Expedia Inc

July 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 Mrs. [redacted]. We regret to hear that she did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Mrs. [redacted] (Revdex.com ID number [redacted]) regarding an activity reservation. As the itinerary had the correct maps and location attached and as Expedia paid the vendor for the reservation, Expedia is unable to process a refund. In addition, at the time of booking on the Expedia website, the customer agreed to our Terms of Use, which expressly provide as follows: • The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. However, Expedia has provided the customer’s account with a $100 Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter. All terms and conditions apply. 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

February 23, 2017
 
 
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: O-[redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us 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 hotel reservation.  We understand [redacted] is requesting a refund. On February 16, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on February 1, 2017, the customer self-booked a hotel reservation at the Hotel Derby Barcelona with two room’s check-in date February 26, 2017, check-out March 3, 2017, via itinerary number [redacted]. The customer is stating that the site advised they could cancel the reservation within a specific time and would receive a full refund; however the customer was not refunded.
 
Upon further researching this matter, we can confirm on February 2, 2017, the customer contacted Expedia to cancel both rooms for the hotel reservation. Expedia advised that the reservation was nonrefundable, however would only receive a partial refund. The customer advised that the site advised of a different cancellation policy.
 
Expedia contacted the hotel; they would only authorize the refund for the last night of March 2, 2017, as that was refundable.
 
Expedia was able to review the customer’s booking session that was made on February 1, 2017. During the booking and checkout path on our website, it was disclosed that the dates for February 26, 2017, February 27, 2017, February 28, 2017 and March 1, 2017 were nonrefundable. For cancellation or changes made after 11:59am local hotel time on February 25, 2017, the hotel would impose a 1 night room and tax fee.
 
The customer did contact Expedia on February 2, 2017, to cancel the reservation; however due to the dates that the customer booked were nonrefundable except for the last night. Any cancellations or changes made before February 25, 2017, the customer would receive a refund for the date(s) that were refundable only.
 
Since the customer contacted Expedia on February 2, 2017, to cancel both rooms Expedia will process the refund for the last night of March 2, 2017, in the amount of $151.47 for each room.
 
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. Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation. This gives Expedia the opportunity to provide an appropriate resolution.
 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

September 2, 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] (Revdex.com case number [redacted]) 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 reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
 
Tier 3 Customer Service

July 19, 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 [redacted]. We regret to hear [redacted] did not accept our response.
We apologize if Ms. [redacted] received anything less than satisfactory customer service. Please note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them. If Expedia was to make a change to the itinerary per customer request, we would have to follow the terms of the airline. Only they have the ability to discount their fees.
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

Complaint: [redacted]
I am rejecting this response because: Expedia NEVER responded back to me.  Yes, I spent about an hour of my time waiting on the phone while an Expedia Rep attempted to contact [redacted].  Expedia rep stated someone would contact me but no one ever did.  I did not receive an email on March 18, 2017 from Expedia.  In fact this date is BEFORE the incident even happened.  I checked my charge card via the internet and see that [redacted] did give me a refund.  HOWEVER,  neither EXPEDIA OR [redacted] advised me they were doing that. Therefore, you can close this account but what Expedia states is incorrect.
Sincerely,
[redacted]

September 14, 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] (Revdex.com case number [redacted]) 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 reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
 
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: I have attached what was explained on expedia website. I was allowed TWO baggages leaving my HOME (Canada) to go on vacation to a foreign country. Since I was with in my appropriate allowance It was unnecessary for me to call the airline to get if there were any extra fees. It makes perfect sense that I would be returning with the same baggages allowance. However if I were leaving with ONE baggage and returing with TWO I would have contacted the airline. I believe that Expedia should have specified that allowance of each flight if such changes occur or at least warn their consumer. This was misleading and very stressful experience. 
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]

Complaint: [redacted]
I am rejecting this response because: they are still refusing to look into the phone conversation with the representative that said I would have a credit to be used on a future flight. I just want what I wss promised. It is not right that each time I call I get told something different. 1st person said full credit. 2nd person offered 100$ credit. 3rd said nothing. I was promised someone would look into this call and if the representative said I would get a credit they would have to honor what they said. Now they won't even look into it?
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]

Complaint: [redacted]I am rejecting this response because: 
I made multiple attempts to obtain assistance from Expedia and on each occasion was informed there was no issue and I had a confirmed reservation which was obviously incorrect since the resort wasn't open for the dates Expedia had booked. They falsely advertised a resort and then failed to communicate with me or assist in any way.
 
Customers who booked with other agencies were immediately notified and changed to a different resort, then given compensation. It is a shame Expedia believes they are of such a low standard that they don't need to do anything in this matter.
 
I want this to be public record of how poorly they treat customers so others may know what I do now - and without the loss of money, time and headache.
 
I had pre-booked transport and an excursion, both of which were non refundable so I lost money, although they did work with me to credit some of the loss.
Sincerely,[redacted]

June 16, 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 Mrs. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. Our records indicate that on January 12, 2017, the customer self-booked a flight reservation, through the Expedia.com website. Travel was with Delta Airlines. We understand from the complaint the customer is requesting compensation. As Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choice. Each airline has its own specific set of policies and procedures as does each ticket purchased. The customer contacted Expedia on June 14, 2017, stating that she attempted to cancel the outbound flights of her reservation and the whole reservation was cancelled in error. Per all airlines terms and agreements, and due to security reasons, when a traveler is unable to utilize the initial outbound portion of their flight, the airline will subsequently cancel all remaining legs of the flight. However as a courtesy, on June 15, 2017, Expedia processed a refund in the amount of $435.00 back to the customer’s original form of payment. Expedia is unable to issue compensation for new flights. We thank you for allowing us the opportunity to address the issues which have been brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Corporate Customer Service

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]

July 10, 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 Better Business...

Bureau 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 for Mr. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on March 20, 2015, Mr. [redacted] self-booked a flight reservation for three travelers using Expedia’s website, itinerary [redacted]. Travel is with [redacted] from San Francisco, CA to Dhaka, Bangladesh, departing on June 12, 2015, and returning on July 24, 2015. We understand Mr. [redacted] is requesting that his return tickets are exchanged, and in addition, he states that Expedia did not make the airline imposed rules and restrictions associated with his reservation clear at the time of booking.
By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details are correct. They also agree that they have read and accept the applicable Rules and Restrictions, the Terms of Use and the Privacy Policy.
We have verified that at the time of booking Mr. [redacted] agreed to the following airline imposed rules and restrictions:
CHANGES: ANY TIME:
CHARGE USD 135.00 FOR REISSUE/REVALIDATION.
AFTER DEPARTURE-
THE ITINERARY MUST BE RE-PRICED USING HISTORICAL FARES IN EFFECT ON THE ORIGINAL TICKETING DATE. THE NEW ITINERARY MUST MEET ALL THE RULE PROVISIONS OF THE NEWLY TICKETED FARES SUCH THAT THE RECALCULATED FARE COULD HAVE BEEN USED FOR THE NEW ITINERARY IF PURCHASED ON THE ORIGINAL TICKET ISSUE DATE NEW FARE MAY BE EQUAL OR HIGHER. WHEN THE NEW ITINERARY RESULTS IN A HIGHER FARE THE DIFFERENCE WILL BE COLLECTED AND THE CHANGE FEE WILL BE APPLIED
CANCELLATIONS:
TICKET IS NON-REFUNDABLE IN CASE OF CANCEL
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. [redacted] is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card).
While we regret Mr. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, we hope he understands Expedia must adhere to the policies dictated by the airlines.
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,
 
Lidiya N[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: this information is not true. Expedia did not advise us that the reservation was non refundable. I did not authorize expedia nor it's rental listing to use my credit card through their paypal. Also I did NOT check in at that property at all, there was no property to check in at!! Expedia.com is trying to cover up for their scam listings instead of taking responsability. I did not request any vouchers from expedia and I don't want the $200 voucher you offered me--I mentiones that to several supervisors at expedia.   
Sincerely,
[redacted]

September 15, 2015
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
RE: Expedia Case O-[redacted]
 
Dear Revdex.com,
 
Thank you again for forwarding the Revdex.com Consumer Rebuttal from Mr. [redacted] . We regret to hear 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 the closing of his account.
 
Our records reflect itinerary [redacted] has been refunded but has not been cancelled. As the dates of service for the hotel stay are from September 18, 2015, to September 19, 2015, Expedia will disable the account in question on September 20, 2015, which is when the system will allow the cancellation.
In addition, Expedia apologizes for any miscommunications that may have occurred regarding the Best Price Guarantee request. Expedia strives to provide the highest level of customer service, and we regret we were unable to resolve the issue immediately, and the service the customer received was less than satisfactory. We have provided Mr. [redacted] comments to our management team in an effort to improve overall customer experience, processes, and additional agent training with respect to proper call management and system procedures.
 
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

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]

May 22, 2015 Revdex.com E.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 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 vacation package. We understand she is requesting a refund for a car rental reservation due to an Airline cancellation. Our records indicate, on April 05, 2015, Mrs. [redacted] called our customer service representative and booked a package reservation for one passenger, departing from Tucson, Arizona, on 08 May 2015, and returning from San Diego, California, on 12 May 2015, with a hotel stay at the [redacted] San Diego, fir a total of $958.04, via itinerary [redacted]. On May 09, 2015, Mrs. [redacted] called our customer support representative to advise the airline cancelled the first segment of her reservation and she had to rent a car for $150.00, to be able to use the second segment. Our representative advised that the airline did not communicate any schedule changes therefore we are unable to process a refund. Upon further research, we called [redacted] on customer’s behalf to investigate the issue and request a refund; [redacted] representative confirmed that the first segment has been cancelled and customer has been notified as she checked-in online. The airline confirmed that customer has been offered alternate flights however Mrs. [redacted] did not accept the options offered, they further confirmed that customer has been in contact with a [redacted] agent at 10:45 am the same day. When making a purchase on Expedia.com, or any travel website, the user agrees to the specific rules and restrictions supplied to the purchaser at the time of the reservation. As a travel agency, Expedia is subject to the rules and restrictions of the vendors whose services we sell. Mrs. [redacted] agreed to the terms and conditions and all the details of the package which includes that it is customers responsibility to confirm the fight details 72 hours before departure and Flight details (e.g., aircraft, times), are subject to change. As Mrs. [redacted] did not accept the alternate flights offered by [redacted] and there is no error on Expedia, we are unable to process a refund for the car rental reservation. Our goal is to provide not only excellent customer service, but an excellent customer experience. As a one-time courtesy, we added a $100.00 coupon on customers account. Once signed in on Expedia.com, Mrs. [redacted] can access the coupon terms and conditions under the “My Account” tab, then the “View My Coupons” link. 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

October 8, 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] (Revdex.com case number [redacted]) 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 reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
Tier 3 Customer Service
 %

Revdex.com:Expedia has refunded me for the reservation. Thank you for your assistance in this matter. Sincerely, [redacted]