Expedia Inc

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:  While the requested refund has been addressed, there is still not an updated itinerary available through Expedia, which is as much a part of my frustration with Expedia.  My online Expedia itinerary has information from the old trip, and the updated flight itinerary for the airline has me and my family going into San Juan on Thursday at 1:17pm and leaving at 2:14 the same day.  Clearly, that is not correct, as the trip should be Thursday - Sunday.  I did call and speak with someone about this, but the issue remains unresolved. I have no confidence in what Expedia has, in fact, booked for me.
Thank you.
Sincerely,[redacted]
Albany
ALB 5:55am
Atlanta
ATL 8:34am
Terminal S
2 h 39 m 
Delta 2352
Seat 07D, 07E, 07F | Confirm or change seats with the airline†
Layover:1 h 6 m
Atlanta
ATL 9:40am
Terminal S
San Juan
SJU 1:17pm
Terminal B
3 h 37 m 
Delta 559
Seat 30D, 30E, 30F | Confirm or change seats with the airline†
Layover:0 h 57 m
San Juan
SJU 2:14pm
Terminal B
Atlanta
ATL 6:04pm
Terminal S
Arrives on Oct 30, 2016
3 h 50 m

August 7, 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 ID number [redacted]) regarding a hotel reservation. Our records indicate on March 8, 2015, the customer self-booked a package reservation using the Expedia.com website. Accommodations were at the [redacted] Cancun from July 7, 2015, to July 14, 2015. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we verified on July 15, 2015, Ms. [redacted] contacted Expedia requesting a refund due to the conditions of her hotel stay. Expedia apologizes for the dissatisfaction that the customer experienced. Expedia.com acts only as an independent reservations agent for hotels. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time. However, we do not show that the customer contacted Expedia during her stay. On August 7, 2015, Expedia contacted the hotel directly on behalf of the customer. They advised that the customer did not make any complaints with them and they verified there were no issues with-in her master suite. As the hotel stay was fully utilized, Expedia is unable to issue a refund as requested. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

January 29, 2018 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  Expedia Case [redacted]Dear Revdex.com, Thank you for your response.  We have reviewed the documentation/new information [redacted]  provided to further address her concerns.Expedia is responding to the consumer complaint of [redacted] (Revdex.com case number [redacted]).We apologize for any confusion. Our records indicate the itinerary includes combined one-way flights for two passengers, which completed travel from Greenville to Merida on March 7, 2018, and returned on March 15, 2018. The outbound flights for March 7, 2018 were $197.56 per ticket. The return flights for March 15, 2018 were $227.01 per ticket. Both sets of tickets were issued on AeroMexico. Although, each set of tickets had one leg carried by AeroMexico and one leg carried by Delta Airlines, the fares purchased were with AeroMexico, not Delta Airlines.The rebuttal from [redacted] advised that one of our agents urged her to call Delta Airlines. It’s distressing to hear this information, and our agents shouldn’t have advised [redacted] to contact either of the airlines to complete a voluntary exchange. Only Expedia.com is able to process a voluntary exchange of these AeroMexico tickets.Additionally, the rebuttal mentioned that [redacted] only wanted to change one leg on each of the tickets and not both legs, and that the voluntary change rules seemed unfair. The tickets as they were purchased, were not for the specific flights on each set of tickets, but rather for the specific fares, which were Greenville to Merida, and Merida to Greenville, and for the specific carrier, which was AeroMexico. In processing a voluntary change, the new fares requested could be offered with flights and routing which were available for those fares from AeroMexico, as well as current pricing as provided from AeroMexico.At the time of purchase, the fare rules which were agreed to, for each of the four tickets, advised that changes may be made for a fee of $200.00 per ticket, plus any fare difference. Other rules apply that may restrict routing and how long the tickets are valid. In this case, as [redacted] advises her request is to exchange all of the fares on all four tickets, a change fee would be incurred for each of the four tickets.Expedia.com is a third party booking site that provides flights and other travel items for sale from our vendors. We provide the terms of the items on our website, including fare rules, so they may be reviewed prior to purchase. After purchase we are unable to change the policies of the vendors. As such, Expedia.com cannot waive airline change fees, pricing, refundability or fare rules. As Expedia.com provided the information as needed to understand what to expect should changes be requested, we will be unable to refund or reimburse any costs incurred for exchanging the tickets.Sincerely,Denise H[redacted]Corporate Customer Service

penalty amount.  December 7, 2015Revdex.comE.com - Alaska, Oregon & 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 a refund request.  We understand [redacted] is requesting a refund of the one night penalty fee charged by the hotel for cancellation of the itinerary. On December 7, 2015 we contacted the customer to acknowledge receipt of their Revdex.com complaint.Our records indicate on September 22, 2015 the customer accessed Expedia.com and reserved a reservation at the Customer Inn and Suites in Paramus, New Jersey to arrive on November 21, 2015 and checking out November 28, 2015.  The booking was a “hotel collect” reservation and the hotel’s stated terms and conditions,which the customer agreed to, were: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, the hotel will not return your booking amount.Cancellations or changes are subject to a hotel fee equal to 100% of the total amount paid for the reservation.On November 15, 2015 the customer contacted Expedia and asked to have the itinerary cancelled.  The customer states the hotel authorized cancellation with no penalty.  In speaking with the hotel manager on December 7, 2015 he shows no notes stating the hotel would not charge the customer and feels they were fair in that they did only charge the first night of the reservation at $142.60, rather than enforcing their terms and charging the entire $979.80.  The hotel is not willing to refund the penalty amount.  As a one-time courtesy, on December 7, 2015 Expedia processed a credit in the amount of $142.60 back to the customer’s original form of payment.  The amount of time it takes for the credit to appear in his account depends upon how quickly his bank processes refunds. 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

April 29, 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 March 29, 2017, Ms. [redacted] booked an Expedia Vacation Package which included a roundtrip flight from Washington, D.C to Florence, Italy, a four-night stay at the Porta al Prato from March 31, 2017, through April 4, 2017 and travel insurance.
We understand from Ms. [redacted]’s complaint that she contacted our office to cancel the booking. She says that she was told she would be refunded in full. Although she received a refund for the insurance and hotel, she was not refunded for the airfare. She expected to receive the refund in 3-7 business days but has not so far.
Please offer our apologies in regards to the misunderstanding with Ms. [redacted]’s reservation. We regret any inconvenience that may have occurred and would like to assure her that every reservation is important to us. The vacation package was canceled and refund offered. After further review, we processed a refund of $2,467.30, to the original form of payment on April 29, 2017. Please inform Ms. [redacted] that the refund will appear in her account in about 3-7 business days.
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

May 16, 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 hotel vendor customer service issues and refund request. 
 
Our records show on July 15, 2016, Ms. [redacted], self-booked an Expedia.com flight and hotel package reservation via itinerary number [redacted], with a hotel check-in date as March 26, 2017 with a $3,422.40 payment made for the hotel reservation. We understand from Ms. [redacted]’ complaint, upon arrival at the hotel, the room originally booked was not available and the property provided poor service with the relocation process. The customer stated complaints were sent to Expedia but no response has been received and is requesting a partial refund due to the issues encountered with the hotel.
 
Upon researching the customer’s complaint, we can confirm on March 31, 2017, an email correspondence was received from Ms. [redacted] regarding the poor service received from the hotel and a request of a refund. Unfortunately, Expedia is unable to process any refund request via email correspondence.
 
Further research shows, no calls from the customer were received at the time of check-in or during the dates of the reservation related to Ms. [redacted]’ complaint.
 
Expedia proceeded to advocate on the customer’s behalf by contacting the hotel. The vendor stated, refunds can only be requested via email, therefore, on May 16, 2017, Expedia sent a partial refund request to [redacted]@royaltonresorts.com as advised by the property. Once any information is received from the vendor, Ms. [redacted] would be contacted by Expedia directly.
 
Expedia.com acts only as a third party intermediary for airlines, hotels and cruises and must abide by the terms and conditions set by that particular vendor. Expedia can only advocate on the customer’s behalf with regard to any refund requests. Based on the information provided above, at this time we are unable to honor Ms. [redacted]’ request for a 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,
 
Angel A[redacted]
Corporate Customer Service

May 5, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department 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 his 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 flight refund.  We understand Mr. [redacted] is requesting Expedia to submit a request to the airline to process a tax-only refund.  On April 24, 2015, we contacted Mr. [redacted] to acknowledge receipt of his Revdex.com complaint.  Our records indicate on October 23, 2014, the customer self-booked flights on the Expedia.com website for travel on December 21, 2014, from Vienna, Austria to Dresden, Germany.  We have confirmed the reservation was purchased by Mr. [redacted] or an authorized user on the account, without the assistance of an Expedia representative.  The fare rules associated with the ticket purchased online state: Fare rules and restrictions We have not received information regarding the rules or restrictions for this flight. When you purchase your ticket, you agree to the following rules and restrictions.  Please assume that the fare is non-refundable and any change or cancellation will result in full forfeiture of the value of the ticket with no refund or credit available. Rules and restrictions as imposed by the airline(s) will be applicable to your fare should you need to change or cancel your flight(s). Airline tickets are non-transferable. Some flights do not qualify for frequent flyer mileage accrual.   Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines, and are subject to the rules and restrictions of those providers.  We regret any inconvenience that this may cause, however, we are unable to submit the refund to the airline as requested in order to apply for the unused taxes associated with the unused ticket based on the airline’s fare rules for travel purchased on a US-based website.  On December 2, 2014, Mr. [redacted] contacted us regarding a change of plans; we explained to Mr. [redacted] the fare rules for his flight did not allow any changes to be made and explained the fully restricted rules associated with his airline ticket.  On April 10, 2015, we were contacted by the customer with a request to process a refund for the unused taxes.  We explained to Mr. [redacted] we are unable to provide the refund based on the non-refundability of the ticket.  Additionally, the call was escalated to our corporate office at which time we restated US regulations and were unable to submit a refund request.   On April 14, 2015, the customer escalated the call to our corporate customer service department at which time we restated the rules for the flight as well as the tariffs that govern tax refunds for unused flights in the European market vs. flight refunds for US-based reservations.  This was escalated further to  a supervisor  as a one-time courtesy, and on April 28, 2015, we provided the customer with a refund of the $147.20 in unused taxes.  The time that it takes for the refund to update in the customer’s account depends on how quickly the credit card company processes these requests.   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,[redacted]Tier 3 Customer Service

Complaint Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
 
Expedia was able to review the customer’s booking session that was made on October 4, 2016. The customer did not review the terms and conditions for the Package Protection Plan; which does state:
 
 
Change or Cancel for Any ReasonThe Policyholder 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.**
For a published air ticket, credit may be issued per applicable airline policies less airline change fees, and Policyholder 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
 
Pre-Departure Trip CancellationWe will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Policyholder, if you are prevented from taking your Covered Vacation due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Vacation. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Vacation.
Post-Departure Trip InterruptionWe will pay a Post-Departure Trip Interruption Benefit, up to the amount in the Schedule, if due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s, Sickness, Injury or death or Other Covered Events as defined: 1) your arrival on your Covered Vacation is delayed; or 2) you are unable to continue on your Covered Vacation after you have departed on your Covered Vacation. For item 1) above, the Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) for item 2) above, commence while you are on your Covered Vacation and your coverage is in effect under the plan; and c) for both items 1) and 2) above, require the examination and treatment by a Physician at the time the Covered Vacation is interrupted or delayed; and d) in the written opinion of the treating Physician, be so disabling as to delay your arrival on your Covered Vacation or to prevent you from continuing your Covered Vacation.
 
If the customer had to cancel the flight due to a covered medical reason, the customer will have to contact Aon Affinity at 1-800-453-4079 and submit a claim for a refund request. Expedia cannot guarantee they will be refunded for the flight.
 
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.
The customer does have a flight credit with Delta Airlines. The customer is responsible for the change fee of $200.00; plus any fare difference. Since the customer purchased the Package Protection Plan. The customer will qualify for a refund on the change fees only.
 
The customer can contact our customer service department at 1800-397-3342, to rebook their flight credit. The flight credit is valid for 1 year from the original issue date of October 4, 2016.
 
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

September 13, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr. [redacted]. We regret to hear that he did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a car reservation. 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. In regards to the customer stating that the terms and conditions are hidden; In order to finalize the booking, the Expedia website states: • By selecting to complete this booking I acknowledge that I have read and accept the Rules & Restrictions Opens in a new window., Terms of Use Opens in a new window. and Privacy Policy Opens in a new window. In addition, the search preferences chosen by the customer will give the customer all the car rental locations that offer these options. However, nowhere is it indicated that these options are free of charge. Expedia.com serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners. 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

Complaint: [redacted]
I am rejecting this response because: As a Las Vegas Hotel manager I am fully aware of the compensation Expedia is receiving for providing the service as the contracted rate between a vendor such as ** or [redacted] and Expedia differs from what the vendor charges the costumer directly. Expedia also receives a commission as a travel agency to provide the service. By receiving financial benefits from a transaction as a third party, they must assume a certain level of responsibility and liberality. When we contacted ** regarding the issue we were told that flight has been booked via a third party and ** is unable to adjust the payment as it was not received from us directly.    the game of "you booked your reservation through a third party so contact them" and "We are just a third party and have no control" is an old game played by almost every hospitality venue around the world but it is difficult to hear when a reputable company who claims to have A+ rating utilizes such a cheap excuse. We were told we can not change anything on this reservation as the 24 hour window has passed. We attempted to change room type the very next day and were wiling to pay the $6 difference however Expedia did not offer the change. excuse back then was in order to change the room type we have to cancel the reservation and make a new one yet our reservation has been changed 3 times without our input or permission.  
Sincerely,
[redacted]

April 13, 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 change in her reservation.   Our records indicate that on February 4, 2017, Mr. [redacted] or an authorized user or his account booked a six night stay online via Expedia.com at the [redacted] & Spa [redacted], checking-in on August 9, 2017, and checking-out on August 15, 2017, itinerary [redacted]   We understand from Mr. [redacted]’s complaint that he needs to change his check out date from August 15, 2017, to checking-out on August 14, 2017, and has been having a difficult time doing so   Upon receipt of Mr. [redacted]’s complaint, we investigated the issues which were brought to our attention. We can confirm that on March15, 2017, Mr. [redacted] contacted Expedia’s customer service department to get assistance with changing his checkout date to August 14, 2017. At that time, our representative advised Mr. [redacted] that the hotel did not have the availability and attempted to contact [redacted] for assistance. Our representative was unable to contact the vendor at that time.   After further researching this matter, Mr. [redacted] brought this matter to our attention again on April 12, 2017. Our representative advised Mr. [redacted] that [redacted] is currently negotiating with the hotel on her behalf to see if they would allow her to change her reservation. Our representative also advised Mr. [redacted] that the hotel would not be available to make a decision until Monday, April 17, 2017, and that he should contact our office at that time.   Based on the above, Expedia is unable to honor Mr. [redacted]’s request. 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 Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
 
Expedia was able to review the customer’s booking session that was made on April 20, 2017. During the booking and checkout path on our website, it was disclosed that the flight was nonrefundable, non-changeable. If the customer would like a copy of the booking session, the customer will need to submit a court order subpoena.
 
Furthermore, at the time of the booking, the customer did agree to Expedia’s Terms of Use. Our Terms of Use explicitly provides:
 
 
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.
The customer flight is active for travel on September 24, 2017. If the customer cancels or does not use the tickets, the airline will consider the tickets as a lost value.
 
Expedia cannot honor the request to change or refund for the reservation.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

June 30, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted]. We regret to hear that the customer did not accept our response and/or resolution offered.
 
We have further researched Ms. [redacted]’s complaint (Revdex.com case number [redacted]) regarding a refund request in association with the room type that was booked on his reservation and, after giving the matter our full consideration, we stand by our previous decision and are unable to accede to Ms. [redacted]’s request of a refund.  As previously stated, the room type was clearly stated on his itineraries for his review and as he did not contact Expedia pre-stay to discuss any concerns.  Had he done so, Expedia would have made every effort to make changes to any issue the customer had with his booking.  He was charged the correct amount for the room type on his itinerary. 
 
We apologize to the customer for the inconvenience this situation has caused. Thank you for allowing us to address this matter further.  `
 
Again, we thank you for allowing us the opportunity to re-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.

Complaint: [redacted]I am rejecting this response because: 
Attached is a copy of my bank statement with all the credited funds to the account related to the check card that was used ending in [redacted] between September and all of November. There was no refund processed back to the account from Expedia or [redacted] Airways. Let me know if you have or need any additional information regarding this matter. Thank youSincerely,[redacted]

June 21, 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.
The information provided in the complaint we received was not linked to an account or an itinerary. At this time we are requesting Ms. [redacted] please provide an itinerary number and the email address associated to the customer’s account. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further.
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

Revdex.com:
Hello, thank you for your help. The receipt for the new hotel is attached. To be clear, I am accepting Expedia's response as a reasonable next step (asking for the receipt), NOT as the final resolution. Also, just to be clear, I do not doubt that the refund was given for the hotels I won't be using - my complaint is about how I now must pay a higher rate for lesser accommodations (one bedroom rather than two). Thank you to Expedia for your response and to Revdex.com for your mediation of this matter. 
Sincerely,
[redacted]

August 11, 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] [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<

October 17, 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 April 16, 2016, Mr. [redacted] booked a roundtrip flight from San Salvador to Leon, Guanajuato departing on June 3, 2016, returning on June 5, 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. We understand from Mr. [redacted] that he was charged $851.40 twice for the same booking. He is now requesting that Expedia refund one of the charges.
In an effort to resolve this matter, Expedia has consistently remained a liaison between Mr. [redacted] and [redacted] Airlines, we have advocated on his behalf to obtain the refund that Mr. [redacted] has requested. On October 17, 2016, we contacted the airline again and they confirm; although Mr. [redacted] had two itineraries, the ticket (#[redacted]) that was booked with Expedia has been utilized. The other ticket (#[redacted]) which was booked with the airline directly is in open status. The customer must submit his own refund request on their website [redacted].com.
We regret that we are unable to offer Mr. [redacted] with a more satisfactory response to his inquiry; however Expedia has exhausted all options and resources available to us in an effort to assist Mr. [redacted]. It is our highest recommendation that Mr. [redacted] continue to pursue this matter directly with [redacted] Airlines and his financial institution, regrettably Expedia will be unable to offer further assistance.
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

July 7, 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, 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 June 16, 2015, Mr. [redacted] booked a two-night stay at the [redacted] from June 17, 2015, though June 19, 2015. According to Mr. [redacted], the place that he booked did not exist. He says the property manager provided an alternative location that was nothing like the one he had booked. As a result, he did not utilize the reservation and booked his stay at the [redacted]. Mr. [redacted] also expressed dissatisfaction with Expedia for the level or customer service that he received. Mr. [redacted] is requesting a refund for both bookings.
We regret to hear that Mr. [redacted]’s vacation experience was not to his satisfaction. As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. However, if an Expedia member has an unsatisfactory experience with travel booked through Expedia, we want to take appropriate action to ensure another member doesn’t have a similar experience. We apologize for any lack of service that Mr. [redacted] experienced when he counted our office for assistance.
Upon review, we have confirmed that on June 25, 2015, Expedia issued a full refund of $1050.21 to Mr. [redacted]’s original form of payment for his booking at the [redacted]. Regrettably, our attempts to obtain a refund for Mr. [redacted] from the [redacted] were unsuccessful.
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