Expedia Inc

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

August 11, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-*** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer response from Ms***Expedia, Incis responding to the consumer complaint from Ms*** *** (Revdex.com ID number ***) regarding a car reservationOur records indicate on June 8, 2016, the customer self-booked a package reservation which included a flight and car reservationWe understand from the complaint, the customer is requesting a refund for additional charges incurredAt this time we ask the customer to submit a copy of the car receipt ($594.00) which the customer referred toThe customer may submit the document through your complaint submission on the Revdex.com websiteUpon receipt of this information we will further assist them in resolving this issueWe 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

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,
*** *** ***

Complaint: ***I am rejecting this response because: They need to contact the company that is the holding of *** ***, which is *** *** ***, I believe. All the locals new about it except the United States. This is unfair to me or anyone else that went to this resort without being informed. I had no choice but to stay there. Where was I going to go especially if I am in a different country and do not know where I am or where to go. This is stupidity on behalf of Expedia Inc. I still demand a refund on the hotel. They need to know who their sources are when they have contracts with the hotels. I will not accept this lousy excuse.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

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,

Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns
which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from Ms*** *** *** (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,Corporate Customer Service

Complaint: ***
I am rejecting this response because: First, and this is a good example of the terrible communication from Expedia from day one of contactWe did NOT have a ticket leaving Greensboro NC...We had a ticket leaving from Greenville, SC. If I had a dollar for every time I corrected the myriad of agents I spoke with - whether it was the spelling of our name, the departure cities, the promises made by other agents at Expedia, the lies the agents told us, I wouldn't be asking for ANY refund. We understand the $penalty...per ticket...per flight but what we don't accept is that we were only changing the first leg of the flight NOT BOTHWe agreed to pay $x (leg and tickets) because the 2nd flight on the trip REMAINED the sameWe understood the policy but felt the penalty for the 2nd leg of the flight was very unfairIt didn't change! Even leaving from a closer airport to our new home would have allowed us to keep the EXACT same 2nd leg of the flightThe exact flight, time and flight number and airlineThis was our original argument! We were not trying to be difficult, just take a trip through a company we thought was honest and trustworthyWe were NOT cancelling our tripWe were not changing dates or revising both legs of the trip's ticketWe were only asking to change the departure city and WILLING TO PAY THE $PER PERSON PENALTY PLUS ANY UPCHARGEWe were promised on numerous calls to Expedia that we had received a deeply discounted airfare and that's why they were justified in charging us huge penalties -- it wasn't that great of a deal as we soon found out when we purchased new tickets through AeroMexicoWe purchased the tickets - after cancelling through Expedia on December 26, - at a nominal charge over the Expedia price that was to be the "best deal around" to quote one of the people we spoke toWe didn't receive a 'discounted fare' at allWe have learned our lesson to be sureExpedia sold two tickets which will NEVER be used and profited handsomelyAeromexico sold FOUR tickets and two will be used and profited handsomelyAnd...Delta Airlines (The Expedia rep urged me to plead my case with them to get me off their phone line) was VERY willing to reticket with the new departure ticket AND not charge a penaltyIt was only after they discovered that Expedia had given the ticket's full control to Aeromexico that they were unable to assistExpedia verified this and 'apologized'. This is a mess and unnecessaryWe should at the very least receive the amount less the penalty of $from Expedia. At the very least.
Sincerely,
*** ***

June 1, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case Numbers O-*** Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from Ms*** ***. We regret to hear Ms*** did not accept our response and/or resolution offered. In researching further, we are able to confirm the original request submitted to refund the airline penalty fee of $is still pending for processing. We were also able to locate the airline ticket exchanged for Ms*** ticket which qualifies the customer to receive a refund of $for the airline penalty fee as covered under the Expedia Vacation Waiver To expedite Ms*** request, on June 1, 2015, two refunds were processed for the airline penalty cancellation fees totaling $800.00, to the original form of payment. A refund of $will post against itinerary number *** for *** ***, *** ***, and *** *** to the original form of payment (reference number E-***); and $will post against itinerary number *** for *** *** to the original form of payment (reference number O-***). The time that it takes for the refund to post to the account depends on how quickly the credit card company processes refunds. We apologize for the delay in resolving this matter. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,*** ***Tier Customer Service

September 29, 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. The information provided in your comment was not linked to an account or itineraryWe ask that you please provide us with an itinerary number or the email address used to make your reservation so that we may fully review the concernsWe 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***My email address is ***@yahoo.com and the itinerary number is ***.Sincerely, *** ***

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our 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

May 9, 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 refundUpon receipt of the Revdex.com submission, we have verified this issue was resolved on May 2, Expedia processed a courtesy refund in the amount of $back to the customer’s original form of paymentThis amount represents the difference between the two faresThe time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refundsAs a reminder, 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 vendorsEach airline has its own specific set of policies and procedures as does each ticket purchasedFrontier Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card)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*** Corporate Customer Service

July 14,
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 flight reservation
Our records indicate that on December 26, 2014, the customer self-booked a package reservation for five travelers using Expedia’s websiteThe package included flights, hotel accommodations, travel insurance, transportation and activitiesMrs*** states that one of the travelers was denied boarding due to issues with his ticket and she purchased a new ticket directly from the airline in the amount of $3879.00, for which she is requesting compensation
We have verified that this issue was resolved on July 1, 2015, when the customer was contacted by Expedia’s Corporate Customer Service TeamA refund in the amount of $was issued on the same day, back to the original form of paymentThe time it takes a refund to post to Mrs*** account depends on how quickly her credit card company processes refunds
We regret Mrs*** experience was not as we would have hoped, and any subsequent inconvenience 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 us
Sincerely,
Lidiya N***
Tier Customer Service
%

June 24, 2015 Revdex.comAlaska, Oregon & WesternWashington Complaint Department Re: Expedia Case #: O-*** Dear Revdex.com, Thank you for taking the time tocontact Expedia, Incregarding an issue from our customer. We appreciate the Revdex.com
allowing us to addressthe comments and concerns which have been brought to our attention. Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from you. Expedia, Incis responding to theconsumer complaint from *** *** (Revdex.com case number ***) regarding ahotel reservation error. We understandMr*** is requesting a refund for charges levied by the hotel due to anaccounting system error on the part of ExpediaOn June 24, we attempted tocontact the customer to acknowledge receipt of their Revdex.com complaint. Our records indicate on May 18, 2015the customer accessed Expedia.com making a non-refundable reservation at the*** *** Broomfield, Colorado to arrive on June 8, and checking outJune 13, 2015. The customer contactedExpedia on May 20, to request a change to his itinerary, cancelling thelast two days of his stay. As this was anon-refundable reservation, Expedia contacted the *** *** to advocate onbehalf of the customer and gained the hotels approval to change the reservation,and make a refund in the amount of $to Mr***. The refund was processed on May 20, andthe itinerary was modified for booking from June 8, through June 11, 2015at a cost of $487.74. The revisedreservation was to remain paid in full Upon arrival, the guest was informedthat the debit to Expedia for his three day stay would not process correctlyand the customer would be charged for the amount not authorized byExpedia. On June 24, Expedia hasspoken with ***, the front office manager, who was on duty and handled thisissue with the customer when he checked in on June 8, 2015. *** from *** *** has confirmed thecustomer was charged an additional $by the hotel for his three nightstay. Expediaregrets the service our customer received was less than satisfactory. Comments such as his are read by numerous people within Expedia and help shapeour policies and practices. It is never Expedia's intent to inconvenienceour clients and it is disheartening when our clients feel we have not met thestandards to which we hold our organization and employees, as we attempt toprovide the most efficient, quality customer service available. We wouldlike to assure Mr*** that his business is important to us. On June 24,Expedia has processed a refund in the amount of $back to thecustomer’s original form of payment, to reimburse him for the additional chargefrom the *** *** ***. The time ittakes for the credit to be available in his account depends upon how quicklyhis bank processes refunds In addition, wewould like to provide the customer with a $Expedia Travel Coupon thatcan be redeemed toward the future purchase of an Expedia Special Rate Hoteleither as a standalone reservation or in a Vacation PackageThe coupon wouldbe valid for one year from the date of issue and immediately accessible withinhis account, once issuedHowever, travel vouchers can only be issued to permanentaccounts which customers can re-enter at any time. Travel vouchers cannot be placed in a guest/singleuse account, which is what the customer used to book this itinerary. We have searched and do not find a permanentaccount under the customer’s name or email address. We will be sending a separate email to thecustomer inviting him to open a permanent Expedia.com account and provide uswith the account number or email address that he uses. We will be happy to add the coupon to hispermanent account as our way of saying we do truly apologize for the issue hehad with this reservation. We hope hewill allow us the opportunity to improve upon his experience in the future. We thank you for allowing us theopportunity to address the issues that were brought to our attention. If you have any further questions or concernsregarding this matter, please feel free to contact us Sincerely, *** ***Tier Customer Service

February 11,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms*** is requesting that Expedia to honor the original priceOn January 29, 2016, we contacted Ms*** to acknowledge receipt of their Revdex.com complaint
On January 24, 2016, the customer attempted to book a package reservation using Expedia.com website, for two travelersTravel was on Frontier Airlines, departing February 6, 2016, from Denver, Colorado to San Francisco, California; returning on February 8, 2016, from San Francisco, California to Denver, Colorado. Car rental reservation was with Dollar Rental Car, picking up on February 6, 2016, and dropping off on of February 8, at Denver, Colorado The reservation was not confirmed and was saved under itinerary # *** under the email associated with the account; ***The customer is stating she was having issues booking the package reservation, and contacted us; Expedia advised reservation was confirmed
Expedia strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policiesShould they have problems, we do advise them to contact us immediately before booking the itineraryWe can confirm on January 25, 2016, the customer emailed us advising she did not receive her itinerary confirmation for itinerary # ***Our agent replied stating we were unable to locate that itinerary number and to provide additional information
We can confirm Ms*** contacted us on January 25, 2016, stating a previous representative had advised itinerary # *** was confirmedOur representative did advise the customer she had two saved itineraries, itinerary #*** and itinerary #*** that was a flight onlyBoth reservations were unconfirmedThe agent was able to find a confirmed itinerary number ***; however, it was for a car rental only. The agent began booking another flight reservation, but prices had increasedThe customer requested to cancel the car rental, which the agent complied and cancelWe have no record of Ms*** being advised her itinerary was confirmed
Expedia has reviewed the customer’s actual booking session and determine the customer did not finalize the two saved reservations as the website would advise her price had changed
As Expedia works from a live inventory, prices will fluctuateEach time Ms*** encounter an increase in price, she would perform another searchIn addition, we have no record of itinerary # ***While we regret the inconvenience the customer encountered, Expedia is unable to honor the customer’s request to rebook the flights at the same price
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Delia K***
Tier Customer Service

Complaint: ***
I am rejecting this response because: This does Not address the issue at all as it is in reference to an OLD issue This issue is regarding the refund for the $for the flight which had to be rebooked which was done March This response completely ignores my issue described and I request this $be refunded immediately.
Sincerely,
*** ***

March 31,
Revdex.com
E.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 December 29, 2015, Mr*** booked a roundtrip which included a roundtrip flight from l *** *** ** *** *** *** *** ** **for travel March May 14, 2016, through May 23,
We understand from Mr*** complaint that he received notice that his flight had been canceled and he was eligible for a refund as a resultMr*** states that he was informed that the refund will take about 7-weeks to reach his accountHe is not happy with the timeframe and wants the processed accelerated in order to receive the refund sooner
The services provided by Expedia are that of a third party intermediary, the airline; in this case TAP Portugal, is the merchant of record (i.ethe company who charged the customer’s credit card) and as such accepted the funds for Mr*** purchaseHe will also see the airlines name in the transaction information of his credit card statementAs TAP *** was the merchant of record, they are also the party who processed the appropriate refund to Mr***We regret that we are unable to offer Mr*** with a more satisfactory response to his inquiry; however Expedia has exhausted all options and resources available to us in an effort to assist
When issuing refunds, most airlines request up to two billing cycles for the credit to appear on a customer’s credit card statementPlease note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to them
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

June 14,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: O-***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** ***.We can confirm that this matter is being addressed via a different Expedia ChannelWe expect that a resolution will be reached very soonThe team which responds to Revdex.com complaints will not be the department to offer a resolution
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

May 30, 2017Revdex.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 car reservationWe understand from Mr*** complaint she requesting a refund of a car reservation and insurance.Our records indicate on March 11, the customer self-booked a car reservation with ExpediaThe customer reserved a Special Rental with Dollar Rent A CarThe car was due to be picked up on May 20, 2017, in Orlando, FL and returned to the same location on May 27, 2017.On May 30, Expedia contacted Dollar to inquire about the additional charges that the customer sustainedThey sent us a receipt displaying all the charges that were sustainedWe are able to confirm that the customer purchased damage waiver that totaled $Due to this the charges were higher than expected.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 Dollar Rent A Car was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulationsAs this was not an Expedia error we are unable to authorize a refund of the additional charges.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