Expedia Inc

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I am just curious.  When did Expedia allegedly attempt to contact me after the fact?  I get inundated with telemarketers and scam artists.  As a result, I do not answer calls from numbers that have no identifying information.  Never did I receive a follow-up phone call from Expedia or a message.  Yes the last person I spoke to that day said he wanted to compensate me for the complete CRAP I was subjected to.  At that point, I had wasted an hour with constant transfers, multiple call backs and continued PISS POOR CUSTOMER SERVICE. As I told him on an allegedly recorded line, "I am out of time"  I am still waiting for them to contact me and confirm if they fixed their screw up and fixed my account.  They have my information.  If they need my phone number, I will be happy to leave it again.  Thank you

December 1, 2015
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 vacation package reservations.  We understand the customer requesting a reimbursement for their car rental reservations.
Our records indicate on July 7, 2015, the customer booking a flight and car vacation package – itinerary [redacted] – using the self-service tool on the Expedia.com website. Travel was on United Airlines, departing July 23, 2015, from [redacted], [redacted] to [redacted], [redacted], returning July 27, 2015, for one passenger. Car rental was with [redacted] Rental Car, for pick up on July 23, 2015, and drop off July 27, 2015, for an economy size car.
Upon further research, we were able to confirm the customer received a full refund for the amount of $122.42 for the car reservations on August 6, 2015, as the vendor location had closed prior to the customer’s flight arrival time. At that time, in addition to the refund a $50.00 travel coupon was deposited into the customer’s account for future Expedia Special Rate bookings.
The customer may view and use their coupon at any time by logging into their Expedia.com account.
In order to further research the customer’s complaint, we request they submit a copy of the invoice received from the car rental company as well as a copy of the charges to the customer’s credit card via the Revdex.com submission link. We request the customer omit any person information for these documents.
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,
Nicole P.
Tier 3 Customer Service

January 9, 2018 Revdex.com Alaska, Oregon & Western Wa**ington Complaint DepartmentRE:  Expedia Case O-[redacted]Dear Revdex.com,Thank you for your response. We have reviewed the documentation/new information Ms. [redacted] provided to further address her...

concerns.We understand per the customers complaint **e never booked this reservation. When reviewing the reservation we are able to verify that this is simply a site error. The customer was never charged for this reservation and no one accessed the customer’s account without her authorization. Upon further review we can verify that this is linked to a flight reservation that was booked in November of 2016. That reservation was used and paid for. We apologize about the inconvenience and can verify that this reservation that is **owing in the customer’s account was never purchased. We can verify that the customer called our customer service today and was advised that there is was no one in her account without permission and if **e would like **e can delete her account from her end.At this time we are unable to authorize any compensation as the customer was never charged. 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]Corporate Customer Service

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]

Complaint Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for your response. We have reviewed the documentation/new information provided to further address [redacted] concerns.
 
On April 10, 2017, Expedia contacted the hotel and spoke with the hotel manager. They advised that the customer made a request for a king bed; however the hotel could not accommodate the customer. The hotel confirmed that the customer made a complaint about the room and that the issue was resolved that same day. The hotel confirmed that the customer did use the room for the dates and will not authorize the refund.
 
The customer’s itinerary confirmation does confirm that the customer self-booked a deluxe room/Ocean view and that the customer requested a king bed.
 
Furthermore, when finalizing the reservation on Expedia.com, the customer agreed to Expedia’s Term of Use. The Expedia Terms of Use explicitly state as follows:
The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia Companies. Expedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death , property damage, or other damages or expenses resulting there form. Expedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia  Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages. 
 
Since the customer did use the reservation in full and the hotel will not authorize the refund. Expedia cannot honor the request for the refund and request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Corporate 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

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

March 14, 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.
Our records reflect that on June 16, 2016, Ms. [redacted] booked a one way Spirit Airlines flight from Los Angeles, California to Chicago, Illinois scheduled for travel on June 23, 2016. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative.
We understand from Ms. [redacted]’s complaint that after cancelling the flight, she received an email from Expedia advising that she must utilize her airline credit prior to the purchase date during the following year. She also stated that a rebooking fee would also be due upon rebooking. Ms. [redacted] is requesting that Expedia refund the airfare and eliminate the rebooking fee.
We located an itinerary with a canceled flight with Spirit Airlines that Ms. [redacted] booked on June 16, 2016. The airfare was $148.10. Spirit Airlines charges a rebooking fee of $125.00. As such, Ms. [redacted] would be charged $125.00 to use her $148.10 credit. We understand that he rebooking fee is almost equal to the airfare and it would likely be cheaper to book a new flight.
Please note that Expedia serves as a third party intermediary the airline; in this case Spirit Airlines is the merchant of record (i.e. the company who charged the customer’s credit card) and as such accepted the funds for the purchase. Ms. [redacted] will also see the airlines name in the transaction information of her credit card statement. As Spirit Airlines was the merchant of record, they are also the party to set policy regarding their tickets. Please note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them. Regrettable, the rebooking fee can only be waived by the airline.
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,
Marlon J[redacted]
Corporate Correspondence Team

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 21, 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 Ms. [redacted]. We regret to hear she did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Ms. [redacted] (Revdex.com case ID [redacted]) regarding a package reservation. As stated prior, the customer self-booked a package reservation using the Expedia.com website. We firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase path. We provide our users ample time to review the full details of the itinerary before completing the purchase. On April 8, 2015, the customer contacted Expedia requesting we adjust her original package price due to her reservation no longer being a flight and [redacted] package; as she had requested to cancel the [redacted] portion of her reservation. The assisting representative advised Ms. [redacted] that prices and availability are subject to change. The call was disconnected and the Expedia agent attempted to contact the customer back, however no-one answered. Expedia is unable to offer any refund or compensation as requested. 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:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I just don't understand that several times when I asked for any proof of hahn air denied my request, expedia never reply email with proof.  As long as I provided evidence of cancelation from peruvian airline, I hope expedia can explain how they argue with hahn air, rather than always repeat words about "no show" on flight.  
Sincerely,
[redacted]

December 16, 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 hotel.  We understand Ms. [redacted] is seeking a refund for a price difference for a recent hotel booked through Expedia.   We researched this matter further and our records show a hotel reservation for Wingate By Wydnham was booked on our mobile site by Ms. [redacted] or an authorized user to their Expedia account. Please be advised prices and availability are subject to change, and rates are not guaranteed until the booking is completed and payment is received.   Under normal circumstances we do not honor price differences, however taking into account your experience and that Ms. [redacted] is a frequent user of Expedia, as a one-time courtesy we have honored your refund in the amount of $21.74 to card ending [redacted], you should expect to receive your refund within 15 business days from today’s date.   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 Customer Service

Complaint: [redacted]I am rejecting this response because:Had Expedia and [redacted] been on the same page I could accept whatever the outcome is.  But for two companies to be in business and to have such discrepancies is hard to accept.  The cancellation fee was 70 when I spoke to [redacted], Expedia claims it is 200.  The ticket is only 100.  I doubt that the company charged 100 then wanted 200 more to cancel a flight.  What would be the point?  Even now I have been waiting for Expedia to confirm my refund on the hotel and they haven't .  So there may be another issue looming.  [redacted] explained their position and so did Expedia.  However [redacted] seemed unfair but understandable.  Expedia says it is up to Jeblue and [redacted] says Expedia controls the tickets.  They have more flexibility.  [redacted] states that the type of ticket purchased by Expedia does not even show a price because it was some special type.  So they made money on it and I get it.  But I have purchased 3 times in the last year from expedia for a combined total of about 3500 or so and I thought even half of the expense in credits would have been fair.   Expedia can offer site credits and they ultimatley gave 200 on a 1146 package which is not good.  And the question becomes why bother with Expedia as a company. If I make a purchase from them as the third party then it's up to them to resolve and help.  I went to [redacted] and they told me the policy and losses I would incurr.  70 per ticket is a 70% loss.  But 200 per ticket is robbery.  So I should pay an additional 1600 to cancel so I can get what?  Maybe 800?  How about I pay nothing and just lose 800?  Makes no sense.  Like I said [redacted] at 70 per ticket sounds unfair but realistic.  Expedia 200?  Double the ticket cost?  Why even offer it?  And instead of actually helping all these reps just wanted me to do is to hand over the free money.  That's how you take care of a customer?  Never again. Sincerely,[redacted]

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

July 15, 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 [redacted]. We regret to hear that Mr. [redacted] did not accept our response.
In our initial response we offered our apology for any lack of service that Mr. [redacted] may have encountered. We also confirmed that Mr. [redacted] has received a full refund for the booking on June 25, 2015.
We are always happy to assist our valued customers when they arrive at their destination and accommodations are not to their satisfaction. We attempted to reach Mr. [redacted] via telephone to further discuss his experience, but our attempts were unsuccessful.
In our initial response, we offered an apology to Mr. [redacted] for any inconvenience that he may have encountered. We regret that our request of a refund from the [redacted] was declined. When we spoke to property management regarding Mr. [redacted] visit, we were informed that there were no complaints on file and that he left a note stating that he could find a better deal elsewhere but, did not contact them prior to his departure.
The feedback that Mr. [redacted] has provided to us will be helpful in looking at our vendor's customer service, and gauging our customers' satisfaction and perceptions. Since Mr. [redacted]’s encounter, an Expedia liaison has been made aware of the concerns that he brought to our attention. After the conclusion of their research, they will determine if the property should remain available on our website.
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 to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:This is the exact problem with this company.  They do not want to address the issue. This is why there needs to be a complaint filed for deceptive business practicesSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: After 8 months of being told that this transaction did not take place, I'm given 12 days to use a flight credit?  Of which I still have not received a confirmation number or any supporting documentation that such a credit exists.  I did contact United Airlines over the summer and attempted to find the credit - under my name, the expedia confirmation number, as well as my frequent flyer number - to no avail.  They had no knowledge of the credit.  I paid $200 for this, and was not provided the service I paid for.  Why was I never given the information needed to use this credit?  And why were my many inquiries into this ignored up until less than two weeks before the credit expires?  This feels like a bait and switch, or at the very least an unfair practice.  Who has the luxury of finding and taking a flight within 12 days?
I've spent a great deal of money with Expedia over the years.  It's very disappointing that they've resorted to a tactic like this to scheme on customers.  I trusted that I would receive the credit and have a year in which to use it.  That is what I paid for.  As of today, I still haven't received info on how to use the credit.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I pay bills for a living for a major Oil and Gas company. I know how ACH works. If this takes longer than a few days then you are full of it. If it doesn't hit my bank within 48hours I will be contacting my lawyer as I have said before.Sincerely,[redacted]

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]

June 19, 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 requested change to a hotel reservation. 
 
Our records reflect on May 17, 2016 Mr. [redacted] accessed Expedia.com to self-book itinerary # [redacted] for a travel package which included a flight and a stay at the Super 8 Hotel in Colorado Springs, Colorado to check in on June 1, and checking out June 3, 2016.  At the time of booking, the hotel imposed the following terms and conditions, which were agreed to by the customer:
 
Cancellation and Change Policy: 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.
 
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 provide selection details on several pages for their review, including the final payment screen. Expedia.com serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners.
 
While Expedia is not able to make changes to an itinerary without the express consent of management, from any vendor, our agents should have contacted the hotel to present Mr. [redacted]’s request and inquire as to whether a manger would approve and transfer the reservation to an alternate location in their chain, without a penalty charge.  This issue is a post travel complaint, and we are unable to locate any case notes regarding the issue.  While this was customer booked, and the reservation details were chosen and fully agreed to by the customer at the time of booking, as a one-time courtesy, on June 19, 2016 we have processed a refund for the second night’s hotel charge, in the amount of $58.23, back to the customer’s original form of payment.  The amount of time it takes for the credit to be available in his account depends upon how quickly his bank processes refunds. 
 
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