Expedia Inc

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]

December 14, 2016
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, 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 November 9, 2015, Mrs. [redacted] booked a two-night stay at the [redacted]-Hotel from December 25, 2015, through December 27, 2015. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative.
We understand from Mrs. [redacted]’ complaint that she checked the reservation with the hotel and was informed that she had booked a suite which was smoking and accessible. She told by the hotel that she would need to contact Expedia to request a change the room type. She contacted our office and we called the [redacted] on her behalf regarding her requested change. The hotel agreed to allow the change and waive the associated penalties, however; they advised that the change would be at an additional cost of $45.58. Per our documentation, Mrs. [redacted] did not agree and opted to leave the reservation as is. Please note that each of vendors with which we do business establish their own rules and policies for changing reservations. We are bound by these rules and policies and must adhere to them. While we understand your concerns, we do not see any error by Expedia and as a result, we are unable to honor Mrs. [redacted]’ request of a refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

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

February 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] (Revdex.com case number [redacted]) regarding seat assignments and customer service issues. We understand Mr. [redacted] is concerned that he didn’t receive the level of service he expected when contacting Expedia regarding airline seating assignments. On February 18, 2016 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
Mr. [redacted] did not provide an itinerary number for us to research, however, we do wish to address his issues.
Expedia regrets the service Mr. [redacted] received was less than satisfactory.  Comments such as his are read by numerous people within Expedia and help shape our policies and practices.  It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients 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.  We would like to assure Mr. [redacted] that his business is important to us.
With regards to the seat assignment issue the customer is referring to; the airlines retain total control over the selection and assignment of airline seats. Expedia makes every effort to assign seats to all of our customers, as we do recognize the importance of receiving preferred airline seating. Regrettably, there are times that we are unable to assign seats due to restrictions placed on the reservation by the airline. In these circumstances, seats will only be assigned upon check-in. Customers may contact the airline directly at any time, and a majority of the airlines will assign seats in advance for the customer, which may result in a fee.
The following information is available on the customer’s itinerary:
Seat assignments, meal preferences, and special requests must be confirmed with the airline; we cannot guarantee that they will be honored.
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

April 4, 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

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]

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...⇄

Complaint: [redacted]I am rejecting this response because:
In Expedia's latest response, they claimed that they contacted Eurocar but didn't mention any findings.
I am really disappointed with their repeated "copy and paste" responses without any real investigation into the matter.
I booked service through expedia.com which they didn't fulfill and led to inconvenience and extra costs to me, I will not accept their response until they at least cover the $120 taxi bill.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,
 
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 under the condition that I receive the refund they've now said they've issued, in the amount of $83.67, back to my credit card. I was told on June 12 to send in the documents proving I had to pay twice and did so accordingly on June 15th so this issue has taken far more time than just the 27 days they mentioned in their most recent response. I do, however, apologize for how illegible my previous response was as I wrote it on my smartphone and was pretty upset that a multi-million dollar company tried to tell me they weren't able to open up PDF and Word Documents. All that being said, as mentioned above, should the refund actually be processed back to my card, in the amount of $83.67, then, and only then, I accept the response from Expedia. Should this refund not be processed then I will follow up accordingly taking the measures necessary to ensure that it does!Sincerely, [redacted]

March 15, 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 package reservation.  We understand Ms. [redacted] is requesting a refund.  On March 15, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint, however she was not available.
Our records reflect on February 19, 2016, an Expedia agent assisted the customer booked a package reservation.  Travel was on JetBlue, departing June 23, 2015, from New York to Cancun, Mexico; returning on June 29, 2015, from Cancun, Mexico to
New York.  The hotel stay was at the GR Solaris Cancun & Spa-All Inclusive, check-in date June 23, 2015, check-out date June 29, 2015.  Also included in the package, was roundtrip transportation in Cancun, Mexico, pick-up date June 23, 2015, drop-off date June 29, 2015.  The customer is stating they called to rebook using a flight credit and was advised the flight credit had been confirmed on the booking, however it was not.
Upon researching this matter, we can confirm on January 28, 2016, the customer contacted Expedia needing to rebook her flight using the flight credit for [redacted], [redacted] and [redacted].  Our agent found the dates, and advised the customer the change fee would be $150.00 per person plus a fare difference of $72.95 per person, the customer agreed.  The agent processed the exchange.  New travel dates:  Depart on August 23, 2016, from New York to San Francisco, California; returning on August 29, 2016 with JetBlue.
On that same day our ticketing department advised us they are unable to process the exchange as there was some confusion over the information the previous agent noted on the tickets.  Our agent confirmed the error and contacted the customer to advise them that the flight was not confirmed.  The agent spoke to [redacted]; she advised she was not able to speak at the moment and will have to call Expedia back on the next day.  The agent noted the case and no further action was taken.
On February 16, 2016, the customer contacted Expedia wanting to rebook their flight using the credit.  Our agent found the dates the customer requested.  The agent advised the customer the change fee would be $150.00 per person, plus a fare difference of $202.95 per person; however the customer declined to pay the fare difference amount.  The customer stated it was not her error that the original exchange was not completed.  The customer stated she will only agree to pay for the original fare difference amount of $72.95 per person. Our agent advised they could not authorize that and would need to consult with a supervisor.  The customer advised that she wanted to check online herself to see if she could find a lower fare and would call back later.  No further action was taken.
In reviewing Ms. [redacted]’s account, the tickets are nonrefundable and the flight credit amount of $1,736.00 has expired.  Travel needed to be completed by the original issue date of February 19, 2015.  Expedia will honor the credit amount minus the change fee of $150.00 per person.  Regarding the fare difference, the customer and Expedia will split the cost of the fare difference and each pay half.  In addition any remaining or unused credit will be considered as lost, the customer must book and complete travel by this year.
Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors.  Each airline has its own specific set of policies and procedures as does each ticket purchased.  JetBlue was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card).  We hope the customer understands, we cannot honor the request for a refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:Hi, sorry for the delay. The complaint has absolutely not been resolved and the company will never call me back or respond. Please help me, this is been a nightmare and I can't even use my account through Expedia still.Sincerely,
[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<

June 23, 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 August 18, 2015, Ms. [redacted] booked a flight that she canceled on October 1, 2015. According to her complaint, Ms. [redacted] contacted our office to apply the credit towards the cost of a new ticket but was unable to as she was informed that our system was down. She booked her flight directly with an airline after her unsuccessful attempt to use her credit of $409.20. She is requesting that we issue the refund since she was not able to use the credit to book her flight.
We contacted Ms. [redacted] by phone and apologized for the inconvenience. We offered to issue the refund that she requested a courtesy. She accepted. We advised that we would process a refund of $409.20 to the original form of payment. This refund could take 3-7 days to post.
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. However I am concerned about Expedia having told me they can see my trips for 2014 and that they can clearly see I spent enough money to justify my claim. I do not understand why the flight information is needed if the amount of money I have spent clearly shows what my status should be. I have a 1 day old email from Tier 3 Customer Support that supports what my status should be. I'm just really confused by their response. Sincerely, [redacted]

Complaint Department
 
 
Re: 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.
 
As previously advised, on May 26, 2016, Expedia did advised the customer would have a flight credit for 1 year from the issue date of May 11, 2015, and must be rebooked by May 10, 2016.
 
The customer did not contact Expedia in time to rebook the flight credit and the credit has expired.  Expedia cannot process any refunds as we are not the merchant of record (the entity that received your funds and the company charging the customer’s credit card).  Alaska Airlines will not authorize any refund or flight credit on the tickets.
 
We cannot honor the request for flight credit or refunds and Expedia considers this matter as closed.  
 
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
 
 
 
 
 Tell us why here...

I can only hope this gets refunded all of this could have been avoided if my situation with the refund was handled on a timely manner.  I don't think it should take over a month to get something resolved, in fact the last supervisor I spoke with acknowledged the fact and added a 75 dollar voucher. I'm not out to get something out of anyone I just wished this process could have been handled better especially from a bug company like Expedia. I just checked my credit card and nothing showing any credits as of yet but I'll definitely keep an eye out for it and hope it doesn't slip through the rocks again. 
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]

October 9, 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 for Mrs. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on September 12, 2015, Mrs. [redacted] self-booked a flight reservation using Expedia’s website, itinerary [redacted]. Travel was with [redacted] from Miami, FL to Columbus, OH, departing on October 8, 2015, and returning on October 11, 2015. The reservation was cancelled by [redacted] on September 29, 2015. We understand Mrs. [redacted] is requesting a full refund of this reservation as it was booked under the incorrect rate.
We have verified that Mrs. [redacted] contacted Expedia regarding this issue and her call was escalated to Expedia’s Corporate Customer Service department. The assisting representatives verified that at the time Mrs. [redacted] contacted Expedia to cancel itinerary [redacted], she provided the itinerary number of a previous booking (cancelled due to the same reason, on the same day), itinerary [redacted], and instead of cancelling itinerary [redacted], our representatives confirmed [redacted] was already cancelled. As no cancellation call associated with the itinerary in question was received, the booking was not cancelled and it became a nonrefundable reservation, per the airline’s rules and restrictions accepted at the time of booking.
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] 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. We hope you understand we must adhere to the policies dictated by the airlines.
Upon further research we have verified that the original price quoted for Mrs. [redacted] reservation was $520.40, and the charge of $2332.40 was collected due to an inaccuracy in the airline’s rate/availability system, affecting Expedia’s website. As a result, a full refund in the amount of $2332.40 was issued by Expedia on October 9, 2015, back to the original form of payment. The time it takes a refund to post to Mrs. [redacted] account depends on how quickly her credit card company processes refunds, generally within 3-7 business days.
We regret Mrs. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused. Expedia welcomes customer feedback in our ongoing effort to improve upon the customer experience. Her comments have been forwarded to the appropriate department to utilize for further training and improvements in our services.
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

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]