Expedia Inc

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]

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.

Complaint: [redacted]I am rejecting this response because: I've already contacted [redacted] and I pre booked the hotel and new airline tickets and I'm not paying for a vacation I'm not even going to take. I've already made travel arrangements with [redacted] and a hotel, so I cannot see how they can charge me.,Sincerely,[redacted]

September 1, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a reservation booked on Expedia.com.
 
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
 %3

June 22, 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 Ms. [redacted] (Revdex.com case ID # [redacted]) regarding a flight reservation. Upon receipt of the Revdex.com submission, we have verified this issue was resolved on June 3, 2015. The customer agreed to a $200 Travel Coupon which was provided to Ms. [redacted] account. 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] Tier 3 Customer Service

October 1, 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 fromyou.Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the refund request. Our records show on March 22, 2015, [redacted] self-booked an Expedia.com flight reservation via booking number [redacted], with travel date commencing June 8, 2015. We understand from [redacted]’s complaint he received an email confirmation stating outbound flight was scheduled for 6:15pm. The customer also stated, a day before travel while confirming his flight, it stated outbound was schedule for 11:20am not what was stated on original email. [redacted] is requesting a refund for the rescheduling cost due topossible Expedia error.Upon researching the customer’s complaint, we can confirm as of June 13, 2015, when [redacted] brought this matter to our attention, an email was requested showing original flight information received. We can also confirm, information received was inconclusive therefore a refund could not be processed.Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a courtesy a refund in the amount paid for the flight exchange in the amount of $288.80 was processed back to the original form of payment. As a refund has been given to the customer and the issue has been resolved to [redacted]’s desired outcome, Expedia considers this matter closed.We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Angel A[redacted]Tier 3 Customer Service

September 14, 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 22, 2016, Mr. [redacted] booked a three-night stay at the Wingate by Wyndham from August 23, 2016, through August 26, 2016. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative. As such, the customer agreed to the following upon booking;
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 understand from Mr. [redacted]’ complaint that he requested to cancel the booking soon after. He says that he was informed by Expedia that he would receive a full refund and that he had until 6:00pm to cancel on the day of check in, but has not received a refund.
On August 23, 2016, Mr. [redacted] contacted our office requesting to cancel the booking without penalty. Our representative reviewed the hotel’s cancellation policy and informed Mr. [redacted] that the reservation was non-refundable and we would need approval from the property in order to refund.
Between August 23, 2016, and September 1, 2016, Expedia representative contacted the Wingate by Wyndham four times on Mr. [redacted]’ behalf attempting to persuade them to make an exception and refund his booking. Each time our requests were denied. In an effort to resolve this matter, Expedia has consistently remained a liaison between the customer and the property but, have had no successful in obtaining refund approval. Please note that each of the vendors with which we do business, establishes their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them.
 
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

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]

October 25, 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 flight reservation.  We understand [redacted] is requesting to change the flight times or a refund. On October 24, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on October 23, 2016, the customer self-booked a flight reservation. Travel is on Delta Airlines, departing November 17, 2016, from St. Louis, Missouri to Bozeman, Montana; returning on November 24, 2016, from Bozeman, Montana to St. Louis, Missouri. Itinerary number: [redacted]. The customer is stating they encountered an error while booking the flight reservation. The customer is stating they entered a specific flight times; however the flight time are different.
 
Upon further researching this matter, we have no record the customer contacted Expedia.
 
Expedia was able to review the customer’s booking session that was made on October 23, 2016. The customer selected the Expedia Bargain Fare and our site did advised the customer that the flights are schedule to depart sometime between 6am and 10pm. Exact flight detail will be available in the customer’s itinerary after the booking.
 
Our site did advise the customer that the ticket was nonrefundable, non-transferable and cannot be canceled or changed.
 
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. Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation. This gives Expedia the opportunity to provide an appropriate resolution.
 
Delta Airlines is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia.
 
Expedia must adhere to the airline policy. Expedia cannot honor the request to change or refund the ticket.
 
Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue 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

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

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

Complaint: [redacted]I am rejecting this response because: They made the mistake and I was  suppose to call with in 48 hours but I never received anything a conformation or a receipt???? how can I fix it if I didn't receive either?  they should pay the airlines for their mistake not me.. at the time I did call they stated I would receive a full refund for my rental car and I have yet to receive that. the amount I was charged was not only for plane tickets it was also for a rental car that was also on wrong dates. so I also had to cancel this and they did state I would receive this refund. This is taking advantage of the consumer I had that amount taken out of my bank and I don't even have a receipt for what I paid for??? how is that possible and why is it taking almost 3 months to refund my rental car money. Something is not right here. Even the supervisor I talk to said the agent I talk to when originally made the reservations was not suppose to hang up with me until I got the conformation. she did hang up and I never received anything. Why would I reserve a car to return it before I even fly out and why would I reserve plane tickets a week later than the hotels I booked?????Sincerely,[redacted]

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

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]

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 their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on March 17, 2016, Ms. [redacted] booked an Expedia Vacation Package which included roundtrip flights from San Francisco, California to Las Vegas, Nevada and a two-night stay at the Venetian Resort Hotel and Casino from April 2, 2016, through April 4, 2016. We understand from Ms. [redacted] complaint that she is seeking a refund of $394.40. According to the complaint, Ms. [redacted] canceled the package a couple of hours after booking. She stated that she that she received a refund for the hotel but, has not been refunded for the airfare. After review, we can confirm that the package was voided on the same days as the booking itself. A refund was issued for the hotel by Expedia and the merchant of record (the company who charged the customer’s credit card) Virgin America is responsible for issuing the refund for the airfare. Ms. [redacted] contacted our office on May 24, 2016, stating that she had not received the refund. We asked that she provide a billing statement and she agreed. We have not received the statement yet, but upon receipt we will be happy to advocate on her behalf to ensure that she receives her refund. 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

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]

April 14, 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 [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Expedia does not own or operate any hotels, nor do we set any cancellation or refund policies. However on April 14, 2017, Expedia processed a courtesy refund in the amount of $156.16 back to the customer’s original form of payment. This amount represents the outstanding refund due. On December 4, 2016, the customer was originally refunded $111.50. The time it takes to post the refund to the customer’s account depends on how quickly their 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

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

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]