Expedia Inc

March 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 Ms*** *** (Revdex.com Case number ***) regarding a hotel reservation
Our records indicate on February 19, 2016, the customer self-booked a Hotel Collect reservation using the Expedia.com websiteAccommodations were at the Country Inn & Suites By Carlson from February 19, 2016, to February 21, We understand from the complaint, the customer is requesting a refund
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 vendorsThe terms and conditions which were agreed to by the customer at the time of booking and are listed on the customer’s itinerary: • Cancellation and Change Policy: Refundable • Cancellations or changes made after 3:PM local hotel time, Friday, February 19, are subject to a hotel fee equal to night(s) plus taxes and feesCancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservationAs this particular reservation was a Hotel Collect reservation, no money was charged to the customer by ExpediaExpedia does not charge any cancellation or change fees for our hotels, however the hotel doesOn March 3, 2016, Expedia contacted the hotel directly on behalf of the customer verifying the chargesThe hotel stated the customer was only charged for one night as per the hotel’s terms and agreementsExpedia must abide by the terms and conditions agreed to at the time of booking, and as Expedia received no money from the customer, we are unable to issue a refund as requestedWe 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

August 17, 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 attention Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding their reservationAs 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 caseSincerely, Tier Customer Service

July 6,
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 Mr*** *** (Revdex.com case number ***) regarding a car rental reservation
Our records indicate that Mr*** booked a car rental reservation using Expedia’s website, itinerary ***The reservation was with ** *** ***, for a pick up on June 22, 2015, at 8:AM from *** * *** *** * * ***, Ontario, CA 91764, and drop off on June 26, 2015, at 8:AM at the same locationMr*** states the mileage details on the car rental booking are misleading and is requesting that they are modified
We have verified that Mr*** contacted Expedia on June 22, 2015, regarding this matterThe assisting representatives verified that the following mileage information was provided in the reservation’s rules and regulations:
** *** *** UNLIMITED RATES ARE FOR AIRPORT ARRIVALS ONLYLOCAL RENTERS RECEIVE FREE MILES PER DAY AND MUST PROVIDE PROOF OF INSURANCE
We regret Mr*** experience was not as we would have hoped, and any subsequent inconvenience causedExpedia welcomes customer feedback in our ongoing effort to improve upon the customer experience
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,
Lidiya N***
Tier Customer Service

Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for your responseWe have reviewed the documentation/new information provided to further address *** *** concerns
As previously advised, on November 28, 2016, the customer was not charged for any reservationIf the customer is showing a confirmed charged on their billing statement, Expedia request that the customer provide a letter head from the credit card company or bankThe customer can send the information via the Revdex.com link
If there are no confirmed charges on the customer’s account, 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:
I wasn't informed when I bought the ticket that is was "non-refundable" I was also told that I should buy the insurance in which I did buyI told the lady I new to doing this onlineWhat is the point of buying insuranceI ask the lady if I needed to know about anythingShe said no Please listen to the recordedconversation that took place and see where I asked a ton of questionDon't you think if I knew this was non refundable I would've made sure it was for sure and that she was okay to travelI WASN'T INFORMED and SHOULD'VE beenIt's wrong to not tell information to a customerI placed a call telling them she wasn't able to make it due to personal thingsBefore the flight date came upI was told then I would get a full refund back to my bank account in which I didn't.
Sincerely,*** ***

April 13,
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 you
Expedia is responding to the consumer complaint for Mr*** *** (Revdex.com case number ***) regarding a package reservation
Our records indicate that on March 26, 2016, Mr*** attempted to create a package reservation multiple times; however, he did not complete anyMr*** states in his complaint that he was encountering a price increase for the selected package during his booking process
We apologize that the lower price that Mr*** attempted to purchase his selected package for became unavailable. We understand that this situation can be very frustrating, and we’re sorry that he was inconvenienced. Like all online travel companies, Expedia works from live inventory. This means that all travel agencies and the vendors themselves book from the same inventory pool. Occasionally, more than one customer may be searching for the same flights/hotel on any number of websitesOnce a flight/hotel is purchased, the vendor updates their inventory and this may make the product unavailable for others to purchase for the same lower price
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 providersRegrettably, we are unable to guarantee a price until a purchase has been completed and paid for in full
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,
Lidiya N***
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 me.
I do wish that Expedia took further actions on verifying "estimated" distance for accuracy Because when anyone see estimated distance from one place to another, we use common sense (that means driving or walking) however, calculating ocean instead of land for distance is not accurate, with the fact that customers will not swim from one place to another)
I believe that it is Expedia's responsibility to put ONLY accurate information on their website to avoid miscommunication with their customers I would greatly appreciate their cooperation and assistance to minimize misleading information of any form on their website
I do appreciate the full refund and hope to continue relationship with Expedia when their website has improvements.
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, *** *** ***

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

April 28, 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 that he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr*** *** (Revdex.com ID number ***) regarding a refundOn April 15, 2017, Expedia processed a full refund in the amount of $back to the customer’s original form of payment ( Visa card ending XXXX-***)However, if the customer has not received his refund, we request that Mr*** please provide a copy of his itemized credit card statement for the month of April and May reflecting that no refund was receivedThe 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*** Corporate Customer Service

Complaint: ***
Expedia has not offered a resolution yetThey just asked for more timeIt is unclear how much longer they would need - they have not made that clear
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

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 *** * *** regarding Revdex.com complaint # *** regarding a refund request
Our records reflect the customer contacted Expedia and an agent assisted in booking package reservations for four guests with flights and all-inclusive resort reservations with two guests per room. One member of the party was booked with a flight only reservation in errorThe customer was required to cover the all-inclusive resort fees for the fourth guest upon arrival. The customer is asking for full refund of the resort cost for the fourth member of their party, $767.35.
Expedia regrets the inconvenience this matter caused our customer. It is fair of her to assume the resort charged more for the fourth guest than if their resort fees had been paid as part of a package reservation, at the time of booking. However, the fourth guest would have paid more than just their flight alone, had they been booked correctly by the Expedia agent. So while we wanted to be fair with the customer, Expedia did not agree that we would be able to refund the entire amount of the fourth guest’s resort costs.
Our case notes show this matter was resolved on July 19, when the customer spoke to an Expedia agent who refunded $back to the customer’s 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.
Additionally, as a courtesy, we have provided her 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 her permanent account under ***@comcast.netWe hope Ms*** will allow us the opportunity to improve upon her 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 Customer Service

Complaint: ***
I am rejecting this response because: Although Expedia seems sincere with their apology, unfortunately, Expedia still misrepresented their listed hotels and the accompanying hotel reviews Due diligence is required on Expedias behalf and must bear the financial responsibility for misrepresenting or letting the hotels misrepresent on Expedia.com Therefore, Expedia must refund me in full
Sincerely,
*** ***

May 13, 2015 Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from one of our customers. 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 her 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 an airline schedule change. We understand Ms*** is stating she encountered difficulty resolving the airline schedule change. On May 12, 2015, we contacted Ms*** to acknowledge receipt of her Revdex.com complaint. Our records indicate on April 2, 2015, the customer or an authorized user in the account self-booked a flight reservation for *** ***s, on the Expedia website. Travel is with *** *** departing August 3, 2015, from Miami, FL to Beirut, Lebanon with a connection in Doha, Qatar, and returning on August 11, 2015, on itinerary number ***. On April 22, 2015, we received notification from *** *** of a schedule change affecting the existing flights. We attempted to call Ms*** to discuss these changes; however, the voicemail system would not allow us to leave a message. An email was sent to Ms*** with a request she contact us and a telephone number with our hours of operation were provided. In researching further, we have verified this issue has been resolved since April 30, 2015; we were able to confirm the flights with Ms*** and provided a revised itinerary by email. We regret Ms***’s experience was not as we would have hoped, and any subsequent inconvenience causedWhen our customers contact us for assistance, it normally involves us contacting the vendor of the reservation to resolveWe keep the customer on the phone while we call outThis process can result in the call being disconnectedThe customer’s comment regarding the high volume of disconnections will be forward to the appropriate department for review. 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

No I don't agree with them their tryingtoblame the hotel the hotel is in Toronto their not going to charge us us plus when I booked my hotel I called number they don't have different number for us or Canada plus anywhere u book they say that it's us funds or cad funds so I do t agree with them so please try to help me get my money at back thanks

February 8,
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 Mrs*** * *** (Revdex.com case number ***) regarding a cancellation request due to travel advisories
Our records reflect on January 7, the customer accessed Expedia.com and utilized our self-service booking tool creating Itinerary # *** for non-refundable flights aboard *** Airlines from Los Angeles, CA to Puerto Vallarta, Mexico departing March 9, and returning March 12, 2017. The itinerary also includes a non-refundable hotel stay at The *** Resort & Spa Puerto Vallarta.
The non-refundable terms of both the airline and hotel were provided to the customer during the booking processEntering their payment information and finalizing the itinerary is acceptance of the terms of the vendor
Expedia serves only as a third party booking intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersExpedia does not own, operate or otherwise run any hotels. Additionally, Expedia’s Terms of Use, which were agreed to by Mrs*** at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates 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 and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Mrs*** contacted Expedia regarding a US travel warning regarding some areas of Mexico, which lists some bordering states to Jalisco, the state Puerto Vallarta is in, but does not specifically include Puerto Vallarta. The warning was last updated on December 8, and available at the time the customer was creating her booking and choosing where she would travel.
Expedia did speak with the vendors, advocating on behalf of the customer. The airlines do not currently have a travel flex policy in effect for Puerto Vallarta, MX and will not approve cancellation with a refund. The hotel likewise will enforce their non-refundable terms and conditions with regards to this booking. If the customer chooses to cancel, Expedia will process that for her if she contacts our agents, but we cannot force the vendors to set aside their non-refundable terms and conditions, and she would lose her money.
The airport transfers and a tour the customer booked were refundable and an Expedia agent did process refunds in the amount of $on February 2, for those items.
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

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 Ms*** *** (Revdex.com case number ***) regarding a request for extension of airline credits
Our records reflect on February 2, the customer accessed Expedia.com and self-booked itinerary # *** for two non-refundable round trip flights. On February 16, the customer cancelled the flights and per the airlines terms for the tickets, retained a credit of $that could be used within the airlines terms stated and accepted by the customer at the time of booking. Ms***’s tickets and credit is fully controlled by the airlines, who is the merchant of service, and the entity that charged her account for the purchase. Expedia acts only as a third party booking intermediary and must comply with the terms of use set by the airlines at the time of purchase. The fare rules for Ms***’s tickets stated:
WHOLLY UNUSED TICKET MUST BE EXCHANGED NO LATER
THAN ONE YEAR / DAYS / OF THE ORIGINAL TICKET
ISSUE DATE OR TICKET HAS NO VALUE. CHANGES: CHARGE USD FOR
REISSUE
The airline would only allow the credit to be applied if the new tickets were purchased by February 2, and a change fee of $per ticket would be retained by the airlines. The remaining $would have been available for credit against new tickets purchased by February 2, 2017, however because Ms*** did not utilize the credit by contacting Expedia, the credit has expired.
As the credit was held and controlled by the airlines, according to their terms of use, Expedia cannot honor the customer’s request to extend the redemption date of the credit for another year. The airlines has expired the credit and regrettably there is no longer a way for Expedia to access it to apply to a future booking for the 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 Corporate Customer Service
Expedia Inc

September 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 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 We understand the customer is requesting a refund for a service purchase that the vendor did not provideOn September 17, we contacted the customer to acknowledge receipt of their Revdex.com complaint
Our records indicate on August 13, *** *** accessed Expedia.com to purchase activity tickets for the Capital Ghost Walk and reports the vendor did not provide the service, was not available by phone, and did not respond to emails. Expedia has also been unsuccessful in reaching this vendor to secure a refund for the customer
Expedia.com serves as a third-party intermediary for providers who offer their services through our website. We regret this vendor did not provide the services sold and as we have been unable to secure the refund through the vendor, on September 17, Expedia.com has processed a refund in the amount of $back to the customer’s original form of payment. The time it takes for the credit to be available in the customer’s account depend upon how quickly their bank processes refunds.
Expedia regrets the inconvenience this matter has caused our 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

September 15,
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 refund request. We understand Mr*** is requesting a refund of a package hotel and flight reservation due to errors experienced during the booking processOn September 14, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint and gather more information
Our records indicate on August 4, Mr*** accessed Expedia.com online and attempted to book a package vacation with flights and a hotel from Los Angeles, California to Kihei, Hawaii, departing on August 6, and returning August 13, 2015. The inline booking returned an error message and the customer believed the reservation had not been made. He later discovered the vacation had booked under Itinerary *** and his credit card had been charged $4,656.39. He contacted Expedia to request a refund and an Expedia agent was able to view the booking path and determine there had been site errors during the booking.
On September 14, a refund in the amount of $was processed back to the customer’s original form of payment. The amount of time it takes for the credit to appear in his account depends upon how quickly his bank processes refunds.
It is never Expedia's intent to inconvenience our clients and we regret the difficulty this situation caused MrTran. We would like to assure him that his business is important to us
As a courtesy, we have provided his online Expedia account under ***@yahoo.com 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 his accountWe hope Mr*** will allow us the opportunity to improve upon his 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 Customer Service