Expedia Inc

June 16, 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 package refund request. Our records show on May 27th, 2016, Mr. [redacted] self-booked an Expedia.com flight reservation via booking number [redacted], with travel date commencing on July 28th, 2016. The total amount of the booking was $764.84USD. We understand from Mr. [redacted]’s complaint, he wished to add a car rental to his flight reservation and saw a price of $370.00USD for a car rental. Mr. [redacted] called Expedia customer support and mentioned that he saw this price on our site but was unable to book. The Expedia agent advised he may be able to book a car rental reservation on a separate itinerary but at a different price. Our records indicate a car rental reservation was never booked. Unless a reservation is booked we are unable to honor a price change since it has not been purchased and prices are subject to change due to live inventory. Mr. [redacted] is requesting Expedia to honor a price of $370.00USD which he claims was previously quoted for a car rental. We have further researched Mr. [redacted]’s complaint, and after giving the matter our full consideration we are unable to honor Mr. [redacted]’s request. Expedia is unable to issue a refund any amount for a reservation which was not allowed to complete. 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: 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]

Complaint: [redacted]
I was never told prior to cancelling the hotel that there was a chance that the price could fluctuate within minutes. I was told that the price would be $1600 once we cancelled the previous reservation. Had I known the price could go up within minutes I would not have canceled the reservation I already had. I was completely mislead. Also I didn't call in on 10/22 to get the lower price honored.I called to see if there was a way to get the lower price on the hotel without penalty. I was told that I would receive the hotel at the price of $1600 which is the only reason I gave the rep permission to cancel my hotel reservation. Expedia is at fault in this situation and absolutely refuses to take ownership and do the right thing for their customers. I have never seen such an example of terrible customer service in my life. Something has to be done about this. 
I am rejecting this response because: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 5, 2017
 
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. We contacted Mr. [redacted] by phone per his request. We offered our apologies for the level of customer service that he experienced when contacting our office. It is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr. [redacted] was put in that position. After a brief discussion with Mr. [redacted], we hope that going forward; his experiences with Expedia will be positive ones.
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

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]

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]

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] Thank you to the Revdex.com....after 4 months of frustration with Expedia, the refund has been credited to my account.....I am convinced this would not have happened without the Revdex.com intervention.....again, thank you

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

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

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 the onboard credit promotion not honored. 
 
Our records show on June 4 and June 8, 2016, Mr. [redacted] self-booked two Expedia.com cruise reservations. One with Holland America via booking number [redacted] departing on June 29, 2016 and the other with Celebrity Cruises via booking [redacted], departing on July 13, 2016. We understand from Mr. [redacted]’s complaint, when the cruise reservations were booked, he qualified for an Expedia onboard credit promotion that would provide him with an onboard credit but was never given. Mr. [redacted] also stated after trying to resolve this matter with several customer service agents, no acceptable resolution was provided. The customer is requesting for the onboard credit promotion to be honored as advertised.
 
Upon researching the customer’s complaint, we can confirm on July 14, 2016 when Mr. [redacted] brought this matter to our attention, a customer service supervisor advised her based on the promotion’s terms and conditions, a redemption form had to be submitted 21 days prior to the departure date. We can also confirm no redemption form was received within the necessary timeframe given.
 
Further research shows, via the actual booking path taken by Mr. [redacted], a link for the “Up to $750 Credit” promotion was provided so the terms and conditions could be reviewed by the customer, on the initial cruise details page as well as on the checkout page. Also, a link showing in blue letters to access the redemption form needed was provided to the customer via the invoice email sent after the booking was completed.
 
Expedia.com makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasing. We provide selection details on several pages for the customer to review. Based on the information provided above, we are unable to honor Mr. [redacted]’s request for compensation.
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

Complaint: [redacted]I am rejecting this response because: Expedia replied in the email that they only found out about the change when they spoke to the vendor on phone. Attaching a screenshot of the email I received from expedia two months after the booking stating that the car can't accommodate 8 people. After that I called and requested about 4-5 times to call the vendor and confirm and fix, but they kept me on hold or hung up with me and refused to do anything until I contacted Revdex.com. 
I have no reason to trust expedia. I am not asking expedia to pay ahead of time. I am asking them to give me a car rental (manual is fine) for 600$. Why did expedia list the car rental as automatic with 9 people on their website.Sincerely,[redacted]

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 30, 2017
 
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 [redacted]. We regret to hear [redacted] did not accept our response.
We understand that Mr. [redacted] has submitted a rebuttal to his initial complaint which states that Expedia has not followed through on our resolution. We revisited the booking and confirmed that on June 8, 2017, we processed a refund of 3,125.85 THB to the original form of payment. If the refund has not been received to Mr. [redacted]s account. Please instruct him to contact his bank or credit card company to ensure that they are able to confirm that the funds were released to them If not please instruct Mr. [redacted] to call our office and reference case number above. At that time we can investigate further.
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

September 01, 2016 Revdex.com Expedia.com – Dallas and Northeast Texas Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding issues encountered with her package reservation. Our records show on February 28, 2016, Mr. [redacted] self-booked an Expedia.com package reservation via booking number [redacted], with a trip start date of August 5, 2016. We understand from Mr. [redacted]’s complaint, the initial issues were with an infant ticket which [redacted] Airline claimed could not sell on their system, unless an adult ticket was purchased along with this infant ticket. Mr. [redacted] was not able to purchase this ticket initially as the infant was not yet born. Additionally the customer comments on issues with missing baggage for the lengh of the trip, and issues with some of the employees at the hotel. Mr. [redacted] is requesting a refund of the infant ticket for an unknown amount, reimbursement for items including clothing, and any reimbursement we can provide for the experience. As you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotels. We are unable to control unforeseen events such as airline schedule changes, delays or equipment malfunctions that may occur at the time of travel and suggest you contact the airline 48 hours before travel as these changes are fairly common. Furthermore issues with baggage or issues encountered with hotel employees should be reported to the vendor. Upon researching the customer’s complaint, we can confirm airlines will normally be able to add infants to reservations if booked before an infant is born. This is what Expedia originally advised Ms. [redacted]. Unfortunately the airline for some reason had many issues in adding an infant. For these troubles, we would like to refund the ticket cost of the infant and a possible difference in fare if a new adult ticket was purchased. I have already emailed Ms. [redacted] and would appreciate a reply with an attached document proving the cost. 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

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.

July 1, 2015 Revdex.comE.com – Alaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O-[redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint #[redacted].) We regret to hear Mr. [redacted] did not accept our response and/or resolution offered. Expedia’s goal is to provide an exceptional customer experience. The customer stated he already contacted his credit card company regarding this issue and no payment will be honored for a reservation that he will not use.  After further review of Mr. [redacted] complaint, we can confirm Mr. [redacted] agreed to an airline’s re-accommodation on May 24, 2015. The option to cancel the reservation still available with valid cancellation policy agreed upon at the time of booking.  Expedia.com acts only as an independent reservations agent for hotels, airlines, car rentals, and cruises and must abide by the terms and conditions of that particular vendor.     Based on the information provided above, Expedia continues to stand by our original reply. We maintain that Mr. [redacted] was provided with the full terms and conditions and cancelation policy upon self-booking the package reservation. Again, thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Angel A[redacted]Tier 3 Customer Service

October 25, 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 package refund request. On July 12, 2017, [redacted] booked a package reservation over the phone with an agent, which included a flight for two passengers and a hotel room reservation. The total amount paid for the airline tickets was $721.00. The amount paid for the hotel for seven nights was $768.32 ($109.76 per night). Thus the total payment for the hotel and flight package is $1489.32USD. The trip dates was made for October 10th to October 17th, 2017. [redacted] contacted Expedia by phone on October 10, upon arriving at the hotel. [redacted] mentioned she believed she had booked an all-inclusive package, and also believed the room booked would include a private Jacuzzi. The Expedia agent immediately asked if [redacted] had checked her emailed itinerary which did not mention either all-inclusive nor Jacuzzi included in room. [redacted] confirmed she had received the emailed Expedia itinerary but was unaware she only requested a standard room to be booked. [redacted] never called to discuss the issue she had with her second itinerary which only included a car rental reservation. However during the call [redacted] made on October 10th, 2017, we were made aware she did not have a form of payment that would be able to hold a deposit for the amount the car rental location required. [redacted] is requesting a full refund of the amount $1489.32USD. Upon researching the customer’s complaint, we can confirm that [redacted] booked a room only. The emailed itinerary also does not mention the room included a Jacuzzi. The reason the hotel was asking for a $300 a night charge was for an upgrade to a room with a Jacuzzi ($2100 for seven nights) plus a deposit for an additional $300.00USD. This charge and the deposit did not include a charge the hotel would make for all-inclusive package for each of the two guests. The hotel also did not approve a refund for the reservation of any amount. [redacted] was advised she could pay for an upgrade upfront and if we determined this to be an error made by Expedia we would refund. Since this is not the case, we cannot refund any amount for the hotel, car rental, or for the flights. Due to the calls that we were able to capture we can confirm the calls were not being disconnected by Expedia. On several calls our agents kept calling out for [redacted]. It is possible [redacted] hung up or had a bad connection as she was calling from another country. As you may know Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel or provide credit for the lost value of the room. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience [redacted] has encountered in resolving this matter. Based on the information provided above, Expedia considers this matter closed. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A[redacted] Tier 3 Customer Service

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