Expedia Inc

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

June 3, 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 Vanessa *** *** (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:
We were never notified of the flight changeI had created the email account *** for wedding purposes and honeymoon purposes only, so I would not lose things to spamI search my spam, my trash, my inbasket - everywhere - and I never received notification ever.Sincerely,*** ***

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

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

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

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, *** ** ***

February 11,
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
Mr*** states in his complaint that he booked a flight and car rental through Expedia on January 11, Mr*** says he contacted our office and we informed him that we were having issues with our websiteHe also states that we informed him that the charge of $would eventually show up but, when he arrived at the airport, there was no itinerary on file for him according to the airlineMr*** paid $1,for a ticket at the airport and feels that Expedia should refund $because he had been quoted $on our website
Our records reflect that Mr*** contacted our office on January 11, 2016, regarding itinerary ***He was informed by our representative that the itinerary had been saved but, not successfully purchased on our websiteMr*** acknowledged that the flight had not been booked and asked what he should do since he was at the airportOur representative advised him ask the airline if the flights were available and if so, he could book his flight at that timeOur representative asked if Mr*** needed the flight numbers to give to the airline and he said yesThe flight numbers were provided and the call ended shortly thereafterBased on our findings, we are unable to honor Mr***’s 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

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 August 3, 2016, the customer’s credit card is still reviewing the credit card dispute and have not charged back the temporary credit from the customer
Once the customer’s credit card company advises the customer and Expedia that the temporary credit will be removed from the customer’s accountThe customer will need to forward that letter head via the Revdex.com link to Expedia
Once we receive the letter, Expedia will review
We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Delia K***
Tier Customer Service

Complaint: ***
I am rejecting this response because:Their customer service seems random and unreliable since on some transactions the customer can cancel the airline ticket with a full refund within hrs of purchase (this is the US law), and in some, as in this case, they say this is not possible. I have been doing business with Expedia for more than yearsI spend close to $20,with them annuallyI have a lot of data points to show for the hr fully refunded plane tickets.If they sell such fares that do not comply with the US DoT rule, they should alert the customer to this fact by putting red bold letters on Expedia's website stating as such rather than obfuscating this fact by using rather creative fare labels/classesOr they should notify the customer that they will be leaving the Expedia website to complete their transaction on the said airline's websiteThey do not do eitherThey prefer to retain the customer's traffic, and the business of the customer on their websiteSo, how can the customer know from one day to another whether they are dealing with a fare that complies with the DoT rule or not? BTW, US DoT refund within hrs rule applies even to the most strictest economy faresI know so because I once accidentally purchased such a fare through Expedia and was able to cancel it once I realized this fact. This has nothing to do with the fact that Expedia is acting as a 3rd party or as a 1st party When I go to Expedia's website to do business, I am trusting the company with my business, with my credit card information, as far as I am concerned they have a responsibility to let me know up front what I am purchasing, what I can do with that purchase, what I can not do with that purchaseIf Expedia were a true 3rd party reseller as they are arguing, their website would pthe said airline's website on a separate window and ask the customer to complete the rest of his/her transaction on the non-Expedia siteThat way the customer would immediately know and go "wait a minute, I am not doing business with Expedia anymore....". If I knew that the ticket Expedia sold me did not comply with the US DoT rule, and that I would have to deal with a nlegal entity to plead my case, I would not have purchased that ticket. I believe Expedia is shirking its responsibility towards me as a customer by hiding behind the fine print of its Ts & Cs. Sincerely,
*** ***

Complaint: ***I am rejecting this response because:When an customer purchases goods and services from a company it is understood that any questions or concerns will be addressed accordingly by that company.When the booking was made it was under the basis of the reputation of Expedia.com not on its vendors, it is assumed that If I pay money and you receive it that you will answerI only wanted responses for the mis information, I wanted someone to own the issue from start to finish, not to transfer me from one dept to the other making me loose time, that I couldve been with my family which to me was gold, specially since I had months without seeing my son and one of my two daughters...I think that if you dont have people that are knowledgeable then you should just put that as a disclaimer on your website...because that was major part of the problemI stated that when I told you that I was given the run around by expedia employees and getting insulted by expedia rep from the hotelI think that this was a discrimantion act from expedia...specially after the representative asked me "why are you travelling with a month old baby?" All I want is for expedia to take responsibility for their employees action mistakes and mishandling of my situationI planned along with my wife this vacation and worked all year for this horrifying experiencedWhen I asked for help I was ignored, insulted, discriminated against and I want to make sure that this doesnt happen again. 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, *** ***

August 13,
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 his reservation
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case
Sincerely,
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
Sincerely,
*** ***’s

Complaint: ***
I am rejecting this response because: I feel Expedia does not do it's customers due diligence when they keep them on the phone for almost hours and get nothing for it, first of all, this funeral was at Arlington National Cemetery, my father in law passed back in September, however, we had to wait for the cemetery to give us a date, which was Feb10th, we booked flight arrangements with Expedia, something, I will never ever do again, to fly down on the 9th and return on the 12thNow, storm Niko hits the New England area and all flights were cancelled on the 8th by Jet BlueI called Expedia who gave me nothing but apologies and policy quotes, I then called a representative from Jet Blue who explained to me that this flight was cancelled due to no fault of ours and we were entitled to a refundI then called Expedia back, spent another god knows how many hours with different representatives from the Philippines again apologizing and quoting policyAll we were trying to say was what good is a return flight if you could not get there in the first place, where is the human factor in all thisI understand we may lose this money, shame on me for trusting an outside organization to deal with in the first placeWe also booked parking arrangements with pre-flight parking and we received a credit in full the every next day, to this date we have received nothing for the flightsMy feeling on all of this is that Expedia dupes the public, they do absolutely nothing when a problem arises except to quote policy and apologiesIf ever I do decide to fly again, I will deal directly with the airlines, not ExpediaToday I did file a claim with United to see what happens and I am still waiting for a refund from Jet Blue which Expedia told me was forth coming but would take weeks, if I don't receive that by the end of this week, I will file a claim with Jet Blue myself, so, as you can see Expedia does nothing for there customers but lure them in and as long as nothing goes wrong, then everything is fine, but, as soon as something like this occurs, duck and coverI apologize for bothering Revdex.com with this but as far as I'm concerned the public needs to know how deceptive Expedia is because as we all know, the public doesn't have time to read all the little print, so shame on me but shame on them for misrepresenting who they are
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:Expedia never tried to reach out to me,neither attempting to contact me over the phone or e-mailSincerely,*** ***

May 21,
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 Ms*** *** (Revdex.com case number ***) regarding a flight reservation
Our records indicate that on January 16, 2015, the customer self-booked a flight reservation for two travelers using Expedia’s website; itinerary ***Travel was with *** *** from Ft Lauderdale, Florida to New York, New York, departing on June 5, 2015, and returning on June 13, On January 22, 2015, Ms*** contacted Expedia and exchanged the return flight to a new date, June 21, She states she requested both the outbound and inbound flights to be changed and is requesting that Expedia updates the itinerary with no additional charges to her
Upon receipt of Ms*** Revdex.com submission Expedia contacted her by phone and verified the desired departure date for her flight is June 13, As we were unable to verify the information discussed during the exchange process on January 22, 2015, Expedia decided to honor the customer’s request and cover the airline imposed charges for updating the outbound date to June 13,
On May 20, 2015, the tickets were reissued for the desired by Ms*** travel dates and on May 21, 2015, Expedia sent a confirmation e-mail to her with the updated itineraryIn addition, we contacted Ms*** by phone to confirm the changes have been completed
We regret Ms*** 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,
*** ***
Tier Customer Service

March 15,
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 February 28, 2017, Ms*** booked a one-night stay at the A Victory Inn and Suites- Muskegon from March 4, 2017, through March 5,
We understand from Ms***’s complaint that she was dissatisfied with the hotel and is now requesting a refundMs*** says that the hotel was disgusting and amenities were lackingIn particular, there was no access to the swimming poolShe says that she left the property within an hour after being told that she would be refunded
Our representatives are required to contact the property to get approval of refundsIt is by the discretion of the property manager that refunds are approvedOn March 15, 2017, we contacted the property manager and requested a refund on Ms***’s behalfWe explained the reasons for the request and presented in the Revdex.com ComplaintWe informed the manager that Ms*** was unhappy with the property and was offered a refund prior to leavingWe also informed her that there was no access to the swimming pool
Regrettably, the refund request was deniedThe property manager stated that the swimming pool was under construction at the time and that was beyond their controlWe were also informed no one that Ms*** spoke to had the authority to approve a refundThey advised that they would be sticking to their cancellation policy which charges a penalty of one night if a reservation is not canceled within the first minutes of check in
Please note that each of the companies with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to them
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

August 6,
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 her reservation
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case
Sincerely,
Tier Customer Service

July 17,
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 Mrs*** *** (Revdex.com case number ***) regarding a package reservation
Our records indicate that on April 30, 2014, the customer self-booked a package reservation using Expedia’s website, itinerary ***The package included flights, hotel accommodations, car rental and travel insurance for three travelersThe flight portion of the reservation was with *** *** for travel departing on July 12, 2014, and returning on July 19, On June 30, 2015, the customer contacted Expedia and cancelled the reservation, receiving a full refund of the hotel and car rental portions, utilizing the reservation’s travel insuranceAirline credit for future use in the amount of $per person was provided for the flight portion of the bookingWe understand Mrs*** is requesting to utilize her airline credit
We have verified this issue was resolved on July 5, 2015, by a representative of Expedia’s corporate customer service teamThe credit expiration date provided by Expedia’s representative at the time of cancellation was a year from the date of the scheduled start of the trip; however, the actual credit expiration date was a year from the date of ticket issueDue to this error, and as the airline credit was subject to an airline imposed penalty fee of $per ticket, a refund in the amount of $per person was issued by Expedia, back to the original form of paymentThe time it takes a refund to post to Mrs*** account depends on how quickly her credit card company processes refunds, generally within 3-business days
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 providers*** *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines
In addition to the refund, an Expedia Travel Coupon was added to the customer’s online Expedia account as compensation for the issues with her airline creditWe regret Mrs*** experience was not as we would have hoped, and any subsequent inconvenience caused
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