Expedia Inc

Complaint: [redacted]I am rejecting this response because: Expedia states it needs more time to resolve this issue, therefore, issue is not yet resolved. Sincerely,[redacted]

Revdex.com
May 02, 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.com regarding an issue from our customer. ...

We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a tour booking.  We understand Mr. [redacted] is currently requesting a refund of $66.00USD.  The customer stated he arrived for the tour on February 17, 2016, but was advised by the vendor there was no tour scheduled for that date.  On February 19, 2016, per Mr. [redacted], he contacted Expedia.com customer service and requested a full refund of the booking, and the agent advised, he would receive a confirmation of the refund in addition to a $50.00USD coupon, due to the inconvenience.  However, the customer states the refund was never issued by Expedia.com and he had to contact Expedia.com via phone on April 11, 2016, to follow up on the refund status.  On the call, the customer stated he was promised a call back within 4 hours, which never happened.  Therefore, no resolution has been provided by Expedia.com.  On April 13, 2016, we received receipt of the Revdex.com complaint.
On February 03, 2016, our records indicate the customer self-booked an activity reservation for three travelers via Expedia.com, itinerary [redacted] with Daytona International Speedway Tour, for a total of $66.00USD.  The activity was scheduled for February 17, 2016, at 10:00AM.
Our records indicate between February 18, 2016 and April 27, 2016, the customer contacted Expedia.com customer service department to request a refund of the booking.  No action was taken by our agents during the first two calls, as the agents were not able to reach out to the vendor to validate the customer’s complaint. On April 26, 2016, Expedia.com sent the customer a notification via e-mail advising the vendor had denied the refund.  Apparently there was misunderstanding from the vendor which led them to deny the refund.
In reviewing the customer’s account, we have verified there was a content error in the tickets issued via itinerary [redacted].  We have confirmed with the ticketing department of Daytona International Speedway Tour, there were no tours scheduled for the date the customer booked.  We also confirmed on April 27, 2016, Expedia.com processed a $66.00USD refund back to the original form of payment, in addition to adding a $50.00USD coupon into the customer’s account due to the inconvenience. The refund will reflect on the customer’s original form of payment within 3-5 business days.
Expedia is committed to providing an excellent standard of service to our customers.  However, there are times when we are unable to reach all of their expectations.  We apologize that the customer service Mr. [redacted] has received did not reflect this.  The feedback that Mr. [redacted] has provided to us will be helpful in looking at our customer service and gauging our customer’s satisfaction and perceptions.  For your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers.
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,
Misleide B[redacted]
Tier 3 - Customer Service

I reserve/booked a rental car through expedia travel agency ,on 11/20/16 for a total of $115.88.Upon booking I was sent a conformation email with all rule and restriction.After picking up and dropping off the car  i was presented with a bill of $324.50.I ask the car rental company as to why the bill was different than what was confirmed by Expedia  .they told me I had to pay an insurance fee of $44+tax per day.I said to the gentleman I wasn't  told nor was it written about those extra fee.I however called expedia given the fact that I rented the car through them ..they told me that info should of been in the conformation email that they sent me.I re-send a copy of the conformation email  as prove that no insurance fee was written.no one at expedia return my called .I called several times and they told that they cannot refund me.below is a copy of the bills that was advertised and the bill the car company charge me.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]I am rejecting this response because:It does not address the fundamental issue.  Did Expedia communicate the vendor within 24 hours of our arrival?  If so, why can't Expedia produce proof?  The vendor claimed Expedia never confirmed the reservations within 24 hours of our arrival.  Additionally, we rented two vehicles as originally intended since we had two unique Itineraries, but the additional rental, Expedia Itinerary #[redacted], was not reimbursed or addressed.I understand that Expedia has already refunded the amount originally proposed, which does not include the difference for the higher taxes paid due to the difference in cost.  By now I can tell you my wife and I have collectively spent 15 hours which comes out at $975 at our current pay rate.  Sincerely,

October 13, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O-[redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention. Expedia 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 complaint #[redacted]) regarding the refund request.   Our records show on May 16, 2015, Mr. [redacted] self-booked an Expedia.com flight reservation via booking number [redacted], with a travel date as August 23, 2015 in the amount of $387.20. We understand from Mr. [redacted] complaint, he called to cancel his flight and was never advised of the change fee. The customer also stated after trying to rebook his flight, the rebooking fee was more than the value of his original ticket. The customer is requesting a refund of the amount paid for his flight reservation due to thelack of information received at the time of cancelation. Upon researching the customer’s complaint, we can confirm Mr. [redacted] brought this matter to our attention on October 2, 2015. The customer was advised based on the airline’s cancelation and change policies, his flight ticket had no value due to a higher amount of the change fee. Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the change and cancelation policies of that particular vendor. Expedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasing. We provideselection details on several pages for the customer to review.  Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a one-time courtesy, a $387.20 refund has been processed back to the original form of payment. As a refund has been given and the issue has been resolved to Mr. [redacted] desired outcome, 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,Angel A[redacted]Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
1st: I did contact with the hotel once I got trouble with my room, I requested change a room but the hotel send a electronic repair man to fix the room power. But who will like to stay in a room with NO air conditioner, NO power , NO TV, NO WiFi for hours at the temperature as 90 degrees F? 
2nd: It took 3 hours for a dinner because the restaurant lost my orders, we had to reorder and after that we had to discuss the bill with the restaurant for the meal we did not get. I back to room almost 10pm and had a early flight to catch the next morning.
No one wants to claim for a unpleasant trip, but it is really frustrated me and ruined my trip. Expedia is the agency with the hotel so Expedia has the responsibility to coordinate. As a customer booked with Expedia, I already did what I should do: contacted with hotel at the first time.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
If you paid for something and it did not meet your expectations or was of good quality wouldn't you want your money back? I made the reservation online not knowing what The Garfield Suites Hotel looked like on the inside and outside. The pictures on the internet looked like the hotel might be a decent hotel but upon arrival it did not look as it was pictured. I was deceived by the pictures. If I had known what this hotel looked like before arrival, I would have never made the reservation. I called  Garfield Suites to ask them if they could refund my money and they said I would have to call Expedia to get my money back. When I called Expedia, they said I had to call The Garfield Suites hotel to get my money back. So which one is it? Both Expedia and the Garfield Suites hotel said I have to call one another, just giving me the run around. I called the hotel to let them know I was canceling the reservation so they could have rented it to another guest. I didn't like the quality of the hotel so I didn't stay there. I should not have to pay for a room I did not want to stay in because it didn't meet my standards. 
Sincerely,[redacted]

September 15, 2017 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department   Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Inc.is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand the Mr. [redacted] is seeking a refund for a hotel reservation booked using Expedia Inc.   We researched this matter further and our records show a reservation for the Quality Inn Suites, was booked on July 6, 2017 for four standard rooms. We understand Mr. [redacted] contacted Expedia Inc. to request a refund of one of the rooms on August 20-28. Our agents documented they contacted the hotel to advocate on the customer’s behalf for a refund, and regrettably the hotel denied the request to waive the penalty, and would not approve a refund in this matter. The terms and conditions on the booking indicated:    The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.   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. We hope you understand that we must adhere to the rules and regulations of the hotel, including their cancellation and refund policies.   However taking into account your experience we would like to provide you with a $100.00 coupon valid towards the future purchase of an Expedia Special Rate hotel reservation.  To make use of this coupon, we would ask that you create an Expedia account online, as your recent reservation was made using a guest account.    After creating an account, please contact our customer service representatives at 1-800-EXPEDIA (1-800-397-3342). Our agents are available 24 hours a day, seven days a week.  Once the coupon is saved in your account, it will appear automatically in the booking path for qualified reservations, and will be valid for one year from the date of your call.  You may use the coupon either by booking your own reservation online or by calling our customer service representatives to assist you with your booking.     We hope you 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, Kiki R[redacted] Corporate Customer Service

July 27, 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 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 16, 2016, we received receipt of the Revdex.com complaint.
 
 
Our records reflect on July 15, 2016, the customer self-booked a one-way flight reservation using Expedia.com.  The customer is stating, they contacted Expedia to cancel the reservation.  The customer is also stating, they were advised by Expedia; they were encountering an error and were not able to cancel the reservation.
 
Upon further researching this matter, we can confirm on July 16, 2016, the customer contacted Expedia wanting to cancel the flight reservation.  Expedia advised they were encountering a system error.  Expedia advised the customer, they would need to contact the airline; due to the airline had changed the ticket status.  Expedia contacted Swiss International Air Lines, they advised, they were able to change the ticket back to open.
 
In reviewing the customer’s account the ticket was canceled and voided on July 16, 2016.  The amount of $757.96 was a pending authorization and would have fallen off the customer’s credit card or bank account within 24 to 48 hours.
 
Expedia requests for the customer to review his billing statement for July 2016.
 
Expedia serves as a third-party intermediary for travel providers such as hotels, care rental agencies, and airlines, and are subject to the rules and restrictions of those providers.  When a customer makes a purchase, Expedia applies a credit authorization toward the credit card to determine if the card is valid. This is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is different. Although the credit card authorization is attempted on our website, they are not charges from Expedia
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
Delia K[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. Sincerely, [redacted]

June 2, 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 Mr. [redacted] is requesting Expedia exchange the flight dates. On May 17, 2016, we received the receipt of the Revdex.com complaint.
 
Our records reflect on September 27, 2015, the customer self-booked a package reservation for [redacted] [redacted] [redacted] and [redacted] [redacted], using Expedia.com.  Travel was on United Airlines, departing April 16, 2016, from St. Louis, Missouri to Boston, Massachusetts; returning on April 19, 2016, from Boston, Massachusetts to St. Louis, Missouri. The hotel stay at the Boston Hotel Buckminster, check-in date April 16, 2016, check-out date April 19, 2016. Also included is the travel protection. The customer is stating, they had to cancel the reservation and were advised of a flight credit. The customer is stating that they have contacted Expedia several times to rebook using the flight credit; however the new tickets have not been confirmed.
 
Upon further researching this matter, we can confirm on May 15, 2016, the customer contacted Expedia, wanting to rebook using the flight credit for only [redacted] [redacted] and [redacted] [redacted]. The customer wanted the new dates for May 24, 2016, from St. Louis, Missouri to Pensacola, Florida; returning on May 29, 2016, from Pensacola, Florida to St. Louis, Missouri. Our agent advised the customer the change fee would be $200.00 per person and any fare difference. The customer understood and agreed to the fare amount.   While processing the exchange, our agent encountered an error and was able to place a temporary hold on the new tickets. Our agent advised the customer Expedia would contact him once the tickets were booked and confirmed. 
 
On May 16, 2016, the customer contacted Expedia, inquiring about the new flight. Our agent advised, the tickets were not booked as the price was now higher and needed to charge the customer the higher price. The customer declined to pay the higher amount and requested a supervisor. Our agent transferred the customer to a supervisor; however the customer was no longer on the line. Our supervisor did contact the customer; however only received a voice message.  The supervisor did leave a voice message for the customer advising to contact Expedia back.
 
On May 19, 2016, the customer contacted Expedia, requesting that we cover the additional amount for the higher fare price. Our agent was able to cover the additional amount and rebooked the new dates for May 24, 2016, from St. Louis, Missouri to Pensacola, Florida with United Airlines; returning on May 29, 2016, from Pensacola, Florida to St. Louis, Missouri with American Airlines.
 
In reviewing the account for the customer, Expedia can confirm the flight credit for [redacted] [redacted] and [redacted] [redacted] were used for the new flight dates for May 24, 2016, from St. Louis, Missouri to Pensacola, Florida with United Airlines; returning on May 29, 2016, from Pensacola, Florida to St. Louis, Missouri with American Airlines.
 
Since the issue was resolved on May 19, 2016 via our Expedia Customer Support Center, we consider this matter as 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,
Delia K[redacted]
Tier 3 Customer Service

February 26, 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 case ID [redacted]) regarding a flight reservation. Our records indicate on January 19, 2016, the customer self-booked a non-refundable flight reservation using the Expedia.com website. We understand from the complaint, the customer is requesting her submission for the Best Price Guarantee be approved. Upon receipt of the Revdex.com submission, we have verified the customer submitted her request, however Expedia replied to the customer stating her submission was denied. The denial was based on the submitted price match was not for an identical flight. Prior to the customer entering her credit card information she agreed to the flights chosen and the airline terms and agreements. However as one-time courtesy, Expedia processed a refund in the amount of $240.00 back to the customer’s original form of payment. 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]

Complaint: [redacted]I am rejecting this response because:CHANGES: ANY TIME:CHARGE USD 135.00 FOR REISSUE/REVALIDATION.AFTER DEPARTURE-THE ITINERARY MUST BE RE-PRICED USING HISTORICAL FARES IN EFFECT ON THE ORIGINAL TICKETING DATE. THE NEW ITINERARY MUST MEET ALL THE RULE PROVISIONS OF THE NEWLY TICKETED FARES SUCH THAT THE RECALCULATED FARE COULD HAVE BEEN USED FOR THE NEW ITINERARY IF PURCHASED ON THE ORIGINAL TICKET ISSUE DATE NEW FARE MAY BE EQUAL OR HIGHER. WHEN THE NEW ITINERARY RESULTS IN A HIGHER FARE THE DIFFERENCE WILL BE COLLECTED AND THE CHANGE FEE WILL BE APPLIEDThe response to my request for change of itinerary from Expedia is not conformant with their stated policy. I did not purchase the original on a discount price and so the new fare should be reflective of the 'normal' price. I understand that there could be some adjustment (up/down) on price plus the fine. But the response that I have used up all the money on the outbound flight is not acceptable.  Sincerely,[redacted]

TDecember 12, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr. ***. Expedia, Inc. is responding to the consumer complaint from Mr. *** *** (Revdex.com ID number ***) regarding a hotel reservation. Our records indicate on December 9, 2014, the customer self-booked a reservation using the Expedia.com website. We understand from the complaint, the customer is requesting a refund. As per the customer’s detail of the issues, Expedia initially contacted the hotel directly on behalf of the customer requesting charges be waived by the hotel for changes the customer was requesting. The hotel agreed at that time and the customer was advised the reservation was now directly with the hotel. Later that year, the customer made changes once again directly with the hotel. 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. We do not own or operate any hotels, and we do not set any cancellation or refund policies. Expedia is unable to refund the customer as this reservation was changed to a hotel direct reservation. The customer would need to contact the hotel. 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*** Tier 3 Customer Service

December 20, 2017   Revdex.com Expedia – DuPont, WA Complaint Department   Re: Expedia Case #: [redacted]   Dear Revdex.com,   Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate the Revdex.com allowing us to...

address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.   Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund.   Our records indicate that on June 7, 2017, Mr. [redacted] or an authorized user of the account booked a two night stay online via Expedia.com at the Hyatt Place Lakeland Center, checking in on December 8, 2017, and checking out on December 10, 2017, via itinerary [redacted]. The reservation was a “hotel collect” reservation, meaning any funds would be collected directly by the property. Expedia did not collect any funds on this reservation.   We understand from Mr. [redacted]’s complaint that you claim that the hotel failed to control their guest during your stay and are seeking a full refund.   Upon receipt of this matter, we investigated the issues which were brought to our attention. We can confirm that on December 11, 2017, Mr. [redacted] contacted Expedia’s customer service department for assistance with seeking a full refund for his hotel reservation. At that time, our representative reached out to the hotel and advocated on his behalf to see if they would allow a full refund. Our representative was advised that the hotel will approve a refund for one night only. This information was conveyed to Mr. [redacted].   Expedia is 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. Hyatt Place Lakeland Center was the merchant of record (the company who charged Mr. [redacted]’s card) and as such accepted the funds for his purchase. Mr. [redacted] will also see the hotel's name in the transaction information of her bank statement. As Hyatt Place Lakeland Center was the merchant of record, they are also the party who processed the appropriate refund to Mr. [redacted].   Further, our Terms of Use provide:   The carriers, hotels and other suppliers providing travel or other services on the Services are independent contractors and not agents or employees of the Expedia Companies. The 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 from. The 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 control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.   Based on the above, Expedia is unable to honor Mr. [redacted]’s refund request beyond what has already been refunded. Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.     Sincerely,   LaToya J[redacted] Corporate Customer Service

April 3, 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 car reservation.  We understand Mr. [redacted] is requesting a refund. On March 26, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on February 8, 2016, the customer self-booked two package reservations. The first one for [redacted] and [redacted], a hotel stay at the [redacted]-All Inclusive with two rooms check-in date December 26, 2016, check-out date December 31, 2016. The package includes a car rental with [redacted] in Cancun, Mexico. The package includes the car rental insurance, via itinerary number [redacted].
 
The second reservation for Adele [redacted], a hotel stay at the [redacted]-All Inclusive. The package includes a car rental with [redacted] in Cancun, Mexico, via itinerary number [redacted]. The customer is stating that one of the car reservations did not include the car rental insurance and did not have the same pick-up and drop-off times as the other itinerary.
 
Upon further researching the matter, we can confirm on December 14, 2016, the customer contacted Expedia to change the pick-up and drop-off times for the itinerary number [redacted] only. The customer wanted to pick up at 5:30pm and drop off at 3:00pm. Expedia contacted the vendor; they advised that they could hold the car for 6-hours; however they could not guarantee it. The customer understood and advised they would contact the vendor directly.
 
Expedia was able to review the customer’s booking session that was made on February 8, 2016. During the booking path on our website the customer selected the pick-up and drop-off times for 11:00am for the itinerary number [redacted]. The customer selected the pick-up for 6:00pm and drop-off times for 3:00pm for the itinerary number [redacted]. The customer only added the car rental insurance and was charged once for the insurance for the itinerary number [redacted].
 
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. Each vendor has its own specific set of policies and procedures as does each booking purchased.
 
We hope the customer understands 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]
Corporate Customer Service

August 21, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]). We understand the customer is requesting assisting regarding recent phone calls.Expedia appreciates the customer reaching out to us regarding a phone call they received or a similar message from Expedia Canada or Expedia U.S. We are writing to confirm that these phone calls were neither generated nor authorized by Expedia. We have identified this incident as a telephone phishing scam targeting Canadian and possibly US residents. Our information security team has indicated that there has been no data breach by Expedia as the phone calls are targeting Canadians in general – not just Expedia customers. In fact, many of the complaints we are receiving are from non-Expedia customers.This scam is using the Expedia name in an illegal manner. We can assure you that Expedia has reported this fraudulent activity to Canadian and U.S. law enforcement. We suggest the customer do the same and visit one of the following website to report the incident as well -• For Canadian residents: Canadian Anti-Fraud Centre (http://www.antifraudcentre-centreantifraude.ca/english/documents/victimguide.pd...⇄ For U.S. residents: Federal Trade Commission (http://www.consumer.ftc.gov/articles/0341-file-complaint-ftc#Types)If the customer has responded to the call by providing credit/debit or other financial account information, we strongly encourage them to contact their issuing bank for further guidance.We at Expedia recognize the significant level of trust required to book travel with us. As such, we are glad to report that this incident is not a breach of privacy on our part, but for more information on how we protect the private information of our customers please visit our Privacy Policy page at http://www.expedia.com/daily/enc4105/service/privacy.asp. 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,Nicole P[redacted]Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:Expedia responded with the following statement:  "The customer also stated the hotel received less than stellar reviews from [redacted] and [redacted].  As a third party intermediary, Expedia has no control over the hotel ratings and/or amenities offered by the vendor. We regret the customer felt we should." The Expedia advertisement for their unpublished rates stated "high quality, name brand hotel." So now Expedia is stating it has no control over ratings/amenities offered. Just inexcusable way to hoodwink people through what I found to be misleading advertisement and offering no recourse. I read online complaints about Expedia's unpublished rates - similar to mines- and sure enough, Expedia refused to issue refund or exchange. I understand the terms but those terms were given with the impression that Expedia would follow through with the product they promised. Sincerely,[redacted]

July 21, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western...

Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Itinerary [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 writing regarding a coupon offer that did not correctly apply to her booking.
 
Our records reflect this matter was resolved on July 13, 2015, when Expedia processed an additional refund in the amount of $25 back to the customer’s original form of payment.  The time it takes to post the refund to her account depends on how quickly her credit card company processed refunds.   This refund, added to the original refund of $25.00 processed on July 4, 2015 provides the original $50.00 the customer should have received for the coupon offer she attempted to apply when booking her itinerary.,
 
It is never Expedia’s intent to inconvenience our customers and we do want to express our apologies to Ms. [redacted] for this situation. A previous agent added a $50.0 future travel coupon to her online account and we hope she will allow us the opportunity to improve upon her 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,
 
Roseanne G[redacted]
Tier 3 Customer Service

September 15, 2016
 
Revdex.com
Expedia – 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. Hotwire 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 complaint #[redacted]) regarding the possible content error encountered and refund request. 
 
Our records show on July 4, 2016, Mr. [redacted] self-booked a hotel reservation via booking number [redacted] in the amount of $1,389.00. We understand from Mr. [redacted]’s complaint, at the time of booking location of hotel provided online was incorrect. Mr. [redacted] proceeded to call Expedia to resolve the issue but no proper resolution was provided. The customer is requesting a full refund for the amount paid due to site error.
 
Upon researching the customer’s complaint, we can confirm on September 8, 2016 when Mr. [redacted] brought this matter to our attention, Expedia proceeded to advocate on the customer’s behalf by contacting the hotel regarding the refund request. The hotel advised Expedia a refund of $1,111.20 could be given to the customer and they would charge a two night penalty based on the cancelation agreed upon by the customer at the time of booking.
 
Expedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasing. We provide selection details such as the full address of the hotel and a map location on several pages before payment can be made.
 
As a one-time courtesy, Expedia processed a refund of $277.80 back to the original form of payment. As a refund has been given to the customer and the issue has been resolved to Mr. [redacted]’s desired outcome, 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,
 
Angel A[redacted]
Tier 3 Customer Service