Expedia Inc

May 27, 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 11, 2016, Mr. [redacted] booked an Expedia Vacation Package which included roundtrip flights from Los Angeles, California to Natal, Brazil and a four night stay at the Jardim Oceano Hotel Boutique from June 4, 2016, through June 8, 2016.
We understand from Mr. [redacted]’ complaint that he is seeking a refund of $119.06. He states that he was charged $672.06 and should have only been charged $553.00.
According to our records, the total cost of Mr. [redacted]’ booking was $753.38. He received a discount of $200.00 and his credit card was charged $613.22. On May 11, 2016, Mr. [redacted] received a refund of $59.84, bringing his out of pocket expense to $553.00.
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

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:
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]

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

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

April 29, 2015 Revdex.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 Revdex.com complaint from [redacted] (Revdex.com case number [redacted]) regarding a vacation package.  We understand Mr. [redacted] is requesting a copy of his itinerary. On April 27, 2015, we contacted Mr. [redacted] to acknowledge receipt of his Revdex.com complaint. Our records indicate on April 14, 2015, our agent assisted the customer in booking a vacation package that included a flight and hotel reservation under itinerary (insert the number). Travel is on May 11, 2015, from College Station, TX to Las Vegas, NV, and returning on May 15, 2015. Hotel stay is with [redacted] [redacted]; also booked on a separate itinerary, [redacted], roundtrip airport to hotel shuttle for travel on May 11, 2015.  The customer is stating is has encountered difficulty in receiving his confirmation email of both itineraries. Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of the vendors.  It is never our intent to inconvenience our customers and it is disheartening when our customers feel 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. In reviewing Mr. [redacted] account, we have no record of him contacting us to request a confirmation email. We have verified his itineraries are linked to his permanent account associated with the email address of [redacted]@aol.com . This account was created on April 14, 2015, when the customer booked his package reservation. Once the booking was finalized, a confirmation email would have automatically been sent to this email account. We apologize for any inconvenience encountered as a result of this matter.  On April 27, 2015, we contacted Mr. [redacted] to confirm the details of his trip. Although we were not able to confirm why Mr. [redacted] did not receive the original booking confirmation in his AOL account, we resent the confirmations and he has confirmed they were received.  We regret Mr. [redacted] experience was not as we would have hoped. The feedback the customer has provided will be helpful in looking at our customer service and gauging our customers' satisfaction and perceptions. For your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers. We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:Expedia's response didn't answer my previous message regarding listing inaccurate cancellation policies during booking process. At the product listing page, Expedia display that "Free Cancellation" in bold font, and also explained that "You can cancel free of charge up until the cancellation window, Cancellations or changes made after Feb 25 or no-shows are subject to a hotel fee equal to the first night's rate plus taxes and fees." As shown in the attached screenshot for your reference. I request the cancel before Feb 25, refer to Expedia previous message. However, only at the very end of process and in a much smaller print shows another cancel polices. 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 is displayed prominently. Again, 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. That's why I request full refund as Expedia advertised. On this basis, I feel that the Expedia booking flow was deceptive and misleading.  
Sincerely,
[redacted]

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

June 22, 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 an Expedia reservation. Upon receipt of the Revdex.com submission, we have verified the customer has submitted this through the channel of the Division of the Consumer Complaint Department. That department is reviewing Mr. [redacted] case and he will receive a response shortly. 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

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: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]

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

August 8, 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

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]

Complaint: [redacted]I am rejecting this response because:the $400 and I have bank statements to prove it .I have already offered Expedia the bank statements to prove that and they have ignored me,I was also told by an Expedia Personnel that I would receive my refund within the next 2 to 3 weeks which never happened, if another bank statement is needed to be emailed, my bank will be sending it so there are no never received issues. thank youSincerely,[redacted]

September 2, 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.
 
We have forward this complaint to our internal department to review the actual transaction to determine if a site error occurred. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
 
Tier 3 Customer Service
 %3

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. Expedia has booked our tickets. 
A few days after I lodged the complaint with Revdex.com, and after a couple of more attempts to contact Expedia's corporate office (and, unfortunately, a few more hours on the phone), the tickets were indeed booked, with a minor additional charge.  Also, Expedia offered a $200 hotel credit to acknowledge the trouble we had gone through (I thank Expedia for this).  The fact remains, though, that a customer should not have to go through this elaborate and frustrating process merely to avail a credit from the company.  I hope that my complaint will prod them towards improving their customer service process.
I truly appreciate Revdex.com's efforts and facilitation of problems like these.
Sincerely, [redacted]

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