Expedia Inc

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

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]

June 30, 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 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 [redacted] is requesting a refund. June 23, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on June 7, 2017, the customer self-booked a flight reservation. Travel was on Hahn Air operated by Peruvian Airlines, departing June 10, 2017, from Lima, Peru to Cusco, Peru; and returning on June 12, 2017, from Cusco, Peru to Lima, Peru, via itinerary number [redacted]. The customer is stating that the airline canceled the flight; however the customer has not received the full refund.
 
Upon further researching this matter, we can confirm on June 13, 2017, the customer contacted Expedia advising that they received an email from the airline stating that the flight was canceled. Expedia contacted the airline, they advised that the customer was marked as a no show and would not authorize the refund.
 
Expedia contacted Hahn Air again on behalf of the customer; they advised that they are reviewing the customer’s request. Once the airline responds to Expedia, we will update the Revdex.com/customer regarding the refund request.
 
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. Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. Hahn Air was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this reservation. We hope the customer understand we must abide by the terms and conditions set forth by travel providers such as Hahn Air.
 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

October 9, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: 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 fromyou.Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the onboard credit promotion request.  Our records show on March 31, 2015, Ms. [redacted] self-booked two Expedia.com cruise reservations via booking numbers [redacted] and [redacted], sailing with Disney Cruise line on December 31, 2015. We understand from Ms. [redacted] complaint, at the time she made the deposit payments for each reservation, a MasterCard was used due to an onboard credit promotion she qualified for. The customer also stated when final payment was made a different type of credit card was used by mistake and she was informedby a cruise service agent, payment type could be changed to still qualify for the promotion. Ms. [redacted] is requesting to be provided the onboard credit since after several attempts to resolve this issue, no credit has been given. Upon researching the customer’s complaint, we can confirm Ms. [redacted] brought this matter to our attention on September 26, 2015. As per the terms and condition of the promotion agreed upon by the customer, all payments must be made with a MasterCard in order to qualify for the onboard credit.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. When a cruise reservation is made, the payment goes directly to the cruise line therefore the card used cannot be changed or switched.As a one-time courtesy, we have placed a $300.00 onboard credit on each of Ms. [redacted] bookings. The onboard credits will be available in each of the bookings onboard account at the time of boarding. Also, an invoice email was sent to Ms. [redacted] confirming the addition of the onboard credits.Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter. As credit has been given to the customer and the issue has been resolved to Ms. [redacted] 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

Complaint: [redacted]I am rejecting this response because:I just checked my credit card account, the said refund is noway to be found. besides, the email I received indicates clearly that was caused by Expedia, "inconclusive" is baseless. I appreciate Revdex.com's help in continue pursuing the case Sincerely,[redacted]

May 12, 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 Mr. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation.
Our records indicate on April 11, 2015, the customer booked a hotel reservation using the Expedia.com website. Accommodations were at the [redacted] from April 11, 2015, to April 12, 2015. We understand from the complaint, the customer is requesting a refund.
Upon receipt of the Revdex.com submission, we have verified on April 11, 2015, the customer contacted Expedia requesting to cancel his reservation due to his dissatisfaction upon arrival at the hotel. Expedia serves as a third party agency for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors. At that time, the assisting representative contacted the hotel directly on behalf of the customer and requested a refund. The hotel declined.
We apologize for the inconvenience this may have caused. On May 12, 2015, a refund in the amount of $76.16 was processed back to the customer’s original form of payment. The time it takes to post the refund to Mr. Pizarro’s account depends on how quickly his credit card company processes refunds.
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,
[redacted] Tier 3 Customer Service

July 5, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservation.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

July 28, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate...

the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, 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 her Expedia account. We understand the customer is requesting to no longer receive promotional emails from Expedia.
Expedia was able to confirm that the customer had two Expedia accounts associated with the email address provided in the Revdex.com complaint, which have both been disabled. It can take approximately 60 days from the time the account is disabled to stop receiving promotional emails from Expedia.
Additionally, Expedia has forwarded the customer’s concerns to our email marketing department to request any further promotional emails are no longer sent to the customer.
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,
Nicole P[redacted]
Tier 3 Customer Service

May 30, 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 car reservation insurance refund request. 
 
Our records show on April 25, 2016 Ms. [redacted] self-booked an Expedia.com car reservation via booking number [redacted], with the same day pick up date plus car insurance in the amount of $50.00. The customer is requesting a full refund of the insurance paid due to car vendor also charged her for insurance.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter. A refund in the amount of $50.00 was processed back to the original form of payment for the unused car insurance purchased. As full refund has been given to the customer and the issue has been resolved to Ms. [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

May 30, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservation.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

January 10, 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 Case number [redacted]) regarding a hotel reservation. Our records indicate on January 5, 2017, the customer self-booked a hotel reservation through the Expedia.com website. Accommodations are at the W Mexico City from January 18, 2017, to January 22, 2017. We understand from the complaint, the customer is requesting a refund due to additional charges incurred for additional guests. We firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase path. We provide our users ample time to review the full details of the itinerary before completing the purchase. Expedia was able to capture the customer’s individual step by step booking process and prior to the customer submitting their credit card information the amount of guests was booked for 1 adult. Please note that Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, and we do not set any policies. We hope you understand that we must adhere to the policies and pricing dictated by the hotel. On January 5, 2017, the customer contacted Expedia claiming that there had been an error with the amount of guests on his reservation. The assisting representative was able to review the step-by-step process of the customer’s reservation. Expedia contacted the hotel directly on behalf of the customer and the hotel approved to waive penalty fees for the changes as per the hotel’s terms and conditions which were agreed to by the customer at the time of booking. However, the customer was charged for additional guests which were not included on the original reservation and the customer agreed to the additional charges at that time. 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

Revdex.com
 
April 19, 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] [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand Mr. [redacted] is currently requesting a refund of $412.40USD, as the customer claims he booked a flight reservation with [redacted] Air Lines for his aunt, but as his aunt passed away, the customer contacted Expedia to cancel the ticket.  During the first call the customer made to Expedia.com, the customer states an agent of Expedia.com advised him a Future Travel Credit (FTC) would be issued, and as the ticket was transferable, the customer would be able to apply the airline credit towards a new trip for another traveler paying a $20.00USD fee.  The customer stated he contacted Expedia to apply the FTC towards a new trip, but during the second contact, Mr. [redacted] claimed he was advised [redacted] did not allow the ticket to be transferred.  On March 28, 2016, we received the receipt of the Revdex.com complaint.
 
We can confirm on September 20, 2015, the customer self-booked a flight reservation for two adults; (Mrs. [redacted] and Mrs. [redacted]) via Expedia.com, itinerary [redacted] and [redacted] with [redacted] Air Lines, for a total of $412.40USD.  Departure was on December 01, 2015, from Seattle to Denver.  Return was on January 19, 2016, from Denver to Seattle.
 
Our records indicate on October 20, 2015, the customer contacted Expedia.com to request a refund of Mrs. [redacted]’s ticket as the passenger had deceased.  We can confirm the Expedia agent sent Mr. [redacted] an e-mail with detailed instructions directing the customer to contact [redacted] Air Lines directly to request the refund of Mrs. [redacted]’s ticket, as per [redacted]’s policy, the request had to be sent to the carrier directly by the customer.  The customer was also advised, in the e-mail the refund was subjected to the carrier review and approval; the e-mail from Expedia was not a guarantee that the airline would offer a refund, as Expedia could not override the airline’s decision. Mrs. [redacted] ticket was divided to a new [redacted]. 
We can confirm on March 28, 2016, Mr. [redacted] contacted Expedia.com and requested to have Mrs. [redacted]’s ticket transferred to another traveler.  Our agent contacted the airline to verify if the customer request was permitted.  [redacted] Air Lines’ agents informed the ticket was non-transferable.  Mr. [redacted] did not accept the resolution provided by our agent, and requested to speak to a supervisor.  The call was further escalated, and the supervisor who took over the call restated the ticket is non-transferable.
In reviewing the customer’s account, we have confirmed on April 19, 2016, via [redacted] Air Lines, Mr. [redacted] did not use his reservation.  [redacted]’s agent advised, she could not verify if the customer has summited a refund request to the carrier, but the airline agent confirmed no refund has been processed by [redacted] Air Lines.  Per [redacted], the fare rules state the tickets are non-refundable; however, the customer himself may summit a refund request to [redacted] Air Lines with supporting evidence to be reviewed, and the refund is subjective to the carrier approval.
We hope Mr. [redacted] understands, 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.  [redacted] Air Lines was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card); Mr. [redacted] himself may forward the refund request to the carrier.  Thus, Expedia.com is re-sending below the e-mail with the instructions received from the carrier to assist customer on summiting the refund request to [redacted] to be reviewed.
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
 
Instructions for the Customer
Below you will find instructions on how to submit your request for a refund.[redacted] Airlines requires that all passengers contact them directly for refund consideration. Please note that your refund request is subject to the airline’s review and approval. This is not a guarantee that the airline will offer a refund and Expedia cannot override the airline’s decision.Airline response time varies, but most respond within six weeks of submission.Once a decision is made by the airline, someone from the airline or Expedia will advise you of the outcome. If the airline approves the request, the refund will be credited to the credit card used in the original purchase no more than 30 days after the airline approves your request. Please wait at least two billing cycles for the credit to appear on your credit card statement. If this does not answer your question or solve your problem, feel free to reply to this message,  referencing case ID: [INSERTCASEID].[redacted] AIRLINES EXTENUATING CIRCUMSTANCE REQUIREMENTS[redacted] Airlines accepts ECR requests for the following reasons:a. Death of the passenger, traveling companion or immediate family memberi. Limits: For Death ECR: each petitioner must state relationship to deceased. Proof not required. For Medical ECR- Domestic ECR approved only if customer unable to use ticket within its normal validity. International- considered on a case-by-case basis.ii. Documents required:Copy of Death Certificateb. Medical, affecting the passenger, or immediate family memberi. Limits: For Medical ECR- Domestic- ECR approved only if customer unable to use ticket within its normal validity. International- considered on a case-by-case basis.ii. Documents required:1. Typed letter from doctor on official letterhead stating reason the ill person is unable to travel2. For Domestic ECR, this airline requires the doctor to specify that the ill person is unable to travel throughout the validity of the ticket (one year from purchase) c. Change of Military Orders (members of the Armed Forces only)i. Limits: For Change of Military Orders- Passenger must contact [redacted]’s Military Desk directly at 1-800-328-4073.ii. Documents required:Contact [redacted]’s Military Desk directly at 1-800-328-4073.2. Airline’s definition of immediate family member: a. Spouse, Domestic partner, Parent, Grandparent, Child, Grandchild, Siblingb. In-law relations of abovec. Aunts, Uncles, Nieces, Nephews.DIRECTIONS FOR SUBMISSION - PLEASE READ AND FOLLOW INSTRUCTIONS CAREFULLY TO AVOID DELAY OF YOUR REQUESTCustomer must submit documentation specified above directly to [redacted] AirlinesPlease include ALL of the following information when making your request to [redacted] Airlines 1. An e-mail (cover letter) including:a. The reason for the request (death or military orders only)b. DATE: [Enter Date of Request]c. E-MAIL [email address associated with your account]d. CONTACT PHONE (H): [Enter Home #]e. CONTACT PHONE (W): [Enter Work #]f. CONTACT PHONE (C): [Enter Cell #]g. The number of tickets needing to be refunded. For each ticket please include:i.The names of all passengers requesting a refundii. The 13-digit ticket numbers of all passengers requesting a refundiii. The relationship of each passenger to the person affected by the Extenuating Circumstance:1. Same 2. Traveling Companion3. Immediate Family Member; specify the relationship2. Attach supporting documentation as outlined by the airline’s requirements, aboveSend To:By FAX: 404-715-9256By Mail: [redacted] Air Lines, Inc. Passenger RefundsPost Office Box 20537Atlanta, Georgia 30320-2537

August 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 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 package reservation.  We understand [redacted] is requesting a refund and for a hotel booking to be corrected. On July 31, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on April 25, 2016, the customer self-booked a package reservation. Travel was on InterJet Airlines, departing July 31, 2016, from Mexico City, Mexico to Oaxaca, Mexico; returning on August 8, 2016, from Oaxaca, Mexico to Mexico City, Mexico. A hotel stay at the Suites Colbri, check-in date July 31, 2016, check-out date August 8, 2016. The package also includes the Package Protection Plan. Itinerary Number: [redacted]. The customer is stating was advised by Expedia would have an airline credit with InterJet. The customer is stating they would be refunded for the change fees due to the customer purchased the Package Protection Plan. The customer is stating they have not been refunded for the change fee and Expedia booked the customer at the incorrect hotel.
 
Upon further researching this matter, on July 13, 2016, the customer sent a copy of the changed flight with InterJet Airlines by email. InterJet charged the customer $139.98 for the exchange.  On July 16, 2016, an agent assisted the customer book a package reservation. Travel is on Alitalia Airlines, departing December 12, 2016, from Rome, Italy to Athens, Greece; returning on December 25, 2016, from Athens, Greece to Rome, Italy. A hotel stay at the Nefeli Hotel, check-in date December 12, 2016, check-out date December 25, 2016. Itinerary Number: [redacted].
 
On July 17, 2016, the customer contacted Expedia, advising that the agent who assisted them booked the incorrect hotel. Expedia contacted the hotel; however the hotel manager was not available.
 
In reviewing the customer’s account, Expedia was able to contact the Nefeli Hotel; they did authorize to cancel and to submit the refund back to the customer.
 
On August 9, 2016, Expedia processed the refund for the exchange fee of $139.98 and for the hotel booking $467.61 in the total amount of $607.59. The timeframe for the refund will be up to 5 to 7 business days.
 
We apologize for any inconvenience this may have caused and would like to assure you that your business is important to 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,
Delia K[redacted]
Tier 3 Customer Service

April 25, 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, 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 5, 2017, Mrs. [redacted] booked an Expedia Vacation Package which included roundtrip flights from Atlanta, Georgia to London, England and a five-night stay at the [redacted] from April 6, 2017, through April 11, 2017.
We understand from Mrs. [redacted]’s complaint that she was not pleased with the room that she was issued by the [redacted] hotel so she contacted Expedia immediately but, nothing was done for her. She stated that neither Expedia nor the [redacted] was accommodating and the staff at the hotel was rude to her. Mrs. [redacted] ended up booking another room at the [redacted] that she paid for out of pocket. She is requesting a refund for the vacation package and cab fare. She would also like an apology for the 15 hours she says was spent on the phone with Expedia.
We regret to hear that Mrs. [redacted]’s vacation experience was not to her satisfaction. All information found on our website is maintained by the individual property. We solely rely on the information they provide us. According to our records, we were contacted on April 11, 2017, the day of check out. Our representatives made several attempts to obtain a refund or partial refund from the [redacted] on the customer’s behalf. Regrettably, our attempts were unsuccessful.
Expedia.com acts only as a third party intermediary for hotels and has no control over the hotel, any of the employees or customers. However, if one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounter. Moving forward we encourage Mrs. [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact.
Again, 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]
Corporate Correspondence Team

September 20, 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, 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 May 4, 2017, Mr. [redacted] booked an Expedia Vacation Package which included roundtrip flights from Nashville, Tennessee to Cancun, Mexico, Travel Insurance and a three-night stay at the Golden Parnassus Resort & Spa -Adults Only- All Inclusive from January 25, 2017, through January 28, 2017.
We understand from Mr. [redacted]’s complaint that he contacted our office on September 91, 2017, requesting to change the destination from Cancun, to Punta Cana. Mr. [redacted] claims that he spoke to an Expedia representative who informed him that he could make this change at a cost of $37.00 per passenger. Mr. [redacted] claims that the $37.00 per passenger would cover the entire package including the hotel and flights. He is now requesting that we change his destination for $37.00 per passenger.
Mr. [redacted] stated that the first representative he spoke to offered to call him back, but he did not receive a call back. We accessed our records and confirmed that the $37.00 mentioned by Mr. [redacted] would cover the cost of the lodging portion of the package only. On September 9, 20017, the cost to change the airfare was $1958.40 for the outbound flight alone. The next representative that Mr. [redacted] spoke to, informed him of the actual charges. Mr. [redacted] stated that he spent three hours on the phone with no resolution but, this was because we could not change his package for $37.00 per traveler as requested.
Again, 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]
Corporate Correspondence Team

November 2, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention
Expedia is responding to the consumer complaint from [redacted] [redacted] (Revdex.com case number [redacted]) regarding a reservation booked on Expedia.com.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:first of all no one ever told Expedia that we were told by the hotel we were getting a full refund. The hotel would not even speak with us as they stated since we booked through Expedia that they had to contact the hotel.   Had Expedia contacted the hotel the day of the reservation and maybe explained our situation of unable to get there to due to flight Being canceled I feel maybe the result from the hotel might be different 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
First, the problem with getting the voucher is Expedia's fault. Expedia has admitted that a site error is the reason I can't access the voucher information. Therefore, Expedia has a duty to ensure I am able to enjoy the activities that were sold to me. Expedia could have done a number of things to rectify its error. They could have re-booked the activities on its websites and given me new voucher numbers. Expedia could have contacted the vendors directly and worked out some agreement with them to still allow me to go an the excursions and find some way to pay them. I think either of these two options would have been what any reasonable person would expect a company similar to Expedia to do when an error like this occurs.
Instead customer service representatives talked to me like I was stupid. They tried to explain to me the process of getting the voucher information even after I told them that I was aware of how to do it. They argued with me when I said there was a problem on Expedia's website. One representative even told to restart my computer and said that should fix the problem. Expedia customer service representatives are clearly not properly trained. Even the supervisor's suggestion that to refund and have me book myself shows the lack effort by Expedia to resolve their mistakes. They point of paying Expedia is to arrange activities through vendors. If I have to do it myself, then what use is Expedia?
Furthermore, Expedia hasn't even given me the websites or company names that I can book these activities with.
Sincerely,[redacted]

Revdex.com:I value the Revdex.com and thank you for your assistance.  Since we were unable to resolve this matter prior to the flight (June 24th) we had no option but to use the airline ticket.  This is was not the first choice but one necessitated by the cost ($1100) and lack of cooperation and assistance from EXPEDIA.COM. After making several phones calls to Expedia, we became away that reps were not making notes on our files.  This is grievously sad and frightfully unhelpful.  After this experience I seriously doubt that we will ever use Expedia.com again.  As long as things go as planned it's fine but they are ill equipped to handle anything but an A to Z transaction.Thank you again Revdex.com - your efforts and results are greatly appreciated.[redacted]

October 26, 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 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. On October 25, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on August 31, 2016, the customer self-booked a one-way flight reservation for [redacted] and [redacted]. Travel was on [redacted] Airlines, departing October 6, 2016, from Minneapolis, Minnesota to George Town, Bahamas. Itinerary Number: [redacted]. The customer is stating that their flight was canceled by the airline; however the customer only received a partial refund for the flight.
 
Upon further researching this matter, we can confirm on October 4, 2016, the customer contacted Expedia to change the flight due to Hurricane Matthew. Expedia processed the exchange departing, October 8, 2016.
 
We can confirm the customer contacted Expedia on October 5, 2016, to change the flight again due to the Hurricane. Expedia processed the exchange.
 
On October 19, 2016, the customer contacted Expedia advising that [redacted] Airlines canceled the flight due to the Hurricane. The customer requested the full refund for the flight. Expedia contacted the airline and they advised Expedia to submit the refund request and if the airline authorized the refund. The airline would process the refund.
 
In reviewing the customer’s account the airline refunded the tickets for a total of $906.80.
 
On October 25, 2016, Expedia processed the refund for the remaining amount of $1,013.88. The original cost for the flight was $1,920.68. The customer has been refunded for the full amount of the flight reservation.
 
The timeframe for the refund with [redacted] Airlines is up to 8-weeks; which is a standard for all airlines. Expedia cannot expedite the refund timeframe for the airlines.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service