Expedia Inc

August 24, 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

Complaint: [redacted]
I am rejecting this response because:First, Alitalia processed the refund on 19 Dec 2016, it had already past 8 weeks. There is no refund.Second, I have used the reference number to contact the bank and they said if Alitalia had process the refund, a single reference number is not enough, they need to provide a formal invoice and refund statement for the record.Third, I booked and paid on Expedia.com and I never directly have any transaction with Alitalia, the contact is between me and Expedia.com. Expedia should take fully responsible on this case, Alitalia's problem should not be customer's problem, it should be a problem between Expedia and Alitalia.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:Please see attached. It's clearly states in my email confirmation that I would receive UNLIMITED mileage. Also on my confirmation page. You own employee thought I had unlimited mileage. It's clearly very misleading advertisement. Please tell me where it was stated elsewhere. This is clearly just unfair practices. A simple apology from you team would have been sufficient, but to defend this is just appalling. Should the disclaimer be placed where I can see it. Very very misleading.Sincerely,[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[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]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Thank you so much for following up with Expedia.com on my behalf.   It's been my personal nightmare dealing with multiple customer service representatives, on various occasions that I hope no one ever has to deal with going forward.   I hope that you continue to monitor the customer service of Expedia.com in the future so that this doesn't happen again.   I am eternally thankful to the Revdex.com for their help in my resolution.Have a fantastic weekend. All the best, [redacted]

Expedia Itinerary # [redacted]The fourth person we spoke to from Expedia was Donna in Las Vegas. She refused to acknowledge the hotel website. Said it had no info out of the ordinary.

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 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

September 21, 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

Complaint: [redacted]I am rejecting this response because: currently on expedia's website, a new car rental reservation costs me about 1300-1500$ for the same dates/location as my original reservation. Considering my countless hours spent in May with expedia's customer service, I do not trust expedia that they will refund me the difference between new reservation and 598$ (cost of existing reservation) easily.
It is incorrect when they say that the change from 9 people to 7 people reservation was reflected in itinerary and I was informed. The first time, I was informed by expedia was more than 2 months from my reservation in first week of May and that is when I spent hours on customer service, but they were extremely rude and unhelpful (even hung up the phone after hours of putting me on hold).  I understand that there are no 9 seater automatic cars, but expedia's website showed that as a option when I made a reservation, else I would have picked manual transmission. They changed my reservation from 9 people to 7 people without asking me and assuming that I would be ok with 7 seater, but I would need automatic. They should have checked with me.
Here is what I want from expedia - I want expedia to change this existing reservation to a 9 seater, so that I would only pay 600$ to the rental company (i don't want to run around to get the refund from expedia) and I am willing to take manual transmission. This is the best I can do. 
Please contact me at [redacted], if needed.
Thanks!
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Even though expedia says that the money goes directly to the hotel I would like to point out that my credit card statement shows the full amount charged to expedia.com. I just have the belief that a company is supposed to stand behind it's service and take care of it's customers.  It is clear to me that Expedia.com does not do that, and I will be sure to not do any further business with them, as well as make as many people aware as I possibly can. 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

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 was informed by the Westin Hotel Managment, Expedia's Customer Service representative and Expedia's relocation department representative on 12/31/17, the mistake was made on Expedia's behalf. I was informed by all three representatives Expedia was notified and directed to inform us PRIOR to our trip departure so they could make another arrangements with us and Expedia failed to follow through causing us the additional expenses. Expedia representative and hotel management confirmed Expedia was notified of the over booking problem on December 28, 2017. Hotel management confirmed Expedia never confirmed our registration be sending the Westin Hotel our registered names to hold the booking.  Expedia is now claiming they moved us to another hotel with no additional costs but are failing to recognize we were at Expedia's mercy to relocate us to the only available room on the island Expedia was able to locate, which came with higher resort fees, which we had to pay, no in room kitchen which cost us in a much higher food bill having to eat out. We reserved the room at the Westin particularly for the "in room kitchen" due to dietary restrictions and food allergies. I find Expedia's response and offer of only $100 credit offensive and truly a disgrace of customer service.
Sincerely,
[redacted]

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

While I appreciate Expedia's response, having spoken since my last Revdex.com response, to a very sympathetic escalation specialist with Expedia, I was again urged by her to contact the airlines AND the insurer. The Expedia specialist felt that I had a legitimate claim through the travel insurance holder (Aon) AND the airlines! She stated that Expedia doesn't really get to keep any of the profits from my ticket purchases and therefore the airlines would be my best line of defense. My response was met with silence: "I didn't book with the airlines and the travel insurance company, I booked with EXPEDIA!" This kind and sympathetic representative of EXPEDIA couldn't answer my question, "If there's no responsibility for Expedia and Expedia doesn't get to keep any profits from the Airfare purchased on its website, then why would anyone even use their (sic) 'services'?".  This company is taking zero responsibility for the inconvenience resulting in endless hours trying to determine if I'm elibigle for something, plus the misinformation provided to me - if it wasn't so inconvenient, time-wasting and downright tragic - is unconsciounable. At this point, it is no longer a point of contention about the 'rules' of changing a departure city, but instead the ongoing misinformation provided by a company who is doing business day-in and day-out without any responsibility for what representatives of Expedia are telling THEIR customers. Based on this ongoing MASSIVE confusion and increasingly appalling waste of my time and continued MISINFORMATION and with the unprofessional 'runaround' by Expedia, at the very least, I should be eligible for some consideration. While this company - Expedia - may say they serve the needs of some, it most certainly has continued to be a nightmare for me. I am due something from Expedia. Expedia must take a responsible role in the misinformation THEIR representatives are dishing out to me, the customer. Complaint: [redacted]
I am rejecting this response because:
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. Please send $250 to my e-mail at [redacted]@gmail.com with instructions on how to use it. You can also call me at [redacted] Thank youSincerely, [redacted]

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:
 
It looks like we are running in circles here. I had to cancel the trip because of a medical emergency and the agent told me I had one year to rebook the flight and my understanding was that the year starts from the departure day (Common sense!!). This case is not going to be closed until I get a refund for the flight and the hotel rooms that I did not use. Please do not send me emails to repeat what you've already said so many times. Contact me when you come up with an actual resolution to this problem. This is unacceptable customer service!! Sincerely,[redacted]

June 1, 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 1, 2016, Mr. [redacted] booked an Expedia Vacation Package which included roundtrip flights from New York, New York to Cancun, Mexico and a seven night stay at the GR Solaris Cancun & Spa from June 13, 2016, through June 20, 2016.
Regrettably, the flights were affected by an airline schedule change. We understand from Mr. [redacted]’s complaint that he contacted Expedia for assistance and was informed that he would be charged $400.00 per passenger to change his flights. Ultimately Mr. [redacted] requested to cancel the package. He also expresses dissatisfaction with the level of customer service that he received.
Please offer our apologies for any lack of service that Mr. [redacted] received while trying to resolve this situation. It is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry if he feels Expedia has done so.
On May 12, 2016, we processed a refund of $2,320.50 for the lodging portion of the package. On June 1, 2016, Expedia processed a refund of $80.00 for the transportation that was booked along with the package. Our records also confirm Expedia submitted a request to Dynamic Airways to provide waivers that will allow us to refund for the unused flights. We received approval but, they only provided two waivers for the four passengers. We contacted their office on June 1, 2016, and received instructions to submit another request via email. They agreed to provide the additional waivers needed to process the refund. Upon receipt, we will process the refund on our end and the airline will complete the process on their end.
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