Expedia Inc

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

Complaint: [redacted]I am rejecting this response because while on the phone with a representative I was able to look online for 2 consecutive days that the price was what I submitted the next day.  I then sent another snap shot of the same exact flight with the same exact price difference.  I was again told that flight was bit available but his could that be if I was looking right at it as I'm explaining to the customer service rep. ? I have proof of the snap shop the day I submitted the claim and the following days which proved that the price difference was there avail for me to purchase. I would like Expedia corp. To review my emails again and further resolve this unfair practice of showing one price online and another while in the phone with customer service representatives. Sincerely,[redacted]

August 24, 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, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a car reservation question. We understand the customer is concerned about the car category and the rental return time. On
August 17, 2015 we contacted Mr. [redacted] to acknowledge receipt of their Revdex.com complaint.
 
Our records indicate on July 28, 2015 the customer accessed Expedia.com online to self-book a package reservation which included flights and a rental car reservation for pick up at the Orlando, Florida Airport on September 11, 2015 at 3 p.m. and returning to the Orlando Airport on September 16, 2015 at 5:00 p.m. The customer had chosen a midsize car type and [redacted] Rentals as the providing company. This is reflected on his itinerary # [redacted].
 
ON August 17, 2015 Expedia spoke with [redacted] Corporate and they confirmed that the terms "Midsize and Intermediate" are interchangeable at [redacted] and both represent cars in the same class size. Expedia’s booking path uses the term Midsize and that is what the customer was provided on their itinerary.
 
As to the question of return time; the booking path does allow the customer to enter their pick up and return times. These may default on a package booking to the flight times however; the customer does have the ability to change the times before finalizing the booking. Expedia has the ability to make modifications to future bookings and in checking the cost of change to adjust the drop off time to 3:00 pm; the savings would be $0.74. The customer was not charged an extra day for the return time difference.
 
After speaking with Mr. [redacted], he stated it was his desire to upgrade the car type to a full size rental and Expedia was able to confirm this option was available for an additional $20.91. The customer approved this charge however, as a courtesy Expedia has covered the upgrade fee and has additionally changed the drop off time to 3:00 p.m. on September 16, 2015, per the customer’s request.
 
On August 18, 2015 we again contacted Mr. [redacted] to advise that the requested changes have been processed. His itinerary now reflects a full sized rental car from [redacted] Rentals, picking up at the Orlando, Florida airport on September 11, 2015 at 3:00 p.m. and returning on September 16, 2015 at 3:00 p.m. with no additional charge to the customer. Expedia regrets any inconvenience the customer experienced due to this issue.
 
On August 24, 2015, in response to the customer’s most recent message to the Revdex.com, a copy of his current itinerary, showing the full sized car has been reserved for him with [redacted] Rentals, has been emailed to him at s[redacted]@gmail.com.
 
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

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

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]

June 3, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] (Revdex.com case number [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 regarding a car rental issue and have given the matter our full consideration, we stand by our previous decision and are unable to accede to Ms. [redacted]’s request that we reserve the required car type and pay for the rental in advance of her trip.
 
Although we understand her concern, car rentals are not charged in advance by the vendor, as the amount of the itinerary is noted as providing “estimated taxes and fees”.  There can be things that alter the amount of the booking, when the customer arrives, such as additional taxes, fuel and insurance fees, etc.  The vendors do not accept payment in advance for auto bookings for this reason.  As this itinerary will ultimately be partially paid by the customer and partially by Expedia, our only option to assist the customer is to offer a refund of the additional base fee she will incur by cancelling the current itinerary and booking a larger van. 
 
In addition, it is a misconception that Expedia changed her itinerary during the booking process.  This is an automatic change that happens, as instituted by the vendor, when a customer choses an automatic transmission.  Expedia does not manually change a customer’s itinerary, as Ms. [redacted] is indicating, and only received the information as to what happened when speaking with the vendor by phone.  Regrettably the vendor would not allow Expedia to change the itinerary by phone.  They advised the only way to make the change would be for the customer to do so by cancelling the original itinerary and rebooking. 
 
We can assure the Revdex.com, and the customer, that we will honor our pledge to refund the increase in the base price, to book a vehicle that will accommodate their party of eight people, (we will not cover an increase in any add on fees not currently listed on the itinerary). 
 
This expense has been approved in advance by management and Expedia is providing this written commitment to the customer.  As soon as she returns from her travel, and provides a copy of her additional expenditure, Expedia will process a refund back to the credit card she uses to pay for the car for the increase in the base price of the rental.  She may be asked to provide that credit card number, at the time of the refund, by the agent she speaks with. 
 
We apologize to the customer for the inconvenience this situation has caused. Thank you for allowing us to address this matter further. 
 
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]
 
Tier 3 – Customer Service
Expedia, Inc.

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:
I have reviewed the information that has been sent by the Expedia customer service representative and
for the most part this information is accurate however there are some reasons why their response is not acceptable.
 
First of all, after many failed attempts at trying to board the original return flight, Kawljeet [redacted] was offered a return flight
at the time of his departure.  But, the return flight would cost him over $1000 U.S. dollars and there was no credit that would be
given due to this return flight.  He waited patiently at the airport for over 3 hours and there was no simple resolution given to him and
had to contact family members to take him back until the situation could be resolved.  
Additionally, the traveler ([redacted]) did have a U.S. Green card in possession and was not aware that he needed a visa or other type of entry requirement to travel 
as a layover (one hour for each stop) while returning to the United States.  
 
The reason that a one way ticket was booked on our own is because the Expedia customer service agent could
not provide a return flight on that same day (09/20/16) for a reasonable price and the agent herself told me that it would be much cheaper just to book 
a new flight on my own.  She also said that there would be $300 refund that may be issued due to the situation.  Even after that amount of credit, the ticket would 
still be over $1000. (US dollars).   All of this information took over an hour just to tell me that it was possible for him to return on that same day.
 
It is very disturbing for Expedia to claim that they " make 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."   The disclaimer for Passport/Visa is very unclear and 
does provide any type of field that shows what type of visa you hold and whether or not there will be one or two or three connecting flights and if more
than one connecting flight there no field to input two or more countries to determine if you in fact need a visa or other type of entry requirement into that country.
In all fairness, I am only requesting that some type of monetary resolution can me made due to the complexity of this particular situation.
 
Thank you for understanding,
 
Sincerely,[redacted]. [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

August 3, 2016
 
Revdex.com
Expedia.com – Dallas and Northeast Texas
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia.com regarding an issue from our customer.  We...

appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the customer service issues and refund request. 
 
Upon researching Ms. [redacted]’s complaint, contact information provided is linked to an account but no reservations or customer service contact details were found.
 
Please provide more information such as full itinerary number, other email address used to book the reservation, or any other case # given when you first contacted customer support 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]
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]

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

Complaint: 12464800
I am rejecting this response because:  I spoke with American Airlines and they said that the flight was none existent due to the government in the area only allowing 1 flight per day from St. Thomas.  They also said that they were not responsible for Expedia having the flight still showing on their website.  As stated in my original complaint I checked Expedia some days after I returned home only to see the same flight being offered.  A flight that was none existent.  Again the flight was not cancelled due to weather because the hurricane had past about 3 weeks earlier.  The flight never existed because the government was only allowing one flight per day from St. Thomas, the only flight being allowed was #943.  If someone would actually take the time and research this, they would find that I am right and the option to book the flight should have never been on the website.  The customer always takes the hit in these circumstances while multi-million dollar companies skate by under the shadow of nature.  I had to encore extra charges to get back home to an ailing spouse with metastatic breast cancer.  My only other option for the flight that I was scheduled on to be honored would have been to stay in St. Thomas until October 31.  I guess if I had done that then I would be fighting to be reimburse for logging's and lost wages from work.   
Sincerely,
Leneard Rabsatt

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

April 30, 2015 Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-[redacted] Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing...

us to addressthe comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from you. Expedia, Inc. isresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted])regarding a package reservation for flight, hotel, and car rental. Weunderstand Mr. [redacted] is stating the hotel portion of his itinerary wascancelled in error and he had no room reservation when he arrived for hisvacation. On April 28, 29, and 30, 2015 we contacted Customer to acknowledgereceipt of their Revdex.com complaint and request additional information. Our records indicate On3/16/15 the customer booked a package trip from Los Angeles to Hawaii flying[redacted] on April 14, 2015. with a car rental from [redacted] and ahotel stay at the [redacted] Honolulu, Hawaii, arriving onApril 14, checking out and returning to Los Angeles, CA on 4/20/15.  Itinerary [redacted]. On 3/18/15 thecustomer contacted an Expedia agent to inquire about cancelling the entiretravel package due to a family issue.   The customer’s itinerary was non-refundable;however through the process of checking each portion of the itinerary, itappears the hotel was inadvertently cancelled in error.   We spoke with theguest reservations and accounting departments at the [redacted]and their records show the guest was moved to another of their properties thefirst night of his reservation and they then re-instated his reservation andprovided him with a room at the reserved property for the rest of hisstay.  They have indicated they havebilled Expedia for his entire stay and do not show charging the customer anyout of pocket charges for his accommodations. There may have been incidental charges and/or resort fees that are notcharged to the customer when booking though Expedia, that he would have paid atcheck out.  Those are the customer’sresponsibility during any stay.   However, if thecustomer feels this information is incorrect, we will need for him to provide receiptsshowing that he had out of pocket costs for his basic room fees.  If he will provide those, Expedia will verifythem and provide a refund for anything he was charged due to the roomcancellation error, in excess of what the original room price of $$1128.90,which was part of his total itinerary cost of $3,076.14.  In addition to any refund that may be offeredto the customer, pending provision of receipts, we have added an Expedia TravelCoupon in the amount of $250.00 to his Expedia account under his email address [redacted]@gmail.com.  Expedia Travel Coupons can be redeemed towardthe future purchase of an Expedia Special Rate Hotel either as a standalonereservation or in a Vacation Package. The coupon is valid for one year from thedate of issue and is immediately accessible within your account. We hope youwill allow us the opportunity to improve upon your experience in the future. Expedia truly regretsthe service Mr. [redacted] received was less than satisfactory, while trying tocontact Expedia for assistance with this matter.  Comments such as his areread by numerous people within Expedia and help shape our policies andpractices.  It is never Expedia's intent to inconvenience our clients andit is disheartening when our clients feel we have not met the standards towhich we hold our organization and employees, as we attempt to provide the mostefficient, quality customer service available.  We would like to assureyou that your business is important to us. We thank you forallowing us the opportunity to address the issues that were brought to ourattention.  If you have any furtherquestions or concerns regarding this matter, please feel free to contact us.  Sincerely, [redacted]Tier 3 CustomerService

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]

Complaint: [redacted]I am rejecting this response because:  Expedia sent the documents to the wrong email to Alitalia and they admitted it.  My daughter and I were flying together and when I booked my daughters flight the expedia agent  told me that she didn't qualify for the travel insurance.  I asked then why I was able to purchase my travel insurance and she said I shouldn't have been able to.  So I left it as that.  They can pull the call and listen to the conversation, it was a very long and stressful just to book the flight.  When I called them about my name over a 3 month period, they kept saying not to worry to continue with my plans.  This came from several of the agents in corporate.  So this went on every single week!  They knew I was stressed and worried because I was not going to let my daughter travel alone to a foreign country.  Why did they wait 2 days before our flight to change my flight.  So now they had to cancel my daughters flight and book it with mine.  Yes they did refund my money and booked my flight but charged me $200 to change my daughters.  We lost a whole day because no flights were available around that time and ended up spending 9 hours at JFK.  So besides losing $200, we lost as whole day and had to cancel a whole day of our trip.  Plus they treat people wrong, not helping or admitting to mistakes. 
 
Then what I just found out that our friends went to Italy a week later and she realized when she got to the airport that her name did not match her passport.  She flew like us on Delta and Alitalia.  And she booked from Expedia.  Well, they changed her name at the airport for all her flights, no hassle, no extra charge. So what is wrong with this picture.  Why couldn't  expedia take care of us.  Expedia needs to not take advantage of people.  I was lied to, I was cheated and they feel they did nothing wrong.  I have all the emails and they can pull all the calls.  They just need to make it right. Sincerely,[redacted]

March 6, 2018Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package.  We understand Ms. [redacted] has a complaint regarding a recent package booked through Expedia. We researched this matter further and our records show a hotel and flight package was booked via our website on February 28, 2018, by Ms. [redacted] or an authorized user to their Expedia account, without assistance from an Expedia representative.Expedia was contacted the same day the reservation was booked and the caller indicated the return flights were not confirmed on the confirmation email. Upon checking Expedia representative was able to determine a site error was encountered, however the only alternative was to cancel and refund the entire package. The customer credit card was refunded $812.14 for the hotel portion, and the authorization hold fell off the customer’s credit card, so the customer was not charged for the flights and ultimately refunded in full.Although rare we do understand site errors can sometimes occur, we apologize for any inconvenience caused in this matter.Taking into account your experience we would like to offer a $100.00 Expedia Travel Coupon that can be redeemed toward the future purchase of a Expedia 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 your account. You will receive a separate email with the associated Terms & Conditions. We hope you will allow us the opportunity to improve upon your 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,Kiki R[redacted]Corporate Customer Service

Revdex.com:Although I fully admitted in my original complaint  that I pushed a wrong button (for a non-refundable stay) while booking my Expedia trip to Iceland, I am still very disappointed at both Expedia and [redacted] for the resolution offered.  Especially since within 24 hours of that booking the hotel was made aware of the error; and Expedia even acknowledges in their own narrative that the original reservation was cancelled - as I was told.  However, I have exhausted all reasonable remedies at this point and will accept the offer made.  Please let me know the next step to receive the 200 EUR credit refund from the hotel and how to access the $200 credit from Expedia.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 29, 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 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 Mrs. [redacted] (Revdex.com Case number [redacted]) regarding a hotel reservation. Our records indicate on June 13, 2017, the customer self-booked a hotel reservation through the Expedia.com website. Accommodations are at the [redacted] from September 18, 2017, to September 22, 2017. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of her itinerary: • 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. On June 24, 2017, the customer contacted Expedia requesting to change the reservation with-out incurring additional charges. The assisting representative contacted the hotel directly on behalf of the customer and was advised that we would need to send an email to the hotel and wait for a response. Please note that 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. We do not own or operate any hotels, nor do we set any cancellation or refund policies. In addition, 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. Expedia was able to capture the customer’s individual step-by-step booking process and prior to entering her credit card information the dates of September 18, 2017, to September 22, 2017 were indicated. When making a reservation on Expedia.com, the customers always have the option of speaking with one of our travel specialists who are here to assist 24 hours a day, seven days a week. As always, making a reservation with one of our travel specialists is no additional cost. At this time, Expedia is waiting for the response from the hotel. 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