Expedia Inc

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: 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,*** ***

November 25,
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
The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Ms***’s complaintAt this time we are requesting Ms*** please provide an itinerary number for her booking and the email address associated with her Expedia accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further
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 acceptableI appreciate the credit but am saddened that they take no ownershipThey do state the businesses terms and conditions and should be accountable for what they postI appreciate Revdex.com's process and thank you for your help in keeping businesses accountable to their clients
Sincerely,
*** ***

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

February 10, 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 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 youExpedia, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a flight. We understand you are seeking a refund for a flight reservation due to an error in the name of one of the passengersWe researched this matter further and our records show a flight reservation departing from Detroit to New Orleans was booked by an Expedia agent on January 17, Expedia was contacted on January 18, regarding a misspelling in one of the passengers name, we contacted Spirit airlines and were advised they would allow a cancellation however there would be a fee withheld of $ Please note that 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 providersSpirit Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies Expedia also attempted to review the original call to determine if an agent error had occurred, regrettably the call recording was not captured Taking into account your experience if you cancel the reservation directly with Spirit and provide a bank statement showing the refund from the airlines less the $cancellation fee, as a one-time courtesy we will honor a refund of the cancellation penalty 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 usSincerely, Kiki R*** Corporate Customer Service

Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** ***.
Expedia contacted the airline regarding the customer’s refund request*** Air advised they will not authorize the refund request
The customer may have disputed the charges with their credit card company or bank and this may be the reason the airline advised that the credit card was not valid
The only option Expedia can provide the customer is to contact their credit card company or bank to confirm if there is a charge dispute, if so is it pending or have they already credited the customer’s account
The customer can provide their credit card company or bank the Revdex.com complaint letters showing that the airline will not authorize the refund and that the airline charged the customer’s credit card
*** Air was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia
We hope the customer understands Expedia did not charge the customer’s credit card and cannot process the refund requestExpedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further
We thank you for allowing us to address this matter further
Sincerely,
Delia K***
Corporate Customer Service

Complaint: ***I am rejecting this response because:An agent cannot disavow their activity in representing a property that does not existThe are engaged in a form of fraudulent advertising and clear misrepresentationExpedia advertised the property to me and in fact continues to advertise the property to me via retargeting efforts onlineThe issue of accuracy of the information and accurate representation is between Expedia and the property ownerExpedia has a fiduciary responsibility to me as the buyer to convey accurate and correct information in their advertisingThey did not, the misled me and advertised a property that does not exist. In addition, they failed to address the horrendous customer service which they exhibited which is both consistent with years of prior complaints on this website and online. I demand a full refund. Sincerely,*** ***

April 4,
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 responseWe regret that the information that we received from the property may have been inaccuratePer our records, we contacted the property on the customer’s behalf to request that they push the arrival date back one day, regrettably our request was denied as the reservation was non-changeable and non-refundableIn order for Expedia to issue a refund, we would have needed manager approval which was not given
Based on the documentation provided by Mr***, he in fact purchased a second reservation for the following dayIt is our recommendation that he request a refund from the *** *** ***
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: ***Itinerary number is ***The email used was ***.***@echelon.orgSincerely,*** ***

Complaint: ***I am rejecting this response because: There were in numerous calls to Expedia, in an attempt to:1) Exchange Hotels, prior our vacation been totally ruinedThe first call was made on 05/to Expedia International line, and the waiting to speak to a representative was between 9-hrsThat been said we had set up a call back when a representative became available and Expedia automated service called us back the next day at 4:am, when we off course, were sleepingThe second attempt was on 05/27, returning they call, and we face the same issueOn 05/we were finally able to speak with someone who took notes of our complains and mentioned they were going to investigate and would call us back within 24-48hrsThat been said, our flight back to NY was on the 29th and we were forced to stay in this hotel because no other option was offered to us.2) Expedia is saying that our flights and transportation weren't used or activated, which is inaccurateHow did we got from NY to PJU and for the airport to the hotel and back? All travelers had called Expedia in an attempt to solve this manner amicably, and they refused to provide proper support timely, until we made the claim with Revdex.comOur flights inbound and outbound were another nightmareWe have expressed this to Expedia representatives as well, but they take no responsibility on itWe were hours delayed leaving NY and almost hrs delayed leaving Punta Cana because the pilot was late and miss the flight in MI? The Jet Blue team in Punta Cana, were completely helpless and refuse to help anyone, including refuse to provide water while they hold us in a locked bus for over an hour? 3) The shuttle services from Punta Cana Airport to The hotel and back were the only services that were actually normal.4) We communicated to Expedia the need for a refund in regards to the travel insurance as we felt, it was worthless since Expedia did not help us change Hotel, neither solved out flights issues. 5) We contact Jet Blue in regards to the flights and they advise us to contact Expedia as they act as the booking agency. 6) Expedia team, gave the of us all types of excuses, and actually jeopardized a friendship by proving each one of us contradicting informationOverall between all travelers we spend over hours on the phone with Expedia, we had a nightmare vacation, our friendship was challenged by Expedia representatives lack of information and contradicting informationI spend additional hours filing CC claims, Revdex.com Claims, Expedia Claims, etc. Therefore, taking in consideration all the above information, all travelers are secure and confident to say we did not receive the services we contracted through ExpediaWe did not signed up for a trip thats was a complete nightmare. If I have to count the time each one of the travelers lost on phone calls, emails and claims and multiply that by our hourly rate, Expedia not only will have to refund us for the entire trip as they will have to pay us for all the additional money.As you can see on Expedia answer to us, just after we had taken further steps to address this issue with Revdex.com is that they made a decision to refund us partially for the tripAll of us are looking for full refund. Thanks in advance to help us in this matter and to help consumers to not be taken advantage of.Sincerely,*** *** ***

May 5, 2015 Revdex.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 that her concerns were 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 flight reservation. We understand Mr*** is requesting compensation for a missing reservation. On May 1, 2015, we contacted Mr*** to acknowledge receipt of his Revdex.com complaint. Our records indicate on December 16, 2014, Mr***, or an authorized user on the account, without the assistance of an Expedia agent, self-booked a round trip flight reservation on Expedia.com for travel on March 28, from Narita, Tokyo to San Jose, CA on *** airlines. The reservation also included the Expedia Stress-Free Travel insurance. The total cost of the booking was $1,051.20. From time to time for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyRegrettably, Expedia.com has no control over when or how often these changes occur. On February 24, 2015, we received a notification from *** Airlines reporting a schedule change to the flight time for the San Jose, CA to Narita, Tokyo segment. We processed the change and updated the record with the new times On April 5, we were contacted by Mr***, after arriving at the San Jose airport the return ticket was missing. In reviewing the flight record, we determine we had submitted the updated record for ticketing, but on March 25, 2015, we experience a system error which resulted in the flight not being ticketedOur customer service representative did offer options, of which the customer declined*** was able to reaccommodate the customer, directly, at the airport. While we understand the customer’s experience was not what we would have hoped, the reservation was utilized. As a result, we are unable to provide any compensation for related to 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

Complaint: ***
I am rejecting this response because:Once again, it is unacceptableExpedia you are the middle man for the transactionYou are liable, and should provide me with some type of compensationDo you think losing $deserves sorry? What kind of business is this? I'm going to take this matter as far as I can until I'm heardI need my refundI have all the evidenceAlways keep in mind, the customer is always rightI won't do this if I wasn't.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I called Expedia times and each time I was told that my call was being recordedWhen I called to book the flight I told her my last name was *** not LemonShe still booked the flight with the wrong nameWhen I called back to fix their error, I was told it would be no problemShe said she would note that the flight that was cancelled had the last name of *** and not LemonShe also stated that it was Expedia's error and they would refund meI find it hard to believe that I was told my call was being recorded and now they are saying that it was never recorded instead of correcting their errorThis was their error and I do not understand why they wont fix it
Sincerely,
*** ***

November 12,
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 November 11, 2014, Mr*** booked a roundtrip flight from San Francisco, California to Cancun, Mexico and an eight-night stay at the *** *** *** *** *** from May 16, 2015, through May 24, Mr*** also purchased ground transportation to and from the airport
We understand from Mr*** complaint, that he missed his return flight and had to book a one-way flight as a resultHe would like to be refunded $1,for the tickets that he had to purchase
According to Mr*** complaint, he arrived at the *** *** *** *** *** and the shuttle service provided a sheet of paper which listed the pitime for his return trip to the airport, days laterOn May 24, 2015, the day of the return flight, Mr*** noticed that the pitime on the paper was after the scheduled departure dateHe states that he called a taxi but, still did not arrive at the airport in time to make the flightAs a result, he says that he had to buy new flights homeHe wants Expedia to cover the cost
Our records confirm that on May 24, 2015, Mr***, contacted our office advising that he missed his flight and that he blames Expedia for not adjusting the shuttle service to coincide with the airline schedule change processed by the airline for his return flightAfter reviewing the terms of the shuttle voucher, we informed Mr*** that customers are responsible for rescheduling their pick up times in the event of a change to their itineraryP0er our documentation, Mr*** understood the policy and was referred to the airline for assistance
The airline initiated the changes to the flight segments on the itineraryAlthough the airline has not communicated with Expedia on the reason for this change, often they are the result of the airline changing their schedule due to weather, routing or maintenance needsWe apologize for the inconvenience this may have causedPlease be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes
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***
*** * *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meExpedia has reimbursed the amount I requested
Sincerely,
*** *** ***

March 24,
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 package reservation. We understand Mr*** is requesting a late check-out for the hotel reservationOn March 19, 2017, we received receipt of the Revdex.com complaint
Our records reflect on January 30, 2017, an agent assisted the customer book a package reservation for *** *** and *** ***Travel is on *** Airlines, departing June 22, 2017, from Las Vegas, Nevada to Puerto Vallarta, Mexico; and returning on June 28, 2017, from Puerto Vallarta, Mexico to Las Vegas, NevadaThe package includes a hotel stay for the *** *** *** *** ***The package includes a roundtrip shuttle in Puerto Vallarta, Mexico, via itinerary number ***The customer is stating due to an airline schedule changes, they are requesting a late check-out for the hotel reservation
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
*** Airlines 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
Upon further researching this matter, we found no record the customer contacted Expedia regarding the request
On March 24, 2017, Expedia contacted the hotel; they advise they could not guarantee the late check-out
We hope the customer understands Expedia cannot no guarantee the late check-out we can only request itExpedia cannot no honor the request for the refund or any compensation
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service

June 8,
Revdex.com
E.com - Alaska, *** & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia, Incis responding to the consumer complaint from *** ***, (Revdex.com case number ***) regarding a refund request due to pricing fluctuation on a vacation package purchased through Expedia.com
Our records reflect on April 28, the customer accessed Expedia.com and self-booked Itinerary #*** for a package reservation for a stay at the *** ** *** *** *** * *** ** *** *** *** *** to check in October 17, and checking out October 23, 2016, round trip flights from ***, *** with corresponding dates, airport transfers, and travel insurance. The customer noted finding lower pricing sometime later and submitted a request for consideration under our Best Price Guarantee program on May 18, 2016.
Expedia does not make pricing adjustments to paid bookings if prices change, except within the parameters of our Best Price Guarantee offer and the refunds from that program must meet the stated terms and conditions, published on our website.
Mr***’s request for consideration under this offer was reviewed but did not meet the program terms and Expedia notified him by email that we were not able to provide a refund.
At the request of the Revdex.com Expedia reviewed the request information again; however we are unable to provide a refund for this reservation. This request does not meet the terms and conditions set forth in our Best Price GuaranteeFollowing is a link to the Expedia Best Price Guarantee Terms and Conditions which are provided on our website:http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US:
Item #in the terms and conditions of the Best Price Guarantee state:
Must be "Apples to Apples" ComparisonThe Best Price Guarantee is available only for exact itinerary matchesFor example, the specific airline and cabin class (First, Business, Premium Economy or Coach/Economy), hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com
As the customer’s complaint notes, the lower price was for a different flight, making it ineligible for price matching
Flight pricing varies according to times, airlines, and many other factors and all pricing is set by the airlines. Airline rules do not allow for flight changes without penalties, which can be accessed from within the customer’s itinerary. Expedia.com acts only as a third party intermediary for the travel vendors who utilize our services. We cannot override the terms and conditions set forth by our vendor partners. While we offer price matching on exact travel items, when all conditions are met, we cannot make changes to flights, to obtain lower pricing, because the airlines are the merchant of record and would not waive the change penalties.
We regret that our response cannot be more favorable; however we will not be providing a refund for this 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

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, *** ***

July 8, 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 youExpedia is responding to the consumer complaint from Ms*** *** (Revdex.com ID number ***) regarding a hotel reservationOur records indicate on February 17, 2015, the customer self-booked a hotel reservation using the Expedia websiteWe understand from the complaint, the customer is requesting assistance in regards to changes with her hotel due to hotel renovationsUpon receipt of the Revdex.com submission, we have verified this issue was resolvedThe customer’s new itinerary reflects the hotel changesExpedia apologizes for the complications that the customer experienced prior to travelWe regret they had a less-than-satisfactory experience when using one of our vendors, and we hope that our relationship will not be negatively affectedWe apologize for any inconvenience this delay may have causedWe 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