Expedia Inc

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

July 3, 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 Mrs*** *** (Revdex.com ID number ***) regarding an activity reservationOur records indicate on June 1, 2017, the customer self-booked an activity reservation through the Expedia.com websiteWe understand from the complaint, the customer is requesting a refund claiming incorrect information on the Expedia websitePlease note that Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies, airlines and activities and is subject to the rules and restrictions of those providersWe do not own or operate any agencies, and we do not set any refund or cancellation policiesExpedia relies on our vendors to provide up-to-date and accurate information so we may post this information on our website for our valued customersAt the time of booking and located on the customer’s confirmed itinerary which was emailed to the customer, it states: • Location: Dorsoduro, 423, Venice, 30123, ITA Map and directions • Redemption location Accademia di Belle Arti di Venezia Dorsoduro, 423, Venice, 30123, ITA • Redemption instructions Upon arrival at the redemption location, please present your confirmation/voucher or photo ID in exchange for your activityThe meeting point is in front of the white marble Accademia Bridge Arti (Venetian Academy of Fine Arts)This is near the Accademia Bridge and the Accademia vaporetto (water bus) stopYour guide wears a City Wonders branded jacket during the winter and a blue polo shirt during the summer for easy recognitionIn addition there are two telephone numbers for the customer to contact along with maps and instructionsThe customer contacted Expedia requesting a refund due to inaccurate informationExpedia contacted City Wonders Limited and they refused to refundWe 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:They changed the insurance policy from one invoice to another as stated in original messageBait and switch of insurance once we tried to cancel the package.
Sincerely,
*** ***

August 31,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the
Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Our records reflect that on August 27, 2017, Mr*** booked two itineraries on our websiteThe bookings included travel insuranceWe understand from Mr*** that he canceled both itineraries on August 28, 2017, but has not been refunded for the insurance on them
We have reviewed your account and located the bookings in questionWe confirmed that both itineraries have been voided and the refunds for the airfare are pending from Delta Airlines and China AirlinesWe have also confirmed that refunds for travel insurance have also been processed for bothRefunds like this usually take between 3-business days to post
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

July 17,
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 customerWe
appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Inc.is 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 May 29, 2015, Mr*** booked a two room four-night stay at the *** * *** *** from June 8, 2015, through June 12,
We understand from Mr*** complaint that he is requesting that 50% of what he paid for this being be refundedMr*** stated that there was no internet access although the room description mentioned that free internet was availableMr*** also stated that he the property had to undergo repairs to their air-conditioning which left them without air for one of the four nightsHe feels that this issue affected the property’s star rating
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 customers book on Expedia, we hope and expect that their travel will be a flawless eventShould unforeseen circumstances arise, we anticipate that our travel partners will step in to fix whatever difficulties occur; we apologize that that this did not happen
As you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotelsAll information found on our site is maintained by the individual propertyWe rely solely on the information they provide usStill, if an Expedia member has an unsatisfactory experience with travel booked through Expedia.com, we want to take appropriate action to ensure another member does not have a similar experience
We spoke to Mr*** on June 19, regarding his experiencePer our documentation, two $Expedia Travel Coupons were offered and accepted for the inconvenience associated with these issuesWe reviewed Mr*** account and have confirmed that the coupons were deposited on June 19, 2015, and are available for immediate useThese coupons can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupons are valid for one year from the date of issueWe hope that Mr*** will allow us the opportunity to improve upon his experience in the future
Unfortunately, we feel that no further compensation is due on this occasion, and would again like to offer our apologies for any disappointment caused as a result
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 Customer

November 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 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 Leneard Rabsatt (Revdex.com case number 12464800) regarding a flight. We understand MrRabsatt is seeking a refund for our of pocket expenses incurred due to a cancelled flight booked using Expedia Inc We researched this matter further and our records show a flight reservation was booked online by MrRabsatt or an authorized user to their Expedia account on October 9, We show the return flight was cancelled by the airlines due to Hurricane Irma; as a result we can process a refund for $you should expect to receive the refund within business days on card ending However in regards to the cost the MrRabsatt paid for alternative travel arrangements we are unable to honor this refund request for $as the unfortunate incident is beyond the control of ExpediaYou may want to file a claim with your travel insurance if applicable We show no indication the flight never existed but rather it was cancelled by American Airlines Please be advised at the time of booking, you agreed to our Terms of Use, which expressly provide as follows: The carriers, hotels and other suppliers providing travel or other services on the Services are independent contractors and not agents or employees of the Expedia CompaniesThe Expedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority 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 Ramsey Corporate Customer Service

Revdex.com:Per your request I have attached below the email the flights were booked with, as well the confirmation number.Email Flight booked with: ***@gmail.comConfirmation number: *** * *** ***

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

September 14,
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
%

Complaint: ***
I am rejecting this response because:I will also state that I signed up to become a a prime member of ExpediaWhen I canceled the reservation I received no cancellation numberAlso my login even as of today does not workIn addition when what doesn't make sense is that Expedia knows when I canceled the reservation because when I called a few days after the voice message said that it was canceled and I would receive my refund soonWhen I called and spoke to the representative she also refused to give me a cancellation # as well.
Sincerely,
*** ***

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,*** ***

April 5,
Revdex.com
Mid-Western and Central Ohio
Complaint Department
Re: Expedia.ca Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.ca 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.ca is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
As we have received *** *** complaint via multiple high visibility channels, such as Public Relations and Social Media and now the Revdex.comHis complaint is being reviewed by the highest level of escalation within Expedia.ca and, as an organization; we will review and provide an appropriate response
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

July 10,
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 Mr*** *** (Revdex.com case number ***) regarding his reservation
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case
Sincerely,
Lidiya N***
Tier 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

March 21,
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 Ms*** is requesting that Expedia change the dates or issue a full refundOn March 14, 2017, we received receipt of the Revdex.com complaint
Our records reflect on February 26, 2017, the customer self-booked a package reservation for *** * *** and *** * ***Travel was on *** Airlines, departing March 14, 2017, from New York to Puerto Plata, Dominican Republic; and returning on March 18, 2017, from Puerto Plata, Dominican Republic to New YorkThe package includes a hotel stay for the Be Live Collection Marien-All Inclusive, via itinerary number ***The customer is stating that the flight was canceled due to a winter stormThe customer is stating they contacted Expedia to change the dates for the reservation; however the dates have not been changed
Upon further researching this matter, we can confirm on March 14, 2017, the customer contacted Expedia advising that the flight was canceled due to the winter stormThe customer requested that we change the reservation dates for March 17, 2017-March 21, Expedia contacted the hotel; however they were unavailable
Expedia sent an email to the hotel requesting the date changes due to the storm and advised the customer we would contact them once the hotel replied back
In reviewing the account, the customer’s date changes were done for March 17, 2017-March 21, 2017, for the reservationExpedia can confirm that the customer did use the tickets for the flight and for the hotel
Since the customer’s date change request was already done and the customer did use the reservationExpedia 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 Expedia acknowledged during the call they could helpThat is why we were on the line for one hour and minutesIf your following were cut and dry and never had exceptions, then why did you keep us on the line for so long? Why were we working with you to actively search later flights that day or next day only to be conveniently disconnected? It is not logicalAdditionally, any reputable company understands there are extenuating circumstances to any policyWe called and notified you well before our flight departure time which is why you were trying to help usYour customer service rep was on the line with JetBlue trying to change the flight, which would have only been subject to a change flight feeRather, we were forced to buy new tickets for later that day with a different airline. 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

Complaint: ***I am rejecting this response because: the Expedia agent who responded to my complaint 1) did not understand the complaint and 2) offered no satisfactory solution However, I was able to reach an Expedia supervisor on the phone today who was able to 1) to understand my complaint and 2) resolve my complaint to my satisfaction Thus, no further action needs to be done I consider this matter resolved and closed.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 youExpedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding their reservationsAs 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 websiteAgain, 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, Tier 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 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 *** * *** (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