Expedia Inc

Complaint: [redacted]I am rejecting this response because it does not address my core complaint - that Expedia did not notify me at the time I made the reservation that no seat assignments were available that did not require me to pay additional "seat assignment" fees. Perhaps Expedia would like to pay those fees and arrange for us to have assigned seats.Sincerely,[redacted]

October 12, 2015 Revdex.comE.com - Alaska, Oregon & Western Washington/ E.ca - Mid-Western and Central OhioComplaint Department Re: Expedia Case #: O-[redacted]Dear Revdex.com,  Thank you for forwarding the Revdex.com ConsumerRebuttal from our client, [redacted]. We regret to hear that the customerdid not accept our response and/or resolution offered. We have further researched Ms. [redacted] complaint(Revdex.com case number [redacted]) regarding abest price guarantee that was not honored,and after giving the matter our full consideration, we stand by our previousdecision and are unable to accede to Ms. [redacted] request of a refund. In response to the customer’s request for anexplanation as to why the use of [redacted] as a comparison is not allowable, initem eight of the terms and conditions for this promotion, the following rules areprovided: 8.  Comparison Rates Must Be Available to theGeneral Public Online. The Best Price Guarantee applies only to prices bothadvertised and available to the general public on an English-language website.·        For example, this does not include ratesoffered on:·        Membership program websites, corporatediscounts or rates·        Group, charter, rewards program, incentive,meeting, convention, consolidator or interline prices·        Prices obtained via auction or similar process·        Prices available only by using a coupon orother promotion not offered to the general public.  [redacted] falls into the category of a membershipsite that sells coupons for discounts. This type of site is not included in Expedia’s Best PriceGuarantee.  As previously provided, thecomplete terms and conditions can be found at:http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US:  As the company offering the Best Price Guaranteeprogram, Expedia does retain the right to set the terms and conditions of theirpromotion and determine if a particular booking or request qualifies forinclusion.  Each submission is reviewedby our promotion department and the determination is conveyed to the customer.  .   Again, we thank you for allowing us theopportunity to re-address the issues that were brought to our attention andfurther clarify the program terms for our customer. . As this matter has beenresolved, we respectfully request the Revdex.com close this case.   If you have any further questions or concernsregarding this matter, please feel free to contact us.  Sincerely, Roseanne G[redacted]Tier 3 Customer Service

January 30, 2017
 
Revdex.com
Expedia– DuPont, WA
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from [redacted]. We regret to hear that Mr. [redacted] did not accept our response.
 
In an effort to resolve this matter, Expedia have consistently remained a liaison between Mr. [redacted] and United Airlines, we have advocated on his behalf to obtain the information Mr. [redacted] has requested. All information that has been provided by United Airlines with regards to Mr. [redacted] refund has been included in our response to the Revdex.com.
 
After further review of Mr. [redacted] complaint and as no new information has been provided, Expedia continues to stand by our original reply. As stated in our previous Revdex.com reply, Expedia cannot process a refund until we have received said refund check from United Airlines.
 
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,
 
LaToya J[redacted]
Corporate Customer Service

Complaint: [redacted]I am rejecting this response because: When I booked the hotel, expedia said " no need to call and you are booked with a room". But in realty I was offered no room. Now in the response to the complaint says "Since there was no error on Expedia’s part, and the entire hotel stay was utilized in full, no refunds or compensation will be offered from Expedia.com regarding this matter."  Totally wrong. The hotel stay was never given, then how can it be utilized in full. There was an error on Expedia end. You said room was booked and no need to call. But in reality no room was given. This is indeed an error, mistake, misrepresentation, false promise from Expedia end. Also I checked my account (sekhar.[redacted]@gmail.com is the account ID) and I do not see any coupons or voucher amounts as said in the earlier response.Original email from expedia: [redacted] Sat May/23/2015 - Mon May/25/20151 room | 2 nightsBOOKED. Your reservation is booked. No need to call us to reconfirm this reservation. View hotel details [redacted] Piscataway, NJ, 08854 United States of AmericaTel:[redacted], Fax: [redacted]Sincerely,[redacted]

October 3, 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 24, 2016, [redacted] booked roundtrip flights from Medford, Oregon to Cabo San Lucas for travel January 15, 2017, through January 29, 2017.
We understand from Ms. [redacted]’s complaint that she was charged for this booking but, she never provided the credit card number or the three digit security code. Ms. [redacted] says that she received her billing statement she discovered that she was charged. Ms. [redacted] also stated that she contacted our office and was informed that she booked the flights and that we were unable to offer a refund as a result. She is now requesting a refund of $890.40.
We have reviewed Ms. [redacted]’s complaint and confirmed that she contacted our office on September 14, 2016, and stated that she did not book this reservation. We advised that a cancellation would not result in a refund, but she would receive an airline credit equal to the amount paid for each ticket. We advised that as Ms. [redacted] acted on her own behalf as the travel arranger, she agreed to the Terms and Conditions of the booking. Please note that 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. American Airlines was 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 does not have the ability to process a charge without the customer providing their credit card information. The security code is not recorded so we cannot store it for a future purchase. We hope you understand we must adhere to the policies dictated by the airlines.
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

May 18, 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

April 22, 2015 Revdex.comE.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 flight reservations. We understand the customer is requesting a refund for the cancellation penalty charged for her hotel reservations.  We have researched Ms. [redacted] complaint, and as of the response deadline of this complaint, we are unable to obtain the necessary information needed from the hotel 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 websiteWe 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

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: the point of me reporting the company is because there are 2 things they advertise that are CLEARLY misguided. You advertise best price guaranteed as well as a 24-48 hour difference people would get should the price on your site change in that time frame that the initial flight was booked. When I wrote the company regarding the other price I found that was lower, NOT only did they write me stating all these stipulations as to why I supposedly would not get the credit because of the best price guaranteed, but they went and changed the price to a dollar less than what I TOLD them it was on the other site AND made sure to respond to me AFTER the 48 hour to where I could not get that 24-48 stipulation they had! So clearly they realized they DID NOT have the best price guaranteed regardless to the dumb stipulations they claim as to why I would not get the best price guaranteed. You want to tell me I don't get the credit  then fine but THEN you go and change the price to THAT LOWER PRICE I TOLD YOU about???
That is completely shady and truly unethical because Expedia was completely wrong for that. Its funny how I complain THEN I get numerous emails from them asking about my experience yet they haven't cared in the past few years I HAD been booking with them nor when I called to complain TWICE about anything did they care to make sure their customers were satisfied. Regardless, I will NEVER book another trip with your company and I have several trips planned. I will make sure my account is deleted from Expedia because I want NOTHING to do with false advertising and lying and making up crap when they KNEW they were wrong for what they did. Sincerely,[redacted]

August 2, 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 [redacted], We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
 
In our correspondence to the Revdex.com on July 23, 2015, the customer was advised the Discover Card Promotion, coupon codes, associated terms and conditions were originally published to a Discover Card member’s only site. These coupon codes were improperly leaked to third party sites without Expedia’s consent and the full terms and conditions of the Promotion and Coupon Codes were not published by those sites.
 
Because the hotel reservation was made in violation of one of more of the restrictions in the Terms and Conditions of this Discover Card Promotion, including but not limited to the condition that a Discover Card would be used for the purchase, the reservation was cancelled.  As a result, Expedia stands by our previous resolution; the hotel reservation will not be refunded or other compensation provided.
 
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. As this matter has been resolved, we respectfully request the Revdex.com close this case. 
           
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
Expedia, Inc.
Revdex.com Rebuttal – Discover Card

August 27, 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 a correction to a flight reservation. Our records show on March 26, 2016, Mr. [redacted] self-booked a flight reservation via booking number [redacted], with a trip start date of September 16, 2016. We understand from Mr. [redacted]’s complaint, he was advised there was no ticket for the person he was traveling with, and instead there were two tickets under the name [redacted]. When the customer contacted Expedia, he was told the correction was made but when he contacted American Airlines they advised the problem had not been corrected. The customer is requesting that the reservation be fixed so that both passengers may travel. Upon researching the customer’s complaint, we can confirm as of August 22, 2016, we contacted the airline and they provided a waiver code since this was a mistake made on their part. The correction has already been made. I have contacted the airline and confirmed both tickets are open and active for each customer. Mr. [redacted] may wish to confirm the ticket by contacting American Airlines directly and providing the ticket number for [redacted], ticket number [redacted]. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As the correction has been made to the reservation 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

August 31, 2016
 
 
 
Revdex.com
Alaska, Oregon & Western Washington
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an...

issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand Ms. [redacted] is requesting a refund. On August 25, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on June 5, 2016, the customer self-booked a package reservation for [redacted], [redacted], [redacted], and [redacted].  Travel was on [redacted] Airlines, departing August 11, 2016, from Hartford, Connecticut to Colorado Springs, Colorado; returning on August 16, 2016, from Colorado Springs, Colorado to Hartford, Connecticut.  The package includes a hotel stay at the Super 8 –Colorado Springs Airport, check-in date August 11, 2016, check-out date August 16, 2016.  Itinerary Number: [redacted].  The customer is stating, once they arrived at the hotel, the customer did not have a room.  The customer is also stating, they had to book at a different hotel at a higher amount.
 
Upon further researching this matter, we can confirm on August 10, 2016, the customer contacted Expedia needing to extend the hotel check-out date, due to an airline schedule change.  Expedia contacted the hotel and was advised, they would not authorize any changes to the original reservation.
 
Expedia rebooked the customer at the Super 8 –Colorado Springs Airport, check-in date August 16, 2016, check-out date August 17, 2016.  Itinerary Number: [redacted].  Expedia applied a $200.00 coupon towards the new reservation and the customer was only charged for the taxes and fees in the amount of $12.29.  Expedia advised the customer, we would refund the fees back to them.  The customer understood and agreed.
 
In reviewing the customer’s account, on August 10, 2016, the customer exchanged the airline tickets.  The new dates reflect: departing August 11, 2016, from Hartford, Connecticut to Colorado Springs, Colorado; returning on August 17, 2016, from Colorado Springs, Colorado to Hartford, Connecticut.
 
On August 10, 2016, Expedia processed the refund in the amount of $12.29 for the new hotel reservation.  On August 11, 2016, Expedia processed the refund in the amount of $378.06 for the original hotel reservation.  
 
On August 30, 2016, Expedia contacted the hotel on the customer’s behalf, they advised the customer was marked as a no show for the original reservation on August 11, 2016.  The hotel did not charge for the reservation for itinerary number [redacted].
 
We hope the customer understands since they were already refunded for the original hotel reservation.  Expedia cannot honor the request for the refund for the difference for the new hotel booking.
 
Expedia considers this matter as closed and will no longer address this matter any further.
 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
Delia K[redacted]
Tier 3 Customer Service

May 17, 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 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 Mrs. [redacted] (Revdex.com ID number [redacted]) regarding a refund. Our records indicate on May 9, 2017, the customer self-booked a Basic Economy flight reservation using the Expedia.com website. Travel was with United Airlines. We understand from the complaint, the customer is requesting a refund. As Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choice. Each airline has its own specific set of policies and procedures as does each ticket purchased. United Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not Expedia. In addition, 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. The customer contacted Expedia on May 1, 2017, requesting to cancel the reservation. The assisting representative advised the customer of the airline’s terms and conditions which the customer agreed to at the time of booking. As the flight booked was a Basic Economy flight, changes or refunds are not permitted. As we must abide by the terms and conditions agreed to at the time of booking, and as the merchant of record was United Airlines, Expedia is unable to offer a refund. 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

January 3, 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 reservation date change. We understand Ms. [redacted] has been attempting to change a reservation date for a hotel booking. On January 3, 2016 we contacted the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate on November 1, 2015 the customer accessed an Expedia Affiliate, Getaroom.com, and booked a reservation at The Sutton Place Hotel Revelstoke Mountain Resort, Revelstoke, British Colombia.
Ms. [redacted]’s complaint states she has been attempting to make a change to the dates of stay and had been unsuccessful in getting the dates adjusted.
In our conversation today with the customer, Ms. [redacted] stated that she had just ended a call with Expedia.  She reports the change she needed had been taken care of, and no further assistance was necessary.  As the customer has been assisted to her satisfaction, we ask that the Revdex.com close the case.
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

October 8, 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 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 Mr. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on September 24, 2015, the customer booked a hotel reservation through Expedia. Accommodations were at the [redacted] Pittsburgh Airport from October 25, 2015, to October 26, 2015, for three rooms which the hotel front desk had agreed to allow park and ride to be included in the reservation. Per a phone call by the customer with the hotel directly, they will not allow the park and ride. We apologize for the miscommunications and for any inconvenience this may have caused. We have provided Mr. [redacted] online Expedia account with a $200 Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for his next qualified reservation, and it is valid until one year from the date of this letter. 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
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
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] [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,

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

Complaint: [redacted]I am rejecting this response because:
Expedia playing games,per there policy I can change the reservation as long as the plane did not take off, and I called 2 hours before the plane take off to change the reservation and Expedia said ok (in order for us to have one stop in Europ- so we do not have to go through the shining visa in Europ)then they put me on hold for more than 2 hours then they hang up the line ( ofter the plane took off they hang up on me - close the line) then I called again and they keep transfer me from one to one for more than 2hrs then they said sorry we can't change the reservation due to our policy if you need to change it has to be prior to the take off of the plane. That's really make us humiliated by the games they do, my sister has the visa to USA. Please refund us the money because Expedia did not do the right thing. Also I called Alitalia and they said sorry you have to go through your agent Expedia since you book through them and that's has nothing to do with Alitalia. Please do the due diligence and refund us the money, my sister was with 4 years old crying at the air port because of the games Expidia customer service did.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:I booked the hotel and in generally all trips using Expedia for several years thinking that Expedia would protect their customers of businesses like this hotel in Hong Kong, if we can call hotel to that nasty building but seems like Expedia only collects money and offer nothing to their customers.I, also thought that Expedia filters the businesses they show in their website but they don't otherwise they would never make an agreement with them.I had never had a problem using Expedia before prior to this miscalled HOTEL.I asked for a full refund because of the nasty place. Also consider that I used only one night in that hotel because I had no other choice, I DID NEVER USE THE SECOND NIGHT. The best probe is that I left that hotel and slept in MACAU in CONRAD hotel booked thru Expedia too.EXPEDIA SHOULD REFUND AT LEAST ONE NIGHT BECAUSE I COULD STAY IN THERE ANYMORE.See pictures of the hotel attachedSincerely,[redacted]