Expedia Inc

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]

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

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]

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]

August 23, 2016
 
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint #[redacted]). We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
 
Expedia’s goal is to provide an exceptional customer experience. The customer is requesting a refund for the cost of the trip and fees incurred for time spent trying to resolved issue.
 
After further research of Mr. [redacted]’ complaint, we can confirm on August 1, 2016, per the customer’s request, an exchange of the original trip was processed and a refund of $111.00 was provided to Mr. [redacted] for the fees assessed for the exchange.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he encountered in resolving this matter. As a courtesy a $50.00 Expedia Travel Coupon was also placed on the Mr. [redacted] account. As a refund has been processed and the issue has been resolved to Mr. [redacted]’ desired outcome, Expedia considers this matter closed.
  
Again, 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: 
The air lines ave only processed one refund still haven't received the other one. This claim needs to be open, let me know if you need any additional information. Thank youSincerely,[redacted]

August 11, 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 his 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<

I have forwarded the cancellations from Expedia to Revdex.com few minutes ago.  They are addressed as "[email protected]" and referenced my complaint ID #[redacted].  Please see these cancellations from Expedia for car rental itinerary #[redacted], and two airline ticket cancellations for $610, and hotel cancellation itinerary #[redacted].- [redacted] Complaint ID #[redacted]
Revdex.com - Please see one of the cancellations for the rental car from Expedia.com, yet it continues lying never received my cancellations.  Rental car itinerary #[redacted]. - [redacted]On Saturday, September 24, 2016 4:33 PM, Expedia.com <[email protected]> wrote:  Your car reservation has been cancelled.  Thank you for choosing Expedia for your travel reservation. We're sorry your plans didn't work out. When you're ready to book a new trip we'll be happy to help you. Pick up12:00pmOct 12, 2016Kailua-Kona (KOA) Drop off12:00pmOct 19, 2016Kailua-Kona (KOA) Compact 2 or 4-Door CarNissan Versa or similarReserved for [redacted] For specific rental questions, contact the car agency at 800 800 4000 (reservation), +1 866 434 2226 (direct)  Price SummaryTotal Price $0.00     Please do not reply to this message. This email was sent from a notification-only email address that cannot accept incoming email.You are receiving this transactional email based on a recent booking or account-related update on Expedia.com. © 2016 Expedia, Inc. All rights reserved. Expedia, Expedia Extras, Best Price Guarantee, Trend Tracker, Insiders' Select and the Airplane logos are registered trademarks, or trademarks, of Expedia, Inc. in the U.S. and/or other countries. Other product and company names mentioned herein may be trademarks of their respective owners. emlcid=PT-ETM-ENSCC-teid1.0-issuX-testX-lang1033-verX-mcidX-segaX-segbX...⇄

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. 
It just makes me not feel confident about future business with them, since I called over 6 times and something so clear and easy was not taken care of, until I went to you.
I really appreciate your help!
Sincerely, [redacted]

February 20, 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 Ms. [redacted] (Revdex.com case number [redacted]) regarding a Hotel Collect reservation. As this particular reservation is a Hotel Collect reservation, no money was charged to the customer by Expedia. Please note that 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 do not own or operate any hotels, nor do we set any cancellation or refund policies. However, on February 20, 2017, Expedia processed a courtesy refund in the amount of $135.50 back to the customer’s original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refunds.  We apologize for any inconvenience this delay may have caused. 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

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

January 13, 2017
 
 
Revdex.com
Alaska, Oregon, & Western Washington
 
Complaint Department
Re: Expedia Case #: O-[redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand Ms. [redacted] is complaining regarding bait and switch. On January 6, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 5, 2017, an agent assisted the customer book a hotel reservation at the La Playa Carmel with two room’s check-in date January 24, 2017, check-out January 28, 2017, via itinerary number [redacted]. The customer is stating Expedia did not provide the correct room type for each reservation.
 
Upon further researching this matter, on January 5, 2017, the customer self-canceled the reservations. Expedia refunded the customer in the amount of $2,605.44 back on to the original form of payment. The time it takes for a refund such as this to appear onto the customer’s account depends upon the time it takes their credit card company or bank to process the refund, generally 3-7 business days.
 
Expedia was able to review the call recording for January 5, 2017. The customer did request an Ocean View for each room; however Expedia booked a Standard room for each room.
 
Expedia strives to provide the highest level of customer service. Expedia regret that your recent experience did not live up to that expectation.  Expedia will ensure that the representative you spoke with will be coached appropriately.  We have provided your comments to our management team in an effort to improve overall customer experience, processes, and additional agent training.
 
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:The response does not reflect that the entire process of getting the refund authorization from [redacted] was first requested on April 7, 2016. I understand Expedia could not control the cancellation of the flight. That is not the issue. In April I spent over two hours on the phone with Expedia and [redacted] to get the authorization confirmed for the cancellation/refund. I was told at that time BY EXPEDIA that it had been received and the credit was in process. I was informed it would take up to 8 weeks. The complaint is that when I called after this time frame Expedia told me no authorization request had been put through and we had to start the process over. The agent admitted to me it was due to an error on their part. I countered that I should not have to wait another 8 weeks for their error in following through on the refund process and was told "too bad this is the way it is if you want your money". I spent a great deal of my time in April trying to get my funds and was told by Expedia it had been handled. The company response is dealing with my follow up call for my money in JUNE and is in no way taking any responsibility for the delay or poor customer service. It should not take over 5 hours on the phone and up to 4 months to get a refund and no apology.Sincerely,[redacted]

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,

Hello Revdex.com,I am pleased to provide assistance with case #[redacted]. Below are the findings and resolution to the case:Customer Complaint:On September 19, 2016, the guest booked a non-refundable reservation at the [redacted] for September 29, 2016 - September 30, 2016 through the...

[redacted] Airlines website.Per the guest's complaint, due to a flight cancellation on September 29, 2016, the guest contacted the hotel directly requesting to cancel the reservation and was advised they could not cancel the booking, as it was less than 24 hours prior to check-in.The guest is requesting a full refund of 74.24 USD.Findings:At the time of booking, the customer agreed to the following cancellation policy: 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. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.We were unable to locate any record of contact with our customer care team until October 16, 2016, over two weeks after the check-out date. Customer care advised the guest of the hotel's prior response confirming as the hotel was billing in full per the non-refundable cancellation policy, we are unable to approve a refund.We always recommend calling customer care at the time assistance is needed, as once the booking dates have passed our support options become limited.Resolution:As the guest booked a non-refundable reservation, the hotel is billing in full, and our customer care team was not contacted for assistance prior to check-in, we are unfortunately unable to approve a refund.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,
Chris D.Customer Relations Specialist

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

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 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]

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

Complaint: [redacted]
I am rejecting this response because:the original cost of this reservation prior to the best price guarantee that I submitted was $211.86. I should have been able to use the $50.00 coupon, thus the reason I am asking for that amount to be credited as I called the same day it was booked to let Expedia know the system popped up with an error msg 
Sincerely,
[redacted]