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

April 29, 2016
 
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia regarding an issue from our customer. ...

We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the hotel price guarantee refund request. 
 
Our records show on March 28, 2016, Mr. [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted], with a check-in date as April 5, 2016. We understand from Mr. [redacted]’s complaint, he submitted an application for the hotel best price guarantee but was denied even though valid proof was provided. Mr. [redacted] is requesting a refund of the difference in price and a $50 coupon.
 
Upon researching the customer’s complaint, we can confirm on March 29, 2016, Mr. [redacted] submitted a hotel best price guarantee application with proper proof of difference in price. Documentation shows a difference in price of $51.73. We have proceeded to process a refund of the difference in price of $51.73 and a $50.00 Expedia Travel Coupon has been added to customer’s account.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Mr. [redacted]’s desired outcome, Expedia considers this matter closed.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Angel A[redacted]
Tier 3 Customer Service

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

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]
I am rejecting this response because:it was stated as mentioned in this response that I am allowed 2 language.  Why then was I charge for the second laugage from dubai to cairo and from cairo to canada.
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. 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]

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

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

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.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] (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

April 27, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time...

to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a refund. Upon receipt of the Revdex.com submission, we have verified that the refund was processed on November 13, 2016, back to the original form of payment ( Visa card ending XXXX-[redacted]). However, if the customer has not received his refund, we request that Mr. [redacted] please provide a copy of his itemized credit card statement for the month of November and December, reflecting that no refund was received. The customer 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 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

April 4, 2016
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 two flight reservations.  We understand Mr. [redacted] is requesting a full refund.  On March 29, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint; however he was not available.
Our records reflect on January 13, 2016, the customer self-booked two flight reservations.  The first is for [redacted]. [redacted] and [redacted], using Expedia.com.  Travel is on Lufthansa, departing June 11, 2016, from San Francisco, California to Bengaluru, India; returning on August 13, 2016, from Bengaluru, India to San Jose, California. The Itinerary number is [redacted].
The second flight reservation is for [redacted], travel is on Lufthansa, departing June 11, 2016, from San Francisco, California to Bengaluru, India; returning on August 13, 2016, from Bengaluru, India to San Jose, California.  The itinerary number is [redacted]. The customer is stating they contacted Expedia, needing to transfer [redacted]’s (who is a child) ticket on to his ticket.  Additionally, the customer stated that [redacted]. [redacted], needs to change the dates; however Expedia has not exchanged the tickets.
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 March 11, 2016, the customer contacted Expedia, needing to transfer the ticket for [redacted] onto his ticket.  In addition, the customer stated that [redacted]. [redacted] would like to change the dates on their ticket.  Our agent advised the customer, they would need to contact the airline.  Our agent attempted to contact the airline; however, was unable to reach anyone.  Our agent advised the customer to contact Expedia the following day.  The customer understood.
On March 14, 2016, the customer contacted Expedia, needing to transfer the ticket [redacted] onto his ticket and needing to exchange the flight date for [redacted]. [redacted]’s ticket.  Our agent contacted the airline and was advised the change may be possible; however, we would need to contact a different department.  On that same day, our agent contacted that department and was advised the customer cannot transfer the child’s ticket to a different ticket. 
Our agent advised the customer.  The customer requested to speak to a supervisor.  The agent spoke to a supervisor who advised to transfer the customer; however the agent could not transfer the customer to the supervisor.  The supervisor advised they would contact the customer, however there was no answer.  The supervisor did leave a voice message for the customer.  The supervisor did contact Lufthansa and was advised they already divided the ticket for [redacted] on a new record locator [redacted], with the same itinerary number [redacted].  The new ticket is noted that [redacted], the child is traveling with the adult [redacted].  The airline advised, the customer was not charge for this change.
In reviewing Mr. [redacted]’s account, the travel is confirmed for [redacted] and [redacted], departing on June 11, 2016.  The ticket for [redacted]. [redacted], is also active and confirmed for travel on June 11, 2016.  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 airline has its own specific set of policies and procedures as does each ticket purchased.  Lufthansa is the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card). Based on the fare rules, the tickets are nonrefundable, and carry a change fee of $300.00 per person.  
We hope the customer understands Expedia cannot honor the request to refund.  If the customer needs to exchange the ticket, the customer can contact Expedia at 1-800-397-3342.
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

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

April 6, 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 January 24, 2016, Ms. [redacted] booked an Expedia Vacation Package which included roundtrip flights from [redacted] to St. Thomas, [redacted] and an eight-night stay at the [redacted] from June 29, 2016, through July 7, 2016. Ms. [redacted] also purchased travel insurance for this package.
We understand from Ms. [redacted] complaint that she has since canceled the package and received a full refund for the lodging portion of the package as well as the insurance. She has yet to be refunded for the air fare and is requesting that $3,291.56, be returned to her.
The services provided by Expedia are that of a third party intermediary, the airline; in this case Jetblue, is the merchant of record (i.e. the company who charged the customer’s credit card) and as such accepted the funds for Ms. [redacted] purchase. She will also see the airlines name in the transaction information of her credit card statement. As Jetblue was the merchant of record, they are also the party to process any appropriate refunds to Ms. [redacted]. Expedia does not have access to transaction numbers for charges and refunds not processed by our company. We regret that we are unable to offer Ms. [redacted] a more satisfactory response to her inquiry; however on April 1, 2016, Expedia has processed the refund in our internal system and it is now the airline who will issue the refund to Ms. [redacted] original form of payment. Most airlines request at least two billing cycles for refunds to appear on the customer’s credit card statement. We regret any inconvenience caused by this matter.
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:
I complied with the cancellation and did so before checking into the establishment. The employee refused to process the cancellation. Expedia does not deserve additional time to respond. I filed my first complaint with them in December and was told a response would come within 48 hours...never happened. I called again to file another complaint and the same occurred. They do not care, and it shows by their refusal to ever respond to my complaints forcing me to dispute the charge and pursue complaints with the Revdex.com and state attorney generals.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

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 refund request.Our records reflect this matter was resolved on July 19, 2016 when an Expedia agent provided refunds of two itineraries for a total of $224.54 back to the customer’s original form of payment.  The amount of time it takes for the credits to be available in her account depends upon how quickly her bank processes refunds. We also show that the customer was provided earlier with an Expedia travel coupon in the amount of $200.00 for her inconvenience.  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[redacted]Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

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

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