Expedia Inc

Complaint: [redacted]I am rejecting this response because:I was unable to use the $25 Promo coupon toward my hotel stay at [redacted] Wisconsin Dells on the evening of July 18, 2015.  I would still like a $25 refund because I should have been able to use this promo code while booking through the Expedia app.  I paid for my entire hotel stay in advance though the Expedia app just as the promo code required.  I did not pay later at the hotel as Expedia claims.  I paid now though their site and therefore should be refunded $25 from this booking.  Sincerely,[redacted]

May 30, 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, Tier 3 Customer Service

October 19, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
The coupon will appear in the booking path for Ms. [redacted]’ next qualified reservation. If she would like assistance with this coupon, please advise her to contact our customer service representatives at [redacted]. We are available to assist 24 hours a day, 7 days a week.  We hope that Ms. [redacted] 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,
Marlon J[redacted]
Tier 3 Customer Service

Revdex.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 his flight reservation. 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
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

January 18, 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 hotel reservations. We understand the customer is requesting a refund.
Our records indicate on December 24, 2015, the customer booked an Unpublished Rate Hotel booking – itinerary [redacted] – using the self-service tool on the Expedia.com website. Hotel accommodations were selected at the Rodeway Inn at Nevada State Capitol, checking December 25, 2015, for two nights.
On January 18, 2016, as a one-time courtesy, Expedia processed a full refund in the amount of $118.90 back to the customer’s original form of payment. The amount of time it takes for the customer to receive a refund depends on how quickly their credit company processes refunds.
We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.
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

June 10, 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 a hotel. We understand Mr. [redacted] is asking for a full refund for a canceled hotel reservation.Our records indicate on February 4, 2017 the customer self-booked a hotel reservation. The reservation was for a two night stay at the Sleep Inn & Suites Airport, France with a check in date of May 5, 2017 and checking out on May 7, 2017.We have confirmed the hotel reservation was booked as a pay later reservation; the hotel was the merchant of record, i.e. the company that charged the customer’s credit card. Per the hotels cancelation policy: Cancellations or changes made after 4:00 PM local hotel time, Friday, April 21, 2017 or no-shows are subject to a hotel fee equal to 1 night(s) plus taxes and fees.On April 30, 2017, we can confirm the customer contacted Expedia to cancel the hotel reservation. Our records confirm that the customer was refunded for one night of the reservation. To further research the customers claims we request a copy of his billing statement for the month of April and May to verify that the refund was not processed.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]Tier 3 Customer Service

April 29, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 her 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 hotel reservation.  We understand Ms. [redacted] has experienced some difficulty receiving the assistance needed in redeeming a $50.00 travel coupon towards her future reservation.  On April 27, 2015, we contacted Ms. [redacted] to acknowledge receipt of her Revdex.com complaint. Our records indicate On April 14, 2015, the customer booked a hotel reservation with the [redacted] on Expedia.com, checking in on April 30, 2015 and checking out on May 2, 2015.  The total cost of the booking was $455.82.  Ms. [redacted] self-canceled the reservation on April 14, 2015 and refunded in full.  Ms. [redacted] is requesting Expedia to cover the cost of her hotel stay.  When utilizing Expedia as your travel arranger, the expectation is the customer will have an excellent experience.  Moreover, it is never our intention to inconvenience the customer when instances occur that cause our customer to feel that we have not met the standards to which we hold our organizations and employees.  We can confirm Ms. [redacted] contacted us on April 14, 2015 for help redeeming her coupon towards the booking.  We can also verify the customer was experiencing some difficulty based on the three itineraries that were saved for the same location.  During the call, our customer service representative informed the customer the coupon was expired; a request to escalate the call to a supervisor was made, however, the call was not completed. In researching further, on July 20, 2014 Ms. [redacted] was issued a $50.00 Expedia Travel Coupon.  We have determined the coupon was not activated at the time that it was issued.  The coupon is now active and available for immediate use.  The coupon will expire on May 31, 2016.  To review the details Terms and Conditions of Use for the coupon, please copy/paste the following url to a web browser:http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp We apologize for any inconvenience the customer encountered while resolving this matter.  As the customer was issued a refund for this reservation, we are unable to provide any additional compensation for this matter.  The feedback the customer has provided will be helpful in looking at our customer service and gauging customer satisfaction.  For your assurance, we are forwarding this to the appropriate department for review in our continuous effort to provide better service to our customers.  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,[redacted]Tier 3 Customer Service

Complaint: [redacted]
The issue is unresolved.   Sincerely,[redacted]

June 14, 2015 Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O- Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to...

addressthe comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from you. Expedia, Inc. isresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted])regarding a refund request.  Weunderstand Ms. [redacted] is writing concerning a hotel reservation that was notcorrectly booked by the hotel. On June 14, 2015 we contacted the customer toacknowledge receipt of their Revdex.com complaint. Our records indicate/reflecton May 15, 2015 the customer accessed Expedia.com to book a pay-later room atthe [redacted], Emeryville, California arriving on May 20, 2015 andchecking out May 21, 2015.  While Expediadid forward the room request information to the [redacted] upon booking,the room was not reserved for the customer by the hotel.  Due to this system error, the customer foundshe did not have a room and contacted Expedia for assistance.  The customer was accommodated, at the sameprice at another property, with Expedia paying the difference in cost.  However the customer was understandably upsetat the inconvenience and has asked for a full refund.   Expedia regrets theservice Ms. [redacted] received was less than satisfactory.  Comments such as hers are read by numerouspeople within Expedia and help shape our policies and practices.  It is never Expedia's intent to inconvenienceour clients and it is disheartening when our clients feel we have not met thestandards to which we hold our organization and employees, as we attempt to providethe most efficient, quality customer service available.  We would like to assure her that her businessis important to us.  As the room was fullyutilized, we cannot agree to a refund. However, as a courtesy, we have offered to provide the customer with a$100.00 Expedia Travel Coupon that can be redeemed toward the future purchaseof an Expedia Special Rate Hotel either as a standalone reservation or in aVacation Package, if she will create an Expedia account.  Coupons can’t be added to a single use guestaccount, which is what Ms. [redacted] has used to this point. The coupon will bevalid for one year from the date of issue and would be immediately accessiblewithin her account, once added. We have provided the customer with an email toreply to once she has created an account and the coupon will be provided oncewe hear back from her. We thank you forallowing us the opportunity to address the issues that were brought to ourattention.  If you have any furtherquestions or concerns regarding this matter, please feel free to contact us.  Sincerely, [redacted]Tier 3 CustomerService

January 31, 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 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 package reservation.  We understand Ms. [redacted] is requesting a refund. On January 25, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on December 5, 2016, the customer self-booked a package reservation for [redacted], [redacted], [redacted], [redacted], [redacted] and [redacted]. Travel is on JetBlue Airlines, departing July 3, 2017, from Boston, Massachusetts to Las Vegas, Nevada; and returning on July 6, 2017, from Las Vegas, Nevada to Boston, Massachusetts. The package includes a hotel stay at the Monte Carlo Resort and Casino with two rooms, via itinerary number [redacted]. The customer is stating they contacted the airline to request to cancel the reservation and JetBlue advised that the tickets were refundable. The customer is stating that Expedia will not cancel and process the refund.
 
Upon further researching this matter, we can confirm on January 18, 2017, the customer contacted Expedia requesting to cancel three travelers from the reservation. Expedia advised the customer that the flight was nonrefundable and that the airline did not allow changes. Expedia contacted the airline; however they advised the same.
 
Expedia advised the customer that the hotel reservation was refundable; however the customer would need to cancel before 11:59pm local hotel time on June 30, 2017. Expedia advised the customer if the reservation was not canceled before that timeframe the reservation would be nonrefundable. Expedia offered to cancel the hotel reservation; however the customer declined.
 
In reviewing the customer’s account the reservation is active and confirm for travel on July 3, 2017. If the customer would like to cancel the hotel reservation they can contact our customer service department at 1-800-397-3342 and reference the itinerary number.
 
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. As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies.
 
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.
 
If the customer cancels the flight JetBlue will consider the tickets as a lost value. We hope the customer understands we cannot honor the request for the full refund.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

June 22, 2015
Revdex.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 Ms. [redacted].  We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
Upon receipt of Ms. [redacted] response Expedia contacted [redacted] on her behalf to again request a waiver of the airline’s penalty fees. Regrettably, our request was denied. The airline’s representative advised Expedia that we need to follow the airline’s fare rules in the case of any changes being processed.
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 that received the funds and the company that charged the credit card). We hope you understand we must adhere to the policies dictated by the airlines.
While we regret Ms. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to honor her request for a refund or a waiver of the airline imposed exchange penalty fees and applicable increase of fare.
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

December 26, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  Expedia Case [redacted]Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear that the customer did not accept our response and/or resolution offered.When reviewing the customers reservation we can verify that due to a system error the customers return flight was not booked. On December 5, 2017 the customer called customer service and booked a new departure flight. That flight was refunded $35 for that reservation. Due to this we are unable to offer any compensation for this reservation.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J[redacted]Corporate Customer Service

September 21, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: 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 complaint #[redacted]) regarding the hotel price guarantee refund request.  Our records show on June 21, 2015, Mr. [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted], with a check-in date as August 16, 2015. We understand from Mr. [redacted] complaint, he was advised to submit proof of payment to the hotel once travel was completed to receive a hotel price guarantee refund in the amount of $232.86. The customer also state that after several attempts to resolve this issue with Expedia customer service agents, a refund has yet to be processed. Mr. [redacted] is requesting a hotel price guarantee refund of $232.86 as promised by Expedia.Upon researching the customer’s complaint, we can confirm as of September 2, 2015, when Mr. [redacted] brought this matter to our attention, a hotel price guarantee refund in the amount of $232.86 was processed back to the original form of payment.Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Mr. [redacted] 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:
Although, Expedia stated they placed a $200.00 travel coupon on my account for my future travel, I purchased a flight and hotel recently and there was no mention of any $200.00 traveling coupon.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: The response did nothing to resolve my complaint. Has the business checked to see if the check has been received? How long does it take to receive "said' check? My next step will be to take the matter up with the state Attorney General or take it to the media for resolution.Sincerely,[redacted]

October 24, 2016
 
Revdex.com
Expedia – 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] (Revdex.com complaint #[redacted].) We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
 
After further review of Mr. [redacted]’s complaint, we can confirm on October 19, 2016, a $50 BPG coupon was placed on the customer’s account. Mr. [redacted] can review all of the coupons given by logging into his account and going to “view coupons” section. It will show the coupons as given for itinerary #[redacted] which is the same as itinerary #[redacted].
 
Expedia’s goal is to provide an exceptional customer service experience. We do regret any inconvenience he has encountered. As the BPG coupon has been provided and the issue has been resolved to Mr. [redacted]’s desired outcome, Expedia.com considers this matter closed.
 
Again, 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 Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
 
As previously advised, on July 21, 2016, the customer contacted Expedia on July 11, 2016, wanting to rebook a trip using an airline credit for [redacted].  Expedia advised the customer, they had to complete travel by July 15, 2016, to use the flight credit.
 
Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors.  Each airline has its own specific set of policies and procedures as does each ticket purchased.  WestJet Airlines was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card). Based on the airline policy the tickets are nonrefundable; which the customer did agree to at the time of the booking.
 
Since the airline credit is lost, Expedia considers this issue as closed and will no longer address this issue.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

My issue for complaint# [redacted] was resolved yesterday. Expedia issued me a credit toward an upcoming flight.

Complaint: [redacted]
I am rejecting this response because: Expedia.com required more information.Itinerary number is [redacted],Expedia's Case number for the complaint is [redacted]Reservatin was under the bame of [redacted], who is my husband. Thank you
Sincerely,
[redacted]