Expedia Inc

October 10, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time...

to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted]) regarding a flight reservation. On October 10, 2016, Expedia processed a one-time courtesy refund in the amount of $57.88 back to the customer’s original form of payment This amount represents the total charge indicated on the billing screen. If the customer has additional charges incurred, we request that they submit them through the Revdex.com website and we will review them upon receipt. The time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refunds. 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[redacted] Tier 3 Customer Service

Revdex.com: Finally honoring their own policies. It was like pulling teeth to get my money back. And in top of it all no admission they were wrong and their response was rude. A real customer service nightmare. 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]

January 17, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time...

to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted]) regarding two hotel reservations. Our records indicate on January 7, 2017, the customer self-booked a hotel reservation using the Expedia.com website. Accommodations were at the Southmore Boulevard Motel from January 7, 2017, to January 8, 2017. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: • 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. • Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation We regret to hear that the customer was dissatisfied with the hotel. Expedia.com acts only as a third party intermediary for hotels. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time. However, we do not show that the customer contacted Expedia.com regarding any issues until January 11, 2017. Expedia contacted the hotel directly on behalf of the customer and was advised that the customer did not make any complaints to the hotel regarding any issues. The hotel denied a refund due to the hotel’s terms and agreements that the customer agreed to. In addition, the customer self-booked another hotel reservation using the Expedia.com website. Accommodations were at the Hobby Airport Inn from January 7, 2017, to January 8, 2017. We understand from the complaint, the customer is also requesting a refund for this reservation. Expedia contacted the hotel directly on behalf of the customer and was advised that the status of the reservation was a “no-show”. The hotel advised Expedia that the customer never checked in. The hotel denied a refund. Expedia does not own or operate any hotels, nor do we set any cancellation or refund policies. As Expedia was charged for the reservations in question, Expedia is unable to issue a refund as requested. 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[redacted] Corporate Customer Service

Revdex.com
April 22, 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.com 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.com 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 hotel booking.  We understand Mr. [redacted] is currently requesting a refund of $24.94USD and two coupons of $50.00USD.  The customer stated that on March 28, 2016, he contacted Expedia.com customer service while he was searching for hotel bookings, and the agent quoted two rooms at the Hotel Rio Suites, for a total of $172.48USD.  Per the customer, he advised the agent he located the same room type at Rio All Suites, for a total of $128.94USD via the website bookit.com.   According to the customer, he accepted to book the reservation with the agent on the phone, as the agent verified the rates and advised she could book the reservation via Expedia.com and process a price match as well as a $50.00USD coupon per room.   However, it has two weeks have past and the customer did not receive the refund or the coupons promised.  In addition, the customer complains about the long holds and that the agents were not helpful when calling into Expedia.com customer service to complain about the refund delay.  On April 12, 2016, we received receipt of the Revdex.com complaint.
On March 28, 2016, assisted by an agent the customer booked a hotel reservation via Expedia.com, itinerary [redacted] with Rio All-Suite Hotel & Casino, for a total of $172.48USD.  Check-in was on April 5, 2016.  Check-out was on April 6, 2016.
Our records indicate April 11, 2016; the customer contacted the Expedia.com customer service department to request a refund of the difference in rate and two coupons of $50.00USD.  The customer acknowledged the agent, who booked the reservation, and advised Mr. [redacted] she would submit a price match claim and the customer would receive the refund of the difference in rate, as well as two coupons of $50.00USD.  However, when the call was escalated to a supervisor, the agent could not hear the customer on the other side.  After the agent advised the caller, they could not be heard, the call was disconnected.
In reviewing the customer’s account, we have confirmed there was a service error in Mr. [redacted] reservation.  The Best Price Guaranteed program applies only to customers who purchase an Expedia booking and locate a lower rate within 24 hours of the purchase.  If customer meets the criteria of the program, Expedia.com will honor a price match and provide the guest a coupon of $50.00USD per booking.  The agent, who made the reservation, promised the customer a refund for the difference in rate in addition to two coupons of $50.00USD; however, the agent did not submit the claim as promised.  Expedia has honored Mr. [redacted] request and processed a refund of $24.94USD regarding the hotel price match. The refund will reflect on the customer’s original form of payment within 3-5 business days.  In addition, two coupons of $50.00USD were added to Mr. [redacted] account.
Expedia is committed to providing an excellent standard of service to our customers.  However, there are times when we are unable to reach all of their expectations.  We apologize that the customer service Mr. [redacted] has received did not reflect this. The feedback that Mr. [redacted] has provided to us will be helpful in looking at our customer service and gauging our customer’s satisfaction and perceptions.  For your assurance, we are forwarding this to the appropriate department to take into consideration 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,
Misleide B[redacted]
Tier 3 Customer Service

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.
 
Maria is the name of the Avianca airline agent that was given to Expedia on May 9, 2017, regarding the cancellation request. Please note airline agents provide their first names only and are not required to provide their last names.
 
Since the tickets were refunded minus the cancellation fee per the airline policy. Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further.
 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

Complaint: [redacted]I am rejecting this response because:
expedia is coming with new reason every time. First they said that price was not lower, then they said flight number was not on the screen shot, now they came up with new thing that it was not showing for two travelers. IN fact in their form I filled it t doesn't state that there should be screens shot for 2 or 3 or more people.it states that proof of prices shold be shown. My screen shot clearly shows flight number, time, destination and price per person.  Not to forget their rep misled me and rather tell me to cancel the flight and to rebook she told me that not only price be adjusted but I will also get $50 back in coupon. 
In Adition, the price drop was not only at American airline but at expedia as well. I still don't understand why the charge on my card came from a Rican airline instead of expefia. American airline wanted to adjust price for me but they couldn't because it was purchased through expedia. Every airline in the USA either refund or adjust price within 24 hours of reservations. If expedia is booking reservations for customers they have to follow the rules of return when it comes to airline. Otherwise people need to book directly from airline to avoid this scam. But I trusted their best price guarantee policy plus their representative and as a result lost extra 200 dollars. I SHOULD RECEIVE 200 DOLLARS BACK PLUS 50 DOLLARS FOR FINDING LOWER PRICE. I REQUESTED ONLY TO GIVE ME BACK 200 DOLLARS AND EVEN AGREED IN FORMS OF COUPONS, BUT I WILL NOT GIVE UP MORE. 
 
 
 
 
 
 
 
WWSincerely,[redacted]

August 3, 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 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 canceled flight reservation refund request
 
Our records show on July 17, 2015, Mr. [redacted] self-booked an Expedia.com flight reservation via booking number [redacted] with travel dates as July 17 to July 22, 2016. We understand from Mr. [redacted] complaint, after realizing two reservations were booked with different return dates, he called to cancel the incorrect one and a customer service agent advised it was completely canceled. The customer also stated, after returning home he noticed the canceled reservation charge on his credit card. Mr. [redacted] is requesting a refund for the flight reservation he was advised was already canceled.
 
Upon researching the customer’s complaint, we can confirm, on August 3, 2016, a refund in the amount of $1,497.36 was processed back to the original form of payment. As usual the credit card company will make the credit available depending on their refund timing policies.
 
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] desired outcome, Expedia considers this matter closed.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Angel A[redacted]
Tier 3 Customer Service

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

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

Complaint: [redacted]I am rejecting this response because: absolutely not true that any resolution was offered. I was on the phone with the representative for a significant amount of time with the flight attendant also present on the speakerphone. The [redacted] rep did not accept my reservation and said they have no ability to see it in their system. [redacted] was more helpful. While I am glad this got investigated - I think your findings that Expedia is not responsibly is invalid. Sincerely,[redacted]

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.
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and that the business called me twice for this information on 12/23.  I provided them with the information that I never booked the itinerary they are charging me with so I don't know what was used. It was not booked on my account that I have had for years. They said they would call me at the number I provided if they needed additional information. I have not heard from them again. Sincerely, [redacted]

This issue has been resolved. I think I sent enough messages to Expedia all over the place that they returned my money. Thank you for your help in this. Also know that they were not very easy to work with and the complaints I found for reviews on this company was really bad. I guess this is why I...

contacted you. So glad you are here for other people.

May 4, 2017
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Ms. [redacted]’s complaint. At this time we are requesting Ms. [redacted] please provide an itinerary number for his booking and the email address associated with his Expedia account. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Corporate Correspondence Team

Complaint Department
 
 
Re: Expedia Case #: O-[redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for your response. We have reviewed the documentation/new information provided to further address Ms. [redacted] concerns
 
Expedia will not honor the request for the refund for the customer’s international phone calls into Expedia.
 
The customer has already been refunded for the additional charges for the car rental on January 11, 2017.
 
Expedia request that the Revdex.com consider this issue as closed and we will no longer address this issue any further.
 
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:I still did not get my trip dates changed due to the extra 246.20 that Expedia wants me to pay again to receive the same room quality. My complaint has not been resolved.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  Expedia only responded to what had transpired and put entire responsibility to the airline.  What resolution have they provided in the last response?  1.  Can Expedia show prove of at least having made contact with airline regarding the refund since submission of required documents to airline in March of 2016?  2.  Can Expedia show that they have responded to my 3 follow up emails since end of May 2016 as a courtesy to the customer?     According to Expedia, if Aeroflot never responded to the submission, they will never ever get back to me, hence case dropped?   The problem is Expedia had the case with airline and Expedia assigned a case number (supposedly to assist me but intent was to drop) so I can only go after Expedia for the outcome of the airline's decision.  If Expedia can provide proof on 1 and 2 above, I will rest my case.  Simple enough!   If Expedia would have advised that it would be easier for me to make direct contact with airline, say so.  I do not need to go through an intermediary.  They took the case (which they should as ticket was purchased ) but just dropped it and blame the airline.
Please DO publish this:  The fact of the matter is Expedia has been providing extremely poor customer services as many people on the web had claimed which I agree.  Once they earned your business, they will leave you alone and never care about you again.  So no more Expedia and the word will spread!Sincerely,[redacted]

June 01, 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 package reservation refund request. Our records show on March 7th, 2016, Mr. [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted], with travel date commencing on March 9th, 2016. The total amount of the booking was $2056.50USD. We understand from Mr. [redacted]’s complaint, he believed he would not be charged a penalty for cancelling the reservation on March 8th, 2016. The cancellation fee is in the amount of $704.25USD. Our cancellation and change policy mentioned that changes or cancellations made after February 24th, 2016 would be subject to a hotel fee equal to the first night's rate plus taxes and fees. Our records indicate the travelers did not contact Expedia for support before or after the cancellation was made. Mr. [redacted] is requesting a refund of the amount of the one night penalty plus taxes and fees. In reviewing the customer’s account, we have confirmed that the reservation was already in penalty when the booking was made. This is a normal process which means that if the reservation is made after February 24th, 2016 then it is already in penalty and subject to a fee if cancelled or changed. We have further researched Mr. [redacted]’s complaint, and after giving the matter our full consideration we are unable to honor Mr. [redacted]’s request. Expedia must abide by the terms and conditions agreed to at the time of booking and as a result, Expedia is unable to issue a refund and 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:
 
I am writing to Expedia.
1-Where were you in the first place I contacted your Customer Relations for times? Why didnt you give me appropriate answers?
2-I never used the email address starting with "spartak" you are talking about. It is not mine. so I can not log in with that address.
3-My Email address is [redacted]@hotmail.com and I never changed my email address.
4-If you are saying that my account is stolen. Why dont you avoid that or retrieve afterwards?
5-From now on I am just waiting Expedia to correct my account mail address back to [redacted]@hotmail.com Of course with the reward balance over 100USD in my account with gold status.
Sincerely,[redacted]
[redacted]