Expedia Inc

April 29, 2016 Revdex.com E.com - Alaska, Oregon & [redacted] 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

May 12, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department 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 Dr. [redacted] (Revdex.com case number [redacted]) regarding an Expedia reservation. The information provided in the customer’s comment was not linked to an account. At this time we are requesting the customer please provide the itinerary number and the email address used to make the reservation. In addition, Expedia is asking for the customer to address the issue more specifically. Dr. [redacted] may submit the information through the complaint submission on the Revdex.com website. This 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, 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 am rejecting this response because:Sincerely,[redacted]

June 30, 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 [redacted] 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 his reservations.
Our records indicate on April 28, 2015, the [redacted] self- booked four reservations using Expedia’s website, itineraries [redacted] (Flight and hotel accommodations for two travelers), [redacted] (Activity: 3-Day All Loops Pass on May 12, 2015, for two travelers), [redacted] (Activity: Semi-Circle Cruise on May 13, 2015, for two travelers) and [redacted] (Activity: Mamma Mia 8 PM Weekday Performance on May 13, 2015, for two travelers). The flight portion of itinerary [redacted] was with [redacted] from Eau Claire, WI to New York, NY, departing on May 12, 2015, and returning on May 16, 2015. The hotel portion of the booking was with [redacted] by [redacted] New York Manhattan / Central Park, New York, NY, for a check in on May 12, 2015, and a check out on May 16, 2015.
On May 11, 2015, Mr. [redacted] contacted Expedia and cancelled itinerary [redacted], receiving a full refund for the hotel portion of the booking, in the amount of $2963.12, and airline credit for future use for the flight portion, per the terms and conditions imposed by the airline. We understand Mr. [redacted] is requesting a full refund of all itineraries listed above as he states he was unable to access the itineraries on Expedia’s website and/or contact Expedia for assistance with accessing the bookings online.
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. We hope you understand we must adhere to the policies dictated by the vendors.
In respect to Mr. [redacted] statement that an e-mail address for Expedia is not available on our website, the “Contact us” page on Expedia’s website can be found by clicking on the “Support” link on the top right corner of our page and then selecting either “[redacted] Support” or “Feedback” from the drop down menu. In each path there is a “Contact us” link provided, which allows you to choose between multiple reasons you need assistance, offers helpful articles, and if you need further help, gives you the option to get a callback or email us. In addition, if immediate assistance is needed, our [redacted] Service Department is available 24 hours a day, seven days a week. 
We strive to provide the highest level of [redacted] service, and we’re sorry that Mr. [redacted] recent experience did not live up to that expectation. We regret to hear of the long hold time he experienced when contacting our [redacted] service department. Our agents assist with calls in the order they are received and they do their best to minimize hold time, however we have no control of the call volume at any given time.
Upon further research we have verified that at the time of booking Mr. [redacted] agreed to the following rules & restrictions:
Manhattan Sightseeing Cruise: Landmark Semi-Circle Island Cruise ([redacted]):
Cancellations and Changes: You can cancel free of charge until 72 hours before the activity starts. After that time, no cancellations, changes or refunds will be made.
Mamma Mia! on Broadway: 8 PM Weeknight Show ([redacted]):
Cancellations and Changes: This activity is non-refundable and cannot be changed or cancelled after booking.
This activity cannot be changed, refunded, credited, or cancelled.
All Around Town Double-Decker Sightseeing Bus Tour by Gray Line: 3-Day All Loops Pass ([redacted]):
Cancellations and Changes: You can cancel free of charge until 72 hours before the activity starts. After that time, no cancellations, changes or refunds will be made.
Eau Claire (EAU) ? New York (LGA) ([redacted]):
Tickets are nonrefundable, nontransferable and name changes are not allowed.
While we regret Mr. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to honor his request for a refund.
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 [redacted] Service

May 16, 2016
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear that Ms. [redacted] did not accept our response however; Ms. [redacted] is still able to submit an insurance claim. Expedia representatives have provided instructions to Ms. [redacted] and could not guarantee a certain outcome. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative. We are unable to honor the request of a refund as this request goes against the terms and conditions agreed to at the time of booking.
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

September 21, 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 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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on September 12, 2015, the customer booked a hotel reservation at the [redacted] from September 26, 2015, to September 27, 2015. We understand from the complaint the customer is requesting compensation. Ms. [redacted] is stating that at the time of booking she was misinformed of the hotel’s shuttle policies. We apologize for the inconvenience this may have caused and we continuously take the appropriate actions to ensure this situation does not repeat itself. Despite her recent experience, we encourage Ms. [redacted] to continue to use Expedia for her future travel arrangements, thereby allowing us the opportunity to restore her faith in our company. We have provided her online Expedia account with a $200 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 her next qualified reservation, and it is valid until one year from the date of this letter 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

This is my third and final advisement to Expedia to REVIEW AND LISTEN TO THE CALL as it is clearly an offer made by YOUR REPRESENTATIVE. If Expedia fails to do it's due diligence and research the call that was recorded on the date in question I will have no other option but to pursue this in another legal venue. I will cancel all pending bookings, and cease all future bookings with your company. Additionally, I will liquidate all shares which I currently hold in your company as I will not transactions business with any company that does not uphold it's word or value it's customers and shareholders
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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] R [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

Revdex.com
 
April 21, 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.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, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand Mr. [redacted] is requesting a refund of $600.00, as the customer claims he booked a hotel reservation with [redacted] Aruba - Beach Resort and Casino via Expedia.com, he was charged an additional fee for his 3 years old daughter stay; however, per hotel terms and conditions children stay free.  On March 28, 2016, we received the receipt of the Revdex.com complaint.
 
We can confirm on March 12, 2016, the customer self-booked a package reservation via Expedia.com for two adults and one child (3 years old), itinerary [redacted] and [redacted] with [redacted] Airlines and [redacted] Aruba - Beach Resort and Casino. Departure was on March 18, 2016, from Newark to Aruba.  Return was on March 23, 2016, from Aruba to Newark. Hotel check-in was also on March 18, 2016, and check-out on March 23, 2016, (Package Hotel $1,597.65USD + Flight $1,191.98USD – Total Amount $2,789.63USD).
 
Our records indicate, per the booking terms and conditions the customer accepted at the time of the purchase, the base rate of the hotel reservation was for two guests.  As the property considers guests of any age to be an adult, the third guest was charged a total of $532.55USD.
In reviewing the customer’s account, we have confirmed there was a content error in the confirmation e-mail Expedia.com sent to Mr. [redacted].  The e-mail states children 12 and under stay free at this property. Therefore, Expedia.com will honor Mr. [redacted] refund request, and will refund the customer a total of $532.55USD regarding the child hotel portion.
Expedia is committed to providing an excellent standard of service to our customers.  However, there are times when we are unable to reach all of their expectations.  We apologize the service Mr. [redacted] received did not reflect this. The feedback that Mr. [redacted] has provided to us will be helpful in looking at our customer service and gauging our customers' satisfaction and perceptions. For your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers.
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,
Misleide B[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
I did not purchase a ticket with [redacted], nor submitted any of my credit card to them. The purchase relationship was with EXPEDIA. Something failed in the communication between Expedia and [redacted] that duplicated the booking. I expect EXPEDIA to take responsibility and work with [redacted] their partner to resolve this situation.  
Sincerely,[redacted]

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and...

concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservations.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.
Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Tier 3 Customer Service

February 9, 2016
Revdex.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.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand the customer is seeking compensation and/or a refund of their flight reservation due to an airline-initiated schedule change.
Our records indicate on June 16, 2015, the customer self-booked a flight reservation via Expedia’s website, itinerary number [redacted]. Flights were on Singapore Airlines, departing San Francisco, California to Male, The Maldives on January 14, 2016, and returning on January 20, 2016
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 friendly. As Expedia serves as a third party intermediary, we give the customer the capability to choose the dates, flights, and airlines of their choice.  Each airline has its own specific set of policies and procedures as does each ticket purchased. Singapore Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card).
The airlines issue schedule changes and these changes are unrelated to the type of ticket purchased or the company from which you bought your ticket. In fact, travel intermediaries are rarely informed as to why the changes are made. Typically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or maintenance issues. An involuntary airline schedule change can include a change in flight numbers, departure and arrival times or operating equipment.  At that time the airline took over control of the customer’s ticket and Expedia no longer had access to make any modifications.
As the schedule changes were initiated by the airline, and since Expedia is not the merchant of record, we are unable to offer the requested refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Britt M[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: 
I have never any consideration regarding the above complaint.  As I am making plans to go back to Treasure Island in March 2018 I would appreciate hearing from Revdex.com or Expedia as to the gross overcharge incurred in MARCH 2017.  Expedia charged me for a more expensive condo then we were given at the time we checked in to Sunset Vista.  Expedia claimed that a condo with a partial gulf view was not available, but that was the unit were given.  According to Expedia, only the more expensive full gulf view condo was available and I agreed to that unit.  Upon check in Sunset Vista put me in a cheaper unit with partial gulf view.  I would like some resolution to this issue.  A refund would be appreciated.
Sincerely,
[redacted]

October 19, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: O-[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 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 flight reservation refund and compensation request.  Our records show on October 11, 2014, Mr. [redacted] self-booked an Expedia.com flight reservation via booking number [redacted], with travel date as November 19, 2014. We understand from Mr. [redacted] complaint, he was led to believe he could re-book from a canceled flight. The customer also stated he was advised he could not. The customer is requesting a refund for the money lost and compensation for inconvenience caused.Upon researching the customer’s complaint, we can confirm Mr. [redacted] brought this matter to our attention on October 9, 2015. The customer was advised ticket and any credit related to it, was being held by the airline. Mr. [redacted] was advised to contact the airline directly to book a new flight using a past credit. We can also confirm Mr. [redacted] sent an email correspondence to Expedia stating he had contacted the airline and a new flight was reissued.Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendor. Based on the information provided above, we are unable to honor Mr. [redacted] request for a refund or 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

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. The only thing which I want to mention here is that expedia whould  have never done that, had I not filed the complaint to Revdex.com. So, thanks to Revdex.com.See attached chain of email where they were just wasting my time, back and forth!Sincerely, [redacted]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted] 
I don't appreciate that the company stated I didn't contactthem.The day we arrived at the Radisson  Resort,I phoned Expedia, because I specifically  stated to the agent we were 4adults and 2children.How can 4grown adults sleep in a room together.Were is the respect for children  that accompany us on the trip,a pull out bed wouldn't  help were would it for in a tight room like we were so call book for.Im done with  this company,will never book with them again and I will share my experience  with friends ,family.
 
 
I am rejecting this reisponse because:Sincerely,[redacted]

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.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 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 refund and exchange issues.  We are currently investigating the new information brought to our attention by Mr. [redacted]. Once we have made contact with the airline to discuss the claim regarding his ticket being for Peruvia residents we will provide a response to the Revdex.com. We thank you for allowing us the opportunity to address the issues that were brought to our attention and appreciate Mr. [redacted]’s patience while this case is reviewed further.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Angel A[redacted] Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because: the company has done nothing to resolve this issue. I was given the 100 coupon for future travel right after I spent hours with customer service months ago.. It is clear to me Expedia does not want to fix this issue but rather offer me coupons for future travel. Which a 200 and 100 dollar coupon is an insult to an over 13,000 dollar travel I booked with them.  Big mistake Expedia. I will gladly tell all of my traveling family friends and Facebook world to NEVER use them. I will never use them either. Instead of making things right they offer future travel coupons. Why would I use them after my experience. All that I requested was a room upgrade or partial refund for my troubles. A simple gesture like that would have went a long way...
Sincerely,
[redacted]

April 28, 2016
 
Revdex.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.
Our records reflect that on March 1, 2016, Mr. [redacted] booked an Expedia Vacation Package which included a roundtrip flight from Washington D.C. to Lisbon, Portugal and a five-night hotel reservation.
We understand from Mr. [redacted] that he noticed a flight segment was missing from his itinerary. He contacted Expedia on March 2, 2016, to address and was informed that the flight was not confirmed and that he not be charged for the booking. He then booked a 2nd itinerary which included the missing flight segment and a hotel reservation. On March 7, 2016, Mr. [redacted] contacted our office after noticing that he had been charged for the 1st booking from March 1, 2016. Our representatives confirmed and advised Mr. [redacted] that he had been charged for both bookings. He then processed a refund for the hotel portion of the 1st booking leaving the second reservation in place. On March 27, 2016, Mr. [redacted] arrived at the airport and was told that his flight booked on March 2, 2016, had been canceled. As such, he contacted Expedia and requested that we book the same flight. Ultimately he paid substantially more to book the flight as travel was imminent. He is now requesting that Expedia issue a refund of the difference paid for the March 2nd booking vs. the March 27th booking.
We contacted Mr. [redacted] on April 28, 2016, and he informed us that he also submitted a credit card dispute in which he had been misinformed. This is what caused him to request a refund of $2,006.00 initially. He is now asking for a refund of $5,354.92, after resolving the matter with his credit card company.
In order to submit a request for the full amount that he is now requesting, we will need the documents associated with his credit card dispute. Please instruct Mr. [redacted] to submit a rebuttal and provide the requested documents as an attachment. Upon receipt, we will resume research for refund consideration.
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

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. I really appreciate the Revdex.com's efforts and time in resolving this issue.thanks and all the best.Sincerely, [redacted]