Expedia Inc

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

Complaint: [redacted]
I am resending this to you because I have never found the coupon Expedia told to give to me referring to this case
I looked inside my account , there was no rewards, I think they never sent this to me.
Can you ask them how can I see this if this really exists?
regards
[redacted]

March 8, 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

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

Complaint: [redacted]I am rejecting this response because: 
I have contacted LAN Airlines directly.  LAN gave me a credit for the flight I was not able to take on June 24th. This credit is in the form of a voucher that allows me to purchase another flight before April 2017.  After complaining for a while, LAN also agreed to eliminate the $250 dollars charge for changing the ticket. It is my understanding that in order to use this credit for another flight, I must buy the ticket directly with LAN Airlines. 
 
At this point, there is not need for me to contact Expedia to use this credit. I was not planning on using Expedia anyway for future business since I do not agree with the way this company handled my complain. I do not longer trust them. 
 
I want to thank the Revdex.com for helping me and help my voice be heard. I was desperate and because of your intervention I did not loose my money.  Thank you again.Sincerely,[redacted]

August 22, 2017
 
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our customer.  We...

appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand [redacted] is requesting a refund. On August 14, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on August 13, 2017, the customer self-booked a hotel reservation at the Red Roof Plus Nashville North-Goodlettsville with a check-in date of August 13, 2017, and a check-out date of August 14, 2017, via itinerary number [redacted]. The customer is stating that did not receive the confirmation for the reservation and rebook the reservation; however the customer has not received the refund for the original reservation.
 
Upon further researching this matter, we can confirm on August 14, 2017, the customer contacted Expedia requesting to cancel and process the refund. Expedia advised that the reservation was nonrefundable and contacted the hotel on the customer’s behalf. The hotel authorized the refund.
 
Expedia processed the refund of $82.31 to the original form of payment. It typically takes 3-7 business days for the refund, such as this, to appear on the account.
 
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, nor do we set any policies related to refunds. We hope you understand that we must adhere to the policies of the hotel in this case.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

May 8, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
 
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com...

allowing us time to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint for [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on November 27, 2014, the customer self-booked a flight reservation using Expedia’s website; itinerary [redacted]. Travel was with [redacted] Airlines from San Juan, Puerto Rico to Vieques, Puerto Rico, departing on January 11, 2015, and returning on January 18, 2015. The customer states he was advised by the airline that they did not receive Expedia’s payment for the ticket and he had to purchase a new ticket directly from them. Mr. [redacted] is requesting a refund for the ticket purchased through Expedia.
We have verified the customer contacted Expedia several times regarding this issue; our representatives assisted by contacting the airlines and requesting that they give Expedia a waiver and open the ticket status in order for us to issue a refund.
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. [redacted] Airlines was the merchant of record (the entity that received the funds and the company that charged the credit card). We hope you understand we must adhere to the policies dictated by the airlines.
On May 7, 2015, Expedia was able to reach the appropriate department of [redacted] Airlines and the ticket status was changed to “Open”, enabling us to process a refund.
A full refund in the amount of $230.10 was issued on May 8, 2015, back to the original form of payment. The time it takes to post to the customer’s account depends on how quickly his credit card company processes refunds.
We regret Mr. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused. Expedia welcomes customer feedback in our ongoing effort to improve upon the customer experience.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
 
Sincerely,
 
[redacted]
Tier 3 Customer Service

November 2, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted], (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect on October 26, 2016 Mr. [redacted] accessed Expedia.com and self-booked itinerary [redacted] for flights departing on March 10, 2017 from Portland,Me to Cancun, Mexico, returning March 15, 2017.  The itinerary also included a stay at the Hyatt Zilara Cancun - Adults Only - All Inclusive resort for corresponding dates. 
 
The customer contacted an Expedia customer service agent on October 28, 2016 and upgraded his room type to an Ocean Front Jr. King Suite. 
 
We understand from the customer’s correspondence he is questioning the price increase for upgrading his room and is stating he saw lower pricing on our site. 
Expedia uses real-time reservation databases for our travel products, such as cars, hotels, cruises, and flights and any combination of these products as a bundled itinerary.  These databases link to our vendor partner’s companies, and contain up to the moment prices and availability.  Information in the databases is updated constantly by vendors, as pricing changes and travel related items are sold to our customers and customers who are accessing the same pool of products independently, or through other travel companies.  Vendors also limit the amount of their product available for discounted pricing.  As the discounted items sell out, low prices may no longer be available.   It is possible that a specific price or travel item is available when customers begin planning their trip, and is no longer available when they try to finalize their purchase.  Also of note, Expedia’s banner page is not updated in real time, as the booking portion of the site is, so banner pricing may be different than actual, up to the moment, pricing from the respective vendors. Vendors can also lower pricing to increase sales, often just for a certain amount of time or a limited amount of rooms.  Expedia books at the pricing available at the moment a booking is completed.
 
As stated in the Terms of Use for our website, that the customer agrees to when utilizing our services, all our travel products prices and availability are subject to change until customers have completed their purchase and a reservation is confirmed. Expedia provides a final summary for customer’s to review before they enter their payment information if booing online, or the agent provides the final pricing before charging the customer’s card.  If they are not in agreement with the final price provided, they have opportunity to cancel or change the reservation before making a purchase.
While Expedia does not charge a fee for making changes, we are bound by the terms and conditions, and available pricing from the vendors and the customer does pay any increase in price for the travel product if they are making a change.  Expedia agents do not set pricing and cannot change it manually.
 
Expedia does offer a Best Price Guarantee that is available on bundled products for the first 24 hours after booking. 
Under our Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking.  The price match request, along with qualifying screen shots, must be submitted online within 24 hours of the original booking. The lower priced itinerary needs to meet specific requirements to qualify. Following is a link to the Expedia Best Price Guarantee Terms and Conditions were provided on the website:http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US: ⇄ />  
As the booking change was made at the request of Mr. [redacted] and the price was provided to him by the agent before being charged, we find that no error was made.  Had the customer found a lower price on our site for the exact same booking, products, and room type and submitted a BPG request within  24 hours we would have reviewed it for a possible refund.
 
Regrettably we cannot agree to a refund at this time.  The price was valid at the time the itinerary was updated.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
Roseanne G[redacted]
Tier 3 Customer Service

June 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 Revdex.com allowing us time to...

address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on December 11, 2014, the customer booked a package reservation which included a flight reservation along with a hotel. Accommodations were at the [redacted] All Inclusive from May 13, 2015, to May 23, 2015. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we have verified the customer contacted Expedia stating that upon her arrival at the hotel, the hotel had been closed. Expedia was unaware of this situation and after further investigation it appears no-one was informed by [redacted] according to website reports. We ask the customer to please accept our apologies in regards to their recent experience. Expedia strives to provide a high level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as well. On May 28, 2015, the customer contacted Expedia and was offered a $200.00 Travel Coupon which was provided to Ms. [redacted] account. It is documented that she accepted the compensation. As the hotel stay was fully utilized and we cannot find any error on Expedia’s part, we are unable to issue additional compensation. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: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]

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

October 4, 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 a refund. On September 27, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on July 7, 2016, the customer self-booked a flight reservation. Travel is on [redacted] Airlines, departing October 20, 2016, from New York to Medellin, Colombia; returning on October 24, 2016, from Medellin, Colombia to New York. The customer is stating they received an email from Expedia regarding the customer’s flight seats.
 
Upon further researching this matter, we can confirm on January 8, 2016, the customer contacted Expedia via email regarding their flight seats. Expedia advised the customer the flight is confirmed; however the customer would need to confirm the seat with the airline.
 
In reviewing the customer’s account the flight is active for October 20, 2016, with seat number 18C.
 
We regret any inconvenience that may have occurred and would like to assure you that your business is important to us.
 
[redacted] 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 and not Expedia.
 
We hope the customer understands. Expedia cannot honor the request for the refund or any compensation.
 
Expedia considers this matter as closed and will no longer address this matter any 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

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,

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]

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

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

July 23, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
 
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. [redacted].  We regret to hear Mr. De [redacted] did not accept our response and/or resolution offered.
As mentioned in our previous response, Expedia’s Customer Service Department is available 24 hours a day, seven days a week, to assist customers with all inquiries they might have regarding their booking, including cancellation requests.
We regret Mr. De [redacted] experienced difficulties when attempting to cancel his reservation online; however, as a cancellation confirmation page and/or cancellation e-mail were not provided, it was his responsibility to verify that the cancellation was processed prior to the 24 hour cancellation period expiring. Due to the information provided above, Expedia is unable to honor Mr. [redacted] request for a refund.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
 
Sincerely,
 
Lidiya N[redacted]
Tier 3 Customer Service?

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

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

June 29, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
 
We regret to hear that Ms. [redacted] experience was not to her satisfaction. As you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotels. We are unable to control unforeseen events such as flight delays or equipment malfunctions that may occur at the time of travel. We understand that the change in Ms. [redacted] flight negatively impacted her travel plans, but we are unable to offer any compensation for factors outside of our control. We hope Ms. [redacted] 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,
[redacted]
Tier 3 Customer Service