Expedia Inc

Revdex.com
 
May 03, 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 Mr. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Ms. [redacted] is requesting a refund of $2,050.32USD, which the customer acknowledged he canceled the booking via Lufthansa’s by mistake.  Per the customer, he contacted Expedia.com customer service and he was advised the refund would be applied to his credit card within 3 to 5 business days.  However, per the customer, after him and his wife have called Expedia.com several times, they were given a different resolution for the issue but no refund has been processed by Expedia.com.  Mr. [redacted] stated the agency’s agents advised they needed a waiver from Lufthansa in order to process the refund, but the customer did not receive a confirmation of the reimbursement. On April 13, 2016, we received receipt of the Revdex.com complaint.
 
Our records indicate on March 30, 2016, the customer self-booked a flight reservation for [redacted]. [redacted] and [redacted]. [redacted]- [redacted] via Expedia.com website, itinerary [redacted] and PNR FIBKJS with Lufthansa (LH), for a total of $2,050.32USD.  Departure is on September 06, 2016, from Boston to Athens. Return is on September 15, 2016 from Athens to Boston.
Our records indicate, on March 31, 2016, Mr. [redacted] canceled the reservation directly via Lufthansa’s website. The airline sent a notification of the cancelation to Expedia.com, and our system accepted the cancelation.  However, per the airline’s policy, as the booking was purchased directly with Expedia.com, the customer should have contacted Expedia.com to cancel the tickets. Therefore, the airline did not process the refund on March 31, 2016.
 
On April 6, 2016, and April 9, 2016, Mr. [redacted] contacted the Expedia.com customer service department regarding the refund request.  Our agents were prevented from assisting the customer, as the airline refund department was closed and Expedia.com needed a waiver from the airline in order to request a full refund of the booking, as the cancelation had been made by the customer on Lufthansa’s website.  Mr. [redacted] spoke to two agents, who advised Mr. [redacted] per the airline’s policy, that Expedia.com could only proceed with the refund request after the airline provided a waiver code, as the customer had canceled the booking via the airline’s website the customer asked to be escalated to a manager.  On April 9, 2016, during the last contact of Mr. [redacted] with Expedia.com customer service via phone, an agent from our corporate office advised the customer to call us back on Monday (April 11, 2016), in order to follow up on the case.  The agent acknowledged that the airline’s hours were Monday to Friday from 10:00AM to 6:00PM; however, per our records we have confirmed Mr. [redacted] did not contact Expedia.com past April 09, 2016.  Even though, the customer did not follow up on the case, our agents verified the airline had changed the ticket status to refunded; therefore no further action could be taken from Expedia.com as the airline had taken control of the ticket.
 
In reviewing the customer’s account, we have confirmed with Lufthansa Ms. [redacted]’s tickets were refunded by the airline on April 22, 2016.  Per the vendor, as the ticket was canceled within the first 24 of the purchase, the airline should have processed a full refund of the tickets, but the refund timing depends on how long the customer’s bank takes to process the refund.  As 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 was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card); therefore, Expedia could not submit Mr. [redacted]’s refund request to the airline without the carrier’s approval at the time the customer contacted our customer service department.
 
We have verified via Lufthansa’s website that the refund confirmation can only be sent to the credit card holder. If Mr. [redacted] has not received the airline refund up to this date, we kindly advise Mr. [redacted] to summit a request of the refund receipt to the airline via Lufthansa’s website. The refund receipt will allow the customer to dispute the refund directly with his bank.
 
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

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

Complaint: [redacted]I am rejecting this response because: 
There are clear differences… the biggest being that EVERY time you move to book a trip – the price changed.   They keep stating that it is moving, however I can/could go back in over next several hours and the published price while comparing rates was never the same as when you proceed to book.    The published rates stayed the same.
The staff stated that the price sometimes changes – which I now assume is previous complaints.
I am not disputing that the price when I checked out was not stated – it was just completely wrong from when I went in to book and the published rate I believed I was purchasing at.Sincerely,[redacted]

September 27, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention
Expedia is responding to the consumer complaint from [redacted] [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

September 21, 2016Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.We apologize about the previous response and would like to clarify that after reviewing the customers step-by-step booking process we were able to verify that Ms. [redacted]’s was provided with the total of $925.14, just as it was confirmed. As Ms. [redacted] continued to complete the booking and agreed to the price displayed we are able to verify that there was not an error caused by Expedia.As Expedia.com is visited by millions of people every day and works from a live inventory system, similar to airlines. Expedia.com makes every effort to update prices of our inventory published as often as possible as well as alert customers of any changes in price before payment is made. When published inventory is purchased, the price can change due to the constant changes of availability. Changes can occur at any time during the booking process. Based on the information provided above, we are unable to agree with Ms. [redacted], that any false advertising was provided therefore no additional compensation will be provided for this matter.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J[redacted]Tier 3 Customer Service

October 27, 2015
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 October 16, 2015, booked a one-night stay at the [redacted] in Green Bay, Wisconsin from October 16, 2015, through October 17, 2015. According to [redacted] complaint, the room that was requested should have included a free breakfast but did not.
Bhaskar is requesting a full refund for the booking of $47.00. Per our records, the requested refund was issued on October 16, 2015. Refunds like this usually take 3-7 business days to post.
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

July 8, 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 18, 2015, the customer booked a hotel reservation. Accommodations were at the [redacted] from June 11, 2015, to June 14, 2015. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we were able to verify the customer contacted Expedia due to upon the arrival at the hotel, the hotel reservation was missing. Expedia has requested a copy of the receipt however I am unable to open the attachment. At this time we are requesting the customer please provide a copy of the credit card statement or a receipt reflecting the additional charges incurred by Mr. [redacted]. 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 be able to assist him 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] Tier 3 Customer Service

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: A customer service agent said I had a credit. Then a different customer service agent was going to use the credit to book a flight for me. I just called like on Sunday. Now its a different story. I want my credit. And I want it now. I dont know why they wont honor what they told me they would do. They said I had a year to use my credit. Why now I cant use it? I work in customer service smh.
 
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]

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

Complaint: [redacted]I am rejecting this response because: it is not resolved. They still charged me almost 200 dollars for nothing. The Expedia  page I booked my vacation from said that it is free cancellation 24 hrs before the trip! I called 5 min after I booked and cancelled. I called again to confirm it was canceled! They told me that it was! I got an E mail form them that it was cancelled! Now they are saying that it was non refundable! Not fair, bad business! I need full refund! Thank you!Sincerely,[redacted]

September 27, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention
 
Expedia is responding to the consumer complaint from [redacted] [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, 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]

October 25, 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. On October 24, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on June 8, 2016, the customer self-booked a package reservation for [redacted] and Nada Hassan. Travel was on Spirit Airlines, departing July 8, 2016, from Detroit, Michigan to Fort Lauderdale, Florida; returning on July 12, 2016, from Fort Lauderdale, Florida to Detroit, Michigan. The package includes a hotel stay at the W Fort Lauderdale. Itinerary Number: [redacted]. The customer is stating they submitted a Best Price Guarantee claim; however the customer has not been refunded.
 
Upon further researching this matter, we can confirm on June 8, 2016, the customer submitted a Best Price Guarantee claim form with an attachment. Expedia replied to the customer advising they did not meet the criteria per the terms and conditions for the Best Price Guarantee policy. Expedia advised the customer the rate must be available to the general public and that the airline site is a membership website.
 
Expedia has reviewed the customer’s attachment that was submitted on June 8, 2016. The customer did not match the reservation apples to apples. The customer’s attachment does not reflect the room type or the number of travelers for the flight reservation.
 
As rates do fluctuate, Expedia offers a Best Price Guarantee Promotion. If the customer finds a lower rate on Expedia or on another U.S. based website within 24 hours of booking with Expedia, we will credit or refund the difference in price. The Terms and Conditions for the Best Price Guarantee Promotion states as follows.
 
 
Must be "Apples to Apples" Comparison.  The Best Price Guarantee is available only for exact itinerary matches. For example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com.
 
Verification of Claims.  All requests, including receipts, are subject to verification by Expedia.com Expedia.com will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia.com personnel. Nor will Expedia.com verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faith.
 
For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser –
 
https://www.expedia.com/p/info-other/guarantees
 
 
We hope the customer understands, Expedia cannot honor the request for the refund or the coupon.
 
Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further.
 
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

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

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

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

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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation.   Our records indicate on April 22, 2015, the customer booked a Hotel Collect reservation using the Expedia.com website. Accommodations were at the [redacted] from May 1, 2015, to May 3, 2015. We understand from the complaint, the customer is requesting a refund.   Upon receipt of the Revdex.com submission, we were able to verify on April 29, 2015 (9:45pm), the customer contacted Expedia requesting to cancel her reservation without a penalty fee. The assisting representative advised Ms. [redacted] of the hotel’s terms and conditions which she agreed to at the time of booking and which can be found on her itinerary:   ·         Cancellation and Change Policy: Refundable Cancellations or changes made after 2:00 PM local hotel time, Wednesday, April 29, 2015 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.   As this particular reservation is a Hotel Collect reservation, no money was charged to the customer by Expedia. Expedia contacted the hotel on behalf of the customer requesting a refund. As the hotel’s front desk was closed, Ms. [redacted] was advised she would receive an e-mail from Expedia regarding the out-come.   On May 1, 2015, Expedia e-mailed the customer notifying her she would need to contact the hotel directly.   Expedia.com serves as a third party agency 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.  As this was a Hotel Collect reservation, Expedia did not receive any payment for this reservation and as a result, Expedia is unable to issue a refund as requested. 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