Expedia Inc

Complaint: [redacted]I am rejecting this response because: I wrote the dates down that night with times of flights out and in .with the dates. Why would anyone in their right mind lie about this when flight didn't match car rental and neither of them matched the hotel bookings. and wheres my receipt or any kind of something even showing this transaction took place. The lady hung up with me before I got anything I waited and waited and nothing. I cant believe they can get away with this. I couldn't even take to my bank without receipt or anything in writing. I Know my attachment isn't much I had to dig to find it but I wrote this all down when I was on phone.  And what about the refund for car rental they clearly stated I would get back. I was on the phone hours with them and they refused to say they made a mistake and they are still refusing. The consumer need protected. I am not rich I don't have 1400 dollars to just say ok. leave it. nobody would do that. This is all an out right cover up on their part.Sincerely,[redacted]

October 30, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal with the requested information from our client, [redacted] We regret to hear that the customer did not accept our response and/or resolution offered.
 
We have further researched Ms. [redacted] complaint (Revdex.com case number [redacted]) regarding a cruise promotion not received, and after giving the matter our full consideration, we are unable to accede to Ms. [redacted] request of a refund under our Best Price Guarantee.
 
Regrettably, this request does not meet the terms and conditions set forth in our Best Price Guarantee.  Under the Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking.  The price match request must be submitted online within 24 hours of your original booking. The lower priced itinerary needs to meet specific requirements to qualify.  Following is a link to the Expedia Best Price Guarantee Terms and Conditions which are published and provided on Expedia’s website for our customers:
http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US:
 
The terms of our BPG program require that the comparison be “apples to apples” and the screen shots the customer must submit need to be for the exact same booking type.  The customer must create a mock booking up to the point where the final pricing is shown, just before entering their payment information. If it is a package, then the flight must be for the exact same route, time, class of service, etc.  and the room must match exactly also. 
 
The screen shot Ms. [redacted] sent is just a banner ad, but not a booking.  Also, her search criteria on the screen shot specifies “Mon, Sep 5 – Sun, Sep 11, 2 tickets, 1 room.  The banner price says $570 per person so the pricing model would be based on multiple travelers. 
 
She did not go forward and price out the exact same flight and room for only one traveler, as her itinerary was booked with us.  Therefore, we were unable to do comparison verification and could not agree to her request for a refund.   When she submitted her request, our BPG team did run a check of her itinerary and found the price had actually increased for the exact same travel items and this information was provided to the customer when her request was not honored.
 
With regard to the flight being booked for the wrong airport, as Expedia was unable to retrieve the booking call, to understand what had happened, Expedia did do a courtesy payment to the airline of $200.00 to make the change of airports to the customer’s ticket.
 
Again, we thank you for allowing us the opportunity to re-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
Expedia, Inc.

Complaint: [redacted]I am rejecting this response because:
I have not yet received the refund of $550 Expedia said they were going to refund to me. [redacted] refunded them the money but they haven't refunded that money back to me yet.
Sincerely,[redacted]

July 15, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
 
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business...

Bureau allowing us time to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint for Ms. [redacted] (Revdex.com case number [redacted]) regarding an Expedia travel coupon.
Our records indicate that on June 29, 2015, Ms. [redacted] self-booked a package reservation using Expedia’s website, itinerary [redacted]. The package includes flights, hotel accommodations and roundtrip ground transportation. We understand the customer is requesting that the coupon in the amount of $150.00, she redeemed her online Expedia+ rewards points for, is applied towards this reservation.
We have verified that Expedia was contacted by Ms. [redacted] in regards of this issue. The assisting representatives advised the customer that we are unable to apply coupons to already purchased itineraries. The option to enter a coupon code appears during the booking process. After selecting a qualifying reservation, the customer needs to click "I have a coupon", enter the code, and click "Apply" to receive the discount. However, if our customers need assistance with applying a coupon, they may call Expedia’s customer service team to assist them in applying the coupon prior to purchasing their reservation.
For more information on Expedia®+ rewards Terms and Conditions please open the following link:
https://www.expedia.com/loyaltyrewards/pages/info-rewards/expediarewards/terms.h...⇄ /> While we regret Ms. [redacted]‘s experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to honor her request for her $150.00 Expedia Travel Coupon to be applied to her itinerary # [redacted], or reverse the points used for the coupon back to her account. The coupon is currently available in the customer’s account and is good until June 28, 2016.
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

May 26, 2016
 
Revdex.com
Expedia – 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 complaint #[redacted]) regarding a refund request. 
 
Our records show on April 13, 2016, Ms. [redacted] self-booked an Expedia.com pay later hotel reservation via booking number [redacted] in the amount of $66.00. We understand from Ms. [redacted]’s complaint, there were several issues with the hotel which forced her to move to a different and not utilize the booked reservation. The customer also stated an attempt was made to resolve this issue with customer service, but no proper resolution was provided. Ms. [redacted] is requesting a refund for the unused hotel reservation.
 
Upon researching the customer’s complaint, we can confirm Ms. [redacted] brought this matter to our attention on April 30, 2016 and Expedia advocated on the customer’s behalf by contacting the hotel. The hotel denied the customer’s request for a refund.
 
We can also confirm the hotel reservation booked by Ms. [redacted] was a pay later reservation, which is charged directly by the hotel not Expedia, therefore a refund cannot be provided.
 
Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendor. As a one-time courtesy, a $50.00 Expedia Travel Coupon was placed on the customer’s account that can be used for a future hotel reservation made within a year. Based on the information provided above, we are unable to honor Ms. [redacted]’s 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,
 
Angel A[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint Departm[redacted]
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for your response. We have reviewed the docum[redacted]ation/new information provided to further address [redacted] concerns
 
 
On June 5, 2017, Expedia contacted the Hampton Inn & Suites Chicago-Downtown; they advised that the customer did use the reservation for the dates.
 
Expedia has process a refund for the difference of $493.01. The time it takes for the refund such as this to appear on the card depends upon the time it takes the credit card company to process refunds, typically 3-7 business days.
We thank you for allowing us to address this matter further.
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

June 29, 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 refund. On June 15, 2016, we received receipt of the Revdex.com complaint.
 
 
Our records reflect on April 27, 2016, the customer self-booked a flight reservation for [redacted] [redacted] [redacted] [redacted] and [redacted] [redacted] using Expedia.com.  Travel is on TAP Portugal Airlines, departing June 24, 2016, from Boston, Massachusetts to Barcelona, Spain; returning on July 7, 2016, from Barcelona, Spain to Boston, Massachusetts. The customer is stating that she contacted Expedia needing to cancel and refund the airline ticket for [redacted] [redacted], due a death in the family.
 
Upon further researching this matter, on June 11, 2016, the customer contacted Expedia via email advising they had contacted Expedia on June 6, 2016 and on June 9, 2016. The customer advised Expedia that she is still waiting for the information on how to submit the refund request due to death in the family for [redacted] [redacted].
 
In reviewing the customer’s account, we have no record of the customer contacting Expedia on June 6, 2016 or June 9, 2016.  Further research confirms on June 17, 2016, the customer contacted Expedia via email and by phone. The customer advised Expedia not to cancel the ticket for [redacted] [redacted]. The customer advised the traveler will be traveling on June 24, 2016.
 
On June 29, 2016, we can confirm the ticket for [redacted] [redacted] was used for the outbound flight and the return ticket is reflecting as open. Since the customer has requested Expedia not to cancel the ticket and the traveler has used the outbound flight. Expedia considers this matter as closed.
 
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 22, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Expedia.com 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 fromyou. Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the hotel room upgrade request.Our records show on August 28, 2015, Mr. [redacted] self-booked an Expedia.com flight and hotel package reservation via booking number [redacted], with travel dates as December 11, to December 27, 2015. We understand from Mr. [redacted] complaint, he has previously contacted customer support with a request to upgrade his room but no proper assistance has been provided. The customer is requesting to upgrade his room.Upon researching the customer’s complaint, we can confirm Mr. [redacted] brought this matter to our attention on August 30, 2015. The customer requested an upgrade. Expedia proceeded to advocate on the customer’s behalf by contacting the hotel regarding the upgrade request. The hotel advised based on the rules and restrictions for the non-refundable room type and rate selected by Mr. [redacted] at the time of booking, upgrades are not allowed. Hotel advised reservation would have to be canceled and rebooked.     Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendor. Expedia can only advocate on the customer’s behalf related to any change requests. Based on the information provided above, we are unable to honor Mr. [redacted] request for an upgrade to his room reservation. 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,Angel A[redacted]Tier 3 Customer Service

August 7, 2015 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-[redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 car reservation. Our records indicate on July 7, 2015, the customer self-booked a package reservation which included a car with insurance using the Expedia.com website. The car reservation was with [redacted] from July 9, 2015, to July 23, 2015. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we verified the customer contacted Expedia on July 10, 2015, stating [redacted] would not release the car without a down-payment of 100,000.00 pesos. We apologize for any inconvenience this may have caused and would like to assure the customer that his business is important to us. On August 7, 2015, Expedia processed a refund in the amount of $282.82 back to the customer’s original form of payment. The time it takes to post the refund to their 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:Although I am stunned by the incredible lack of care towards it's customers, not contacting their passengers when their flight has been cancelled, a change that was confirmed in their system, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is all I want.  Expedia has the worst customer service of any company I've ever experienced.  They have lost my business and dozens of others that I've told of my experience due to their callous disregard for their customers and stunning mismanagement of this situation.  However, my refund is all I need and I plan to never do business with them again.Sincerely, [redacted]

July 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, 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 the status of a refund that has been requested for a hotel itinerary that was cancelled.  Although an itinerary number wasn’t provided in the customer’s letter, it appears we are discussing booking # [redacted]
 
Our records reflect that on June 18, 2015 Mr. [redacted] contacted Expedia and an agent assisted in booking a refundable reservation at the [redacted] in Onalaska, Wisconsin to arrive on July 3, 2015 and checking out on July 5, 2015.  The customer is reporting that he didn’t receive his emailed itinerary and chose to cancel the reservation. 
 
It is never our intention to inconvenience our customers and Expedia regrets the difficulty Mr. [redacted] experienced with this booking. 
 
Expedia shows this matter was resolved on January 23, 2015 when a refund was processed for the full amount of the original itinerary, in the amount of $325.44 which was credited back to the customer’s original form of payment.  The time it takes to post the refund to your account depends on how quickly his credit card company processed refunds.
 
If for any reason the credit has not been received, the customer may reply back and we will contact him or he can contact his card company to check on the status of the refund, as it has been processed on our end.
 
As a courtesy, we have provided the customer’s online Expedia account with a $25.00 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. The coupon is valid for one year from the date of issue and is immediately accessible within his account. We hope he will allow us the opportunity to improve upon his experience in the future.
 
The coupon is in the account that has the following information in it:
 
Account Holder [redacted]
User Name [redacted]
Email: [redacted]@aol.comAccount Number: [redacted]
 
The customer may update and edit the information as he chooses so it will reflect what he would like it to contain.
 
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
`

Complaint: [redacted]I am rejecting this response because: A few statements made is not factually correct.  Expedia did not offered to pay $86, therefore I have never had the opportunity to accept.  The only amount offered was $56,  therefore there is a record of C$56 being returned as per previous comment.  On Aug 17, Expedia has also approved an additional C$88.63.  Both of these payments are pending.   I would only agree to closure of this issue when the funds are received.
Sincerely,[redacted]

June 27, 2016
 
Revdex.com
Hotwire – 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 Ms. [redacted] did not accept our response and/or resolution offered.
 
After further review of the customer’s complaint, Ms. [redacted] stated that she was advised by an agent, due to the airlines cancelation penalties being the same amount of the flight tickets, no refund could be given. We can also confirm no documentation has been found stated the customer was promised a refund for the car reservation.
 
Expedia’s goal is to provide an exceptional customer experience. As a one-time courtesy a refund in the amount of $198.91 for the amount paid for the car reservation was processed back to the original form of payment.
 
Expedia continues to stand by our original reply related to the flight reservation. Since no requests to cancel the original package reservation were found, any refund requests for the flight tickets must be approved by the airline.
  
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: 
Let me start by making it extremely clear that I reject Expedia’s explanation to my concern and complaint, and that it is even more apparent after their response that they did not take any time to investigate the claims I expressed in my complaint, and only provided their “general policies.”  I will explain my response one step at a time.
First, Expedia’s claim that the “+VIP” symbol on their hotel listings are merely a sign that it is a highly rated hotel is either completely false, or extremely misleading.  There are many hotels (I shopped around on Expedia for several weeks before finally booking this hotel) that display the VIP symbol at certain times of days, weeks, etc., but not at other times.  It is suspect to think that the rating of a particular hotel changes so drastically from hour to hour, or day to day, that the VIP symbol would appear and/or disappear on daily, if not hourly basis on the same hotel. This was also confirmed by one of the agents I spoke with, who attempted to go through the process of booking this exact hotel while on the phone with me, and kept repeating that there is no +VIP symbol on the listing while she was going through the steps to test the booking.  Not to mention, that I’ve checked back with Expedia on this particular hotel at least 10 times after that, and sometimes it contained the +VIP symbol (for a higher price), and other times it did not (at a lower price).  It most certainly contained that symbol when I booked it.
Second, Expedia’s statement that they do not offer VIP status option is completely and utterly FALSE.  This was confirmed by the first Expedia agent I spoke with prior to booking.  The following 2 agents CONFIRMED that I DID, IN FACT, WAS BOOKED UNDER VIP STATUS.  Even if we take Expedia’s word that the agents (at least 3) gave me wrong information, the hotel itself confirmed on several occasions, PRIOR TO AND DURING our stay at the hotel, that they do receive bookings from Expedia that indicate VIP status, but my booking DID NOT. 
Next, contrary to Expedia’s statement in their response (“our agents did advise Ms. [redacted] (couldn’t even spell my name correctly) that we cannot book her as a VIP guest”), NONE of the agents I spoke with (there were at least 5, totaling over 15 HOURS, if you refer to my original complaint, which Expedia would have confirmed if they did due diligence in investigating my claims) have EVER mentioned that they are unable to book as VIP.  In fact, the first 3 agents CONFIRMED that I was booked as a VIP, and they “show me as VIP status in their system”.  In my original complaint, I detailed the dates and times I spoke with Expedia agents. These conversations are recorded for at least “quality control purposes.”  It is blatantly obvious that Expedia made no effort to obtain and listen to those conversations, because their response would have been completely different and would have addressed those conversations.  It is not the case that the “explanations were not clear,” the fact is the explanations were just clearly WRONG.  And if Expedia would bother obtaining at least some of the 5 conversations I had with Expedia agents, they would clearly see that I was provided COMPLETELY WRONG INFORMATION, from my first call BEFORE EVEN BOOKING this trip. 
I STRESS THAT, WAS I NOT GIVEN WRONG INFORMATION FROM THE BEGINNING, ESPECIALLY BEFORE BOOKING, I WOULD NOT HAVE BOOKED THIS TRIP.
As for the offer of $100 towards future travel, is a completely pointless gesture, because I will never, EVER, EVER book anything with Expedia EVER again.  I hope the emphasis on NEVER, EVER gets my point across.  And probably no one that I ever come in contact with now or in the future. Not like there isn’t enough competition to put up with this kind of crappy service. 
Lastly, in addition to providing false information PRIOR to my booking, resulting in false pretense for my decision to book this trip, Expedia’s customer service was extremely, utterly and unacceptably appalling.  Again, if Expedia bothered to pull the phone conversations and records I mentioned in the original complaint, they would see that I absolutely literally, with not a speck of exaggeration, spent hours, upon hours, upon hours on the phone being “on hold” or “while they investigated.”  One of the phone calls lasted over 5 hours, consisting at least one hold of over TWO HOURS, and another at least an hour, most likely more.
 
Prior to and upon arrival to the hotel, I inquired directly from the hotel exactly what EXPEDIA VIP status would afford me.  The answer was, an upgraded ocean-front view room and free access to wifi (which is EXACTLY what the first Expedia agent informed me PRIOR to me booking this trip, which is what I was made belief I was getting).  Upon our arrival to the hotel, the room upgrade cost almost $300, and wifi’s cost was $30 per day in that particular hotel, which although seems extremely excessive, is based on that hotel’s owners’ policies (which can be easily verified by calling and asking the hotel staff). 
I refuse to accept that 3 different agents admittedly gave me wrong information, the first of which resulted in my decision to book this trip, WHICH I WOULD NEVER HAVE DONE OTHERWISE, and that I should not be entitled to compensation and refund of my expenses associated with this CONSISTENT WRONG INFORMATION.  Not to mention compensation for minimum 15 hours of conversations, being on hold, broken promises that escalation departments and/or management would call me back to discuss.  NO ONE EVER DID, despite several specific statements that someone will be in touch with me to help me resolve my issue.
Everything I assert in my original complaint can EASILY be verified by Expedia’s proper due diligence investigation by locating the numerous phone conversations, and information (or obviously complete MISINFORMATION) given to me on at least 3 out of 5 different occasions, resulting in unexpected out-of-pocket expenses, and my valuable time. 
I want Expedia to either refund my unexpected expenses associated with this booking for things I was led to believe were included (room upgrade and wifi) and compensate me for my valuable time during my multiple lengthy futile attempts on the phone with various Expedia agents, trying to resolve this issue; or Expedia to produce recordings of at least 5 conversations I had with Expedia agents when I was provided false and misleading  information, and advise how they will compensate me for Expedia employing numerous agents without proper training, who provide such misinformation and false statements, wasting consumers’ time and money, not to mention ruining their vacations. 
Thank you for your time and consideration.
Sincerely,[redacted]

January 18, 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 Expedia promotional emails.  We understand Ms. [redacted] is requesting that they stop receiving the Expedia promotion emails. On January 10, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 10, 2017, the customer contacted Expedia via email requesting that they stop receiving the Expedia promotional emails. Expedia replied to the customer advising that the cancellation request may take up to 10 days to process. Expedia provided the customer with the steps on how to stop the emails.
 
In reviewing the customer’s account, the customer’s email was removed. Expedia has also forward the customer’s request to our marketing department. Please be advised it may take up to two months for the promotional emails to stop.
 
We regret any inconvenience that this may have caused and would like to assure you that your business is important to us.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

May 15, 2015 Revdex.comE.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. Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding flight reservations. We understand the customer is requesting a refund for the cancellation penalty charged for her hotel reservations.
On April 22, 2015, Expedia advocated on the behalf of Ms. [redacted] with the hotel. At the time, Expedia was advised the hotel would need to further investigate if a refund could be processed for the cancellation penalty.
On May 15, 2015, Expedia confirmed with the [redacted] that the cancellation penalty of $1,092.98 would be waived, and Expedia received permission to process a full refund. At that time, Expedia processed a refund in the amount of $1,092.98 back to the customer’s original form of payment. The time it takes to post the refund to Ms. [redacted] account depends on how quickly her credit card company processes refunds.
We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.  Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: that was an error, I thought there was a Revdex.com case open but there was not. I did not open a case at that time because Expedia told me the issue was resolved and I could use my credit anytime with United. I did contact both Expedia and United airlines multiple times prior to the credit expiring and I have multiple email chains to prove that, but United was not able to locate the number provided by Expedia and this is why this happened.Sincerely,[redacted]

April 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 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 to rebook a flight, using his flight credit.  On April 13, 2016, we contacted Mr. [redacted] to acknowledge receipt of his Revdex.com complaint.  The customer advised Expedia that his flight was already booked using his flight credit and considers this matter as resolved with the Revdex.com.
Our records reflect on March 21, 2016, the customer contacted Expedia, requesting to rebook his flight, using a flight credit.  Our agent was able to determine, due to a site error, Expedia would honor the air credit less the $550.00 change fee as well as the $150.00 that was refunded from the airline.  The total amount of the air credit was $2,088.40, which the customer agreed to.  Our agent processed the new travel dates for: Departing April 15, 2016, from Chicago, Illinois to Prague, returning on April 23, 2016, from Prague to Chicago, Illinois with Air Berlin.
We regret any inconvenience that may have occurred and would like to assure you that your business is important to us.  We appreciate the opportunity to address this issue.  Comments like yours help us improve agent training and the quality of service we provide. Expedia and the customer consider this matter resolved.
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

April 19, 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 booking question. We understand Ms. [redacted] is expressing concern regarding our +VIP program.
Our records indicate on February 24, 2016 the customer accessed Expedia.com and booked itinerary # [redacted] which included a flight from Cancun, Mexico on April 11, 2016 to Fort Lauderdale, Florida and a stay at the GR Solaris, Cancun, Mexico from April 7, 2016 to April 12, 2016.  Ms. [redacted] is concerned that she did not receive VIP status on her booking. 
Expedia regrets that the customer was upset, however there seems to be some misunderstanding as to what our +VIP program is.  Our website provides the information that Expedia offers 2,000+ hand-picked hotels which are recognized leaders in guest experience that:
·         Consistently receive the best guest reviews
·         Achieve top ratings in their region
·         Deliver Expedia's stringent standard of service
This information can be reviewed at https://www.expedia.com/rewards/vipaccess
These highly rated hotels comprise our +VIP program and customers will see the +VIP symbol on these hotels, designating them as part of this group.  We do not book individual people as VIP status guests at a property. 
Ms. [redacted] seemed to be of the impression that Expedia books guests into a VIP status with hotels, which is a service we do not offer.  She did however, book into the GR Solaris, which is a hotel in our +VIP status group.  She felt she did not get the booking she had paid for, but in fact she did receive a +VIP resort booking, in accordance with our +VIP information. 
Our agents did advise Ms. [redacted] that we cannot book her as a VIP guest, however if the explanation was not clear, we apologize for the frustration this may have caused our customer.  The customer was offered a $100.00 travel coupon but declined to accept it. 
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