Expedia Inc

July 23, 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 [redacted] (Revdex.com ID number [redacted]) regarding a package reservation. The information provided in the customer’s comment was not linked to an account or itinerary. At this time we are requesting the customer please provide an itinerary number and the email address used to make the reservation. 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 her 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

October 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, 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 19, 2017, Ms. [redacted] booked an Expedia Vacation Package which included roundtrip flights from Newark, New Jersey to Montego Bay, Jamaica and a four-night stay at the Holiday Inn Resort from August 5, 2017, through August 9, 2017. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative.
We understand from Ms. [redacted]’s complaint that she is requesting a refund of $2,165.40, because she called on July 20, 2017, and requested to cancel the entire package. According to Ms. [redacted], she contacted our office within the voidable period (24 hours from booking) and was told that she would receive a refund within 5-7 business days. Since the refund did not appear in her account, she says she disputed the charges with Citi Card. She also contacted our office and spoke to a manager. She claims that she was informed by the manager that the matter was not handled correctly on July 20, 2017, and instructed her to dispute the charges with her credit card company.
According to our records, we received a call on July 19, 2017, from Ms. [redacted]. At that time, she inquired about cancelling her package but, did not request it at that time. On August 2, 2017, we received another call from Ms. [redacted] and this time she asked to cancel the package for medical reasons. The request was processed but, Ms. [redacted]'s refund request was not honored because she had missed the void period. Had she called back by July 20, 2017, we would have been able to refund the flights and the hotel. On August 3, 2017, Ms. [redacted] contacted our office stating that she called us on July 20, 2017, to cancel the booking within the voidable period. She asked that we pull the call recording. Per our records, we did not receive a call on July 20, 2017, but we were able to listen to the call recording from July 19, 2017. Ms. [redacted] asked many questions about the cancellation policy and it was explained to her that she could call back by July 20, 2017, and cancel the entire package. If canceled by then she would receive a full refund. She did not request to cancel until July 2, 2017.
We have since noticed however; that when Ms. [redacted] called on July 2, 2017, to cancel her package, the hotel portion of her package had not yet reached the penalty phase. As a result, it was still refundable. As such, on October 11, 2017, we processed a refund of $886.68 to the original form of payment. Ms. [redacted] and her travel companion now have an airline credit valued at $603.61 per passenger. A $200.00 rebooking fee is due at the time of booking. The airline credits are valid through July 18, 2018.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted] Corporate Correspondence Team

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

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

April 19, 2017
Revdex.com
Central Ontario
Complaint Department
 
Re: Expedia for TD Case #: [redacted]
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia for TD 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 for TD is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia for TD 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 April 12, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 2, 2017, the customer self-booked a flight reservation. Travel was on Egypt Air, departing January 10, 2017, from Toronto, Canada to Dubai; and returning on January 25, 2017, from Dubai to Toronto, Canada, via itinerary number [redacted]. The customer is stating that she was charged an additional fee for a second baggage.
 
Upon further researching this matter, we can confirm on February 17, 2017, the customer contacted Expedia for TD via email. The customer advised that she was charged an additional fee for a second baggage. Expedia for TD replied to the customer that baggage fees are imposed by the airline.
 
In reviewing the account, during the booking and checkout path on our website, it was disclosed the fees for baggage. The information was provided to the customer on the itinerary confirmation; which states: 2 pieces 23kg/50lb. If the customer’s baggage weight was more than the requirement the airline would impose a fee.
 
Expedia for TD 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. As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies. Expedia for TD makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing.
 
We hope the customer understands Expedia for TD cannot honor the request for the refund or the compensation.
 
 
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

May 7, 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 for Ms. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on April 16, 2015, the customer booked a flight reservation for two travelers with the assistance of an Expedia representative; itinerary [redacted]. Travel was with [redacted] from Chongqing, China to Newark, New Jersey, departing on April 27, 2015, and returning on July 20, 2015. On April 20, 2015, the customer contacted Expedia and cancelled the reservation. Ms. [redacted] states the booking agent did not advise her that the names on the reservation need to be as displayed on the travelers’ passports and is requesting a full refund as the tickets cannot be utilized.
We have verified Ms. [redacted] contacted Expedia multiple times regarding this issue; her calls were escalated to Expedia’s Corporate Customer Service team. Our representatives researched the issue and verified that at the time of booking the assisting agent requested the names of the travelers as they appear on their passports. In addition, he spelled the provided names for Ms. [redacted] prior to completing the booking and she agreed they were correct.
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] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card). We hope you understand we must adhere to the policies dictated by the airlines.
While we regret any inconvenience this matter has caused, we do not see an error on Expedia’s behalf. As a result, we are unable to provide a refund or compensation regarding this matter.
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
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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

Complaint: [redacted]
I am rejecting this response because: Expedia's response is a complete contradiction of the airline, how they are responding to their customers who are experiencing the same cancellations and how their competitors are responding. Expedia noted that it would take up to 8 weeks. I followed up with the airline (EA) and the airline said they processed the refund immediately the day I called Expedia while Expedia put me on hold while speaking with the airline. The airline's feedback in my followup on the conversation with Expedia was the timing of 8 weeks given was inaccurate. Also, I had several friends book the same flights with Expedia and with Priceline. For some of Expedia's customers with the same issue, they processed the refund immediately. For the peer who purchased the airline flight cancellation with Priceline, their refund was processed within 24 hours. Therefore, I can only conclude that Expedia is not consistently resolving the issue. I booked with Expedia therefore I expect Expedia to refund me.
Sincerely,
[redacted]

December 2, 2015Revdex.comExpedia.com – Dallas and Northeast TexasComplaint DepartmentRe: 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 the customer service issues.  Upon researching the customer’s complaint, we were unable to find any itinerary under the email address provided by Mr. [redacted].Further research shows, no other reservation could be found related to the information stated in the complaint, 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]Tier 3 Customer ServiceTell us why here...

August 18, 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 [redacted]. We regret to hear Ms. [redacted] did not accept our response. In order to be considered for a price match, customers must submit a screenshot with an identical booking. All details must match.
We have further researched Ms. [redacted]’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to honor Ms. [redacted]’s request of a 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,
Marlon J[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

April 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, 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.
We understand that Mr. [redacted], the son of the passenger Ms. [redacted], contacted Expedia on April 5, 2016, to utilize an airline credit with Jet Blue. He eventually reached a representative who assisted him with the booking. He later discovered that the booking had been canceled. He later changed his request to a refund request.
We apologize for any inconvenience related to this issue. It is never Expedia's intent to mislead or to inconvenience our clients, and we are sorry if Mr. [redacted] feels we have done so.
Upon further review, we can confirm that on April 14, 2016, a refund was issued in the amount of $958.36, to the original form of payment. 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

Revdex.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 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

September 3, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, 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 cancellation with refund request.
 
Our records reflect on August 26, 2017 the customer accessed Expedia.com and self-booked itinerary #[redacted]for a round trip flight aboard low cost carrier EasyJet departing from Nantes, Italy on September 23, 2017 to London, England, returning September 25, 2017. 
 
We further show that the customer contacted an Expedia agent on August 26, 2017, within a few hours of booking, requesting to cancel the itinerary and receive a refund.  Our agent directed the customer to EasyJet Airlines as Expedia is prohibited by the airline from servicing the low cost carrier’s bookings.  For flight itineraries, the airline is the merchant of record, and the party who charges the customer’s credit card.  Therefore, only the airline can make a refund.  With flights that are refundable, and cancelled within 24 hours of booking, the charges are most often held as pending authorizations, and the funds not withdrawn by the airline until the 24 hour period has expired.  Pending authorizations are placed by the customer’s bank and usually drop off within 3-5 business days, if the vendor does not debit the account. 
 
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.  The customer was advised of EasyJet terms of use which require the customer to contact the airline directly for any changes or cancellations.
 
Expedia, Inc. Website Terms of Use states in part:
 
http://www.expedia.com/p/info-other/legal.htm
 
This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement"). Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in court. You should also read our Privacy Policy, which also governs your use of the Website. By accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall apply. If you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents.
 
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners 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 from.
 
 
Expedia does provide terms of use that the customer agreed to, and also advised the customer, when they contacted Expedia Customer Service, of the policy EasyJet requires both Expedia and the customer to follow to service their itineraries.  EasyJet was the merchant of record so any refund or release of pending charges would be resolved between EasyJet and the customer, per EasyJet terms.
 
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 Corporate Customer Service

July 23, 2015
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 Mr. [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
The tickets Mr. [redacted] purchased are roundtrip fares; to determine the unused base fare on a roundtrip fare, the used flights must be re-priced as if they had been sold as one-way fares. Regrettably, after repricing the outbound portion on Mr. [redacted] tickets, Expedia determined that there will be no remaining value on his tickets if he cancels or tries to exchange his return flights.
As mentioned in our previous response, 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] is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card). We hope you understand Expedia must adhere to the policies dictated by the airlines.
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?

Complaint: [redacted]I am rejecting this response because: Please see the attachment for a detailed explanation as to why I am rejecting the offer. Sincerely,[redacted]
Dear Expedia, Inc. and the Revdex.com,
In response to an Expedia Inc. offer of goodwill, a $50 Travel Coupon that can be used at a later booking with their company, I can only feel great insult. Expedia advertised a set rate which was not given due to an error by an Expedia employee, then an Expedia manager asked for me to pay to have the itinerary changed. The Expedia employee had made a mistake, and not as Expedia management said 'a change to the rate'. When I asked Expedia to correct their mistakes, without charging me anything, but by taking responsibility for their company's errors Expedia took the exact same course of action that I had already taken myself and refused to correct their own company system information. All of which could have simply been resolved inside their own offices. Expedia did not have to bother the people at the hotel. The hotel is in no way responsible for Expedia's faulty computer system or Expedia's lack of competent staff. The hotel offered children under 17 stay free with a parent. The room rate should have been for the advertised rate. It is in no way the fault of the hotel. I do not wish to cancel my reservation. I did receive numerous crank calls from a number which left no messages on my voice-mail identifying themselves as Expedia Inc. or leaving any kind of message at all. I would like Expedia to refund the full amount of $91.55 that I have already paid. I deserve this, because my family had to incur the hardships this one reservation has cost us. My families’ hourly rate of income is $55. I don’t know what Expedia's hourly rate of pay is but I can assume that it is much less than that. We have had to spend many hours on this ridiculous problem that is completely an internal Expedia issue. Expedia, or any company in the U.S., should never be allowed to charge a customer for their own internal mistakes. However, that is just what Expedia has tried to do. Expedia is trying to steal from my family. To this date Expedia has never offered to refund any overcharges due to their employees’ carelessness. I know of no ethical business practices that allow a company to demand the customer pay for their company's mistakes. I find the offer of goodwill to have me pay Expedia more money for the hardship of all the lost hours that I have had to endure to be repugnant and unethical. I have brought this case to the attention of the Revdex.com. Not only to receive a refund, but to also make Expedia and other people aware of Expedia's disrepute. It is obvious to me that Expedia is conducting their company in disreputable business practices. I thought I had made it clear, before, that I have no wish to do any further business with Expedia Inc. My family has to travel cross country extensively throughout the year for personal reasons. We have to make many reservations, costing many thousands of dollars, this coming year and none of it will be through Expedia or any of their affiliates. We absolutely do not, and never will, trust Expedia or any other disreputable company with helping me to make those travel arrangements. I have in fact already made further reservations with Expedia's largest competitor as Expedia obviously can never be trusted. I will make sure that my immediate family, extended family, and friends know of just how intolerably insulted I have been by this experience. A full refund of the monies I entrusted to Expedia in U.S. dollars, and not a travel coupon where I will only have to spend more money with Expedia in order to receive any reparation. That is the least that Expedia could begin to offer me to make amends.
With all sincerity, Mrs. [redacted]

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]

May 26, 2015 Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O-[redacted]Dear Revdex.com,Thank you for allowing us to address [redacted]’s concerns. At Expedia, we takecustomer complaints and feedback seriously, and are committed to providing ourcustomers a great experience from booking to stay. Because we value Ms. [redacted]as a customer and regret the experience she reports, we issued a travel couponvalued at $50.00 because we were unable to conclude that she was overcharged byExpedia. We also contacted the [redacted], and confirmed that the reservation was utilized in full. Assuch, we are unable to offer a full refund for this booking. We thank you for allowing us the opportunity to address the issues that werebrought to our attention. If you have any further questions or concernsregarding this matter, please feel free to contact us. Sincerely,Marlon J[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

August 13, 2015 Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O-[redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint #[redacted].) We regret to hear Mr. [redacted] did not accept our response and/or resolution offered. Our records show on July 17, 2015, Mr. [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted], with a travel commencing on July 26, 2015 and ending July 27, 2015 under email address lisam[redacted]@gmail.com. We understand from Mr. [redacted]’s complaint, after realizing the wrong dates were booked, he proceeded to contact Expedia’s customer support for assistance. Mr. [redacted] is requesting a full refund for the unused hotel reservation. Upon researching the customer’s complaint, we can confirm Mr. [redacted] brought this matter to our attention on July 17, 2015. Expedia proceeded to advocate on the customer’s behalf by contacting the hotel regarding the refund request. The hotel advised Expedia a refund cannot be processed since it was booked as a non-refundable reservation. We can also confirm that throughout the booking process, and in the confirmation page, travel dates were July 26 to July 27, 2015. Mr. [redacted] was also provided with the hotel’s cancelation policy.  Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendor. Expedia can only advocate on the customer’s behalf related to any refund requests. Based on the information provided above, we are unable to honor Mr. [redacted]’s request for a 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, Angel A[redacted]Tier 3 Customer Service