Expedia Inc

July 23,
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
Re: Expedia Case #: O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc
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, 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 Best Price Guarantee Travel Coupons. We understand Mr*** is stating he was approved for, but did not receive two Expedia $Travel Coupons. On July 23, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint and gather more information for research
Our records indicate Mr*** is reporting he submitted two Best Price Guarantee requests for car rentals. He further states he received approvals back from Expedia that his requests qualified for the $Expedia Travel Coupons but he did not receive them. He indicates he attached those approvals to his Revdex.com case
We do not see any attachments in his case and as there are no itinerary numbers provided in his case, we have not been successful in attempting to locate the itineraries he is referring to. Cases dating back this far are archived and we were not able to locate his information with the case numbers he provided
As we were unable to reach the customer by phone, we are asking that he provide itinerary numbers and also attach the approvals he mentions receiving. When we receive this information back we will be happy to further research and assist the customerWe apologize for any inconvenience this has caused and look forward to resolving this issue for Mr***
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

August 13,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint for Mrs*** *** (Revdex.com case number ***) regarding a package reservation
Our records indicate that on July 26, 2015, Mrs***, or an authorized user of the account, self-booked a nonrefundable package reservation using Expedia’s website, itinerary ***The package includes flights, hotel accommodations and shared roundtrip transportation from airport to hotel, for two travelersThe flight portion of the booking is with *** *** from Salt Lake City, UT to Nassau, Bahamas, departing at 11:PM on September 17, 2015, and returning at 11:PM on September 22, The hotel portion of the booking is with *** *** *** - All Inclusive, Nassau, Bahamas, for a check in on September 18, 2015, and a check out on September 22, We understand Mrs*** is not satisfied with the length of her vacation and is requesting a full refund
We have verified the customer contacted Expedia regarding this issue and the call was escalated to Expedia’s Corporate Customer Service TeamThe assisting representative verified that the trip length was displayed from the beginning of the booking process and the customer accepted itAs the reservation is nonrefundable, if cancelled, the value will be forfeited
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 providersWe hope you understand we must adhere to the policies dictated by the vendors
By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation detailsDuring the booking process and right before the reservation is completed the booking details are displayed for confirmationIn addition, at the time of booking the customers agree that they have read and accept the applicable Rules and Restrictions of their booking and the Terms of Use and the Privacy Policy of Expedia’s website
While we regret Mrs***’ experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to provide a refund of this booking
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

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
As previously advised, on April 6, 2016, Expedia contacted U-Save Rental Car, and was advised, the customer was refunded for the deposit on November 13, 2015. On April 15, 2016, we contacted the vendor and were advised to have the customer contact them directly in regards to the deposit. The customer can send an email to ***@rentusave.com, as they will need to review the customer’s claim
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 vendor has its own specific set of policies and procedures as does each reservation purchased
Since the customer was charged by the vendor for the deposit and was not refunded Expedia cannot honor the request for the refund
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

December 10, 2015Revdex.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 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 Andrew *** (Revdex.com case number ***) regarding a hotel reservationWe understand Mr*** is asking for a refund of the coupon difference for each hotel reservation.Our records indicate on November 30, 2015, the customer self-booked two hotel reservations using the Expedia.com Mobile AppThe customer booked a five night hotel reservation at the *** *** *** - All Inclusive, checking in on March 14, 2016, and checking out on March 19, The customer also booked a seven night hotel reservation at the *** *** *** ***, checking in on February 17, 2016, and checking out on February 24, Mr*** is stating he was unable to utilize a promotional coupon and was charge the full amount for each reservation.We can confirm on November 30, 2015, Expedia provided a promotional coupon, Cyper90, for Mobile App users to be applied towards a hotel reservationA limited amount of coupons were available each hour upon the hour for use towards select hotel propertiesThe terms and conditions stated:•The coupon code entitles you to 90% off the price of the relevant travel reservation before the application of any taxes, applicable fees or additional costs •Usual booking terms and conditions apply (see http://www.expedia.com/p/info-other/legal.htm) and all bookings are subject to availability.•The coupon code may not be used or combined with other coupons, promotions or special offers.•Expedia reserves the right to change or withdraw this offer at any time and to cancel any bookings made where the coupon was improperly obtained or used to make any speculative, false, or fraudulent bookings.Mr*** contacted us as he was unable to apply the coupon towards his reservations and was charged the full amountHe was denied a refund of the difference.Upon further research, we have determine that the customer did receive a valid coupon that should have been applied to his booking under itinerary ***Due to an error on our website, Mr*** was charged the full amountOn December 04, 2015, Expedia processed a refund in the amount$1,489.30, for the difference between the quoted price, and the amount chargedThe time it takes to post the refund to their account depends on how quickly their credit card company processes refunds.In reviewing the second reservation under itinerary number *** , we have determined it did not qualify for the promotional couponPer the terms and conditions of the Expedia Cyberpromotional coupon, it was limited to one per customer per reservationMr*** did use the coupon for one reservation; it could not be used for a second reservationAs a result, Expedia is unable to refund the second reservation.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

July 23,
Revdex.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 Complaint ID #***) regarding a recent Discover Card promotion. We understand the customer is requesting compensation due to their cancelled reservation
Our records indicate on February 7, 2015, the customer self-booked a hotel reservation #***, for one adult, with stays at *** *** * ***, Kissimmee, Florida for four nights, arriving on July 6, and departing on July 10,
We can confirm the customer redeemed a Discover $Hotel Coupon towards the cost of the reservation and paid the remaining balance of $ USD using a Visa credit card
The Discover Card Promotion, coupon codes, associated terms and conditions were originally published to a Discover Card member’s only siteThese coupon codes were improperly leaked to third party sites without Expedia’s consent and the full terms and conditions of the Promotion and Coupon Codes were not published by those sitesThe information was made available by Expedia only to Discover cardholders who were using the coupons according to the full terms and conditions of the promotion published to the Discover Card member’s only website
Upon further research, we identified that *** *** was not a valid recipient of the Discover Card Promotion. The purchases were cancelled on February 17, 2015, because it was made in violation of one or more of the restrictions in the Terms and Conditions of this Discover Card Promotion, including but not limited to the condition that a Discover Card would be used for the purchase. As a result, we are unable to honor the customer’s request for further compensation. On February 17, Expedia, provided the customer with a full refund of the $USD, paid for the booking
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to me but I do not want to deal with the firm Expedia anymoreSo you can close the caseAs said, I called to cancel, talked to a supervisor who after an hour of phone transaction said the tkts were cancelled and promised to send an email confirming the cancellationGuess what? the supervisor, Ivy never sent itI called hours later and another guy did soWay to do business!. Yet, I believe that as a govt entity you guys should encourage Expedia and other businesses to act promptly on requests and stop cheating customersDefinitely something has to change in their way of doing businessIf they would have canceled as promised the first day, and as I requested after not receiving a canceled email, none of these would have happenedAlso, they did not reimburse the tickets costs nor insuranceIt was the bank that dropped the paymentObviously I would have lost moneyYet it would not stay here if I lost.I Close this case but will make sure that brothers and relatives are warned strongly against doing business with this entityI take the occasion to inform you and the person signing EXP letter, that as advised they cancelled the tktWhy not do so before????? Also, to make sure their firm does not create problems with my current tktsThanks for your assistanceI appreciate soSincerely, *** *** ** ***

Complaint: ***I am rejecting this response because:On Jun 03, I was asked by Expedia representative to email their customer service Tierand attached all supporting pictures and information needed to process the price matchI quickly sent all requested information as per attached documentsAttached you will also see the picture of the price that was found in the same date at a lower rate. I have also attached the email that was sent to Expedia customer service and its also stamp dated from the email provider.Note:the picture is also time stamp from the camera.Sincerely,*** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

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
I will be calling the phone number Expedia provided & ref the itinerary & case number ***Hopefully this will have a successful outcome, FINALLY...Will keep you posted
Sincerely,
*** ***

May 22,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the RevDex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint for Ms*** *** (Revdex.com case number ***) regarding a hotel reservation
We have researched Ms*** complaint, and as of the response deadline of this complaint, we are unable to obtain the necessary information needed from the hotel 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
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 have attached copies of my bank statements as receipts with the charge for the flights (seen in the August statement) and the charge for the baggage (seen in the September statement) highlightedSincerely, *** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

January 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 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 an airline ticketWe understand from Ms*** complaint she is unhappy about the flight reservation purchased
Our records indicate on August 23, 2015, the customer self-booked a package reservation for three travelers using Expedia.com websiteThe customer purchased a seven night stay at the Crown Paradise Club Cancun All Inclusive, checking in on December 25, 2015, and checking out on January 1, The round trip flight was operated by Aeromexico and scheduled to depart on December 25, 2015, from Columbus, OH to Cancun and returning on January 1,
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 Aeromexico was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulationsBased on the fare rules, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedIn addition, the customer is responsible for any difference in fare
We can confirm on November 22, 2015, the customer contacted Expedia requesting to make changes to the flight reservationMs*** was provided the terms and conditions of the reservation, regarding change penalty and difference in fareThe customer declined and did not authorize any changes to the reservationOur records also indicate the customer contacted us several times afterward, but no changes were made to the reservation
Upon further research, we can confirm on December 25, 2015, Ms*** contacted Expedia requesting to change her flight reservation as she was unable to board the departure flight to Cancun due to expired travel documentsIn effort to prevent the passenger’s tickets from going into a “no show” status thus causing the customer to have no value on the tickets, our agent assisted the customer with canceling the ticketsOur representative also assisted with cancelling the hotel reservationThe customer was provided a refund of the hotel in the amount of $2,
Ms*** was provided an email advising her of the fare rules and the credit validityBelow is the customer’s instructions for using the flight credit
The customer has a flight credit in the amount of $per passenger
There will be a $change penalty fee charged per ticket
New ticket must have at least one flight segment operated by Aeromexico
Flight Credit must be used by August 23,
The new ticket must depart from the same country as the original ticket
When Ms*** is ready to rebook her travel, she may contact our Customer Service Department at 1-800-EXPEDIA (1-800-397-3342)
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,
Hayden J***
Tier Customer Service

January 31,
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 that Mr*** did not accept our response
Thank you for allowing us to address Mr***’ concernsAt Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stay. While we do not view this complaint as something Expedia is responsible for, because we value Mr*** as a customer and regret the experience that he reports, we have already undertaken an exception to resolve his complaintA refund in the full amount of the booking $USD was issued to the original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly Mr***’ credit card company processes refunds
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory but Ok to me The whole point of my grievance was that I had to call times atleast for this issue to get fixed*** was repeatdly confirming that the flight tax is refundableNone of the agents except one was able to reach *** and confirm thisThey made me call again and again and each time for more than an hourNo agent had the cortesy to follow up by mail or anything if they were not able to reach ***Every time I had to start over with the new agent and the same story continuedThe tax refund is no way worth more than hours of my life and the frustration I was caused
Sincerely,
*** ***

September 20,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint for Ms*** ** *** (Revdex.com case number ***) regarding a flight reservation
Our records indicate that on June 2, 2015, the customer self-booked a flight reservation using Expedia’s website, itinerary ***Travel was with *** *** *** from Portland, OR to Kathmandu, Nepal, departing on October 25, 2015, and returning on November 8, We understand that due to an airline initiated schedule change affecting the itinerary Ms** *** is requesting a refund
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 providers*** *** *** 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 occurWe cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies
Only the airlines can make changes to flightsThese changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell Expedia why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues
We have verified that with the authorization of *** *** *** on September 18, 2015, a full refund of Ms** ***’s ticket was issued, in the amount of $The refund was issued back to the original form of paymentThe time it takes a refund to post to Ms** ***’s account depends on how quickly her credit card company processes refunds, generally within 3-business days
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

Complaint: ***I am rejecting this response because:
The last email I received from BB with a resolution of claim from Expedia stating a credit of $was being made to my credit cardIt has been longer than weeks and I still have not received a credit from themCan you please follow up?
Thanks,
*** ***

Complaint: ***
I am rejecting this response because:While I regret that I was unable to call ahead to figure something out, it was under exceptional and last-minute circumstances that I was unable toAdditionally, the lady at the front counter told me that it wouldn’t have mattered anyway as it was a non-refundable reservation and I still would’ve been counted as a no-showHowever, that is irrelevantThere was not a single mention of a no-show policy whatsoever provided by Expedia at any point during the process of booking my reservationWhen I booked the room, I was agreeing to the terms and conditions set forth to me by Expedia (not the hotel, Expedia is my only real interface in the transaction as that is the party to which I gave my money)How is it expected of me to know that there is a no-show policy when it was not presented to me in the terms and conditions when I booked the reservation? Saying that “Expedia cannot provide a refund without the agreement of the vendor” is inexcusable and frankly, I don’t believe thatI feel that Expedia failed to provide an accurate description of all the terms and conditions of the hotels policy and should therefore provide me some compensationI’ve attached a picture of the Rules and Restrictions for this hotelNote that there is not a single mention of a no-show policyOnce again, how was I expected to know of such a policy when it was clearly not communicated to me?
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 me only because I have the funds available again in my account With the pre-authorization, those funds were not available to me and it was an inconvenience
Sincerely,
*** ***

October 7, 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 Ms*** (Revdex.com ID number ***) regarding a hotel reservationOn October 7, 2016, Expedia processed refunds in the amount of $each for the rooms being refunded back to the customer’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refunds
We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S*** Tier Customer Service

March 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 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 Ms*** *** (Revdex.com ID number ***) regarding a car reservationOur records indicate the customer self-booked a car reservation with Firefly from October 31, 2015, to November 2, Ms*** contacted Expedia several times via email and phone stating that upon arrival to piher car rental they did not have her car type availableWe apologize for any inconvenience that may have occurredOn March 4, 2016, a refund in the amount of $was processed back to the customerThe time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refundsWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S*** Tier Customer Service

Complaint: ***
I am rejecting this response because: expedia has falsified and fallen short of its due diligence as a 3rd party vendorIt is still expedias responsibility Expedia boasts the reviews for it's hotels which are not trueExpedia still let the hotels advertise and must bear the responsibility
Sincerely,
*** ***