Expedia Inc

July 9,
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 reservationWe understand Ms*** is requesting that Expedia honors a price of $per person for a trip she attempted to book on Expedia’s website, but was unsuccessful in reserving
We apologize that Ms*** was unable to complete her purchase and the low priced flights she attempted to book became unavailable. We understand that this situation can be very frustrating, and we’re sorry that she was inconvenienced. Like all online travel agencies, Expedia works from live inventory. This means that all agencies and the airlines themselves book from the same inventory pool. Occasionally, more than one customer may be searching for the same flights on any number of websites. Once a flight is purchased, the airline updates their inventory and this may make the flight unavailable for others to purchase.
While we regret Ms*** experience was not as we would have hoped, and any subsequent inconvenience caused, 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 providersRegrettably, Expedia is unable to guarantee prices until a purchase is completed
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
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Complaint: ***I am rejecting this response because it does not help the situation I was never given a claim number from the insurance company and when I called Expedia back there was no additional help All Expedia would say is that it was not their issue as it has to go through the insurance company, yet the insurance company wouldn't listen to what I was saying This is a medical issue Apparently the insurance company nor Expedia seems to deem the fact that a doctor's appointment when you have a serious disease is not important enough to the "definition" of their policies The gentleman at Expedia, when I changed my ticket, told me that the policy was they had to charge me the $first and then the insurance company would refund it It seemed a little ridiculous to go through all that but I trusted what he said Had I known it would have taken all this time and frustrations I would have never bought the ticket until I knew my confirmed appointment I assumed the insurance coverage Expedia was providing its customers was to help take care of them if they should need to change or cancel a flight reservation as stated on the website The $fee is more than the original purchase price of the flight ticket so I'm trying to understand why anyone is arguing with a customer Expedia told me that I am technically not their customer as I'm the insurance carriers customer....WRONG I bought my ticket through Expedia and feel they should be taking care of this problem In the long run, Expedia is who will have the negative impact not the insurance company It seems silly to put me off to someone else when your business will be affected Granted, we aren't huge spenders Maybe $per year, but still...we are a customer of Expedia and have been for years Sincerely,*** ***

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Departm***
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

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, *** * ***

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,*** ***

August 28,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal fromWe regret to hear that Mr*** did not accept our responseWe regret to hear that Mr***’s vacation experience was not to his satisfactionAs you may know, Expedia.com acts as a third party intermediary for reservations for airlines, car rental companies, and hotelsWe are unable to control unforeseen that may occur at the time of travel we are unable to offer any compensation for factors outside of our controlWhile we understand Mr***’s concerns, we do not see any error by Expedia and as a result, we are unable to offer a refund
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

Complaint: ***I am rejecting this response because:I never agreed to paying for the car rental outside of the package deal when I called I wanted to pay for all three at the same time had I not had the money I would have been stuck without any kind of car rental when I got to my point of originI told the lady that called me that I wanted to have paid for all at the same time and I contacted them directly and talk to the man that I mentioned as he was a manager because the person that took my phone call did not resolve the issue it seems that Expedia doesn't keep record of all the phone calls and complaints the man tried to resolve the issue with a $gift certificate which I also rejected at the point of the time that I called I understand the change of the room and was satisfied with the room that I received but him deeply concerned that when I called about the package I said this is a whole package deal right? And they said yes is a recorded line and I know that they can go back and listen to itSincerely,*** ***

September 15,
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 travel voucher. We understand Ms*** is expressing concerns about not being able to successfully apply an Expedia Travel voucher. On September 15, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint and to gather additional information
Our records indicate the customer may have multiple Expedia accounts and may also, at times, book in guest accounts. The travel vouchers, when issued, are linked to the account in which they are created. They can only be successfully applied to a booking created from within that specific account. We were only able to find one voucher, which was applied to an itinerary in July of 2015. If the customer has a voucher which was not able to be applied online or through an agent, we will be happy to look into it further and if it has expired due to problems applying it, we may be able to reissue it. Vouchers have no cash value so we would not be able to provide cash to the customer, as she has requested.
If Ms*** will provide information on the specific account the voucher is located in, by supplying the account number and the email she used to create the account, we will research the issue and contact her for resolution. Expedia does regret the inconvenience this issue has caused the customer and want her to have the benefit of being able to use her voucher on future travel.
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

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

October 9,
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 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 8, 2015, Mr*** booked a five-night stay at the *** *** *** *** from September 6, 2015, though September 11, Mr*** booked a family room at a higher after considering a standard room with one king bed
We understand from Mr*** complaint that when he arrived for check in, he was informed that family rooms were no longer availableAs a result, Mr*** was issued a standard roomMr*** contacted Expedia and requested a billing adjustment to reflect the room that he was issuedWe in turn began contacting the *** *** *** *** to request that they make an adjustment on their end that we could pass on to the customerRegrettably, our attempts were unsuccessful
At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stayWhile we do not view this complaint as something Expedia is responsible for, because we value Mr*** as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaint. A refund in the full amount of her booking $was issued to his original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly his credit card company processes refunds
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

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, *** ***

Complaint: ***I am rejecting this response because:As per your response Expedia simply is an intermediate entity & does not control the content on their web pagesin that case I would also expect that money should not be taken by expediaThe hotel should directly charge my cardHowever, my credit card statement shows the name of Expedia as the entity that took my money, therefore it is only expedia I can dispute the charges withThe hotel staff does not respond (why would they? They don't have a relationship with meI didn't even pay them directly). It's for Expedia to contact the hotel & take a refund from themFor me, I paid Expedia & therefore Expedia is liable to refund me for the misinformation on the hotel details.When your support staff issued me the $voucher, I told them that I'm not satisfied with this compensation and would report this to Revdex.comHe responded that it the max that they can offer & I am free to take it to Revdex.com if I'm not satisfied.Sincerely,*** ***

Complaint: ***
Please thank Expedia for its prompt responseThe itinerary is #***
Sincerely,
*** ***

February 16,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
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 flight reservationWe understand the customer is requesting to utilize his remaining flight creditOn February 12, 2016, we contact Mr*** to acknowledge receipt of the Revdex.com complaint
Our records indicate on October 27, 2015, the customer self-booked a package reservation for one traveler using Expedia.comThe package included flights operated by American Airlines, departing on November 16, 2015, from Avoca, PA to Lawton, OK and returning on November 20, The package also included a car reservation and hotel reservation
We can confirm on November 10, 2015, Mr*** contacted Expedia requesting to cancel his packageThe agent successfully canceled the customers’ flight and refunded the customers hotel reservations in the amount of $Mr*** was advised he would retain an airline credit with American Airlines, in the amount of $
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 providersBased on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedIn addition, the customer would be responsible for any difference in fareMr*** flight credit validity states, that travel must commence within one year from the original ticketing date of October 27,
On February 12, 2016, we spoke with Mr*** and provided him with the below information that is required to redeem his flight credit.
Ticket Number: ***
Expedia’s Record Locator: ***
Once Mr*** is ready to utilize his fight credit, he must contact Expedia directly; he can reference case number ***Our agents are available to assist hours a day, seven days a week at 1-800-EXPEDIA (1-800-397-3342)
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

May 18, 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

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

Complaint: ***I am rejecting this response because: the information Expedia has provided is patently false. To begin with the timeline is incorrect. I made the erroneous purchase on 8/19/and called back that same afternoon when I realized my error. My Discover statement can corroborate this (see attached). I only bought the additional tickets because of the assurances I was made by their rep., Mei, that I would be refunded the money. I even started the conversation by explaining my concern of seating should I buy only one additional ticket (which I was poised to do as I'd already had the webpage up to do so) but thought it would better to contact Expedia first to ask them how I could best I remedy the matter. Further, I asked if I should wait until the refund came through to purchase the additional tickets, as Mei instructed me to do, and she said no, I could purchase them right away. Most importantly, I was assured that the value for my first erroneous purchase would be refunded on this call with Mei. Why would I purchase more tickets knowing the first would not be refunded when I only needed a total of two tickets? Even Expedia agrees and understands I only ever wanted a total of two tickets, as demonstrated by their response. It seems incredibly convenient for Expedia to not be able to locate the call as the recording will absolutely corroborate everything I am describing above and in my initial response. I find it interesting that without being able to produce the call record they can be so sure of what took place on the phone call in question. I took contemporaneous notes of the entire incident from the beginning which makes it very easy for me to recall the timeline
Expedia should not be surprised that I have contacted the Revdex.com as I tried multiple times (as I can demonstrate by providing further email correspondence than what I am able to here if Revdex.com allows) to resolve this matter directly with them and it was clear by their lack of response from my last several attempts that they'd written me off
I can supply more detail if Revdex.com desires but I have run out of room for attachmentsI absolutely reject their response and expect to be made whole by Expedia-V.A.V
Sincerely,*** ***

January 17,
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 hotel reservation. We understand Mr*** is requesting a refundOn January 9, 2017, we received receipt of the Revdex.com complaint
Our records reflect on December 24, 2016, the customer self-booked a pay later hotel reservation at the Econo Lodge Inn and Suites chedate December 25, 2016, check-out date December 26, The customer is stating they self-cancelled the reservation outside the cancellation policy; however the customer was charged for the reservationThe customer is stating their bank imposed bank fees due to overdraft charges
On December 29, 2016, the customer contacted Expedia advising that they were charged for the hotel reservation; however they canceled the booking outside the cancellation policyExpedia contacted the hotel; they advised the customer was tagged as a no show and would not authorize the refund
On January 9, 2017, Expedia confirm on December 24, 2016, the customer self-canceled the hotel reservation; which was outside the cancellation policyThe cancellation confirmation was sent and confirmed by the hotelExpedia advised the customer we would refund for the original reservation in the amount of $86.90; however Expedia advised the customer we would not refund the bank fees
Since this matter was resolved on January 9, 2017, Expedia cannot honor the request for the refund for the bank feesExpedia considers this matter as closed and will no longer address this matter any further
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
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: Date Sent: 4/13/6:43:AMComplaint: ***I am rejecting this response because:It says I had the option of receving a full refund.Yes I selected this option as I was assured by customer service of a full and complete refundThis can be verified by the talk with cusomer service on more than one occation. I had spent USD on itinery *** and USD 357.9 on itinery ***.Together they add up to USD .I received only USD (824.+315.9) 1139.9. I lost USD in the refundThis is due to no fault of mineI had purchased additional Insurance for the flightThe flight had to be cancelled because of the resheduling of flight schedule not once BUT TWO TIMESThe second change was wholly unacceptable as the lay over times and lay over locations too increased.Because of the intervention from Revdex.com airlines did a faster refund but it was not complete. Sincerely,*** ***