Expedia Inc

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 Mr. [redacted] (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect on September 27, 2017 the customer accessed Expedia.com and self-booked itinerary #[redacted] for a rental car from Dollar Rent A Car to pick up in Chicago, IL on September 27, 2017 and return on September 28, 2017.  The customer is stating the car had a warning light present when he received and left the rental property.  He had a flat tire a short time later.  He is asking Expedia to compensate him for this issue and for clothing damage. 
 
Expedia serves only as a third party booking intermediary for the vendors who utilize our website to offe their products. We do not own or operate any travel related services.  Expedia’s Terms of Use, agreed to by customer’s who book on our site, states in part:
 
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 Partners. The Expedia Companies and the Expedia Partners 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. The Expedia Companies and the Expedia Partners 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.
Dollar Rent A Car has a process for customers who feel they were not provided with acceptable service and wish to request compensation.  The customer has the option of opening a claim by submitting an online complaint form, or contacting Dollar Rent A Car by phone.  Following is the information on how to access the online form and the telephone number for their customer service and complaint line:
 
https://www.dollar.com/Help/CustomerAssistance.aspx  
For urgent requests, please contact 1-800-800-5252.
 
With regard to the customer’s request that we refund the liability insurance policy he included on his itinerary; this fee is provided to AON Affinity Insurance company, an independent vendor, who did insure the vehicle during the time Mr. [redacted] was in possession of it. We would not be able to refund their fees as the insurance was provided. 
 
We regret the inconvenience the customer encountered.  We do not show he contacted Expedia during the reservation to request our assistance in resolving the issue. If contacted during a reservation, Expedia will always make every attempt to work with the vendor and customer to facilitate an acceptable solution. 
 
We encourage the customer to contact Dollar Rent A Car to seek compensation in 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[redacted]
Tier 3 Corporate Customer Service

Complaint: [redacted]It appears we are getting lost in translation here. The confirmation I am requesting is from Expedia to the vendor, Europcar, and not to me.  According to Expedia its policy is to communicate with the vendor within 24 hours of customer arrival which was not done.  Expedia used this argument to not refund me the entire difference, let's leave aside the inconvenience during 7/21 and post-trip.  If that was done than I would like proof otherwise Expedia shows it did not follow its own internal procedures, putting an infant in harms way, and leaving 8 people stranded.EZ rentals:Correct, we used the rental car for two days instead of 7 days.  The two original reservations were for two vehicles (Mid-Size SUV, Economy Car) as we were a party of 8.  After renting a Mid-Size SUV with Enterprise and kindly getting upgraded to a full SUV that sat 8, we elected to only have the economy car from EZ rentals for 2 days to alleviate the total bill as at that time we had been told on a phone call with Expedia (recorded on our end and likely Expedia's end), that we were going to be refunded fully for the difference between our actual cost and the original cost of the two original rentals.     
Sincerely,
[redacted]

November 17, 2015
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 12, 2015, Mr. [redacted] booked roundtrip flights from Islamabad, Pakistan to St. John’s Canada departing on October 25, 2015, and returning on November 1, 2015. Mr. [redacted] also purchased travel insurance with the flights. We have confirmed the reservation was purchased by Mr. [redacted] or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative. The terms and conditions of the travel insurance purchased by Mr. [redacted] are as follows;
Cancel your travel plans before your trip begins with no cancellation fees. You will be refunded your hotel cost and receive a credit for your airfare.
We understand from Mr. [redacted] complaint that when he wanted to use his travel insurance to make a change to his return flight, he was informed that he should wait until after he used the outbound flight in order to save money. He stated he took the outbound flight then called Expedia to make the change. He was advised that the insurance was only valid prior to departure. Mr. [redacted] feels that he was misled and is requesting a refund of $2,000.00.
We do not have a record of charges mentioned by Mr. [redacted] and no documentation that he was misinformed. If Mr. [redacted] is willing to provide receipts of the charges that he mentioned, we will continue to research.
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]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Dear [redacted],
Thank you for forwarding the response from Expedia. It clearly shows that Expedia tried to deny two facts in order to cover its wrongdoing:
(1) Neither Expedia nor its vendor has provided me an E-mail address as it suggested in the response. The vendor did make a fair suggestion to me that Expedia obligates to upgrade my tickets as it is the seller.  I fully trust Cindy did advise three Expedia's Representitives to upgrade my tickets. Now I wonder if Expedia intentionally misinterpret its conversations with Cindy. Expedia was the one who should pay price difference, not me. I wish you would make a direct contact with Cindy at 702-770-2270 and verify the truth. Furthermore I want to see any proof which verifies Expedia 's claim 
(2) Attached are the confirmation letter and voucher I received from Expedia after booking my tickets on its website. Expedia said "Premium Seating does not exist as an option". It is not true on 02/11/2016. In fact, It did offer "Premium Seating" ticket on its website and it did confirm it in its voucher.  Expedia has changed its ticket options on its website and eliminated "Premium Seating"ever since. However it is too late to deny that it had falsely advertised. I could send you a screen shot as proof upon request. I do surely believe Expedia won't want to see it, because it knew it did sell "Premium Seating" on its website and made a correction sometime after Feb. 12, 2016.
I wish Expedia would seriously investigate this case, face the facts and offer a fair resolution.

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]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. While I have concerns about Expedia's business practices and would advise other consumers to be very cautious when conducting business with Expedia, I find that this resolution is mostly satisfactory to me.
Among other concerns, I would like to clarify one point in particular: Although the Expedia representative insists, "The fact remains that the customer would need to purchase a new ticket to travel," this is unfortunately not a fact at all. Lufthansa made it plain to my co-passenger that I was expected and that I had a seat on the flight.Thanks again to the Revdex.com for helping me resolve this matter. Without the advocacy and leverage provided by the Revdex.com as a trusted third party, it seems clear that Expedia would never have taken responsibility for me as their customer. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:It SHOULD have been handled better, It took 3 days to put the money back and more to get my bank account fixed.  I was stuck with no money, no car because it had to be returned and no shelter out of town! I'm currently consulting an attorney about the additional problems this caused.  I want compensation for the problems this caused to myself and my disabled family member who had to be admitted to the hospital because of her medical condition and Expedia causing us to become stranded out of town without any funds nor place to stay. They should have arranged at least accommodations until the money was returned and the bank account taken care of...I'm not playing this game with Expedia for causing a hazardous situation to myself and family member, this was Expedia' s error and I demand compensation for the trouble they caused. I will not settle this matter otherwise. They're simply not taking responsibility for what they done.
Sincerely,
[redacted]

September 29, 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 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 hotel reservation.  We understand Mr. [redacted] is requesting a refund. On September 24, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on August 28, 2016, the customer self-booked a hotel reservation at the Quality Inn check-in date August 28, 2016, check-out date August 29, 2016. Itinerary Number: [redacted]. The customer is stating they canceled the hotel reservation and the customer was advised by Expedia they would receive the refund; however the customer has not.
 
Upon further researching this matter, on August 28, 2016, the hotel reservation was canceled outside the cancellation window. Expedia processed the refund in the amount of $96.60 to the Visa ending in [redacted].
 
On September 14, 2016, the customer contacted Expedia advising they have not received the refund. Expedia advised the customer that the refund was issued on August 28, 2016.
 
If the customer is still stating they have not received the refund. Expedia request that the customer send a copy of a letter head from their credit card company or bank advising the refund was not received.
 
The customer can submit the requested information via the Revdex.com link. Once Expedia receives the information, we will review for a possible refund.
 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
 
Sincerely,
Delia K[redacted]
Tier 3 Customer Service

Revdex.com
E.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.
 
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.  
Dear Resolution, thank you for forwarding my complaint, Expedia has provided me with a refund in the form of a flight credit...

after speaking with another supervisor today and I am satisfied and will withdraw the complaint.  Thank you.Sincerely, [redacted]

I'm sorry, I should have been more precise a little while ago. My new accommodations cost $2309.09, in comparison to the two bedroom apartm[redacted] we booked in January for $1816.08. We are paying almost $500 more, but no longer have two separate bedrooms, which is a significant difference: my husband,...

son, and I are traveling with my mother and father, and, to be blunt, they snore. It sounds silly, but realistically, my husband and I will now get very little sleep for three nights. It may sound like a small thing, but that is why we splurged and booked a two bedroom apartm[redacted] last January. We asked my par[redacted]s, who are older adults, to join us, thinking that we could make them comfortable and each have our own space, and that is now no longer possible. My original request for compensation was based on the two hotel rooms that I was told were booked for me by Expedia last Friday for $2200, but the next day I found that only one was actually booked, and then it was lost as well. If Expedia intended to charge me $2200 for two rooms, then the one that was booked should have been $1100 - which would also be enough of a financial savings to start to make up for their enormous mistakes in the canceled reservations. Though the circumstances have changed somewhat with my new lodgings, in that Expedia would have to send me a check rather than issue a refund, I still feel $1100 would be appropriate compensation for having to spend a great deal of time on a holiday weekend (5.5 hours over two days on the phone with Expedia alone) to find last-minute lodging at exorbitant rates the weekend before a major concert. As I said in my original complaint, they took a bad situation and made it worse - I sp[redacted] more money on accommodations that are not commensurate with the original, through no fault of my own. Again, I sincerely appreciate your help. [redacted]

June 11, 2017
 
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 Mrs. [redacted] [redacted] (Revdex.com case number [redacted]) regarding a request for cancellation and refund of four airline tickets. 
 
Our records reflect on May 25, 2017 the customer accessed Expedia.com and self-booked four tickets for two one way combined fares with the first two legs of the flight aboard [redacted] Airlines, and the remaining flights aboard [redacted] airlines with British Airways as the validating carrier. 
 
When booking, the customer chose flights with airline policies showing the flights were non-refundable.  Changes or cancellations would incur penalties and the remaining credit, after penalties, would be held by the airline for application to alternate flights, within the stated terms of the airlines. 
 
The customer is requesting Expedia waive these terms, agreed to at purchase, due to current conflicts in Qutar, one of the countries on the flights. 
 
Expedia acts only as a third party booking intermediary and as such does not own, operate, or set any terms for the vendors who utilize our site to offer their services.  Expedia must adhere to the terms and conditions stipulated by the vendors and accepted by the customer when finalizing their bookings. 
 
While we fully understand the concerns of the customer, we can only contact the vendor and advocate on their behal.  We cannot override the vendors terms. While some airlines are extending refunds at this time, British Airways, as of our contact today, June 11, 2017, is currently only allowing a rescheduling option for the same flights, and not currently offering cancellations with refunds. 
 
As the situation in [redacted] is currently very fluid, the customer is welcome to contact our Customer Service Department at 1-800-EXPEDIA (1-800-397-3342) at any time and request that we check again with British Airways for changes to their policy. Our agents are available 24 hours a day, seven days a week and while we do attempt to keep our hold times to a minimum, if we are experiencing a high volume of calls, or if we must call the airlines, hold times can be affected.
We regret that we cannot alter the terms of the customer’s booking and agree to the refund she is requesting.
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 Corporate Customer Service

December 10, 2015 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 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 ID number [redacted]) regarding a hotel reservation. Our records indicate on October 26, 2015, the customer self-booked a non-refundable hotel reservation using the Expedia.com website. We understand from the complaint, the customer is requesting a refund due to a previous call to Expedia regarding her reservation. Upon receipt of the Revdex.com submission, we have verified from November 19, 2015, till present, Expedia has replied to the customer’s emails advising the customer the need for her to contact Expedia by phone regarding her refund. Refunds cannot be processed via email. As we are unable to verify the specific call recording the customer has indicated, Expedia has processed a one-time courtesy refund in the amount of $439.76 back to the customer’s original form of payment. We apologize for any inconvenience this delay may have caused. 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, Lisa S.Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: I'm not worried about the refund, I'm worried about the business practice. it's a scheme to Ashley your choice and when you try to correct they increase price. they say it's the hotel that charges the extra money to correct  but the hotel actually charged less than the Expedia original price and half what they said the hotel required to correct the error.  it's a business practice that everyone using the software needs to know about. perhaps the attorney general is where this complaint should be and not the Revdex.comSincerely,[redacted]

July 7, 2015 Revdex.comE.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 the customer did not accept our response and/or resolution offered.As previously advised, Expedia was not able to locate the customer’s account or reservations using the information provided in the complaint, and were not able to reach the customer at the phone number provided. The information provided in the customer’s comment was not linked to an account or itinerary. Expedia was not able to locate a reservation using the hotel’s folio number of [redacted]. We ask the customer please provide us with an itinerary number. The customer may also provide the email address used to make their reservation so that we may fully review the concerns the customer noted. The [redacted] Front Office Manager - [redacted] did advise to have Mr. [redacted] contact her at the hotel to discuss his booking further. 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,  Nicole P[redacted]Tier 3 Customer Service

May 20, 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. Hotwire 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 customer service issues. 
 
Our records show on April 20, 2017, Mr. [redacted] self-booked a hotel reservation for two nights via booking number [redacted], with a same day check-in date in the amount of $202.77. We understand from Mr. [redacted]’s complaint, the hotel was not as expected and he immediately contacted Expedia to request a refund but no proper resolution has been provided. The customer also stated due to the hotel’s poor service he is requesting a full refund of the amount paid for the reservation.
 
Upon researching the customer’s complaint, on April 26, 2017 when Mr. [redacted] brought this matter to our attention, Expedia proceeded to advocated on the customer’s behalf by contacting the hotel. Expedia was informed by the hotel manager since Mr. [redacted] utilized the reservation and the rate was booked as non-refundable, no refund could be approved.
 
Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions set by that particular vendor such as their cancelation policy. Expedia can only advocate on the customer’s behalf with regard to any cancelation and or refund requests. Based on the information provided above, we are unable to honor Mr. [redacted]’s refund request.
 
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]
Corporate Customer Service

Revdex.com
E.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.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number 11008961) 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

October 14, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  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 case number [redacted]) regarding an agent assisted hotel booking.  We understand Mr. [redacted] is asking for compensation due to his reservation being booked incorrectly.Our records reflect that as of October 4, 2017 the customer was issued a full refund for the hotel portion of his reservation. Due to the full refund being issued we are unable to offer any additional compensation for this reservation.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,Hayden J[redacted]Corporate Customer Service

Complaint Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for your response. We have reviewed the documentation/new information provided to further address [redacted] concerns
 
Expedia request that the customer provide a copy of their billing statement that reflects the charge for the exchange on December 6, 2016. Once we receive Expedia will review.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:Thank you for the opportunity to respond to Expedia.  I am pleasantly surprised to have received a response at all given my history of attempts for resolution with the company, most of which I have documented.I am likewise disheartened that the Expedia representative does not recognize my attempts at resolution with a long list of her colleagues over the course of countless phone calls and conversations, all of which I have documented in email and my detailed notes.Frankly, I am also upset that, perhaps in a misguided but well-meaning attempt to help me, Ms. D[redacted] submitted an e-mail complaint to the airline company acting as me (for which I did not give permission) rather than acting on my behalf.  I found this out when I received a negative response from the airline via e-mail to a message I had never sent. The content of the message the employee had sent is unprofessional and objectionable (by my standards), and I feel only hurt my case. In the end, I have spent too many hours sending and resending the requested information, including the requested credit card statements, and I cannot afford to take any more time with this matter.The time I have spent with representatives from Expedia on this matter is no longer worth the dollar amount of the original ticket that was issued to me and never credited back to my account.  As a result, I will no longer use or recommend Expedia's services.
Sincerely,
[redacted]