Expedia Inc

October 29, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to...

address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund request.  We understand Mr. [redacted] is expressing concern about the condition of the hotel property he recently stay in and is asking for a full refund of the amount paid for his reservation. On October 29, 2015 we contact the customer to acknowledge receipt of their Revdex.com complaint. Our records indicate on the customer self-booked an Expedia Unpublished Rate hotel reservation online on October 8, 2015, located in Lancaster, Pennsylvania, from October 9, 2015 to October 12, 2015. The hotel provided was the [redacted].  We understand from the complaint the customer has requested a refund of $357.06, the full price of his reservation.Expedia Unpublished Rate hotels appear in the search results after a customer executes a standalone hotel search on Expedia. The customer chooses the area (as defined in the search parameters, with Map views and a mileage legend provided), star rating, price, and a few amenities, but the hotel name and address appear only after the booking is completed.Prior to entering credit card information at the time of booking, customers agree to the following hotel rules and restrictions:•           Prices this low require us to hide the name until immediately after you book.•           Your credit card will be charged for the full payment upon reservation.•           Expedia Unpublished Rate Hotel bookings are final (no refunds, changes and            cancellations). •           Some hotels may charge resort or other fees 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. We provide selection details on several pages for review, including the final payment screen. Expedia.com serves 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. Hotels of varying star ratings utilize the intermediary services of Expedia.com and serve a variety of customers, with different budget needs. We provide both industry ratings and customer reviews, available for our customers to use in guiding their selections.  Opaque bookings are an opportunity for savings, but customers choosing to book through this program do so with the understanding that they are booking a non-refundable room and will not have opportunity to evaluate the ratings and reviews of the particular hotel prior to making a reservation.  On October 29, 2015 we once again attempted to speak to the manager of the hotel, who has previously denied the request to refund the customer when we advocated on his behalf.  The manager did not come to the phone and further attempts to reach him have not been answered.   Due to the rules and restrictions agreed to by Mr. [redacted] at the time of booking, we are unable to offer a refund for this itinerary. We regret that our response cannot be more favorable.Mr. [redacted] mentions having pictures to support his refund request and description of the state of the hotel.  While we can’t state they will change our decision, or allow us to provide a refund, if he would like to supply those pictures in a rebuttal, we will view them and revisit this issue.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Roseanne G[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]

September 14, 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 [redacted] (Revdex.com ID number [redacted]) regarding a request of a refund due to the Expedia Best Price Guarantee. Upon receipt of the Revdex.com submission, we have verified this issue was resolved on September 3, 2016. Expedia processed a refund in the amount of $49.22 back to the customer’s original form of payment. In addition, the $50 Expedia Travel Coupon will be added to their account within 3 to 4 weeks after the qualifying travel itinerary has been completed. We apologize for any inconvenience this delay may have caused.
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

July 31, 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 Mr. [redacted] (Revdex.com ID number [redacted]) regarding a package reservation. Our records indicate on May 28, 2015, the customer booked a reservation which included flight and hotel. Travel was with [redacted] and accommodations were at the [redacted] All Inclusive from July 4, 2015, to July 12, 2015. We understand from the complaint is requesting compensation. Upon receipt of the Revdex.com submission, we were able to verify on July 14, 2015, the customer contacted Expedia regarding his hotel stay. Mr. [redacted] stated the hotel had changed the properties building and their access to the all-inclusive options. Expedia.com acts only as an independent reservations agent for hotels. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time. Expedia relies on our hotel vendors to provide up-to-date and accurate information so we may post this information on our website for our valued customers. As Expedia was unable to verify the content information with the hotel directly, we have processed a one-time courtesy refund in the amount of $500.00 back to the customer’s original form of payment. The time it takes to post the refund to his 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, Lisa S[redacted] Tier 3 Customer Service

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

October 26, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business...

Bureau allowing us time to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint for Mr. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on August 19, 2015, Mr. [redacted] self-booked three flight reservations using Expedia’s website, itineraries [redacted] and [redacted]. Travel on [redacted] was with [redacted] from Santiago, Chile to Punta Arenas, Chile, departing on January 27, 2016, and returning on February 3, 2016. Travel on [redacted] was with [redacted]s from Sao Paulo, Brazil to Santiago, Chile, departing on January 26, 2016, and returning on February 3, 2015. Travel on [redacted] was with [redacted] from Curitiba, Brazil to Sao Paulo, Brazil, departing on January 26, 2016, and returning on February 4, 2015. Due to schedule changes initiated by [redacted], a misconnection was caused in Mr. [redacted]’s travel. Upon receipt of this complaint Expedia contacted Mr. [redacted] and he requested that we cancel his itineraries and issue a full refund due to the changes.
From time to time and for a variety of reasons, airlines issue schedule changes.  We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. [redacted] and [redacted] were the operating carriers and merchants of record (the entities that received the funds and the companies that charged the credit card) on the itineraries. Expedia has no control over when, or how often, airline initiated schedule changes occur. We cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Expedia why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
Expedia contacted [redacted] to advocate on Mr. [redacted]’s behalf and on October 26, 2015, we received the airline’s confirmation that a full refund of itineraries [redacted] and [redacted] will be issued directly by them. The airline advised that the refund process might take up to two months.
While itinerary [redacted] was not directly affected by a schedule change, and a refund of it was not authorized by the operating airline, as a goodwill gesture on October 26, 2015, Expedia issued a full refund of the booking in the amount of $56.35, back to the original form of payment. The time it takes the refund to post to Mr. [redacted]’s credit card depends on how quickly his credit card company processes refunds, generally within 3-7 business days.
We regret Mr. [redacted]’s experience was not as we would have hoped, and any subsequent inconvenience caused. 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

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

July 28, 2016 Revdex.com Expedia.com – Dallas and Northeast Texas Complaint 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the customer service issues. Our records show on June 29, 2016, Ms. [redacted] made several unsuccessful attempts to book a hotel reservation but due to the payment information provided, the itinerary was never fully booked. As per the documentation the customer provided, an error message was given that stated; “Sorry, there’s an issue with the payment information below. We’ve saved your attempted booking in My Trips so you can try again later (itinerary # [redacted]).” Further research shows, the itinerary number provided to Ms. [redacted] was only saved in her Expedia.com account and not completely booked. Reservation rates are only guaranteed until they are confirmed. Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendor, including their rates which are based on availability and are subject to change until a reservation is confirmed. Based on the information provided above, we are unable to honor Ms. [redacted] request for original rate to be provided. 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

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?

May 20, 2017
 
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.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 flight reservation exchange issues. 
 
Our records show on April 28, 2017, with the assistance of a sale agent, Ms. [redacted] booked an Expedia.com flight and hotel package reservation via booking number [redacted], with travel dates as October 6, 2017. We understand from Ms. [redacted]’s complaint, both of the passengers names were booked incorrectly for the flights and after contacting customer support, no proper resolution was provided. The customer is requesting a full refund or a name correction to be processed.
 
Upon researching the customer’s complaint, we can confirm on May 3, 2017, when Ms. [redacted] brought this matter to our attention. Expedia proceeded to advocate on the customer’s behalf by contacting the airline regarding the name corrections. The airline approved a name correction for the second passenger and Expedia processed a name change as requested by Ms. [redacted].
 
We can also confirm, the airline denied the entire name correction for the first passenger since it is against their change and cancelation policies. We can verify the name for the first passenger was booked as Ms. [redacted] requested it at the time of booking. The customer was also advised a new ticket would need to be purchased.
 
Further research shows, Ms. [redacted] requested to cancel the hotel portion of the package reservation and a full refund was provided. Ms. [redacted] was also provided with a $200.00 Expedia Travel coupon for any inconvenience encountered with the reservation.
 
Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendor. Expedia can only advocate on the customer’s behalf related to airline name change requests. Based on the information provided above, we are unable to honor Ms. [redacted]’s request for a refund or name correction.
 
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]
Corporation Customer Service

October 12, 2017
 
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-145175
 
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.com is responding to the consumer complaint from Volkan Yetmisbir (Revdex.com complaint #12426256) regarding the customer service issues.
 
Upon researching the customer’s complaint, we were unable to find an itinerary on Mr. Yetmisbir’s Expedia.com account related to the information provided on the complaint. Please provide the full itinerary number and or other email address used to book the reservation for further research.
 
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 Anderson
Corporate Customer Service

June 30, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 his 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 [redacted]) regarding a flight reservation.  We understand the customer is stating they were overcharged to exchange the flights.  On June 24, 2015, we contacted the customer to acknowledge receipt of his Revdex.com complaint. Our records indicate on May 2, 2015, [redacted] or an authorized user in the account self-booked a flight reservation for travel beginning on July 13, 2015, for two adults, from Dublin, Ireland to Prague, Czech Republic, with [redacted], returning from Vienna, Austria on July 20, 2015; travel resumed on July 23, 2015, from Dublin, with a connection in Chicago, IL and Portland, OR. On May 24, 2015, the customer contacted us for assistance in exchanging the flights.  [redacted] advised that her company was sending her to Amsterdam and wanted to depart from John F. Kennedy Airport in New York, NY.  We advised that the fare rules provided by the airline would not allow us to exchange the tickets.  The customer advised the airline offered to refund the unused taxes for the flights.  We contacted [redacted] and verified this information was not correct and no changes were made to the booking. On May 24, 2015, a second call was received from the customer whom escalated to our corporate office.  We provided the customer with information regarding the rules and restrictions for changing the flights as provided by [redacted].  We contacted the airline requesting clarification of the tax refund offer, and were advised that as the departure point is US-based, a refund of the unused taxes was not eligible.  We provided the current pricing to exchange the tickets which included a $210.00 penalty per ticket plus a $418.00 additional cost for the difference in airfare per ticket for a total due of $1,257.60.  The customer agreed to the cost and the exchange was processed. On May 29, 2015, the customer contacted us to reconfirm that the flights were exchanged.  Our representative treated the request as a first-time inquiry and offered to exchange the flights for the cost of $200.00 per ticket without any additional fare increase due.  The agent could not complete the exchange and escalated the call.  It was at this time that a quote of $200.00 per ticket with a lost value of $2.90 per ticket was provided for a total charge of $400.00 to exchange the flights.  During this call, our representative placed the caller on hold which resulted in the call disconnecting. The exchange was not processed. On the same day, a second call was received from the customer requesting to exchange the flights for the $400.00 previously quoted.  Our representative incorrectly quoted $150.00 penalty per ticket for a total charge of $300.00 to complete the request.  Due to the incorrect values to process the exchange, the tickets were rejected by the airline.  Our air team investigated further and approved the exchange for the total cost of $300.00 billed to the customer’s account and $831.80 would be paid by Expedia for the misinformation as a one-time courtesy. On May 31, 2015, we were contacted by the customer who stated that he was offered a $200 credit but never received this offer.   On June 9, 2015, the customer contacted our customer service department disputing the charge of $1257.60 that was billed to his credit card.  Our representative found that the agent who offered the exchange for $150.00 per ticket did not verbally acknowledge the fee.  The following day, the customer contacted us to check the status of the dispute and was informed by our representative that the initial exchange was quoted and charged $1,257.60; and also verified that the second request to exchange the tickets was quoted with an additional charge of $300.00.  No further action was taken. 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 can confirm the fare rules and restrictions provided by [redacted] would not allow us initially to exchange the tickets for the new dates and routes.  In the interim, calls were received from the customer with inquiries on exchanging the flights which may have added to the confusion.   At this time, we are unable to confirm in our records the initial charge of $1,257.60 was billed to the customer’s credit card.  We are respectfully requesting Mr. [redacted] to provide a copy of the charges as they appear on his credit card statement for review.  This statement can be uploaded to the Revdex.com website during his rebuttal.  Once we receive the documentation, we will investigate further and respond at the earliest. We thank you for allowing us 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

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

Complaint: [redacted]I am rejecting this response because: these facts stated here aren't true.We arrived at Union city by 1:09 pm the hotel claimed we couldn't check in at that time since they "where overbooked by Expedia". Expedia emails clearly stated you room will be there when u get there, late check in its ok. In a sence how Expedia represent themselfs is in a sence false advertisement, false representation and really of no use since I could just have called the particular hotel and booked directed. I used Expedia for the sence of security and assurance that everything would go well however Expedia at this point is just passing the blame to other and the other is passing back to Expedia. I have saved all the email from Expedia clearly social media can see how Expedia is behaving towards a matter that could have caused serious life threatening consequences. I'm not only requesting for a refund but also a price match for the hotel that we had to stay. We where never advised to stay until 5 am for a room with a guaranteed that we would have had that room and I wouldn't do that to my guests go Sleeping in the car until 5am ... serious? That room was paid for 3 months prior of !!! You cannot sell something that belongs to somebody else. I have paid to Expedia I have done business with Expedia and I expect no excuses of third party blah blah. What is Expedia ready to do to solve this case?Sincerely,[redacted]

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

December 31, 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 December 20, 2015, Ms. [redacted] booked an Expedia Vacation Package which included Spirit Airline flights, a hotel and car rental.
We understand rom Ms. [redacted]’s complaint that she attempted to apply a $200.00 travel coupon towards the cost of her package but, was unsuccessful. She stated that she contacted Expedia for assistance, but we were unhelpful is resolving he matter. Per Ms. [redacted] we advised her to utilize the $150.00 coupon that she had and we would apply the correct coupon after booking. Per Ms. [redacted], this did not happen so she requested to cancel. She stated that Expedia representatives refused to cancel the package upon her request. She was however; able to get Spirit Airlines to cancel the flights and Expedia to cancel the remaining portion of the package.
We would like to apologize for any inconvenience and or misunderstanding regarding this issue. Please be advised that Spirit Airline’s policy regarding cancellations is on Spirit can process, so Expedia has to refer customer to Spirit in order to cancel flights.
We value Ms. [redacted] as a customer and regret the experience she reports. We have already undertaken an exception to resolve her complaint.  On December 31, 2015, we re-issued the $150.00 Expedia Travel Coupon to her account. The coupon is valid through December 31, 2016.
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

June 13, 2016
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on May 23, 2016, Ms. [redacted] booked an Expedia Vacation Package which included roundtrip flights and a seven-night stay at [redacted] in Iceland from June 25, 2016, through July 2, 2016. We understand from Ms. [redacted]’s complaint that she received her confirmation and realized that the Expedia representative who assisted her misspelled the names of two of the passengers. Ms. [redacted] stated that the representative who made the error did not correct the error so she called and spoke to a second representative who assisted her by cancelling the flights and processed a refund in the form of voiding the tickets. This made it necessary for Ms. [redacted] to book the flights again, which she did online. She expressed her dissatisfaction with the level of customer service that she received and requests compensation for the increased cost to rebook the same flights, the time she spent addressing the issue and for the rewards points that would have generated from the original booking.
On June 9, 2016, we contacted Ms. [redacted] by phone and offered our apologies for her experience. We reviewed both bookings from May 23, 2016, and noticed the difference in airfare was $18.42. She paid $3,781.77 for the first set of flights and $3,800.19 for the second set. We confirmed with Ms. [redacted] that the flights were refunded on May 23, 2016. On June 13, 2016, we issued a refund of $18.42 to the original form of payment. Expedia does not offer compensation for time spent addressing customer issues. We also do not issue rewards points for canceled bookings, however; We values Ms. [redacted] as a customer and as a gesture of gratitude, we have issued an Expedia Future Travel coupon valued at $200.00. This coupon is available within the customer’s account for immediate use and is valid for one year from the date of issue.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

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. Although Expedia apparently did not realize this based on their response, they have changed my reservation without any changes to me.Sincerely, [redacted]

August 29, 2016
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on May 28, 2016, you booked Expedia Vacation Packages which included roundtrip flights from New York to Punta Cana from September 2, 2016, through September 7, 2016,
We understand from Mrs. [redacted]’s complaint that her Dynamic Airways flights were canceled because the airline has ceased flying to Punta Cana. No alternate flights were offered and the only option was to offer a refund. Mrs. [redacted] did not feel this was fair because she had booked her flights well in advance in order to save money. In her complaint she requested that alternate flights be offered to prevent her from having to pay more.
On August 29, 2016, we contacted Mrs. [redacted] by phone. She was not available but, we spoke to Mr. [redacted]. We explained that the merchant of record Dynamic Airways the company who charged for the tickets) controls schedule changes and we are not in a position to change their flights to a different carrier.
Mr. [redacted] advised that he thought that he would be able to receive a refund for the travel insurance that he purchased for $108.00 since the airline tickets had been fully refunded. After review, we noticed that the travel insurance had not been refunded. As a courtesy, we offered to refund the travel insurance as a courtesy. The refunds were issued for two itineraries for a total of $216.00 on August 29, 2016. Refunds like this usually take between 3-7 business days to post.
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

July 8, 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 June 25, 2016, we received receipt of the Revdex.com complaint.
 
 
Our records reflect on February 29, 2016, the customer self-booked a flight reservation using Expedia.com.  Travel was on Air Canada being operated by United Airlines and LOT-Polish Airlines, departing March 31, 2016, from New Orleans, Louisiana to Moscow, Russia; returning on April 30, 2016, from Moscow, Russia to New Orleans, Louisiana. The customer also purchased the Expedia Stress Free & Trade Flight Protection.  Itinerary Number: [redacted].  The customer is stating they contacted Expedia needing to change the return date; however, the customer was not able to change the date for the flight.  The customer is stating, they had to purchase two new flights for the return flight.
 
Upon further researching this matter, we can confirm on April 27, 2016, the customer contacted Expedia, needing to change the return date. Expedia advised the customer of the total add collect for the change; however the customer declined.
 
In reviewing the customer’s account, the outbound flight was used and the return flight is open.  Expedia can confirm the ticket was not exchanged and found no charges to the customer.  
 
Upon further review, the return flight does not have any remaining value with Air Canada.  Based on the policy with Air Canada the ticket is nonrefundable.
 
The customer did purchase the Expedia Stress Free & Trade Flight Protection and on the customers itinerary it does provide the terms and conditions, which state:  
Pre-Departure Trip Cancellation
We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Expedia, Inc., if you are prevented from taking your Covered Trip due to your, an Immediate Family Member's, Traveling Companion's, or Business Partner's Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip.
Post-Departure Trip Interruption
We will pay a Post-Departure Trip Interruption Benefit, up to the amount in the Schedule, if due to your, an Immediate Family Member, Traveling Companion, or Business Partner's Sickness, Injury or death or Other Covered Events as defined: 1) your arrival on your Covered Trip is delayed; 2) you are unable to continue on your Covered Trip after you have departed on your Covered Trip.
The customer must contact Aon Affinity at 1-800-954-4968 and file a claim for the refund request on return flight.
 
On May 18, 2016 and May 24, 2016, the customer self-booked two one-way flights. The first reservation travel was on Turkish Airlines, departing June 6, 2016, from Moscow, Russia to Chicago, Illinois. Also included is the Expedia Stress Free & Trade Flight Protection. Itinerary Number [redacted].
 
The second reservation was on United Airlines, departing June 6, 2016, from Chicago, Illinois to New Orleans, Louisiana.  Also included is the Expedia Stress Free & Trade Flight Protection. Itinerary Number: [redacted].  Expedia can confirm the customer used both one-way flights.
 
 
Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors.  Each airline has its own specific set of policies and procedures as does each ticket purchased.  Air Canada, United Airlines and Turkish Airlines were the operating carriers and merchant of record (the entity that received your funds and the company charging the customer’s credit card). 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.  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