Expedia Inc

August 17, 2016
 
 
 
Revdex.com
Alaska, Oregon & Western Washington
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from...

our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Ms. [redacted] is requesting a refund.  On August 9, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 13, 2016, the customer self-booked a multi flight reservation. Travel is on Alaska Airlines/China Southern Airlines, departing October 25, 2016, from Portland, Oregon to Guangzhou, China. Then departing October 27, 2016, from Guangzhou, China to Siem Reap, Cambodia. Then departing October 30, 2016, from Siem Reap, Cambodia to Kathmandu, Nepal; returning on November 16, 2016, from Kathmandu, Nepal to Portland, Oregon. The reservation also includes the Expedia Stress Free Flight Protection. The customer is stating was only aware of one airline schedule change. The customer is stating they have not received the email confirmation for the flight reservation.
 
From time to time and for a variety of reasons, airlines issue schedule changes.  We understand that these changes can be inconvenient, time consuming and not customer friendly.  However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers.  China Southern Airlines is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Expedia has no control over when or how often an airline initiated schedule change occurs.  Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
 
Only the airline can make changes to a customer’s flights.  These changes are not related to the type of ticket that was purchased or the company they were purchased from.  Airlines rarely tell travel agencies why they make a change.  Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues.
 
Upon further researching this matter, we can confirm on April 25, 2016, the airline sent a notification of an airline schedule change. The customer was sent an automated email. Expedia can confirm there were three more notifications of an airline schedule change. One on July 13, 2016, July 19, 2016 and July 22, 2016. The customer was sent an automated email for each airline schedule change.
On July 22, 2016, the customer contacted Expedia regarding the airline schedule change. Expedia proved the flight option from China Southern Airlines, the customer agreed.
 
On August 3, 2016, the customer contacted Expedia regarding they have not received the email confirmation for the exchanged flight. Expedia advised the customer the airline did not confirm the exchanged flight. Expedia provide the customer with the flight option from China Southern Airlines, the customer agreed.
 
In reviewing the customer’s account the flight is active for travel on October 25, 2016 with China Southern Airlines. Based on the airline policy with China Southern Airlines. The ticket is nonrefundable.
 
Expedia has reviewed the call recordings for July 22, 2016 and August 3, 2016, our agents did recap the flight details to the customer.  The customer did agree, each time the flight details were correct. If the customer needs to make a change to the flight they will be responsible for the change fee of $125.00; plus any fare difference.
 
Expedia cannot provide an updated itinerary at this time; however the customer can view the flight information on the airline website. The customer can also contact China Southern Airlines and they will be able to send an updated itinerary to the customer.
 
We hope the customer understands Expedia has no control over when or how often an airline initiated schedule change occurs. Since the ticket is nonrefundable and China Southern Airlines is the merchant of record.
 
Expedia cannot honor the request for the refund.
 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.   
 
Sincerely,
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:  I have never heard the term “hotel collect” prior to reading the response to my complaint and was not informed of such by the Expedia rep when I made the booking. In fact, the rep, [redacted], informed me on more than one occasion during...

the call that I would not be billed at the time of the booking. In addition to typographical errors, the rep in the response references Travelocity, why is that?  I am requesting that the recording from my phone call to [redacted] be pulled and made available to both the Revdex.com and me as proof. 
Sincerely,
[redacted]

May 26, 2016
 
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 car rental additional charges. 
 
The customer did not provide an itinerary number in association with a car rental, and a search of his email returns several hotel reservations, but none related to cars. 
 
Many items can increase the estimate of an auto itinerary, such as taxes and local fees, gas charges, insurance, and other factors.  The rental company should be informing the customer about each item when they arrive at the rental counter, and getting customer approval on a contract before moving forward with the rental. 
 
Without an actual itinerary to review, it is impossible to speak to specific charges.  However, if the customer would like to provide an itinerary number, we can contact the rental car company and ask for a breakdown of exactly what the extras were the customer was charged for and, if inappropriate, request a review for possible partial refund. 
 
Expedia acts only as a third party intermediary for car rental companies.  Fees for service are collected by the merchant, and we do not have access to the exact additional service fees, outside of the base rental charge, at the time the customer is booking.  If a customer feels the rental company is charging them incorrectly, we encourage the customer to contact Expedia from the vendor’s location and allow us to advocate on their behalf at that time.
 
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

March 15, 2016
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Expedia Case: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] [redacted]. We regret to hear [redacted] [redacted] did not accept our response.
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. As you may know, whenever an itinerary is purchased on Expedia.com, we act as the agent between the client and the vendor. The vendor providing the service provides all the rules and regulations that governed any transactions made on our website. We understand in this case that the insurance that we offered was not accepted by the car rental company; as such we issued a refund of $99.00 to cover the expense. We would like to apologize for the inconvenience that Mr. [redacted] may have experienced, and for any lack of service that he may have received while trying to resolve his issue. It is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr. [redacted] feels Expedia has done so.
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 22, 2016
 
 
Revdex.com
Alaska, Oregon & Western Washington
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number[redacted]) regarding a flight reservation.  We understand Ms. [redacted] is requesting a refund. On August 11, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect March 16, 2016; the customer self-booked a package reservation for [redacted], [redacted] and [redacted]. Travel was on Dynamic Airways, departing June 30, 2016, from New York to Cancun, Mexico; returning on July 7, 2016, from Cancun, Mexico to New York. A hotel stay at the Grand Riviera Princess All Suites Resort & Spa All Inclusive, check-in date June 30, 2016, check-out date July 7, 2016. The package also includes a roundtrip shuttle. The customer is stating due to an airline schedule change their flight was canceled; however the customer has not been refunded for the flight.
 
From time to time and for a variety of reasons, airlines issue schedule changes.  We understand that these changes can be inconvenient, time consuming and not customer friendly.  However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers.  Dynamic Airways was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Expedia has no control over when or how often an airline initiated schedule change occurs.  Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
 
Only the airline can make changes to a customer’s flights.  These changes are not related to the type of ticket that was purchased or the company they were purchased from.  Airlines rarely tell travel agencies why they make a change.  Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues.
 
Upon further researching this matter, we can confirm on May 11, 2016, the airline sent a notification of an airline schedule change. An automated email was sent to the customer. We can confirm there were two more additional airline schedule changes. One on May 15, 2016, and July 7, 2016.
 
On May 16, 2016, the customer contacted Expedia regarding the airline schedule change. Expedia contacted Dynamic Airways; they advised there were two options for the customer. The customer can change the flight date one day before or after the departure of June 30, 2016, or the customer can cancel the flight and Expedia can submit the refund request. The customer requested to cancel the flight and process the refund.
 
In reviewing the customer’s account, on May 16, 2016, Expedia submitted the refund request to Dynamic Airways; however the airline has not authorized the refund request to date.  
 
Once Dynamic Airways, replies to Expedia we will contact the Revdex.com and the customer.
 
Expedia strives to provide the highest level of customer service. We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers. Expedia was not the merchant of record or the company that received the funds.  Until Dynamic Airways authorizes the refund, Expedia cannot honor the request for the refund.
 
If the airline does authorize the refund Dynamic Airways will process the refund back on to the original form of payment. Expedia cannot expedited the refund timeframe from the airlines.
 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
 
Sincerely,
Delia K[redacted]
Tier 3 Customer Service

Revdex.com 1000 Station Drive, Ste.222 Dupont, WA 98327   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 Ms. [redacted] Revdex.com case number [redacted] regarding her reservation. 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

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 Cheonette [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,

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 assuming they will refund me as stated.I have faxed the information needed in addition to attaching the them to this email.Sincerely, [redacted]

November 25, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on March 12, 2015, Ms. [redacted] booked a one-night stay at the [redacted] from March 13, 2015 to March 14, 2015.
We understand from Ms. [redacted] complaint that she booked a double bed reservation, but was issued a room with one bed. She stated that the room was not satisfactory and that the kitchen was unfurnished. Ms. [redacted] also stated that she contacted Expedia and went through the chain of command but, would like to request a refund.
We regret to hear that Ms. [redacted] experience was not to her satisfaction. On November 25, 2015, we contacted the [redacted] to inquire about a refund on Ms. [redacted] behalf. We were advised that there was no record of the customer filing a complaint regarding the condition of her room. We were also informed that Ms. [redacted] had a reservation for a Studio with a king bed and a sofa bed. As a result, a refund was not an option.
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.
Tier 3 Customer Service

September 14, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a reservation booked on Expedia.com.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
 
Tier 3 Customer Service
 %3

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 she initially booked a hotel room "trusting that it was free cancellations." However, when she contacted...

Expedia, the customer service department informed her the reservation could be cancelled but it was a non-refundable purchase.
 
The customer is requesting a full refund of $575.00 USD as she felt the website provides conflicting information surrounding the cancellation policy.
 
Findings:
According to our records, Ms. [redacted]'s reservation was booked online at 09:53 PM CST on 25 August 2016. Itinerary [redacted]/Confirmation [redacted] was booked for an arrival beginning the night of 7 September 2016 for a two-night stay. The cancellation policy agreed to at the time of booking is as follows:
 
 
 
Cancellation and Change Policy: Non RefundableThe room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
Ms. [redacted] did contact our customer care team on 26 August 2016 at 12:49 PM CST to inquire on cancelling the reservation. Initially, the agent advised there would be a full cost of stay penalty if cancelled. Ms. [redacted] declined to pay the penalty and stated she had received an injury that prevented her from travel. As a courtesy, the customer care agent did reach out to the hotel who agreed to waive the penalty as a courtesy.
 
Unfortunately, the notes from this transaction indicate that when the customer care agent returned to the caller, the call had been disconnected and they were unable to update her accordingly. As the call was disconnected and the customer was not available to formally approve the cancellation request once the hotel had agreed to waive the penalty, there were no changes made to the reservation at that time.
 
There were no further notes indicating that Ms. [redacted] attempted to call customer care again to follow up on the outcome of her request. Any email query sent by Ms. [redacted] would have been answered by our booking partners at Hotelsone.com as this was the agency with whom she booked.
 
Resolution:
 
I have fully reviewed the details of the guest’s concern. As the hotel did agree to a refund, we have processed a full credit in the amount of 575.00 USD to the credit card provided at time of booking.
 
This refund will process on our side within 24 hours and will return to the form of payment used at the time of booking within 3-7 days or on the next billing cycle.
 
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
 
Thank you,
 
[redacted]
Customer Relations Specialist
Expedia Affiliate Network

May 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 package reservation.
Our records indicate that on May 7, 2015, the customer booked a package reservation with the assistance of an Expedia representative, for a total of $1534.10; itinerary [redacted]. The package included flights and hotel accommodations. The flight portion of the reservation is with [redacted] from Minneapolis, Minnesota to Las Vegas, Nevada, departing on May 21, 2015, and returning on May 26, 2015. The hotel portion of the booking was with [redacted] Las Vegas, Nevada, for the same dates. We understand the customer is requesting that Expedia honors his Best Price Guarantee (“BPG”) claim, for the price of $1028.00, found on a different website. The customer states that the booking agent advised him his BPG claim will be honored as soon as he submits a claim online and to go ahead and create his reservation with Expedia.
We have verified Mr. [redacted] submitted a BPG claim in association with this itinerary; however, his claim was denied as it did not qualify per the terms and conditions of Expedia’s BPG.
On May 13, 2015, Mr. [redacted] contacted Expedia and cancelled his hotel reservation, receiving a full refund in the amount of $1021.70. As the flight reservation was with a Low Cost Carrier (“LCC”), Expedia was unable to assist with it and referred the customer to the airline carrier, [redacted], for assistance.
Upon receipt of this Revdex.com submission Expedia contacted Mr. [redacted] via phone and he advised us that he utilized his airline tickets and booked a hotel reservation directly with the [redacted]. He provided us with a receipt showing the total amount collected for his reservation is $946.24.
In addition, we reviewed the customer’s BPG submission to verify if our previous decision was made correctly. Per the screenshot the customer provided with his claim, the claim is not eligible for the guarantee due to the following terms and condition not being met:
·         Travel must be completed in accordance with the booked itinerary to be eligible to receive the coupon, refund or credit.
Changed or cancelled bookings are not eligible to receive the coupon.
·         Must be "Apples to Apples" Comparison.  The Best Price Guarantee is available only for exact itinerary matches. For example, the specific airline, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com.
Additionally for flight claims, the itineraries must have the same Cabin Class and Booking Code.
The Cabin Class is First, Business, Premium Economy or Coach/Economy.
The Booking Code is determined by the fare purchased and the airline rules associated, which will be indicated as a letter (L, Y, U, etc.).
The screenshot provided by Mr. [redacted] shows the hotel name and Hotel + Flight price; however, no travel dates, flight details, hotel room type or reservation terms and conditions can be viewed. With all of the above information missing, it is impossible to verify and honor the claim. For the full terms and conditions of Expedia’s BPG please click on the following link:
http://www.expedia.com/p/info-other/guarantees?affcid=network.cj.728579.10645656...⇄ /> In respect to the customer’s statement that Expedia’s booking agent advised him the claim will be honored as soon as it was submitted, we were unable to verify the information provided by our representative during the conversation in question. However, Expedia is willing to issue a refund for the difference of price between the amount of $1458.64 ($512.40 for flights and $946.24 for hotel), incurred by the customer for this package, and the amount of $1028.00 he found on a competitor website, as a gesture of good faith.
A refund in the amount of $430.64 was issued on May 25, 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 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
 %3

Complaint: [redacted]I am rejecting this response because: It is apparent that Expedia can claim that their records indicate anything without actually showing proof, or showing anyone the records. This will be another claim against them that could easily be resolved and will result in the further decline of their business. Sincerely,[redacted]

May 6, 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 Ms. [redacted] is requesting a refund. On April 18, 2016 we received the receipt of her Revdex.com complaint.
Our records reflect on April 13, 2016, the customer self-booked a hotel reservation, using Expedia.com.  The hotel stay was at the Ocean Dunes Resort & Villas, check-in date April 14, 2016, check-out date April 16, 2016.  The customer is stating that once she arrived at the hotel, it was not what it looked like online. 
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.  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 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. Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation.  This gives Expedia the opportunity to provide an appropriate resolution.
Upon further researching this matter, we can confirm on April 14, 2016, the customer contacted Expedia, advising the hotel was not clean and has no power in part of the room.  Our agent contacted the hotel, who advised they will refund the customer for the unused nights; however will be charging her for the first night stay. Our agent advised the customer, she agreed.
Expedia regrets any inconvenience that may have occurred and would like to assure you that your business is important to us.  We appreciate the opportunity to address this issue. As a one-time courtesy, Expedia will refund the customer in the amount of $95.64.
The timeframe will be 5 to 7 business days.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Delia K[redacted]
Tier 3 Customer Service

September 28, 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 [redacted]. We regret to hear Ms. [redacted] did not accept our response.
After further review, we have confirmed on August 22, 2015, one of two sets of tickets was refunded to Ms. [redacted]’s original form of payment. The second set of tickets had not yet been refunded. On September 28, 2015, our office issued a refund in the amount of $851.30 to Ms. [redacted]’s original form of payment. Refunds like this usually take between 3-7 business days to post to individual accounts, depending on how quickly her credit card company processes refunds. We apologize for the delay in addressing this issue.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

October 7, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time...

to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Ms. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. On October 7, 2016, Expedia processed 3 refunds in the amount of $311.16 each for the 3 rooms being refunded back to the customer’s original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refunds.
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

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

June 21, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding their reservation.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

December 4, 2015 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time...

to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Ms. [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. Our records indicate on October 2, 2015, Ms. [redacted] booked a hotel reservation with accommodations at the Days Inn Nashville-Airport from October 21, 2015, to October 24, 2015.. We understand from the complaint, the customer is requesting a refund due to additional charges incurred. Upon receipt of the Revdex.com submission, we have verified on March 8, 2014, the customer contacted Expedia requesting an early check-in along with a request for a crib and refrigerator in her room. We apologize for the misinformation she received as she was not informed this was based on availability. However on October 21, 2015, the customer received a full refund in the amount of $256.41 with all hotel cancellation fees waived. In addition the customer received a $50 Travel Coupon. We apologize for any inconvenience that may have occurred. As this issue has been resolved, no further compensation will be provided. 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

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,