Expedia Inc

June 20, 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 Ms. [redacted] is requesting a Expedia credit.  On June 1, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on November 6, 2015, the customer self-booked a flight reservation for [redacted] and [redacted], using Expedia.com.  Travel was on WOW Air, departing April 20, 2016, from Boston, Massachusetts to Paris, France; returning on April 26, 2016, from Paris, France to Boston, Massachusetts. The customer is stating, once they were at the airport, they were advised they did not have any tickets.  The customer stated, they contacted Expedia; however, had to buy new tickets with a different airline.
 
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 a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies.  Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation.  This gives Expedia the opportunity to provide an appropriate resolution.
 
Upon further researching this, we can confirm on April 23, 2016, the customer contacted Expedia by email and advised once they arrived at the airport, the airline advised, they did not have tickets for the flights and they had to buy new tickets with a different airline.  Expedia replied and advised, contact us directly.  We found no record of the customer contacting Expedia on April 20, 2016.
 
The customer did reply advising, they were already traveling and would not return until April 26, 2016.  Expedia replied, advising you to contact us directly upon your arrival.
 
In reviewing Ms. [redacted]’s account, the itinerary did advise the customer, the reservation was not confirmed.  The customer self-booked a low cost carrier.  Expedia cannot view any information regarding ticket status, changes, or cancellations.  The customer itinerary does provide the customer with this information.  The itinerary does advise the customer, they would need to confirm ticket information, changes, or cancellations with the airline directly.
 
Since the customer was not charged for the original tickets and Expedia cannot verify why the customer’s tickets were not issued by WOW Air, we hope the customer understands Expedia cannot honor the request for an Expedia credit.
 
We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern.  However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable 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,
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. Hello Revdex.com,Thank you for notify me with complaint #[redacted]. I double check with my bank today Jun 11,2016 and the bank conform me with my refund amount  has been posted  to my account from Expedia.  All clear now I do thank you very much for every things.I wish to Revdex.com have nice Businesses 
Sincerely, [redacted]

October 7, 2016            Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding a car reservation. On October 7, 2016, Expedia processed a refund in the amount of $101.14 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 their credit card company processes refunds. 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:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
As far as Revdex.com on the play or getting back to arena Expedia is getting a very nice puppy!
They resolved the problem.
I did confirm my acceptance on the Revdex.com page, and even dropped a couple lines as a recommendation (I hope they will use them and send me appreciation check!)
Thanks again,
[redacted]
Sincerely, [redacted]

February 17, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Expedia Case #: [redacted] 
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted]. We regret to hear that the customer did not accept our response.
 
We have further researched Ms. [redacted]’s complaint (Revdex.com case number [redacted]) regarding a cancellation request for flights booked through Expedia. After giving the matter our full consideration, we stand by our previous decision and are unable to accede to Ms. [redacted]’s request.
 
To address the customer’s assertion that Expedia did not contact Jet Blue to request approval to set aside the terms of the booking, we can verify that on February 1, 2107 at approximately 9:20 a.m. an agent from our call center contacted Jet Blue agent Julia, badge # [redacted], and received the answer that Jet Blue has not enacted an exception policy with regards to the current travel situation because “customers with appropriate visas, green cards, and etc. are still allowed to board their flights home from Mexico”. 
 
We do need to make one revision to the previous response letter.  Further review does show that Jet Blue is not the billing party for this particular booking, which is usually the case for flights, and we apologize for identifying the fare type incorrectly in our earlier response.  This particular reservation was booked by the customer utilizing our Special Vacation Fare, often referred to as Expedia Bargain Fare. We will provide the information on this type of travel and the terms associated with it below. 
Expedia Bargain Fare flights are specially-discounted fares negotiated directly with the airlines. Airlines make these low fares available conditioned on the fact that they are non-changeable, non-cancellable, and non-refundable. The rules and regulations associated with this EBF fare were fully disclosed and displayed to the customer during the checkout path on our website, including the following information on the booking screen and final payment:
·         Expedia Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Expedia customers. Once you complete your purchase the airline and exact flight details will be revealed in your itinerary.
·         Tickets are nonrefundable, nontransferable and cannot be canceled or changed.
·         Flights do not qualify for upgrades and are ineligible for frequent flyer miles.
 
Expedia does collect the fare from the customer for this type of booking, however we do forward the fare to the airline immediately after purchase, and we are bound by the terms the airline sets when allowing Expedia to sell these bargain fares to our customers.
The only time Expedia would have the ability to make any changes, refunds, or issue future flight credits, is if the airline issued an “exception policy “due to an event where they deemed it necessary; such as inclement weather forcing flight cancellations as an example.  However, if the airline does not implement an exception policy, which they have not done with regards to the current travel issues, then Expedia is not able to offer any changes, refunds, or future credits for an EBF itinerary.
 
Further, our Expedia website provides the following information to the customer in our terms and conditions, which are accepted by the customer when they make the decision to complete a travel reservation on our site.
 
INTERNATIONAL TRAVEL
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
 
While we understand she is not requesting a refund, but rather a future flight credit, again, we would only be able to do so if Jet Blue were willing to authorize a change to the terms of the reservation, which they are not. Regrettably, based on the above information, we cannot offer any other options or compensation related to Ms. [redacted]’s booking. Jet Blue will consider the tickets to be “lost value” if they are not flown as booked.
 
We thank you for allowing us the opportunity to re-address the issues that have been brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
 
If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
Roseanne G[redacted]
 
Tier 3 Corporate Customer Service
Expedia, Inc.

Complaint: [redacted]I am rejecting this response because: I am accepting the response regarding the airline change fee and thank Expedia for assuming at last their responsibiity. I do not accept the refund regarding the hotel. I would like Expedia to book the hotel Nefeli on the coast which is the one I has requested the agent over the phone and not the one in downtown Athens they erroneously did. Expedia must assume that it was the agent´s and not the client´s mistake (there must be a recording of my conversation with the agent). On the 16th of July I state clearly to the agent "the same Nefeli hotel that I stayed in May". Therefore, I do not want a refund but a booking at the Nefeli hotel as originally planned. Thank you for your assistence.Sincerely,[redacted]

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.
I actually emailed Expedia directly and they had provided a credit of $100 and a non flight coupon worth $50, apologizing for the situation and 11+ hours of time to file this complaint. However, I have yet to receive the refund or coupon.
 
I thank you for helping me retrieve a response and I hope they will continue to work on their customer service for cancelled flight, including representatives that can communicate and assist with Expedia's 3rd party vendors (in this situation the skill set of speaking Chinese would have helped). 
 
Kindest regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:
A customer should not be treated the way I was treated any be allowed to get away with it. I am asking again the the Revdex.com request the phone records. This will prove my argument they should not be Revdex.com acredited. They treated me terrible and they do not want to release them because they know it proves that. They wasted a lot of my time knowing they were not going to do anything to help me. Terrible company. Priceline is much better.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: yall cheat your customers.  You try to get people to buy this useless insurance in case they have to cancel a flight but you don’t say that there’s very few circumstances that warrant this insurance actually working.  We had to cancel and there’s no way the insurance would’ve covered it.  We shouldn’t have bought it in the first place but it’s Expedia’s false advertising at fault.  I still want just the insurance portion we paid refunded.  There’s no accepting your response until this is done.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:While the restrictions and expectations regarding late check-in are available when logged in and viewing the itinerary, the email confirmation (attached) does not say any restrictions or expectations regarding late check in.The email states: Your room/unit will be guaranteed for late arrival.There is not any indication that I need to contact the hotel OR log into my itinerary to see limitations. I was only told the guarantee and as Expedia did not fulfill what I purchased, I expect both the other half of my refund and a goodwill credit of $200 for the false advertising made. In addition, the email needs to be updated for all future communications to avoid this situation in the future.
Sincerely,
[redacted]

Complaint Department
 
 
Re: Expedia Case #: O-[redacted]
 
 
Dear Revdex.com,
 
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear MR. [redacted] did not accept our response and/or resolution offered.
 
As previously advised, on January 17, 2016, the hotel reservation was canceled on December 24, 2016; which was outside the hotel cancellation window. The cancellation confirmation was sent and confirmed by the hotel.
 
The customer was already refunded for the original reservation amount of $86.90. Expedia cannot honor the request for the refund for the customer’s bank fees.
 
Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:  
My family and I bought from Expedia a round trip premium economy ticket Jun 9th Sofia to Newark (USA) via Frankfurt and return on Sep 13th from JFK to Sofia via Munich. (ITINERARY WITH EXPEDIA [redacted]). We changed our return in August from the 13th to the 7th of September trough Expedia and paid a fee for the change of the return portion of the ticket. However, Expedia did not book us on a premium economy flight from JFK to Munich, which was our original flight and what we paid for, but rather put us on an economy flight to Munich. Horrible mistake!!! The difference in price is huge and Expedia ripped us off. I called Expedia today and after an hour on the phone the rep said that they would look into the matter and fix their mistake, but nothing was done. Our booking remains economy. The rep was just lying and ran from responsibility. Today Sep 7th my family and I (all four people) would have to fly premium economy, which in addition to better seating allows us for extra luggage which we came with and need to bring back. Since Expedia charged is for a premium economy ticket and when changing the return booked us economy they ripped us off charging us for a service we will not be using. Expedia needs to compensate us for the overcharge or change our return to premium economy immediately.
 Today we will try to upgrade our ticket with the airline at the airport from economy to premium. These charges would have to be given to us as credit by Expedia for billing us for premium economy and instead booking us for economy. If the airline doe not have premium economy seats Expedia should refund us for the difference in airfares between premium economy and economy and pay for our excess luggage. (Premium economy allows for two bags per person, and economy allows for one bag. we came with two bags and would need Expedia to pay for the excess bags on the return).Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:I did indeed PAY TWICE.  I paid Expedia $169.03 AND [redacted] $225.88.SEE THE ATTACHED Paypal.com and American Express Statements.The manager has not told the truth once. Look at the facts in the attachments.
Sincerely,
[redacted]Attachments redacted by Revdex.com staff[redacted]

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. My bank as well has been informed of the information stated above. Thanks for your time and concerned efforts.Sincerely, [redacted]

March 2, 2016
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 flight reservation.  We understand Mr. [redacted] is requesting a refund. On March 1, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available.
Upon researching this matter, our records reflect on May 3, 2015, the customer self-book a one-way flight reservation using Expedia.com.  Travel was on Tap Portugal, departing September 6, 2015, from Newark New Jersey to Lisbon, Portugal.  The customer is stating his flight was canceled and he has not been refunded.
From time to time and for a variety of reasons, airlines issue schedule changes.  We understand these changes can be inconvenient, time consuming, and inconvenience the customer. 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. Tap Portugal 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 Expedia 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 a customer 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.
We can confirm on June 9, 2015, the customer contacted Expedia needing to change the date to September 5, 2015; the agent processed the exchange; and charged the customer in the amount of $275.00.
On June 29, 2015, the customer contacted Expedia, advising that they received an email advising that the flight was canceled.  At that time, the customer requested a refund.  The agent contacted the airline, however the airline was closed; the customer was advised to call back once the airline was open.
We can confirm the customer contacted Expedia several times, requesting a refund for the flights; however our agents were not able to contact the airline.  On January 9, 2016, the customer contacted Expedia, requesting the refund; the agent contacted the airline and was advised by the airline that they tried to process the refund; however, because the customer disputed the charge with their credit card, they cannot process the refund. 
On March 2, 2016, Expedia contacted Tap Portugal on the customer’s behalf; they advised the flight was canceled.  However, because the customer disputed the charge with their credit card, they are unable to process a refund.  The airline advised the customer must remove the dispute from their credit card before a refund can be issued.  Once the dispute has been removed from the customer’s credit card, the customer must contact Expedia.
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

September 19, 2017 Revdex.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. ** did not accept our response and/or resolution offered.Expedia has contacted Hahn Air multiple times requesting a refund. Due to them not responding we are unable to process a refund for this non-refundable reservation.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J[redacted]Corporate Customer Service

March 1, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for ta[redacted] 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

February 13, 2018
Revdex.com
Complaint Department – Expedia
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]). In regard to a duplicate flight booking.
Our records reflect that on December 27, 2017, the account holder [redacted], self-book itinerary number [redacted] for two passengers departing on United Airlines, on December 31, 2017 from Dallas Fort Worth, TX to Los Angeles, CA, returning on American Airlines on January 3, 2018 from Ontario, CA to Dallas Fort Worth, TX.
Mr. [redacted] rebooked his flights, itinerary number [redacted] with the same travel destination and airlines. The return flight time is different. An email confirmation for both itineraries were sent. We are able to confirm that the emailed itineraries were not opened until the day of travel.
On December 31, 2017, Mr. [redacted] contacted Expedia in regard to his duplicate booking. We contacted United Airlines on behalf of the customer and the airline denied to authorize a refund.
The customer was escalated to our Corporate Customer Service Department and was advised that we cannot process a refund per United and American Airlines fare rules. Mr. [redacted] was advised that he had 24 hours after booking to cancel and receive a full refund.
It was advised at the time of booking as well as on the emailed itinerary confirmation, that the tickets are nonrefundable, nontransferable and name changes are not allowed.
Please be advised that the carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
As a valued customer, Expedia will issue a refund in the amount of $928.80, as a one-time courtesy. Please allow 7-10 business days for the amount to reflect on the customer’s bank statement.
 
Sincerely,
Tammie M[redacted]
Corporate Customer Service

Expedia has received updated information from A[redacted]. They confirmed the customer was downgraded from a Junior Suite Garden to a Junior Suite. The hotel has authorized the refund for the difference of $119.00.On October 3, 2016, Expedia will process the refund back to the customer’s original form of payment.We thank you for allowing us to address this matter further.Sincerely,Delia K[redacted]Tier 3 Customer Service

May 25, 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 February 24, 2016, Ms. [redacted] booked an Expedia Vacation Package which included roundtrip flights from Orlando, Florida to Stockholm, Sweden and a twelve night stay at the BoKloster VillaHoltell from June 18, 2016, through June 30, 2016. Ms. [redacted] also purchased travel insurance
We understand from Ms. [redacted]’s complaint that she is seeking a refund for the package as it was canceled due to an airline schedule change. Ms. [redacted] states that she has been pursuing the refund from Expedia with no success. We apologize for the delay in addressing the issues and concerns that have been brought to the attention of our department.
We are pleased to confirm that on May 4, 2016, we processed a refund in the amount of $630.07 and on May 8, 2016, an additional refund of $2747.52 for the cancelled flights. The time it takes the refund to post varies, depending on the time it takes the credit card company to process refunds. We apologize for any inconvenience encountered by Ms. [redacted].
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