Expedia Inc

Complaint: ***I am rejecting this response because: Expedia made several errors in rebooking our flights such as booking the wrong return date, flights with only one available seat, each time we were re-booked *** charged us a rebooking fee We were re-booked because of errors made by Expedia I no longer care about the refund as *** removed the re-booking charges from my account but Expedia needs to be aware that it needs to improve its customer service and certainly does not deserve a Revdex.com rating of A plus I was on the phone with Expedia for hours and did not have my travel plans arranged due to the many errors made by them.Sincerely,*** ***

September 27,
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: as you can see by my attatchments the car was directly rented from expedia, They made the deal with *** I had no dealing with *** rental cars only expedia , Also you can clearly see I was promised a Mercedes or similar not a Nissan sentra, I had to pay the extra for the difference that I was promisedI also have contacted and spoke to different people from expedia and all told me a refund would be issued, The night I rented the car I was completely stuck at 1am with no rental car or could not contact anyone from expedia at that time I called numerous timesMy itinerary number is *** clearly from expedia confirmation number *** also clearly from expedia, The contract and deal was me and expedia they are the people I dealt with and have to honor there contract
Sincerely,*** ***

December 21,
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 for a car rental itinerary
Our research shows the customer accessed Expedia.com and booked Itinerary # *** for a rental car from Europcar Rentals to pick up in Toronto, Canada on October 8, and return on October 16, 2016. He reports that Europcar overbooked and did not provide the car he had reserved. The customer’s complaint also notes that he did not contact Expedia until he had returned from his trip. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage them to contact us from the vendor location if the services are not satisfactory, upon arrivalThis enables us to attempt to find a resolution at that time
In addition, by booking with Expedia.com, *** *** agreed to our Terms of UseThe Expedia Terms of Use expressly provide as follows:
The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errorsIn particular, the Expedia Companies and Expedia Affiliates do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.)In addition, Expedia, Incexpressly reserves the right to correct any pricing errors on our Website and/or pending reservations made under an incorrect priceIn such event, if available, we will offer you the opportunity to keep your pending reservation at the correct price or we will cancel your reservation without penalty
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.
Expedia regrets the customer’s experience was less than satisfactoryHowever, as Expedia.com acts only as an independent third-party booking intermediary for rental car and other travel products, does not own or operate any travel related service companies, and Expedia was not given an opportunity to attempt to assist the customer during travel, Expedia is not responsible for the vendors failure to provide adequate service
Europcar does have a complaint process where customer’s may file an official complaint and ask for a review and compensation for issues. We would encourage the customer to make a complaint with Europcar. The complaint site can be accessed online at: https://www.europcar.com/location/EBE/module/render/Conta
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: your "local expert" was given the old tickets back as well as the reciept that I was given when I purchased two new tickets that they claim to have lostYou can call them to verify!
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
We will only consider the case closed when we receive a full refund for the airplane tickets. We expect Expedia to follwith the airline to insure that the refund is processed in the time-frame they indicated
Sincerely,*** ***

October 31, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from *** **We regret to hear *** ** did not accept our response and/or resolution offeredWe cannot honor a refund in this matter; we regret our response cannot be more favorable in this matterWe have already previously addressed why cancellations cannot be done via email, as there is no way to pass security verification by replying to an email which is generally a “no reply” email which automated and not monitored by Expedia staffWhen a confirmation was not received regarding your package being cancelled, a call should have been followed up to customer service to check the status of the reservation, as it could have been further explained the package was not cancelledAll cancellations are followed up with a notification confirmation email that advises when products are service requests are cancelledSince this is now past travel the waiver is no longer valid towards the penalties assessed by the hotel, as the cancellation must have been completed prior to travelAs this matter has been fully investigated and no additional information has been provided, we respectfully request the Revdex.com close this caseWe 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*** Corporate Customer Service

May 25,
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 hotel reservation
Our records indicate that on February 8, 2015, the customer self-booked a package reservation for four travelers using Expedia’s website; itinerary ***The package included flights, hotel accommodations and private roundtrip transportation from the airport to their hotelThe hotel portion of the reservation was with *** *** - All Inclusive, Akumal, Mexico, for a check in on April 3, 2015, and a check out on April 9, We understand the customer is requesting a refund for 50% of the total package price due to the unsatisfactory stay at the *** ***Mr*** states the pictures on Expedia’s website were not for the same property and the quality of *** *** was not as expected
We have verified the customer contacted Expedia several times via e-mail regarding this issue; the assisting representatives advised that in order to process a refund request our Customer Service Team needs to be contacted via phone so they can communicate the complaint with the hotelWe do not have a record of Mr*** contacting us via phone
Upon receipt of this Revdex.com submission Expedia forwarded the customer’s complaint to the hotel, requesting compensation on his behalfThe *** *** management responded stating they have checked all of their records and departments, and the only registered complaint they have regarding the clients is that on April 4th they requested extra towels. The hotel states they immediately delivered the extra towels and the clients expressed satisfaction when the hotel followed up with a courtesy call. The management did not offer monetary compensation; however, as a gesture of goodwill, they would like to offer a one-night complimentary stay good for one year (see the attached voucher provided by the *** ***)
In addition, please understand that Expedia serves only as a third party intermediary with travel providers such as hotels, car rental agencies and airlines. It does not own, operate or otherwise run any hotels. As Expedia’s Terms of Use provide:
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 from
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 experienceHis comments about the hotel’s pictures have been forwarded to the hotel to utilize for further improvement in their online descriptions
While we regret any inconvenience this matter has caused, as the hotel’s description on our website is updated based on the information provided by the hotel management, we do not see an error on Expedia’s behalfAs a result, we are unable to provide a refund or compensation regarding this matter
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

November 3,
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 booking flight reservationsWe understand the customer is requesting accommodations on a flight that no longer has availability
As with all online travel agencies, Expedia.com works from live inventoryThis means that all agencies and the airlines themselves book from the same inventory poolOccasionally, more than one customer may be searching for the same flights on any number of websitesOnce a flight is purchased, the airline updates its inventory, and as options sell out, the pricing and availability are subject to change
Though we understand the public misconception, this was not a “bait and switch” as you referred to itIt is an unfortunate but common occurrence for anybody booking a flight within the travel industryFor this reason, Expedia does not guarantee prices or availability until a reservation is booked and then confirmed by the airlinePlease accept our apologies for any inconvenience this has caused
We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs
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,
Nicole P***
*** * *** ***

July 5, 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 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 caseSincerely, Tier Customer Service

Complaint: ***
I am rejecting this response because: Many of the facts on the e-mail are not correct and I also need more clarity about Expedia's resolution offerIt has been mentioned on Expedia's response that I promised to call back but did not follow upIt is simply falseI called numerous times and was put on hold several timesEach time I called Expedia, I was on the line for over hour and a half or close to two hoursMost of my calls were disconnected and I never got a call back from few of the supervisors I spoke toNeedless to say that the wait time for the issue to be resolved was very long and upsetting
As a proof for my complaint, all calls I made to Expedia are documented on my phone records, including the time I spent on the phoneI'll be more than happy to share it with Expedia and Revdex.com for proof of statementI've tried several times to use the flight credit before it expired but was not able to do so due to the issues I highlighted on my complaint
Regarding Expedia’s resolution offer, if I understand Expedia's response correctly, they are offering me to use the flight credit of $1,before the end of and they will also share in half the cost of any fare differenceIf my understanding of their e-mail is correct, I have no problem accepting the offer by calling back again to book a flightHowever, I need Expedia to assure me that when I call back the following numbers 877-787-or 800-397-to use my flight credit, someone at their end will be able to help from start to finish without hanging up the phone on me before the call is completed or telling me that they cannot access my account or see the flight credit amountI am mentioning this because that is exactly what I was told in few occasions before being transferred left and right to different agentsWhen I call back Expedia to use my flight credit, I also need to be assured that no one will tell me that my flight credit has expired and there is nothing they can doI am hoping MsDelia K*** will assist so my account is updated and documented accordingly based on our agreementThank you
Best regards,

June 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 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 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 caseSincerely, Tier Customer Service

March 1, 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 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 caseSincerely, Tier Customer Service

April 4, 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 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 caseSincerely, Tier Customer Service

Complaint: ***The response states that Expedia tried to contact me on 7/23/for more information, however I received no such contact. The response requests the itinerary numbers as well as proof of all previous contactThe itinerary numbers are below, and proof of all communications isattached.Itinerary numbers:Aug 28, - Itin# ***Sep 25, - Itin# ***NOTE: THIS ISSUE IS STILL NOT RESOLVEDSincerely,*** ***

June 2, 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 ***) regardinga missing hotel reservationWe understand the customer is writing regarding ahotel reservation that was not honored by the vendorOn June 2, we attemptedto contact the customer to acknowledge receipt of their Revdex.com complaint. Our records indicate on June 28, 2014Ms*** accessed Expedia online to self-book a hotel reservation for threerooms at the *** *** in Chicago, Illinois to arrive on May 28, andchecking out May 31, 2015. Thereservation was a “pay-later” booking where the vendor will collect at time ofservice, making the vendor the merchant of record. The reservation was completed online andforwarded to the *** *** for booking. Their employee, *** ***, at the Front Desk, verified, on May 8, 2015,the hotel had received the reservation information when the customer made thebooking. The *** *** did notreserve the rooms the customer had booked and when the customer called on May8, to confirm she would be arriving, she was told by the hotel that theydid not have rooms for her. . Expedia advocated on the customers’behalf but the hotel did not have any availability to accommodate the customer. As it was not a paid reservation there was norefund to return to the customer Expedia.com acts only as a third-partyintermediary for hotel providers and it is never our intention for a customerto be inconvenienced. We sincerelyregret that the *** *** overbooked during a busy convention weekend, nothonoring the customer’s reservation, and that we were unable to resolve thisissue for her with the hotel 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:
I received an Expedia e-mail on Sept that clearly states free baggage check-inI feel Expedia should live up to the promise on that e-mail.This e-mail was received days before my flightThis e-mail should supersede all other agreements
Attached to this e-mail are documentsAttachment Expedia e-mail is a screenshot of the SeptExpedia e-mail that shows baggage cheis freeAttachment Expedia e-mail jpg is screen shot of the popup page after clicking on (More info) following the line Estimated baggage fees charged by Brussels Airlines from SeptExpedia e-mailAttachment Baggage Receipt shows that I had to pay $(after conversion of DKK) for baggage check-in
Thank you,
***
Sincerely,*** ***

Complaint: ***
I am rejecting this response because: Expedia claimed that "cancellation cannot be done via email." There is nowhere it say that cancellation MUST BE done by other means, such as a phone call, or it will NOT be a valid cancellationExpedia could send me an email on the day of July 27, 11:47AM to change my flight details and yet I am not allowed to reply to Expedia, using a reply mode, to inform them , on July 27, 11:55AM, which is only minutes later, that we "had cancelled the entire travel package to Miami..." ( please see the document attached)If the purchase of a "vacation waiver" does not cover the hotel cancellation, why you were selling it? Of course, I understand if I have not purchased a "waiver" , then it is not refundable, then all the hotel rules of non-refundable applies . If anyone purchases a vacation waiver and it is still not "refundable" on a hotel reservation, then at the waiver section of Expedia website, it must be stated very clearly thereOtherwise Expedia is making a deceitful business transaction to a customer and Expedia should be prosecuted for such a shabby business practice. I demand a refund from the hotel reservation cancellation
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