Expedia Inc

June 9, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-[redacted] Dear Revdex.com: Thank you for taking the time to contact Expedia, Inc. regarding an issue from one of our hotel partners.  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 vendor felt his concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the supplier complaint filed by [redacted] on behalf of the [redacted] (Revdex.com [redacted]) regarding an advertising complaint.  We understand Mr. [redacted] is reporting a discrepancy with room advertising.  On June 8, 2015, we attempted to contact Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach him. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and subject to the rules and restrictions of those providers.  We do not address inquiries from vendors via the Revdex.com.  We will forward his concerns to the appropriate department for follow-up.  For immediate attention, Mr. [redacted] can also contact his Expedia Marketing Associate to advise of his concerns. We thank you for allowing us 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

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
 %

I am fine with Expedia receiving a five day extension to do further needed investigation of this complaint and enabling there to be a resolution to this issue.  My only wish is to be given the opportunity to pay more money to upgrade my room at the hotel during my stay there in December 2015.  Again, same hotel, same dates that have been booked - just a better room (as indicated in my original complaint).  Simply, Expedia should not be marketing a product/service that in no way can be up-gradable with the payment of more money: it does not much sense at all.  If Expedia if unable to accommodate this request, I respectfully ask that the money I have already paid for this hotel reservation be refunded to me.  Thank you.

Complaint: [redacted]
I am rejecting this response because: They needed more information which is enclosed in attachments. I was stuck for 3 days away from home with a disable relative with no funds because they didn't cancel the reservation with the establishment and it locked up my bank account temporarily. They said it was my problem and to contact my bank...on Labor Day weekend. They wouldn't help at all with my position they put me in...
Sincerely,
[redacted]

May 5, 2015 Better BusinessBureauAlaska, Oregon &Western Washington Complaint DepartmentComplaint ID: [redacted]  Re: Expedia Case # O-[redacted] Dear Better BusinessBureau, Thank you forforwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear the customer did not acceptour response offered.  In our initialresponse to the Revdex.com Expedia stated that we had communicated with the [redacted] and they show they accommodated the customer atanother of their properties the first night and then at their own resort theremainder of his stay, billing Expedia for all nights.  We have encouraged the customer to provide receiptsfor his base hotel stay, should the resort’s records be incorrect, and we willbe happy to reimburse him for any out of pocket costs for the first night ofhis stay, excluding resort fees or incidentals.  Expedia regrets thecustomer did not receive customer service that met his expectations, and whichwas not up to Expedia’s standards.  In a good faith effort we did providethe customer’s Expedia account with a $250.00 future travel coupon, which isavailable to him for a period of one year. Expedia stands by our previous response and will not be offering anyfurther compensation.  We thank you forallowing us the opportunity to further address the issues that were brought toour attention.  If you have any furtherquestions or concerns regarding this matter, please feel free to contact us.   Sincerely, [redacted]Tier 3 CustomerServiceRevdex.com Rebuttal

Revdex.com
April 22, 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.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.com 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 package booking.  We understand Mr. [redacted] is currently requesting a refund of $2,054.85USD. The customer stated on March 17, 2016, he contacted Expedia.com customer service and requested the cancelation of the entire booking.  Per Mr. [redacted], he was advised by our agent he would receive a confirmation of the hotel cancelation within 24 to 72 hours, in addition to a refund.  The customer claims, he has contacted Expedia.com several times to follow up on the refund he was promised; however, no resolution has been provided by Expedia.com. On April 04, 2016, we received receipt of the Revdex.com complaint.
On March 16, 2016, the customer self-booked a refundable package reservation via Expedia.com, itinerary [redacted] and [redacted] with United Airlines and Riu Palace Cabo San Lucas All Inclusive.  The flight departure was on March 19, 2016, and the return was on March 26, 2016.  The hotel check-in was on March 26, 2016, and the check-out was on March 26, 2016. (Package - Flight $407.61USD + hotel $2,054.85USD - Total Amount $2,262.46USD)
Our records indicate on March 17, 2016, the customer contacted the Expedia.com customer service department to cancel the entire booking.  Our agent was able to void the flight portion avoiding charges from the carrier, but as the hotel was inside penalty; the agent advised the customer he was able to process a refund applying the hotel penalty of one night plus taxes.  As the customer declined the resolution and requested a full refund of the hotel, our agent contacted the hotel to request a waiver for the cancelation penalty.  The hotel advised, Expedia.com had to request the waiver via e-mail.  The agent advised customer he would send an e-mail to the vendor requesting a full refund approval, and assured the customer, the booking was canceled.  The customer accepted the resolution.
From March 29, 2016, to April 19, 2016, we verified Mr. [redacted] contacted Expedia.com customer service to follow up on the case.  The case was escalated to our corporate office.  The customer was provided incorrect information by one of our agents, who denied the customer the refund.
In reviewing the customer’s account, we have confirmed there was a service error on the cancelation of Mr. [redacted]’s hotel booking.  Per the hotel terms and conditions, which were accepted by the customer at the time of the purchase, cancelations or changes made after 11:59 PM local hotel time, Wednesday, March 16, 2016 were subjected to a hotel fee equal to 1 night(s) plus taxes and fees.  Expedia has honored Mr. [redacted]’s request and processed a refund of $2,054.85USD, and will also add to customer’s account a $100.00USD travel coupon for a future hotel reservation. The refund will reflect on the customer’s original form of payment within 3-5 business days.
Expedia is committed to providing an excellent standard of service to our customers.  However, there are times when we are unable to reach all of their expectations.  We apologize that the customer service Mr. [redacted] has received did not reflect this. The feedback that Mr. [redacted] has provided to us will be helpful in looking at our customer service and gauging our customer’s satisfaction and perceptions.  For your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Misleide B[redacted]
Tier 3 Customer Service

March 24, 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 Ms. [redacted] (Revdex.com case ID [redacted]) regarding a flight reservation. Our records indicate on May 8, 2014, the customer self-booked a non-refundable roundtrip flight reservation using the Expedia.com website; travel was with U.S. Airways. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we have verified the customer contacted Expedia requesting to cancel their reservation due to Extenuating Circumstances. Each airline has its own specific set of policies and procedures as does each ticket purchased. U.S. Airways was the operating carrier and merchant of record (the entities that received the customer’s funds and the company charging the customer’s credit card). At that time the assisting representative advised the customer of the airline’s terms and conditions that were agreed to at the time of his booking and which can be found on the customer’s itinerary: • TICKET IS NON-REFUNDABLE The assisting agent requested the medical information and contacted the airline directly regarding a refund request. The airline denied a refund stating they do not have any policies for Extenuating Circumstances. Since Expedia was not the merchant of record, and there was no error on Expedia’s part, we are unable to offer a refund for the flight reservation. 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

May 23, 2016 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 their reservation.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

November 23, 2015Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 [redacted] (Revdex.com ID number [redacted]) regarding a flight reservation. We understand the customer is requesting to change her reservation. On November 20, 2015, we contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumerOur records indicate on September 28, 2015, The customer self-booked a flight reservation using Expedia.com website.  The flight is operated by JetBlue Airways and scheduled to depart on December 15, 2015, from Providence, Rhode Island to Orlando, Florida and return from Orlando, Florida to Providence, Rhode Island on December 20, 2015.We can confirm Ms. [redacted] contacted Expedia on November 9, 2015, stating that due to a site error, the incorrect departure airport city was reserved. Our customer service representative advised the customer we were unable to change the departure city without charging a penalty fee. In addition, this reservation was booked by the customer and or an authorized user of the account. We have no record of any site errors occurring on the booking date.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 JetBlue Airways was the merchant of record and the company that charged your credit card, we have to abide by their rules and regulations. Based on these fare rules, the tickets were non-refundable with a change penalty fee of $70 per passenger would be charged. Due to the flights being accepted at the time of purchase, as well as the full terms and conditions, we are unable to honor Ms. [redacted] request to change her outbound flight without charging a change penalty.Expedia strives to provide the highest level of customer service, and we regret Ms. [redacted] recent experience did not live up to that expectation.  We have encounter a high volume of disconnect calls due to agents having to utilize a second line in contacting the vendor. The customer’s feedback will be forwarded to the appropriate department for further review.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,Hayden J[redacted]Tier 3 Customer Service

June 23, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe:Expedia Case #: O-[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret tohear that Mr. [redacted] did not accept our response.Our records reflect that one June 3, 2015, we spoke to Mr. [redacted] regarding hisprice match request. At the time it had been four days since Mr. [redacted] hadbooked his vacation package. We advised that we had not received his pricematch request and that we would not be able to honor his request. Mr. [redacted]escalated to call and was advised to send his screenshot for refund considerationwith no guarantees. We finally received Mr. [redacted] screenshot along with the Revdex.com Rebuttal. Regrettably,Mr. [redacted] screenshot does not include information necessary to make anapple to apples comparison. We would need to see flight numbers and well asclass of service which is unavailable. As such, we are unable to honor therequest.We thank you for allowing us the opportunity to address the issues that werebrought to our attention. If you have any further questions or concernsregarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: I had asked for a speedy refund of the ticket amount. In your reply you have never refered to this point. You are saying that its the airlines time frame. If the airlines forgets it then also you got no responsibility. I cant fathom this point. Please try to get a refund immediately instead of pointless lengthy e mails stating procedures . Meanwhile , I will also keep in mind not to use expedia in my future travel needs and inform  my friends about my pleasant(Not so ?)experience.
Sincerely,
[redacted]

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]

August 21, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed from the airlines to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier 3 Customer Service

October 20, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department   Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us...

to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package. We understand [redacted] is seeking a refund for a hotel and flight package using the vacation waiver insurance. We researched this matter further our records show Expedia was contacted by the customer regarding a refund for the hotel and flight credit on October 4, 2017by phone. The customer was advised we never received any notification the package was cancelled prior to travel, and cancellations cannot be done via email as there is no way to pass security verification; which is required prior to any changes or modifications to reservation using Expedia. As a result all penalties would apply to the reservation as travel was July 27-30, 2017. In addition, at the time of booking, you agreed to our Terms of Use, which expressly provide as follows for the hotel: 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. In reference to the flights we contacted American Airlines they indicated the customer would have to pay a penalty of $100.00 per ticket to have the tickets reinstated, since the customer was marked as a no-show, in order to use the value of the ticket $516.40 per ticket for future travel with American Airlines with a $200.00 change fee per ticket. The customer has 180 days from travel (January 23, 2018) to contact Expedia to pay this fee or this offer will no longer be valid. 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 hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies. The vacation waiver insurance that was purchased was only validated for pre travel cancellations; regrettably it can no longer be redeemed for cancellations as travel has since passed. While we understand [redacted]’s concerns we cannot honor a refund in this matter. We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Kiki R[redacted] Corporate 3 Customer Service

Complaint: [redacted]I am rejecting this response because: The company completely disregarded the fact that the representative called the hotel without our authorization and attempted to cancel our reservation without our permission and did so under false pretense by presenting a lie and telling the hotel representative that we wanted to cancel due to medical reasons. This was done after being on hold for an over extended amount of time and then they dropped the line. I called back and got another representative who saw the notes on the account and informed me the previous representative noted we wanted to cancel and at that very time we were walking in the hotel and my spouse, Mr. [redacted] was speaking to the hotel manager and she confirmed an Expedia rep had just called and told her to cancel because of medical purposes and further informed us our credit card had already been debited for the entire stay. We then checked our bank accounts and saw the money was indeed debited. I am appalled that corporate would not review the calls because the representatives notes could have been documented falsely but the actual call cannot. I have used Expedia for booking purposes for over 10 years for business and pleasure. Since that time I have booked two other vacations for employees of our company through the website. I read the policy and prior to calling Expedia that day, I called the hotel and she advised me we still had time to change to the lesser rate and to just call Expedia because that is who we booked through. You will also find when listening to the call the representative lied and said the rate had not changed who it was clear and evident on the website. It wasn't until I said I still had the site up that she said "Oh, it has changed." We were almost in another city 4 hours away from home without a place to stay and was hung up on even though we were professional and only trying to see if there was a savings. For the distress, confusion, anxiety, and poor customer services, it is hard to believe corporate would not offer a credit or an actual resolution.Sincerely,[redacted]

#[redacted] This issue has been resolved. I am currently in the process of awaiting a refund within 7-10 business days.

October 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, 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.
The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Mr. [redacted]’s complaint. At this time we are requesting Mr. [redacted] please provide an itinerary number for his booking and the email address associated with his Expedia account. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further.
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

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: [redacted]Please see attached[redacted]Sincerely,[redacted]

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