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Expedia Inc Reviews (2550)

August 9, 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 July 30, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on May 25, 2016, the customer self-booked a package reservation for [redacted] using Expedia.com.  Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North Carolina. A hotel stay at the Holiday Inn  Express Chicago-Magnificent Mile, check-in date July 31, 2016, check-out date August 5, 2016. Itinerary Number: [redacted]. The customer is stating they encountered an error while booking the reservation. The customer is stating Expedia could only offer to cancel and rebook the customer; however Expedia could not honor the original cost of the flight.
 
We can confirm on July 30, 2016, the customer contacted Expedia, advising his last name was incorrect; it should be [redacted] not **. Expedia advised the customer that United Airlines does not allow name corrections; however Expedia contacted the airlines on the customer’s behalf. United Airlines advised no name changes are allowed and would consider the ticket as a lost value.
 
Expedia advised the customer to cancel and rebook the new flight with the correct name and as a one-time courtesy Expedia would refund the original flight. Expedia advised the customer we could not honor the original cost of the flight. The customer agreed.
 
In reviewing the customer’s account on July 30, 2016, the customer self-booked a flight reservation for [redacted].  Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North Carolina. Itinerary Number: [redacted].
 
Expedia did refund for the original flight reservation for itinerary number: [redacted] on July 30, 2016, in the amount of $262.93.   We can confirm the new flight reservation was used.
 
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.
 
Since this issue was resolved on July 30, 2016 and the customer was refunded for the itinerary number [redacted] for the flight. Expedia will not honor the request for the refund.
 
Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue 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 Serice

August 14, 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] [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

December 8, 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, Inc. regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a price change.    The information provided in your comment was not linked to an account or itinerary. We ask that you please provide us with an itinerary number so that we may fully review the concerns you noted. We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Kiki R[redacted] Corporate Customer Service

December 7, 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 rental car reservation.  We understand Ms. [redacted] is requesting a refund. On November 30, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect October 16, 2016; the customer self-booked a rental car reservation with Hertz in Maputo, Mozambique pick-up date November 20, 2016, drop-off date November 27, 2016. The customer is stating that Hertz charged the customer additional fees.
 
Upon further researching this issue, we can confirm on November 30, 2016, the customer contacted Expedia requesting a refund. The customer advised that Hertz charged the customer for additional fees. Expedia contacted Hertz; however the vendor was not available.
 
On December 1, 2016, Expedia contacted Hertz on the customer’s behalf; they will provide Expedia with a breakdown of the customer’s charges.
 
Once Hertz provides Expedia with the information, we will review and send an update to the Revdex.com and customer.
 
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

September 27, 2016
 
 
 
Revdex.com
Alaska, Oregon & Western Washington
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia 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 [redacted] is requesting a refund. On September 21, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on August 15, 2016, the customer self-booked a flight reservation for [redacted]. Travel was on [redacted] Air Lines, departing August 20, 2016, from San Francisco, California to Delhi, India; returning on September 20, 2016, from Delhi, India to San Francisco, California with Lufthansa Airlines. Itinerary Number: [redacted].  The customer is stating the traveler was not allowed to take the returning flight. The customer is stating they self-booked a new one-way flight for the traveler.
 
Upon further researching this matter, we can confirm on September 19, 2016, the customer contacted Expedia advising the airline did not allow the traveler [redacted] to board the return flight due to the traveler did not have a visa for the connection countries.
 
Expedia contacted [redacted] Air Lines; they advised they could not offer the customer any options. Expedia contacted Lufthansa Airlines; they advised the only option is for the traveler to book a flight that only had one connection. Expedia advised the customer, the customer advised they would need to contact Expedia back.
 
In reviewing the customer’s account on September 19, 2016, the customer self-booked a one-way flight reservation for [redacted]. Travel was on China Airlines, departing September 29, 2016, from Delhi, India to San Francisco, California with one connection. Itinerary Number: [redacted].
 
On September 27, 2016, Expedia contacted [redacted] Air Lines on the customer’s behalf; they advised the outbound was used and the return was not. [redacted] Air Lines advised the return does not have any value on it.
 
Expedia can confirm the flight itinerary [redacted] was used.
 
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. 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.
 
Expedia does not provide Passport/Visa requirements for international travel. The customer’s itinerary does provide a disclaimer for Passport/Visa requirements, which states:
 
Proof of Citizenship is required for international travel.  When children are traveling, additional documentation may also be necessary.  It is your responsibility to meet entry requirements for the countries you are traveling to and connection through.
 
We hope the customer understands. Expedia cannot honor the request for the refund.
 
 
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

July 12, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect on May 1, 2016 Mr. [redacted] accessed Expedia.com online and booked a stay at the Bear River Casino Hotel in Loleta, California, Itinerary # [redacted], to check in June 28, 2016 and checking out June 29, 2016.  The terms of the booking, agreed to at the time the reservation was created were:
 
Cancellation and Change Policy: Refundable
Cancellations or changes made after 1:00 PM local hotel time, Monday, June 27, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
 
While we are happy to hear the customer won a free night’s stay during his stay at the Bear River Casino, the reservation was already non-refundable after June 27, 2016, per the terms of the itinerary.  The free night would need to be provided directly by the hotel on another date. 
 
Per the terms of Mr. [redacted]’s itinerary, Expedia will not be able to provide a refund for this request.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[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]

December 11, 2015 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 Mr. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on December 3, 2015, the customer self-booked a hotel reservation using the Expedia.com website. Accommodations were at the [redacted] Hotel from December 7, 2015, to December 8, 2015. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we were able to verify on December 3, 2015, the customer contacted Expedia stating the website issued incorrect dates for his reservation. Expedia was able to capture the customer’s individual step by step booking process which revealed the customer chose the dates of his reservation at the initial steps of his booking. In addition, our website is equipped with recapping the details of the itinerary twice throughout the purchase path. We provide our users ample time to review the full details of the itinerary before completing the booking and prior to inputting any credit card information. At the time of booking, Mr. [redacted] agreed to the hotel’s terms and conditions also which can be found on his itinerary: Property policies • We understand that sometimes plans fall through. We do not charge a cancel or change fee. When the hotel charges such fees in accordance with its own policies, the cost will be passed on to you. [redacted] Hotel charges the following cancellation and change fees. Cancellation or Change 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. • No refunds will be issued for late check-in or early check-out. • Stay extensions require a new reservation. • Your credit card is charged the total cost above at time of purchase. Prices and room availability are not guaranteed until full payment is received. On December 11, 2015, Expedia contacted the hotel directly on the customer’s behalf requesting a refund. The hotel denied a refund based on their hotel policies. As we cannot find any error on Expedia’s part, we are unable to refund the customer as requested. 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.

Complaint: [redacted]I am rejecting this response because: Expedia never really used WestJet's cancellation policy for the credit. Expedia's interpretation of their cancellation policy caused me to lose my credit and/or money. 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

February 16, 2017
 
 
Revdex.com
Alaska, Oregon, & Western Washington
 
Complaint Department
Re: Vacations by Marriott Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Vacations by Marriott...

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.  Vacations by Marriott is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Vacations by Marriott is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package reservation.  We understand Ms. [redacted] is requesting a breakdown of the charges. On February 11, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on February 10, 2017, the customer self-booked a package reservation for [redacted] and [redacted]. Travel is on Seaborne Airlines, departing May 20, 2017, from Birmingham, Alabama to Christiansted, Virgin Island with Delta Airlines; and returning on May 26, 2017, from Christiansted, Virgin Island to Birmingham, Alabama. The package includes a hotel stay at the Renaissance St. Croix Carambola Beach Resort & Spa. The package includes the Package Protection Plan, via itinerary number [redacted]. The customer is stating they are being charged a higher amount than what was quoted online.
 
In reviewing the customer’s account due to the type of fare that the customer purchased we are unable to provide the customer with the breakdown of the charges for each booking.
 
The customer can view their billing statement to determine what the airline charged for the flight portion of the reservation. The customer can then divided the number nights for the hotel booked.
 
That would provide the customer with the total amount charged with taxes and fees for the hotel. The customer can use the emailed confirmation that was sent on February 10, 2017.
 
During the booking and checkout path on our website, it did disclose the base fare along with the taxes and fees for each reservation. 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. 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

Complaint: [redacted]I am rejecting this response because: EXPEDIA IS NOW CLAIMING THAT THEIR MEANING BEHIND "FREE CANCELLATION WITHIN 24 HOURS, AFTER 24 HOURS NORMAL RULES APPLY" IS THAT THEY WON'T CHARGE YOU TO ASSIST WITH CANCELLING THE RESERVATION DURING THE FIRST 24 HOURS, WHICH IMPLIES THAT THEY CHARGE A FEE TO ASSIST WITH A CANCELLATION AFTER 24 HOURS, WHICH IS NOT WHAT THEY STATE ON THEIR WEBSITE. THE WEBSITE SAYS THEY NEVER CHARGE A FEE, IN WHICH CASE BY THEIR LOGIC, THE "FREE CANCELLATION WITHIN 24 HOURS" REFERS ONLY TO THEM NOT CHARGING A FEE (BUT DOESN'T GUARANTEE THAT THE HOTEL OR AIRLINE YOU BOOK WILL PROVIDE A REFUND). THERE WOULD BE NO REASON TO PLACE THIS STATEMENT AT THE TOP AND JUST ABOVE THE "CONTINUE BOOKING" IF IN FACT THAT WERE THE MEANING, SINCE THEY COULD ALSO STATE "FREE CANCELLATION ANYTIME" (SINCE THEY NEVER CHARGE A FEE TO ASSIST WITH CANCELLATIONS. NO REASONABLE PERSON WOULD CONSIDER THEIR WEBSITE STATEMENT TO MEAN ANYTHING OTHER THAN THAT YOU WILL RECEIVE A FULL REFUND WITHIN FIRST 24 HOURS AFTER BOOKING, SINCE THEREAFTER IT SAYS NORMAL RULES APPLY. A FORMAL COMPLAINT WILL BE FILED WITH THE WASHINGTON STATE ATTORNEY GENERAL FOR DECEPTIVE ADVERTISING AND BUSINESS PRACTISES BASED ON THEIR ANSWER AND FAILURE TO ISSUE A FULL REFUND.
Sincerely,[redacted]

September 19, 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, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us...

to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand you are seeking a refund for $50.00 for the cost you paid for a resort fee that you were advised was refundable.   We researched this matter further and our records show a reservation for The Westin Fort Lauderdale Beach Resort was booked on August 4, 2017 by an Expedia agent. The hotel details indicated the hotel would charge a resort fee of $49.95 per night, per room, and it did not indicate it was refundable, it may have been for that reason the agent could have misadvised this information. We apologize for any inconvenience this may have caused. However taking into account your experience we have refunded your card ending [redacted] in the amount of $50.00, you should expect to receive your refund within seven to ten business days from today. Also despite your recent experience, we encourage you to continue to use Expedia for your future travel arrangements, thereby allowing us the opportunity to restore your faith in our company. We have provided your online Expedia account with a $100.00 Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package.  The coupon will appear in the booking path for your next qualified reservation, and it is valid until one year from the date of this letter. For additional terms and conditions, kindly use the link provided below – http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn100.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, Kiki R[redacted] Corporate Customer Service

Complaint: [redacted]I am rejecting this response because:
I reviewed the reply from the business and I stand by my original complaint.   To place the offer on one page and submit that to me as proof makes no sense, since that it NOT how the offer is displayed online,  and just affirms the company is making false claims.
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. When I for sure receive the refund they promised.
Sincerely,
[redacted]

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 Mr. [redacted] is requesting a refund.
Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that Mr. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address Mr. [redacted] concerns.
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. Good Morning, I see that my credit card is been credited for the amount of money in question
 
Thank you so much for your help on this matter!Sincerely, [redacted]

May 25, 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 a hotel reservation.  We understand Mr. [redacted] is requesting a refund and compensation. On May 21, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on May 15, 2017, the customer self-booked a hotel reservation at the Extended Stay America Santa Rosa with a check-in date May 19, 2017, and with a check-out date of May 22, 2017, via itinerary number [redacted]. The customer is stating that the reservation was canceled and that the customer was not relocated.
 
Upon further researching this matter, we can confirm on May 22, 2017, the customer contacted Expedia advising that the reservation was canceled. The customer was transferred to our relocation department team.
 
In reviewing the account, the reservation was not canceled by Expedia or the hotel. On May 25, 2017, Expedia contacted the hotel; they advised that the customer was marked as a no show and that they imposed the 1 night no show fee. The hotel did authorize the refund for the other nights.
 
Expedia has process the refund for the other two nights in the amount of $227.99 back on to the original form of payment. We can confirm that the customer did receive the $100.00 coupon for a future hotel reservation. The coupon is active for use; the customer can view the terms and conditions for the coupon, via the customer’s Expedia online account.
 
Based on the above, Expedia is unable to honor the request for any further refunds or compensation.
 
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:I was told my Dollar arentwl that is was required that I get the insurance ornthey wouldn't rent me the car and I would have been stuck in orlando, FL. Expedia never told me that I would be required to purchase extra insurance. I was told that with fees my rental would have been $150.00 which is all I ever agreed to. I feel that Expedia should have told me that when I agreed to rent the car and they should work it out with Dollar Rental to refund me. 
Sincerely,
[redacted]

March 22, 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 March 29, 2015, Ms. [redacted] booked an Expedia Vacation Package which included roundtrip flights, a hotel stay, a Grand Canyon tour and travel insurance.
We understand from her complaint that Ms. [redacted] canceled her original booking and was left with a credit from the airline. When re-booking, Ms. [redacted] would be charged a re-booking fee that was refundable because she had purchased travel insurance. According to Ms. Ray, she re-booked her flights and paid the re-booking fee, but has not received the refund that she was assured.
After review, we can confirm that Ms. [redacted] canceled her original booking on May 18, 21015, and received a full refund for the hotel and Grand Canyon tour. After further review, we see a booking dated January 21, 2016 for Ms. [redacted] which included a three-night stay at the Majestic Colonial Punta Cana and a car rental from February 27, 2016, through March 1, 2016. Ms. [redacted] paid $1,232.31 for this package. She states that $220.32 of this amount was for re-booking her canceled flights and she would like Expedia to process a refund for this amount.
According to our records, the package booked by Ms. [redacted] on January 21, 216, did not include flights or a re-booking of the canceled flights. As such, Expedia is unable to honor her request of a refund. If there is another itinerary number that we may reference that included the re-booked flights, please advise and we will be happy to review.
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

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