Expedia Inc

February 09, 2018 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr. [redacted]. Expedia, Inc. is once again responding to the consumer complaint from Mr. [redacted] ([redacted]) regarding a refund request. While Mr. [redacted] did not provided what was requested in order to make sure he had not received a refund, we were able to verify the details from the vendor. We would like to make it clear to Mr. [redacted] when booking on Expedia there are two different booking types that can be made. Mr. [redacted] booked a Pay Later booking which typically is charged at the hotel or the hotel will hold a deposit amount from the reservation until the travel date. The payment information is charged by the hotel and not by Expedia. The hotel has informed us that they will not refund the customer as they claim they did not receive a cancellation notification when Mr. [redacted] canceled his reservation and provided proof. Just to make it clear to Mr. [redacted], Expedia has no accounting information as this is handled by the hotel. Since we do show that a cancelation was sent to the hotel we have proceeded to refund the full amount of $175.08. While we gladly accept Mr. [redacted]’s comment as feedback, as it is completely up to the customer to agree to book with the vendor on our site. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Mr. [redacted]s' desired outcome, Expedia considers this matter closed. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A[redacted] Expedia Customer Support

June 25, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
 
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business...

Bureau allowing us time to address the comments and concerns which have been brought to our attention. Expedia is disheartened the 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 for Mr. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on March 19, 2015, Mr. [redacted] self-booked two one-way flight reservations for two travelers using Expedia’s website, itinerary [redacted]. The first flight was with [redacted] from Raleigh, NC to Orlando, FL, departing on June 15, 2015, and the second flight with [redacted] from Orlando, FL to Raleigh, NC, departing on June 19, 2015. In addition to the flights Mr. [redacted] booked travel insurance for the total amount of $40.00. On June 6, 2015, Mr. [redacted] contacted Expedia and cancelled the reservation. We understand he is requesting a full refund of this itinerary as he states the assisting representative misinformed him of the airline’s cancellation policy at the time of cancellation, which caused him to lose the tickets’ value.
While we were unable to verify what the information provided by Expedia’s representative at the time of cancellation was, Expedia is willing to issue a refund of Ms. [redacted] flights as an offer of good faith.
A full refund for the airline portion of this booking in the amount of $567.40 was issued by Expedia on June 25, 2015, back to the original form of payment. The time it takes a refund to post to Mr. [redacted] account depends on how quickly his credit card company processes refunds. As the travel insurance purchased with the flights is nonrefundable and would have been active even if the correct cancellation policy was provided to the customer when he cancelled the booking, Expedia cannot provide a refund for it.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
 
Sincerely,
 
Lidiya N[redacted]
Tier 3 Customer Service

August 11, 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 hotel reservation.  We understand Mr. [redacted] is requesting a refund and compensation. On August 4, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on July 13, 2017, the customer self-booked a pay later hotel reservation at the Best Western Seattle Airport Hotel with a check-in date of July 17, 2017 and check-out date of July 18, 2017, via itinerary number [redacted]. The customer is stating that he canceled the reservation within the cancellation timeframe; however the customer was not refunded.
 
Upon further researching this matter, on July 28, 2017, the customer contacted Expedia advising that he contacted Expedia on July 13, 2017, to cancel the reservation; however the customer did not receive the cancellation confirmation email. The customer requested the refund.
 
Expedia contacted the hotel, who advised that the reservation was marked as a no show and would not authorize the refund.
 
In reviewing the account, on August 4, 2017, Expedia contacted the customer advising that we would refund as a one-time courtesy in the amount of $236.92 to the original form of payment. It typically takes 3-7 business days for the refund, such as this, to appear on the card.
 
Based on the above, Expedia is unable to honor the request for the refund or compensation. 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]
Corporate Customer Service

August 21, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed from the airlines to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: I have purchased product via Expedia and I have not received it. I did not cancel anything if Expedia referring to "cancelation" polici. Where is the rest of my money that I payed for the product that I have not received?
Thank you.Sincerely,[redacted]

September 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 September 23, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on September 13, 2016, the customer self-booked a pay later hotel reservation at the [redacted] check-in date September 17, 2016, check-out date September 18, 2016. Itinerary Number: [redacted]. The customer is stating once they arrived at the hotel, the customer’s room was not ready. The customer is stating they had to wait till midnight to check-in to their room.
 
Upon further researching this matter, we can confirm on September 20, 2016, the customer contacted Expedia advising once they arrived at the hotel; the customer’s room was not ready. The customer advised they had to wait till midnight to check-in to their room.
 
Expedia contacted the hotel; they advised the customer was given a room at 8:00pm.
 
On September 28, 2016, Expedia contacted the hotel on the customer’s behalf; they advised they were overbooked; however the hotel was able to locate another room for the customer. The hotel advised the customer did not wait until midnight for the new room and the customer did use the room for the night. The hotel will not authorize the refund.
 
Since the customer did use the service in full. Expedia cannot honor the request for the refund.
 
The customer is also inquiring another hotel reservation. Expedia request that the customer submit a new Revdex.com claim. Expedia requests that the customer include the email address that was used to book the reservation and the itinerary number.
 
The requested information will enable us to appropriately address Mr. [redacted] concerns.
 
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

Complaint: [redacted]
I am rejecting this response because:Expedia acts as a travel agent, and I assume they get a fee for their efforts.To claim no responsibility for the reservations they facilitate is a dis-service to the patron. I feel they were negligent in not informing the client about the non-typical nature of the hotel they are suggesting. I made the serious error in thinking Expedia would strive to promote a quality travel package.Buyer beware! Expedia is not interested in the quality of their trips. My experience is they take their commission, with no loyalty to their customer.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: Expedia stated that I never emailed them disputing their response. I have copies of all the emails I sent! As well as the phone calls I made! If you give me an email, I can forward you all the emails I sent to Expedia asking for this matter to be looked at and resolved.Sincerely,[redacted]

October 27, 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 September 1, 2015, Ms. [redacted] booked a roundtrip flight from Bangkok, Thailand to Lijiang, China traveling October 9, 2015, through October 14, 2015.
We understand from Ms. [redacted] complaint that her flight was affected by an airline schedule change. According to her correspondence, she contacted our office for assistance with locating a better option for the changed flight and was unhappy with the level of customer service that she received. She mentioned long hold times that generated a $300.00 phone bill. Ms. [redacted] is requesting a refund or a coupon for her inconvenience.
According to our documentation, we discussed this matter with Ms. [redacted] via email on October 19, 2015. We requested a copy of her phone bill for consideration. Ms. [redacted] responded to our email thanking us for offering to assist, but we have no record of receiving the bill. At this time we are requesting that she provide the requested documentation. Once received; we will review and respond.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

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

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

comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservations.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.
Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
                                        ...⇄
Sincerely,
 
Tier 3 Customer Service

May 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-[redacted] Dear Revdex.com: Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to...

address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund request.  We understand Mr. [redacted] has stated he was charged for a reservation that he did not process on the Expedia.com website.  On May 18, 2015, we contacted Mr. [redacted] to acknowledge receipt of his Revdex.com complaint.   Our records indicate Mr. [redacted] or an authorized user created a single use account on Expedia.com using the email address [redacted]@[redacted].com. There are no saved or booked itineraries in this account. During our call with Mr. [redacted], we attempted to search for any account activity using his profile information but we were unable to identify any booking processed on Expedia.com with the provided information.  Mr. [redacted] was unable to confirm the credit card number associated with the charges; therefore, we were unable to research further. We regret Mr. [redacted]’ experience with Expedia is not as we would have hoped. At this time, we are not reflecting any charges by Expedia and unable to honor a request for a refund.  We encourage Mr. [redacted] to pursue this matter further with his financial institution, who may then advocate further on his behalf by filing the appropriate notifications to Expedia. We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

August 23, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz 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. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint she is requesting a refund of her flight reservation due to her name being entered incorrectly.Our records indicate on August 16, 2017 the customer self-booked round trip flight for one passenger on Orbitz.com. The customers flights were operated by Lufthansa, departing from Tampa, FL to Lisbon on August 25, 2017 and returning on September 5, 2017.Please also note that when completing your booking on Expedia’s website, you agreed to our Terms of Use, which expressly provide:You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Orbitz has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.We understand that the customer is claiming that she entered the name that was on her driver’s license due to our site stating “Traveler names must match government-issued photo ID exactly.” This statement is true. Due to the customer traveling internationally we leave the choice up to the individual as to which government-issued photo ID they need to travel with. As this is not an Expedia error we are unable to offer any compensation for this reservation.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,Hayden J[redacted]Corporate Customer Service

September 7, 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, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding flight reservations.  We understand the customer is requesting a full refund for their non-refundable flight reservations.
Our records indicate on May 4, 2015, the customer booked a flight reservation – itinerary [redacted] – using the self-service tool on the Expedia.com website. Travel is on [redacted], departing December 24, 2015, from Los Angeles, California to London Heathrow, England, returning on January 5, 2105, for three passengers.
On August 12 2015, and August 27, 2015, the customer contacted Expedia regarding the minor airline initiated schedule change that had taken place. During each contact Expedia advocated on the behalf of the customer with [redacted] to request a refund. [redacted] advised at that time that the minor airline initiated schedule change was not eligible for a refund, and if the customer would to like to cancel or change, the applicable penalties would apply. Per the customer, no cancellations or changes were made at those times.
 
At Expedia, we strive to provide the highest level of customer service, and it’s disheartening when one of our airline partners does not work to meet that goal as well. We are regretful that you had a less-than-satisfactory experience when your flight reservation was affected by an airline schedule change, and we hope that our relationship with you will not be negatively affected.
 
Expedia receives schedule changes directly from our partner airlines, including both major and minor flight changes. Expedia does not issue airline schedule changes as we are only operating as a travel agency. We can only communicate airline schedule changes to our customers with options provided by the airlines if required.
 
The airline initiates schedule changes and these are unrelated to the type of ticket purchased or the company from which you bought your ticket. In fact, travel agencies are rarely informed as to why the changes are made. Typically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or maintenance issues. Expedia regrets any inconvenience that you have experienced as a result of this booking. It is our highest recommendation that you continue to pursue this matter directly with [redacted].
Expedia.com 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.  [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card). The change fees and increases in airfare are set and collected by the airline.  We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted].
 
------ When finalizing a reservation on Expedia.com, the user agrees to the specific rules and restrictions provided during the booking session.  As set forth in the Expedia Terms of Use:
 
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
We have further researched the customer’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to render to the customer’s request of a refund for the non-refundable flight reservations.
 
We regret that our response cannot be more favorable and hope that, despite your recent experience, you will continue to use Expedia for your future travel arrangements, thereby allowing us the opportunity to restore your faith in our company.  We trust our position in this regard has now been clarified.
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

June 7, 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 Expedia change the flights. On May 19, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint.
 
Our records reflect on March 24, 2016, the customer self-booked three package reservations, using Expedia.com. The first reservation is for [redacted] and [redacted]. Travel is on Dynamic Airways, departing June 8, 2016, from New York to Punta Cana, Dominican Republic; returning on June 12, 2016, from Punta Cana, Dominican Republic to New York. The hotel stay at the Catalonia Royal Bavaro-Adults Only-All Inclusive, check-in date June 8, 2016, check-out date June 12, 2016. Itinerary number: [redacted].
 
The second package reservation is for [redacted] and [redacted]. Travel is on Dynamic Airways, departing June 8, 2016, from New York to Punta Cana, Dominican Republic; returning on June 12, 2016, from Punta Cana, Dominican Republic to New York. The hotel stay at the Catalonia Royal Bavaro-Adults Only-All Inclusive, check-in date June 8, 2016, check-out date June 12, 2016. Itinerary number: [redacted].
 
The third package reservation is for [redacted] and [redacted]. Travel is on Dynamic Airways, departing June 8, 2016, from New York to Punta Cana, Dominican Republic; returning on June 12, 2016, from Punta Cana, Dominican Republic to New York. The hotel stay at the Catalonia Royal Bavaro-Adults Only-All Inclusive, check-in date June 8, 2016, check-out date June 12, 2016. Itinerary number: [redacted]. The customer is stating due to an airline schedule change, has requested Expedia to change the flights; however they have not been done.
 
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.
 
Dynamic Airways was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Expedia has no control over when or how often an airline initiated schedule change occurs.  Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
 
Only the airline can make changes to a customer’s flights.  These changes are not related to the type of ticket that was purchased or the company they were purchased from.  Airlines rarely tell travel agencies why they make a change.  Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues.
 
Upon further researching this matter, we can confirm on May 18, 2016, the customer contacted Expedia, advising that he does not agree with the schedule change made by the airline. Our agent contacted Dynamic Airways; they advised there are no other flight options. The airline advises the customer can keep the changed flights or they will authorize the cancellation and process the refund. Our agent advises the customer, and checks on the prices; however our agent advises the customer that prices and availability are subject to change.
 
While our agent is checking prices the customer’s call drops and our agent contacts the customer back; however the customer is not available. Our agent does try to contact the customer several times; however was not able to contact the customer back.
 
On May 19, 2016, the customer contacted Expedia, advising that he does not agree with the schedule change made by the airline. The customer advised that he wants to rebook on a different airline. Our agent checked the prices and determined that they were higher than the original amount the customer paid. Our agent advised the customer the prices were higher; however the customer declined to pay for the additional charges.
 
Our agent offered as a one-time courtesy Expedia would refund the customer of the additional cost, the customer did agree.
 
In reviewing Mr. [redacted]’s account all the tickets were rebooked for [redacted], [redacted], [redacted], [redacted] and [redacted]. Travel is on JetBlue, departing June 8, 2016, from New York to Punta Cana, Dominican Republic; returning on June 12, 2016, from Punta Cana, Dominican Republic to New York. The new itinerary number for [redacted] and [redacted] is [redacted].
 
The new itinerary number for [redacted] and [redacted] is [redacted] and the new itinerary number for [redacted] is [redacted]. On June 7, 2016, Expedia contacted Mr. [redacted], the customer advised the issue was resolved and that [redacted] rebook a different flight reservation on his own. Mr. [redacted], advised considers the issue 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,
Delia K[redacted]
Tier 3 Customer Service

April 1, 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

Complaint: [redacted]
I am rejecting this response because: I'm really annoyed that Expedia has not reached out to me directly regarding my issue... my PRIMARY issue is the horrid customer service I have been receiving as of late.. I got a call back at 2:30am the other day after getting an ETA of 45min call back the day prior. This is very unacceptable and I will reject all responses until someone from Expedia USA reaches out to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Expedia was the site who I signed up on and Expedia took my CC # not the motel. I want what I asked for in the original complaint and NOTHING LESS
Sincerely,
[redacted]

Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight pricing question.
 
Ms. [redacted] is questioning the issue of pricing for flights being different in the booking path as opposed to what she sees on Expedia’s banner page. 
 
We apologize for any inconvenience this may have caused.  Expedia uses real-time reservation databases for our travel products, such as cars, hotels, cruises, and flights.  These databases link to our vendor partner’s companies, and contain up to the moment prices and availability.  Information in the databases is updated constantly by vendors, as pricing changes and travel related items are sold to our customers and customers who are accessing the same pool of products independently, or through other travel companies.  Vendors also limit the amount of their product available for discounted pricing.  As the discounted items sell out, low prices may no longer be available.   It is possible that a specific price or travel item is available when customers begin planning their trip, and is no longer available when they try to finalize their purchase.  Because of this, travel pricing can change very rapidly.
Also of note, Expedia’s banner page is not updated in real time, as the booking portion of the site is, so banner pricing may be different than actual, up to the moment, pricing from the respective vendors.
 
As stated in the Terms of Use for our website, that the customer agrees to when utilizing our services, all our travel products prices and availability are subject to change until customers have completed their purchase and a reservation is confirmed. Expedia provides a final summary for customer’s to review before they enter their payment information.  If they are not in agreement with the final price provided, they have opportunity to cancel or change the reservation before making a purchase.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Customer Service

April 27, 2017   Revdex.com Expedia – DuPont, WA 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 refund.   Our records indicate the on March 3, 2017, Ms. [redacted] or an authorized user of her account purchased two one-way tickets online via Expedia.com, departing on April 13, 2017, from Newark, New Jersey, via United Airline itinerary and returning on April 16, 2017, via Spirit Airline itinerary [redacted].   We understand from Ms. [redacted]’s complaint that she claims that she cancelled her reservation within 24 hours and assumed her entire reservation was cancelled, and is now requesting a refund for the ticket that was not cancelled.   Upon receipt of Ms. [redacted]’s complaint, we investigated the issues which were brought to our attention. We can confirm that on April 18, 2017, Ms. [redacted] contacted Expedia’s customer service department to get assistance with her reservation. Ms. [redacted] advised our representative that she cancelled her reservation within 24 hours of booking. At that time, our representative advised Ms. [redacted] that her United Airline reservation was cancelled and her Spirit Airline flight was not cancelled. Our representative contacted Spirit Airline and advocated on Ms. [redacted]’s behalf to see if they would allow a refund. Our representative was advised that Ms. [redacted] was listed as a “No Show” and they will be following their normal cancellation /change policy.   Prior to purchasing the reservation, Ms. [redacted] was provided with the airline’s rules and regulations associated with her reservation. The following rules and regulations pertaining to cancellation were provided to Ms. [redacted], both at the time of booking and on the Expedia.com email confirmation of her travel itinerary: "Tickets are nonrefundable.”   ·         Your roundtrip flight consists of two one-way fares which are subject to their own rules and restrictions. If one of your flights is changed or cancelled, it will not automatically change the other flight. You may incur a penalty fee for each flight for additional itinerary changes.   Please note that 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. Spirit Airline was the operating carrier on the itinerary. We hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies.   Based on the above, Expedia is unable to honor Ms. [redacted]’s refund request. 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,   LaToya J[redacted] Corporate Customer Service