Expedia Inc

March 1, 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

September 24, 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 refund request.  We understand Ms. [redacted] is requesting a refund of a car reservation.
 
 On September 24, 2015 we contacted the customer to acknowledge receipt of their Revdex.com.
 
Our records indicate on March 24, 2015 the customer accessed Expedia.com and self-booked itinerary # [redacted] for a package including flights, hotel, and a car reservation through [redacted] for pick up on April 14, 2015 and return on April 20, 2015 at the San Antonio, Texas Airport.  The customer reports [redacted]s did not honor her paid reservation and she was charged an additional $513.15.  She is requesting a refund of the additional funds she paid.
 
On September 24, 2015 Expedia contacted [redacted]s and spoke with [redacted] in customer relations.  [redacted] opened case # [redacted] and has forwarded that to [redacted] complaint investigation department.  She said any refund due the customer will be refunded directly by [redacted] to Ms. [redacted]. 
 
The initial information provided by [redacted] was that the customer had upgraded several categories, from the Mid-sized car reserved through Expedia, to a convertible Mustang, at an increase of $92.96.  The remainder of the extra charges were for customer approved insurances and other extra options.  Expedia does not provide refunds for customer driven upgrades or insurance and special options chosen at the rental counter.  However, [redacted]s will investigate whether the upgrade was due to lack of available pre-paid category car or whether the upgrade was customer choice.  They will also review the insurance and extra options to ensure those were chosen and signed for by the customer.  If they find any discrepancies, they will provide a refund to the customer.  [redacted] has all customer contact information and resolution takes 7-14 days.  If Ms. [redacted] would like to contact [redacted]s for updates on her case, she may call [redacted] access online http://www.[redacted].com.  She should be prepared to provide her [redacted] case #[redacted].
 
As Expedia has processed payment to the vendor, [redacted]s, for the Mid-sized rental rate, and the additional fees the customer paid were in addition to the mid-size rate, Expedia will not be processing a 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,
 
Roseanne G[redacted]
Tier 3 Customer Service

June 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 hotel reservation.  We understand Ms. [redacted] is requesting a refund. On May 20, 2016, we received the receipt of the Revdex.com complaint.
 
Our records reflect on March 27, 2016, the customer self-booked a package reservation for [redacted] and [redacted], using Expedia.com. Travel was on United Airlines, departing May 13, 2016, from Los Angeles, California to Cancun, Mexico; returning on May 17, 2016, from Cancun, Mexico to Los Angeles, California. The hotel was at the Grand Oasis Sens-Adults Only-All Inclusive, check-in date May 13, 2016, check-out date May 17, 2016. The customer is stating once arrived at the hotel had several complaints due to bugs and cleanness of the hotel.
 
Upon further researching this matter, we can confirm on May 14, 2016, the customer contacted Expedia, advising the hotel and room is not clean and there were bugs in the hotel.  Our agent contacted the hotel, who advised there was no complaint found from the customer. The hotel advised Expedia we would need to speak to the main office, however the office was closed. Our agent advised the customer, Expedia would need to contact the main office once they were open and would contact the customer back.
 
On June 8, 2016, Expedia contacted the hotel on the customer’s behalf; they advised that they found no complaint from the customer during their stay. The hotel advised that the customer did stay at the hotel. The hotel will not authorize the refund for the hotel booking.
 
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 ticket purchased. 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 strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies. The customers do have the capability to view hotels reviews online before purchasing the reservation.
 
We hope the customer understands, Expedia must adhere to the vendor’s 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

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 a refund.
Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that [redacted] provide us with an email address used to book the reservation and 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]
Corporate Customer Service

March 15, 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, 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.
We understand form Mr. [redacted]’s complaint that he is unhappy with Expedia’s VIP program. VIP Access is Expedia's premium hotel network that provides a special benefit to elite customers.Based on availability and their rewards status, elite customers receive certain +VIP benefits. Mr. [redacted] feels that we should be able to provide details of each amenity that is offered under each hotel associated with the program.
Members get exclusive prices and special deals on +VIP Access hotels. Expedia+ silver and gold members get even more 250 bonus Expedia+ points just for booking a +VIP Access hotel. Special amenities and services at select hotels, such as:
 
- Free Parking
 
- Spa Credits
 
- Complimentary Food and Drink
 
- Upgraded in-room Entertainment
 
- Priority Check-in
 
However, Expedia offers travel deals from time to time, which usually last for up to 36 hours. In addition, rates and availabilities are constantly changing. Thus, we cannot guarantee you will get the lowest/offered deal unless purchased and reserved.
 
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 satisfactory to me.
More important, thank you for your assistance in this matter.
Sincerely, [redacted]

September 18, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, 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] for [redacted] (Revdex.com case number [redacted]) regarding a flight refund request.
 
Our records reflect on September 24, 2016 the customer accessed Expedia.com and booked a round trip flight departing on December 10, 2015 from Orlando, Florida to Belo Horizonte, Brazil, returning on April 29, 2016 aboard Azul Airlines. 
 
Azul Airlines had a schedule change that cancelled the return flight and the offered re-accommodation, leaving from Sao Paulo, Brazil was not acceptable to the customer. She has asked to be refunded for the return portion of her flight. 
 
Expedia serves only as a third party booking intermediary.  As Azul Airlines was the merchant of record, the party that debited the customer’s credit card, they would be responsible for the refund of the fare. 
 
We have communicated with the airline on previous occasions and regret to hear that the refund was not processed. 
 
On September 19, 2016 Expedia spoke to Azul Airlines who stated they had the customer listed as a “no-show” for the flight rather than as not accepting the alternate flight offered.  They have agreed that they will change the status and a refund of the return leg of the trip will be processed.  Expedia will be sending follow up confirmation information to Azul on September 20, 2016 on behalf of the customer. 
 
The refund will be made to the customer’s original form of payment and the airline refund timeline can be up to two billing cycles. 
 
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 Department
 
 
Re: Expedia Case #: O-[redacted]
 
 
Dear Revdex.com,
 
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
 
The account was created on November 11, 2016, and it has been deactivated.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

April 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 for Mr. [redacted] (Revdex.com case number [redacted]) regarding package bookings.
Our records indicate that on March 14, 2016, and March 17, 2016, Mr. [redacted] created package reservations with the assistance of Expedia representatives, itineraries [redacted] and [redacted]. Both reservations were cancelled and refunded in full within 24 hours of booking. Mr. [redacted] states in his complaint that he was not satisfied with the customer service provided by Expedia when creating his reservations due to a price increase incurred during his booking process.
We apologize that the lower price that Mr. [redacted] attempted to purchase his selected package for became unavailable.  We understand that this situation can be very frustrating, and we’re sorry that he was inconvenienced.  Like all online travel companies, Expedia works from live inventory.  This means that all travel agencies and the vendors themselves book from the same inventory pool.  Occasionally, more than one customer may be searching for the same flights/hotel on any number of websites. Once a flight/hotel is purchased, the vendor updates their inventory and this may make the product unavailable for others to purchase for the same lower price.
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. Regrettably, we are unable to guarantee a price until a purchase has been completed and paid for in full.
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

July 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, 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 13, 2016, Mr. F[redacted] booked roundtrip flights for travel May 29, 2016, through July 5, 2016. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative.
We understand from Mr. F[redacted] complaint that he checked his itinerary and noticed that his flights were scheduled for the wrong date. He intended for his trip to begin on June 30, 2016. Mr. F[redacted] says he contacted Expedia for assistance and was informed that we could do nothing about the matter as this was a self-booking and therefore a customer error.
On July 7, 2016, we contacted the merchant of record (the company who charged the customer’s credit card), United Airline on Mr. F[redacted] behalf and were advised that he had been deemed as a no show. We requested that they change the status of the tickets from suspended to open status, to allow the customer utilize the airline credit as the tickets were unused. United Airlines honored our request and issued airline credit equal to the value of each ticket. When Mr. F[redacted] is ready to use the credits, United Airline requires a rebooking fee of $200.00 per passenger and a $50.00 ticket reissue fee per passenger.
Please note that each of the airlines with which we do business, establish their own rules and policies. We are bound by these rules and policies and must adhere to them. We regret any inconvenience encountered by Mr. F[redacted] as it relates to this matter, but Expedia made no errors that would warrant a 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,
Marlon J[redacted]
Tier 3 Customer Service

July 23, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
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 concerned that two attempts to book package itineraries produced pending authorizations when her bookings failed.  She believes Expedia debited her bank account for the failed transactions. On July 23, 2015 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
 
Our records indicate the customer accessed Expedia.com and attempted to book a travel package which included flights, hotel rooms, and a car rental.  The attempts failed and the customer was concerned that her account may have been billed. 
 
From our research we show that these actually were pending authorizations.  The bank or credit card company will put funds on hold in anticipation of paying a vendor, when an attempt to purchase something is made.  When the transaction does not go through, whether it’s due to the customer not completing the purchase,  the card not having enough available credit, or the bank’s daily spending limit being too low, the money will sit on hold in pending status, until the bank or card company releases it back to the customer for their use.  We know this can be confusing or frustrating for the customer; however it is a function of their bank.  While Expedia can contact the bank or card company and ask that they release the authorization, we have no authority to force the bank to do so.  Most banks will release the pending authorizations within 48 – 72 hours automatically. 
 
As we were unable to speak to the customer today, to ensure the authorizations were released and her funds made available to her again, we are responding with the belief that this matter has been resolved between the customer and her bank.  If she has further information or needs further assistance from Expedia, we would welcome her response back to 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,
 
Roseanne G[redacted]
Tier 3 Customer Service

January 5, 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 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 recent 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. In addition, we are requesting the customer state if they were attempting to utilize a coupon regarding the points she claimed were incorrect. 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] Corporate Customer Service

Complaint: [redacted]I am rejecting this response because: I purchased the tickets from Expedia, I am expecting get the refund from Expedia too.  
 
My friends traveled with us, Mrs. [redacted], Revdex.com ID# [redacted], got the full refund $512.40 for two people.  I do not see why We had to go thru LAN Air.  My mom [redacted] filed another Revdex.com claim also.  So for both of us, we should get $512.40, not just the TAXES.  When 4 of us were at Buenos Aries Airport, Lan Air agent who gave us the official flight cancellation letter told us that Expedia will refund us.
Sincerely,[redacted]

Revdex.com:I refund from Expedia in the amount of $5,856.24 has been applied to my credit card. Sincerely, [redacted]

February 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 flight reservation.  We understand Ms. [redacted] is requesting a refund. On February 17, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on February 15, 2017, the customer self-booked a one-way flight reservation. Travel was on American Airlines, departing June 11, 2017, from Kansas City, Missouri to San Diego, California, via itinerary number [redacted]. The customer is stating they canceled the flight within the 24-hour cancellation; however the customer has not received the refund.
 
Upon further researching this matter, we can confirm on February 15, 2017, the customer self-canceled the flight reservation. We found no record that the customer contacted Expedia regarding the refund.
 
Expedia serves as a third-party intermediary for travel providers such as hotels, care rental agencies, and airlines, and are subject to the rules and restrictions of those providers.  When a customer makes a purchase, Expedia applies a credit authorization toward the credit card to determine if the card is valid. This is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is different. Although the credit card authorization is attempted on our website, they are not charges from Expedia.
The pending authorization would have fallen off up to 24 to 48 hours. Expedia request that the customer contact their credit card company or bank to confirm that the amount was removed.
 
If the amount was not removed and still showing as a confirmed charged, Expedia request that the customer provide a letter head from their credit card company or bank stating that the charge was not removed.
 
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

Complaint: [redacted]I am rejecting this response because:
Thank you for the detailed response, really appreciate the time that was taken for this. I'm not satisfied with the final outcome but will understand why Expedia is making that statement.
From Expedia point of view, the flight was canceled. From the customer point of view, the flight was changed. I'd have hoped/assumed Expedia would stand by their customers on their exact experience, but the reality is Expedia stands by what 'it' thinks based on its policy, even when that is different from the exact experience of the customers. The fact that the current systems are doing it this way today doesn't necessarily mean that it is the 'right' thing for the customers. Some flight changes are inevitably done at last minute. It won't be practical for customers to always call Expedia first to make this kind of changes. Although airlines may need to takeover, Expedia can still do something to protect the customers' right, which it failed to do in this particular case.
Sincerely,[redacted]

February 7, 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, 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 January 28, 2017, Mr. [redacted] booked a one-night stay at the Howard J[redacted] from January 28, 2017, through January 29, 2017. According to Mr. [redacted] complaint, he was subjected to dissatisfactory customer service. He stated that a new account was created for him during booking although he already had an active account. He requested that all of the points that he had accumulated over the years be restored by combining his accounts and that someone contact him.
We have reviewed our records and based on our documentation, we spoke with his regarding the matter on January 28, 2017. The representative who assisted him with booking, misspelled Mr. [redacted] email address and created a new account as a result. Our notes mention that we offered compensation but, Mr. [redacted] disconnected the call. On February 7, 2017, we attempted to reach Mr. [redacted] via telephone unsuccessfully.
Please offer our apologies for the inconveniences and frustrations that Mr. [redacted] has encountered. It is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr. [redacted] feels Expedia has done so.
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

July 10, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: 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 her 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 vacation package. We understand the customer is requesting a refund for the additional resort fees charged by the hotel.  On July 8, 2015, we attempted to contact the customer to acknowledge receipt of her Revdex.com complaint but were unable to reach her. Our records indicate on June 5, 2015, the customer or an authorized user in the account self-booked a vacation package on Expedia.com for two adults traveling one-way from [redacted], **, with US Airways, to [redacted], **, with a connection in [redacted], **, on June 19, 2015. Hotel reservations were with The [redacted] checking in on June 19, 2015, and checking out on June 22, 2015.   We can confirm on June 25, 2015, we received an email from the customer stating the hotel charged an additional $75.00 for the resort fee ($25.00 per night) that was not previously advertised.  A response was sent to the customer advising her to contact the hotel direct to discuss the charge further. On July 8, 2015, we were able to speak with a hotel representative at The [redacted] who confirmed the resort fee was not updated at the time the customer booked her reservation.  As a result, the hotel is processing a refund in the amount of $75.00 to the original form of payment that was used to charge this fee.  The time that it takes the refund to process depends on how quickly the credit card company processes these requests.  We apologize for any misunderstanding that may have occurred as a result of the resort fees. 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,Millicent F.Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:Your explanation is redundant. As I have mentioned before, it is completely illogical for such a significant price change in a matter of seconds while in the process of booking.  AGAIN, If I had known that the price would change in the time that it took the representative  to repeat the booking information, I would have asked her to not repeat the information and just click on accept. I have been traveling for many years and have never encountered such an issue. I have used travel agents who consistently provide me with the best price availabile and have even honored a price match from other agents or Internet pricing. I completely understand that pricing can change, and have repeatedly stated that as I am a frequent traveler. Prior to quoting a price and gathering credit card information from a customer, Expedia should tell customers that the price can change after a price has been agreed upon for and credit card information has been provided, so as you avoid future occurrences. Furthermore, your customer service is extremely lacking. No customer should be placed on hold for several hours, only to have their call dropped. It is apparent that Expedia has no interest in customer satisfaction. As I have previously told one of your employees who provided me with yet another unreasonable excuse, I have no interest in doing business with your deceitful and poorly managed complany. I will continue to share my experience with others so that they can avoid disappointment. Sincerely,[redacted]

July 13, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear [redacted] did not accept our response.
We have further researched [redacted]’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to honor to [redacted]’ request for compensation.
 
Without hotel approval, Expedia was unable to cancel the reservation and guarantee a full refund. This was due to the [redacted] Hotel’s cancellation policy. We see no error on the part of Expedia and we cannot honor [redacted]’ refund request at this time. The reservation in question was not canceled by an Expedia representative. 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