Expedia Inc

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 me
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, *** ***

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 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

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

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

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,*** ***

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,*** ***

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

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

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,
*** ***

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

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

February 17,
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
Our records reflect on January 3, Ms*** accessed Expedia.com and self-booked itinerary #*** for flights for two departing from Fort Lauderdale, FL on February 16, to Cancun, Mexico, returning February 19, and a stay at GR Solaris Cancun & Spa - All Inclusive for corresponding dates.
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 purchasingWe provide selection details, including the vendors terms and conditions, on several pages for your review, including the final payment screen
The hotel Ms*** booked was refundable until February 6, 2017, per the vendor’s stated termsAt the customer’s request, on February 1, Expedia processed the cancellation and refund for the hotel portion of the itinerary.
The flights booked through Jet Blue Airlines provided the following terms during booking:
* Tickets are nonrefundable, nontransferable and name changes are not allowed
Expedia.com serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines and does not own or operate any travel services; as such we must abide by and enforce the terms and conditions set forth by the vendors who utilize our booking services
Jet Blue Airlines is the merchant of record for the flight portion of this itinerary, which means they are the billing party and any refund for air reservations would need to come through them. On February 1, Expedia contacted Jet Blue to advocate on behalf of the customer however, due to the rules and restrictions Ms*** agreed to at the time of booking, Jet Blue advised they will not offer a refund for the itinerary.
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

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,
*** ***

August 5, 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 Spandan Patel (Revdex.com ID number ***) regarding flight reservationsPlease accept our apologies in regards to any difficulties or inconveniences that may have occurred during your booking attemptExpedia would like to assure the customer that their business is important to usAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, flights, and airlines of their choice though the actual cost of the airline ticket is charged by the carrier directly, not ExpediaThe Expedia website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the availability will changeThe change can occur at any time during the booking process; so it may appear that flights are available however at the time the credit card information is entered, the updates or changes would appearWe 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

October 7,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customer. We appreciate the Revdex.com allowing us to address the
comments and concerns which have been brought to our attention
Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a reservation booked on Expedia.com
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case
Sincerely,
Tier Customer Service

August 3,
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 July 15, 2015, Mr*** booked a one-night stay at the *** *** *** Airport from August 8, 2015, through August 9, We understand from Mr*** complaint that he was not happy about the amount that he was chargedHe mentioned that the price increased by the time he completed the booking
We regret that Mr*** experience with Expedia was not to his satisfaction; however, please be advised that Expedia uses a real-time reservation database used by travel agents worldwide, listing actual hotel availabilityIn other words, rates are subject to change and are only certain upon purchaseIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr*** feels Expedia has done so
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

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 response and/or resolution offered
At this time Expedia is unable to adjust the remaining points to the customer’s accountExpedia cannot provide a timeframe on when the remaining points will be added; however we can confirm that Mr*** will receive all points back into his accountOnce this issue is resolved, Expedia will update the customer
Expedia will cancel the coupon and process a refund for the amount of $Expedia cannot offer any further compensation for this matterExpedia 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