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 roundtrip flights from Houston, TXto Barranquilla, ColombiaWe understand from Mr***’s complaint that he is requesting a refund for his canceled flights due to several flight schedule changes initiated by LATAM Airlines
We have further reviewed Mr***’s complaint and after giving the matter our full attention we continue to stand by our previous response wherein we advised that Expedia is unable to honor Mr***’s request of a full refundGiven the nature of the customer's complaint it is our recommendation that this matter be addressed directly with LATAM Airlines
Following each flight schedule change initiated by the airlines, we notified Mr*** via phone or email regarding his flight changesWe provided alternative flight options offered by LATAM AirlinesWe have explained to Mr*** that Expedia has no control or authority over an airlines and cannot initiate a flight schedule changeExpedia has no control over when, or how often, airline initiated schedule changes occur
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 providersLATAM 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 itineraryMeaning, the airline tickets were charged directly by LATAM Airlines, not ExpediaAs previously advised, the airline charges are shown on Mr***’s bank statement
Please be advised that the carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of ExpediaExpedia is 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 fromExpedia has 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.We have explained to Mr***’s that his tickets were reissued by LATAM AirlinesBased on the above, we are unable to offer a refund or compensation for this matterOnce again we encourage Mr*** to contact LATAM Airlines directly and provide confirmation code *** to submit a claim for a refund (Refunds are not guaranteed and are subject to the airlines’ approval)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,
Tammie M***
Corporate Customer Service

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our 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 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 ***, and find that this resolution is satisfactory to meSincerely, *** ***i

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
As previously advised, on June 1, 2016, the customer wanted to add new travel protection for the new changed dates. We advised the customer we could change the dates; however Expedia could not add the new travel protectionWe did advised the customer that he could check online for a different third party insuranceThe customer decided not to change her flight with Expedia
The lower prices the customer had seen on our site are considered for new bookings only and would have not received those prices
Since the customer exchanged her tickets directly with the airline, Expedia no longer has control of the ticketsExpedia cannot honor the request for the refund for the total add collect the customer was charged directly by the airline
In reviewing the travel protection plan, the customer does not qualify for a refund as it states the following:
Pre-Departure Trip Cancellation
We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Expedia, Inc., if you are prevented from taking your Covered Trip due to your, an Immediate Family Member's, Traveling Companion's, or Business Partner's Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip
The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip
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

Complaint: ***I am rejecting this response because:
The product that Expedia facilitated my purchase of was fraudulent This is called "Bait and Switch" I bought an expensive product through Expedia, then it was switched for an inferior product at the same price I dont' accept the claim of Expedia that the deal was with ***, not Expedia> Perhaps Expedia routed my credit card payment to the *** computer, but ALL of my communication and transaction has beenwith Expedia From the cutomer's viewpoint, Expedia is the vendor
Because of their unwillingess to assist their customers in problems with the products bought through them, it appears that I will have to cease from future transactions with them, and inform others about their lack of committment to value and to customer satisfaction
Sincerely,*** ***

August 30,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** ***As stated in our initial response, we confirmed that reservations were canceled by the Ocean Riviera Paradise Daisy Family Club on July 6, On Expedia.com there are two types of hotels: those for which the customer pays Expedia directly, and those for which the customer pays the hotel directlyThe bookings in question were to be paid to the hotel directly
Upon review of the emails that we requested from Mr***, we understood that the hotel canceled the bookings and requested that Mr*** use a different form of paymentThe property has not communicated with Expedia on the reason for the cancellation or the issue that they had with the customer’s form of payment
On Expedia.com, there are two types of hotels: those for which the customer pays Expedia directly, and those for which the customer pays the hotel directlyThis particular booking was one in which the property collected the funds
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotelsWhen you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendorThe vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override those policies
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:
I can see on United's website the reservation confirmed for passenger *** *** ** *** ***, locator ***, but when I request a receipt, I receive tickets being used for one reservation
The new reservation above should use only one unused ticket number *** $exp7/22/
I still have another ticket to use that should not be included in the new reservation above, ticket *** $exp2/18/
Please see attachment for receipts (tickets) from United for reservation(locator ***)Sincerely,*** ** *** ***

*** Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the
comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from *** * *** (Revdex.com case number ***) regarding their reservations
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website
Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Tier Customer Service

Complaint: ***I am rejecting this response because:
The statement submitted by the Expedia rep is in error Please see attachment to verify that during booking, the Expedia website stated the charges for checked and carbags for the Spirit flight with no such disclaimer It specifically stated "No fee" for Carry on.
Sincerely,*** ***

February 4,
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 Simon *** (Revdex.com case number ***) regarding a package reservation. We understand Mr*** is requesting a refund On February 3, 2016, we contacted Mr*** to acknowledge receipt of the Revdex.com complaint, however he was not available
Our records reflect on May 21, 2015, the customer self-book a package reservation using Expedia.com website, for two travelers. Travel was on United, departing September 24, 2015, from ***, *** to ***, ***; returning on September 27, 2015, from ***, *** to ***, ***Car reservation was with Hertz Rental car, picking up in ***, *** airport on September 24, 2015, and dropping off on September 27, 2015. The customer is stating tried to contact Expedia to rebook the flight using the credit, but was not able to speak to an agent
Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors Each airline has its own specific set of policies and procedures as does each ticket purchased United 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)Based on the fare rules, the tickets were non-refundable and a change fee of $per ticket would be charged, along with any difference in fare.
In reviewing Mr*** account, we can confirm the reservation was cancelled on September 24, Based on the fare rules of the tickets, the customer has retained a flight credit in the amount of The flight credit is valid from one year of the original issue date of May 21, Once Mr*** is ready to rebook, he must contact our Customer Service Department at 1-800-EXPEDIA (1-800-397-3342)Our agents are available hours a day, seven days a week. The customer should reference Case #***
Expedia’s goal is to provide not only excellent customer service, but an excellent customer experienceMr*** stated when he tried contacting us, the calls were disconnectedWhile we have no records of his call to rebook the flight, we will forward his comments to the appropriate department to review further
Despite his recent experience, we do value Mr*** businessAgain, while we are unable to honor a refund request, the customer has use of a flight credit to rebook flightsIn addition contacted Hertz Rental Car and was advised the car was canceledThe customer was not chargedAs a result, Expedia has process a refund for the car rental only, in the amount of $154.59, back to the customer original form of payment
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