Expedia Inc

May 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 February 13, 2015, Mrs*** booked an Expedia Vacation Package which included roundtrip flights and a five-night hotel stay from March 29, 2015, through April 5, Regrettably, the hotel that Mrs*** selected would not open in time for their arrivalShe canceled the tip and re-booked using the credit issued by the airlineShe later discovered that the same property that she had booked previously, would still not be opened in timer for her arrival so the booking was canceled again
Mrs*** stated that she attempted to re-book again with the airline credit in February of 2016, but Expedia representatives were unable to locate the creditWhen she contacted Expedia on April 4, 2016, Mrs*** was informed that she no longer had a credit with the airline as it had expired one year after the original booking date February 13, She is asking for a refund of $3,
While we understand Mrs*** concerns, we do not see any error by Expedia and as a result, we are unable to honor her request of a refund
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

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, 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
On April 20, we received this same complaint from the Revdex.com and after review; we advised that the customer was issued a credit equal to the value of the ticket $There was a $re-booking fee as wellWe advised that the credit was valid for up to a year of the purchase date March 20, We also provided instructions for the customer to submit a refund request directly from the airlineThis was done on April 20, and again on October 13,
As of yesterday, March 20, 2017, the airline credit is considered expired and there are no additional optionsThe value of the ticket is considered a lost value as the customer did not utilize any of the provided options
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

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 the customer is requesting a refund for their hotel reservationOn September 14, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint
Our records indicate on August 19, 2015, the customer self-booked a hotel reservation, itinerary number ***, using Expedia websiteHotel stay was at *** *** *** in Charlotte, North Carolina for cheon August 22, 2015, and check-out on August 23, 2015. We can confirm the customer contacted Expedia on August 20, to cancel the reservation and request a refund
Our records show that this matter was resolved August 20, Expedia processed a refund of $back to the customer’s original form of paymentThe time it takes for the refund to post depends on the customer’s credit card company refund timing
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,
Britt M***
Tier Customer Service

Date: August 9, 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 youExpedia, Incis responding to the consumer complaint from *** * *** (Revdex.com case number ***) regarding a refund. We understand Mr*** is complaining about the price of his recent hotel reservation being different than advertised at our website Our records indicated the reservation was booked by the customer at our website on July 31, We were able to further investigate and based on our research the price that was presented to the customer for Red Roof hotel was plus in taxes, totaling 67.88USDFor the reservation at the Super hotel the price showed plus in taxes at a total price of 65.40USD The customer also used their Expedia Rewards to pay for a portion of their costs of the Super hotel in the amount of 16.38USD bringing the cost down to 49.02USDThe customer had the opportunity to confirm all reservation details prior to entering credit card informationOur records do not show that there was a price increase during the time of booking, nor was there any an additional fee or costs not made available to the customer prior to completing the reservation Per the customer’s complaint we understand he claims the price shown was 42.00; however the customer should have contacted customer service or declined to proceed with the reservation online when this price was not presented at check outAs these rates were agreed to upon completing the reservation, the customer is now subject to hotel penalties and fees for cancelling reservations that are non-refundable after the booking is completed While we understand Mr*** concerns, we do not see any error by Expedia and as a result, we are unable to provide a refund regarding 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 usSincerely, Kiki R*** Tier Customer Service

Thank you for replying with exactly what I sent This has gotten to be a redundant arguement My calls to Expedia should be documented I called for assistance with the fact that no matter what I tried, I could get no coupon messaging as quoted in the instructions The process is broken on the website and agents DO NOT understand how to help a customer if they call in If not resolved, I will discontinue use and report this incident to my corporate human resources department who has the capability of removing priority on any Expedia booking with enough complaints I have seen this with other major corporations This reservation was offered through my corporate perks program I feel a $credit card refund is more than fair based on the fact the coupon was issued based on a prior reservation agent error and when I went to redeem it, I called for help The results were unfavorable and all the agent could do was inform me I need to call the hotel, which can offer no help
Complaint: ***I am rejecting this response because: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 Yes, Expedia has resolved this complaint fully My only additional comments would be in an effort to prevent this from happening again as I know that without me personally calling, emailing, contacting Revdex.com directly since the original purchase date this would not have been resolved Again, thank you to Revdex.com and Expedia for fully resolving this issueI am satisfied
Again, below is only for future help to address for the next person with a similar Expedia issue (Arsenal game tickets issue):
-- weeks of stress and frustration, please check the call/email logs and use for training purposes for what not to do in this situation.-- I believe I did everything asked of me.-- If I did not repeatedly call or write emails, where would I be, still waiting and would not have been resolved.-- Promised several times a call back, only person called back that was involved in my case and only at the end of wks I never, until the end, felt like someone was tracking this issue.-- No way to reach anyone at Expedia helping me directlyCase #'s didn't workCustomer Service tried to personally fix it from scratch each time wasting hours and hours No way to directly call anyone who had the latest infoAll customer service process took at least 20min-1hr to get to a supervisor.-- Even tried the email customer service path for helpNothingafter hrs received an email saying to calltried this times -- Hours spent on the phone waiting, talked to well over people, >3-hrs personally spent waiting *PLEASE check logs* -- One call an agent tried to convince me that the confirmation email was the voucher and I was all set (How would that have turned out, when I was in London, England just days before the event? Bad)-- At one point , I was asked to call Arsenal directly (game venue and tickets) to figure this problem out That was embarrassing and cost me $ for the international call charges I used Expedia to avoid all this
-- Kept being told, Expedia hands are tied, but Expedia offers this package and should fully own the process or not offer it.-- Kept being told $3K is amount that need to approved at a higher levelleading to no actionImagine as a customer spending that amount and getting told sorry we need to keep delaying action Shouldn't that be reversed, higher $ spent = more attention to fix
-- Last person, an Expedia Customer Support supervisor, saved me in all this and I thank herThe rest was a total mess
Having said all this, YES I'm good now with my tickets Hope this doesn't happen again
Sincerely, *** ***

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

Complaint: ***
I am rejecting this response because:There are two problems with this response: First that the hotel should not necessarily be at the mercy of Expedia providing proper information via emailSecondly, while the hotel did try to contact me, they never once contacted me with the information that they left the keyMy last contact from the hotel was letting me know that I needed to contact them to let them know if I would be staying there, but otherwise, no one would be thereWhen I finally got reception, I called the hotel and no one answered Because my last contact from the hotel was to tell me that no one would be there, I did not risk missing the ferry and having to stay in my car for the night, so I did not go to the hotelThe hotel should have called me to let me know they left a note, but they did notExpedia should have given me the correct information regarding late chepoliciesI do not care who provides the other half, but I would expect Expedia to recognize their miss and correct the situation.Sincerely,
*** ***

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

As the online case is closed, please accept this email response for the customer
September 13,
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*** booked an itinerary for a hotel stay and asked for the reservation to be cancelled and refunded as the itinerary was booked for incorrect datesOn September 10, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint
Our records indicate on August 11, the customer accessed Expedia.com online and self-booked reservation *** at the *** * *** Torrance LAX Airport, Torrance, California to arrive on August 31, and checking out September 28, 2015. Mr*** is stating that the dates of the reservation were incorrect
We were able to view the booking path of the customer and did find he had input the search dates of August 31, with a check out date of September 28, 2015. The Trip Summary provided a review for Mr***, before finalizing his purchase, showing the dates, and the total of $2,for the itinerary. He did not make any revisions to his booking before completing his purchase.
As this was a refundable booking, when Mr*** contacted Expedia on August 11, requesting his reservation be cancelled, Expedia was able to do so. On August 11, Itinerary *** was cancelled and a refund of $2,was made to the customer’s original form of payment. The amount of time it takes for the credit to be available in his account depends upon how quickly his bank processes refunds.
As this matter was resolved on August 11, Expedia respectfully requests that the Revdex.com close this case.
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: ***Itinerary Number: ***Email used to book:
***@gmail.comSincerely,*** ***

March 29,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our 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 March 16, 2016, Mr*** booked an Expedia Vacation Package which included roundtrip flights from *** *** ** *** and a two-night stay at the *** *** *** *** from March 18, 2016, through March 20,
We understand from Mr*** complaint that he contacted our office on the following day to cancel the package due to a change in plansThe Expedia representative who assisted Mr*** informed him that we could cancel and refund the flights but would have to obtain approval from the resort in order to refund the lodging portion and things basically went downhill from that point
We have reviewed Mr*** complaint and noticed a refund was issued on March 28, 2016, for $which is half of the amount he is requestingAfter contacting Mr*** and discussing his experience on March 29, 2016, we have agreed to honor his refund request and issue the balance of $Refunds like this typically take 3-business days to post to individual accounts, depending on how quickly the credit card company processes refunds
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: ***I am rejecting this response because:Their website is deceptiveThey lead you to believe you will get full cash reimbursementYou do notBut I doubt there will be any action on your partI understand that you are funded by expedia, in essence they pay for their ratingYou are their *** and have little interest in providing a positive outcome for a consumerWhy would you bite the hand that feeds youSo, tell me I'm wrong, expedia is greatCorporate america is greatBe a part of the problem having never resolved anything positive for the proletariatYou've done your job, you sent me an emailCoolIf only I could afford to pay you as much as expediaThanks for nothin'
Sincerely,*** ***

Complaint: ***I am rejecting this response because: I have not received the refund for the *** *** tickets mentioned in the responseI have received only the refund for the *** *** tickets on 8/There are still tickets that I have not been refunded.Sincerely,*** ***

Complaint: ***I am rejecting this response because: This is completely information and in no way an accurate account of what happenedI contacted the company immediately after the booking and was NEVER asked to pay the difference and was told that it was covered as well as was directly told by people at expedia that I was able to check in without issueWhen in reality my card had been charged by expedia on booking day and no payment had been made to the hotel. Sincerely,*** ***

September 20,
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 hotel reservation. We understand *** *** is requesting a refundOn September 14, 2016, we received receipt of the Revdex.com complaint
Our records reflect on August 11, 2016, the customer self-booked two hotel reservations at the *** *** *** ***. The first reservation for chedate September 2, 2016, check-out date September 3, Itinerary Number: ***
The second reservation for chedate September 8, 2016, check-out date September 9, Itinerary Number: *** The customer is stating there was a content error on the Expedia siteThe customer is stating the Expedia site reflected that the hotel offered luggage storage; however the customer was charged for the storage
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia 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 purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservationThis gives Expedia the opportunity to provide an appropriate resolution
Upon further researching this matter, we can confirm on September 2, 2016, the customer contacted Expedia advising they wanted to use the luggage storage for nightsThe customer advised the hotel charged them $for the storage feeExpedia contacted the hotel, they advised the storage is available for dates booked at the hotel only
Expedia offered the customer a refund of $for the two additional nights, however the customer declined
In reviewing the customer’s account Expedia has processed two refunds on itinerary number ***The first on September 14, 2016, in the amount of $The second on September 17, 2016, in the amount of $
Since the customer was refundedExpedia considers this matter as closed and will no longer address this matter any further
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
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 meI initially was told that I couldn’t cancel my hotel portion of my packageHowever, after several calls a rep contacted the hotel to receive the waiver for cancellationSince my entire package was cancelled I’m satisfied with the resolution you have offered me in term of the credit for the inconvenience.
Sincerely,
*** ***

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

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

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 his 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