Expedia Inc

August 10, 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, 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 Ms. [redacted] (Revdex.com case number [redacted]) regarding her hotel reservations.   We understand the customer is requesting a full refund of $388.63, as they were relocated to a different property as per the customer’s request.
Our records indicate on June 6, 2015, the customer booked a hotel reservation – itinerary [redacted] – using the self-service tool on the Expedia.com website. Hotel accommodations were at the [redacted], checking in July 17, 2015, for three nights.
Upon further research, we were able to confirm on July 17, 2015, the customer contacted Expedia to requesting to be moved to a different hotel as they were dissatisfied with the hotel accommodations. At that time, the assisting representative relocated the customer to the hotel [redacted] – Garden City, checking in on July 17, 2015, for three nights with no additional cost to the customer. Additionally, a refund in the amount of $37.42 was processed back to the customer’s original form of payment.
As the customer did utilize the all three nights of their re-accommodated hotel reservations, Expedia is not able to offer any additional refunds of compensation.
We regret that our response cannot be more favorable and hope that, despite your recent experience, you will continue to use Expedia for your future travel arrangements, thereby allowing us the opportunity to restore your faith in our company.  We trust our position in this regard has now been clarified.
 
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,
 
Nicole P[redacted]
Tier 3 Customer Service
 
 %

Complaint: [redacted]I am rejecting this response because:like Expedia said on the above email: we encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time. 
Please show me where  I can find this lovely reminds on Expedia.com?
or does Expedia make it very clear to  me I should contact with Expedia once I checked in the hotel?
 
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  They are just  asking for more time to resolve the issue. Still waiting for a resolution. Sincerely,[redacted]

May 4, 2016 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 their reservation.
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,

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]

August 26, 2016 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 an airline ticket refund request. Our records show on August 27, 2015, Ms. [redacted] self-booked an Expedia.com airline reservation via booking number [redacted], with a trip start date of October 23rd, 2015. We understand from Ms. [redacted]’s case, due to hurricane Patricia, flights were cancelled and they were advised they would keep flight credit without being charged fees. When Ms. [redacted] attempted to use flight credit they were advised they would have to pay a change fee in order to use the flight credit. Ms. [redacted] was previously refunded only for the hotel portion. Ms. [redacted] is requesting a refund for the amount paid for the airline tickets. We have proceeded to process a full refund of $755.40. This has been refunded to the original form of payment used for the booking. In the future we do advise that the customer contact customer support following any cancelled flight due to weather to make sure the details of the cancellation are notated on the reservation. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Mr. [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, Daniel A[redacted] Tier 3 Customer Service

September 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.
 
We would be happy to research the customer’s issues and provide a response, however she did not provide an itinerary number for the reservation in question.  A search of her email and name do not provide an itinerary that matches the information she did give. 
 
If Ms. [redacted] will respond to this reply with an itinerary number, and if possible, the email address she used on the August 30, 2016 booking we will look into this matter and respond with our findings. 
 
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

January 27, 2017
 
Revdex.com
Expedia – DuPont, WA
Complaint Department
 
Re: Expedia Case #: O-[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 refund of a difference in fare.
 
Our records indicate that on January 12, 2017, Ms. [redacted] or an authorized use on her account purchased four-non-refundable, round-trip tickets via Expedia.com, departing on July, 9, 2017, from Chicago, Illinois, travelling to San Jose del Cabo, Baja Mexico, and returning on July 16, 2017, via American Airlines itinerary [redacted].
 
We understand from Ms. [redacted] complaint that she claims that the purchase price for each ticket was $661.79 and one of her travelling parties purchased five tickets for $495.70 and Ms. [redacted] is seeking a refund of the difference in cost.
 
Upon receipt of Ms. [redacted] complaint, we investigated the issues which were brought to our attention. We can confirm that the purchase price for Ms. [redacted] tickets included the additional cost of pre-paid seating and the other reservation did not, therefore the price would have been different.
 
Based on the above, Expedia is unable to honor Ms. [redacted] refund request. 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,
 
LaToya J[redacted]
Corporate Customer Service

Complaint: [redacted]I am rejecting this response because:I NEVER selected 12/7/2015 !!! The dates I selected were 1/7/2017 and 1/8/2017 ,That's 2 days in case you have not noticed ! As soon as I saw the date that Expedia had arbitrarily assigned to me,(5 minutes later) I was on the phone with a "rep" and Byron, a manager. Does that sound like plans falling through.
   What we have here is 2 multi billion dollar corporations swindling the little guy out of $215. I that Byron I would not go quietly, and I have not. I will spend more time on this case. Your customer care is terrible.Sincerely,[redacted]

October 9, 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 [redacted] (Revdex.com case number [redacted]) regarding a refund request for airfare on a cancelled reservation.
 
Regrettably, with the information provided by Mr. [redacted] we are unable to locate his itinerary.  We have attempted to find his account under the name, email, and phone number provided, but was unsuccessful. 
 
Expedia is not the merchant of record for flights and the airline sets the terms and fare rules for flights and the ability to cancel, change, or receive refunds. Expedia serves only as a third party intermediary and must uphold the terms of the vendor, which are provided and agreed to at the time of booking. 
 
However, if Mr. [redacted] will respond with the itinerary number and the email address he used in his booking, we will be happy to research this matter further and provide any information and assistance possible. 
 
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

November 13, 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.com is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the refund and exchange issues. 
 
Our records show on February 11, 2017, Mr. [redacted] self-booked an Expedia.com flight, and hotel package reservation via itinerary #[redacted] with a start travel date of May 31, 2017 in the amount of $1,484.51. We understand from Mr. [redacted]’s complaint, after canceling the package reservation and utilizing the flight credit provided, he was advised the amount paid for change fees would be refunded by Expedia. The customer also stated, after contacting customer support several times, no refund has been given. Mr. [redacted] is requesting for the refund to be provided as promised.
 
Upon researching the customer’s complaint, we can confirm on November 9, 2017, when Mr. [redacted] brought this matter to our attention, the refund request was escalated to our corporate office. We can also confirm that, on November 12, 2017, a refund of $400.00 for the change fees was processed back to the original form of payment.
 
We do regret any inconvenience Mr. [redacted] encountered in the past when trying to resolve this matter. As a refund has already been provided and the issue has been resolved to Mr. [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]
Corporate Customer Service

Complaint: [redacted]I am rejecting this response because:
It is not true that I called the airline and that was not the way I was informed that the airline cancelled the flight. Expedia offered me a "package deal" in March and never informed me about any cancellations. On sept 9th I was told that my only option was to book a flight almost 3x the amount of the original flight and that I would be refunded 400$ (200$ per person). My new flights cost me over 1600$ extra. I booked the package deal in March to get a good price, and if I didn't call expedia I would have never known of the cancellation. The new JetBlue flights that I was rebooked for cost me over 1600$. Expedia did business with an unreliable airline company (Dynamic Air) and now they have passed the cost over to me. Booking a hotel+airline package was not a "deal" as advertised, because the new flight that I was rebooked for was around 400$ per person in March and now I was forced to pay 811$ per person -200$ refund per person. I would be satisfied if Expedia refunded me an extra 400$ because the JetBlue flight cost 400$ per person back in March when I originally booked the "package deal."Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: When we called in to make the changes to our initial flight plans an Expedia representative communicated to us that we would receive a refund no questions asked.  The representative said the refund was going to happen and even gave us a two week timeline.  We would not have made a new purchase otherwise.  For these reasons, we do not want to fill out a claim knowing that we may or may not receive a refund.  We just want a refund as we were told we were going to get.  Please issue the refund as soon as possible.  Sincerely,[redacted]

July 17, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
 
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business...

Bureau 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 for Mrs. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on March 7, 2015, Mrs. [redacted] self-booked a flight reservation using Expedia’s website, itinerary [redacted]. Travel was with [redacted] from Newark, NJ to San Luis Obispo, CA, departing on June 2, 2015, and returning on June 8, 2015. On the same day Mrs. [redacted] contacted Expedia and voided the itinerary. We understand she is requesting a full refund of the booking in the amount of $1248.40.
With reservations voided within 24 hours of purchase, the amount authorized for the purchase gets released instead of posted as a charge. 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] was the operating carrier and merchant of record (the entity receiving the funds and the company charging the credit card). We hope you understand we must adhere to the policies dictated by the airlines.
We have verified Mrs. [redacted] contacted Expedia several times in regards of this issue. On June 15, 2015, the assisting representative contacted [redacted] on the customer’s behalf and was advised that the airline does not see a charge for this booking on their side. The airline representative suggested that if the amount was not reversed in the customer’s account she should apply for a dispute with her credit card company.
While we regret Mrs. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, charges for this reservation were not collected by Expedia. Due to the information provided above Expedia is unable to provide a refund of this booking.
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,
 
Lidiya N[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]

June 23, 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]-[redacted] (Revdex.com case number [redacted]) regarding a cancellation or refund request for a hotel itinerary.
 
Our records reflect on May 28, 2016 Mr. [redacted]-[redacted] accessed Expedia.com and self-booked non-refundable itinerary # [redacted] for a stay at the Fairmont Olympic Hotel to check in on June 28, 2016 and checking out June 29, 2016. 
 
The hotel’s stated Terms and Conditions for this hotel, agreed to at the time of booking are:
Cancellation and Change Policy: Non Refundable
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
 
Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide selection details on several pages for review, including the final payment screen. Expedia.com serves only as a third party booking intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners.
 
Although we regret to hear that the customer is unable to utilize the reservation he booked, we are unable to offer any refunds or compensation for this reservation as the hotel acted within their stated cancellation policy rules, in charging for the one night reservation.
 
We have attached a copy of this letter, along with two screen captures, taken from a mock booking for the hotel and dates chosen by Mr. [redacted]-[redacted].  While he feels Expedia does not give our customer’s ample information on the hotel’s booking terms, our site did supply the non-refundable terms on the opening room-type choice page, where the customer has to physically choose which room he would like to book.  This is provided in screen capture #1 on the attachment.  Secondly, the non-refundable terms are also noted on the final summary page, as shown in screen capture #2.  On this summary page, the non-refundable statement is provided directly above the large yellow “COMPLETE BOOKING” button the customer must click which verifies they are in agreement with the booking terms and Expedia’s Terms of Use. 
 
We regret that our response cannot be more favorable.
 
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
Expedia.com

September 24, 2016
 
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 car reservation insurance refund request. 
 
Our records show on March 17, 2016 Mr. [redacted] self-booked an Expedia.com car reservation via booking number [redacted], with a pick up date as July 9, 2016, in the amount of $216.74. The customer is requesting a refund of the insurance paid to the car vendor due to not being informed at the time of booking.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. A refund in the amount of $88.55 was processed back to the original form of payment. As a refund has been given to the customer and the issue has been resolved to Mr. [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

Complaint: [redacted]I am rejecting this response because:there was nothing in the message from the business. Sincerely,[redacted]

June 19, 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 for a hotel reservation.
 
Our records indicate on May 25, 2016 Mr. [redacted] accessed Expedia.com and booked a same day stay, Itinerary # [redacted], at the Shady Rest motel to check in May 25, 2016 and check out May 26, 2016.  Although Expedia did notify the Shady Rest Hotel of the reservation and receive a return confirmation number of [redacted], issued by the hotel, it appears the hotel was over-booked and could not accommodate the customer.  As the customer has stated, an email was sent when Expedia was notified of the over-booking, however he did not receive it before arriving at the hotel.  Expedia acts only as a third party booking intermediary for travel vendors and it is the vendor’s responsibility to place a stop-sell on their property when they are booked to capacity. 
 
Expedia sincerely regret the customer’s experience with the hotel being overbooked. On June 19, 2016 Expedia has processed a refund in the amount of $100.73 back to the customer’s original form of payment.  The amount of time it takes for the credit to be available in his account depends upon how quickly his bank processes refunds. 
 
Expedia further regrets the service he received from our agent was less than satisfactory and that he was not relocated to another property.  Comments such as his 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 Mr. [redacted] that his business is important to us.
 
As a courtesy, we have provided his online Expedia account with a $50.00 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. The coupon is valid for one year from the date of issue and is immediately accessible within his account. We hope he will allow us the opportunity to improve upon his experience in the future.
 
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

July 9, 2015
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
 
Thank you for ta[redacted] 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 see[redacted] 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 Ms. [redacted] is referring to our unpublished rate hotel boo[redacted] program.
 
Our records indicate on June 22, 2015 the customer accessed Expedia.com online to self-book a hotel reservation.  She choose to utilize our unpublished rate program which can offer some deeper discounts when vendors offer unsold rooms. 
 
The star rating for this program is based on several factors, including our own rating, customer review ratings, and even an aggregate of other well respected rating services.   A current search for the [redacted] in Overland Park, Kansas, where the customer stayed, shows a 3.4 star rating on [redacted], 3.8 on [redacted], 4 Stars on [redacted], 3.9 on [redacted], and 3.5 on [redacted].  While individually our Expedia rating may be slightly lower, an average sets this hotel at well into the three star range and therefore it would be made available in the unpublished rate, three star, inventory. 
 
It is never Expedia’s intention to mislead our customers while we attempt to provide the best prices available. We regret if this caused any confusion, however we do stand by the hotel that was provided.  We are unable to agree to a refund as the reservation was fully utilized and the hotel paid.
 
As a courtesy, we have however, provided Ms. [redacted] online Expedia account with a $25.00 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. The coupon is valid for one year from the date of issue and is immediately accessible within her account. We hope she will allow us the opportunity to improve upon her experience in the future.
 
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