Expedia Inc

Complaint: [redacted]I am rejecting this response because:
In your attachment you show a hyperlink to click on which is labeled "refueling". I'm suppose to know that the "refueling link" would show me information about limited mileage??? You're really reaching here. You know you guys are wrong and should change your deceptive practices. I'm not asking for a refund just that you stop the deceptive practices. Again even in your picture it clearly states unlimited mileage.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  Expedia on line services is the most frustrating service trying to deal with when changing a reservation.  Every single time I connect with their representatives in the Philippines, we start from square one and go through a "process" that gets no results.  They have their customers hanging on the line for much too long of time, a requirement of their "policy" going by "clip board rote" process and NOTHING gets resolved.  I am still trying to change a single leg of flight and I am at the end of my patience....6 calls, most lasting going on 30 minutes, with their calls to "help desk", unable to contact airlines, etc.  When I ask them to call me back once they have the information requested/required, their reply is they can not do it due to "company" policy.  Based on this type of service, I will never recommend nor use Expedia again in world wide travel reservations.  These people should not be in business and based on this experience won't be long; they are not customer service oriented, and totally unable to resolve the most common issues in the travel industry.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
It is obvious that you are not trying to help me about my account.
And you are not answering directly to my question.
I dont have any possibility to use the mail address you are talking about starting with "[redacted]" it is not mine. So I can not get my account back with this way..
The Id number you provided.. There is no place to use that information to get back my account either...
The question about my account's points still not answered. Is there still points over 100 USD in my account?
How will I get my account back?
Sincerely,[redacted]

September 27, 2015
 
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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a reservation booked on Expedia.com.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
 
Tier 3 Customer Service
 %3

January 31, 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 Mr. [redacted] (Revdex.com case number [redacted]) regarding a refund for cancelled hotel penalties.
 
Our records reflect on August 13, 2016 the customer accessed Expedia.com and booked a package reservation for flights for four passengers from San Jose, CA on November 18, 2016 to Cabo San Lucas, Mexico returning November 24, 2016.  The reservation also included a stay at [redacted] - All Inclusive Resort for corresponding dates.  The flights were non-refundable and contained a $150.00 per person change fee. The hotel’s stated terms, agreed to at the time of booking were:
Cancellation and Change Policy: Refundable 
Cancellations or changes made after 4:00 PM local hotel time, Wednesday, November 16, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
 
The customer has stated his family missed their flights on November 18, 2016 and had to reschedule their trip.  The hotel terms above provided the hotel had the right to keep the reservation in full as it was not cancelled prior to check in date.  The hotel was kind enough to only charge a penalty of $264.31.
 
As the flight and hotel were a package booking, when the customer did not keep his reservation, Expedia had to cancel the first reservation and rebook the customer.  The customer is concerned that the hotel pricing was higher when re-booking on November than it had been in August. 
 
Expedia uses real-time reservation databases for our travel products, such as cars, hotels, cruises, and flights.  These databases link to our vendor partner’s companies and contain up to the moment prices and availability.  Information on the databases is updated constantly by vendors as pricing changes and travel related items are sold to our customers and customers who are accessing the same pool of products independently or through other travel companies.  Vendors also limit the amount of their product available for discounted pricing.  As the discounted items sell out, low prices may no longer be available.  As the customer was booking imminent travel, pricing was higher than when they originally booked several months earlier. 
 
When the customer decided to cancel his reservation a second time, the hotel agreed to refund the penalty they kept on the first cancelled booking and $264.31 was refunded to the customer.  However they did enforce the terms of the second booking, which were:
 
Cancellation and Change Policy: Refundable 
Cancellations or changes made after 4:00 PM local hotel time, Friday, November 18, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
 
Expedia requested a waiver for the hotel penalty, but the hotel declined and advised they would be enforcing the penalty by retaining one night hotel charges, plus taxes and fees, in the amount of $647.48. 
 
Expedia regrets Mr. [redacted] situation, however, the matter stemmed from his family missing their original flights and Expedia must support and enforce the terms and policies of the vendors whose services we offer on our website.  We cannot agree to refund the customer’s hotel penalty. 
 
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

April 28, 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, 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 28, 2015, Mrs. [redacted] booked roundtrip flights from Omaha, Nebraska to Cancun, Quintana departing on March 12, 2016, and returning on March 19, 2016.
We understand from Mrs. [redacted] complaint that Delta Airlines initiated a schedule change to Mrs. [redacted] itinerary casing her to miss her connecting flight from Mexico City to Cancun. Per Mrs. [redacted], the change was accepted by Expedia and Delta Airlines quoted a $200.00 fee per passenger to make a voluntary change to her flights. Mrs. [redacted] is now stating that she is due compensation for the stress of missing her flight and dealing with unsatisfactory customer service from Expedia.
We apologize for the inconvenience this may have caused Mrs. [redacted]. Please be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes.
Our records confirm an airline schedule change to two flights causing a 19 minute difference to one flight.  We sent email to Mrs. [redacted] advising of change. There was a one hour one minute connection time between flights. A Delta Airlines representative advised Expedia that the connection time was valid and that only a 35 minute connection time is needed. 
An involuntary airline schedule change can include a change in flight numbers, departure and arrival times or operating equipment. As these changes were considered minor by airline standards, Expedia accepted these changes on the customer’s behalf and sent an email regarding the change. As we see no errors by Expedia, we are unable to offer 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,
Marlon J[redacted]
Tier 3 Customer Service

September 4, 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 [redacted]. As an offer of goodwill, we would like to offer a $100.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. This coupon is available within the customer’s account for immediate use and is valid for one year from the date of issue. We hope Ms. [redacted] will allow us the opportunity to improve upon her experience in the future.
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 14, 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 Best Price Guarantee request.
Our records indicate ohn March 13, 2016 the customer accessed Expedia.com and booked a hotel reservation, itinerary #    at Forenom Vantaa Airport Hostel in Vantaa Finland.  The reservation type was “Hotel Collect”, which is stated on the top left side of the customer’s itinerary.  The hotel collects their charges directly from the customer’s credit card.  Expedia is just a third party booking intermediary in this type of reservation.  The customer’s credit card statement will  show the charge was made by the hotel, making them the merchant of record.   This type of booking is not the same as the one supplied by the customer as a comparison for the Best Price Guarantee request. 
This information has been provided to the customer several times and while we regret it is not the answer they wish to hear, it is the correct answer. 
As a courtesy, on March 22, 2016 during a call the customer made still inquiring about the Best Price Guarantee issue, an Expedia agent did provide the customer with a $50.00 Expedia travel coupon, which the customer accepted and has already applied to a new itinerary.
As the customer’s comparison hotel did not meet the program rules, disqualifying it, and the courtesy coupon was provided, Expedia considers this matter closed and no further compensation will be provided.
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

Dear Revdex.com, We refer to your email to us in relation to a complaint of [redacted] concerning the reservation booking on Expedia.co.in (Itinerary No. [redacted]). We discussed this matter with Mr. [redacted] over the phone and was informed that he paid an extra charge of INR6470 while rebooking the accommodation. Hence, we have issued a further refund of INR6470.00 in addition to the compensation refund of INR1000.The refund would reflect on the billing statement in next 7 working days. We hope that this case is now resolved with Mr. [redacted].ThanksDapinder K[redacted]Priority Customer Escalations Agent, APAC-EMEA | Expedia, Inc. |

Complaint: [redacted]
I am rejecting this response because: 
As seen on the attached, the cancellation policy posted on the Expedia website made no indication that there was only a partial refund.  Multiple points of the posting indicated a full refund if cancelled prior to 26Jun17.  Whether there was an error in the posting at the fault of Expedia or the hotel directly , the policy stating on the booking must be honored.
Sincerely,
[redacted]

Expedia is a very bad company. The hotel when I called them before making my  reservation did not say anything about a weight limit on my dog.  Then when I showed up at the hotel they said nothing about the weight of my dog but said they did not take dogs with long hair.   I then called Expedia who refused an immediate refund and instead it took 3 hours to get a place and they did not care that it was 11 pm at night it was not a good hotel, it was creepy, I slept in my clothes, it smelt.  I hated the experience.  and now I hate Expedia.

Complaint: [redacted]I am rejecting this response because: I have never received from Expedia an invoice, statement, e-mail confirmation or any summary that showed my total package price as $2,380. I only have the itinerary with the price as $1,809.70. This was for the car at 215.30, the original [redacted] at 570.80 and the flights at $1023.60. 
I selected flights based on the price. After taxes and fees, they were $511.80 per ticket. Not $797.02 per ticket.
When I changed the [redacted] and spoke to a customer service rep. Never was it said that the price of my flights had now jumped to $797.02 each. NOR did I receive any type of  communication from Expedia to that effect. Had I received a new price summary, I would have canceled the trip as I would have never agreed to purchasing 800 dollar plane tickets! The only thing I received was a new itinerary for the new [redacted] price for 677.84 which was correct.
Throughout this process, I have received many excuses from Expedia about the extra charges but never any confirmation that my package total had increased by $570.44.Therefore, I would like to be charged only for what I agreed to pay for the flights based on the only paper trail that exists for this trip.[redacted]

July 27, 2016 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-[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 is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted]) regarding a best price guarantee refund request. Our records show on May 5, 2016, Ms. [redacted] booked an Expedia.com hotel reservation via booking number [redacted], with travel date commencing on July 12th, 2016. The booking total was $514.86USD. We understand from Ms. [redacted]’s complaint, she was not happy with the best price guarantee service from Expedia. The customer stated she contacted Expedia on July 15th, 2016 and the agent advised we were unable to view the address. Ms. [redacted] is requesting a refund of the difference between the price she paid Expedia, to that of the lower amount she found on a different site. After reviewing the case we have decided to process a refund for the amount of $127.70USD only as a courtesy. We have documented the customer’s account. We suggest Ms. [redacted] reviews the Best Price Guarantee terms and conditions before submitting this request in the future. As a refund has been given, 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, Daniel A[redacted] Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
In regards to Expedia being unable to change the ticket per the airlines's mandate, this contradicts what the airline told me in person. Expedia claims to have talked to the airline on my behalf, yet when I spoke with the airline directly, I received a different answer which favored my proposed outcome. 
Sincerely,[redacted]

September 22, 2015
 
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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a reservation booked on Expedia.com.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
 
Tier 3 Customer Service

November 2, 2015
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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a reservation booked on Expedia.com.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
[redacted]

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. Thank You very much for everyones timeSincerely, [redacted]

November 17, 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, 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 August 10, 2016, Mr. [redacted] booked a roundtrip flight on [redacted] Airlines from Cincinnati, Ohio to Mendelin, Columbia departing on December 23, 2016, and returned on January 3, 2017.
We understand from Mr. [redacted]’s complaint that his flight was affected by an Airline Schedule Change. He states that change affected the value of his ticket making it less than what he paid for. Mr. [redacted] is requesting that Expedia refund the difference between what he paid and the current value of his ticket.
From time to time and for a variety of reasons, airlines issue schedule changes.  We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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. [redacted] Airlines is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Expedia has no control over when, or how often, airline initiated schedule changes occur. Expedia cannot provide alternative flight options unless approved by the airline, nor can we offer to refund for schedule changes.
Please note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them.
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: This issue has still not been resolved. I have had no call back, although I was told it would be looked into and I would receive a response within 24hrs, this has now been over a week with no response. I have not been accommodated on any other flight,  have never been offered any alternative or flight later than the earlier scheduled time. Meanwhile, I have been unable to make further plans because the airline and expedia continue to hold my $4,000.00 preventing me from making further any future plans. And all the while earning interest  on my money. My trip was to se my 85 year old mother, whom I have not seen in almost 3 years, and expedia and [redacted] have ruined my plans and continue to hold my money hostage. Disgusting!Sincerely,[redacted]

January 4, 2016
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-[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, We understand Mr. [redacted] is stating he was charged by Expedia when booking his hotel and the hotel then also charged him when he stayed. On January 4, 2015 we contacted the customer to acknowledge receipt of their Revdex.com complaint and to secure current credit card information so we could make a refund.
Our records indicate on July 4, 2014 the customer accessed Expedia.com and booked a room at the [redacted] to arrive on July 4, 2014 and checking out July 5, 2014.  The customer booked a “pay now” reservation type and Expedia processed a charge of $ 100.13 against his American Express Card.  The customer states he was also charged by the hotel, which should not have billed him.
On January 4, 2016 Expedia has spoken with Tera at the [redacted] Inn who was able to confirm from their records that they had, in fact, billed the customer in error when he arrived for his stay.  They did not bill Expedia and will not do so.  They have agreed to Expedia refunding the customer and they asked that we extend their apology to the customer for the mistake. 
On January 4, 2016 Expedia has processes a refund in the amount of $100.13 to the current American Express card provided by the customer.  We apologize to the customer also for the inconvenience this matter has caused.
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