Expedia Inc

December 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 Mr*** We regret to hear he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr*** *** (Revdex.com case number ***) regarding car insuranceIn order for Expedia to refund the third charge for insurance, we will need the itinerary number in which the reservation was chargedIf the customer has yet booked a new itinerary, upon the completion of his booking a $refund will be processedAt this time we are requesting the customer please provide a copy of the third itinerary number associated with the third charge of insuranceThe customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will assist furtherWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S.Tier Customer Service

Complaint: ***I am rejecting this response because:The information cited by Expedia is not accurate All of us on the *** *** flight were offered the option of a refund due to the delay which caused many of us to miss our connections We were not offered assistance in re-booking: we were told that all flights were filled in the days following June When I was able to speak with a *** *** customer service person, I was told that I could not get re-booked because a (full) refund had been issued The *** *** contract of carriage states that a customer is entitled to a full refund if the airlines fails to provide timely departure *** *** indicated that Expedia would provide the refund since I booked through them Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Hello Revdex.com, I am pleased to provide assistance with case # ***Below are the findings regarding this case.
Customer Complaint: The customer cancelled itinerary *** as he was unable to travel because his brother was in an accidentAt the time of the cancellation, only a
partial refund was processed to his credit card in the amount of $USD. The customer is requesting a refund for the remaining balance of $USD.
Findings: According to our records, the guest secured this reservation on Reservetravel.com November 10, for arrival November 11, and departure November 13, At the time of the booking, the guest agreed to the following cancellation policy: Cancellation policyWe understand that sometimes your travel plans changeWe do not charge a change or cancel feeHowever, this property (Omni Dallas Hotel at Park West) imposes the following penalty to its customers that we are required to pass on: Cancellations or changes made after 11:AM ((GMT-06:00) Central Time (US & Canada)) on Nov 10, 2016, or no-shows, are subject to a Night Room & Tax penalty.At the time of the cancellation on November 11, 2016, the reservation was inside the cancellation policyThis explains why a charge for a night room and tax penalty was withheld from the guest’s refundAs such, the guest was only refunded one night. Our records indicate the first record of contact with our customer care team occurred on November 15, At that time, the care agent confirmed the reservation was cancelled inside policy and no further refund was due.
Resolution: To resolve this issue, we contacted the Omni Dallas Hotel at Park West to ask they waive the charge for the cancellation due to the guest’s circumstancesRegrettably, the hotel declined to waive the penalty according to the cancellation policy agreed to at the time of bookingAs such, we are unable to process a refund for the remaining $USD balance as the guest requested. Thank you for bringing this matter to our attention. Thank you,Charisa B.Customer Relations Specialist

March 3, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Case Expedia #: O-*** 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 a refund On February 21, 2017, we received receipt of the Revdex.com complaint Our records reflect on October 25, 2016, the customer self-booked a combinable one-way flight reservation for *** *** and *** ***Travel is on Delta Airlines, departing June 21, 2017, from Raleigh Durham, North Carolina to Bridgetown, Barbados; and returning on June 28, 2017, from Bridgetown, Barbados to Raleigh Durham, North Carolina with American Airlines, via itinerary number ***The customer is stating due to an airline schedule change the outbound flight was canceled; however the customer has not received the 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 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 Delta Airlines and American Airlines were the operating carriers 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 Please note that a combinable one-way fare ticket is a roundtrip itinerary made up of two one-way flights, each with its own fare rules related to the ticket, including cancellation and refund policiesThis information, and the fare rules associated with the outbound and return flights, was displayed to the customer at the time of booking Upon further researching this matter, we can confirm on February 14, 2017, the customer contacted Expedia regarding the airline schedule change and requested the refundExpedia received the authorization from Delta Airlines and submitted the refund request to the airlineExpedia advised the customer that the timeframe for the refund from the airline is up to 8-weeks; which is a standard for all airlines In reviewing the customer’s account, the airline processed the refund on February 16, 2017, back on to the original form of payment which is a MasterCard ending in ***Expedia cannot expedite the refund timeframe from the airline. The customer return flight with American Airlines is active for travel on June 28, We hope the customer understands since Delta Airlines issued the refund Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention. Sincerely, Delia K*** Corporate Customer Service

Complaint: ***I am rejecting this response because: As you will see in the above e-mail from Expedia, my flight with Spirit Airlines, from Tampa to Philadelphia, failed to be confirmedAs you will see on the second e-mail, I finally was able to book this flight and get it confirmed on January This was the same day that I tried to cancel my flight, placing me firmly within the companies full refund cancelation policyHad this flight been confirmed in the fist place, and had I been provided with confirmation information, I would have been able to cancel the flight from the beginningAs that was not the case, I had to wait until Expedia confirmed the flight and I was provided with the confirmation information, before I was able to cancel this flightUnfortunately, the reservation says that it has been in place since the original booking timeWith the failed information from Expedia and no confirmation number provided to me I was unable to cancel any sooner.I have spent a great deal of precious time on the phone being juggled between Expedia Customer Service and Spirit Airlines Customer ServiceThe customer service on both sides was slow, had trouble understanding my problem and explaining themselvesI was often sent back to Spirit Airlines customer service despite asking Expedia customer service MANY times not to be sent back to them. Sincerely,*** ***

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, Inc
is 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. We understand Ms*** is asking Expedia to refund charges made by the *** *** Hotel during a recent stay
Our records indicate on February 13, the customer accessed Expedia.com and booked itinerary # *** for the *** *** Indianapolis, Indiana to check in on April 8, and checking out April 10, 2016. The customer chose the “Hotel Collect” option, which meant she would pay the hotel directly, upon arrival. Expedia did not debit the customer’s account for this booking
The customer contacted Expedia and asked to cancel the first night of her reservation and Expedia sent an itinerary change to the *** *** stating the customer’s request and received a confirmation that the request was receivedThe hotel did not notify Expedia of any pricing change for the one night stay
Upon arrival the customer was charged a higher rate than the two night rate she had received when booking on Expedia and contacted our customer service line regarding the pricing discrepancy.
Expedia contacted the *** *** speaking with ***, the Front Office Manager, who stated they would not provide a refund to the customer as they did receive the reservation change, however they could no longer honor the two night discount provided with the original booking and the customer was charged the one night rate of $plus taxes and hotel fees. As the customer chose direct payment to the vendor, Expedia could not force the hotel to adjust the pricing.
While Expedia regrets the positon the *** *** took, we do not feel this was an error on the part of Expedia. We cannot agree to a refund of the full amount the customer paid for her stay at the ***, as she did utilize the hotel and their services. However, as a goodwill gesture, on May 12, Expedia has processed a credit in the amount of $210.00, the difference in the base rate of the per night Expedia pricing, for the two night itinerary, and the $one night base rate the *** charges. All taxes and hotel fees charged by the *** remain the responsibility of the customerThis effectively provides the customer a base night fee of $189.00, the nightly base rate of her Expedia Itinerary. The credit has been applied to the form or payment provided by the customer during the booking process and the amount of time it takes for the credit to be available in her account depends upon how quickly her bank processes refunds
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 do not really care how many times Expedia explains the regulations and rulesIt seems I'm not getting through to them since they aren't addressing the issue that the manager didn't call me back for two whole days and lied and said she notated the account which she did not doLike I said, I'll take my business elsewhere and won't recommend this company to anyone
Sincerely,
*** ***

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

August 6,
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 hotel reservation. We understand Ms*** is reporting that her credit card was fraudulently used to book a hotel on Expedia.com
We have attempted to find a booking itinerary or a customer account with the information the customer has supplied and are unable to locate either to research this issue.
Expedia.com does not store customer credit card information so for someone other than Ms*** to book a reservation through Expedia’s site they would had to have obtained her credit card information, and entered it into our system when making the booking. Filing a complaint with her credit card company, as she did, was the most expedient way to have the funds returned to her, and protect herself from further misuse of her account
Expedia regrets the service she reports receiving was less than satisfactory. Comments such as hers are read by numerous people within Expedia and help shape our policies and practices. It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available. We would like to assure Ms*** that her business is important to us
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
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #:
Itinerary # ***
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 Best Price Guarantee Refund. We understand Ms*** is writing concerning her refund not being the correct amount
Our records reflect this matter was fully resolved on July 20, 2015, when Ms*** spoke with an Expedia agent who processed an additional refund in the amount of $29.77, in addition to two earlier refunds, for a total refund of $The agent also added the $Expedia Travel Coupon to her Expedia travel account. The time it takes to post the refund to her account depends on how quickly her credit card company processes refunds
Expedia regrets the inconvenience this situation caused our valued customer
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Roseanne G***
Tier Customer Service

August 23,
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 July 28, 2017, *** *** booked a two-night stay at the Hotel Vicenza from July 28, 2017, through July 30, We understand from Mr*** that he was not happy with the condition of the hotelHe stated that the advertisement was misleading and that some amenities were not availableHe also mentioned that he contacted Expedia but was offered no assistance
The feedback that Mr*** has provided to us will be helpful in looking at our vendor's customer service, and gauging our customers' satisfaction and perceptionsWhen travelers book on Expedia, we hope and expect that their travel will be a flawless eventShould unforeseen circumstances arise, we anticipate that the companies with which we do business will step in to fix whatever difficulties occur; we apologize that he was made to feel that this could not, or would not happen
It is never our intent to mislead or to cause inconvenience to our customers, and we are truly sorry that Mr*** was put in that positionPlease be assured that we are taking the necessary steps towards corrective action and quality assuranceWe have also shared Mr***’s comments with the appropriate members of our management team so that they too are aware of the issue at hand
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: Expedia is an intermediary between airlines and customers such as myselfExpedia has confirmed the tickets and price (please see the previously attached picture)I was able to on Delta and get my seats assignedTo me this is a true and final confirmation that my tickets have been confirmed (please see attached picture again)Cancelling tickets after confirming with the customer and after the customer has been able to go on the airline and pick seats without any notice whatsoever to the customer is absolutely outrageousI'm not a lawyer nor have money to sue Expedia but if I did I would! it's extremely disappointing and outrageous that between giants like expedia and delta the customer is the one that gets in the middle and with no tickets weeks after receiving the confirmationThe only thing I can do is avoid buying expedia ever - which I'll of course will - but it sounds like there is nothing else I can doYou'd expect this to happen in a country that has no freedom and no laws, but this happening in America is absolutely outrageousI could have gone to the airport and think that I had my tickets and than being turned down at the airport with my family and my kids?? Absolutely outrageous!!!Sincerely,*** ***

Complaint: ***
I am rejecting this response because:Whatever 'early check in process' that *** is referring to, took place when it was already far too late to cancel the reservation without a 100% penalty for doing soAs a result, we were forced to take a cruise that was less than we were expecting and included less than what we paid forExpedia already knew that ports of call had been changed prior to when I booked the cruise, yet still decided to falsely advertise a cruise that, even at the point of my initial booking, didn't actually exist in its advertised capacityThe main issue is with Expedia itself and their unethical business practicesDue to the fact that we received 2/of what we paid for, we should receive, at minimum, a 1/refundI was also already previously promised a $Expedia credit due to this issue prior to even contacting the Revdex.com that was never actually issuedExpedia are the ones that errored and Expedia should be the ones to offer a satisfactory resolution.
Sincerely,
*** ***

Complaint Department
Re: Expedia Case #: O*** **
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** ***. We regret to hear Mr*** did not accept our response and/or resolution offered
As previously advised, on October 10, On September 16, 2016, the customer contacted Expedia to cancel the package reservation due to Hurricane Matthew. Expedia advised the customer the airline and the hotel did not have any cancellation policies due to the storm at the time the customer contacted Expedia
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 providersEach vendor has its own specific set of policies and procedures as does each booking purchased
The customer has used the reservationExpedia cannot honor the request for the refund or compensation due to hold time contacting Expedia
Please accept our apologies in regards to the hold times you experienced while attempting to contact our Customer Support departmentExpedia encountered high call volume due to the storm
Expedia 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***
Tier Customer Service

Complaint: ***I am rejecting this response because:
Expedia is mis-stating the facts. We did not call Expedia to cancel the reservation. Rather, Alitalia suspended the airline tickets so we could not use them. This disrupted our travel plans. When we called Alitalia to understand what happened, Alitalia informed us that Expedia made an error in the booking which caused them to suspend the tickets. We asked Alitalia to issue a refund for the tickets since we could not use them. Alitalia said that since we purchased the tickets through a travel agent (Expedia), all requests must be made by the travel agent and we could not communicate directly with the airline
A couple of months ago we sent Expedia all the documentation that they and the airline requested. We still have not received the refund. Expedia and Alitalia cannot take an indefinite amount of time to issue a refund on a ticket that they unilaterally cancelled. We believe that they must process this case expeditiously and issue a refund promptly. Or at the very least inform us how long it will take to issue a refund.Sincerely,*** ***

Complaint: ***
I am rejecting this response because:I'm very disappointed in how Expedia is managing this caseI've never had any issues before, but now, knowing how they treat their customer, I'll have it in mind before buying anything from them againAnd of course, it's not only meWe are a group of people in the same situationMy +Silver status in Expedia means nothingWhen I have a problem, like in this case, they are just washing off their hands and I have to be calling and fighting directly with the airline and the hotelThen, why should I be booking through Expedia if they don't care if something goes wrong, delayed or changed?Because Expedia is earning money on this transaction, commission or percentage for sureI thought they were my advisors and if something changes, they will notify me and help me work around it with alternativesI had to buy en extra hotel night (of course I didn't do it in Expedia), I had to deal with the airline to see alternate flight schedules, I had to change my car rentalAll that without Expedia, because after selling me everything, they can't help me anymoreIf I have to do everything directly with the Hotel, Airline and Car Agency, Why did I payed Expedia for? What is their involvement in this matter? Only to collect my money and then move on to collect somebody else money?Very disappointedAnd I didn't want my money backI just wanted Expedia to fill a little responsible and helpfulA simple phone call with somebody giving me alternatives or a warning on their web-page that something has change would have been helpful
Sincerely,
*** ***

December 10, 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 case ID ***) regarding a flight reservationOur records indicate November 23, 2015, the customer self-booked a non-refundable flight reservations using the Expedia.com websiteTravel was with Virgin AmericaWe understand from the complaint, the customer is requesting to change the flight reservation with no airline imposed exchange fee and in addition, at the same price as when she booked itExpedia 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 purchasedUpon receipt of the Revdex.com submission, we were able to verify on November 30, 2015, the customer contacted Expedia requesting to exchange her reservation due to extenuating circumstancesThe assisting representative advised the customer of Virgin America’s policies and procedures regarding changes which also were agreed to at the time of booking by Ms*** and which can also be found on the customer’s itinerary: • Refunds and Changes This fare is nonrefundable • After departure, no refunds, changes, or cancellations are allowed As a travel agency, Expedia is subject to the rules and restrictions of the vendors and act only as an agent for their product and we do not have the authority to override or to change their policiesWe contacted the airline directly on behalf of the customer and the airline authorized to waive any change feesHowever, it is the customer’s responsibility to pay any increase in fareAt that time the customer chose to contact the airlines directlyIf the customer’s issue has still not been resolved, we ask she please feel free to contact our Customer Support Representatives who are available to assist her hours a day, seven days a weekWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S*** Tier Customer Service

March 22,
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
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
Our records reflect on December 31, the customer contacted Expedia to book a stay at the Grand Bahía Ocean View Hotel, *** *** checking in March 5, and checking out March 7, 2017. The customer has reported that the hotel uses a solar system for heating water and it was not operating during their stay. Regrettably the hotel did not disclose this in their information provided to Expedia. However we have confirmed by phone that the customer is correct in their statement.
It is never Expedia’s intention to inconvenience our customers and we regret the hotel did not meet their expectations and that our own customer service did not resolve the issue at the time of the customer’s call.
As requested by the customer, on March 22, Expedia has processed a refund in the amount of $back to their original form of payment. The amount of time it takes for the credit to be available in their account depends upon how quickly their bank processes refunds.
As a courtesy, we have also provided their online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within their Expedia accountWe hope they will allow us the opportunity to improve upon their experience in the future
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 Corporate Customer Service

May 11, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms***We regret to hear that she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Ms*** *** (Revdex.com ID number ***) regarding a package reservationAs stated previously, Delta 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), not ExpediaAs the customer booked a non-refundable flight, and as the merchant of record was Delta Airlines, Expedia is unable to offer a refundThe Expedia representative however offered the customer a $travel coupon as a courtesyExpedia strives to provide the highest level of customer service, and we are sorry Ms***’s recent experience did not live up to that expectationWe regret we were unable to resolve her issue immediately during her first call, and the service she received was less than satisfactory to herWe have provided her comments to our management team in an effort to improve overall customer experience with respect to proper call management and system proceduresAs we must abide by the terms and conditions agreed to by the customer at the time of booking, Expedia is unable to issue an additional refund or compensation as requestedWe thank you for allowing us the opportunity to address the issues which have been 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