Expedia Inc

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: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]

October 31, 2017   Revdex.com Expedia – DuPont, WA Complaint Department   Re: Expedia Case #: O-[redacted]   Dear Revdex.com,   Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear [redacted] did not accept our response and/or resolution offered. After further review of [redacted]’s complaint and as no new information has been provided, Expedia continues to stand by our original reply. As stated in our previous Revdex.com response, at no time did [redacted] request non-stop flight or flights via Delta Airlines. To reiterate, [redacted]’s main concern was that he was able to depart mid to late afternoon and to be near the financial district in New York. Again, 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,   LaToya J[redacted]Corporate 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

June 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, 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 indicate on June 2, 2016 the customer accessed Expedia.com and self-booked non-refundable Itinerary #[redacted] for a stay at the Hilton Hotel, Austin, Texas to check in on June 12, and checking out June 13, 2016.  The customer’s complaint is that they entered a search date into the Google search engine and then chose Expedia.com from the hotel sites provided by Google, and proceeded to book her reservation.  She did not enter her desired stay date into Expedia’s site, and her reservation was booked for a date other than the one she had wanted. 
 
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. We provide selection details on several pages for the customer’s review, including a summary on the final payment screen, before the customer enters their payment information.  It is the customer’s responsibility to review their booking information, to ensure it meets their wishes, before finalizing their purchase.
 
Search engines such as Google do not interact with other websites; they only provide links from their site to websites that match the general criteria of the client’s search, such as travel companies in this instance.  When the customer chooses a website to access, they leave Google, or the search engine they have used, and they enter the independent website for the company they are shopping on.  They then must enter their search criteria into the website they are then using. 
 
The Hilton Hotel’s terms and conditions were also provided for the customer’s review, and finalization of the itinerary constitutes acceptance of the hotel’s terms.  The Hilton’s stated terms for this booking were as follows:
 
Cancellation and Change Policy: Non Refundable
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
 
Expedia.com serves as a third party booking intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners.  The Hilton Hotel was contacted on June 3, 2016, and our agent advocated on behalf of the customer, requesting the hotel’s permission to process a refund.  The Hilton would not agree to a refund or date change. Due to the rules and restrictions Ms. [redacted] agreed to at the time of booking, and the Hilton’s refusal to waive their terms, Expedia has been billed in full for this reservation and we are unable to offer a refund.
 
We regret that our response cannot be more favorable. 
 
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 Corporate Customer Service
Expedia.com

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]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

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]

May 20, 2015 Revdex.comAlaska, Oregon & WesternWashington Complaint Department Re: Expedia Case #: O-[redacted] Dear Revdex.com, Thank you for taking the time tocontact Expedia, 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 consumer complaint from [redacted] (Revdex.com case number [redacted])regarding a rental car reservation, itinerary # [redacted]. We understand that Mr. [redacted] attemptedto add a car reservation to his itinerary and was unable to book the dates heneeded. On May 20, 2015 we contacted the customer to acknowledge receipt oftheir Revdex.com complaint. Our records indicate that on May 4,2015 the customer attempted to add a car rental to a three day flight itinerarythrough a discount offered after booking his flights.  When he accessed the offer, the carreservation auto populated for only the first day of his trip, May14, 2015through May 15, 2015 and he was unable to change the return date due to a siteerror.  He called Expedia for assistanceand was not helped to his satisfaction and cancelled the car reservation. Expediaregrets the service Mr. [redacted] received was less than satisfactory. Comments such as his are read by numerous people within Expedia and help shapeour policies and practices.  It is never Expedia's intent to inconvenienceour clients and it is disheartening when our clients feel we have not met thestandards to which we hold our organization and employees, as we attempt toprovide the most efficient, quality customer service available.  We wouldlike to assure the customer that his business is important to us. As a courtesy,we have provided the customer’s online Expedia account under Email:[redacted]@outlook.comAccount Number: [redacted] with a $100.00 Expedia Travel Coupon that can beredeemed toward the future purchase of an Expedia Special Rate Hotel, either asa standalone reservation or in a Vacation Package. The coupon is valid for oneyear from the date of issue and is immediately accessible within his account.We hope he will allow us the opportunity to improve upon his experience in thefuture. We thank you for allowing us theopportunity to 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, [redacted]Tier 3 Customer 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

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

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: Expedia never sent anything they are still dodging there responsibility. My Credit card USAA is sending them a formal charge dispute along with the attached e-mail. They know fully well no refund has been issued and are trying to get the Revdex.com to not follow up on this complaint.Sincerely,[redacted]

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]

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

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

Complaint: [redacted]I am rejecting this response because: I did indeed receive the coupon, but only after making multiple calls and involving the Revdex.com. This is not the first time it happened. It is actually every time. I have several BRG coupons still pending, and I am almost positive that Expedia will not issue these coupons automatically. In fact, I've already tried to get them issued with their Tier 3 support, but they already refused. I will probably resort back to the Revdex.com method!
And by the way, this is happening to an Expedia Elite member (I spend close to $10,000 every year). Imagine what they would do to a regular member. It's time that these Expedia's practices are published.Sincerely,[redacted]

July 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, 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 his 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 vacation package.  We understand the customer is requesting a refund for the total airline penalty fee to exchange the flights.  On July 15, 2015, we attempted to contact Mr. [redacted] to acknowledge receipt of his Revdex.com complaint but were unable to reach him.
 
Our records indicate on April 27, 2015, the customer or an authorized user in the account self-booked a vacation package with flights and hotel reservations, for four adults, on Expedia.com.  Travel was on August 15, 2015, from Los Angeles, CA to San Jose del Cabo – Baja, CA, returning August 24, 2015.  Flights were with [redacted] and [redacted] on a code-share flight; hotel reservations were with the [redacted]
 
On June 28, 2015, the customer contacted us to reconfirm the hotel reservations.  We advocated for the customer and contacted the hotel where we spoke with the front desk who reconfirmed the hotel would reopen on August 15, 2015.  On June 29, 2015, we received a call from the customer who requested a second confirmation of the opening date for the hotel.  We contacted the hotel and were able to confirm the hotel’s opening date as August 15, 2015, with the front desk representative.
 
On June 30, 2015, the customer contacted us once more to reconfirm the hotel opening date.  We contacted the hotel and spoke with the front desk who advised us the hotel was unable to open by August 15, 2015, due to the hurricane.  We offered to assist the customer in locating a new hotel but our offer was declined.  The customer requested a full refund including the flights; however, we provided the customer with the airline’s fare rules advising the flight was nonrefundable and there would be a $200.00 rebooking fee collected by the airline for changes.  We were requested to cancel the hotel which resulted in a full refund. 
 
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 can confirm the hotel authorized the option of changing the booking for a future date and offered a $350.00 credit per person as compensation for the airline penalty fees that would be incurred to exchange the tickets.   Unfortunately, once the hotel reservation is canceled and refunded, we are not able to reinstate the booking or promote the hotel’s  offer. 
 
While we understand the customer is requesting Expedia to reimburse for the airline penalty fees that will be charged when the airline tickets are exchanged. We are unable to approve this request.  We encourage the customer to contact us if he needs any assistance locating a new hotel in Baja, CA to complete his booking.
 
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: 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]