Expedia Inc

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]

September 21, 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 a refund request.  We understand Ms. [redacted] is requesting the refund of a hotel reservation she did not use. On September 21, 2015 we contacted the customer to acknowledge receipt of their Revdex.com complaint.
 
Our records reflect that on August 15, 2015 the customer accessed Expedia.com online to self-book a reservation at the [redacted], Nashville Tennessee to arrive on August 23, 2015 and check out August 24, 2015.  The reservation was forwarded to the hotel on August 15, 2015 and our notification log shows the hotel responded, providing Hotel confirmation ID # [redacted] and booking # [redacted]. The customer did not use the reservation and contacted Expedia several times beginning August 31, 2015 requesting that we credit the hotel fees of $254.90 toward a future reservation.  Expedia does not hold credits for customers and the only option would have been to contact the hotel and request permission to refund the charges.  On August 31, 2015 an Expedia agent spoke with [redacted] Front Desk Agent for the [redacted], who said the customer was listed as a no-show and they would not agree to a refund.  This information was provided to Ms. [redacted] who has challenged the information that Expedia contacted the hotel and even whether the original reservation was made on her behalf. 
 
Expedia.com serves as a third-party intermediary for hotel providers, as such we must abide by and enforce the terms and conditions set forth by our partners and we are unable to offer any refunds or compensation without the approval of the vendor.
 
On September 21, 2015 we contacted the [redacted] again to advocate on behalf of our customer.  We spoke with [redacted] at the front desk, who did confirm the reservation had been correctly made for August 23, 2015 and that the guest was listed as a no-show.  We then spoke with [redacted] in accounting, requesting the hotel’s permission to provide a refund to Ms. [redacted].  The [redacted] has given their approval to refund the customer in full for this itinerary.  On September 21, 2015 Expedia processed a refund back to the customer’s original form of payment.  The time it takes for the credit to be available in her account depends upon how quickly her bank processes refunds.
 
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

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]

July 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 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 Mr. [redacted] is requesting a refund. On July 19, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on September 3, 2016, the customer self-booked a combinable one-way flight reservation for [redacted] and [redacted]. Travel was on [redacted] Airways, departing October 4, 2016, from Boston, Massachusetts to Freeport, Bahamas with [redacted] Airlines, and returning on October 11, 2016, from Freeport, Bahamas to Boston, Massachusetts with [redacted] Airlines, via itinerary number [redacted]. The customer is stating that the flight was canceled by the airline; however the customer has not received the refund for the outbound flight.
 
Please note that a combinable one-way fare ticket is a roundtrip itinerary made up of two one-way flights, each with its own fare rules related to the ticket, including cancellation and refund policies. This information, and the fare rules associated with the outbound and return flights, was displayed to the customer at the time of booking.
 
Upon further researching this matter, we can confirm on July 2, 2017, the customer contacted Expedia advising that the flight was canceled by the airline and wanted to change the flight dates.
 
On July 20, 2017, Expedia contacted [redacted] Airways on behalf of the customer, they advised that due to the storm the airline was authorizing to waive the impose airline change fees and fare differences. The airline advised that the customer needed to make the changes on or before November 17, 2016. [redacted] Airways advised that the tickets are a lost value.
 
Furthermore, when finalizing the reservation on Expedia.com, the customer agreed to Expedia’s Terms of Use. The Expedia’s Terms of Use explicitly state as follows:
 
The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia Companies. Expedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death , property damage, or other damages or expenses resulting there form. Expedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
 
In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia   Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages. 
 
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 [redacted] Airways and [redacted] Airlines were the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia.
 
Based on the above, Expedia is unable to 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]
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: My husband and I both spoke with the airline and the hotel and they agreed to process a full refund.  This is not acceptable.  We were not aware of non-refundable tickets and non-refundable hotel. 
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I got the difference credited to my account. Thank you both. 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

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]

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

January 3, 2017
 
 
Revdex.com
[redacted], 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 Mrs. [redacted] is requesting a refund. On December 25, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on July 13, 2016, an agent assisted the customer book a package reservation for [redacted], and [redacted]. Travel is on [redacted] Airlines, departing January 12, 2017, from Seattle, Washington to Lihue, Hawaii; returning on January 13, 2017, from Lihue, Hawaii to Seattle, Washington. The package includes a hotel stay at the [redacted] check-in date January 12, 2017, check-out date January 13, 2017. The package includes a car rental with [redacted] in Lihue, Hawaii pick-up date January 12, 2017, drop-off date January 13, 2017. The package includes the Package Protection Plan and the Car Rental Insurance. The customer is stating the agent that assisted them entered the incorrect return dates for the reservation. The customer is stating the dates should have been for January 12, 2017 to January 19, 2017. The customer is stating they have already corrected the dates for the hotel, flight and the car; however the customer is requesting the refund for the additional cost for the corrections.
 
Upon further researching this matter, we can confirmed on December 20, 2016, the customer contacted Expedia advising the dates for the trip were incorrect and that the return date should be for January 19, 2017, and not for January 13, 2017. Expedia advised the customer that they were sent the emailed confirmation on July 13, 2016.
 
We advised the customer that Expedia could no longer listen to the call recording on July 13, 2016. Expedia advised the customer, we could process the exchange; however the customer would be responsible for the additional cost. The customer agreed.
 
Expedia refunded the customer for the change fee that was imposed by [redacted] Airlines due to the Package Protection Plan in the amount of $375.00. Expedia could not change the hotel and car rental as the dates were no available.
 
On December 29, 2016, Expedia contacted the customer and spoke with Mrs. [redacted]. The customer advised Expedia they have already corrected the dates directly with the hotel and the customer booked a different car rental for the other dates the customer needed. Expedia requested the customer to submit a receipt for the reservation for Expedia to review.
 
Expedia did receive the information from the customer. In reviewing the customer’s account the flight was exchanged by Expedia on December 20, 2016. Expedia did refund the customer for the exchange fee in the amount of $375.00 on to the original form of payment.
 
As a one-time courtesy Expedia will refund the customer in the amount of $1,462.12. Expedia strives to provide the highest level of customer service. We regret any inconvenience this may have caused and would like to assure you that your business is important to us.
 
Going forward we request that the customer review the emailed confirmation when booking with an Expedia agent or self-booking.
 
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 3, 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 July 13, 2015, Mr. [redacted] self-booked a flight reservation with travel insurance for two travelers using Expedia’s website, itinerary [redacted]. Travel is with [redacted] from Chicago, IL to Cancun, Mexico, departing on August 22, 2015, and returning on September 3, 2015. We understand Mr. [redacted] is requesting to change the date of his return flight.
We have verified that Mr. [redacted] contacted Expedia in regards of this issue. The assisting representatives contacted the airline on his behalf; regrettably, they were advised that the requested change cannot be processed.
By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation is completed the booking details are displayed for confirmation. In addition, at the time of booking the customers agree that they have read and accept the applicable Rules and Restrictions of their booking and the Terms of Use and the Privacy Policy of Expedia’s website. We have verified that at the time of booking Mr. [redacted] agreed to the following airline imposed rules and restrictions:
Tickets are non-refundable and flights cannot be changed.
Please read important information regarding airline liability limitations.
Prices do not include baggage fees or other fees charged directly by the airline.
 
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the airlines.
In respect to the travel insurance the customer purchased with this booking, the plan coverage, claim instructions and terms of coverage were all provided at the time of booking. If the customer wishes to submit a claim we suggest that he follows the instructions provided with his reservation. For more details about the travel insurance please click on the following link:
http://www.expedia.com/daily/promos/travel_protection_plans/total_protection.asp...⇄ /> While we regret Mr. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to change the customer’s itinerary.
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

May 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 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 on September 9, 2014, the customer self-booked a flight reservation for five travelers using Expedia’s website; itinerary [redacted]. Travel was with [redacted] from Seattle, Washington to Moline, Illinois, departing on May 21, 2015, and returning on May 25, 2015. On May 16, 2015, the flight for one of the travelers was cancelled with the assistance of an Expedia representative. Mr. [redacted] states he did not authorize this cancellation and is requesting a full refund of the ticket as he states the assisting representative advised him full refund will be issued due to the travel insurance purchased with the flights.
We have verified Mr. [redacted] contacted Expedia on May 16, 2015, for assistance with this issue; the assisting representative followed the terms and conditions of the airline ticket, advising the customer the ticket is subject to a penalty fee and applicable increase of fare if exchanged.
While we were unable to verify whether an approval was received from the customer for the cancellation of this ticket, Expedia is willing to issue a refund as an offer of good faith. A full refund in the amount of $747.20 was issued by Expedia on May 29, 2015, back to the original form of payment. The time it takes to post to the customer’s account depends on how quickly his credit card company processes refunds.
We regret Mr. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused. Expedia welcomes customer feedback in our ongoing effort to improve upon the customer experience.
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

Complaint: [redacted]
I am rejecting this response because: of inaccurate information and complete dismissal of issues on hand. I am not sure if there has been an issue with documentation with your staff that has yet to be clarified after 8 phone calls or if there is a purposeful neglect for the details. But let me help you clarify. My initial contact was to change the dates of my hotel booking, I was told there was no availability in the hotel to check in a day early because the hotel was booked (which was a lie, as I was able to book a single night stay via expedia at the same time the agent stated it was completely booked). Regardless, at that point my only request was an early check out by one day. I was told multiple times that they were in communication with [redacted] and was waiting for a response. I would like to particularly discuss the last two occasions. On 4/13 at 8AM EST I contacted Expedia for the 7th time and explained the situation again and the supervisor promised me a return phone call in 3-4 hours with a direct phone call as there was an alleged meeting with managers of the hotel and [redacted] (a third party that they use for booking. This was not received. I called back later in the day to followup and was able to eventually be connected to someone in corporate, who stated the same thing that they were trying to communicate with [redacted]. I asked if there was a timeline I could expect, the person said no.  I asked if I could contact [redacted] directly to advocate for myself since no one else cared, they said they had no contact information and was unwilling to connect me with someone who did. I reiterated the fact that this has been an ongoing process for the last month and that I’ve been unable to plan further details of my trip because of this and there has yet to be any advancement in the situation. In your email, you stated 4/17 was a date to follow up? This was NEVER discussed with me and I hope you review your phone records before making statements on Revdex.com. Then your final statement saying that you are unable to honor my request, does not address the response from [redacted] or the hotel that your company was waiting for, and if it was ever received. It is just your decision to close the complaint. We have invested over $4000 into this hotel vacation and have not received an adequate investigation into the options and only dismissals. I think its quite inappropriate for almost a month wait on a simple earlier check-out date. I also don’t understand why communication is so poor with a third party ([redacted])you apparently trust. They should be held to same standards as you would use if booked without this third party. 
Sincerely,
[redacted]

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

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

May 9, 2016
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: O-[redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear [redacted] did not accept our response. After further review, we have confirmed that on April 9, 2016, Mrs. [redacted] was issued an airline credit of $460.00 per passenger credit which was valid through April 1, 2016. According to Mrs. [redacted], she contacted our office to apply the credit towards the cost of new flights prior to the expiration date and was informed that the credit could not be found in our system. Initially we had refused to honor the refund as we were unable to verify that April 1, 2016, expiration date.
As we have confirmed the expiration date, we have also issued a refund of $1,840.00 to the original form of payment. Refunds like this usually take between 3-7 business days to post, depending on how quickly the credit card company processes refunds.
Mrs. [redacted] is also seeking a refund of $1,744.00, from the unused portion of the original tickets booked on February 13, 2016. Per Mrs. [redacted] complaint, she contacted Expedia in February of 2016, prior to the expiration date, but our representatives were unable to locate her credit. As a result she was unable to utilize the credit. Regrettably we have been unable to verify this information. There is no documentation or record of a request to utilize this credit in February of 2016. As such, we are unable to honor the request of a refund for the unused airfare.
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

September 14, 2016 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 Ms. [redacted] . We regret to hear she did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Ms. [redacted] (Revdex.com ID number [redacted]) regarding a package reservation. As stated prior, Expedia.com does not own or operate any hotels, and we do not set any hotel policies. The customer chose the dates, destination, airlines, and hotel of her choice. In regards to the cancellation, Expedia was able to pull the phone call on August 24, 2016, where the customer changed her hotel stay from two rooms to one room and received a refund in the amount of $849.45. The customer was also given a $100 Travel Coupon for any inconvenience due to the length of the phone call. At that time the customer requested the assisting representative cancel the flight for Andrea. On August 25, 2016, the customer contacted Expedia and stated she never authorized the ticket to be cancelled and that she needed the ticket. The Customer Service Department at 1-800-EXPEDIA (1-800-397-3342) is available 24 hours a day, seven days a week. As Expedia was charged for the reservation in question, Expedia is unable to issue a refund or any additional compensation. 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

Complaint: [redacted]I am rejecting this response because: the response given is completely and utterly inaccurate.  The airline credit I am trying to use is through [redacted] Airlines, not [redacted].   I did not take any trips in May, so I literally have no idea what you guys are talking about with me "using" a [redacted] credit.  I will provide the information again.  The itinerary number of the original flight was [redacted] and it is through [redacted] Airlines.  The credit is for $409.20.  As I could not take the chance of waiting any longer to book the flight needed, I have taken my business elsewhere and booked my flight through a different company.  I am now requesting a refund in the amount of the flight from Expedia due to the extreme inconvenience this several month process has taken that is still left unresolved.
Sincerely,[redacted]

August 23, 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] [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