Expedia Inc

September 8, 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 hotel refund.  We understand Ms. [redacted] is seeking a refund for a service for an recent hotel reservation booked through Expedia.   We research this matter further and our records indicate a reservation for the Harbor Inn was booked online by Ms. [redacted] or an authorized user of her Expedia account, without any assistance from an Expedia representative on May 28, 2017.   During the booking the customer indicated they viewed “guaranteed for late check” however also indicated in the hotel polices and fee stated the following:   “The front desk is open daily from 9 AM - 9 PM If you are planning to arrive after 9 PM please contact the property in advance using the information on the booking confirmation.”   Expedia makes every effort to insure our customers have a complete understanding of the hotel rules and restrictions prior to completing their reservation at our site. It is important our customer review all hyperlinks provided at our site as important information is often contained in these areas. We contacted the hotel regarding the customer request for a full refund and we were notified by hotel management they left a key, and note for the customer, and left a voicemail advising the customer a key was waiting for them. So they were not willing to offer a refund as they had marked the customer as a no-show. Per the hotel’s policy:   Cancellations or changes made after 7:00 PM local hotel time, Sunday, June 25, 2017 or no-shows are subject to a hotel fee equal to 100% of the total amount paid for the reservation. However taking into account the customers situation Expedia did provide a partial refund in the amount of $64.76 (50 percent) as a gesture of goodwill on August 26th, 2017.   While we understand the customers concerns we are unable to provide any additional refunds or compensation in this matter. Expedia does not compensate for time spent on the phone with our service agents nor can we honor the customer’s request for $200.00 credit.   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, Kiki R[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] [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 12, 2017 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 Dr. [redacted] (Revdex.com ID number [redacted]) regarding a package reservation. Our records indicate on December 16, 2016, the customer self-booked a flight, hotel and transportation reservation which included travel insurance through the Expedia.com website. Travel was with Alaska Airlines. Accommodations were at the Hyatt Ziva Los Cabos – All Inclusive with roundtrip shuttle services. We understand from the complaint the customer is requesting a refund due to the travel insurance booked with the flight reservation. We have verified that on January 7, 2017, the customer contacted Expedia requesting to cancel his package reservation due to a change of plans. The assisting representative advised Dr. [redacted] that according to the Expedia Package Protection Plan’s Terms and Conditions that he had agreed to at the time of his initial booking, he would receive a full refund for the hotel portion of his booking in the amount of $1,950.35 and the shuttle services in the amount of $44.02. Both refunds were processed by Expedia on January 7, 2017. As for the flight portion of his package, Dr. [redacted] would not receive a refund, but rather a flight credit with the airline, valid for future travel, for the value of his original booking. At the time of rebooking, the credit would be subject to an airline-imposed change fee and any increase in fare. Per the Terms and Conditions of the Expedia Package Protection Plan, Expedia will cover the change fees and refund them to the customer. Full details of the customer’s Expedia Package Protection Plan were fully disclosed and available at the time of booking, and can be found here: http://www.expedia.com/daily/promos/travel_protection_plans/package.asp?opt=1_1. As noted in the Plan Coverage tab, Expedia only covers pre-trip cancellation as follows: The Expedia Vacation Waiver helps protect you against life's unexpected occurrences. Your group is allowed to change or cancel your trip for any reason one (1) time prior to the scheduled start time* of your trip without being charged any change or cancellation fees. If canceling, any monies paid will be returned to the customer who booked the travel except the cost of published airfare, which may be made available as a credit for future travel.[redacted]For a published air ticket, credit may be issued per applicable airline policies less airline change fees and Expedia, Inc. will absorb the change fees. The actual airfare could be higher at the time of rebooking; in that event the price differential would be your responsibility. You are allowed to change or cancel your trip for any reason one (1) time prior to the start of your trip. 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. As noted above, the cost of published airfare is available as a credit for future travel. However, any monies paid for any cancellation penalties or change fees imposed by the airline will be covered by Expedia and refunded. Please note that Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of our vendors. Each airline has its own specific set of policies and procedures, as does each ticket purchased. We hope the customer understands that we must adhere to the policies dictated by the airline. 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 as requested. We thank you for allowing us the opportunity to address the issues which have been 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

October 24, 2017   Revdex.com Expedia – DuPont, WA 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 [redacted] (Revdex.com case number [redacted]) regarding a refund.   Our records indicate that on August 7, 2017, Mr. [redacted] or an authorized user of his account booked a one night online via Expedia.com at the Double Tree Suites by Hilton Anaheim Resort – Conv Cntr, checking in on August 12, 2013, and checking out on August 13, 2017, itinerary [redacted]. The reservation was a “hotel collect” reservation, meaning any funds would be collected directly by the property. Expedia did not collect any funds on this reservation.   We understand from Mr. [redacted]’ complaint that he could cancel his reservation before August 11, 2017, at 11:59 PM and is requesting a refund.   Upon receipt of Mr. [redacted]’ complaint, we investigated the issues which were brought to our attention. On October 24, 2017, Expedia processed a refund in the amount of $130.46 to the original form of payment. The time it takes to receive said refund will depend on Mr. [redacted]’ credit card company or banking institution. We ask that Mr. [redacted] please allow at least two billing cycles.     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

December 8, 2015
Revdex.comE.com - Alaska, [redacted] & Western Washington Complaint DepartmentRe: 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 compensation in the amount of $300.00 or greater.
Our records indicate on November 22, 2015, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Expedia.com website. Hotel accommodations were at the [redacted] Suites by Marriott [redacted], checking in November 26, 2015, for two nights.
Upon further research, we were able to confirm on November 27, 2015, the customer contacted Expedia to request a refund for their hotel reservations. At that time, Expedia contacted the hotel who advised Expedia would not be billed for the reservations, and full refund in the amount of $239.80 was processed 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 card company processes refunds, generally 3-7 days.
The customer may submit a copy of the hotel invoice and their credit card statement listing the charges from the hotel using the submission link on the Revdex.com website. If the customer paid a higher rate with the hotel directly for the same room type and dates, Expedia may process a refund for the difference in price.
If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Nicole P.Tier 3 Customer Service

June 15, 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

January 16, 2017 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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding credit. Upon receipt of the Revdex.com submission, we have verified this issue was resolved on January 9, 2017. Expedia processed the refund in the amount of $268.60 back to the customer’s original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refunds We apologize for any inconvenience this delay may have caused. 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

Complaint: [redacted]I am rejecting this response because:
I was informed by a supervisor that after my last trip to Long Island I could call in and they would erase all the guest accounts that utilized the address [redacted]
That way the permanent account that makes use of [redacted] would work. Now they are changing their story because they do not want to take the time and effort to correct a mistake that is due to a design flaw in their system. I have many years of experience in the IT industry and I know this problem can be solved as I have worked for major world class financial institutions.
The Revdex.com should not tolerate such nonsense from Expedia. What if other users forget to log in to their permanent account using their standard email address but use a guest account themselves and enter in their standard email address? They will be faced with the same problem I have and will be very inconvenienced to have to use a new email address. This is customer service at its worst and the Revdex.com should lower their rating if they refuse to fix the error.
It's hard to believe that a multinational company such as Expedia will not put in the time and effort to fix such a simple problem. If you notice, no one from their IT division answered this issue. I can never get past customer service representatives to speak to someone in the IT department. They make the ridiculous claim that there is no IT department to talk to: Obviously this is false because given the complexity of their operations there have to be database experts and system administrators who work behind the scene to ensure smooth technical operations. These are the staff members who can fix this problem. I was promised by a customer service representative that someone from their IT team would call me but they never did. They claimed they did not have my phone number even though that would be easy to find out given that I have booked many flights with Expedia so they have my cell number on hand. Very irresponsible and irritating.
I would ask the Revdex.com to publish my plight publicly so that the public knows how Expedia mistreats its customers. I now have to call in and manually book a flight on the phone if I want to use my permanent account since I cannot do so online. The java error I submitted with this complaint is proof that there is a problem on their end and the Revdex.com should take note of that and inform the public accordingly.
Sincerely,[redacted]

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

November 03, 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 is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding a discount. Upon researching the customer’s account, we can confirm automated emails were sent out regarding a discount. There are only a limited number of codes available and are made available to customers at different times. For those customers who are able to use the discount, this is able to be applied when on the payment page. We understand Mr. [redacted] claims he was not able to use the code as the codes available had already run out. Only as a courtesy to Mr. [redacted] we have proceeded to provide an Expedia hotel coupon for $25.00USD for a future booking on Expedia.com within one year of today’s date. In order to use the coupon the customer must book from the Expedia account associated with email address [redacted]@gmail.com online or over the phone. This has been documented on the customer’s account. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a coupon has been provided, Expedia considers this matter closed. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A[redacted] Tier 3 Customer Service

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and accept their apology.  However, will not be accepting the $100 coupon to use their services.  Still feel that they were unprofessional on the phone and cost me both more money for the package and time spent that I will never get back.  Moving forward will no longer be a customer and will never refer them for business in the future.  I appreciate the apology! Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:  Expedia should already have all the information the need.  They have my name and conformation number from the original ticket package I purchased from them.  So, the timetable that you've allowed them should be enough.  All I'm asking for is a full refund back on my credit card for my flight that I previously purchased from Expedia. com.  Sincerely,[redacted]

After speaking with 2 customer service reps, then spending 3 continuous hours on hold, my complaint was resolved by an individual who I will now refer to as 'Angel' Kate.   I was forwarded an email receipt, and will be watching my account to verify that the funds are returned. Thank you for...

your 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.
 
I have received the amount that was due to be refunded to me. I received it only after I called yet again, and spent a done of time on the phone. I do not agree that I was told it would take 8 weeks for the refund. That is not what was conveyed to me when I called to cancel the trip.
Sincerely, [redacted]

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

Complaint: [redacted]I am rejecting this response because:
As I explained in my complaint, and to everyone I've spoken with at Expedia, I was charged $45 three (3) separate times. The third insurance was supposed to be complimentary because of the screwups that resulted in the two previous insurance policies being cancelled against my wishes. I'm not sure why this has become so difficult. If their employees can't take proper notes, then that is something they need to work on after they honor their employee's offer to compensate me for all my wasted time and, most importantly, because I didn't have access to my $135 for several days while I waited for a refund. 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:1) Expedia did NOT provide us with reasonable alternative, despite that their response claim that they did. In fact, after we called the re-location deartment (as they would not call us back), they offered us several hotels that were completely different from what we have paied for. Expedia claims that their relocation department provided comparable alternative accomodation. That is not the case. We have booked all inclusive stay (meaning that all our meals and drinks were included in the price we paid to Expedia). However, Expedia relocation departmnet offered us hotels such as [redacted] ( NOT all inclusive and absolutely not suitable for our 3 years old son) they also offered 5 star hotel that was in no close proximity to other services. meaning, we would have to pay for meals at 5 star restaurants on top of what we already paid to Expedia. Expedia did not provide us with any type of vouchers to correct this situation (as many other providers regularly do).Hence, no, we were never provided comparable altearnative we could accept without addittional cost incured on our part.We have personally recorded the conversation (we had to pay for as a long distance call) with their relocation department. Hence, we can easily prove it.2) Expedia never properly ''advocated on our behalf'' as their reply states. Quite the contrary, their service was unprofessional and caused us great stress and frustration on the day of our planned departure. Again, we have all this recorded.3) We are shocked that despite the fact that Expedia failed to provide reasonable alternative, they still refuse to refund us in full. We purchased a package. Package means : flight+hotel. We, of course, could not just flight out to Greece with a young child with no accomodation. hence, the reason why we missed the flight (that Expedia refuses to refund) is because they failed to provide us with accomodation we paid for.4) Our credit card company is now investigating questionable charges made to our credit card by Expedia.We are also in contact with media outlet interested in our story as we hope that we will be able to warn as many families and consumers as possible about the way Expedia can treat thei paiyng customers. We hope that the business will, at some point start to act ethically.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: this response is nothing but Expedia blowing smoke.  And is completely contradictory to what your customer service department in India told me.  I called them while I was making the reservation and they verified that it was indeed a problem with your website at the time of booking!  They told me I would need to fill out forms  and email them the screenshot.  I was then told within 30 days I would get a refund for the difference plus a $30 Expedia rewards gift card.  Consequently after being put on hold the call was disconnected.  Expedia is reneging on the promise  their overseas customer service department promise me.  This was not a matter of a price "changing" but rather a guarantee displayed price at the time of booking as shown in the screenshot and then being charged more at the  check out!  This was all verified by their customer service department at the time of booking.  Expedia do the right thing and appease your customer by refunding a trivial difference from a mistake that was clearly your own! Or allow this response  to be seen by all for non-resolution to a  legitimate customer issue.  Quite simply, this is a taking on Expedia's part. Had none of this been true or accurate, you're overseas call center would not have given me the option to go through the 30 day refund process for the difference after they verified the correct price of the room. Your failure to comply now, simply shows that you're calling me a liar and charging me the incorrect amount while failing to refund what is owedSincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:This is a highly unsatisfactory response, evidencing Expedia's practice of deflecting rightful claims by design. The facts are:Expedia and/ or the hotel sold us a vacation based on false advertisingExpedia and / or the hotel divert the wrongdoing to each otherBy way of which Expedia leaves customers without any recourseIn addition, Expedia deflects rightful customer claims with a practically not accessible "service line"This effectively makes any Expedia sale final without mentioning this important condition in their T&CsIronically, offering us "compensation" of one night in the same hotel that never was what was advertised, a hotel that was the very cause of complaint, and a hotel we never would want to stay at again.Please advise on next steps to enforce our rights and most importantly protect other customers from this unethical business practice.Sincerely,[redacted]