Expedia Inc

March 1, 2017
 
 
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 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 car rental reservation.  We understand Mr. [redacted] is requesting a refund. On February 23, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on February 1, 2017, the customer self-booked a car rental reservation with Alamo in Puerto Vallarta, Mexico pick-up date February 4, 2017, drop-off date February 6, 2017, via itinerary number [redacted]. The customer is stating they thought that the liability was included in the total cost for the reservation. The customer is stating Alamo charged the customer for the insurance.
 
Upon further researching this matter, we can confirm on February 6, 2017, the customer contacted Expedia regarding the issue.
 
Expedia was able to review the customer’s booking session that was made on February 1, 2017. During the booking path on our website, it was disclosed that the vendor may charge the customer for the lability insurance, which may be required in certain locations. The rules and restrictions were provided to the customer before and after the booking was completed. The emailed confirmation that was sent did also provided the customer with the information for the requirements for the vendor’s requirements for the insurance.
 
 
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies.
 
Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation. This gives Expedia the opportunity to provide an appropriate resolution.
 
We hope the customer understands 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]
Corporate Customer Service

August 6, 2015 Revdex.comE.com – Alaska, 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 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 complaint #1[redacted]) regarding the Expedia Best Price Guarantee refund request.   Our records show on July 14, 2015, Mr. [redacted], self-booked an Expedia.com air reservation in the amount of $337.74 via booking number [redacted]10[redacted], for travel date on August 7, 2015. We understand from Mr. [redacted]’s complaint, he found a lower price on a competitor’s website and proceeded to file a claim for the Expedia Best Price guarantee. The customer stated after several email correspondence between him and our customer support department he was advised he did not qualify for the Best price guarantee as he had originally thought. We can confirm email correspondence was sent to Mr. [redacted] advising the terms and conditions of the Expedia Best Price guarantee. Mr. [redacted] was also provided a link where this information is also provided on the Expedia.com site. Upon further researching Mr. [redacted]’s complaint, our representative viewed the actual booking process with the information provided by the customer. We can confirm the booking competitor’s website did not specify the exact details of the itinerary booked through Expedia.com until after a reservation is booked. We can also confirmed on July 17, 2015, as a courtesy, Mr. [redacted]’s was given a $50 Travel coupon which was redeemed to book a hotel reservation on July 18, 2015 and was advised based on the Best Price Guarantee terms and conditions, claim did not qualify for the price match refund. 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 the customer to review. The Expedia Best Price guarantee terms and conditions stated on the website are as follow. -       The Best Price Guarantee is available only for exact itinerary matches. For example, the specific airline and cabin class (First, Business, Premium Economy or Coach/Economy), applicable refund policy, and the exact same dates and times of travel as booked through Expedia.com.-       For any stand-alone product booking (for example an airline ticket), the comparison must be to the same product purchased stand-alone through another website.-       The Best Price Guarantee is not available for bookings on websites where the carrier, itinerary or similar booking details are unknown until after the purchase.  Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As the flight reservation self-booked by Mr. [redacted] did not qualify for the best price guarantee, we are unable to honor the customer’s request to provide a 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, [redacted]Tier 3 Customer Service

April 23,2015 BetterBusiness Bureau Alaska,Oregon & Western Washington ComplaintDepartment RE: Expedia Case O-[redacted] DearRevdex.com,  Thank you fortaking the time to contact Expedia regarding an issue from our customer. We appreciatethe Revdex.com...

allowing us time to address the comments andconcerns which have been brought to our attention. Expedia, is disheartened thecustomer felt their concerns were not resolved adequately by our company priorto seeking further actions from you. Expedia is responding to the consumercomplaint from Mr. [redacted]Revdex.com case number [redacted]) regarding a hotelreservation.  Our records indicateon April 11, 2015, the customer self-booked a hotel reservation using theExpedia.com website. We understand from the complaint, Mr. [redacted] is requesting we adjust the Expedia Reward Pointsin his account. Upon receiptof the Revdex.com submission, we have verified the customer self-booked hisreservation and it appears no points were utilized.  Account holders can redeem availableExpedia+ rewards points for Expedia coupons.We ask Mr. [redacted] to please access the link below for additional informationregarding his Expedia+ reward points:https://www.expedia.com/loyaltyrewards/pages/info-rewards/expediarewards/...⇄ redemptions We apologizefor any inconvenience that may have occurred and if the customer may have anyfurther questions, he can contact our Customer Service Department at [redacted]Our agents are available 24 hours a day, seven days a week.   We thankyou for allowing us the opportunity to address the issues, brought to ourattention. If you have any further questions or concerns regarding this matter,please feel free to contact us.                                      �...⇄ Sincerely,  [redacted]Tier3 Customer Service

October 27, 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 hotel reservation.  We understand [redacted] is requesting a refund. On October 26, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect October 4, 2016; the customer self-booked a hotel reservation at The [redacted] check-in date October 7, 2016, check-out date October 10, 2016. Itinerary Number: [redacted]. The customer is stating they had to cancel the reservation due to Hurricane Matthew; however the customer was not refunded.
 
Upon further researching this matter, we can confirm on October 13, 2016, the customer contacted Expedia to cancel the hotel reservation due to Hurricane Matthew. Expedia advised the customer the reservation was nonrefundable.
 
Expedia contacted the hotel on the customer’s behalf; they would not authorize the refund.
 
On October 21, 2016, Expedia contacted the hotel; they authorize the refund for one night only. Expedia processed the refund in the amount of $300.00.
 
Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors.  Each vendor has its own specific set of policies and procedures as does each booking purchased.
 
We hope the customer understands Expedia cannot honor any further refund request.
 
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

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 see attached response.Sincerely, [redacted]
Good afternoon, I am writing to inform you that I have received an...

email regarding the refund requested in  complaint #[redacted] from [redacted]. [redacted] was not the company I complained about, I complained about Expedia because they were the ones who told me they would refund me and provided the poor customer service. I don't know what prompted this refund from [redacted] because last I checked their refund status webpage regarding this issue it said it request declined. However, the email from [redacted] states that I should receive my refund of $211.60 in 1-2 billing cycles. I wanted to update you that I no longer need a refund from Expedia. Though I do hope that my formal Revdex.com complaint is effective in shedding light on the poor customer service regarding this companies refund procedures and customer correspondence regarding refunds. Thank you for all of your assistance in this matter.

June 16, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding their reservation.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

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 29, 2017
 
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.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 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 complaint #[redacted]) regarding the delivery issues. 
 
Our records show on August 2, 2017, Mr. [redacted] self-booked an Expedia.com flight and hotel package reservation via booking number [redacted], with a travel date commencing on August 23, 2017 in the amount of $703.75. We understand from Mr. [redacted]’s complaint, the flight reservation airports were booked incorrectly and after contacting customer support for change assistance no proper resolution was provided. The customer is requesting compensation due to a possible website error.
 
Upon researching the customer’s complaint, we can confirm via the actual path taken by Mr. [redacted] at the time of booking that several pages were provided notating the airport names for each travel date before payment was made.
 
Further research shows, on August 20, 2017, when Mr. [redacted] brought this matter to our attention, Expedia proceeded to advocate on the customer’s behalf by contacted the airline. Expedia was informed no refund can be given since the reservation was booked as non-refundable. As a one-time courtesy, since no website booking error was found, Expedia offered Mr. [redacted] to cover half of the amount for a new return flight but the customer declined.
 
Expedia.com acts only as a third party intermediary airlines, hotels, and cruises and must abide by the terms and conditions set by that particular vendor with regards to any changes, cancelations, and or refund requests. Expedia did not process any charges to Mr. [redacted] since the flight reservation gets charged directly by the airline. Based on the information provided above, we are unable to honor Mr. [redacted]’s compensation request.
 
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

July 28, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding pricing on vacation package reservations. We understand the customer is requesting Expedia to honor a previously quoted price seen on the Expedia.com website.
Upon further research, we were able to confirm the itinerary [redacted] the customer provided in the Revdex.com complaint was is not a booked or confirmed vacation package.
The Expedia website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can change. The change can occur at any time during the booking process; however, Expedia makes every effort to update the pricing of our published inventory as often as possible. We sincerely apologize for any inconvenience this has caused to your travel plans.
 
Regarding the differences in price, we utilize a real-time airline reservations database that contains current ticket prices and availability. The database is updated regularly as fares change and seats are sold. Please be advised that airlines routinely change their prices. In addition, they limit the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer available. Consequently, it is possible that a specific fare that is available when you begin planning your trip will no longer be available when you try to confirm the seats. Airfares are subject to change until you have purchased your tickets and your reservation is confirmed.
 
Expedia strives to offer the most competitive prices to our customers with largest base of inventory available online. Expedia is visited by millions of customers each day, who view and purchase our inventory thus making flight and hotel pricing as well as availability change consistently. The Expedia website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can change. The change can occur at any time during the booking process; however, Expedia makes every effort to update the pricing of our published inventory as often as possible.
 
We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs.
 
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[redacted]
Tier 3 Customer Service

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

Complaint: [redacted]I am rejecting this response because: Complaint: [redacted]I am rejecting this response because:It is correct that I called on 3/18/2015 to cancel my reservation due to family issues. When Expedia told me there was nothing they could do about it and that the trip cannot be canceled and non refundable we ended the conversation there, not to mention the phone representative's English was subpar and he was unable to understand my question when I was asking him which part of the trip was non refundable. When I asked to be transferred to someone who can understand my questions he hung up on me and from my perspective he canceled my hotel reservation intentionally and gave me no notice that the hotel was canceled. At that point since the matter was unresolved and I was hung up on and I did not feel like waiting about 40 minutes on hold to get ahold of someone I left it at that and carried on thinking that the reservation was untouched because I was told there was no way to cancel the trip. Yes, the matter was resolved after almost 24 hours of calling Expedia and they were finally able to reinstate the vacation which is what they should have done with the first call but they told us it was not an option. My biggest issue here is that the customer service was so bad that my family had to waste an entire vacation day to fix the problem. Its very hard to get vacation time in america, and the 6 precious days that my family was able to make free was taken away by one day due to Expedia's extreme lack of care. Its interesting that Expedias sales department has almost no wait time when you want to book with them over the phone. I can get to a person almost instantaneously. But when you call customer service you have to wait over 40 minutes just to get someone on the phone and in many cases we had to be transferred which took even longer. In the end it took an hour or more to actually communicate our problem. This is unacceptable for a paying customer. Expedia has ample resources for people to take calls when it is to make a sale, but after the sale they provide cut rate, low resource, out sourced time wasting customer service. And because of this my family was on the phone from 3:00pm when they arrived at the hotel to 8:00pm that day without getting a simple solution of reinstating a hotel reservation that was already paid for. The next day was the same thing were both my wife and I were calling and getting disconnected after waiting 40 minutes the second we got transferred. We called from multiple phone lines, land lines and cell phone lines and internet phones and we had the same problem. In one of the many attempts I finally got to a supervisor and she had a very terrible attitude because the [redacted] had put her on hold. At one point I even asked her if she was OK because she sounded angry because I asked her to reinstate my reservation. She told me many times that she would rather refund the amount and I told her it would cost me more to rebook the day of and a refund would cost me more money which was not acceptable. She ended up hanging up on me too so she could avoid the problem. I hope Expedia can understand how infuriating a 40 to one hour hold time can be while siting in a hotel lobby on your vacation. In total with my and my wife and my father in law being on the phone waiting to connect for someone to hear our problem we must have waited a total of 6 to 7 hours of holding time. infact here is a break down from my call records 04/15/2015 11:10AM800.319.4834 Toll Free  DT9 99minutes04/15/2015 08:31AM800.319.4834 Toll Free  DT4 46minutes04/14/2015 08:30PM800.319.4834 Toll Free  DT   34 minutes04/14/2015 06:46PM800.319.4834 Toll Free  DT   99 minutes04/15/2015 08:21AM800.319.4834 Toll Free  DT   59 minutes04/15/2015 07:34AM404.728.8787 ATLANTA DT   25 minutes04/15/2015 08:05AM404.728.8787 ATLANTA DT   16 minutes04/14/2015 03:47PM404.728.8787 ATLANTA DT   18 minutes04/14/2015 03:32PM404.728.8787 ATLANTA DT   12 minutesThis is just a record from our cell phones not including land lines and internet phones we tried to resolve the situation withOver 7 hours! on the phone in two days! How is this reasonable? Is this how you treat a paying customer? That after paying in full for a booked reservation we have to waste more the 7 hours on the phone to get our vacation going sitting in the lobby with our bags? Please note the times as well. from 3:30 pm on the 14th of march to 11:10 am on the 15th of march. Almost a full 24 hours. Do you know how much stress and agitation this can cause a person who is supposed to be on a vacation? This is deplorable at best and I still have a bad taste in my mouth because of it. You took an entrie vacation day from me Expedia and cause me a lot of stress for me and my family. My wife had her father with a very bad heart condition and a two year old please tell me how easy it would be to manage that and being on hold at the same time after paying thousands of dollars for a vacation. If you think that reinstating the hotel room after 24 hours resolved the problem you are wrong. Check in time at the hotel was 3:00pm and check out was 11:00am that was the entire time we had to be on the phone to fix the problem.If it was up to me Expedia should refund me for the day it ruined, for the hotel reservation and the car rental. They should also make up for that day with a paid night stay at a hotel of my choosing with no blackout or restrictions.  Sincerely,[redacted]Sincerely,[redacted]

December 15, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: O-[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 refund request.We understand Mr. [redacted] is inquiring about the travel insurance policies offered by Berkley/AON Affinity, one of our travel service partners. On December 15, 2015 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.Our records indicate Mr. [redacted] accessed Expedia.com on September 7, 2015 to purchase flights for [redacted] and [redacted], who he states are Italian citizens.  Mr. [redacted] also purchased travel protection insurance at a cost of $70.00.  The customer is concerned that he was not aware of the insurance vendor’s stipulation that they only provide coverage for U.S. and Canadian residents.  This information is available in the FAQ area of Expedia’s website, as the customer had noted, however he apparently didn’t review this information before purchasing the policy. Mr. [redacted] is posing several questions and requests, in relation to this matter; first, Expedia regrets the service he received was less than satisfactory, when speaking with our customer service agents.  Comments such as his are read by numerous people within Expedia and help shape our policies and practices.  It is never Expedia's intent to inconvenience our customers 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.  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.  As Mr. [redacted] notes, the terms and conditions our vendor partner has set are in the FAQ area, available to all customers.  When a customer self-books, acting as their own travel agent, they are responsible for researching all pertinent information about the products they are securing.  Expedia.com serves as a third party intermediary for travel providers such as hotels, car rental agencies, airlines; and service companies such as Berkley Insurance.  As such, we must abide by and enforce the terms and conditions set forth by our partners, but we do not set their policy. With regard to offering travel insurance, and limiting who can purchase it, there are many times when among the travelers on one itinerary, there will be some who are eligible to purchase the insurance and others that aren’t. It is the responsibility of the booking party to familiarize themselves with the terms of the Insurance (and any other) vendor.  As Expedia does not administer nor outline the coverage of the insurance policy, we cannot dictate the definitions of a covered service or eligible traveler.  Aon Affinity Berkley Travel is our administrator for assistance and can be reached by calling 1-877-718-4651. In an effort to validate Mr. [redacted] concerns, we will escalate this information to a review team for consideration of how we might make this issue more easily understood by our customers.  We thank him for bringing the issue to our attention. With regards to his individual itinerary, we have spoken with Berkley/Aon today and they have confirmed that they would not honor the policy purchased for this itinerary if the passengers are not U.S. residents.  We have notified Berkley we would be cancelling the policy and refunding the customer.  On December 15, 2015 Expedia processed a refund in the amount of $70.00 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 on how quickly his bank processes refunds.  Expedia truly regrets any concern this matter has caused our customer. As a courtesy, we have also provided the customer’s online Expedia account with a $50.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue, and is immediately accessible within his account. We hope Mr. [redacted] will allow us the opportunity to improve upon his experience in the future.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

December 1, 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 Mr. [redacted]. We regret to hear that he did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com Case number [redacted]) regarding a hotel collect reservation. As stated on the customer’s Revdex.com rebuttal, regarding the use of his travel coupon, it states: • Once you complete your booking, your coupon will show on the Coupons page under Redeemed and expired coupons. • Coupons cannot be redeemed for Pay Later hotel bookings. • Review the coupon's complete rules and restrictions to see if the coupon is valid for your travel selection. During the booking process, the customer had the option as stated below, which he chose: • Free Cancellation until Wed, Dec 14   Reserve now, pay later   No Expedia booking or credit card fees The following similar screen was shown:
      (see attached)
The customer chose the Pay Later option.
Again, Expedia apologizes for any inconvenience that may have occurred. 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

My email address is the same as listed above.I have not received any communications from the Revdex.com after my original complaint was made, so I never received communications from expedia regarding this problem. Because I was not informed of response and request, the Revdex.com closed this matter. I would like it re-opened as soon as possible and I would like this email inserted into Revdex.com complaint system in Lieu of a response as I never had the opportunity to do so in the handling of this matter. Please confirm receipt and re-open.My email is below.[redacted]

Complaint: [redacted]I am rejecting this response because: There was a reservation through [redacted] made under my name for June 12, 2015 which I used. The other reservation made through Expedia was not used, because it was for a higher price. Several days prior to the stay, I was unable to cancel the reservation through Expedia, because the physical agent transferred me to an automated system which did not recognize my email: [redacted]@yahoo.com. I also tried cancelling through Expedia online, but my e-mail was also not recognized and no reservation was found.Expedia needs to contact [redacted] again and find the folio #[redacted] for the reservation made through Expedia.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: As a consumer I feel I've a right to know what I'm paying for. My husband asked what we paid for trip insurance, how much was the room etc and I honestly couldn't tell him because I didn't know that information wouldn't be provided in my itinerary/receipt. There was no indication when I booked the trip as a pkg that I wouldn't have access to my charges.  Imagine a cell phone or utility bill with no explanation of charges. I honesty don't understand how this practice is legal. I think Expedia needs to make it crystal clear a consumer has no rights to their booked charge information when choosing a package deal. 
Sincerely,
[redacted]

January 31, 2017
 
Revdex.com
Expedia.com – Dallas and Northeast Texas
Complaint Department
 
Re: Expedia Case #: O-[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.com is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding advertising issues.
 
Upon researching the customer’s complaint, we were unable to find a hotel itinerary related to the information stated in the complaint provided by Mr. [redacted]. Please provide the full itinerary number and or other email address used to book the reservation for further research.
 
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

January 6, 2017 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]. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted]) regarding a car reservation. Our records indicate on November 20, 2016, the customer self-booked a car reservation through the Expedia.com website. We understand from the complaint, the customer is requesting a refund for additional charges incurred. Upon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer was advised on the Expedia website: • Your rental may have mandatory, local insurance requirements that result in additional charges at the time of rental .In addition it states: • By selecting to complete this booking I acknowledge that I have read and accept the Rules & Restrictions Opens in a new window., Terms of Use Opens in a new window. and Privacy Policy Opens in a new window.. Due to the customer agreeing to the terms and conditions at the time of booking, Expedia is unable to provide the refund 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] Corporate Customer Service

September 27, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us...

time to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. At this time we are requesting the customer please submit an itinerary number, booking ID number or conformation number in association with his reservation. This information may be found on his hotel receipt or on his credit card statement. 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

June 19, 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 Mr. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Upon receipt of the Revdex.com submission, we have verified this matter has been resolved. On June 3, 2015, the customer booked a hotel reservation utilizing the $100 Travel coupon. We apologize for any inconvenience that may have occurred. If Mr. [redacted] issue has still not been resolved, please feel free to contact us and we will assist in resolving 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, [redacted] Tier 3 Customer Service