Expedia Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

July 24, 2015 Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case# O-***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 offered
We have further researched the customer’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to render to the customer’s request of a refund
Expedia.ca 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 providers. Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. We hope you understand we must abide by the terms and conditions set forth by travel providers
We regret that our response cannot be more favorable and hope that, despite your recent experience, you will continue to use Expedia for your future travel arrangements, thereby allowing us the opportunity to restore your faith in our company. We trust our position in this regard has now been clarified.?
Thank you for allowing us to address this matter further. As this matter has been resolved, we respectfully request the Revdex.com close this case
Sincerely,Nicole P***Tier Customer Service %

Complaint: ***I am rejecting this response because: This is simply not the case. Yes the reservation made on the 15th February was cancelled due the hotel not opening. The trip was rebooked using the airline credit but the flights were substantially lower in price as it was not for Spring Break week and a credit of $per passenger was issued for the difference - credit not used but flights in place for the June trip. When the hotel again did not open in June we were issued another credit! I talked to an Expedia representative in February who confirmed the existence of both credits (I was told to reference E-*** when rebooking) one in the amount of $expiring on 13th February and one for $expiring on 3rd April 2016. When trying to redeem these credits in February and March Expedia had mysteriously lost them. I was either left on hold or hung up on. One weekend I spent 8 hours on the phone trying to sort this. Simply unacceptable and if Expedia wouldn't step up and admit fault and refund the money I have no choice but to seek legal advice. Please see attached supporting documents.Sincerely,*** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

February 25,
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 refund request for a flight change fee
Our records reflect on November 18, the customer accessed Expedia.com and self-booked itinerary #*** for two round trip flights aboard Interjet Airlines departing December 11, from Mexico City Mexico for Chicago, IL returning January 2018. The customer contacted Expedia on December 12, to inquire about moving their return date to January 13, and were advised the fare rules from Interjet Airlines allowed for the change with an $per passenger fee. The customer wished to proceed with the change and Expedia facilitated the change and then new flights were ticketed and paid.
The customer has stated that Interjet Airlines advised that the change had not been paid, when they arrived at the airport on January 13, and they were forced to pay another fee of $at the airport.
The customer has contacted Expedia regarding this matter and on February 17, Expedia requested that the customer provide us with a copy of her credit card statements showing that she was charged twice for the flight changeOnce we are in receipt of the verification of two charges, we will contact Interjet Airlines and attempt to advocate for the refund of one set of charges as they should not have charged her a second time for the flight change. We do not see that the customer followed through and provided Expedia with the statements showing that she was charged twice.
If she would attach those statements as a rebuttal to this case, we will be happy to look into it for her and speak with Interjet as to why this happened and attempt to get one of the charges refunded to her by the airline.
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***
Corporate Customer Service

April 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
The hotel portion of Ms*** package was non-refundable and when we appealed to the property on her behalf, they denied our request to issue a full refundWe have further researched Ms*** complaint and after giving the matter our full consideration we have agreed to honor her request of a refund as a one-time courtesyA refund of $
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meDo I need to book by October 23rd of this year though? What is the latest I can book this flight? Thank you very muchI very much appreciate itI will close case with consumer complaint as well. Sincerely, *** ***

Complaint: ***
I am rejecting this response because: my email address is ***@gmail.com and they are unable to find my booking because I had to cancel it as they lied, moreover I mentioned my itinerary number as wellApparently, such response is again quite petheticPlease let me know if you need the emails as well from Expedia.com
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The claim that I told Expedia on April 27, that I did not have time for them to change the name is simply untrueI spoke with the Expedia team on several occasions since filing the original Revdex.com claim, and on April 25, 2017, I spoke with Lynn, a customer service representative that claimed to be a supervisor and a name change specialistShe informed me at the end of our hour call, that everything was now confirmed and taken care of and that all that remained was paying the $for the name changeI agreed to pay it on that date (and several other dates despite Expedia's team already agreeing to pay for it during other conversations)Lynn informed me that she could not have the airline call then to collect the amount, but promised that everything was confirmed that I would receive a call from the airline in hours (which I have in a confirmation email that I asked her to send)No call was ever made, and when I called on April 27, 2017, I was informed that the return flights had been canceled and that no progress had been made in changing the name on the remaining ticketI in no way accept this $amount as any sort of settlementI am an attorney and have sent the business a 93A demand letter in accordance with the laws of the Commonwealth of MassachusettsThe Attorney General's office in Massachusetts is now also involved, having seen the ludicrous interactions with this business on Facebook in response to my engagement there seeking resolution on this issueI feel compelled to let the Revdex.com know that this is an outright lie in response from Expedia, which is provable through emails, social media engagements, and the calls that Expedia claims to have recorded (there should be around calls, each lasting at least an hour)I will provide whatever proof the Revdex.com deems necessary upon request.
Sincerely,
*** ***

February 9, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from *** * ***Expedia is responding to the consumer complaint (Revdex.com case number ***). We approved and processed a refund in the amount of $as we previously offeredBy covering the amount of the flight purchased for travel from Seattle to Maui on November 25, 2017, we protected the amount that was quoted and accepted for the exchange processed on November 20, of $The exchange cost was quoted based on the new ticket’s fare, which was only for the return flight on November 29, 2017, and didn’t include the outbound flight costWe are glad to have honored the original quote for the exchange; however, regarding the additional refund request we again advise no further refund or compensation will be provided.We thank you for allowing us the opportunity to address the issues, brought to our attentionAs the refund has been provided and no further information has been brought to our attention, we respectfully request the Revdex.com to please consider this case as closedSincerely,Denise ***Corporate Customer Service

March 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department 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 Mr*** *** (Revdex.com case number ***) regarding a hotel reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe 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 be able to 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

May 30, 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

June 1,
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 flight reservation. We understand *** is requesting Expedia to change the date for the flight reservation On May 28, 2016, we received receipt of the Revdex.com complaint
Our records reflect on May 13, 2016, the customer self-booked a flight reservation for *** *** and *** *** ***, using Expedia.com Travel is on Air France, departing May 31, 2016, from San Diego, California to Warsaw, Poland; returning on July 5, 2016, from Warsaw, Poland to San Diego, California Also included is the travel protection The customer is stating, they contacted Expedia wanting to change the dates for the flight In addition, the customer is stating, they contacted the travel protection company AON Affinity and was advised, the customer could purchase new travel protection when changing the flight; however, has not been able to change the reservation
Upon further researching this matter, we can confirm on May 25, 2016, the customer contacted Expedia, needing to change the flight date and purchases new travel insurance Our agent advised the customer, we could change the flight; however, Expedia could not add the travel protection to the new flight Our agent advised the customer, they could check online for third party insurance The customer stated, they were advised by AON Affinity the travel protection company; they could purchases new travel insurance for the new flight
Our agent advised, the travel protection could only be used once and could not purchase new travel insurance for the new flight dates The customer requested to speak to a supervisor; however, there was not a supervisor available The customer understood no further action was taken
In reviewing ***’s account Expedia can confirm the tickets were exchanged by the Air France The new dates reflect June 15, 2016, from Salt Lake City, Utah to Warsaw, Poland; returning on July 14,016, from Warsaw, Poland to San Diego, California with Air France
Since the tickets were exchange by the airline, Expedia considers this matter as closed
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,
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 meThank you for helping to facilitate an appropriate resolution to this matter.Sincerely, *** ***

Complaint: ***I am rejecting this response because: Expedia is a booking agent They partner with AON Affinity Insurance to provide Flight Cancellation Protection Insurance, who then is insured by Transamerica Casualty Insurance Co., the underwriter As I explained to Expedia on Saturday, September 17, 2016, Expedia.com charged my AMEX card for the insurance protection they sold me Up until Saturday, I have never had a business inform me to contact their partner or third party agent for any kind of remedy
I expect Expedia to reimburse me for our flight expensesI had to cancel our travel itinerary because my world renown surgeon had an emergency His office cancelled all his surgeries and appointments for two weeks My sole purpose to travel to Texas was to see the doctor on Wednesday and to have surgery on Thursday Since the doctor was not going to be around, there was no logical reason to make the trip
The reason we purchased the Flight Protection/Cancellation Insurance was to insure that our trip was not interrupted by unforeseen events My doctor's emergency and subsequent two week surgery and office cancellations did not happen until late Friday afternoon on September 16, Since my trip was for September through September 26, 2016, I contacted Expedia and told them that, because of my surgeon's extenuating circumstances, I would have to cancel my trip
Sincerely,
*** ***

February 23,
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
customer. We appreciate the Revdex.com allowing us 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 from *** *** (Revdex.com case number ***) regarding a flight reservationWe understand Mr*** is requesting a refundOn February 16, 2017, we received receipt of the Revdex.com complaint
Our records reflect on February 7, 2017, the customer self-booked a combinable one-way flight reservation for *** *** *** and *** *** ***Travel was on United Airlines, departing February 21, 2017, from San Antonio, Texas to Cancun, Mexico; and returning on February 28, 2017, Cancun, Mexico to San Antonio, Texas with InterJet Air, via itinerary number ***The customer is stating they selected the incorrect dates for the reservationThe customer is stating they have received the refund for the outbound flight; however not for the returning flight
Upon further researching this matter, we can confirm on February 8, 2017, the customer contacted Expedia to confirm if each flight segment was canceledThe customer advised that they were still within the 24-hour cancellation timeframe
Expedia advised the customer that the outbound flight with United Airlines was canceled and the pending authorization would fall off up to to hoursExpedia advised the customer that the returning flight with InterJet Air was not canceled and needed to contact the airline directly to cancel the reservation
On that same day the customer did contact Expedia advising that InterJet Air would not cancel the reservation and would only allow changes with fees; however the customer declined to pay the additional fees
Expedia was able to review the customer’s booking session that was made on February 7, During the booking and checkout path on our website, the customer selected the flight dates for February 21, 2017-February 28, The customer did not change the flight datesIt was disclosed that the flight consists of two one-way fares which are each subject to their own rules and restrictionsIf one of the flights is changed or canceled, it will not automatically change the other fightThe customer may incur a penalty fee for each flight for additional changes
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 providersEach airline has its own specific set of policies and procedures, as does each ticket purchased or package reservedUnited Airlines and InterJet Air were the operating carriers and merchant of record (the entity that received your funds and the company that charged your credit card) on this itinerary and not ExpediaThe cancellation policies and any applicable change fees and increases in airfare are set and collected by the airlineWe hope you understand that we must abide by the airline’s policies in this case
Based on the above, Expedia is unable to honor the refund request
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service

December 7,
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 August 1m the customer accessed Expedia.com and self-booked a package reservation for a round trip flight from Houston, TX to Cancun, Mexico departing November 5, returning November 19, and a stay at the Reef Playacar All Inclusive Resort in Cancun, Mexico for corresponding dates.
The customer is requesting a refund of her trip plus other expense due to the resort having remolding construction and a complaint regarding the cleanliness and safety of the property. While the customer states she spoke to the resort personnel several times, she did not contact Expedia during her stay so that we might assist in resolving her issues with the resort.
Following is a link to the Expedia Terms of Use, followed by excerpts, that the customer agreed to when booking on our website:
https://www.expedia.com/p/info-other/legal.htm
This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement"). Please read these Terms of Use carefully, as they contain important information about limitations of liability
LIABILITY DISCLAIMER
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.)
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.
Our records show that on November 23, the customer was provided with a refund in the amount of $by Expedia as a courtesy refund for the unused portion of her vacation. On December 6, Ms*** was notified that Expedia would not be providing any further refund or compensation for this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Roseanne G***
Tier Corporate Customer Service

Complaint Department
Re: Expedia Case #: O-***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** ***. We regret to hear Ms*** did not accept our response and/or resolution offered
As previously advised, on March 3, 2017, on February 14, 2017, the customer contacted Expedia regarding the airline schedule change and requested the refundExpedia received the authorization from Delta Airlines and submitted the refund request to the airlineExpedia advised the customer that the timeframe for the refund from the airline is up to 8-weeks; which is a standard for all airlines
In reviewing the customer’s account, the airline processed the refund on February 16, 2017, back on to the original form of payment which is a MasterCard ending in ***Expedia cannot expedite the refund timeframe from the airline.
The customer return flight with American Airlines is active for travel on June 28,
Since Delta Airlines will issue the refund Expedia cannot honor the request for the refund
We thank you for allowing us to address this matter further
Sincerely,
Delia K***
Corporate Customer Service

Complaint: ***I am rejecting this response because: Expedia continues to ignore the fact that they had an inconsistent and misleading experience within their booking processI clearly experienced this and have documented it with screen shots and have a witness who can validate my claims
Sincerely,*** ***

August 6,
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 requestWe understand the customer is asking for compensation due to flight changes made by *** ***
Expedia serves as a third party agency for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of the vendors Each airline has its own specific set of policies and procedures as does each ticket purchased. As the customer provided, *** *** was the operating carrier and merchant of record (the entity that received the funds and the company charging the customer’s credit card) for Ms*** flight.
Expedia does not govern airline schedule changes, as we are only operating as a travel agency and receive schedule changes directly from our partner airlines, including both major and minor flight changes. The merchant airline determines the new flight schedule for the passenger As such Expedia does not offer any compensation for the customer’s loss due to the airline flight schedule changes
Expedia regrets the customer’s inconvenience, with regards to the changes to her flight reservation, and that the service she received from Expedia was less than satisfactory. Comments such as hers are read by numerous people within Expedia and help shape our policies and practices. It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available. We would like to assure Ms*** that her business is important to us
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

August 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, Incregarding an issue from our customerWe appreciate the
Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Our records reflect that on July 13, Mr*** booked two one-night stays at the *** *** in Reno, Nevada from July 18, 2015, through July 19,
Our records indicate that Mr*** booked an Expedia Unpublished Rate hotel reservation onlineExpedia Unpublished Rate hotels appear in the search results after a customer executes a standalone hotel search on ExpediaThe customer chooses the area (as defined in the search parameters), star rating, price and a few amenities but the hotel name and address appear only after the booking is completed
We understand from Mr*** complain that The Casino was closed and was not expected to open until next year, the staff on site was minimal and there were no restaurants
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 you book on Expedia, we hope and expect that your 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 this did not occur
At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stayWhile we do not view this complaint as something Expedia is responsible for, because we value Mr*** as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaint. A refund in the full amount of his booking $ was issued to his original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly his 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