Expedia Inc

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.

Complaint: [redacted]I am rejecting this response because:
I made my reservation through expedia.com, I am expecting that the car will be available when I arrived at my destination. As I stated in my complaint earlier, I did contact expedia on Oct 9th. the lady who answered the phone probably is the only one who was helpful among all my communications with expedia. she contacted eurocar so that I can have a car on Oct 9th. Several expedia representatives that I talked to after the trip told me that they will check with Eurocar to figure out the detail but they never did.Sincerely,[redacted]

July 11, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  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 Expedia Rewards Points. We understand Mr. [redacted] is asking for his past rewards points to be honored.To fully research the customer’s account we request that he provide the email address or email addresses that has been used for a permanent account in the past.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,Hayden J[redacted]Tier 3 Customer Service

Complaint Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for your response. We have reviewed the documentation/new information provided to further address [redacted] concerns
 
 
As previously advised, on September 20, 2016. The customer’s itinerary does state: Geographical restrictions may apply, even for rental contracts that feature unlimited mileage. Some car rental companies do not allow you to take their vehicles across certain domestic or international borders, or may apply an additional charge to do so.
Expedia requested the copy of the receipt to the vendor on September 20, 2016. On September 26, 2016, Expedia sent the request to the vendor.
Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further.
 
 
We thank you for allowing us to address this matter further.
 
 
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. I do, however, want to mention that I spent 4 hours on the phone first with corporate managers that were pretty much telling me they don't believe what I was telling them and eventually told me to hang up and call in a day which is why I wrote this complaint. I could not wait a day and had to call back just to spend another 2 hours on the phone until I got someone who actually listened to what I was saying. From that point on I got on the right track towards the resolution. This is not acceptable from a large business such as Expedia.Sincerely, [redacted]

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

allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand the customer is requesting a refund for their flight reservation. On October 13, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate on March 2, 2015, the customer self-booked a flight reservation, itinerary number [redacted], via Expedia.com’s website. Travel was on [redacted], departing Chicago, Illinois to Pisa, Italy on June 9, 2015 and returning June 21, 2015. We have verified the customer contacted Expedia on June 10, 2015 inquiring about a refund.
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] was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Expedia has no control over when, or how often, airline initiated schedule changes occur. Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies. We cannot process a refund unless it is authorize by the airline.
On June 12, 2015, we were advised by [redacted] that they would issue a refund. Subsequently, an email was sent to Mr. [redacted] confirming this information. The customer has since contacted us each month to determine the status of his refund. On October 12, 2015, Expedia advocated to [redacted] on the customer’s behalf and can confirm [redacted] processed a refund of the refundable taxes of $167.50 back to the customer’s original form of payment on July 30, 2015. We were advised that no further refunds were due as the airline offered to assist Mr. [redacted] on June 9, 2015, prior to the schedule flight departure; however he never called [redacted] back. The customer did not take the flight so [redacted] changed the ticket status to a no-show thus no refund of the ticket; only the taxes.
[redacted] has advised the customer can contact them directly with any further questions. Mr. [redacted] can contact their Customer Relations department at [redacted] and provide incident #[redacted] We regret any inconvenience this matter has caused; however, Expedia is unable to provide any compensation for this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Britt M[redacted]
Tier 3 Customer Service

.July 24, 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 case ID [redacted]) regarding a flight reservation. Our records indicate on July 9, 2015, the customer self-booked a non-refundable flight reservation using the Expedia.com website. Outbound travel was with [redacted] and return travel with [redacted]. We understand from the complaint, the customer is requesting his request for the Best Price Guarantee be approved. Upon receipt of the Revdex.com submission, we have verified on July 9, 2015, the customer contacted Expedia via e-mail regarding the Best Price Guarantee Expedia program. The customer submitted his request, however Expedia replied to the customer stating his submission was denied. The denial was based on the submitted price match was not for an identical flight. The screenshot provided was for a departure flight with [redacted] while the Expedia itinerary was with United Airlines. In addition the flight times were different. The customer may view the link http://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg so he may review the terms and conditions needed to qualify. To qualify, according to the terms and conditions found on the Expedia website: • Must be "Apples to Apples" Comparison. The Best Price Guarantee is available only for exact itinerary matches. • Additionally for flight claims, the itineraries must have the same Cabin Class and Booking Code. • The Cabin Class is First, Business, Premium Economy or Coach/Economy. • The Booking Code is determined by the fare purchased and the airline rules associated, which will be indicated as a letter (L, Y, U, etc.). • For any stand-alone product booking (for example, a hotel room or an airline ticket), the comparison must be to the same product purchased stand-alone through another website (i.e., not part of a hotel + air travel package). We have given the matter our full consideration, however, due to the terms and conditions of the Best Price Guarantee not being met, Expedia is unable to provide the refund requested. 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 6, 2015
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Case ID O-[redacted]
Revdex.com Complaint # [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 failed booking attempts.  We understand the customer is requesting compensation due to difficulty getting signed in to make a booking.
 
Expedia regrets the customer was unable to access their account to make a booking, however accounts are self-service and agents do not have access to customer’s login information even to assist in processing changes.  The customer must maintain their own account and no blocking of a customer’s password or login would be possible.  We are sorry the customer was having technical difficulty, but we cannot be responsible for individual online access. 
 
We also apologize for any lack of service the customer experienced.  There are times when high call volumes can cause longer than normal hold times, when trying to reach a booking agent. It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available. 
 
Although we do regret any frustration the customer experienced, we are unable to offer compensation for technical or access issues.
 
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:My issue with Expedia Airline Vacation booking was not resolved. The reason was, I tried booking a vacation for my family to Punta Cana (Dominican Republic) for the third time it took three hours with an Expedia agent each time to book my vacation, they would charge my credit card and at the end of booking my vacation they would tell me the price has gone up like $700 more on top of what I was promised they put me through a lot of stress and anxiety please I would like to take further action to solve this issue.Sincerely,[redacted]

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.  I would like request a further update within 15 days.Sincerely, [redacted]

August 25, 2016
 
 
Revdex.com
Alaska, Oregon & Western Washington
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia 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 flight credit. On August 12, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 18, 2016, the customer self-booked a package reservation for [redacted] and [redacted]. Travel is on [redacted], departing October 12, 2016, from Minneapolis, Minnesota to Panama City, Florida; returning on October 21, 2016, from Panama City, Florida to Minneapolis, Minnesota. The package includes a rental car with [redacted] in Panama City, Florida, pick-up date October 12, 2016, drop-off date October 21, 2016. The customer is stating they canceled the airline ticket for [redacted]. The customer is stating that Expedia advised the customer that the flight credit would be under the [redacted] name. The customer is stating he contacted Expedia to use the flight credit; however advised flight credit was is under [redacted] name.
 
Upon further researching this matter, we can confirm on June 7, 2016, the customer contacted Expedia to cancel the airline ticket for [redacted]. Expedia advised the customer that the ticket was nonrefundable; however would have a flight credit under [redacted] name. Expedia advised the customer they would be responsible for the change fee of $200.00; plus any fare difference.
 
On August 25, 2016, Expedia located the call recording for June 7, 2016, however we are no longer are able to listen to the recording. Based on the airline policy the tickets are nonrefundable, no name changes are allowed.
 
This information is provided on the customer’s itinerary; which they did agree to at the time of the booking. The customer’s itinerary does clearly state that the original ticket holder must use the ticket.
 
Expedia can confirm the airline ticket for Mr. [redacted] is active for travel on October 12, 2016.
 
Ms. [redacted] will have an airline credit with [redacted].  The flight credit is valid for 1 year from the issue date from January 18, 2016. If Ms. [redacted] does not use the flight credit [redacted] will consider the flight credit as a lost value.
 
We hope the customer understands Expedia cannot honor the request for the flight credit.
 
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

May 24, 2017
 
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand Ms. [redacted] is requesting a refund. On May 17, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on April 24, 2017, the customer self-booked a hotel reservation at the [redacted], Manteo check-in date April 24, 2017, check-out date April 25, 2017, via itinerary number [redacted]. The customer is stating that they booked the reservation for the incorrect dates. The customer is stating that the Hotel and Expedia will not process the refund.
 
Upon further researching this matter, we can confirm on April 26, 2017, the customer contacted Expedia requesting the refund for the reservation. Expedia contacted the hotel; they advised that they will not authorize the refund.
 
Based on the hotel policy, which was disclosed to the customer at the beginning and after the booking that the reservation was nonrefundable.
 
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.
Based on the above Expedia is unable to honor the refund request
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Please refund the $45 and I will be sure not to do business with Expedia in the future.Sincerely, [redacted]

May 3, 2016
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #:[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand Mr. [redacted] is requesting a refund.  On May 3, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint.
Our records reflect on February 2, 2016, the customer self-booked a pay later hotel reservation, using Expedia.com.  The hotel stay was at the Millennium Taiba Hotel Madinah, check-in date February 23, 2016, check-out date February 26, 2016.  The customer is stating they submitted a Best Price Guarantee claim; however has not received the refund for the difference.
Upon further researching this matter, we can confirm on February 2, 2016, the customer submitted a Best Price Guarantee claim to Expedia with an attachment.  On that same day, our agent replied to the customer, advising we will contact him within 48 hours. 
On February 7, 2016, Expedia replied to the customer, advising, his attachment does not qualify for the Best Price Guarantee.  The claim must have hotel detailed information, including dates and number of guest.  On that same day, the customer replied, advising they have additional attachments, reflecting the detailed information.  The customer’s email did have the attachments.
On February 10, 2016, Expedia replied to the customer, advising, the Best Price Guarantee claim that was submitted does qualify for the Best Price Guarantee.  The customer was advised; they will receive a refund in the amount of $ 142.00 and will be processed within 30 days after the trip is completed.  Our agent also, advised the customer to send a copy of the hotel receipt showing what the hotel charged the customer.  Our agent advised the customer, they also qualify for the $50.00 coupon, and it will be added to his account within 4 weeks after the trip is completed.
Expedia can confirm the customer emailed and contacted us several times, regarding his refund and coupon.  In reviewing Mr. [redacted] account the customer was refunded for the Best Price Guarantee on April 18, 2016 in the amount of $142.00.  The coupon of $50.00 was added to the customer’s account, and it is still active.
On May 3, 2016, Expedia contacted the customer to advise him of the refund and coupon.  The customer advised that he did receive the refund and coupon and considers the Revdex.com complaint 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

September 24, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: 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 from Mr. [redacted]’s complaint he is requesting his best price guarantee claims to be honored.Our records reflect that on September 12, 2017 the customer called Expedia and booked a hotel reservation for two travelers using Expedia.com under itinerary [redacted]. The customer purchased an eight night hotel reservation at Club Quarters Hotel, Midtown, checking in on December 25, 2017 and checking out on January 2, 2018.As of September 18, 2017 the customer was issued a refund of $104.40. The refund was processed to the original form of payment. It may take up to 7 days to post to your account and up to 2 billing cycles for the credit to appear on your statement. The timing is based on how long it takes your bank to process.Due to the refund being issued we have also placed a $50 in Mr. [redacted]’s account. This travel coupon is able to be used on a future trip. This coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter. 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,Hayden J[redacted]Corporate Customer Service

Thank you very much for the action taken on this matter. I appreciate your ccooperation and understanding.
Sincerely,
[redacted] 
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]

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, 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 refund request. We understand the customer was unhappy with the hotel accommodations she found and had asked that the reservation be refunded.
 
On June 19, 2015 Ms. [redacted] accessed Expedia.com and booked a non-refundable reservation at the [redacted], Dallas Texas arriving June 20, 2015 and checking out June 21, 2015.  The customer requested cancellation and refund of her reservation upon arrival as she felt the hotel was not safe and was not as pictured by the vendor on Expedia’s site.
 
Our records reflect this matter was resolved on July 8. 2015, when the customer accepted a refund of her original itinerary..  Expedia processed a refund in the amount of $81.15 back to her original form of payment.  The time it takes to post the refund to her account depends on how quickly herr credit card company processes refunds.
 
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: 
Expedia state that "While Expedia does not charge a fee to cancel, any fees that the company with which we do business charges for cancellation will be passed on to the customer".
As shown in the attached screenshot, Expedia claim prominently, on 2 screens that make up the short booking process that the relevant booking, at the Clift was "free". Only at the very end of the process and in a much smaller type/ format, is reference made to the possibility of charges by the hotel in the event of a cancellation.  Use of the term "free" in the context of cancellation is therefore clearly not accurate, or at least should be clearly qualified at the point at which it is displayed prominently.
On this basis, I feel that the Expedia booking flow was deceptive and misleading.  As I stated in my original complaint, I would not have made the booking if it had been made clear to me at the time that cancellation was subject to a charge.
Sincerely,[redacted]
 
We understand from Mr. [redacted]’ complaint that he booked the reservation under the impression he could cancel without penalty if necessary. While Expedia does not charge a fee to cancel, any fees that the company with which we do business charges for cancellation will be passed on to the customer. The Clift terms and conditions agreed to at the time of booking are as follows;   Cancellation and Change Policy: Non-Refundable 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.Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.   While we understand Mr. [redacted]’ concerns, we do not see any error by Expedia and as a result, we are unable to honor the request of a refund. 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, Marlon J[redacted] Corporate Correspondence Team

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. I had waste over 3 months to plead for my refund and response was unacceptable. I believe that only after Expedia was advised of my complaint with the B.B.B  After almost 4 months they gave in and gave me the refund which was placed back in my account just 3 days ago. At this point I would like to dismiss the complaint and thank B.B.B for there assistance and know that I will never use Expedia again.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because the voucher, that I called back to get, only brought the ticket back down to the original price that I should have received in the first place. The ticket agent charged me a rate that was not even shown on your flight listings. The amount of time being placed on hold by the ticket agent, and then by her supervisor, was unnecessary. After all that frustration, the line was mysteriously disconnected which left me without a way to contact that supervisor back. There was no other option, due to your policies, but to wait on hold until they came back on the line. The voucher only brought the ticket back to the original amount I should have been charged, so this issue has not been been resolved.Sincerely,[redacted]