Expedia Inc

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

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

May 22, 2017
 
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 Mr. [redacted] (Revdex.com case number [redacted]) regarding an airline schedule change. 
 
Our records reflect on October 23, 2017 the customer accessed Expedia.com and self-booked a flight and hotel package from Miami, FL to Cancun, Mexico.  The customer’s complaint centers on a flight change made by Interjet Airlines, a low cost carrier based in Mexico that the customer chose when booking their flights. 
 
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. Expedia has no control over when, or how often, airline initiated schedule changes occur. We cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
 
Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Expedia why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues
.
With regard to Low Cost Carriers, Expedia provides the following information during the booking process and on the customer’s online itinerary:
 
Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directly. Please note that Expedia may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight schedule. These changes may not be reflected in your Expedia Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.
 
As Expedia cannot service or make any changes to the itineraries of Low Cost carriers, the customer must contact them directly for assistance. Interjet airline may be contacted by phone at 1-866-285-8307.  There website address is: https://www.interjet.com/en-us.
 
While we are unable to assist with the flight changes, we would like the customer to be aware that their hotel reservation is still outside penalty until June 21, 2017 so they need to contact our Customer Service Department as quickly as possible at 1-888-656-4546 for assistance in adjusting their resort reservation. Without contacting the resort, the reservation could be cancelled when they do not show up to check in on the first night.  If the reservation is not adjusted with the resort, the customer could lose their entire fees for the week and have no hotel.  Our agents are available 24 hours a day, seven days a week and can assist by contacting the resort on their behalf to see what options the hotel may offer. They should explain to the agent that the carrier has changed their flights and they will not be arriving on the original date and need to make changes to the hotel portion of their itinerary.
 
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 Corporate Customer Service

December 5, 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 December 1, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on March 10, 2016, the customer self-booked a combinable one-way flight reservation for [redacted] and [redacted]. Travel was on Norwegian Air Shuttle, departing November 30, 2016, from Boston, Massachusetts to Fort de France, Martinique; returning on December 7, 2016, from Fort de France, Martinique to Boston, Massachusetts. The customer is stating she entered her name incorrectly. The customer is stating they contacted Expedia and Expedia advised they would correct her ticket; however the ticket was not corrected.
 
Upon further researching this matter, we can confirm on November 30, 2016, the customer contacted Expedia advising her name is not correct and should reflect as [redacted]. Expedia contacted the airline; they authorize the name correction. 
 
On that same day the customer contacted Expedia advising they were at the airport; however the customer’s ticket was not corrected. Expedia advised the customer that we could not re-issue due to a system limitation the customer’s legal name was too long.
 
Expedia advised the customer we would refund for the original flight and the customer would need to book directly with the airline. The customer requested to cancel the hotel reservation.
 
Expedia did contact the hotel; however Expedia could not speak to anyone who would authorize to waive the cancellation fee. Expedia advised the customer and the customer agreed to cancel the reservation with the cancellation fee.
 
In reviewing the customer’s account the customer was refunded in full for the flight in the amount of $296.96 and for the hotel reservation minus the cancellation fee of $660.00 on November 30, 2016.
 
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.
 
We hope the customer understands Expedia cannot honor the refund request or compensation.
 
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

December 15, 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, 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 December 3, 2015, Mr. [redacted] booked a two-night stay at The Dupont Circle Hotel from December 30, 2015, through January 1, 2015.
We understand from Mr. [redacted]’s complaint that he took advantage of a mobile application that offered a $50.00 discount towards the cost of his booking. Mr. [redacted] stated that he did not get $50.00 off so he contacted Expedia for assistance. He says that the promotion was not honored and he was given a $50.00 coupon that he could use towards a future booking. Mr. [redacted] is now requesting the $50.00 offered in the promotion and a free room upgrade.
Per our records, this matter was addressed on December 3, 2015. The reservation was canceled and rebooked and the $50.00 discount was redeemed. We also allowed Mr. [redacted] to keep the $50.00 coupon for future use. Regrettably, we are unable to honor the request of a free upgrade.
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

October 11, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a reservation booked on Expedia.com.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
Tier 3 Customer Service
 %

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution satisfied the refund due to me, however, there was no mention of the incredibly long wait time for customer service contact and the unclear terms and conditions for travel insurance.Sincerely, [redacted]

March 29, 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 Mr. [redacted] is requesting a full refund. On March 21, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on December 28, 2016, the customer self-booked a package reservation for [redacted] and [redacted]. Travel was on [redacted] Airlines, departing Green Bay, Wisconsin to San Juan, Puerto Rico; and returning on February 27, 2017, from San Juan, Puerto Rico to Green Bay, Wisconsin. The package includes a hotel stay for the [redacted] Puerto Rico. The package includes a roundtrip shuttle in San Juan, Puerto Rico, via itinerary number [redacted]. The customer is stating they encountered an error while booking the reservation. The customer is stating they selected the all-inclusive; however the all-inclusive was not booked.
 
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.
 
Upon further researching this matter, we can confirm on January 11, 2017, the customer contacted Expedia to cancel the reservation due to the hotel did not offer the all-inclusive. Expedia contacted the hotel and the hotel authorized the refund.
 
Expedia advised the customer that we could only issue the refund for the hotel as the tickets and the shuttle were nonrefundable. Expedia advised the customer if they cancel the flight; they would have a flight credit that would be valid for 1 year from the issued date of December 28, 2016.
 
Expedia advised the customer they would be responsible for the airline impose change fee of $ 200.00 per person; plus any fare difference. The customer declined to cancel the reservation.
 
In reviewing the account, the customer did not contact Expedia by phone to cancel the reservation prior to the departure. The airline marked the customer as a no show and [redacted] Airlines has considered the tickets as a lost value.
 
Expedia contacted the hotel; they advised that since the reservation was not canceled they will not authorize the refund and shuttle would not authorize the refund.
 
Expedia can confirm that the hotel does offer breakfast only; however for specific room types. The customer did not book the specific room type to receive the breakfast. During the booking and checkout path on our website, it was disclosed that the flight, hotel and shuttle were nonrefundable. The customer did receive and viewed the emailed confirmation.
 
[redacted] 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 and not Expedia and we must adhere to the vendor’s policies.
 
We hope the customer understands Expedia cannot honor the request for the refund or compensation. Expedia considers this matter as closed and will no longer address this matter any further.
 
 
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

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, 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 October 29, 2016, Ms. [redacted] booked a two-night stay at the Super 8 Dubuque from November 4, 2016, through November 6, 2016. We understand from Ms. [redacted]’s complaint that she overheard a guest receive a quote from the hotel that was more than what she paid. As a result, she feels that Expedia should adjust the rate that she paid for the booking.
The rate disclosed to Ms. [redacted] by Super 8 is what we call a Net Rate. In order for Expedia to offer the discounted prices on our website we purchase hotel rooms in bulk, a minimum of one year in advance at a contracted rate. After we purchase the rooms the hotel has the option of modifying their rates as they wish to match their inventory. This is something we have no control over. Because of our contract with the hotel we are required to charge the amount reflecting on our website at the time of purchase.
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

March 17, 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 March 11, 2016, we received the Revdex.com complaint.
 
Our records reflect on January 16, 2016, the customer self-booked a combinable flight reservation, using Expedia.com.  Travel was on [redacted] Airlines, departing January 23, 2016, from Newark, New Jersey to Pittsburgh, Pennsylvania; returning on January 25, 2016, from Pittsburgh, Pennsylvania to Newark, New Jersey with United.  The customer is stating they tried to contacted Expedia within 24 hours after making the booking to cancel the flight, however was not able to speak to an agent.  The customer is stating they were finally able to contact Expedia, and was advised they would be refunded, however she has not received a refund yet.
 
Expedia a 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.  Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation.  This gives Expedia the opportunity to provide an appropriate resolution.
 
Upon further researching this matter, we can confirm on January 19, 2016, the customer contacted Expedia, advising they wanted to void their airline tickets.  Our agent advised the customer the timeframe to void the tickets had already passed and they would need to follow the policy per the airline.  No further action was taken.
 
On January 24, 2016, the customer contacted Expedia, wanting to know the status of her refund.  Our agent transferred the customer to a supervisor.  The supervisor advised the customer that her tickets were not canceled, and that our records reflect the airline marked the tickets as a no show.  The supervisor was able to verify no agents were in the customer’s account until January 24, 2016.  Expedia followed the policy per the airline, and requested the refund with [redacted] Airlines.
 
The supervisor advised the customer that the request for the refund has already be submitted with the airline.  No further action was taken.
 
On March 17, 2016, Expedia contacted [redacted] Airlines on behalf of the customer; they advised the outbound tickets were already refunded to the customer.  The timeframe will be 8 weeks, which is the standard timeframe for all airlines.  On that same day, we contacted United; they advised they were unable to view any information on the status for the return tickets.  United advised the customer can go onto their website and request feedback for the return flight.  United will send the customer a response within 24 hours.  We hope the customer understands, without any authorization from the airline, 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.  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

June 14, 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 question about Expedia reward points for a recent flight booking.
 
Our records indicate Mr. [redacted] booked a flight through Expedia.com, itinerary # [redacted] and subsequently contacted Alaska Airlines directly and asked to be changed to an earlier flight.  Had the customer contacted Expedia to make this change, we could have assisted and kept his booking under his Expedia account.  However, when a customer goes directly to an airline for changes, the airline must take over the ticket, making it fully their booking, to make changes.  That cancels their booking through Expedia.  This is not a flaw in our system, but rather the way all of the airlines conduct business.  As Expedia acts only as a third party booking intermediary, we must abide by the terms and conditions set by our vendor partners.  In the case of Mr. Kusmiantoro’s booking, as it was no longer an Expedia reservation once taken over by Alaska Airlines, it is not eligible for reward points. 
 
The full terms of use for our Rewards program can be reviewed at:
“http://www.expedia.com/loyaltyrewards/pages/info-rewards/expediarewards/terms...⇄ />  
Expedia regrets we cannot agree to the request that we add points to the customer’s account for this cancelled flight.
 
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: I am getting conflicting stories from Expedia. They are asking me to believe they have not received a check that was mailed a month ago. It is very convenient for them to evade their responsibility of refunding the price of the tickets. Are they looking for the check? What are my next steps? I feel I am getting the run around.  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. Sincerely, [redacted]

November 21, 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 hotel reservation. Upon receipt of the Revdex.com submission, we have verified this issue was resolved on November 20, 2016. Expedia processed the refund in the amount of $45.85 back to the customer’s original form of payment. 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

June 23, 2015 Revdex.com 1000 Station Drive, Ste. 222 DuPont, WA 98327 Complaint Department Re: Expedia Case #: O-[redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mrs. [redacted]. We regret to hear the customer did not accept our response and/or resolution offered. We understand Mrs. [redacted] is requesting a refund of one night stay at the hotel The [redacted] & Spa All Inclusive. Mrs. [redacted] used our online system to book her package. When Mrs. [redacted] selected the hotel from the search result page and before choosing the room type; all the hotels’ policies were displayed which includes that guests staying on Saturday night may need to change units. We have attached a screenshot of this information displayed on Expedia.com upon selecting the hotel. All the hotel’s terms and conditions were displayed again before payment submission. As a travel agency, Expedia is subject to the rules and restrictions of the vendors whose services we sell. Mrs. [redacted] agreed to the terms and conditions and the details of the hotel reservation upon submitting the payment.Unfortunately, we are unable to offer a compensation for the inconvenience of changing the unit as this was the hotels policy. 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, Linda L[redacted] Tier 3 Customer Service

May 7, 2016
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the customer service issues. 
Our records show on March 2, 2016, Ms. [redacted] with the assistance of a sales agent booked an Expedia.com flight and hotel package reservation via booking number [redacted]. We understand from Ms. [redacted] complaint, reservation was booked incorrectly and after contacting customer service, no assistance was provided.
Upon researching the customer’s complaint, we can confirm on April 18, 2016, when Ms. [redacted] brought this matter to our attention, the package reservation was canceled and a full refund was processed back to the original form of payment.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved, 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,
Angel A[redacted]
Tier 3 Customer Service

The complaint was not due to my dissatisfaction, it was due to the fact of they advertised one thing in regard to a 4 star hotel, with no mention, that the hotel did not provide air condition and the rooms were more like a 1 or 2 star hotel. They were appalling.
Also it was their complete lack of regard and constantly ignoring up for help on the situation for 12 hours straight, through their customer service. We were ignored and given the run around for 12 hours, and they never followed up with not one call, as we sat stranded in Rome Italy. 
Their response is completely rejected and I believe they should be fined or red flagged. 
If you go on Trip Advisor or Yelp, you will see over and over the multiple complaints regarding their customer service. It is unfair for a business to operate as such in the United States. They have no regard for the customer.
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I never authorized the credit card authorization 
Bottom line I was unaware that I was dealing with 
Expedia until I called in and asked for a corporate phone number. 
 
The first agent I spoke with stated she had called the Super 8 and they were 
fine with cancellation and refund, but that HER MANAGER didn't authorize 
the refund because of the cancellation policy.  This is what upset me the most. 
When I asked to speak with the supervisor or manager, he stated to me his 
hands were tied.    Expedia just stole 227.00 from me, for holding a reservation 
for 11 mins, with no offer of changing days or a different place to stay. 
 
This was even stated to the manager, that I travel up to 1-2 times a month on business and or for pleasure. 
So a refund or a credit towards another stay somewhere, would be nice. Maybe I would not feel like I have
had money stolen from me. 
 
Sincerely,
[redacted]

April 25, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr. [redacted]. We regret to hear that he did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a refund. Upon review of the customer’s reply, on April 25, 2017, Expedia processed a courtesy refund in the amount of $163.14 back to the customer’s original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refunds. We apologize for any inconvenience this delay may have caused. 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] Corporate Customer Service

October 14, 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 the best price guarantee refund request. 
 
Our records show on August 2, 2016, Ms. [redacted] self-booked an Expedia.com cruise reservation, sailing on September 4, 2016 with Royal Caribbean Cruises. We understand from Ms. [redacted]’s complaint, Expedia did not honor the low price guarantee and is requesting a refund of the difference.
 
Upon researching the customer’s complaint, we can confirm on August 5, 2016, Ms. [redacted] brought this matter to our attention and stated a lower price was found on the cruise line’s website. The customer was advised based the best price guarantee terms and conditions, application for lower price match had to be submitted within 24 hours of booking. Ms. [redacted] contacted Expedia three days after the booking made, therefore the customer’s request was denied.
 
Expedia.com makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasing as well as promotions and deals so details of such are stated on several pages for the customer to review. Based on the information provided above, we are unable to honor Ms. [redacted]’s refund 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,
 
Angel A[redacted]
Tier 3 Customer Service