Expedia Inc

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]

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

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

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]

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: 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]

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

Complaint: [redacted]
I am rejecting this response because attached are Expedia emails showing that I could cancel until May 1st 2017. On their email they again say that I could cancel until Abril 30th, but that is not true and I have all the emails sent by Expedia themselves, saying that I could cancel until May 1st 2017.I was stuck with that hotel because Expedia did not comply with what was agreed when I made the reservation.Thanks Revdex.com for helping the little guy when larger companies like Expedia are out there to get you.
Sincerely,
[redacted]

Hello,I am not asking for a copy of the call. I am asking for the name (first, last or both) of the airline representative that the Expedia representative spoke to. Expedia was not been forth coming and up until this complaint was filed with Revdex.com, I called Expedia and was on phone calls for long periods of time, and writing emails explaining this situation to various Expedia employees and was told that someone would reach me at a later time to give me the information I needed to proceed with Avianca to request a reimbursement for the $450 penalty fee.  It was until I got no response about this matter from Expedia and hence Avianca closed my case, that I filed with Revdex.com. This has turned into some type of 'playing telephone' situation. Expedia is not willing to take responsibility for the fact that I have lost my right as a client to file for a reimbursement for the penalty fees. Because Expedia made the call to Avianca and because Expedia claimed that Avianca miss informed them about cancelling my flights before I was able to submit the online reimbursement request from Avianca, and also because Expedia has not given me the information that Avianca is requesting in order for them to proceed, I ask Expedia to held responsible for the limitation that I am facing as a client.  Revdex.com, please advice,Kindly,[redacted] Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

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] Expedia, Inc. is once again responding to the consumer complaint from Ms. [redacted] (Revdex.com Complaint ID [redacted]) regarding a reservation. As previously stated, Expedia has been unable to locate any information regarding a flight reservation for what the customer has stated in the complaint. We have checked our system for any details that could possibly be linked to a transaction made by the customer and nothing has been found. I’ve personally checked Expedia’s credit card authorization information and did not find anything pertaining to a transaction for Ms. [redacted] from the information gathered from the screenshot provided. Although this seems to be a legitimate Expedia transaction this is not under an account for Ms. [redacted] That being said, Expedia will gladly provide Ms. [redacted] with a $100.00 Expedia coupon for a future package or hotel booking for the time spent dealing with this issue. The coupon is available immediately and will appear in the booking path for your next qualified reservation from your personal Expedia account under the email address provided, and it is valid until one year from the date of this letter. You may also use the coupon when booking over the phone with Expedia customer support. We would like to advise Ms. [redacted] there would be no negotiating regarding this issue. We will also move forward and ask that the Revdex.com closes this case due to lack of information for this case. 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] Tier 3 Customer Service

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

Hello Revdex.com, I am pleased to provide assistance with case #[redacted]. Below are the findings and resolution to the case: Customer Complaint: The customer stated he needed to check-out of the hotel on May 30, 2016, which was 1 night before the end of his reservation. He was anticipating a...

refund for the unused night. The customer is requesting a refund of 111.56 USD for the unused night. Findings: According to our records, the Cancellation Policy agreed upon at the time of booking was, “We understand that sometimes your travel plans change. We do not charge a change or cancel fee. However, this property ([redacted] BCN by HC) imposes the following penalty to its customers that we are required to pass on: Cancellations or changes made after 6:00 PM ((GMT+01:00) Brussels, Copenhagen, Madrid, Paris) on May 27, 2016, or no-shows, are subject to a 1 Night Room & Tax penalty.”  We were first notified of the early check-out on June 1, 2016, which is the day after the original check-out date. If we are notified of an issue when it arises, we may have more options available to us. However, once the stay is completed, our options become very limited. As a courtesy, we contacted the property on June 1, 2016 to determine if a refund would be available for the unused night. The property staff stated they would be charging for the entire reservation in accordance with the cancellation policy agreed to at the time of booking.   Resolution: As the property has billed in full for the reservation and we were not notified of the early check-out when the issue arose; unfortunately, we are unable to offer a refund as requested. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Thank you,Ben T.Customer Relations Specialist

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]

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. While I'm of course disappointed by Expedia's decision, I don't feel that continuing to pursue this will result in anything other than frustration on my part and continued delays by Expedia. It appears they will find any excuse to deny these claims - even in their rebuttal they said that after I resubmitted the documents they would be contacting me the next day, when again I had to contact them three days later to get any sort of response, and their denial reason at that time was that [redacted] was not a site they would guarantee from because it was a "consolidator site". Now they say the reason it was denied was due to the room types not being exactly identical and that the cancellation policy was not shown on my screen shots - I'm pretty sure if I submitted this a third time I'd get yet another completely different reason why it wasn't a valid claim. At this point I just want to enjoy my upcoming vacation and forget that I ever booked this with Expedia!Again, I'm terribly disappointed in Expedia's obvious lack of customer service here, and while I have been a loyal Silver+ member for many years I will have to give serious consideration to ever booking with them again.Sincerely, [redacted]

November 15, 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.
Our records reflect that on November 11, 2016, Ms. [redacted] booked a four night stay at the [redacted] from January 3, 2017, through January 7, 2016. We understand from Mr. [redacted]’s complaint that she submitted a price match request under our Best Price Guarantee Promotion. (When a customer finds a lower rate online for the same trip they booked with us we will refund the difference. Some claims also qualify for a $50.00 coupon for future travel).
We understand from Ms. [redacted] that based on the results of her request, she has canceled her booking and booked with a different provider. She explained that Expedia did not properly compare the two bookings and should have honored the price match request. We regret any misunderstanding in regards to Ms. [redacted] request. As the booking has now been canceled, we are unable to consider a price match. However; because we value Ms. [redacted] as a customer and regret the experience she reports, we have already undertaken an exception to resolve her complaint. As an offer of goodwill, we would like to offer a $100.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. This coupon is available within the customer’s account for immediate use and is valid for one year from the date of issue. We hope that Ms. [redacted] will allow us the opportunity to improve upon your experience in the future.
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 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

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

June 21, 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. I’ve personally checked the customer’s account regarding the three things mentioned in the last complaint and I would like to provide clarity to some of Ms. [redacted]’s misconceptions. On June 23rd, 2016 the Expedia agent Ms. [redacted] spoke to, placed an Expedia coupon which is immediately available on the customer’s Expedia account. If you are still unable to locate it through your account, you may contact us by phone so we may advise you where you can find the coupon, or you may use the coupon by booking with an agent by phone. Regarding the charge you mentioned of $300.00USD, this is actually the amount charged for the difference in fare from the original tickets for [redacted] and [redacted], to the new ticket price. The actual amount charged for the difference in fare was $268.82USD. Once again we remind the customer; the airline waived the exchange fees only and not the difference in fare. Lastly, the exchange of the two tickets was fully completed on May 24th, 2016. Even though the customer’s itinerary on Expedia.com does not update the changes have been made. Ms. [redacted] may view the updated itinerary for [redacted] and [redacted] on United Airlines website or contact them by phone to reconfirm. I have already emailed the customer the ticket numbers for both passengers. That being said, we do regret any inconvenience Ms. [redacted] has encountered in resolving this matter. Based on the information provided above, 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] Tier 3 Customer Service