Expedia Inc

June 29, 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 hotel reservationOur records indicate on March 3, 2017, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations were at the Holiday Inn Express Saugus from June 20, 2017, to June 21, We understand from the complaint, the customer is requesting a refund due to upon arrival at the hotel the customer was given a different room typeExpedia.com acts only as a third party intermediary for hotelsIf one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us immediately which enables us to attempt to find a resolution at that timeHowever, the customer did not contact Expedia until June 28, In addition, Expedia does not own or operate any hotels, and we do not set any refund policiesThe Expedia representative contacted the hotel directly and the hotel agreed to refund the customer 30%On June 29, 2017, Expedia processed a refund in the amount of $back to the customer’s original form of paymentIn addition, we have provided the customer’s Expedia account with a $Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letterAll terms and conditions of the travel coupon applyWe 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

Complaint: ***I am rejecting this response because: as a "travel agency" Expedia should have insured that we were notified! To really expect us to miss days of our trip because of their mistake in notifying us in unacceptable Expedia is wrong and since this has happened to us we have seen that it is not an unusual circumstance for expediaWe are extremely update and unsatisfied and for expedia to not step up and take responsibility is not acceptable! We for sure will NEVER use expedia again and will let others know our experience! Sincerely,*** ***

May 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 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 April 14, we received the receipt of her Revdex.com complaint
Our records reflect on December 9, 2015, the customer self-booked a flight reservation for *** *** *** and *** *** ***, using Expedia.com. Travel was on SeaPort Airlines, departing February 19, 2016, from Portland, Oregon to Imperial, California; returning on March 1, 2016, from Imperial, California to Portland, Oregon. The customer is stating, was notified of an Airline Schedule Change and contacted ExpediaThe customer is stating, was advised the airline was no longer flying to Imperial, California. The customer could cancel the flight and process the refund. The customer is stating requested the refund; however has not received it
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 All Nippon Airways 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 January 15, 2016, Expedia received a notification from the airline advising of an airline schedule change Our agent contacted the airline, they advised no longer fly to Imperial, California. The airline offered to arrive in San Diego, California or cancel the flight and processed the refund to the customer. Our agent sent an email to the customer, advising to contact Expedia as soon as possible
On January 16, 2016, the customer contacted Expedia and requested to cancel the flight and process the refund. Our agent did cancel the flight and submitted the refund request to the airline
On February 15, 2016, the customer contacted Expedia, advising has not received the refund for the flight. Our agent advised timeframe from the airline is about 8-weeks No further action taken
We can confirm the customer contacted Expedia serval times, in regards to the refund status
In reviewing Ms***’s account, Expedia can confirm on January 16, 2016, we did submit the refund request to the airline. On April 13, 2016, we did submit the refund request to the airline again
On May 5, 2016, Expedia contacted the airline on the customer’s behalf, they advised the refund was done on April 13, 2016, in the amount of $per each ticket. The standard timeframe for the refund to reach the customer is about 8-weeks.
Expedia does regret any inconvenience that this has caused the customer and would like to assure you that your business is important to us. We hope the customer understands, Expedia cannot not expedite the refund timeframe and cannot honor the request for any compensation
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

November 8, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: 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 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 refund for a hotel reservation.Upon further research, we are unable to locate the Expedia.com itinerary related to Mr*** 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 her concerns.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,Hayden J***Corporate Customer Service

December 21, 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 Mrand Ms*** *** (Revdex.com ID number ***) regarding a flight reservationOur records indicate on April 13, 2016, the customer self-booked a non-refundable flight reservation using the Expedia.com websiteTravel was with AeroMexico AirlinesWe understand from the complaint, the customer is requesting a refundAs Expedia is an online travel website, we give the customer the capability to choose the dates, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedExpedia does not have the authority to override or to change airline policiesAt the time of booking, the customer agreed to the terms and conditions below: • Tickets are nonrefundable, nontransferable and name changes are not allowedAll schedule changes, delays and/or cancellations are initiated with the airlines, and Expedia has no control over themOur records indicate on June 13, 2016, the customer contacted Expedia requesting a refund due to flight delaysThe assisting representatives contacted the airline directly on behalf of the customerThe airline verified that the flight was delayed and the customer was offered a hotel stay and free food however the customer declinedIn addition the airline stated the customer may request a refund directly from the airlines at: [email protected] must abide by the airlines rules and regulations agreed to at the time of booking and as no error was caused by Expedia, no refund or compensation will be offered regarding this matterWe 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

May 11, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 refund request. We understand Mr*** is stating he has not received a refund claimed under our travel insurance protection. On May 7, 2015, we attempted to contact Mr*** to acknowledge receipt of his Revdex.com complaint but were unable to reach him. Our records indicate on August 30, 2014, Mr*** self-booked a vacation package on Expedia’s website under itinerary number ***, which included flights departing StLouis, MO to San Jose del Cabo, Mexico with *** *** on May 13, 2015, returning May 17, 2015, for the cost of $871.22; hotel reservations with *** *** *** Cancun for cheon September 16, and checking out on September 19, for the cost of $294.24; and a roundtrip airport-to-hotel shuttle transportation for $The customer also purchased the Expedia Cancellation-Only Waiver insurance protection for $The total cost of the booking was $1, Expedia serves as a third-party intermediary for travel providers such as hotels, car rental agencies and airlines, and subject to the rules and restrictions of those providers. The airline fare rules and hotel rules and restrictions provided at the time of the booking stated as follows: Fare Rules & RestrictionsPlease review the rules and restrictions listed belowFor itineraries that are built out of different routings and restrictions, the most restrictive regulation appliesWhen you purchase your ticket, you agree to these rules and restrictions.CHANGES BEFORE DEPARTURE CHARGE USD 200.00/CAD 200.00. Hotel Rules and RestrictionsThis reservation is non-refundable and cannot be cancelled or changed. Although Expedia does not charge a fee to change or cancel your booking, *** *** *** Cancun may still charge a fee in accordance with its own rules & regulations.•The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded.•No refunds will be issued for late cheor early check-out.•Stay extensions require a new reservation.•Prices and hotel availability are not guaranteed until full payment is received.If you would like to book multiple rooms, you must use a different name for each roomOtherwise, the duplicate reservation will be canceled by the hotel. On January 3, 2015, the customer contacted us for assistance with a flight exchange which we processed as requested. We calculated the difference the customer would need to pay in order to complete the request which included a $airline penalty per ticket for a total cost of $in fees. No further action was taken at this time. Between the dates of February 4, and March 23, 2015, we can confirm we were contacted by the customer regarding the travel insurance on several occasions to follon the refund requests which are processed in the order that they are received. On April 28, 2015, a refund was issued in the amount of $for the airline penalty. The time that it takes for the refund to post to the customer’s account depends on how quickly the credit card company processes refundsWe apologize for any inconvenience the customer encountered in resolving 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,*** ***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 Unfortunately I requested a refund on December 9th and had a terrible experience with Expedia customer service I was hung up on and spend hours on the phone with representatives trying to no issue a refund Finally on December at 1:in the morning after being on the phone for over hours they issued the refund I requested days prior Sincerely, *** ***

Complaint: ***
I am rejecting this response because I called Jan to Latam USA 1-866-435-and they could not located any information related to the code provided by expedia on the last messageNeither on the latam website can use that code to check the booking or flight status or anything related to the flight in dispute. So I have to call again to latam and speak to one of the representatives (Allison) who took almost min to locate the flight information in dispute, based on the dates and passenger informationShe basically told me:The tickets will expire next Feb 20, the anniversary, so if expedia does not refund my money, it will not be available anymoreShe TOLD ME latam DOES NOT HAVE MY MONEYEXPEDIA DOESThey (expedia) has an agreement or so with latam regarding the tickets they sell online and she could not explain the detail, but basically I asked her "Who has the tickets money" she answered: "expedia or the agency who sold you the tickets"What happened to this message, I had got after I paid in full for the tickets on Feb 20, 2017."Expedia.com To:***_***@yahoo.comFeb 20, at 7:AMThanks! Your reservation is booked and confirmedThere is no need to call us to reconfirm this reservation."-What is the honesty and respect I deserved from expedia after I use its services and put my hard working money in its bank? I WANT A FULL REFUND FOR THE ENTIRE AMOUNT OF THE TICKETS I PURCHASED AT EXPEDIA IN GOOD FAITH , BECAUSE EXPEDIA FAILED TO RENDER A SERVICE AND DID NOT FULFILL ITS PROMISE CONTRACT.
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and while this resolution is still not satisfactory to me because the issue is not resolved, I am responding to attach the requested documentIt's my discover statement that shows the two charges on 5/for each (total)If you look down the page, on 6/Discover credited the amounts in question because I disputed the charge -- but the charges from *** *** have not been droppedIf they are, I can get Discover to reverse the credit (which is temporary, but makes it so that I don't have to pay the erroneous charges from 5/29)Let me know if you have any questions! Sincerely, *** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Complaint: ***I am rejecting this response because:
Expedia keeps trying to blame the airline when the reality is that they sold a ticket that Frontier did not even offerExpedia put together two flights that were not supposed to be togetherI don't understand why they just keep blaming everyone elseThat is not a good business model nor is this appropriate customer serviceThey put the flights together, they sold me the flights and they made the errorEXPEDIA needs to fix thisSincerely,*** ***

Complaint: ***
I am rejecting this response because: Expedia takes no action to solve the problemExpedia doesn't care about its customersTheir customer service is just a piece of junkYou can call times and every time you have to suffer again by telling them your bad experienceAfter the call, there is nothing happenedThey just take your call and forget about itAt the end, it is either you give up or they just say it is their *** policy!
Sincerely,
*** ***

expedia did finally refund my $90, so I wish to consider the case closed

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for your help.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 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

Complaint: ***
I am rejecting this response because: Cancelling a flight due to a hurricane at our destination is considered a personal reason? The company should review their recordsI wonder if Expedia would put a loved one on a flight to an area that was having a hurricane If we are understanding Expedia's offer, we have a $credit with Expedia and need to spend more money to receive our $credit? In the end we have to spend more money to receive a $credit? If this is not the case Expedia needs to clarify their offer furtherAt this point it seems we are past the deadline to even receive the credit or will Expedia extend the courtesy to us? We have spent over hours on the phone trying to rectify this situationIf Expedia could provide us with a competent customer service agent who will be able to book travel for us without a or hour phone call, we are happy to dial directly to that person- NOT a customer call center in India who will then escalate our issue to the call center in Las Vegas.
Sincerely,
*** & *** ***

April 20, 2016Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: 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 March 20, 2016, Ms*** booked a one way flight from Port-au-Prince, Haiti to New York, New York, departing on March 31, 2016. We understand from Ms*** complaint that she purchased this ticket for her mother Ms*** ***Ms*** determined that it was unsafe for her to travel to the airport and has declined to utilize the ticket as a resultSince the ticket was not used, Ms*** is requesting a refund of $357.57, the cost of the ticket. The services provided by Expedia are that of a third party intermediary, the airline; in this case American Airlines, is the merchant of record (i.ethe company who charged the customer’s credit card) and as such accepted the funds for the purchaseMs*** will also see the airlines name in the transaction information of her credit card statementAs American Airlines was the merchant of record, they are also the party to determine policy for their ticketsPer the policy of American Airlines, the ticket is non-refundable but, the passenger has been issued a flight credit in the amount of $American Airlines will require a re-booking fee of $when the passenger is ready to utilize her credit. Please note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to them.Ms*** does have the option of appealing to American Airlines directly for a refund considerationShe can access www.refunds.aa.com, click the request refund link and enter the document numberThe document number is the ticket number, *** and the passenger’s nameShe can explain that she was unable to use the ticket due to unrest taking place in the area of the airport We are unable to guarantee an outcome, but felt it was appropriate provide the option to our valued customer. 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

July 4, 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,

May 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 *** ***We regret to hear Mr*** did not accept our response
We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr***’s concernAt Expedia we try as much as possible to provide not only excellent customer service but, we also try to exceed what is expected of usHowever we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customersHad we received a request to cancel the reservation before entering the penalty phase, we would have been able to assist him with avoiding feesRegrettably, our records show that the request came in after
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

June 29,
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 refund request
Our records reflect on May 23, the customer self-booked a reservation at the Harmony Hotel, Istanbul, Turkey to check in May 30, and checking out May 31, 2016. The customer is asking for refund of the full price of his hotel room because he was not provided a free breakfast
A review of the information the Harmony Hotel has made available on Expedia.com shows the following details provided to the customer before booking is completed and also on his itinerary online:
Fees
The following fees and deposits are charged by the property at time of service, check-in, or check-out
Breakfast fee: TRY for adults and TRY for children (approximately)
Property Amenities / Popular Features
Guests can grab coffee at one of the hotel's coffee shops/cafésA complimentary manager's reception is offered each day
Breakfast available (surcharge)
The Harmony Hotel does not advertise a free breakfast on Expedia.com and appears to have one option available for a $surcharge.
As no free breakfast is offered by the hotel, Expedia cannot agree to any compensation for the customer’s request
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

December 7,
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 June 28, 2016, Ms*** booked an eight-night stay at the Travelodge Cleveland/Willoughby from July 17, 2016, through July 25, 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 directly.
This booking was one in which the property would charge the customer directly and with the following cancellation policy in place;
Cancellations or changes made after 4:PM local hotel time, Saturday, July 16, are subject to a hotel fee equal to night(s) plus taxes and fees
Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation
We understand from Ms***’s complaint that she canceled the reservation prior to the cancellation policy deadline to avoid fees but, the property charged her in fullShe is now requesting that Expedia refund the amount of $2,
We have reviewed Ms***’s account and per our records, the Travelodge Cleveland/Willoughby charged her credit card $2,on June 28, Our records show that this amount was refunded on July 1, 2016, however; according to Ms***, the refund has yet to be applied to her account
In an effort to resolve this matter, Expedia has consistently remained a liaison between Ms*** and The Travelodge Cleveland/WilloughbyWe have advocated on her behalf to obtain the refund that she has requestedAlthough we have been unable to view the charges on their end, we have made several requests for them to refund any charges associated with this reservationOn December 3, 2016, we received the latest correspondence from the Travelodge Cleveland/Willoughby, which stated that the customer is disputing the charges with her credit card companyWhen we learn that a customer is disputing charges with their credit card company, we must allow that process to take place without interference
As Expedia has exhausted all options and resources available to us in an effort to assist Ms***, it is our highest recommendation that she continue to pursue this matter directly with the Travelodge Cleveland/Willoughby
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