Expedia Inc

Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for your response. We have reviewed the documentation/new information provided to further address [redacted] concerns.
As a one-time courtesy, Expedia will refund the amount of $29.00USD for the shuttle service.  The timeframe for the refund will be 5 to 7 business days.
We thank you for allowing us to address this matter further. 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

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

Expedia agreed to refund me,so I don't need to argue with them again,please close the case  #[redacted].

October 24, 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. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a pending authorizations.  The information provided in your comments was not linked to an account or itinerary. We ask that you please provide us with an itinerary number or the email address used to make your reservation so that we may fully investigate this matter further. 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, Kiki R[redacted] Corporate Customer Service

August 9, 2016
 
 
 
Revdex.com
Alaska, Oregon & Western Washington
 
 
Complaint Department
Re: Expedia Case #: O-[redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact [redacted] regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package reservation.  We understand [redacted] is requesting for compensation. On August 2, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on June 22, 2016, an agent assisted the customer book two package reservations. The first reservation is for [redacted]. Travel was on United Airlines, departing July 28, 2016, from Los Angeles, California to Cancun, Mexico; returning on August 4, 2016, from Cancun, Mexico to Los Angeles, California. A hotel stay at the Great Parnassus Family Resort-All Inclusive, check-in date July 28, 2016, check-out date August 4, 2016. Itinerary Number: [redacted].
 
The second reservation is for [redacted] and [redacted]  Travel was on United Airlines, departing July 28, 2016, from Los Angeles, California to Cancun, Mexico; returning on August 4, 2016, from Cancun, Mexico to Los Angeles, California. A hotel stay at the Great Parnassus Family Resort-All Inclusive, check-in date July 28, 2016, check-out date August 4, 2016. Itinerary Number: [redacted]. The customer is stating the agent who assisted them book the reservation entered one of the traveler’s last name incorrectly.
 
Upon further researching this matter, we can confirm on June 22, 2016, the customer contacted Expedia, advising that the agent who assisted them book the reservations entered the last name incorrectly for Ingrid. The customer advised the last name should be [redacted]. Expedia advised the customer the best option would be to cancel and rebook the package reservation for itinerary number [redacted].
 
Expedia advised the customer the hotel would be refunded and the timeframe would be up to 5 to 7 business days, and the pending authorization for the airline tickets would fall off up to 24 to 48-hours. The customer agreed and requested the refund to be expedited. Expedia advised the customer we could not expedite the refund timeframe, the customer understood.
 
The customer requested for both package reservations to be canceled and refunded. Expedia voided all the airline tickets and refunded the customer for the hotel bookings.
 
In reviewing the customer’s account, the customer was refunded on June 22, 2016, in the total amount of $6,573.72. Expedia apologize for any inconvenience this may have caused and would like to assure you that your business is important to us.
 
Since the customer was refunded in full for both reservations. Expedia cannot honor the request for the compensation.
 
Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue further
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
 
Sincerely,
Delia K[redacted]
Tier 3 Customer Service

August 24, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

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

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,

June 6, 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 package reservation.  We understand Ms. [redacted] is requesting a full refund. On May 30, 2017, we received receipt of the Revdex.com complaint.
 
On June 2, 2017, Expedia sent an email to [redacted]@gmail.com; which is linked to the customer’s account requesting that the customer send the original confirmation email that was sent on June 24, 2016. Expedia request that the customer also send a copy of the billing statement reflecting the charges for each booking.
 
The customer can send the information via the Revdex.com link.
 
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
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,

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

March 7, 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 a car rental issue. We understand customer is requesting a refund because he was not provided the size of car he rented. On March 3, 2016 we attempted to contact Mr. [redacted] to acknowledge receipt of their Revdex.com complaint.
Our records indicate on February 2, 2016 the customer accessed Expedia.ca to book a car through Thrifty Car Rentals to pick up on February 7, 2016 in Los Angeles, California and returning on February 14, 2016.  The rental itinerary # [redacted] was for a compact or larger “wild card” rental.  The Thrifty Wild Card promotion allows the local vendor to choose the car they will provide to the customer according to their availability when the customer arrives.  The customer is stating Thrifty provided an Economy car, a Chevrolet Spark, rather than a compact or larger as stated by vendor.
On March 7, 2016 we contacted Thrifty Customer Service to advocate on behalf of the customer and received the following information:
Thrifty states they do not provide cars smaller than a Compact, which is within the terms of the Wild Card promotion.
They show the customer was provided a Hyundai Accent which is a Compact, by their standard, and fits the parameters of the program terms and conditions, with seating for 5 and holding 2 bags. 
They would not agree to a refund.
Expedia.com serves only as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners.
Due to the response and decision of Thrifty Rentals we are unable to offer a refund for this itinerary. We regret that our response cannot be more favorable.
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

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

April 25, 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 from Mrs. [redacted]’s complaint that she attempted to book flights for she and her husband. She stated that the screen froze for a couple of minutes during her purchase then a message appeared that the price had increased. Mrs. [redacted] says that she ended the session and booked elsewhere only to discover days later that Expedia charged for the tickets. Mrs. [redacted] is requesting a refund of $679.00, which is what she says Expedia charged for the flights.
After review, we contacted Mrs. [redacted] by phone to get more information. She informed us that her husband contacted our office recently and was able to reach a satisfactory resolution with Expedia representatives. As such, the matter is considered resolved.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me assuming they will refund me as stated.I have faxed the information needed in addition to attaching the them to this email.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: 
I apologize for the late reply. We didn't see this email.
 
They are not being truthful. They assured us we were getting swim up suites. They assured us that phone call was recorded. Furthermore, we told them we did not want to book UNLESS we had swim up suites. This trip would not have been taken at all except they assured us we had those suites.
 
The last date we spoke with Expedia, they confirmed by phone that we did pay for those suites. The resort cannot confirm or deny either way because they are not involved with what Expedia charges. They could only tell us we did, in fact, overpay for the suites we got based on resort prices. Now... Why would we pay more through Expedia? Only one reason.. We paid for a swim up suite.
 
I think Expedia should have to present their records of pricing back on the date we booked.
 
They can simply deny any wrongdoing and that's it?  Sincerely,[redacted]

May 16, 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

September 14, 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 obtaining a receipt for a recent booking.  We understand the customer is requesting a detailed invoice and or itemized receipt. On September 3, 2015, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint. The customer could not be reached and a voicemail was left.
 
Our records indicate on June 27, 2015, the customer self-booked a hotel reservation, itinerary number [redacted], using Expedia website.  The hotel reservation was for the [redacted] in Copperas Cove, Texas, checking-in on June 30, 2015, and checking out on July 3, 2015. The total cost of this reservation was $223.71
We can confirm the customer contacted us on July 6, 2015, requesting an itemized receipt. As Expedia does not collect a “tax” from our customers that are remitted directly to a taxing authority, we are unable to provide an itemized receipt. Instead, the print-out of the customer’s confirmation itinerary is proof of their reservation and payment.  On our website, we do allow the customer to print a receipt for their records via the face of their itinerary. The customer will need to sign into his Expedia.com account, and then select the itinerary in which he requires a receipt. He will then select the printer icon on the top right of the itinerary and it will provide an option to “Print a Receipt”.
 
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,
Britt M[redacted]
Tier 3 Customer Service

August 6, 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 her 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