Expedia Inc

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

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: It is not at all helpful.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

August 18, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on July 27, 2015, Mr. [redacted] booked one-way flights from Chicago, Illinois to Boston, Massachusetts departing on August 16, 2015. We understand from Mr. [redacted] complaint that he was charges additional fees by [redacted] that he was not made aware of during booking.
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.  It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.
As an offer of goodwill, we would like to offer a $100.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. This coupon is available within the customer’s account for immediate use and is valid for one year from the date of issue.
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 4, 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 Better Business...

Bureau 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 Ms. [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.
Our records indicate that on June 19, 2015, the customer self-booked a nonrefundable hotel reservation using Expedia’s website, itinerary [redacted]. The reservation was with [redacted], Philippines, for a check in on July 19, 2015, and a check out on July 22, 2015. We understand Ms. [redacted] is requesting a full refund of this booking.
We have verified that at the time of booking Ms. [redacted] agreed to the following hotel imposed cancellation and change policy:
Non Refundable
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
On June 19, 2015, Expedia was contacted in regards of this issue. The assisting representatives contacted the hotel on Ms. [redacted] behalf to request a refund as the customer wanted to cancel the booking. The hotel denied the refund request, however, advised that if the reservation is re-booked the penalty fees will be waived. Expedia’s representatives assisted by creating a new reservation with the same property, but for different dates, as requested by Ms. [redacted].
A full refund of the original booking was issued on June 19, 2015, back to the original form of payment, as approved by the hotel. The time it takes a refund to post to the customer’s account depends on how quickly her credit card company processes refunds, generally within 3-7 business days.
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the hotel.
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

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, 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,

Complaint: [redacted]I am rejecting this response because:
 
The business failed to provide an adequate response. I personally called Azul and Expedia together 3-way because I would always get different answers from different people. While on call, Azul transferred back control to Expedia. What is more, I have Expedia various opportunities to resolve the issue. They never did. Different representatives have promised to fix the problem and still have not fixed anything. I finally got through to a manager at corporate and I got the same story. He said he would "personally fix it". He promised he would call back as soon as it was fixed and that he personally emailed Azul. Nonetheless, the same result from the company.... Nothing!
I contacted Expedia and booked through Expedia, my credit card statement says EXPEDIA... Not Azul. The people working for this company need to take ownership of problems and fix them. 
I want the payment back plus interest.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because it fails completely to address the complaint that Expedia booked a physically impossible itinerary. Until the company addresses that and provides a full refund, its response is not a response at all.Sincerely,[redacted]

May 31, 2017Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  Expedia Case [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.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. As Dollar Rent A Car was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. As this was not an Expedia error we are unable to authorize a refund of the additional charges.On May 31, 2017 Expedia reached out to Dollar and was advised that the damage waiver that was purchased on May 20, 2017 was optional therefore the customer did not have to purchase the waiver. Furthermore within the rules and regulations that were agreed to upon the booking of the reservation it states “loss damage waiver (LDW) is optional. Additional charges apply.”As a one-time curtesy Dollar has offered to refund the customer 30% and tax of the LDW totaling a refund of $62.45. This was processed to the customers original form of payment.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J[redacted]Tier 3 Customer Service

May 18, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #O-[redacted] Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from Mr. [redacted] (Case number [redacted]).  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered. As previously advised, the car reservation was booked separately but the customer was not charged in advance for the booking.  The customer’s confirmation itinerary listed the type of rental and fees associated with the rental.  In addition, it did state that the car charges would be billed at the time of pick-up.  This information is restated by our customer service representative during the booking process and before the booking is completed.  While Mr. [redacted] is stating he wanted the car rental as part of the package, it did not impact the cost of his package.  He was only charged for the flight and hotel in advance.  In addition, the majority of the car rentals on our website are pay-later bookings. We sincerely regret that we are unable to offer a more satisfactory response or resolution for Mr. [redacted] concerns.  At Expedia we try to provide not only excellent customer service but we try to exceed what is expected of us.  As [redacted] Car Rental was the merchant of record and the company that charged his credit card, we are unable to provide a refund for any portion of the car rental booking.    We thank you for allowing us the opportunity to address this matter further.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

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, 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

September 1, 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 online prices. We understand Ms. [redacted] is requesting that Expedia honor the prices online. On August 29, 2017, we received receipt of the Revdex.com complaint.
 
Expedia works from a live inventory and prices and/or availability can fluctuate.  The reservation is not confirmed, until it is booked or ticketed. 
 
In reviewing the account, the customer does not have an active reservation. Expedia is unable to honor the request for the prices online.
 
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

May 4, 2015 Re: Expedia Case#’s: O-[redacted] and 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 consumer complaint from [redacted] (Revdex.com Case [redacted]) regarding a car rental reservation and a package vacation.  We understand Mr. [redacted] is requesting a refund of $2156.56 listed as the disputed amount in the complaint.  On April 30, 2015 we contacted Mr. [redacted] to acknowledge receipt of his Revdex.com complaint. Our records indicate on April 8, 2015, the customer contacted our customer service department to book a vacation package for travel on April 16, 2015 from Evansville, IN to Phoenix, AZ with a connection in Charlotte, NC, and returning on April 21, 2015.  Hotel reservations were with the [redacted] hotel for the Fairmont Room, one king bed, and a request for a garden view.  Additionally, we booked a car rental for Mr. [redacted] with [redacted] for pick-up at the Phoenix airport.  The car rental booking arranged for payment to be provided to the car rental company direct at the end of the rental period.  Estimated taxes and fees were included in the car rental quote. Expedia.com serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners. However, if one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us immediately while you are at the property so that we can provide an appropriate resolution.  Unfortunately, we were unable to locate any record of contact from the customer to report his concerns regarding the hotel changes that were made by the hotel for the room reservation. We can confirm on April 25, 2015, we received a call from Mr. [redacted] stating that he was billed twice for the car rental.  We researched the customer’s reservation and confirmed the car rental was booked separately outside of the package and the customer was not charged in advance; the customer chose the option to submit payment directly to [redacted] at the end of the car rental period.  To investigate Mr. [redacted] complaint regarding the room modification, we contacted the reservations department at the [redacted] hotel and spoke with [redacted].  She confirmed the hotel was unable to provide the original room booked by Mr. [redacted], but in its place, provided the customer with an upgraded room with a better view at no additional charge.  The customer accepted the upgrade, so the hotel considers the issue resolved.  With regards to the seating arrangements on the flight, Expedia does not guarantee a specific seat on the flight.  As stated on the booking confirmation, any specific seat requests must be addressed with the airline directly.  As the reservation was fully utilized, Expedia is unable to provide a refund for the vacation package. Despite our customer’s recent experience, we encourage him to continue to use Expedia for his future travel arrangements. As a gesture of goodwill we will like to offer a $50.00 travel voucher to use on a future booking.   The Terms and Conditions for Use of the Coupon is provided below: http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp 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 Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear [redacted] did not accept our response and/or resolution offered.
 
As previously advised, on June 30, 2016, Expedia did send the requested information to the airline.  Expedia is still waiting to hear back from the airline.  We are taking every step to come to a resolution.  
 
Expedia is still working on the customer’s request for the refund; until the airline authorizes the refund request, Expedia cannot submit the refund.
 
Expedia will contact the Revdex.com and customer once the airline advises us of the customer’s request.
 
We thank you for allowing us to address this matter further. 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

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. They have refunded my money and I'd like to cancel the complaint please.
Sincerely,
[redacted]

May 23, 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

October 7, 2015
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on February 223, 2015, Ms. [redacted] booked a flight for travel January 2, 2015, through January 9, 2015. Regrettably, on June 22, 2015, she had to cancel her flight and was issued an airline credit valued at $482.60.
Ms. [redacted] contacted our office to apply her credit towards the cost of a new flight on September 14, 2015. According to our records, there were technical issues on our end that affected our ability to process her request at the time. Ms. [redacted] was transferred to various agents and ultimately unable to book the flight she wanted at the price that she viewed online. As a result, she is requesting a refund of $482.60, the cost of her ticket.
On October 7, 2015, we contacted Ms. [redacted] via telephone and apologized for the issues that were mentioned in her complaint. She informed us that she ended up booking the flight that wanted through a different company due to our inability to assist her at the time of her calls to our office.  
After giving the matter full consideration, we agreed to process a refund to Ms. [redacted] for the inconvenience. A refund in the amount of $482.60 was issued on October 7, 2015. Refunds like this typically take 3-7 business days to post to individual accounts, depending on how quickly her credit card company processes refunds.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[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]

September 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 to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Mr. [redacted] is requesting a refund. On August 27, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on November 5, 2015, the customer self-booked a one-way flight reservation for [redacted], [redacted], [redacted] and [redacted].  Travel was on [redacted] Airlines, departing June 9, 2016, from San Francisco, California to London, England. Itinerary Number: [redacted]. The customer is stating due to an airline schedule change, their flight was canceled. The customer is stating they have not received the refund for the flight.
 
From time to time and for a variety of reasons, airlines issue schedule changes.  We understand that these changes can be inconvenient, time consuming and not customer friendly.  However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers.  [redacted] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Expedia has no control over when or how often an airline initiated schedule change occurs.  Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
 
Only the airline can make changes to a customer’s flights.  These changes are not related to the type of ticket that was purchased or the company they were purchased from.  Airlines rarely tell travel agencies why they make a change.  Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues.
 
Upon further researching this matter on January 26, 2016, the airline sent an airline schedule change. An automated email was sent to the customer. We can confirm there were two more airline schedule changes one on February 11, 2016 and March 20, 2016. The customer was sent an automated email for each airline schedule change.
 
On January 26, 2016, the customer contacted Expedia regarding the schedule change. Expedia contacted [redacted]; they advised they exchanged the tickets.
 
On April 19, 2016, the customer contacted Expedia regarding the schedule change. Expedia contacted [redacted], they provided two options the customer can move the departure date; however the customer declined. The other option is to cancel and submit for the refund. The customer agreed.  Expedia submitted the request for the refund to the airlines.
 
On August 31, 2016, Expedia contacted the airlines on the customer’s behalf; they authorize the refund for the flight. Expedia submitted the refund request.
 
The timeframe for the refund will be up to 8-weeks; which is a standard for all airlines.
 
Since the airline is processing the refund. Expedia cannot honor the request for the refund and considers this matter as closed and will no longer address this matter any further.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
 
Sincerely,
Delia K[redacted]
Tier 3 Customer Service