Expedia Inc

September 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...

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 the customer self-booked a car reservation with Dollar Rent A Car through the Expedia.com website. We understand from the complaint, the customer is requesting compensation. Upon receipt of the Revdex.com submission, we were able to verify that Mr. [redacted] self-booked a Standard Van Rental, which can be found on his confirmed itinerary. The customer’s itinerary includes the car rental’s term and conditions which state all the insurance charges and rules and regulations in addition to: • Child Seat/Infant (0-12 month / 0-13kg) Infant Seat COST IS EUR 5.88 PER DAY, EXCLUDING VAT, PER SEAT. ITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER Child Seat/Toddler 4-7 years / 15-30 kg) Toddler Seat COST IS EUR 5.88 PER DAY, EXCLUDING VAT, PER SEAT. ITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER Navigational System (Built in system) Navigational System COST IS EUR 8.40 PER DAY, EXCLUDING VAT. ITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER SEE If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time. However, we do not show that the customer contacted Expedia during their travels. As this reservation was self-booked by the customer, Expedia is 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[redacted] Tier 3 Customer Service

April 10, 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 shuttle reservation.  We understand Mr. [redacted] is requesting the refund. On April 1, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 21, 2017, the customer self-booked a package reservation. Travel was on British Airways, departing March 17, 2017, from Phoenix, Arizona to Paris, France; and returning on March 26, 2017, from Paris, France to Phoenix, Arizona. The package includes a hotel stay for the Citadines Les Halles Paris. The package includes a roundtrip shuttle in Paris, France, via itinerary number [redacted]. The customer is stating that the shuttle company did not pick-up him up at the airport or at the hotel. The customer is stating they had to take a taxi each time.
 
Upon further researching this matter, we can confirm on March 31, 2017, the customer contacted Expedia advising that the shuttle did not pick him up at the airport or take him back to the airport from the hotel. The customer advised that they had to take a taxi each time. The customer requested the refund. Expedia contacted the vendor; however they were unavailable.
 
Expedia has contacted the vendor; they advised they would need to research the customer’s complaint. Once they update Expedia, we will update the Revdex.com and the customer. We hope the customer understands Expedia cannot process the refund until the vendor confirms that the reservation was not used and that the vendor authorizes the refund.
 
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

April 26, 2017 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 amusement park tickets. Our records show on March 27, 2017, Mr. [redacted] self-booked tickets to Universal Studios via itinerary number [redacted], with a trip start date of April 2nd. The tickets were booked for two days. We understand from Mr. [redacted]’s complaint, he was unable to use the tickets he purchased on our site. Mr. [redacted] then called Expedia regarding the issue however only received a refund for one of the two days he booked. Mr. [redacted] contacted Expedia a second time on April 18 and was refunded for the second day. Upon researching the customer’s complaint, we can confirm as of May 18, 2017, the full amount paid was refunded and was processed back to the customer’s original form of payment as he stated. Expedia’s goal is to provide an exceptional customer experience. We appreciate the time Mr. [redacted] took to provide Expedia.com with the comments regarding Universal Studios tickets and we have passed your information onto our management team for review. We do regret any inconvenience Mr. [redacted] encountered in resolving this matter. As a full refund has been given to the customer, Expedia considers this matter 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, Daniel A[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. Thank you for being there as a liaison to consumers, I couldn't be more appreciative. Sincerely, [redacted]

August 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 package reservation.  We understand Ms. [redacted] is requesting that Expedia respond to her complaint. On August 22, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect August 8, 2017; the customer self-booked a hotel reservation at The Reserve at Paradisus Punta Cana Resort-All Inclusive with a check-in date of November 28, 2017, and a check-out date of December 8, 2017, via itinerary number [redacted]. The customer is stating that they encountered an error while booking the reservation. The customer is stating that they attempted to book a package which included a flight and hotel; however the hotel was only booked and confirmed.
 
Upon further researching this matter, we can confirm on August 8, 2017, the customer contacted Expedia advising that they booked a package reservation; however only the hotel booking was confirmed. The customer request to cancel the hotel and rebook the package reservation, Expedia contacted the hotel because it was nonrefundable. The hotel would not authorize the refund.
 
Expedia contacted the hotel again on the customer’s behalf; who advised that they would allow the customer to cancel and rebook; however the customer must first rebook the same hotel reservation, which is a nonrefundable rate, if not the hotel would not authorize the refund. Once the new reservation is booked and confirmed the hotel would authorize the refund for the original booking. Please note that Expedia cannot honor the original price.
 
The customer can contact our customer service department at 1-800-397-3342. The customer can reference the itinerary number and the case number [redacted], when contacting Expedia.
 
Expedia reviewed the customer’s booking session that was made on August 8, 2017. During the booking and checkout path on our website, it was disclosed that the flight date search was no longer available and advised the customer to research the flight dates or continue to book the hotel separately. The customer completed the reservation with only the hotel booking.
 
Please note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any policies related to refund. We hope you understand that we must adhere to the policies of the hotel in this case.
 
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

February 9, 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.
Our records reflect that on January 14, 2017, Ms. [redacted] booked a four-night stay at the Byblos Resort & Casino from January 14, 2017, through January 18, 2017. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative.
We understand that Ms. [redacted] is requesting a refund because she was not pleased with the condition of the property. Ms. [redacted]s stated that she was told her room would not be available for two or three hours upon arrival and she decided to cancel and book another location. She is now requesting a refund of her initial booking plus the difference in what she paid for the alternative location.
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. We provide selection details on several pages for review including the final payment screen. Expedia.com serves as a third party intermediary for companies with which we do business such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners.
As Ms. [redacted] acted on her own behalf as the travel arranger, she is responsible to select the proper amenities conducive to her travel needs. Furthermore, as Ms. [redacted] or an authorized user of the account agreed to the Terms and Conditions of the booking which were as follows;
 
Cancellation and Change Policy: Non-Refundable 
 
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
 
Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
 
Expedia.com acts only as a third party intermediary for hotels and has no control over the hotel, any of the employees or customers. However, if one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounter. Moving forward we encourage Ms. [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact. We contacted property management on February 9, 2017, and advocated for a refund on Ms. [redacted]’s behalf, regrettably, our request was denied.
Again, 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]
Corporate Correspondence Team

December 4, 2018
 
Complaint Department -Expedia
Re: Expedia Case # [redacted] / [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 his roundtrip flights from Houston, TX. to Barranquilla, Colombia. We understand from Mr. [redacted]’s complaint that he is requesting a refund for his canceled flights due to several flight schedule changes initiated by LATAM Airlines.
Our records reflect that on February 20, 2017 , Mr. [redacted] or an authorized user of the account self-book a flight on LATAM Airlines, departing on December 22, 2017 from Houston to Barranquilla and returning on LATM Airlines (Operated by American Airlines), departing on January 5, 2018 from Barranquilla to Houston. The airlines’ rules and restrictions were advised during the online booking process and on the confirmation itinerary. It states, the tickets are nonrefundable, nontransferable and name changes are not allowed.
Following each airline schedule change, he had notified Mr. [redacted] via phone or email regarding his flight changes. We provided alternative flight options offered by LATAM Airlines.
From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. 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. LATAM Airlines 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, airline initiated schedule changes occur.
Only the airline can make changes to flights. These changes are not related to the type of tickets that are purchased or the company the tickets are purchased from. Airlines rarely tell travel agencies why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
We do not set any fare rules, and we do not maintain any flight schedules or make any changes thereto. Upon completing his booking on our website, he agreed to our Terms of Use, which expressly provide:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is 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. Expedia has 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.
Mr. [redacted]’s tickets were reissued by the airlines, Expedia does not have access to the tickets. Based on the above, we cannot offer a refund or compensation for this matter. We encourage Mr. [redacted] to contact LATAM Airlines directly to submit a claim for a refund. Please provide conformation code [redacted] (Refunds are not guaranteed and are subject to the airlines’ approval). 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,
Tammie M[redacted]

July 13, 2015
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Case ID O-[redacted]
Revdex.com Complaint #[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 and/or resolution offered.
 
As previously stated, our records reflect the hotel was sent the proper notifications.  Expedia received confirmation replies from the [redacted] in return.  The hotel did not, at any time, notify Expedia that they would not accommodate the customer’s itinerary, so as is normal procedure, Expedia sent confirmations to the customer.
 
Upon further research, it was verified on May 28, 2015, our Lodging Support Team did reach out to the [redacted] and reconfirmed that the reservation was valid and should be honored. However, the customer had already booked another reservation with the [redacted].
 
Expedia does regret the inconvenience and frustration the circumstances caused our customer.   As the [redacted] is a vendor on our website, our Lodging Support Team was able to secure a refund for the difference paid.  On June 12, 2015, the [redacted] agreed to refund $1549.68 of the fees paid by Ms. [redacted], back to her original form of payment. The time it takes to post to her account depends on how quickly her credit card company processes refunds.
 
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 – Customer Service
Expedia, Inc.

Complaint: [redacted]I am rejecting this response because:
Dear Expedia representative,
I am not satisfied with you explanation for several reasons. First, the [redacted] offered a better price for this particular hotel but they CLEARLY stated that the reservation was not refundable. You, on the other hand, most often advertise free 24 hours cancelation policy. The only reason I booked this hotel via Expedia is because I was totally sure I had 24 hours to cancel the reservation. It is possible that you had a fine print on the page somewhere but it is unfair and confusing to your customers at best. Second, I tried to cancel the reservation approximately 15 hours after I had made it and several days before the actual stay. I had to cancel the reservation for a reason. There was a military coup in Turkey and my cruise company informed me in the morning that the ship is changing the route. Finally, the representative that I talked to on the phone did not actually talk to the hotel manager. He said he could not find him and promised to get back to me. This never happened. Also note, your original receipt for this hotel that I was able to see though my account page did not have any words about non-refundable charge. It is only after I had posted a complain you added those words in RED. The alterations of the page content look funny to me.
So I strongly believe that you deceived and failed me as your customer. I want my money back.
 
Sincerely,
[redacted]
 
 
Thank you!

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

September 22, 2015
 
Revdex.com
E.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 a refund request.  We understand Mr. [redacted] is requesting compensation due to a hotel reservation not being honored by the hotel. On September 22, 2015 we contacted the customer to acknowledge receipt of their Revdex.com complaint.
 
Our records indicate on September 5, 2015 the customer accessed Expedia.com online to book a one night reservation at the [redacted] at Stadium Drive, Kodak Tennessee to arrive same day, September 5, 2015 and checking out September 6, 2015. The reservation was submitted to the [redacted] and confirmation number [redacted] was returned by the hotel, confirming the reservation. The customer was charged $179.17 and provided Itinerary # [redacted]. 
 
The customer is reporting he contacted Expedia to verbally confirm his reservation and he also called the hotel directly and received confirmation of his reservation.  He states the hotel did not notify him at that time of any problem accommodating him.  Mr. [redacted] then states several hours later he received a call directly from the hotel, as he was in route to the hotel, telling him they were booked to capacity and would not have a room for him.  Expedia did not receive communication from the hotel that they would not be accommodating the customer.  The customer states he had to find another place to stay.
 
We’re sorry to learn about the customer’s experience with [redacted].  Expedia.com acts only as a third-party intermediary for hotel providers. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage them to contact us with any problem they encounter with a hotel. This enables us to attempt to find a resolution at that time.
 
Expedia has a relocation department and, had the customer contacted us, we could have attempted to relocate him to another local hotel.  If none could be found that he approved of, a refund would have been processed for his initial payment. As Expedia was not contacted during travel, we were unable to assist with alternate accommodations and a refund was not processed.
 
 
On September 22, 2015 Expedia spoke with [redacted] at the [redacted].  She was able to confirm the customer’s reservation had been cancelled and approved a refund by Expedia; however she was unable to provide information as to why the reservation was not honored.  On September 22, 2015 Expedia immediately processed a refund in the amount of $179.17 back to the customer’s original form of payment for his hotel reservation.  The amount of time it takes for the credit to be available in his account depends on how quickly his bank processes refunds.
 
While Expedia regrets the inconvenience the customer experienced, we had no indication from the hotel that they would not accommodate the guest, and no opportunity to assist.  We cannot agree to the customer’s demand of a $2,500.00 compensation for this issue.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: The refund amount is lower than what I was advised I would be receiving back by 4 different representatives. They advised my refund would be $300+ dollars for this nights stay. I want the full amount refunded to me, if we were on a recorded line please check the transcripts and verify the communications I received from the representatives.
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

October 22, 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 Mr. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on February 16, 2015, the customer self-booked a flight reservation using Expedia’s website, itinerary [redacted]. Travel was with [redacted] Limited from Phoenix, AZ to Chengdu, China, departing on May 20, 2015, and returning on July 15, 2015. Due to changes to his travel plan, Ms. [redacted] requested a partial refund of his ticket. On May 29, 2015, a refund of $200.00 was issued by Expedia, back to the original form of payment. Mr. [redacted] claims that he did not receive that refund.
Upon receipt of Mr. [redacted] complaint, on October 20, 2015, Expedia re-issued the refund of $200.00, back to the original form of payment, as an offer of good faith. The time it takes a refund to post to the customer’s account depends on how quickly his credit card company processes refunds, generally within 3-7 business days.
On October 22, 2015, Expedia contacted Mr. [redacted] to advise of the refund. We are currently awaiting the customer to confirm if the refund was received directly with his credit card company/banking institution, and will assist him until the refund is received.
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

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 19, 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 car reservation that was cancelled by the car rental company. On June 14, 2016, Ms. [redacted] self-booked a package which included flight for three passengers, hotel and transportation to and from the hotel. The amount paid for each airline ticket was $452.16 (total $1356.48), the amount charged by the all-inclusive hotel for four nights was $2188.64. The amount charged for transportation was $219.96 which was refunded the same day of June 14, 2016 after the customer called back. We understand from Ms. [redacted]’s complaint, they booked the wrong dates on the package. Ms. [redacted] called Expedia and was advised that they would be able to keep flight credit and a change fee by the airline would be charged for making a change. On July 26th, Expedia contacted Expedia once again. After being advised of the change fee of $300.00 per ticket Ms. [redacted] did not agree and mentioned she would instead file a claim with their credit card company and hung up. Ms. [redacted] is requesting a refund for the amount of the flights or flight credit with Jet Blue, and also credit for the hotel. Upon researching the customer’s complaint, we can confirm that Ms. [redacted] at no time asked for the flights to be cancelled. This would have caused the flight to be cancelled and Ms. [redacted] would have been able to keep flight credit. Expedia’s goal is to provide an exceptional customer experience. As you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotels. We are unable to change rules imposed by the airline or provide credit for the lost value of the tickets. We do regret any inconvenience Ms. [redacted] has encountered in resolving this matter. Based on the information provided above, Expedia considers this matter closed. Sincerely, Daniel A[redacted] Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: It only takes a quick google search to see how many other people have been tricked by Expedia with this bait and switch tactic. They should take more effort to ensure customers are notified. I have documents clearly stating that the $945.xx that I paid includes all taxes and fees. I understand that there are optional fees like breakfast and parking. Those fees are my election. The "resort fee" is not at my election. It wasn't adequately disclosed to me and I still feel like Expedia used a bait and switch tactic. I could have purchased the airline and hotel directly and actually saved $70 over the entire cost that I purchased through Expedia. 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. However, I would appreciate Expedia to take action to make this not a one-time exception in my case, as many people are effected by this regulation.Sincerely, [redacted]t

Complaint: [redacted]I am rejecting this response because:
There is no answer of my concerns , why was the billing done without issuing a reservation."Having no control" is very poor excuse, at the end of the day the holds are made by expedia in attempt to book services from them. Also once hold is obtained why it was not used to complete the reservation when I called and asked this to be do to be more effective !
There was no reason to reject my payment because the bank card was well set with funds. On other hand there is issue with the billing system from the Expedia web site i.e. the insurance is posted as 18 p.p but when booked is adding up to 70 USD for that trip. This was also addressed with Expedia over the phone and e-mail and still no answer ....
In addition there is no answer not even a simple apology about the bad customer service they had over the phone , the phone was hung up on me twice and also also a supervisor was rude to me! 
So far very poor service; customer service and service recovery , I would also recommend Revdex.com to do not accept this poor generic excuses to justify their lack of professionalism.
I still expect resolution from Expedia  , if I am not able to obtain it here I will proceed further with searching assistance with various authorities and also will post all my concerns on all possible social media sources.
Sincerely,[redacted]

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