Expedia Inc

October 29, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Inc. 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, Inc. 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 [redacted] (Revdex.com case number [redacted]) regarding their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We 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 attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier 3 Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
To Expedia,
My Itinerary number is #[redacted].
I sent all information to you ([email protected]) with explanation at same time as Revdex.com on 3/26/16.Sincerely, [redacted]

Complaint Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Expedia has received updated information from [redacted] Airlines. They advised there was no airline schedule change. The travelers were not allowed to continue with the flight due to incorrect travel documentation.
[redacted] Airlines will not authorized the refund for the unused portion of the flight.
 
On November 1, 2016, Expedia contacted Ms. [redacted]. Expedia advised the customer we would still honor the refund for the unused portion of the flight in the amount of $551.98 per each ticket. The customer agreed.
 
The refund will be issued to the original form of payment ending in [redacted].
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

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 [redacted] (Revdex.com case number [redacted]) regarding a flight.  We understand [redacted] is requesting a refund.
Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address [redacted] concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Delia K**
Tier 3 Customer Service

December 7, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. 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, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted], (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect on October 7, 2016 Ms. [redacted] contacted Expedia.com and booked a package vacation with two round trip flights from San Diego, CA to Cabo San Lucas, Mexico departing November 4, 2016 and returning November 8m 2016 and a stay at the Sheraton Grand Hotel in Los Cabos for corresponding dates. 
 
The customer states they were given the information by an Expedia booking agent that they would b allowed to enter Mexico with passport cards and did not need a passport book.  This information is only true if traveling by land or sea, but not by air.  Expedia.com’s Terms of Use does inform customers that they are responsible for verifying all travel documentation needed with the proper authorities and that Expedia is not responsible for travel documentation advice.  However, as a courtesy, Expedia refunded the hotel fees in the amount of $485.36 and the change penalty fees in the amount of $400.00 that the airlines will charge the customer when they use the flight credit that is being held by American Airlines. 
 
As American Airlines is the merchant of service for the flight portion of the itinerary and they will hold the flight credit for the customer for a period of time stated in their fare rules, provided on their online itinerary, Expedia has provided refunds for the amount of money the customer would lost due to this matter.  Expedia considers this matter resolved and will provide no further refund.  The customer may contact Expedia when they are ready to utilize the flight credit they have with American Airlines and we will assist in applying that to future flights. 
 
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[redacted]
Tier 3 Customer Service

October 7, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] 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 time...

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 Ms. [redacted] (Revdex.com case ID [redacted]) regarding email solicitation. Our records indicate the customer has a guest account with Expedia. We understand from the complaint the customer is requesting to unsubscribe from all emails. As per the request, Expedia has unsubscribed Ms. [redacted] accounts associated to the email address: [redacted] , from future e-mails, mailings and newsletters. This process may take up to 10 business days. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

September 18, 2017
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from .We regret to hear did not accept our response. After further review, our response to Mr. [redacted]’s complaint has not changed. We attempted to reach Mr. [redacted] by phone per his request, but our attempts were unsuccessful. If Mr. [redacted] would like to discuss the matter, we encourage him to contact our office.
Again, 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,
Marlon J[redacted]
Corporate Correspondence Team

Complaint: [redacted]I am rejecting this response because: The issue of the incorrect information that I was provided remains unsolved. I would like my recorded phone call to be reviewed. I was told by a supervisor that I could move the flight a 2nd time with out a 200 dollars fee per ticket. When I called back the final time I was told that she made a mistake. Regardless she should be held accountable for what was said. If incorrect information is provided then the company should be held responsible. The pervious response did not acknowledge that at all. Was the actually phone call reviewed? Or only the notes entered by the representatives? Sincerely,[redacted]

April 7, 2016
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted].  We regret to hear that the customer is having difficulty locating her coupon.
We have further researched Ms. [redacted]’s complaint (Revdex.com case number [redacted]) regarding the $100.00 Expedia Travel Coupon.  We accessed her Expedia account and the coupon we placed there when we submitted the previous response is still active in the account.  The account and coupon information, taken directly from her online account is:
[redacted]
[redacted]hotmail.com
$100 Expedia Travel Coupon as Goodwill, (100.00 USD) Terms & Conditions http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn100.asp Expires: Jan 31, 2017
Ms. [redacted] can access her account by entering her email address and then looking in her account information under the coupons tab.  When she makes a booking she must do it from within her permanent account, not a guest account, when she reaches the payment portion of the booking it will ask if she wants to apply a coupon and she can apply the $100.00 to her itinerary as payment.  If she has any problem doing so, she can contact an agent at 1-800-Expedia and any agent will be happy to assist her in applying the coupon.  Thank you for allowing us to address this matter further. 
Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attention. As this matter has been resolved, we respectfully request the Revdex.com close this case. 
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Roseanne G[redacted]

December 8, 2017Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Expedia, Inc. 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, Inc.is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a Customer Service Issues.  We understand [redacted] is upset over the customer services that he received while trying to change his destination.We researched this matter further  and our records show a package reservation was booked on our mobile site by Mr. [redacted] or an authorized user to her Expedia account. The package was for 3 passengers which included a combined one-way fare flight reservation departing on October 18, 2017 from Columbus, Ohio arriving in Charlotte Amalie, U.S. Virgin Islands plus a connection in San Juan, Puerto Rico with validating carrier Seaborne Airlines with a 4 night stay hotel reservation at Marriott Frenchman's Reef and Morning Star Beach Resort located in St. Thomas, U.S. Virgin Islands. The customer also included a roundtrip shuttle between hotel and St. Thomas Airport; in conclusion, the customer paid a total of $2,485.16 on itinerary [redacted].Expedia was contacted on September 12, 2017 and our agent documented the customer indicated that they wanted to cancel their reservation therefore, the agent cancelled the roundtrip shuttle and processed a refund in the amount of $142.98. the agent also cancelled the non-refundable hotel reservation and processed a full refund in the amount of $778.70 due to the flexibility policy on Hurricane Irma and Maria. The agent assisted the customer in booking a 5 night stay Hotel Collect reservation at Renaissance St. Croix Carambola Beach Resort & Spa located in St Croix, U.S. Virgin Islands with check-in date October 18, 2017 and check-out October 23, 2017; furthermore, the customer was quoted a total of $1,176.00 on itinerary [redacted]. Then the agent assisted the customer in booking a new roundtrip shuttle service between the hotel and St. Croix Airport; as a result, the customer paid a total of $85.00 on itinerary [redacted]. The customer called Expedia Customer Support on September 18, 2017 stating that his flight was cancelled and was requesting a new flight for the same departure date of October 18, 2017 and only changing the arriving destination to St Croix, U.S. Virgin Islands; therefore, the agent attempted to contact Seaborne Airlines but their offices were closed. On September 27, 2017 Mr [redacted] called Expedia Customer Support requesting a follow-up on his case; the customer also requested to change the destination located to arrive in Honolulu, Hawaii. The agent cancelled the Hotel Collect reservation with itinerary number [redacted] with no penalty since the booking was still outside penalty at the request of the customer. In addition the we cancelled the roundtrip shuttle service with itinerary number [redacted] and processed a full refund in the amount of $1176.00 and $85.00. The agent assisted the customer in booking a 5 nights stay hotel reservation at Hilton Hawaiian Village Waikiki Beach Resort located in Honolulu, Hawaii with check-in date November 15, 2017 and check-out date November 20, 2017; the customer paid a total of $911.70 on itinerary [redacted].On October 4, 2017 the customer was refunded for the outbound Seaborne Airlines flight in the amount of $736.80; in addition, the agent confirmed through Delta Airlines website that their return flight was exchanged by the airline to depart on November 20, 2017 from Honolulu, Hawaii arriving in Columbus, Ohio with a connection in Los Angeles, California. The customer paid a total of $1,289.70 on Expedia itinerary 7300731461903.November 19, 2017 Mr. [redacted] was not able to check in online called Delta who advised the customer that he owed $1200.00. Mr. [redacted] contacted Expedia and on a three way call with Delta was advised that the process was completed. Tickets were issued and the customer took the flight. The agent issued a $150 coupon for customer experience.In regards to your luggage please contact Delta in for compensation. 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,Alene W[redacted]Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because: Expedia is still not coming clean about their malpractice. At least this time, the company acknowledges that the issue was due to a system problem that I had no control over. As mentioned by Expedia's response, I am the one who initiated the call to ensure that I had a return flight. Although I paid for a bundle that included a return flight, I spent several hours on the phone with Expedia, and was obligated to book and make an additional payment for a return flight. The last person who eventually booked my flight gave me a quote that was higher than the price shown on the airline website. After I brought this discrepancy to her attention, she stated that she will still book it at the price shown in her system, but she will refund me the difference to match the price show on the airline website. Just so you know, my bundle deal was for 2 travelers and I can ensure you that 2 return flights did not cost $35. I will highly appreciate it if Expedia get their facts straight before making a statement. I do not expect any company to be perfect, but sincerity and honesty are required.Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
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 [redacted] (Revdex.com complaint #[redacted]) regarding the service refund request. 
 
Our records show on March 4, 2016, Ms. [redacted] self-booked an Expedia.com transport reservation via booking number [redacted] in the amount of $52.00. We understand from Ms. [redacted]’s complaint, the transport service was never used and is requesting a refund.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter. A refund in the amount of $52.00 was processed back to the original form of payment. As refund has been given to the customer and the issue has been resolved to Ms. [redacted]’s desired outcome, Expedia considers this matter 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,
 
Angel A[redacted]
Tier 3 Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Here is the email that was sent to me 2 hours before arrival at the original hotel that I was supposed to stay in.

March 7, 2017
 
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
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 [redacted] (Revdex.com complaint #[redacted]) regarding the flight exchange issues. 
 
Our records show on November 8 and November 28, 2016, Mr. [redacted] self-booked three flight reservations with travel dates as February 2 to February 12, 2017. We understand from Mr. [redacted]’s complaint an airline schedule change took place prior to they travel dates that he accepted. The customer also stated upon check-in for the flight, one of the tickets was not issued correctly which cause unexpected expenses. Mr. [redacted] is requesting a refund for the rescheduling cost due to possible Expedia error.
 
Upon researching the customer’s complaint, we can confirm on January 17, 2017 the airline initiated a schedule change and Mr. [redacted] was notified via email. Further research shows after the customer accepted the new flight provided by the airline, one of the passengers was not added correctly due to the airline’s system error.
 
Expedia.com acts only as an independent reservations agent for hotels, airlines, and travel insurance providers and must abide by the terms and conditions of that particular vendor as well as any airline initiated schedule changes.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he encountered with one of the vendors provided on our website. As a courtesy a $200.00 Expedia Travel coupon has been placed on the customer’s account that he can use for future travel. As compensation has been given to the customer, Expedia considers this matter 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,
 
Angel A[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:Expedia states:We hope the customer understands [redacted] Airlines and [redacted] Airlines were the operating carriers and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia.However Expedia  is  listed as the company that   made the charges and received payments as shows on my AMEX statement. See attachments.Additionally, [redacted] sent me the following:Dear [redacted],Thank you for your incredible patience with our response. Following my investigation, you were a "no show" to your original flight, I am sorry you missed it, we do not take responsibility. I also checked  with our ticketing department you are entitled to a full refund for your ticket. Since you purchased your ticket from Expedia you need to contact them for the refund.Best of luck.Sincerely,[redacted] Customer CareOn my Expedia Confirmation page:From the Expedia confirmation page:    Hello, [redacted]        My Scratchpad 0    My Trips    Support    Español    ???? Chinese LanguageFor customer service, call us toll-free at 1-800-319-4834. For customers outside the US, please call 1-404-728-8787. International calling rates will apply.    Home    Bundle Deals    Hotels    Cars    Flights   Cruises    Things to Do    Vacation Rentals    Deals    Rewards    MobileBeginning of main contentMy TripsItinerary ActionsPrint Opens in new windowEmailPrevezaSun, Sep 18 - Sun, Oct 2 Booked. No need to reconfirm. Total: $1,570.73
Sincerely,
[redacted]

October 21, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear [redacted] did not accept our response and/or resolution offered.
 
On October 21, 2015, Expedia was able to confirm that a refund in the amount of $498.85 for the full amount of the hotel portion for the child traveler was processed on September 17, 2015.
 
The amount of time it takes for the customer to receive a refund depends on how quickly their credit card company processes refunds. We recommend the customer contact their financial institution to confirm the 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,
Nicole P[redacted]
Tier 3 Customer Service

August 31, 2017
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. 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, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Ms. [redacted]’s complaint. At this time we are requesting Ms. [redacted] please provide an itinerary number for his booking and the email address associated with his Expedia account. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further.
Again, 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,
Marlon J[redacted]
Corporate Correspondence Team

April 26, 2017
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. 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, Inc. is 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 October 31, 2016, Ms. [redacted] booked roundtrip flights from Cancun, Mexico to Cozumel, Mexico from April 8, 2017, through April 15, 2017. We understand from Ms. [redacted]’s complaint that her flights were affected by an airline scheduled change which caused her to miss her flight. As a result, she utilized a cab and took a ferry to her destination. She is requesting a refund of $366.60 for the tickets and an additional $200.00 for a cab ride.
We apologize for the inconvenience this may have caused. Please be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes. At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stay. While we do not view this complaint as something Expedia is responsible for, because we value Ms. [redacted] as a customer and regret the experience she reports, we have already undertaken an exception to resolve her complaint. A refund in the full amount of her booking $366.60 was issued to her original form of payment. Refunds like this typically take 3-7 business days to post to individual accounts, depending on how quickly her credit card company processes refunds. We would need to see receipts for the cab ride that she mentioned in order to submit for refund consideration.
Again, 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,
Marlon J[redacted]
Corporate Correspondence Team