Expedia Inc

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

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

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

Complaint: [redacted]
I am rejecting this response because:They have not offered a solution. They owe me my money.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: of the health hazard and the cost that incurred but have not been reimbursed for. (See attachment)Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Please find my proof of the itinerary #. The system would not allow me to use that # and was trying to chrage me more for the hotel rservations. Sincerely,[redacted]

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

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

November 23, 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.com is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the customer service issues. 
 
Our records show on October 7, 2016, Mr. [redacted] self-booked an Expedia.com flight, hotel, car and insurance package reservation via booking number [redacted] for the amount of $1,867.66. We understand from Mr. [redacted]’s complaint, he had previously received an itemized receipt for a different package reservation and after trying to obtain an itemized receipt for the above booking, it was denied by customer support. The customer is asking for the second itemized receipt request to be honored by Expedia.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. On November 23, 2016, an itemized receipt was sent to the customer via email. As the issue has been resolved to Mr. [redacted]’s desired outcome, 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]
Corporate Customer Service

August 28, 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 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

July 13, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
 
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
We have attached screenshots showing where in the terms and conditions of his booking Mr. [redacted] can see the quote listed in our previous response.
We do regret Mr. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused. His comments have been forwarded to the appropriate department to utilize for further improvements in our services.
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
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Revdex.com:
Since all of the conversations were recorded by Expedia, they can listen to any and all voice conversations between me and their representative and hear that I was told that JetBlue owns the rights to the flights not Azul Airlines. Me being a customer and Expedia being the lliason between the purchase it was their responsibility to notify me of any additional travel needs such as passport or TOURISTIC vsa which they did not which is offense #1, secondly if JetBlue doesn't own rights to the flights why would their employee tell me that that's is  not acceptable because now when I want to change my trip their saying I have to use Azul Airlines which does not service the NYC district of the USA. So basically I'm completely out of my money which to me is bogus. I just want my money back or them to fund me my money to a new travel destination with no further charge. Any other response isn't helpful. I have 19 days before my travel and I don't have a place to go because my money is practically in limbo. I want a Expedia credit for  all of what I paid to where ever I want, or my money back or something. Their employee lied to me and me trusting them because their suppose to be a credible source bow their saying they can't honor what he told me. So what am I to do?I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. Sincerely, [redacted]

March 3, 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 package reservation.  We understand Mr. [redacted] is requesting a refund.  On March 3, 2016 we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available.
Our records reflect on December 22, 2015, the customer self-book a package reservation for [redacted] and [redacted], using Expedia.com. Travel is on JetBlue and Azul, departing March 20, 2016, from New York to Rio de Janeiro, Brazil; returning on March 20, 2016, from Rio de Janeiro, Brazil to New York.  Hotel stay at Hotel Astoria Palace, check-in date March 21, 2016, check-out date March 25, 2016.  The customer is stating they were not aware they needed a Visa for Brazil.  In addition, the customer is also stating they were not aware that the primary airline carrier was Azul, and not JetBlue.  The customer is requesting a full refund for the flights.
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 their 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 finalizing the reservation.  This gives Expedia the opportunity to provide an appropriate resolution.
In addition, Expedia does not provide passport/visa requirements for international travel.  We provide a disclaimer on the website as well as well as the customer’s itinerary, which states as follows.
                                        ...⇄
Proof of Citizenship is required for international travel.  When children are traveling, additional documentation may also be necessary.  It is your responsibility to meet entry requirements for the countries you are traveling to and connecting through.
We can confirm on February 20, 2016, the customer contacted Expedia requesting to change the dates for the flight, our agent advised the customer there would be a change fee amount of $200.00 per person.  The customer stated that JetBlue does not charge a change fee.  The agent advised the customer that the validating carrier was Azul, not JetBlue.  The customer did not change the flight, but instead requested to cancel the hotel, which our agent canceled and processed the refund in the amount of $376.16.
At Expedia, we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us.  However, we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers.
In reviewing Mr. [redacted] account, the tickets are refundable with a $350.00 per person cancelation penalty fee. Expedia will process the cancelation, and submit the refund request to the airline in the amount of $692.38.  The refund will be issued by Azul, the timeframe will can take up to 8-weeks, which is the standard timeframe for all airlines.  
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

December 10, 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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on July 7, 2015, the customer self-booked a hotel using the Expedia.com website. Accommodations were at the [redacted] Hotel and Casino from December 4, 2015, to December 7, 2015. We understand from the complaint the customer is requesting compensation. Upon receipt of the Revdex.com submission, we verified on December 3, 2015, the customer contacted Expedia due to a phone call with the customer and the hotel directly stating she had no reservation. However, according to Expedia documentation, [redacted] Hotel and Casino confirmed the reservation as shown below: • 07 JUL 2015 06:20 PM PDT • [redacted]@mgmresorts.com • Confirmed • Reservations • Reserve We apologize for any inconvenience that may have occurred. Since there was no error on Expedia’s part, and the entire hotel stay was utilized in full, no refunds or compensation will be offered from Expedia.com regarding this matter. 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.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]

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

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

October 29, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: 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 Karena [redacted] (Revdex.com case number [redacted]) regarding a cancelled Itinerary.  We understand the customer had a difficult time cancelling a recent itinerary. On October we attempted to contact the customer to acknowledge receipt of their Revdex.com.Our records indicate on September 10, 2015 the customer accessed Expedia.com and booked a reservation for The [redacted] in Tilghman, Maryland to arrive on October 10, 2015 and checking out October 11, 2015.  The itinerary was a “Hotel Collect” reservation and the terms of the booking stated: Cancellation and Change Policy: Refundable  Cancellations or changes made after 6:00 PM local hotel time, Tuesday, October 06, 2015 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.Our records further show that the customer contacted Expedia on October 6, 2015 to cancel the reservation.  The hotel was contacted because this was the last day to cancel without penalty and Expedia needed to ensure the hotel, as they were the merchant of record in this transaction, would not bill the customer.The hotel confirmed the cancellation and agreed there would be no charge to the customer.  The customer is stating they had to call back several time to confirm their itinerary was cancelled.    Expedia regrets the service our customer received was less than satisfactory.  Comments such as hers are read by numerous people within Expedia and help shape our policies and practices.  It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available.  We would like to assure Ms. [redacted] that her business is important to us.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]

Hello Revdex.com,I am pleased to provide assistance with case [redacted].  Below are the findings and resolution to the case:Customer Complaint:Mr. [redacted] has disputed his hotel booking under itinerary [redacted]/[redacted]. Specifically, the customer advises he did not realize he was doing business...

with Expedia, he did not realize he was paying for the booking at the time it was being made and that he should be entitled to a refund because he did not authorize the charge to his credit card. Mr. [redacted] also states he was treated unprofessionally by the telephone support agent he spoke with when calling to cancel his booking.The customer is requesting a full refund of $212.10.Findings:The Expedia Affiliate Network is a supplier of hotel rooms to various resellers, including Reservations.com, the site Mr. [redacted] used to book his reservation. Our records indicate the booking was placed on 30 OCT 2016 at 11:36 PM PST.  Our booking system shows that Mr. [redacted] booked the reservation for Super 8 Tempe/ASU/Airport online through the Reservations.com website. The booking was made for three nights with check in on 8 NOV 16 under the following terms and conditions, as established by the hotel: 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.Eleven minutes after confirming, Reservations.com transmitted a cancellation request for the booking to Expedia. The cancellation was processed and confirmation was sent to the same email address as the booking confirmation.Expedia also provides after the sale customer support for Reservations.com. On 31 OCT 16, Mr. [redacted] called our customer support center to ask for a refund for the booking. We listened to the recording of Mr. [redacted]'s interaction with the call center agent. We found the agent was courteous, polite and professional. The agent advised the customer a refund was not possible because the hotel's cancellation policy prohibited refunds for cancellations.Upon Mr. [redacted]'s demand, he was transferred to a supervisor who reiterated the Super 8 Tempe/ASU/Airport's cancellation policy and advised the customer that a refund would not be possible.We reviewed the Reservations.com website and found that on the page where the customer would have input his personal details and payment information, the terms and conditions of the purchase are available for customer review.  We also verified that on that same page the following statement appears, “Full payment will be charged to your credit card when you book this hotel." A telephone number is also provided in the event a customer has questions or concerns prior to completing the transaction.Resolution:The Expedia Affiliate Network is a supplier of hotel rooms. The individual hotels Expedia partners with define their own terms and conditions which Expedia is contractually compelled to honor. Mr. [redacted] accepted the Super 8 Tempe/ASU/Airport's cancellation policy as well as the other terms and conditions of the booking when he completed the online transaction. Regrettably, in accordance with hotel's cancellation policy, we are unable to accommodate the guest’s request for a refund of their booking.Thank you for bringing Mr. [redacted]'s complaints to our attention and allowing us a chance to respond.Sincerely,Robert S.Customer Relations SpecialistExpedia Affiliate Network

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.

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