Expedia Inc

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

Complaint: [redacted]I am rejecting this response because: I booked the hotel on the sixth of october after the 5th I never stayed at the hotel so how can you charge me on the 6th if the hotels were supposed to be cancelled on the 5th I was lied to by the expedia staff and if I could have got in contact with the hotel I never would have been charged I understand expedia is a third party but I inserted my card information on your website so expedia should have some responsibility if not then why did they have hotels on there website that could not be booked people use your site to book reservations it was a hurricane and the hotels took advantage of expedia website to get money from people trying to escape hurricane matthew I lost $92 and expedia has no care that my money was taken I work hard for the little money I get and I have a family that needed the money during the hurricaneSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Expedia had no concern about the "customer" until Revdex.com got involved.  Otherwise I would still be getting the run-around.  As a result of their unconcern to resolve the issue, I have had to pay accumulated interest charges, long hours on the phone waiting for service that I never received; given false information.  Customer service sucks.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Complaint: [redacted]I am rejecting this response because:I am disatisfied with the outcome. As an Expedia customer who complied with the terms expected of me by your Company, I have a right, as well as common courtesy, to expect Expedia to honor its commitment. That being to honor its agreement for the promotion promised to me in exchange for booking my cruise. Your response, frankly, was dishonest. It simply wasn't what transpired. But I do have one question. You state a booking made by me on April 20, in which a payment did not go through, was being held as an unpaid booking. Why was that not the case the second time? It appears Expedia picks and chooses based on what they may or may not have to pay for in terms of promotions. My bank was aware of a pending large transaction, so they released any maximum withdrawal holds on the account. The payment issue was not an issue on my end. I have spoken with my bank & they have volunteered to speak with whomever they may need to to convey that. I also spoke with [redacted] as soon as I boarded the cruise. They state that what you, Expedia, has been saying, is untrue. They gave me a free phone call to you onboard the cruise in which nothing was resolved. (The Expedia rep told me very rudely, "WE WILL DO NOTHING FOR YOU." Not once did I even receive an apology. I booked a once-in-a-lifetime cruise for my family in which the UBP was the deal maker for the trip. This was a huge blow & Expedia has treated me coldly every time I've talked to a rep). High-level management aboard [redacted] explained to me that in order to get the UBP, Expedia would have had to pay them the cost of it on my behalf. They say that is how it works when other companies/travel agencies 'copycat' [redacted] promotions. They suck up the cost of the promotion and pay it or else no one would book with the travel agents, everyone would go through [redacted] to get the promo! [redacted] said for them it has nothing to do with when they received our payment, which they said in fact they received it almost a week after May 1 due to processing, but that it has to do with Expedia simply not paying [redacted] for the UBP promotion that we booked through Expedia on April 30. They stated several times, "We never received payment from Expedia to have the UBP applied to your account." I fully expect Expedia to stand by its commitment.Sincerely,[redacted]Sincerely,[redacted]

December 6, 2017
Revdex.com
Complaint Department – Expedia
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 at the Hilton Times Square. We understand from Ms. [redacted] complaint that she booked a hotel reservation for December 9-10, 2017 and the website changed the dates to November 19-20, 2017. Ms. [redacted] is requesting a refund that the hotel charged in the amount of $231.86.
Our records indicate that on November 8, 2017, the customer or an authorized account user, self-booked a reservation on Expedia.com for one night on November 19-20, 2017 at the Hilton Times Square Hotel.
We have reviewed the online booking made on November 8, 2017 and confirmed the dates requested were November 19-20, 2017. An itinerary was sent to the customer on November 8, 2017, confirming the hotel check-in date was November 19, 2017 and the check-out date was November 20, 2017.
Our records reflect that on November 8, 2017 after completing the online hotel reservation, the customer or an authorized account user attempted to change the check-in date on the reservation online, but never completed the change.
Ms. [redacted] contacted Expedia on November 19, 2017 to change the hotel reservation. We had reached out to the Hilton Times Square and spoke to the hotel manager. The manager declined to issue a refund per their cancellation policy. The cancellation and change policy was provided and agreed to at the time of booking on Expedia.com. The policy stated the following:Cancellations or changes made after 11:59 PM local hotel time, Sunday, November 12, 2017 or no-shows are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
Based on the foregoing reasons, we cannot issue a refund for the hotel reservation. 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,
Tammie M[redacted]
Expedia Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because: never received a call or a voice mail 
Sincerely,
[redacted]

August 2, 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 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 to cancel the reservation. On July 28, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on July 22, 2017, the customer self-booked a pay later hotel reservation at the SF008 3 Bedroom Holiday Home by Senstay with a check-in date of August 4, 2017, with a check-out date of August 11, 2017, via itinerary number [redacted]. The customer is stating that they received an email from the hotel claiming that due to an issue with the customer’s original form of payment. The reservation would be canceled. The customer is stating the reservation has not been canceled.
 
Upon further researching this matter, we can confirm on July 28, 2017, the customer contacted Expedia to cancel the reservation. The customer advised that they received an email from the hotel claiming that there was an issue with the original form of payment and that the reservation would be canceled.
 
Based on the hotel policy the reservation is nonrefundable. Expedia contacted the hotel on the customer’s behalf; who authorized the cancellation. Expedia has canceled the reservation per the customer’s and hotel request.
 
Please note that SF008 3 Bedroom Holiday Home by Senstay is the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia.
 
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any policies related to refunds. We hope the customer understand that we must adhere to the policies of the hotel in this case.
 
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

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]

November 2, 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 Ms. [redacted] (Revdex.com case number [redacted]) regarding a request or use of a past flight credit.
 
Our records reflect on March 15 2016 Ms. [redacted] booked Itinerary # [redacted] for two round trip flights from Jacksonville , FL to New York, NY on Delta Airlines departing June 7, 2016 and returning June 11, 2016.
 
On May 3, 2016 Ms. [redacted] contacted Expedia by email asking the following: “Is there anyway to purchase travel insurance or cancel tickets I purchased without penalty?”. 
 
On May 4, 2016 Expedia responded by email with the following information
·         “Thank you for contacting us about purchasing a travel insurance and cancelling your reservation without penalty for your flight reservation with Delta Airlines.  Insurance must be purchased during the booking process and cannot be added after purchase, except for the car rental.  Meanwhile, we checked our records and found out that your flight reservation is no longer qualified for a courtesy cancellation wherein you will not be penalized.  In addition, the rules and restrictions that Delta Airlines has associated with your ticket indicate that no refunds are permitted, and the value of this ticket cannot be used for a future flight. If I continue, you will lose the value of this ticket.”
Ms. [redacted] has contacted Expedia several times since asking that we refund her for the unused ticket.  Expedia has explained that Delta Airlines is the merchant of record who billed the customer and as a booking intermediary; Expedia has no ability to change the airlines rules that were in effect for the tickets purchased.  The customer has been told that the tickets are a lost value as they were non-refundable and non-changeable when purchased.  Any credit for unused flights, when there is a retained credit, is held by the airlines.  In this case, the flight’s Ms. [redacted] booked did not allow for any change or cancellation so Delta has stated there is no residual credit to apply to a new booking.
Expedia regrets that we are not able to provide the refund or flight credit the customer is requesting, but we did make clear the fare rules of her flights, in our May 4, 2016 correspondence, while she still had time to use the tickets. 
 
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

September 13, 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 flight reservation. Our records indicate on September 3 2016, Mr. [redacted] self- booked a flight reservation through the Expedia.com website. Travel is with American Airlines departing October 7, 2016. We understand from the complaint, the customer is requesting assistance due to airline seating. Upon receipt of the Revdex.com submission, we have verified the customer began contacting Expedia on September 5, 2016, regarding his airline seating. The assisting representative advised the customer that each individual airline retains total control over the seat selection and/or seat assignments for all flight reservations. Expedia makes every effort to assign seats and preferences to all of our customers as we do recognize the importance of receiving preferred airline seating. Regrettably, there are times that we are unable to assign seats due to restrictions placed on the reservation by the airline. In these circumstances, seats will only be assigned upon check-in. Customers can contact the airline directly at any time as, and occasionally, the airline will assign seats in advance; however a majority of the time, the airline will advise customers that they need to wait until the day of departure. At this time the representative contacted the airline directly on behalf of the customer and was advised that the customer could request a seat assignment 24 hours before departure with no additional charges however Mr. [redacted] was not satisfied. At the time of booking the Expedia website states: • We will share your seating requests with the airlines, but we cannot guarantee your request will be honored. Be sure to confirm your seat assignment with the airline before you depart 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 airline has its own specific set of policies and procedures as does each ticket purchased. American Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card). 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

January 25, 2018
 
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 customer service issues.
 
Our records show on November 19, 2017, Ms. [redacted] self-booked an Expedia.com flight reservation via itinerary number [redacted] with a travel start date of February 9, 2018 in the amount of $2,838.81. We understand from Ms. [redacted]’s complaint, after an airline schedule change occurred, the business class she had originally booked was changed to economy. The customer also stated after contacting customer support she was advised the change of class of service was agreed upon by her daughter when the flight was changed. Ms. [redacted] is requesting evidence of the conversation where the downgrade in class was approved. 
 
Upon researching the customer’s complaint we can confirm that, on November 19, 2017, Ms. [redacted] or an authorized user of her account called to check on the airline initiated schedule change. Expedia processed to advocate on her behalf by contacting the airline. Expedia was advised by the airline that, the highest class of service they could offer when there is a schedule change was Economy. After this information was provided to the caller, she stated, “Ok, it’s fine as long as I can get home” and agreed to the change from business class to economy class
 
Furthermore, Mr. [redacted] stated, a dispute was filed with his credit card company. Any further information regarding this complaint would need to be handled either with the airline directly or via the credit card company claim procedure since no further action can be taken by this means of communication since the issue would be resolved by another department that deals with credit card disputes. At this time, due to Expedia’s customer information security policy, we are unable to provide a copy of the call or tape conversation as Ms. [redacted] is requesting.
 
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:
regardless of Expedia being a third party they should not garuntee rooms to hotels without first checking the availablilty. They should be sure that rooms are available before taking a persons money and then not being able to issue an immediate refund when they over book. That system makes no sense who wants to book on expedia and then pray and hope the hotel they booked actually has the room for that reservation. Expedias confirmation emails even stated very clearly: NO NEED TO CONFIRM. If they are third party that is saying will say we are booking your room but there is no quarentee then they can not send email confirmations telling the customers not to even worry about calling the hotel. The hotel even told me that expedia does this all the time they book rooms and take peoples money for them without actually confirming the rooms being available and then hold the customers money until they confirm with a hotel manager that the room was infact over booked and they had no availability and you still have to wait 7-10 days to get that money back. I never asked for the $25 gift card or credit. I just noticed it was on there but what does that do for me. How does that fix the fact that I was 7 hours away from home at 2am in the morning and had no where to sleep and then had to travel another 30 mins away from where I needed to be which is more gas money as well and had to pay extra money for a room in another hotel. Expedia is a joke and a fully intend on continuing my complaints and reviews about them anywhere I can. I will never allow family or friends to use them at all. A simple request to fix this injustice was to simply offer me a free stay somewhere else when I had time off. I had to leave my trip early just to go home because I couldnt afford another night due to expedia taking so long for my refund to clear. So if expedia doesnt want to compensate anything then I will continue spreading the word. Thanks for nothing Expedia! $25 dollar credit haha that doesnt even cover the gas or the stress and agony I went through trying to find a new room at 2am in the morning pregnant and 7 hours away from home! Complete nonsense this company is!
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.

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]

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

September 2, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing...

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

Complaint: 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

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]

April 24, 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 February 15, 2016, Mr. [redacted] booked an Expedia Vacation Package which included a roundtrip flight from Los Angeles, California to Cancun, Mexico and a five-night stay at the Ocean Coral & Turquesa from May 18, 2016, through May 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 Mr. [redacted]’ complaint that he canceled his package on April 15, 2016, and received a refund for the hotel but, he was issued an airline credit for the airfare. He is now requesting that Expedia refund the $285.39 that he paid for the airline ticket.
The services provided by Expedia are that of a third party intermediary, the airline; in this case Aero Mexico, 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. The customer will also see the airlines name in the transaction information of her credit card statement. As Aero Mexico was the merchant of record, they are also the party to determine the policy of their tickets. As the tickets were non-refundable, Expedia is unable to honor Mr. [redacted]’ request of a refund. Aero Mexico requires a rebooking fee of $200.00 to apply the credit towards the cost of new flights.
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.
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