Expedia Inc

Complaint: [redacted]I am rejecting this response because: the response from Expedia is not quite reasonable. In the response, it is said that "As stated on Expedia.com, Unpublished Rate Hotelsbookings are final and cannot be changed or refunded. Furthermore, when booking an unpublished rate hotel, no option is given to select amenities such as room type since the customer will not know the hotel name, the types of room available or amenities offered until after it is booked" . It is not true because when I did the booking, it did showed the option for customer to choose as room type ( Smoking/ Nonsmoking , queen bed, king bed, or 2 seperated single beds) . Also, it let customers to choose how many people would stay in the room. Please find the proof - the attached file for the confirm that I got after sucesfully booking. It did showed I booked all 3 NON-smoking rooms. LAstly, the smoking/non-smoking room is just the basic requirement for the guest to choose before making decision to stay or not. Moreover, I am a pregnant women ( Please find the attached file for a doctor note) and all the family  members were all seniors, kids, and the elderly. I am that risk to book the smoking room for the whole family to get the chance to expose the smoke. Also, the behaviors of Maria ( customer associtate ) and Nicole ( Manager , Employee ID: [redacted]) were un-professional. At first, they both tried to blame that I booked Smoking Rooms until I told them I had my confirmation on hand.In fact, I request for the refund because it was not my fault. I did know that the policy of booking from the unpublished rate hotel booking are finals / can't refund/ exchange. In my case, I did not request for any reason that I changed my mind to cancel the booking. I ask for the money back because Expedia did not do as their confirmation for the customer. If the policy is not allowed to refund, in my case I request for the compensation of the equal amount credit.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]

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

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]

January 30, 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 from [redacted] (Revdex.com case number [redacted]) regarding a refund.
 
Our records indicate that on April 29, 2016, Mr. [redacted] or an authorized user of his account purchased two non-refundable, round-trip tickets online via Expedia.com, departing on July 2, 2016, from Los Angeles, California, travelling to Cancun, Mexico, and returning on July 6, 2016, via Dynamic Airways itinerary [redacted].
 
We understand from Mr. [redacted] complaint that Expedia cancelled his reservation and promised a full refund. Mr. [redacted] claims that he has not received his refund as of yet and is now requesting said refund.
 
Upon receipt of Ms. [redacted] complaint, we investigated the issues which were brought to our attention. We can confirm that on July 1, 2016, Mr. [redacted] contacted Expedia’s customer service to get assistance with his reservation because his flights were changed twice by Dynamic Airways and he wanted to cancel his reservation and receive a full refund. At that time, our representative contacted Dynamic Airways to see if they would allow a full refund. Our representative was advised that Mr. [redacted] return flight was cancelled due to Dynamic Airways no longer flying to Cancun, Mexico and that Mr. [redacted] will receive a full refund.
 
After further researching this matter, we are pleased to confirm that Dynamic Airways processed a refund in the amount of $504.20 for both cancelled tickets on January 25, 2017, back to the original form of payment ending in [redacted]. The time it takes Mr. [redacted] to receive said funds will depend on his credit card company or banking institution. We ask that Mr. [redacted], please allow at least two billing cycles.
 
Based on the above, Expedia is unable to honor Mr. [redacted] refund request, as Dynamic Airways has refunded him in full. 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

Complaint: [redacted]I am rejecting this response because: 
As previously advised, on November 28, 2016, the customer was not charged for any reservation. If the customer is showing a confirmed charged on their billing statement, Expedia request that the customer provide a letter head from the credit card company or bank. The customer can send the information via the Revdex.com link.
 
If there are no confirmed charges on the customer’s account, Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further.
 
My issue is that the rep from Expedia, Delia K[redacted], keeps misunderstanding the point I have been trying to make.  I never claimed there were any posted charges to any of the paym[redacted] methods that were attempting to be used for the purchase of these airlines tickets.   What I have been stating from the beginning has been that due to these website issues that were going on in the final purchasing process, their paym[redacted] processor kept making authorizations on the credit cards in question, examples of which have been provided in PDF form.    This caused my card to have unavailable funds due to these repeated authorizations, as well as having the same situation occur for my mother-in-law, whose credit card(s) I was trying to use to book these reservations.    One card, the Discover card ending in [redacted], had so many authorized posted to it that it used up all available credit and made it unusable for multiple days until all of these authorizations fell off the cards in question.  This caused a bit of an inconvenience for my mother-in-law, as that card is her primary credit card.  Ms K[redacted] statements about $1 authorizations are also incorrect, as I never had seen any authorizations for that amount at any time. 
 
Again, I've never claimed that there were posted charges that need to be credited.  The issue is that Ms K[redacted] is being obtuse about these authorizations that caused an inconvenience across multiple credit cards due to their website system and credit card processing system having such issues.  I had requested an apology for the issue and some assurance that the issue would not re-occur, though since Ms K[redacted] cannot understand the point I was trying to make, I do not expect to get what I'm asking for, which would the claim closed and unresolved.   If they do respond with an apology and an assurance that the issue would not re-occur again, then I would consider the complaint closed and resolved. 
 
---- [redacted] (cell) 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]

September 13, 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 an airline reservation. Our records show on March 30, 2016, Mr. [redacted] self-booked a package reservation which included flight and hotel. We understand from Mr. [redacted] complaint, he was not informed that the flights he booked in March of 2016 were actually cancelled months later. Mr. [redacted] contacted the airline and that is how he was made aware that the reservation had been cancelled. The customer is requesting new flights without having to pay more than the amount he originally paid for flights. Upon researching the customer’s complaint, we can confirm that on September 09, 2016, Mr. [redacted] contacted Expedia and was provided with a flight booking at the current price plus a refund of $400.00 back to his card. The refund of the $400.00 was processed on the same day. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. [redacted] 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, Daniel A[redacted] Tier 3 Customer Service

April 27, 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, 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 October 31, 2017, Ms. [redacted] booked a 14- night stay at Sunset Vistas Two Bedroom Beachfront Suites from February 27, 2017, through March 13, 2017.
We understand from Ms. [redacted] that she requested a room with a gulf view but, says that she was told that non were available. Ms. [redacted] stated that she agreed to a unit with a full gulf view at a higher cost as a result. She feels that Expedia has overcharged her and is requesting refund of $1,000.00. . Ms. [redacted] also wants the rewards points earned for this booking added to her account.
On March 14, 2017, Ms. [redacted] contacted our office because she did not feel that she received the room that she paid for. We contacted the property on her behalf to inquire what room was issued. After review, they confirmed that Ms. [redacted] booked a room with a gulf view and a balcony. We were informed that the customer received the type of room that she paid for and that no refund would be issued. Ms. [redacted] also received 11,608 bonus points for this booking including 1,410 bonus points.
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

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

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]

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]

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.  
Hello
 
An Update since a responded via your Revdex.com platform earlier this evening.
 
1) please know I was never asking for a refund- but a flight voucher- much like any client who is involuntarily bumped off a flight
 
2) I called Expedia- I spoke with Rodrego [redacted]- corporate call center manager
 
Case # [redacted]
I explained the whole story (twice)- how Expedia changed the flight- the agent's name and time.
 
After some convincing, he offered a $200 coupon to my account which I can use for future travel.
 
I did not accept the response through the Revdex.com from Expedia- I DO accept Rodrego's solution for the $200.
 
 
I thank you [redacted] for your service... at this point with the $200 coupon- good through 10-31- 17- I do considered this resolved.
 
Have a good daySincerely, [redacted]

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

Complaint: [redacted]I am rejecting this response because of the reasons below:
1) I used expedia.com to create my trip and paid directly to expedia for my reservation, not Dynamic Airlines. 
2) It is not my business that expedia.com froze while I was finalizing my itinerary. I called expedia.com immediately to verify if the transaction went thru and had being advise by expedia customer service that nothing went thru and advise to re-do my itinerary again.  I did my reservation right after speaking with the agent.
3) Once I found out the duplicate charge, I called expedia.com for assistance many times and many running around were giving.  Expedia also asked me to contact Dynamic Airlines myself.  I called the airlines and had being advise that I am the passenger but the booking and payment was processed by expedia.com; so I have no control and I can't request a cancellation for the duplicate order to my itinerary, only expedia can request for refund or cancellation.  The conversation about only expedia can request for refund can be witnessed by expedia Tier 3 agents Chris W[redacted] and Alex K[redacted].   
4) In addition, I have the travel protection purchased from expedia.com hoping expedia is reliable with their customers and still no meaningful customer service provided.  It has been over a month and still no refund was provided.
5) Lastly, expedia.com should be responsible with their server issue and customer service no able to verify if the transaction went thru or not with their system before advising customer to re-do again.  As a customer, I did my part to verify with expedia before creating a reservation and contact them about the duplicating itinerary for refund.  I just hoping expedia.com can be more serious with their customer services.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Expedia inc and its affiliates called me from the oak harbor call center again today as well as calling my alternate number twice on Sunday. They no longer give any information, only hanging up as soon as I say anything on the line. I have requested to be removed from the call list numerous times.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]

September 23, 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 hotel refund request. Our records show on August 18, 2016, Ms. [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted], with a check-in date as September 13, 2016. We understand from Ms. [redacted]’s complaint, when she got to the hotel they advised they were not able to find her reservation. Ms. [redacted] contacted Expedia by phone and was transferred to a customer service supervisory after speaking with other Expedia agents. The Expedia supervisor attempted to resolve the issue. Ms. [redacted] wanted Expedia to contact her the next day, the supervisor advised they are unable to provide a call back for a case that can be resolved at that moment. The Expedia supervisor advised the customer that she could contact us once she was ready by providing a case number. Ms. [redacted] is requesting a refund of USD$160.00 which includes charges for a taxi and a two night stay at a hotel. Upon researching the customer’s complaint, we can confirm the hotel was unable to find a reservation and no charge was made. As a courtesy to Ms. [redacted] we offered a $100 Expedia coupon. Ms. [redacted] declined the coupon and was transferred to our highest form of customer contact by 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 courtesy to the customer we have provided a refund of the amount of USD$160.00 which is the amount the customer requested. As a refund has been given to the customer and the issue has been resolved to Ms. [redacted]’s desired outcome, Expedia considers this matter closed. We would like to advise Ms. [redacted] no further compensation will be provided as we have refunded only as a courtesy. 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:When I booked the vacation package on April 6, 2015 with the agent via the phone, she confirmed it was an all-inclusive option. Your phone records should accurately acknowledge that. However, when finalizing the booking, she did not select the all-inclusive option. This mistake was not done on my end. In fact, because of this mistake, I incurred additional costs for meals and drinks totaling $1000.00. As I stated before, your $200 Electronic Travel Coupon will not be adequate for the additional $1000 I incurred. You have already acknowledged my decline of the offer, yet you illogically still place it into my account. If you are not going to take full responsibility of your mistake and fund me back the $1000.00 in a check, you should at the very least fund me back $200.00 in a check.I look forward to hearing back from you. Thank you for forwarding my last comments to the appropriate department to improve your services. I certainly hope your future online reviews and future bookings for other customers are not as horrendous and irresponsible as this one. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:That is the purpose of my complaint. After I submitted my price match within the 24 hour period, and was told to wait 48 hours to hear a response from Expedia and nothing was heard so it prompted me to call and follow up with expedia. That is the reason I did not call expedia before. After talking an expdia representative I was told to do the following steps. Which was to send an email to expedia customer service and send the screenshots. In regards to the flight information. If you see on the screenshot the flight time hours and dates are the same. Sincerely,[redacted]