Expedia Inc

July 6, 2015Revdex.comAlaska, 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 case number [redacted]).  We regret to hear Mr. [redacted] did not accept the response and/or resolution offered. We are able to confirm the return flights for [redacted]. and [redacted] were processed for a refund by [redacted].  As such, a refund in the amount of $554.24 has been issued to the original form of payment used to purchase the flights.  The time that it takes for the refund to process depends on how quickly the credit card company processes these requests.  The average refund timing is seven to ten business days; if a refund is not found after this timeframe has expired we would recommend contacting the financial institution for additional assistance. 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, please feel free to contact us. Sincerely,Millicent F[redacted]Tier 3 Customer Service

July 23, 2015 Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case #:  O-[redacted] Dear Revdex.com, Thank you for taking the time to contactExpedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us to addressthe comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from you. Expedia, Inc. is responding to the consumercomplaint from [redacted], (Revdex.com Complaint ID #[redacted]) regarding a recentDiscover Card promotion.  We understandthe customer is requesting their cancelled reservation be reinstated.  Our records indicate on February 10, 2015,the customer self-booked three hotel reservations:Itinerary# [redacted], for one adultstaying at [redacted], Brussles Belgium for 3 nights arriving on March 6, 2015. andchecking out March 9, 2015.   We can confirm the customer redeemed aDiscover $[redacted].00 Hotel Coupon towards the cost of the reservation and paid theremaining balance of $ 71.63 USD using an American Express credit card.  Itinerary# [redacted] for one adult stayingat [redacted] Strasbourg, France for four nights arriving February 24,2015 and checking out February 28, 2015. We can confirm the customer redeemed a Discover $150.00 Hotel Coupontoward the cost of the reservation and paid the remaining $99.24 with anAmerican Express Credit Card. Itinerary # [redacted] for three adults andone child at the [redacted] Kinabula, Malaysia arriving June 18,2015 and checking out June 22, 2015.  Wecan confirm the customer redeemed a Discover $150.00 Hotel Coupon towards thecost of the reservation and paid the remaining balance of $ 74.92 USD using anAmerican Express credit card.  TheDiscover Card Promotion, coupon codes, associated terms and conditions wereoriginally published to a Discover Card member’s only site. These coupon codeswere improperly leaked to third party sites without Expedia’s consent and thefull terms and conditions of the Promotion and Coupon Codes were not publishedby those sites. The additional information the customer appears to bereferencing was made available by Expedia only to Discover cardholders who wereusing the coupons according to the full terms and conditions of the promotionpublished to the Discover Card member’s only website. Uponfurther research, we identified that [redacted] was not a valid recipient of theDiscover Card Promotion.  The purchaseswere cancelled on February 13, 2015, because it was made in violation of one ormore of the restrictions in the Terms and Conditions of this Discover CardPromotion, including but not limited to the condition that a Discover Cardwould be used for the purchase.  As aresult, we are unable to honor the customer’s request to have their bookingreinstated.  We have, however, providedthe customer with a full refund of the $ 71.63, $99.24, $ 74.92 USD paid forthe three bookings.  Inlight of [redacted] Revdex.com complaint, we further researched his situation and didfind that after the initial cancellations and refunds, he contacted Expedia andan had an agent re-book the reservations under the same itinerary numbers, onceagain applying the Discover Card Promotions due to confusion about the use ofthe Discover coupons.  As the originalitinerary numbers were reused, the second charges did not get properlyrefunded.  Today, July 23, 2015, Expediahas processed three additional refunds to the customer’s American Express Cardused for the re-activated purchases as follows: Itinerary#[redacted] refund of $ 71.47 processed on 7/23/15 Itinerary#[redacted] refund of $ 94.62 processed on 7/23/15 Itinerary# [redacted] refund of $ 74.02 processed on 7/23/15 Theamount of time it takes for these credits to be available in the customer’saccount depend upon how quickly his credit card company processes refunds.  Expedia regrets the inconvenience thissituation has caused our valuable customers. We thank you for allowing us the opportunityto address the issues that were brought to our attention.  If you have any further questions or concernsregarding this matter, please feel free to contact us.   Sincerely,  Roseanne G[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
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

July 25, 2016 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 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

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 DepartmentRe: Expedia Case #: *-[redacted]Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Ms. [redacted] is requesting a refund or flight credit. On April 18, 2016, we received receipt of the Revdex.com complaint.Our records reflect March 30, 2016; the customer self-booked a combinable one-way flight reservation for [redacted], and [redacted], using Expedia.com.  Travel is on Delta Airlines, departing June 12, 2016, from Charleston, West Virginia to Orlando, Florida; returning on June 18, 2016, from Orlando, Florida to Charleston, West Virginia with United Airlines.  The customer is stating they need to change a name on one of the airline tickets; however, they were advised they would only have a flight credit under the original name it was booked under. 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.Upon further researching this matter, we can confirm on April 1, 2016, the customer contacted Expedia, advising needing to change a name on one of the airline tickets.  Our agent advised, per the airline policy with Delta Airlines and United Airlines, complete name changes are not allowed.  Our agent advised the customer, Expedia could cancel the ticket.  The ticket would have a flight credit; however, the flight credit would have to be under the same name it was booked under.  The customer declined, advising one of the travelers was no longer going.  Our agent advised, Expedia could not change the name or change the credit to a different name.  No further action was taken..In reviewing Ms. [redacted]’s account, we can confirm travel is active for June 12, 2016.  Delta Airlines and United Airlines will not authorize a name change on the ticket.  If the customer needs to cancel, they will need to contact Expedia.  Based on the airline policies, the tickets are nonrefundable. The canceled ticket for Delta Airlines and United Airlines will have a flight credit, however, only under the original name it was booked under.  The customer is responsible for the change fee of $200.00 per person and per ticket.  Each airline has its own specific set of policies and procedures as does each ticket purchased.  Delta Airlines and United Airlines are the operating carriers and merchant of record (the entity that received your funds and the company charging the customer’s credit card).  We hope the customer understands Expedia cannot honor the request for the refund or changing names on flight credits. 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,Delia K[redacted]Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
Dear Revdex.com,
Once again, thank you very much for following up email. I also regret to hear that Expedia doesn’t want to see their errors on this booking and not accepting to increase their offer? .
Unfortunately I cannot provide any receipt for that hidden cleaning fee that I paid on my arrival. I paid that amount in cash andI have been told by hotel management that if I paid by credit card there will be surcharge. I did not asked any receipt, neither hotel management have they provided. However in my check-in survey I have pointed that hidden fee which Expedia ignored the fact.
There are couple of question on my last response needs some answer however all Expedia did was attaching the terms and condition. As an individual customer, we all know that “Terms and Conditions” will never -ever- be in our side. That is very simple way for Expedia to think that there is no error on their side. Also it is very upsetting for me to see that terms and conditions as their respond. Instead of Expedia attaching that terms and conditions on their response; I would love to see the “Terms and Conditions/Contract” between Expedia and the Hotel managements (if there is any). At least couple of things that Expedia must have agreed with the hotel management before accepting that product to their website for their customer. For instance: before I (Expedia) represent your hotel in my website: your hotel/apartment HAVE TO match the descriptions that you provided, be advertised in a manner that is not false or misleading ETC. If the advertised is not match with the representation then accommodation service provider’s will be responsible for … –can be fiiled up something by Expedia-
I am wondering if Expedia investigates any of this suppliers once they got any complaint from their customer. I believe that investigate should not be big at the beginning. Customer Reviews, surveys etc. If Expedia just googled it that Studio plus apartment and see the other people’s review from all other booking website. Seems like this is too much to ask. What I am understanding is Expedia focus is definitely not customer satisfaction. In addition representing themselves as a third party to their customers in the event of failure that makes supplier life so easy. The hotel management can even advertise a barn as a 4-5 star accommodation and Expedia wouldn’t know if the advertise is right or not.
I am receiving 50% off discount deals from Expedia every day however they are not happy to give me travel voucher for the amount that I asked for (after my bad experience with their product). No one wants their hard-earned holidays ruined by hotel booking dramas. Unfortunately I have had that bad experience and expecting to Expedia to step up and make their customer a bit happier.
Sincerely,[redacted]

Complaint: [redacted]What additional information is needed in order to resolve this matter?Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:This comment on Expedia's response is a lie and the fact they say they need a court order subpoena to show me this information just proves my point.  They are trying to make it difficult to get a resolution and not admit fault. "Expedia was able to review the customer’s booking session that was made on April 20, 2017. During the booking and checkout path on our website, it was disclosed that the flight was nonrefundable, non-changeable. If the customer would like a copy of the booking session, the customer will need to submit a court order subpoena." During the checkout path on Expedia's website, it never said the tickets were non-changeable, as I previously said, the checkout path said this "Tickets are nonrefundable, nontransferable and name changes are not allowed."It did not say changes are not allowed, it said name changes are not allowed.  I'm not looking for a refund at this point, but Expedia has to improve their business practices.  They need to be more upfront with the policies the airlines they represent and not mislead their customers.  My recommendation, setup a pop up screen on their website that states once you purchase these airline tickets, no changes can be made and no refunds.  Otherwise, they are misleading customers just to pad their pockets.This is my last response since I see no point in arguing anymore.  Just please stop misleading your customers.
Sincerely,
[redacted]

November 2, 2015
Revdex.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,
[redacted]

January 25, 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 shuttle reservation.  We understand Ms. [redacted] is requesting a refund. On January 17, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on December 5, 2016, the customer self-booked a package reservation for [redacted] and [redacted]. Travel was on Delta Airlines, departing December 30, 2016, from New York to Punta Cana, Dominican Republic; and returning on January 5, 2017, from Punta Cana, Dominican Republic to New York. The package includes a hotel stay at the Majestic Mirage Punta Cana All Suites All Inclusive. The package includes a roundtrip shuttle in Punta Cana, Dominican Republic. The package includes the Vacation Waiver. The customer is stating that the shuttle did not arrive for the return portion of the reservation. The customer is stating they had to take a taxi to the airport.
 
Upon further researching this matter, we can confirm on January 10, 2017, the customer contacted Expedia advising that the shuttle did not arrive to take the customer back to the airport for the return flight. The customer advised they had to take a taxi to the airport and requested the refund for the shuttle reservation. Expedia contacted the vendor they advised that the shuttle did arrive at the hotel on January 5, 2017, however the customer did not show for the pick-up. The vendor would not authorize the refund.
 
Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors.  Each vendor has its own specific set of policies and procedures as does each booking purchased.
 
Expedia will process the refund as a one-time courtesy for the taxi service in the amount of $45.00 onto the customer’s original form of payment.
 
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

Complaint: [redacted]
I am rejecting this response because:1) Expedia didn't facilitate any communication between me and the airline. I was given a big run around by both companies without any follow up or definite answers from either.2) at time of cancellation or anytime prior to that, absolutely no one advised me to change the dates of travel at that point in order to save the value of the tickets. 3) after the tickets were cancelled in February, I called on March 3d and a representative of Expedia, who would have clearly seen that both reservations have been cancelled, proceeded to advise that I could rebook the new dates as long as I did that by Nov 20th and I'd receive a credit towards the new tickets based on the value of cancelled reservations.  I spent months afterwords under the impression that the value of the tickets as not lost and when I called to book the new dates, I was now told that there is no credit available. Nothing was ever explained to me. 4) the insurance coverage I purchased, covers mostly medical reasons. At time of purchasing tickets, I did not know that I would have an immigration issue come up later, so no matter what insurance coverage I would have purchased, my tickets would have been ineligible. I was asking Expedia to advocate for me to the airline explaining to them that this is a non-standard issue that insurance companies don't include into coverage as it, I'm sure, doesn't happen very often. However, since I was cancelling tickets more tyan 7 months in advance, I was asking for an exception based on the complexity if my situation and a legitimate reason. I included a letter from my attorney confirming my reason for cancellation. Expedia never did any of the advocating asked, and never explained to me what the best course of action would have been. I spend countless hours on the phone with expedia sipervisors and airline to no avail. There was absolutely no one that was willing to really help with my problem. I lost $2000 feeling absolutely robbed of any chance to recover that money.  
Sincerely,
[redacted]

March 24, 2016
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
We understand from Ms. [redacted]’ complaint that she is seeking compensation for an unsatisfactory experience with Expedia. According to Ms. [redacted], she contacted Expedia to inquire about booking an itinerary. She states that she spoke to an Expedia representative who agreed to assist her. Ms. [redacted] says that she informed our representative that the price she saw online for the itinerary was cheaper than what she was being quoted. Our representative then agreed to send her to a department to correct the price prior to booking. Ms. [redacted] states that the Expedia representative provided a confirmation number and advised that she would receive a confirmation email within 2-5 minutes, but hung up before confirming the lower price. Ms. [redacted] later learned that her itinerary had not been booked and is requesting compensation for the inconvenience.
We have reviewed Ms. [redacted]’ complaint and confirmed that on March 8, 2016, we received a call from her to discuss this matter. After Ms. [redacted] explained what had transpired, we explained that the charge for the booking was in a pending status. We assisted by contacting Ms. [redacted]’ bank to have the pending authorization removed.
We then offered to assist with booking her itinerary. Upon completing the process, an error message appeared regarding the credit card used. Ms. [redacted] provided a different card and got the same result at which time the customer was advised to contact her credit card company.
As a gesture of goodwill, we offered an Expedia Travel Coupon values at $100.00, which could be applied to the cost of a new booking. Our records confirm that on March 9, 2016, Ms. [redacted] booked an Expedia Vacation Package and applied the $100.00 travel coupon towards the cost of the booking. As such, we are unable to offer additional compensation. We attempted to contact Ms. [redacted] by phone per her request but, regrettably, we were unsuccessful.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: The person who responded obviously did not read everything I wrote and just wanted to use a standard reply 
1. I was told by frontier that expedia married two flights that should not have been put together. Therefore it was not Frontiers fault since they don't even sell the flight that expedia gave me. Expedia put two flights together that had less than an hour layover. I had less than an hour to get through customs and recheck in to get to my flight which was not even close to enough time. There was NO change to the flight, Expedia just put together two flights that they shouldn't have. 
It is rediculous for Expedia to say I did not complain about the connection time. I spend over an hour talking with the frontier staff about how we can fix this. Expedia put me on the last flight of the night so when I missed the flight due to lack of layover time I was told that I would have to come back in the morning and catch the next flight. Expedia and Frontier both refused to help me get somewhere to stay even when I voiced how concerned for my safety I was to be put out on the street in the middle of the night. Both companies refused to help me even though the issue was not my fault however the travel agencies error. Expedia is trying to make it Frontiers fault when they sold me a ticket that Frontier does not even offer since they know that those times do not work together. 
Expedia needs to be held liable and not try to blame their errors on others. This company needs to be shown for their lack of concern, care, and unlawful activity. 
Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted].  Although I still believe that it was Expedia's responsibility to ensure that the fees advertised were accurately disclosed, I find that this resolution is satisfactory to me. Sincerely, [redacted]

July 15, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-[redacted] Dear Revdex.com: Thank you for contacting 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 her concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case [redacted]) regarding a hotel reservation.  We understand the customer is requesting a refund.  On July 13, 2015, we attempted to contact the customer to acknowledge receipt of her Revdex.com complaint but were unable to reach her. Our records indicate on June 15, 2015, [redacted] or an authorized user in the account self-booked a hotel reservation with [redacted] by [redacted] Chicago Downtown/Magnificent Mile, for one adult, checking in on June 15, 2015, and checking out on June 16, 2015.  The total cost of the booking was $452.79.   On June 17, 2015, we were contacted by the customer who advised [redacted] by [redacted] that she did not have her reservation, and as a result, requested a refund.  The representative that assisted the customer submitted her request for processing and provided the customer with the normal refund timing.   On June 20, 2015, the customer sent us an inquiry via email regarding the refund.  While it is against our policy to discuss any refunds or cancellations received by email, on June 25, 2015, we processed a refund to the original credit card account that was used at the time of the booking.  The normal refund timing of seven to ten business days applied. On July 13, 2015, we reviewed the purchase and billing information associated with the booking and can confirm on June 25, 2015, a refund was processed in the amount of $452.79 to the original credit card used at the time of the booking.  We were also able to confirm the credit card used was not in Ms. [redacted]’s name.  We recommend the customer follow-up with the cardholder or the credit card company regarding the status of the refund.  If a refund has not been received to the original form of payment, the customer is invited to provide us with a credit card statement to confirm a refund was not received between dates of June 25, 2015, through July 10, 2015, or during the normal billing period.  We thank you for allowing us 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,Millicent F[redacted]Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
all of the information is there and documented. I have all of my information, evidence, etc. 
Asking for more time is UNACCEPTABLE. 
 
Sincerely,[redacted]

June 24, 2015
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on June 4, 2015, Ms. [redacted] booked a two-night stay at the [redacted] New Orleans from June 5, 2015, through June 7, 2015. The hotel policy in place at the time of booking was as follows;
Cancellation and Change Policy: Refundable
 Cancellations or changes made after 4:00 PM local hotel time, Thursday, June 04, 2015 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
We understand from Ms. [redacted] complaint that on the following day, she noticed a decrease in the price of the hotel booking for the days that she requested. She stated that she contacted our office and asked if she could take advantage of the lower rate and was told that she could not due to the cancellation policy. Ms. [redacted] responded that she did not agree and that the policy did not exist.  Ms. [redacted] also stated that when she arrived at the hotel, she was informed that an Expedia representative had canceled it for medical reasons. Overall; she was unhappy with the level of customer service that she received.
When Ms. [redacted] contacted our office on June 5, 2015, requesting to cancel and rebook her reservation at the lower rate, our representative referenced the cancellation policy and informed her that the penalty phase had begun and that cancelling would not result in a refund. Ms. [redacted] stated that the policy states that a person could cancel their reservation, but doesn’t mention the limitations of that option.
We regret any inconvenience this may have caused Ms. [redacted] and apologize for the level of customer service that she described. Unfortunately, as a travel agency, Expedia is subject to the rules and restrictions of the vendors whose services we sell. We act only as an agent for their product and do not have the authority to override or to change their policies. All information found on our website is maintained by the individual property. We solely rely on the information they provide us.
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

Attention Revdex.com,
I accidentally indicated in a response this morning that this matter is still unresolved from Expedia, however, I read their statement from May 11 and I am satisfied.  This matter has been resolved.  My contact info is :
[redacted]