Expedia Inc

Complaint Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for your response. We have reviewed the documentation/new information provided to further address Mr. [redacted] concerns
 
On December 14, 2016, Expedia contacted the hotel; they confirmed that the customer did use the reservation for the dates and that they have the customer’s signature on file for the check-in and for the additional charge for the extra guest in the room.
 
Since the hotel is confirming that the customer did use the room and agreed to the additional charge, Expedia cannot honor the request for the refund.
 
[redacted] was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia.
 
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 to address this matter further.
 
 
Sincerely,
 
Delia K[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

October 28, 2016
 
 
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia 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 hotel reservation.  We understand Mr. [redacted] is requesting a refund. On October 26, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on June 27, 2016, the customer self-booked a pay later hotel reservation for three rooms at the [redacted] check-in date July 23, 2016, check-out date July 25, 2016. The customer is stating they canceled all three reservations outside the cancellation window. The customer is stating they were charged by the hotel for 1 nights room/tax for each room.
 
Upon further researching this matter, we can confirm on June 29, 2016, the customer contacted Expedia to cancel all three room reservations. Expedia cancelled and processed the refund in the amount of $1,026.99.
 
On August 25, 2016, the customer contacted Expedia advising that they were charged by the hotel for 1 night room/tax for each room. Expedia contacted the hotel; however could not speak to anyone.
 
In reviewing the customer’s account, Expedia was able to confirm the customer was charged by the hotel for the cancellation fees for each room.
 
On October 27, 2016, Expedia processed the refund in the amount of $547.95 back to the original form of payment.
 
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

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.   Please let me know the results of your investigation.  If you need additional information, please me know so I may forward it to you.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: Just as business admitted, they provided a notification that there was free cancellation within 24 hours. To then say this is not applicable is absurd and contrary to logic. Expedia has lost all future business of mine as a result, and should expect future action if not remedied.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:First of all, [redacted] did not make the arrangements with Expedia, I [redacted] did! I had an agreement with Expedia that stated the liability coverage WAS included and I paid An additional $99 for the physical damage coverage. They obviously knew we were renting the car in Mexico, yet they still stated the coverage was included! In the "fine print" it states, "BASIC LIABILITY INSURANCE (PLI) IS INCLUDED IN THE BASIC RENTAL RATE.  What purpose does Expedia serve if they state one thing and doesn't hold to be true! I choose Expedia thinking they were a reputable company and would stand  behind what they sold. They also should take a look at their Customer Service  Dept, as they were no help. I called TWICE when were attempting to pick up the car and FIVE times after I got back with long "ON HOLD" delays each time! The last girl, Ellie couldn't tell me if Expedia was a member of the Revdex.com or not? And wouldn't give an address to file a complaint.Sincerely,[redacted]

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]

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 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

Complaint: [redacted]I am rejecting this response because:Sincerely,Here is the itinerary number they requested #[redacted]

September 29, 2015
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on July 9, 2015, Ms. [redacted] booked a two-night stay at the [redacted] from July 9, 2015, though July 11, 2015.
We understand from Ms. [redacted] complaint that she booked her reservation via the Expedia Mobile Application pp. Ms. [redacted] stated in her complaint that her transaction did not go through according to the mobile application so she booked her reservation through an alternate website. Ms. [redacted] says she later learned that Expedia charged her for the booking, but that her attempts to obtain a refund have been unsuccessful. She is now requesting a refund of $287.92.
We have further researched Ms. [redacted] complaint and after giving the matter our full consideration we issued a refund of $287.92 to Ms. [redacted] original form of payment. Refunds like this typically take 3-7 business days to post to individual accounts, depending on how quickly her credit card company processes refunds. We regret any inconvenience related to this issue.
 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

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.  We understand [redacted] is requesting to rebook her flight using her flight credit.
Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address [redacted] concerns.
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

May 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 flight reservation.  We understand Ms. [redacted] is requesting a refund. On May 08, 2016, we received the receipt of the Revdex.com complaint.
Our records reflect on July 7, 2015, the customer self-booked a flight reservation for [redacted], using Expedia.com. Travel was on United Airlines, departing July 20, 2015, from Newark, New Jersey to San Jose, California; returning on October 20, 2015, from San Jose, California to Newark, New Jersey. The customer is stating that they were advised that they had a flight credit, however have not been able to rebook using the flight credit.
Upon further researching the matter, we can confirm on October 14, 2015, the customer contacted Expedia, needing to cancel the returning flight. Our agent advised the flight was nonrefundable; however the customer would have a flight credit. Our agent advised the change fee of $200.00, plus any fare difference. The customer understood our agent canceled the returning flight.
On May 4, 2016, the customer contacted Expedia, wanting to rebook using the flight credit. Our agent advised the customer since the outbound flight was used. The remaining [redacted]ue of the ticket was $299.01 and the new fare price at $309.05. Our agent advised the customer the total add collect was at $210.04. The customer understood and agreed to process the exchange. Our agent re-capped the new date for the return as May 28, 2016, from Panama City, Panama to Newark, New Jersey with United Airlines.
Our agent sent the new itinerary information to [redacted]@gmail.com, which is the email address linked to the customer’s account.
In reviewing Ms. [redacted]’s account, the original ticket was exchanged using the customer flight credit and the ticket is confirmed and active for travel on May 28, 2016, from Panama City, Panama to Newark, New Jersey with United Airlines.
Since the flight reservation was exchanged and the flight credit was used, Expedia cannot honor the request for the 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,
Delia K[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

June 23, 2015  Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-[redacted] Dear Better BusinessBureau, Thank you for takingthe time to contact 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. isresponding to the consumer complaint from [redacted] (Revdex.com case number[redacted]) regarding a refund request.  Weunderstand the customer is referring to wording in a recent [redacted] Propertiespromotion, offered on Expedia.com, for hotel stays. On June 23, 2015 weattempted to contact the customer regarding this issue. We attempted tolocate the customer’s itinerary, but they have provided no itinerary number andno valid email address so we are not able to view their booking.  However, the customer has stated thepromotion terms and conditions provided the information that the offer was for2 free buffet meals “per stay”.  He seemsto be under the impression he should be compensated an amount that would payfor 2 free meals “per day”.  The terms ofthe offer from [redacted] Properties are clearly stated in saying it will provide 2meals per stay and had they intended to provide 2 meals each day their termswould have stated their promotions that way. Expedia regrets the customer misinterpreted the promotion, however asthey were provided the amount of meals offered (2 per stay), we find no erroron the part of Expedia or [redacted] promotional statement, and can offer nocompensation in this matter.   We thank you forallowing us the opportunity to address the issues that were brought to ourattention.  If you have any furtherquestions or concerns regarding this matter, please feel free to contact us.  Sincerely, Roseanne G[redacted]Tier 3 CustomerService

October 18, 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 refund. On October 17, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on October 4, 2016, the customer self-booked a package reservation. Travel was on Delta Airlines, departing October 28, 2016, from Denver, Colorado to Brunswick, Georgia; returning on October 31, 2016, from Brunswick, Georgia to Denver, Colorado. The package includes a hotel stay at the Comfort Suites Brunswick. The package includes the Package Protection Plan. Itinerary number: [redacted]. The customer is stating they contacted Expedia within the 24-hours to cancel the package reservation. The customer is stating they have not been refunded for the flight.
   
Upon further researching this matter, we can confirm the customer contacted Expedia to cancel the hotel booking. Expedia advised the customer the reservation was outside the cancellation window and the customer would be refunded for the hotel amount of $232.14.
 
On October 17, 2016, the customer contacted Expedia to cancel the flight reservation. Expedia advised the customer the ticket was nonrefundable.
 
Expedia was able to pull the call recording for October 4, 2016. The customer requested Expedia to only cancel the hotel reservation.
 
In reviewing the customer’s account, the customer will have a flight credit with Delta Airlines. The customer is responsible for the change fee of $200.00; plus any fare difference. Since the customer purchased the Package Protection Plan. The customer will qualify for a refund on the change fees only.
 
The customer can contact our customer service department at 1800-397-3342, to rebook their flight credit. The flight credit is valid for 1 year from the original issue date of October 4, 2016.
 
We hope the customer understands. Expedia cannot honor the refund request.
 
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

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

May 10, 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 Mr. [redacted] is requesting a refund.  On April 18, 2016 we received the receipt of his Revdex.com complaint.
 
Our records reflect on February 5, 2016, the customer self-booked two reservations.  The first on was a package reservation for [redacted] and [redacted], using Expedia.com.  Travel was on Spirit Airlines, departing on April 11, 2016, from Atlanta, Georgia to Cancun, Mexico; returning on April 14, 2016, from Cancun, Mexico to Atlanta, Georgia.  A hotel stay at The Grand Lifestyle at Grand Oasis Cancun-All Inclusive, check-in date April 11, 2016, check-out date April 14, 2016. 
 
The second was a roundtrip ground transportation at the Cancun Mexico Airport, starting on April 11, 2016. The customer is stating due to an airline schedule change, his flight was canceled by the airline, and the customer has received his refund for the flight; however not for the hotel and shuttle.
 
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.  However, 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.  
 
Upon further researching this matter, we can confirm on April 11, 2016, the customer contacted Expedia, advising that he needed to cancel the hotel and the shuttle due to airline schedule change.  Our agent contacted the hotel, however the hotel was closed.  Our agent, contacted the vendor for the shuttle, however was not able to speak to anyone. Our agent advised the customer, will need to contact him back once Expedia is able to contact both vendors, the customer understood.
 
On April 15, 2016, the customer contacted Expedia, inquiring about his refund.  Our agent advised the customer, Expedia is still waiting on authorizations from the vendors. The customer, requested a supervisor.  Our agent transferred the customer to a supervisor; however the customer was no longer on the line.  The supervisor did contact the customer back; however the customer was not available.   
 
On April 19, 2016, the customer sent an email to Expedia, inquiring about his refund and requesting a direct number to contact Expedia.  On that same day, Expedia replied to the customer advising him to contact our customer service department and provided the phone number.
 
In reviewing Mr. [redacted]’s account, the customer did not purchase the travel protection for his itineraries.  On May 10, 2016, Expedia was able to confirm the hotel did not charge for the booking.  Expedia did contact the vendor for the shuttle service; they advised they marked the customer as a no show and will not authorize the refund.
 
Since the hotel has not charged for the hotel booking, Expedia will process a refund in the amount of $579.18.  As a one-time courtesy, due to the airline schedule change, Expedia will refund the shuttle in the amount of $52.00.  The timeframe for the refund will be 5 to 7 business days.
 
 
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

July 18, 2017
 
Revdex.com
Expedia.com – Dallas and Northeast Texas
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.com is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding refund and exchange issues.
 
Upon researching the customer’s complaint, we were unable to find a hotel itinerary or an Expedia.com account for Ms. [redacted] related to the information stated in the complaint provided. Please provide the full itinerary number and or other email address used to book the reservation for further research.
 
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]
Corporate Customer Service