Expedia Inc

August 27, 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.com is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the refund and exchange issues.
 
Our records show on April 19, 2016, Mr. [redacted] self-booked an Expedia.com flight reservation via booking number [redacted] with travel dates as August 25 to September 19, 2016. We understand from Mr. [redacted]s complaint, wrong information was provided by a customer service agent regarding the exchange policy and is requesting compensation.
 
Upon researching the customer’s complaint, we can confirm, on August 20, 2016, a refund in the amount of $479.55 for the residual amount of the ticket after being exchanged was processed back to the original form of payment. As usual the credit card company will make the credit available depending on their refund timing policies.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Mr. [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,
 
Angel A[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: I have not received the refund from Expedia. To clear any confusion, in their response, Expedia made reference to a credit card company, however, the payment was made with my Wells Fargo debit card. It has now been sixteen days, and my bank (Wells Fargo) said the hold up is not the bank processing the refund. They said it is Expedia. 
Sincerely,
[redacted]

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 March 17, 2016, Ms. [redacted] booked an Expedia Vacation Package which included roundtrip flights from San Francisco, California to Las Vegas, Nevada and a two-night stay at the Venetian Resort Hotel and Casino from April 2, 2016, through April 4, 2016.
We understand from Ms. [redacted] complaint that she is seeking a refund of $394.40. According to the complaint, Ms. [redacted] canceled the package a couple of hours after booking. She stated that she that she received a refund for the hotel but, has not been refunded for the airfare.
After review, we can confirm that the package was voided on the same days as the booking itself. A refund was issued for the hotel by Expedia and the merchant of record (the company who charged the customer’s credit card) Virgin America is responsible for issuing the refund for the airfare.
Ms. [redacted] contacted our office on May 24, 2016, stating that she had not received the refund. We asked that she provide a billing statement and she agreed. We have not received the statement yet, but upon receipt we will be happy to advocate on her behalf to ensure that she receives her 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

Complaint: [redacted]
I am rejecting this response because I am not requesting a refund. I am requesting the opportunity to rebook my tickets. I was in touch with Expedia in September, about 2 months before the flight and was told I could rebook the tickets minus a rebooking fee, with certain restrictions such as one leg of the flight must be on a [redacted] flight. why would I be told this one day, and now the company states there's no record of it. How could I possibly fabricate this? Seeing as Expedia has about $2000 of my money and I have nothing to show for it, I really demand that they honor what was originally stated, where I would be able to rebook my tickets. Sncerely, [redacted]
Sincerely,
[redacted]

This is in reference to complaint no. [redacted] (status closed). I originally complained against Expedia with Revdex.com a few months back since they refused to cooperate with me and refund me the amount of $2467.30. On April 29th, Marlon J[redacted], on behalf of Expedia's Corporate Correspondence Team, replied as shown below: "Please offer our apologies in regards to the misunderstanding with Ms. [redacted]’s reservation. We regret any inconvenience that may have occurred and would like to assure her that every reservation is important to us. The vacation package was canceled and refund offered. After further review, we processed a refund of $2,467.30, to the original form of payment on April 29, 2017. Please inform Ms. [redacted] that the refund will appear in her account in about 3-7 business days." As a result, I thought the matter was resolved since Bank of America has granted me credit for said amount. The complaint was closed shortly thereafter. However, on June 15, 2016, I was notified by Bank of America claiming that Expedia refuses to refund the remaining $667.30, and that Bank of America only received a refund for $1,800. Based on what had transpired, we know that Expedia is maliciously and intentionally misled me, the consumer, and all the other entities involved in this process. The company has reneged on its promise to grant me the full refund of $2467.30 by withholding $667.30. This matter should have been resolved amicably between me and Expedia and definitely should not have taken three months. I will never, ever, ever, do business with Expedia again. I wish everyone knows about the company's shady practices! [redacted]I hereby demand a refund of Expedia for $667.30.

February 17, 2018Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: [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.Calls are monitored for quality control, however not every call is captured by our system. Also we have previously offered to compensate you for the $100.00 cancel fee changed by the airlines, based on the type of ticket you purchased changes can only be made by the airlines directly, Expedia is not the merchant of record (the entity that received the funds and the company that charged the credit card) any refunds would come from Spirit.Spirit also advised you could visit their website to request a name correction @ www.spirit.com/help and completing the form on the site, the airlines did not indicate if there would be a fee for the name correction but they did advise a respond would be received 48 hours after the request was submitted.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,Kiki R[redacted]Corporate Customer Service

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

February 14, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms. [redacted]. We regret to hear that she did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. As stated previously, each airline has its own specific set of policies and procedures as does each ticket purchased. Expedia must abide by the airlines terms and conditions which the customer agreed to at the time of her self-booking the reservation. Expedia contacted the airline directly on behalf of the customer and was advised by the airline that changes are not permitted. Expedia makes every effort to ensure that our customers have a clear understanding of the terms and conditions associated with the travel items they are purchasing. We provide our users ample time to review the full details of the itinerary which the customer must agree to before completing the purchase. We thank you for allowing us the opportunity to address the issues which have been 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable, but not necessarily satisfactory. I do not believe that Expedia understands that the error was entirely their responsibility and a significant oversight on its part, but appreciate the $100 voucher gesture. In the future, I recommend that Expedia better train its employees to proactively handle errors on their end so that they can competently accommodate guests without hassle. Sincerely, [redacted]

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

Hello Revdex.com, I am pleased to provide assistance with case #[redacted]. Below are the findings and resolution to the case: Findings:According to our records, Ms. [redacted] placed a reservation through [redacted], a company with which Expedia does business through...

the Expedia Affiliate Network,. The reservation was placed for a Superior Apartment, Canal View for check-in on August 6, 2015 through check-out August 8, 2015. The cancellation policy agreed to at the time of booking states:          Cancellations or changes made before 11:59 PM local hotel time, Monday, August 03, 2015 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.       Cancellations or changes made after 11:59 PM local hotel time, Monday, August 03, 2015 are subject to a hotel fee equal to 100% of the total amount paid for the reservation.            Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.Additionally, I have verified that this reservation was cancelled on-line on May 25, 2015 at 11:14 PM. Due to the cancellation a one-night penalty of $569.41 was imposed on this booking. Resolution:I have confirmed, as a courtesy, we have issued a refund in the amount of $569.41 to Ms. [redacted] Visa card which was used at the time of booking on July 2, 2015.  This refund processes within 24 hours and returns to the form of payment used at the time of booking within 3-7 daysor on the next billing cycle. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Rory M.Customer Relations Specialist

October 25, 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. Hotwire 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 customer service issues. 
 
Our records show on October 13, 2016, Ms. [redacted] self-booked a hotel reservation for five rooms via booking number [redacted], with a check-in date as October 27, 2016 for a total of $1,025.95. We understand from Ms. [redacted]’s complaint, it was not clearly indicated that she could not modify the reservation and after trying to contact customer support she has not been able to reach anyone. The customer is requesting the ability to modify the reservation.
 
Upon researching the customer’s complaint, we can confirm via the actual booking path Ms. [redacted] was given the hotel’s cancelation policy that stated the reservation was non-refundable. The customer proceeded to the trip summary page where it again stated if reservation were to be changed, no payment would be refunded plus a link to review the hotel’s change and cancelation policy was provided before payment could be made.
 
Expedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasing. We provide selection details and the room type cancelation policy on several pages as well as the terms and conditions of each rate we offer. Based on the information provided above, we are unable to honor Ms. [redacted]’s change request.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Angel A[redacted]
Tier 3 Customer Service

June 8, 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] (Revdex.com case number [redacted]) regarding a refund request for a hotel reservation.
 
Our records reflect on May 17, 2016 the customer accessed Expedia.com and self-booked itinerary # [redacted] for a stay at the Sandpiper Inn, Virginia Beach, VA to check in on May 20, 2016 and checking out May 24, 2016.  Ms. [redacted] chose to use the Expedia Unpublished Hotel option for additional savings during her booking.
 
Ms. [redacted] is asking for a full refund of her booking as she states she was unaware the booking was non-refundable at purchase, feels the star rating was not correct, and believes her price was not discounted. 
 
To address the concerns brought by the customer;
 
Expedia’s terms and conditions, published on our website, provides in part the following and customers are also advised not to proceed with booking on our site if they do not agree to the terms of use.
 
TERMS of USE for Expedia Website
https://www.expedia.com/p/info-other/legal.htm
This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement"). Please read these Terms of Use carefully, as they contain important information about limitations of liability
 
With regard to the type of booking the customer chose to make, our website terms of use state the following:
·         EXPEDIA UNPUBLISHED RATE RESERVATIONS
·         When available, Expedia, Inc.'s subsidiary, Hotwire, Inc., may offer additional, discounted hotel booking options on the Website. These hotels, called Expedia Unpublished Rate hotels, are different from other hotels offered on the Website in several important ways. The name and exact address of the hotel are not shown until after payment has been made for the booking. All bookings are final and cannot be changed, refunded, exchanged, cancelled, or transferred to another party. Your credit card will be charged for the amount shown even if you do not use the booking. Room type will be determined by the hotel based on the number of guests provided at time of booking. All reservations are booked for stays in non-smoking rooms (subject to availability). Hotel room assignments are determined at check-in and upgrades are not available.
 
 
With regard to star ratings;
 
Expedia star ratings are based on several factors, including our own rating, customer review ratings, and factor in an aggregate of other well respected rating services. Star ratings vary from site to site and also, because they are somewhat customer review driven, they can fluctuate constantly. A current search for the Sandpiper Hotel in Virginia Beach, VA is currently at a 2.3 star rating on Expedia but currently goes as high as 3.9 on Priceline, shows a 3.4 star rating on Google, 3.8 on Orbitz, 4 Stars on Senior Advisor, 3.9 on Booking Buddy, and 3.5 on Yelp.  While individually our Expedia rating may be slightly lower than 2.5, it is within the range this discount program incorporates.  If the customer is uncomfortable with the “averaging” of ratings it may be best to book using our named hotels, so she has the ability to read reviews and select a hotel that she feels is appropriate for her. 
 
Finally, the issue of pricing also has many variables.  Unpublished rates are stated as being “up to 40% off”. They are not guaranteed to be $40 % off of any set base price.  Expedia uses real-time reservation databases for our travel products.  These databases link to our vendor partner’s companies and contain up to the moment prices and availability.  Information on the databases is updated constantly by vendors, as pricing changes and travel related items are sold to our customers and customers who are accessing the same pool of products independently or through other travel companies.  Vendors also limit the amount of their product available at different discounted pricing levels.  Dates, days of the week, and booking levels, as well as other travel industry factors influence the vendor’s pricing.  We offer what the vendor agrees to at the moment when the customer finalizes their booking.  A current search shows the lowest per night price for the Sandpiper Inn to be at $110.00 per night.  The customer paid a base price of $75.00 per night on a weekend booking.  The price was provided and agreed to by the customer, in the final summary screen, just before the payment information was entered, as were the non-refundable terms of the reservation. 
 
While it is never Expedia’s intention to inconvenience any customer, and we regret Ms. [redacted] was not pleased with the results of her booking through our unpublished rate program, the vendor will not agree to a refund for this reservation and we do not feel there was an error on the part of Expedia.  We cannot provide a refund for this itinerary. 
 
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
Hotwire Powered by Expedia.com

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

Hello Revdex.com,I am pleased to provide assistance with case #[redacted].  Below are the findings and resolution to the case:Customer Complaint:The customer states he booked a hotel room at [redacted] on February 4, 2015. The reservation was placed in a room type that allowed for...

cancellation prior to 3:00 PM local hotel time, on Friday,February 06, 2015. When the customer attempted to cancel this reservation, he was unable to complete the cancellation process and was instead advised tocontact various numbers or was repeatedly transferred.  The customer is requesting a refund for the unused reservation in the amount of $468.64. Findings:According to our records, Mr. [redacted] placed a reservation through [redacted].com, a company with which Expedia does business through the Expedia Affiliate Network. The reservation was placed for a Standard Room, 1 King for check-in on February 9, 2015 through check-out February 11, 2015. The cancellation policy agreed to at the time of booking states:  ·     Cancellations or changes made after 3:00 PM local hotel time, Friday, February 06, 2015 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.  ·     Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation. Resolution:As a courtesy, we have contacted [redacted].com regarding Mr. [redacted] concerns. [redacted] has advised they have issued a full refund in the amount of $468.64 to Mr. [redacted]card which was used at the time of booking.  This refund will process within 24 hours and will return to the form of payment used at the time of booking within 3-10 days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Regards,[redacted]Customer Relations Specialist

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

We have reviewed the below request and found that Ms. ** cancelled the flight reservation and were advised that full refund will be processed for the booking. Unfortunately, refund was not processed due to an error.
 
We have already processed the refund for SG$ 298.30 to the original form of payment and the customer is notified with refund timeframe of 5-7 working days.
 
 
Thanks,
Prabind K[redacted]

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

Revdex.com
 
May 23, 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.com regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Ms. [redacted] is currently requesting a refund of $247.00USD, as the customer rejected the response provided by Expedia.com regarding the minimum connection time of the flights booked in the itinerary [redacted].  Ms. [redacted] stated, Expedia.com should be responsible for this issue, as the airline stated Expedia.com sold the flights, which the connection time was invalid.  On May 18, 2016, we received the receipt of the Revdex.com complaint.
 
On May 16, 2016, we contacted the airline in order to provide the best response to the customer and assist her with the refund request.  In reviewing the customer’s account, we have confirmed with Frontier Airlines, Ms. [redacted] was a no-show on April 28, 2016.  Per the airline’s records, the customer did not complain about the connection time, which was valid as the flights were confirmed by the carrier.  Expedia.com works with a live system, which the airlines use to carry their flights availability.  Once an airline sends the flights to Expedia.com, and a customer books a reservation, the flights chosen by the traveler are sent back to the airline to be confirmed and the tickets issued.  Whether there is a connection issue, it is the carrier’s responsibility to notify Expedia.com, as the flights were carried into our system by the carriers.
 
Our records indicate Frontier Airlines confirmed the booking, and issued the ticket of Ms. [redacted]’s reservation on their end.  It is important to mention that once the flights are chosen by the passenger via the Expedia.com website, Frontier Airlines takes over the booking, and not even the ticket numbers are sent back to Expedia.com, as per Frontier Airline’s policy.
 
Expedia.com has a team dedicated and qualified to handle all airline booking issues that are reported by the carriers to Expedia.com Management Team. We have no records indicating the carrier notified Expedia.com regarding a flight been uploaded into Expedia.com system and ticketed by Frontier Airlines with invalid connection time, if the carrier had verify such issue it  is Frontier Airlines responsibility to notify the travelers, as they have total control over the reservation and the flights operated by the carrier. We hope Ms. [redacted] understands Exedia.com is not responsible for the connection time of the flights she had booked, as the availability and connection time of the flights are determined by the carriers.
 
As we previously advised, per the carrier’s policy, Expedia has no approval to process a refund of the unused segment.  The carrier advised, in order to request any refund, Ms. [redacted] must contact the airline directly, via the airline’s website.  Ms. [redacted] must file a complaint with Frontier Airlines’ customer relations department.  Per the carrier, Ms. [redacted]’s request will be reviewed by Frontier Airlines; per the airline’s policy the customer will get a reply within 24 to 48 hours via e-mail.
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,
Misleide B[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. Sincerely, [redacted]