Expedia Inc

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]

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

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

Complaint: [redacted]I am rejecting this response because:The emails from Expedia (attached) actually said 'There is not need to confirm your flight'.  In addition, it provides me will all sorts of info about passports, Visa and baggage charges, but nothing about an early cut off time to check in to the flight.   The airline had told me that the information about the check-in time should be on my ticket.  Since the ticket was issued by Expedia, they should have been responsible for putting the information on the ticket.  Since I do not frequently fly internationally, and never before out of such a small airport as Syracuse, it did not occur to me that checkin would be closed so far before the flight.  At  larger airports I might have needed an hour or more just to go through security and walk to the gate.  However, my flight held only a few passengers and getting to the gate took only a couple of minutes, so that much time is certainly not needed in this case. Sincerely,[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

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 Mrs. [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,
Hayden J[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: In my opinion the site is set up to unfairly charge customers. As there is no way to issue any refunds as we decided to go with a more reputable company.  However I will most definitely leave reviews that reflect our opinion on the matter and our treatment.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The issue with Expedia's response is that at no point, when making the reservation, was there any language presented to me that this fare cannot be changed.  All that was told to me is that this is a 'Special Fare'.  This has no meaning to me other than the fares were reduced.  They just said the fare was nonrefundable, names cannot be changed or tickets cannot be transferred.  If changes are made Expedia does not charge a fee, but the airline might.  Again, no mention that changes cannot be made.  That is my whole issue.  Where is the language?  None was presented to me other than what I wrote on this response. 
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

Complaint: [redacted]I am rejecting this response because: Expedia needs to hire qualified people who can understand what the customer is saying. I will repeat it again what I wrote in my original complaint: I had to change the flight because of Expedia's failure to resolve the issue promptly in Feb 2015, when I received the schedule change notifications and called Expedia multiple times and was assured that everything is OK. Had a corrective action been taken, none of these would have happened.
Furthermore, I have been an Expedia customer for a long time and I wrote them about this issue initially but they NEVER responded. This is what a shady business does.  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 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

April 6, 2016 Revdex.com E.com - Alaska, Oregon & Western [redacted] 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

April 19, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time...

to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a refund. Upon receipt of the Revdex.com submission, we have verified that it appears this issue was previously resolved. On October 25, 2016, Expedia processed two refunds; one in the amount of $200.00 which reflects the $200.00 exchange fee (which had been charged to the customer) and the other in the amount of $216.00, which reflects the remaining balance of the exchanged ticket. Both were processed back to the customer’s original form of payment ( Visa ending XXXX -5212). The time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refunds. However, If the customer’s issue is still unresolved, he may kindly respond and Expedia will be able to assist further. In addition, Expedia apologizes for the dissatisfaction that the customer experienced with our service. Comments like his help us improve agent training and the quality of service we provide. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Corporate Customer Service

Complaint: [redacted]
I 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]

August 13, 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 February 15, 2015, Mrs. [redacted] booked an Expedia Vacation Package which included roundtrip flights from New Orleans, Louisiana to Cozumel, Mexico and a six-night resort stay from July 18, 2015, through July 24, 2015.
We understand from Mrs. [redacted]’s complaint that she arrived at the airport to learn that the flight she scheduled for 9:30 AM had departed at 8:00 AM. According to her complaint, she was not informed about the schedule change. Although she was provided with an airline credit for the missed flights the airline could not accommodate her until the following Monday which was two days away. As a result, Mrs. [redacted] accrued additional expenses of approximately $1,700.00, which she is seeking reimbursement for. Mrs. [redacted] eventually purchased tickets through another airline to reach her destination on the following day which also required a one-night hotel stay in New Orleans.
We have reviewed the circumstances regarding Mrs. [redacted]’s complaint. According to our records, an email was sent to inform her of the schedule change. As she missed the first night of her stay in Cozumel, we were able to process a refund of $227.52 on August 5, 2015, to the original form of payment. We are unable to offer a refund for the other expenses mentioned in the complaint based on the information that we have gathered. We apologize for the inconvenience this may have caused.
Please be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes. An involuntary airline schedule change can include a change in flight numbers, departure and arrival times or operating equipment. Our records show that Mrs. [redacted]’s flight reservation was affected by minor flight time changes impacting her outbound flight. As these changes were considered minor by airline standards, Expedia accepted these changes on her behalf. We regret that she did not receive the email that we sent her regarding the change.
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

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] [redacted] (Revdex.com case number # [redacted]) regarding a flight.  We understand [redacted] [redacted] is requesting a full refund.
Upon further research, we are unable to locate an Expedia account related to [redacted] [redacted] complaint. We respectfully request that [redacted] [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address [redacted] [redacted] concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Delia K[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]

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

November 15, 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]. Expedia, Inc. is responding to the consumer complaint Mr. [redacted] (Revdex.com ID number [redacted]) regarding a refund request. On November 15, 2016, Expedia processed a refund in the amount of $168.00 back to the customer’s original form of payment. The time it takes to post the refund to their account depends on how quickly the credit card company processes refunds, which is generally within 3-7 business days. We apologize for any inconvenience this delay may have caused. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service