Expedia Inc

March 23, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com case number [redacted]) regarding a refund request.
 
 
Our records reflect on March 7, 2016 the customer contacted Expedia.com and booked itinerary # [redacted] for an Expedia Special Rate Non-Refundable hotel stay at the [redacted] in Manaus, AM to check in on June 14, 2017 and checking out June 19, 2017.  Expedia Special Rate reservations are charged to the customer at the time of booking, not at check in as Mr. [redacted] stated and as he notes, his account was charged after the booking was completed. 
 
Although this was a non-refundable booking, Expedia contacted the hotel and obtained their approval to waive the penalty and refund the customer. 
 
The reservation has now been cancelled and on March 23, 2017 a refund in the amount of $417.05 has been processed back to Mr. [redacted]’s credit card.  The amount of time it takes for the credit to be available in his account depends on how quickly his bank 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 Corporate Customer Service

November 22, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us...

time to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Ms. [redacted] (Revdex.com Case number [redacted]) regarding a hotel reservation. Our records indicate on November 16, 2016, the customer self-booked a hotel reservation through the Expedia.com website. Accommodations were at the Hampton Inn Cartersville from December 9, 2016 to December 10, 2016. We understand from the complaint, the customer is requesting a refund and compensation. We firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase path. We provide our users ample time to review the full details of the itinerary before completing the purchase. Expedia was able to capture the customer’s individual step by step booking process and prior to the customer submitting her credit card information to complete the booking, the dates of service were posted as December 9, 2016, to December 10, 2016. In addition the search results included these dates of service located on the top of the page. On November 18, 2016, the customer contacted Expedia stating her confirmation itinerary had the incorrect dates of service. As the hotel’s cancelation policy which was agreed to by the customer at the time of booking was Non Refundable, the assisting representative contacted the hotel directly on behalf of the customer. The front desk assistant at the Hampton Inn, Lakisha, advised Expedia to change the reservation dates at no additional charge. Due to an outstanding balance for the rate difference and the customer refusing to pay it, the customer was unable to utilize her reservation. On November 18, 2016, Expedia processed a full refund in the amount of $101.79. An email was sent to the customer requesting a hotel receipt to pay the difference in rate, however Expedia has not received a reply. At this time we are requesting the customer please submit a copy of her hotel receipt. The customer may submit the information through the complaint submission on the Revdex.com website. Expedia will honor the difference in rate of the original reservation and the November reservation. As this was no fault by Expedia, no additional compensation will be offered. 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] Corporate Customer Service

Complaint: [redacted]I am rejecting this response because:
 
Expedia is just passing responsibility. The airline Xiamen Air/Korean Air themselves asked how I was able to book this ticket 
through you, my travel agent when their airport does not allow flights to book unless there is a set time (which I don't know, that's Expedia's job
to book connecting flights as a package deal, or why would I use your service for convenience in booking international flights?) and that I should not have been able to purchase this flight in the first place.
 
I wonder if all these people had experienced what I experienced as your customer reps had me wait on a phone while I was getting screamed at 
by the Chinese police and security figures if you would be satisfied with your service which should not have offered the flight in the first place. There was
never definitive confirmation I was booked out of China the following day. Ever. So, if you were me, you would be satisfied with this response and those hour long
phone calls? 
Well, there's my position. 
 
Could you even imagine the PR disaster for your travel agency if I had been held and deported to America after an unset amount of time in a Chinese airport jail?
It could have happened, and it definitely was not thanks to your company that I was able to fly out. 
 
Thanks for your friendly words, I know handling these inquiries must be awful. A+ for writing, F- for resolving customer complaint; and no, I won't be using Expedia again.
Don't book flights as a package deal if you can't look the details up as a travel agency please. I can't trust your guys' service to deliver me home.
Sincerely,[redacted]

September 25, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a reservation booked on Expedia.com.
 
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
 %3

February 17, 2017
 
 
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: O-[redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand [redacted] is requesting a refund. On February 13, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on November 17, 2016, the customer self-booked a pay later hotel reservation at the Servirents at Doral check-in date January 23, 2017, check-out date January 26, 2017, via itinerary number [redacted]. The customer is stating that the cancellation policy states if the customer cancels the reservation the hotel will only imposed a 1 night cancellation fee. The customer is stating that the hotel has charged for the full amount of the reservation.
 
Upon further researching this matter, we can confirm on January 23, 2017, the customer contacted Expedia requesting to cancel the reservation. Expedia advised the customer that the reservation was nonrefundable. Expedia contacted the hotel; however they were not available.
 
The customer request to rebook them at a different hotel, Expedia offered to refund $200.00 for the original reservation. Expedia offered as compensation two $200.00 coupons due to the new reservation was higher. The customer agreed.
 
In reviewing the customer’s account the hotel did reply to Expedia advising that they will not authorize the refund. Expedia did contact the customer via email advising that the hotel would not allow the refund.
 
Expedia can confirm that the customer needed to cancel the booking before January 19, 2017, to avoid the hotel imposed cancellation fee. Any cancellations or changes after January 19, 2017, the hotel will impose a 1 night; plus taxes charge. After the check-in the reservation is nonrefundable.
 
During the booking and checkout path on our website, it was disclosed to the customer the cancellation/change policy for the hotel.
 
Servirents at Doral was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia.
 
Since the customer was refunded and compensated on January 23, 2017, Expedia will not honor the request for the refund or compensation. The customer did use one coupon and the other is still active for use for a hotel reservation.
 
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

September 11, 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 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

May 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. We understand Ms. [redacted] is requesting the flight insurance policy on a recent itinerary be refunded as she did not agree to purchase it.
While Expedia does have a policy not to refund insurance after travel, as a one-time courtesy we will be happy to assist the customer and refund the $63.00. 
While Ms. [redacted] did not provide an itinerary number and the email she provided also did not return any flight itineraries, we did locate Itinerary # [redacted]5014 under the email address [redacted]@gmail.com which did have a flight insurance policy attached that matched the amount she has ask to be refunded. 
On May 2, 2016 Expedia has processed the courtesy refund in the amount of $63.00 back to the customer’s original form of payment.  The amount of time it takes for the credit to be available depends upon how quickly her bank 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

July 21, 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 refund and exchange issues. 
 
Our records show on July 20, 2016, Ms. [redacted] self-booked a hotel and flight package reservation via itinerary number [redacted] for four passengers with travel dates as September 1, 2016 in the amount of $2,572.00. We understand from Ms. [redacted]’s complaint, due to personal reason she requested to cancel the reservation and after contacting customer support for rebooking assistance, no acceptable resolution was provided. The customer is requesting a full refund for the amount paid for the reseravation.
 
Upon researching the customer’s complaint, we can confirm on August 31, 2016, when Ms. [redacted] called to cancel the package reservation, Expedia provided the customer with the fare rules agreed upon at the time of booking that state if a flight is canceled, only future travel credit can be provided.
 
We can also confirm, Expedia proceeded to advocate on the customer’s behalf by contacting the hotel. The vendor approved the cancelation and a full refund of $881.32 was processed back to the original form of payment. Expedia also contacted the airline and Ms. [redacted] was advised and agreed to a future flight credit of $422.67 per passenger, valid until July 20, 2017 with no exchange fees plus any rate difference upon the flight cancelation.
 
Further research shows, on July 17, 2017, when Ms. [redacted] brought this matter to our attention, a corporate customer service agent offered a $600 refund whether the customer used the credit provided by the airline or a new flight reservation would be made. Ms. [redacted] declined the refund and requested a full refund.
 
Expedia.com only acts as an independent travel agency and is subject to the rules and restriction set by each particular vendor. Expedia.com does not own nor operate any hotels or airline, therefore is unable to set rates based on a live inventory updated regularly by each individual vendor. Expedia can only advocate on the customer’s behalf with any refund requests. Based on the information provided above, we are unable to honor Ms. [redacted]’s refund request, however, the $600 refund can still be honored as previously offered once a new reservation is booked.
 
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

August 1, 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 Mr. [redacted] (Revdex.com ID number [redacted]) regarding a reservation. The information provided in the customer’s comment was not linked to an account or itinerary. At this time we are requesting the customer please provide an itinerary number and the email address used to make the reservation. The customer may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further. 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: If Dan from Expedia read the complaint, he would see that I did not receive an Itinerary number in the first place. That is my main complaint besides the fact that they took my money, charged my bank account, processed my plane ticket with WOW Airlines (while missing major information) and did not send me a confirmation email or itinerary number. While I was on the phone with the call center agents, they acknowledged that Expedia took my money and processed this booking but there was a glitch. BUT the call center agents have no power to fix this glitch. Dan also did not read the complaint clearly to see that my name is [redacted] and my email address is [redacted]. I have an account with their website and I see my history and I have talked for hours with their customer service department about these exact issues but could not get a resolution because they have no authority. 
I need Expedia to acknowledge their mistake and fix this issue ASAP as mentioned in my original complaint. 
Sincerely,[redacted]

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.
The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Mr. [redacted] complaint.  At this time we are requesting Mr. [redacted] please provide an itinerary number for his booking and the email address associated with his Expedia account. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

August 04, 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. 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 hotel refund request. Our records show on August 24, 2015, Ms. [redacted] self-booked an Expedia.com flight reservation via booking number [redacted], with a trip start date of August 28, 2016. We understand from Ms. [redacted]’s complaint, she claims she attempted to re-book several times by calling Expedia. The reservation included flights from both Air Canada and West Jet. On the last attempt made on July 29th, 2016, Air Canada advised that even though the credit was still available they no longer had the reservation information on their system and advised Expedia to have customer email the airline directly. Air Canada mentioned they would contact the customer within 60 minutes of receiving the email. Ms. [redacted] is requesting a full refund of the amount the credit for $1006.78USD. Upon researching the customer’s complaint, we can confirm no contact was made by the airline. I contacted the airline and they still want the customer to email them and wait several days before attempting to make the credit available. The airline advised change fees would be charged per ticket since the customer cancelled original flights. As a courtesy to Ms. [redacted] we have proceeded to process a refund of the credit less the change fees. The total refund made to the customer today is $606.78USD. This has been documented on the customer’s account. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Ms. [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, Daniel A[redacted] Tier 3 Customer Service

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.  We understand [redacted] is requesting Expedia to change the flight.
Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that [redacted] provide us with the itinerary number. The requested information will enable us to appropriately address [redacted] concerns.
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:Expedia acknowledges that they failed to contact Best Western to cancel this reservation and has paid for the booking but has not addressed the overdraft fees and time I've spent proving that their customer service department deceived me as they did not "find" the call I made to cancel but when confronted with phone records showing the call was made they miraculously change their minds and refund! I am not satisfied and demand a $500 voucher travel credit, until that is received this case is open. 
Sincerely,
[redacted]

June 16, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding their reservation.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: 
hello dear rep at Revdex.com they still continue to play games BECAUSE MY CASE IS NOT A REFUND IS A DAMAGES CREATED BY EXPIDIA BECAUSE THEY NEVER BOOKT MY RESERVATION CORRECTLY ,their for I had no choice ,so I  booked another reservation with fanjet vacation and the damages was a deference I had to pay to fanjet ,and if expedia gave proper and correct reservation but expidia they did mess up my booking .the email I provided to expedia is ,,,[redacted]@yahoo.com ,my phone number is [redacted]Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:The account is listed under email address [redacted]. The account is locked by "The Transaction Team" whoever that is. Please re investigate. This has nothing to do with a booking. I cant not book because the account is locked. The account has over $100 in usable stay points now as they stall. I WANT MY ACCOUNT UNLOCKED SO I MAY USE MY POINTS!!!Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: It is not at all helpful.Sincerely,[redacted]

June 7, 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 Ms. [redacted] is requesting a refund.  On May 19, 2016, we received the receipt of the Revdex.com complaint.
 
Our records reflect on March 21, 2016, the customer self-booked a hotel reservation at the Sleep Inn, check-in date March 21, 2016, check-out date March 22, 2016. The customer is stating once she checked into the hotel the room was not clean. The customer is stating she decided not to stay at the hotel and had advised the hotel. The customer is stating that they were advised by the hotel once Expedia contacts them they would allow the refund.
 
Upon further researching this matter, we can confirm on March 21, 2016, the customer contacted Expedia, advising that they had checked out of the hotel due to the room was not clean. The customer was advised to contact Expedia and the hotel would allow the refund back to the customer. Our agent contacted the hotel, they were advised the manger was not in until the next morning. Our agent advised the customer Expedia would need to contact the hotel and speak with the manger in regards to the refund request. The customer understood.
 
On March 30, 2016, the customer contacted Expedia, inquiring about her refund. Our agent contacted the hotel, they advised the customer used the room and would not authorize the refund. Our agent advised the customer. No further action was taken.
 
On June 7, 2016, Expedia contacted the hotel on the customer’s behalf; they advised there was no information in regards to the customer complaint. The hotel advised, since the customer was already inside the cancellation window the hotel will not authorize the refund.
 
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 vendor has its own specific set of policies and procedures as does each reservation purchased. Expedia strives to provide the highest level of customer service. We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers. We hope the customer understands, Expedia must adhere to the vendor policy.
 
We 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

August 10, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding her reservation.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
 
Tier 3 Customer Service