Expedia Inc

Complaint: ***
I am rejecting this response because:They already have all of this information, however I will provide it yet again - ITINERARY #: ***Place: Hawthorn Suites by Wyndham Fort Worth/Medical Center, SUniversity Dr.The Email I used to make the reservation was: ***@mcgriff.com If you need anything more, please let me know
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: this is unacceptable. Expedia should reach out to the hotel manager to resolve.Sincerely,*** ***

September 14,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
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 *** *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms*** is requesting a refund On September 10, 2016, we received receipt of the Revdex.com complaint
Our records reflect on April 3, 2016, the customer self-booked a package reservation for *** * ***, *** * ***, *** * *** and *** * ***Travel was on JetBlue Airlines, departing May 30, 2016, from Cleveland, Ohio to Fort Lauderdale, Florida; returning on June 4, 2016, from Fort Lauderdale, Florida to Cleveland, OhioThe package includes a hotel stay at the Hilton Fort Lauderdale Beach Resort chedate May 30, 2016, check-out date June 4, The customer is stating due to a medical emergency they had to change the return flight; however the customer was not able to change the flightThe customer is stating they had to purchase new tickets for the return
Upon further researching this matter, we can confirm on June 4, 2016, the customer contacted Expedia needing to change the return flight due to medical emergencyExpedia contacted the airlines due to JetBlue does not allow changes on the ticketsJetBlue had advised they would offer a waiver due to the medical emergency; however while Expedia was speaking with the airline the customer call was dropped, Expedia could not contact the customer
On September 14, 2016, Expedia contacted JetBlue on the customer’s behalf, they advised the outbound flight was used and the return flight was notJetBlue did authorize a waiver to change the return flight; however the customer was marked as a no show for the flightThe return flight has no value
We apologize in regards to any hold times the customer experience while speaking with our Customer Support department, while attempting to change the return flight date
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 Each airline has its own specific set of policies and procedures as does each ticket purchased JetBlue Airlines was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card) and not Expedia
The customer did agree to the terms and conditions associated with the travel items they are purchasing; which did advise the customer that the airline tickets were nonrefundable
We hope the customer understand Expedia must adhere to the airline’s policyExpedia cannot honor the request for the refund
Since Expedia will not process the refundExpedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Tier Customer Service

March 16,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com
allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis 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 8, 2017, Mr*** booked two 42-hour Copenhagen Cards at $each for a total of $187.24, scheduled for use October 11, 2017, through October 13, We understand from Mr***’s complaint that he believed he was purchasing two 72-hour Copenhagen CardsMr*** states that he made a failed attempt to cancel the cards without successHe is requesting that we process a cancellation and refund
At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stayBecause we value Mr*** as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaintA refund in the full amount of his booking $was issued to her original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly his credit card company processes refunds
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Corporate Correspondence Team

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***-***

July 6,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a hotel reservation. We understand the customer is requesting that Expedia cancel and refund the itineraryOn July 6, we attempted to contact *** *** to acknowledge receipt of their Revdex.com complaint
Our records indicate on May 28, the customer accessed Expedia.com to book a non-refundable reservation at the *** *** *** in Moscow, Russia checking in on August 5, and checking out on August 6, 2015. We understand that due to health issues the customer will not be able to travel and is requesting we cancel the booking and refund the charges.
As this is a non-refundable reservation, which the customer agreed to at the time of booking, we could only process a cancellation with a refund if the hotel would agree to waive their penalty and allow the refund. With the time difference, we were unable to reach the reservations department by phone. On July 6, we have emailed the reservation department with the customer’s information and have asked their permission to cancel the itinerary. Once we have heard from the hotel as to their decision, we will update the Revdex.com and the customer. If the hotel agrees, Expedia will be happy to make the refund to the customer
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***
Tier Customer Service

May 25,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis 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 that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Mr***’s complaint. At this time we are requesting Mr*** please provide an itinerary number for his booking and the email address associated with his Expedia accountThis 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Tier Customer Service

November 25, 2015Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***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 attentionExpedia 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 *** *** (Revdex.com case number ***) regarding Expedia Rewards Points We understand *** *** is asking for her rewards points to be transferred between accountsOn November 23, 2015, we contact Ms*** to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumer.Our records indicate on November 10, a new Expedia Rewards account was created by *** *** onlineWe can confirm Ms*** has contacted Expedia multiple times requesting to transfer points between two separate Expedia Rewards accounts she currently hasPer the terms and conditions of the Expedia Rewards program,•To earn Expedia Rewards points for a booking on Expedia, you must be an enrolled Member of Expedia Rewards prior to making a booking Account and be signed in to your Account prior to booking.•No Points will be earned for bookings made on Expedia.com when you are not signed in to your Account.•If you enroll in Expedia Rewards after booking but before travel is completed, Points will not accrue on that booking.Due to the terms and conditions agreed to upon registering for a Expedia Rewards account, we are unable to combine rewards points accumulated between multiple accounts. We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernAt Expedia, we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J***Tier Customer Service

Complaint: ***I am rejecting this response because:
I contacted several times "Gray Line" agents and I was told that all prices and policies come directly from Expedia and I need to contact their representatives to find out why there was an extra charge for transportation service
The question is, why this not too complicated situation wasn't addressed by Expedia staff until the complaint was filled out and Revdex.com stepped in?
I think this refund should not be considered as a "courtesy" but rather as a direct responsibility and obligation of company who maintains it's reputation and in whose policy is being honest to their clients.Sincerely,*** ***

April 19,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: O-***
Thank you for forwarding the Revdex.com consumer rebuttal from *** ***We regret to hear that Mr*** did not accept our responseOur records confirm that we contacted the hotel many times on Mr***’ behalfRegrettably, none of our refund requests were approvedMr*** was scheduled to stay from November 16, 2016, through November 21, On November 17, 2017, we sent him the following email;
Dear ***,
Thank you for contacting Expedia regarding your refund request to your hotel reservation with the itinerary number ***
We just wanted to inform you that we have coordinated to *** *** *** *** *** - All Inclusive to request for a refundHowever; as we spoke to one of their Front Desk representative; we were able to confirm that you are still at the hotel and they do not have any information on their end that you would like to do an early check outIn this case, no refund will be process on our end and if you wish to proceed for early check out, the refund is not guaranteed since it is subjective to the hotel's approvalWe will leave the reservation as it is
We do apologize for the inconvenience this may have caused you
Thank you for choosing Expedia,
As Mr***’ travel agent we are able to advocate on his behalf on issues such as this one, however, we must abide by and enforce the terms and conditions set forth by the companies with which we do business
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Corporate Correspondence Team

June 13, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe 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 *** *** (Revdex.com case number *** regarding their reservation
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service

Complaint: ***
I am rejecting this response because: Expedia advertised a price for a room with breakfast included and now claims that they are not required to honor the price they advertised on their website. I did not realize that the fees included a charge of euros per day per person for breakfast until after I had booked, but that does not change the fact that I was not charged the price advertised on the Expedia website as shown on the attachment
Sincerely,
*** ***

August 17, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe 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 *** * ** *** (Revdex.com case number ***) regarding his reservationAs of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

September 20,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding 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 * * (Revdex.com case number ***) regarding a reservation booked on Expedia.com
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case
Sincerely,
Tier Customer Service
%

July 10,
Revdex.com
Alaska, Oregon & Western Washington
Complaint
Department
RE: Expedia Case O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia 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 for Ms*** *** (Revdex.com case number ***) regarding a flight reservation
Our records indicate that on May 19, 2015, the customer self-booked a flight reservation using Expedia’s website, itinerary ***The booking was for two one-way ticketsTravel was with *** *** from Washington, DC to Montreal, Canada, departing on June 19, 2015, and returning on June 20, We understand the second leg of Ms*** return flight was cancelled and she had to find alternative transportation from New York, NY to Washington, DC
From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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*** *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies
We have verified that this issue was resolved directly by the airline on June 26, 2015, providing Ms*** with a partial refundWe regret Ms*** experience was not as we would have hoped, and any subsequent inconvenience caused
We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Lidiya N***
Tier Customer Service

August 6,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding 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 *** *** (Revdex.com case number ***) regarding her reservation
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case
Sincerely,
Tier Customer Service

August 2,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a cancelled cruise. We understand the customer is requesting written proof of cancellation from ExpediaOn August 2, we contacted the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate on April 19, *** *** contacted an Expedia.com cruise agent for assistance in booking a cruise for two passengers, sailing with *** *** Lines, departing from Jacksonville, Florida on November 2, cruising to the Bahamas and returning November 7, 2015. On April 21, the cruise was cancelled, per the customer’s instructions. The customer was given the information that *** *** Lines would impose a penalty of $per passenger and the contact information was provided for *** *** ***, through which the customer had purchased a travel insurance policy
The customer’s complaint is asking for written proof of cancellation for their cruise. On August 2, Expedia has, by separate email, forwarded the customer a copy of their Itinerary Invoice, showing all current cruise details, including the following excerpt, which appears at the top of the invoice:
Expedia.comUnited States***
*** *** *** *** *Salvang CA 93463United States
Consultant: Your Expedia Cruise Expert Tel: ***, Fax:
Cruise Line Booking Number :***
Cancellation (Apr 21, 2015) ***
Printed (Aug 02, 2015)
USD
Invoice Amount
Payments to Date
(510.00)
Cruise Line Cancel Penalty
Balance Due
(300.00)
Final Payment(s) ScheduleDue - Sep 03,
Contact Tel
*** ***
Refunds will be processed to the form of payment used, and will appear on your statement as a credit directly from the Cruise LineRefunds are processed in 2-billing cycles
The invoice provides the booking ID, customer’s name and address, and the cancellation date of the itinerary. It also shows the Cruise Line penalty, payments to the cruise lines and insurance company. The credit balance of $which will be refunded to the customer by *** *** Lines is noted. The customer may also access Carnival.com and enter her cruise booking number, and personal information, to access Carnival’s cruise/cancellation records which they should have access to print.
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***
Tier Customer Service

June 18, 2015Revdex.comAlaska, Oregon &Western Washington Complaint DepartmentRe:Expedia Case #: O-***Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from ourcustomerWe appreciate the Revdex.com allowing us to address the comments
andconcerns which have been brought to our attentionExpedia, Incisdisheartened the customer felt their concerns were not resolved adequately byour company prior to seeking further actions from you.Our records reflect that on March 8, 2015, Mr*** booked roundtrip flights fromPittsburgh, Pennsylvania to Phoenix, Arizona departing April 19, 2015, andreturning on April 24, We understand from his complaint that Mr*** canceled his flights and was leftwith an airline credit with ** ***Mr*** stated that he attempted toapply his credit towards new flights, but was unable to do so online, and couldnot find a way to contact our customer service team for assistanceAfter review, our records confirm that on May 21, 2015, we assisted Mr*** inapplying his airline credit towards roundtrip flights from Pittsburgh,Pennsylvania to Phoenix, Arizona departing June 24, 2015, and returning on June30, This information can be confirmed on usairways.com by using theTravel Tools drop down menu and accessing the Manage your trip optionOnce theconfirmation number (***) is entered, the new itinerary will appear.We thank you for allowing us the opportunity to address the issues that werebrought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact usSincerely,*** ***Tier Customer Service

Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for your responseWe have reviewed the documentation/new information provided to further address *** *** concerns
As previously advised, on November 14, 2016, *** Airways have confirmed they processed the refund back the customer’s original form of payment
Since the airline has confirmed the refund was issued, Expedia cannot process the refund*** Airways was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia
The customer can submit a credit card dispute with their credit card company or bankThe customer can provide the credit card company or bank the Revdex.com case complaint letter
We thank you for allowing us to address this matter further
Sincerely,
Delia K***
Tier Customer Service