Expedia Inc

Complaint: [redacted]
I am rejecting this response because: Dear Expedia, please SHARE such recording with Revdex.com and myself! It's untrue as there was no hotel and expedia supervisor advised me to book somewhere else instead of wasting more hours. Additionally as the "person" who represented that property started requesting more money from me without offering any receipts in exchange, expedia tried to contact the property to understand what was going on and was unable to. At that point the change of booking was advised and agreed upon by myself. Expedia supervisor did NOT mention any charges from that rental as it was clearly a scam to them as well!!
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: Expedia claims that a $90.00 refund was given, to the account I used in booking the trip, and even sent me a "receipt email" listing the "refund details" including the date of supposed refund 6/16/16, that it was to a visa and the cardholder name.  In reality, there has been no refund posted to my card. I even waited a full business say to reply in hopes that it would post. Expedia has claimed falsely to have actually refund any of my money.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
that is a total lie. We paid the extra $17.41 per day for 6 days for the breakfast on our stay. We were charged on that. When we book the hotel and flight,they gave us the option for the breakfast that if we will pay the extra amount per day($17.41),we can get a breakfast on our stay. They said they are not liable for that,they should be liable. It is false advertisement. Ripping us off of our hard earned money. If they will not give us the breakfast that they promised us when we book the hotel,just give  us our $104 extra that we pay. It is a scam and it must be stop. I read a lot of bad reviews and complains about expedia before we book our flight,but we took our chances. And it s our biggest regret. I want my $104 back for the breakfast that we're not going to get.
Sincerely,[redacted]

August 23, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, Mrs. [redacted] We regret to hear that the customer did not accept our response and/or resolution offered.
 
We have further researched Ms. [redacted]’s complaint (Revdex.com case number [redacted]) regarding a refund of activities.
 
We’re unclear who she spoke with on August 22, 2017 as we can find no recent case notes, however, I would like to assure her that I personally refunded her in full for the itinerary.  As the itinerary was created quite some time back, I refunded the customer directly from Expedia because  I did not want her to have to wait on any further contact and response from the vendor.  The information on the refund transaction is as foillows:
10 AUG 2017   3:39 PM  PST Merchant refunding – Expedia
Initiated by:Agent: [redacted]  Authorization Code:-Transaction ID:  [redacted]
Account Holder Name::[redacted]  Visa   XXXX-[redacted]   Expiration Date:07/2019
Billing  Phone::[redacted]
Credit  (107.10) USD  Paid
 
With this information, M Ms. [redacted] would be able to contact her credit card or bank and check on the credit to find out when it will or has posted to her account.  As we stated before, the time it takes for the credit to be available depends upon how quickly her finance company processes refunds.
 
Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attention. As this matter has been resolved, we respectfully request the Revdex.com close this case. 
 
If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
Roseanne G[redacted]
Expedia Corporate Customer Service

November 24, 2015
Revdex.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

Complaint: [redacted]
I am rejecting this response because:  I have requested that a recording of the phone calls be submitted for my review, for the second time. The information you provided in your initial response is completely false - unbelievable that your company would lie and refuse to submit proof of the conversation that actually occurred. Your referencing the fact that I moved forward with the reservation had no relevance to the issue. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: this is an unsatisfactory repsonse. Expedia has refused to work with me to get anything resolved; instead, they point me in the direction of another party and I'm forced to jump through hoops.
Sincerely,
[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 that have been brought to our attention. Expedia.com has disheartened that 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 case number [redacted]) itinerary [redacted].   I would like to apologize once more for not replying within the 48-hour response period. However, the information provided by Mr. [redacted] on May 27 regarding the price guarantee is correct. The best price guarantee unfortunately cannot be applied to "Late Pay" bookings. Furthermore, the screenshot you submitted showed that the price of €360 was for the "Deluxe Studio suite, 1 King Bed, City View" room. According to our system, however, you had booked a "Deluxe Apartment, 1 Bedroom, City View" room. This means that even if the price guarantee would be applicable to "Pay later" bookings, your request would not be accepted as the room details are different.   Furthermore, I would like to apologize to you for the fact that the [redacted] charged you in advance also with in higher amount. This does not correspond to the information on your booking confirmation. Therefore, it was decided to refund the difference amount between the amount charged by the property (€ 482.11) and the price of € 460 confirmed by Expedia (minus the corresponding tourism tax of 1.00 EUR per person / per night, which had to be paid at the hotel).   The amount of €14.11 was refunded to the visa ending in [redacted] and that was provided for this booking. Expedia reimburses the amount within 24 hours, however, reimbursements of this type may take up to 9 days, until the corresponding amount reflects on your account.   Again, we thank you for allowing us the opportunity to address this issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.    Best regards   Stefan S[redacted] Expedia Priority Customer Care

August 4, 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 May 8, 2016, Mr. [redacted] booked combined one-way flights from Charlotte, North Carolina to Boston, Massachusetts. We understand from Mr. [redacted] that the return portions of his flights were affected by an airline schedule change. Mr. [redacted] mentioned that the change affected other aspects of his travel and requested that Expedia process a $750.00 refund.
Upon review, we discovered that the return portion of Mr. [redacted]’s flights were canceled and refunded on July 26, 2016. Most airlines request up to two billing cycles for refunds to appear on customers bank statements.
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

Complaint: [redacted]I am rejecting this response because: since I have already had to travel without this issue being resolved ahead of time, I would like Expedia to pay the difference between the hotel I booked with them ([redacted]) and the new hotel I had to book ([redacted]) in addition to the cost of the rental cars necessary to travel back and forth to the downtown area.Sincerely,[redacted]

April 28, 2016
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 Ms. [redacted] (Revdex.com case number [redacted]).  We regret to hear the customer did not accept our response and/or resolution offered.
As mentioned in our previous response, the tickets booked by Ms. [redacted] were utilized in full.
We have verified that Premium Seating does not exist as an option on Expedia’s site at this time; however, different upgrade options are available. While Ms. [redacted]’s confirmation indicated the type of seats booked as “Premium Seating”, the amount she paid for her tickets, $114.45 per person, is the price offered on Expedia’s website for Poolside Seating, which is the type of seating she received.
While we regret Ms. [redacted]’s experience was not as we would have hoped, and any subsequent inconvenience caused, based on the information we have provided, Expedia is unable to honor the customer’s request for a refund. However, an Expedia Electronic Travel Coupon in the amount of $100.00 was added to Ms. [redacted]’s online Expedia account as an offer of goodwill, and will be valid until one year from its date of issue, February 11, 2016. For additional terms and conditions, kindly use the link provided below –
http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn100.asp
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Lidiya N[redacted]
Tier 3 Customer Service

June 8, 2016
 
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 [redacted]. We regret to hear Mr. [redacted] did not accept our response.
By acting as their own travel agent, it is the customer’s responsibility prior to completing the purchase, to review and verify all travel details. Mr. [redacted] booked his vacation package on April 29, 2016. On May 5, 2016, he contacted our office regarding the error. We explained that a confirmation email was sent within the same day which included the details of the itinerary for Mr. [redacted] to review. Had Expedia been contacted within 24-hours of the booking, we would have been in a position to void the tickets, issue a full refund. As we were not given that opportunity, regrettably we were unable to 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,
Marlon J[redacted]
Tier 3 Customer Service

October 12, 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 [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. The information provided in the customer’s comment was not linked to an account or itinerary. At this time we are requesting the customer please provide an itinerary number and the email address used to make the reservation. The customer may submit the information through the complaint submission on the Revdex.com website. 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, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

Revdex.com
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] (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

May 9, 2017   Revdex.com Expedia – DuPont, WA 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 refund.     Our records indicate that on April 20, 2017, Mr. [redacted] or an authorized user of his account, booked a two night stay online via Expedia.com, at the Hercor Hotel-Urban Boutique, checking in on May 2, 2017 and checking out on May 4, 2017, via itinerary [redacted].   We understand from Mr. [redacted]’s complaint that he claims that he received an email confirmation informing that he had until 11:59PM May 1, 2017 to cancel his reservation and receive a full refund. Mr. [redacted] is seeking a refund in the amount of $100.00.   Upon receipt of Mr. [redacted]’s complaint, we investigated the issues which were brought to our attention. We can confirm that on May 1, 2017, Mr. [redacted] contacted Expedia’s customer service department to get assistance with cancelling his reservation and receiving a refund. At that time, our representative advised Mr. [redacted] that he had until 11:59PM on April 30, 2017, to cancel and receive a full refund. No changes were made at that time.   After further review of Mr. [redacted]’s complaint, we contacted the hotel and confirmed that Mr. [redacted] utilized his reservation checking in on May 2, 2017, at 8:10PM and checked-out on May 4, 2017, at 10:09AM.   Based on the above, Expedia is unable to honor Mr. [redacted]’s refund request. However, as a gesture of good faith Expedia would like to offer Mr. [redacted] a $50.00 Expedia travel coupon valid for one year from the date of this response. The coupon can be used toward any Expedia standalone hotel or vacation package. Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.             Sincerely,   LaToya J[redacted] Corporate Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

June 1, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  Expedia Case [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.Our records confirm that on March 20, 2017 the customer called customer service and canceled her hotel reservation. During the call the agent successfully canceled Ms. [redacted]’s hotel reservation and processed a refund of $883.96 to the customers original form of payment. If Ms. [redacted] does not see the refund we advise that she contact her banking institution.Due to the flights being booked with Ethiopian Airlines Low Cost Carrier Expedia does not have access to the customers tickets. If Ms. [redacted] requests to change or cancel or use credit associated with the reservation we advise that she contact the airline directly. This information was also provided in the terms and conditions prior to booking the reservation.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J[redacted]Corporate Customer Service

Complaint: [redacted]I am rejecting this response because: this is absolutely false. I am insisting. . I had another flight I cancelled and put insurance,  and them when I attempted to use my flight . It was another story saying that it only covers certain things when I originally asked what it covers, they said it didn't matter the reason as long as I cancelled a mo nah or before the month of the travel date.  This is unbelievable.   I think I need to be recording my own conversations with these reps. Completely disappointed
...Sincerely,[redacted]

December 29, 2016
 
 
Revdex.com
 
 
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 December 24, 2016 we received receipt of the Revdex.com complaint.
 
Our records reflect on December 15, 2016, an agent assisted the customer book a package reservation for [redacted] and [redacted]. Travel was on American Airlines, departing December 18, 2016, from Chicago, Illinois to Miami, Florida; returning on December 21, 2016, from Miami, Florida to Chicago, Illinois. The package includes a hotel stay at the Margaritaville Hollywood Beach. The package includes a rental car with Thrifty in Miami, Florida. The customer is stating they were not advised of the additional fees for the car rental and the hotel parking.
 
We have no record the customer contacted Expedia regarding the issues with the fees during their trip.
 
Expedia is only required to provide the customer with the cancellation/change policies imposed by the vendors, unless the customer requests the specific information regarding the additional fees imposed by the vendors.
 
The customer‘s itinerary confirmation that was sent at the time of booking does disclose the information regarding the fees for the hotel parking and the rental car. Should the customer encounter any discrepancies or have additional questions, we ask that they call Expedia.
 
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. Each vendor has its own specific set of policies and procedures as does each booking purchased.
 
On December 29, 2016, Expedia contacted Thrifty on the customer’s behalf; they advised that the customer did use the car rental for the dates.
 
Expedia strives to provide the highest level of customer service. We hope the customer understand since the car rental was used and the customer was provided with the information regarding the fees.
 
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. 
 
Sincerely,
 
 
Delia K[redacted]
Tier 3 Customer Service

...May 29, 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 [redacted] (Revdex.com ID number [redacted]) regarding a package reservation. Our records indicate on January 29, 2015, the customer self-booked a package reservation using the Expedia website. Travel was with [redacted] Airlines and accommodations were at the [redacted] All Inclusive from July 24, 2015, to July 30, 20. We understand from the complaint, the customer is requesting assistance in regards to changes with her hotel. Upon receipt of the Revdex.com submission, we have verified this matter has been resolved. The customer’s new itinerary reflects the hotel changes. Expedia apologizes for the complications that the customer experienced prior to travel. We regret they had a less-than-satisfactory experience when using one of our vendors, and we hope that our relationship will not be negatively affected. 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, [redacted] Tier 3 Customer Service