Expedia Inc

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***

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:
After I called ExpediaI contacted the airline as well I was told by then that they made a refund on September 2nd and not October 4thAfter reviewing my credit card statement, I noticed that I was not reimbursed yet I called the airline again and they said there was a problem on the reimbursements made on that specific date, September 2nd I've been calling since late October to the airline and the keep telling me that there is a problem on their system that they have no idea when I will get my money back That was on Friday, December 2nd, three months after I was supposed to get my refundThat was when I decided to make the complaints against Expedia and Dynamic AirwaysThe airline cancelled my vacation trip, I still don't have my money back, I cannot book any other flight until I have my money back: botton line: they ruined my vacation plans! I called back on Monday, December 5th and I was told by the airline customer service that MAYBE I will get it after business day, December 19th...So, I have to wait in order to see if it goes through and THEN book another trip, when prices will be higher that when I bought those ticketsSo please, Expedia did not help me at all!! I booked my trip through one site beliveing that it would be easier and time saving, but it was just the opposite So tell Expedia that I do not accept their response, tell them to train their customer service associates better that actually can find better solutions for the customersI want compensation for the damage thay made my life for the past months after ruining my vacation.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

Complaint: ***I am rejecting this response because:
>>Our agent advised the customer the credit would be valid for year “ from the issue” date of May 11, 2015, and travel must be rebooked by May 10,
My understanding of you agent explanation was that the credit expires one year after the “departure day” and not the “issue date”Last time I called Expedia and talked to a supervisor, she hung up the phone on me and never called backI had to stay on the line for an hourDo you have a record of that? What kind of customer service is this?!!
>>The hotel did charge a cancellation fee of $for each booking “The customer understood.”
No I did not! I talked to several people in Expedia and the hotel and filed a Revdex.com complaint but did not get the desired responseWhy do I have to pay $for hotel rooms that I did not use when I had a medical emergency?!!!
>>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…We hope the customer understands Expedia cannot honor the request for the refund
I called Alaska Airlines and they said it was up to Expedia to issue the refund and not the Airline.
Sincerely,*** ***

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,
*** ***

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

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

January 18,
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 *** *** is requesting the refundOn January 11, 2017, we received receipt of the Revdex.com complaint
Our records reflect on December 6, 2016, the customer self-booked a flight reservation for *** ***, *** *** and *** ***Travel is on *** Air, departing March 22, 2017, from Beirut, Lebanon to Dubai; returning on March 28, 2017, from Dubai to Beirut, LebanonThe customer is stating due to an airline schedule change, the customer contacted Expedia to request the refundThe customer is stating they have not received the refund
Upon further researching this matter, we can confirm on January 8, 2017, the airline sent a notification of an airline schedule changeAn automated email was sent to the customer
On January 9, 2017, the customer contacted Expedia requesting to change or cancel the flight reservation due to the airline schedule changeExpedia contacted the airline; they advised they would need to provide Expedia with an authorizationOnce Expedia received it, we could submit the refund request
In reviewing the customer’s account, as of yet the airline has not provided Expedia with the authorization to submit the refund request
On January 18, 2017, Expedia contacted the airline on the customer’s behalf; they advised will need to review the requestOnce the airline provides the update, Expedia will advise the Revdex.com and customer
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
*** Air 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
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate 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 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,
*** ***

August 6,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customer. We appreciate the Revdex.com allowing us
to address the comments and concerns which have been brought to our attention
Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding her 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

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***

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,
*** ***

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 28, Revdex.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 *** *** (Revdex.com case number ***) regarding a hotel reservationWe understand from Mr*** complaint he is requesting that we match the price that was presented online.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 utilize a live inventory system for our hotel reservationsThe inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availabilityThough we attempt to update the our website as quick as possible there may be a price discrepancy due to the purchases/cancelations that are associated with our vendorsWe regret if the customer felt the prices were not competitive.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***Corporate Customer Service

August 31,
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 August 27, 2017, Ms*** booked a one-way flight from San Antonio, Texas to Chicago, Illinois departing on September 3, The flight was with Frontier AirlinesAccording to Ms***, she contacted both Expedia and Frontier Airlines to cancel the flight and get a full refundShe states that she was informed that her flight did not qualify for a cancellation because of an Expedia policy that prohibits refunds for flight scheduled to depart within days
On August 31, 2017, we contacted Ms*** and apologized for any inconvenience but, we could not access the records as it was booked with Frontier Airlines who is considered a low cost carrierWhen customer’s book with a low cost carrier, we are only able to facilitate the booking, but are unable to assist the custom with the flight once booked
In good faith, we contacted Ms*** by phone and offered an Expedia Travel Coupon valued at $She accepted the offer and the coupon was placed in her Expedia account 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

September 28,
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 compensation request. We understand Ms*** is upset because a “pay later” hotel charged her card at the time of booking. On September 28, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint
Our records indicate on September 9, the customer accessed Expedia to book reservation # *** at the *** *** *** *** ***, Surfside, Florida to check in on September 19, and checking out September 21, 2015. Ms*** reports the hotel debited her account she for $when she booked and she thought she would not be billed until she arrived at the property.
Expedia.com serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners. In regards to this booking; the Grand Beach Hotel provides the following statement on our website, which states their terms for “pay later” options:
Hotel Policies
You need to know
This hotel will place an authorization for night room and tax for any bookings where payment for the stay will be made on site instead of at the time of bookingFor more details, please contact the office using the information on the reservation confirmation received after booking
Rooms in addition to the first night, and all hotel extra fees, are charged to the customer upon check in
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 bookingWe provide selection details on several pages for review, including the final payment screen. We regret that Ms*** did not read all information provided by the vendor, regarding their pay later option.
As there was no error on the part of Expedia, we are unable to offer any compensation for 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

March 14, 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 reservationAs 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

Complaint: ***I am rejecting this response because it did not address any of my concernsNothing has been resolved.Itinerary # *** and another one I no longer have record for.email: *** used to book both sets of flightsSincerely,*** ***

March 6, 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 case ID ***) regarding a Best Price Guarantee submissionExpedia.com uses a real-time reservation database used by travel agents worldwide, listing actual ticket prices, hotel and car availabilityWhen a customer is unable to continue through the booking path, as in Mr**’s case, the cause is usually due to availability issuesHowever, due to the misinformation the customer received, on March 6, 2017, Expedia processed a one-time courtesy refund in the amount of $back to the customer’s original form of paymentIn addition, the customer’s $Expedia Travel Coupon was added to their Expedia accountWe 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