Expedia Inc

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

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]

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

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]

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

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

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

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 refund request.
 
Our records reflect the customer purchased shuttle service vouchers through Expedia.com on Itinerary # [redacted]
Which were to provide round trip shuttle service for two between the Cancun Airport and his hotel Barceló Maya Colonial in Puerto Juarez, Mexico.  The vouchers do state there can be an extra charge paid directly to the driver if the hotel falls outside a designated zone.  Our research shows the customer’s hotel was located within the specified round trip zone and he should not have been charged more by the shuttle service for his return trip. 
 
Expedia regrets the information provided to the customer by the shuttle vendor, who is an independent contractor and not an Expedia company, was different than what is available on our site.  As a courtesy on July 19, 2016 Expedia has processed a refund of the shuttle fees in the amount of $84.00, back to the customer’s original form of payment.  The amount of time it takes for the funds to be available in his account depends on 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

February 7, 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 [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. The information provided in the customer’s comment was not linked to an account or itinerary. At this time we are requesting the customer please provide an itinerary number and the email address used to make the reservation. The customer may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further. Sincerely, Lisa S[redacted] Corporate Customer Service

July 4, 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,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

April 21, 2017
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on September 16, 2016, Mr. [redacted] booked an [redacted] from April 7, 2017, through April 14, 2017. We understand from Mr. [redacted]’s complaint that the day that Mr. [redacted] was scheduled to pick up his car rental, he was informed that [redacted] does not offer unlimited mileage. Mr. [redacted] states that he was not assisted by Expedia and as a result, he paid substantially more for a new booking. He feels that Expedia should cover the difference of what he paid for the new booking.
On April 21, 2017, we contacted [redacted] and were advised that unlimited mileage is offered based on the pick-up location. The pick-up location selected by Mr. [redacted] was Washington Dulles Airport and per Advantage representative that we spoke to; the booking would have qualified for unlimited miles.
On April 8, 2017, Mr. [redacted] contacted our office and we agreed to cancel the car rental. We offered a travel coupon valued at $50.00, which was accepted by Mr. [redacted]. As such we are unable to offer additional compensation for this matter.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Corporate Correspondence Team

September 23, 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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on July 8, 2016, the customer self-booked a non-refundable hotel reservation through the Expedia.com website. Accommodations were at the [redacted] from August 19, 2016, to August 21, 2016. We understand from the complaint, the customer is requesting a refund. Please note that Expedia serves as a third party intermediary for 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, and we do not set any policies. We hope the customer understands that we must adhere to the policies dictated by the hotel. 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 their itinerary: Cancellation and Change Policy: Refundable • Cancellations or changes made after 6:00 PM local hotel time, Friday, August 5, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. • Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation On August 19, 2016, the customer contacted Expedia after the hotel check-in time requesting to cancel the reservation. Although the customer was already in full penalty, the assisting representative advised the customer that she would contact the hotel directly on the customer’s behalf. As the hotel was already closed for the evening, the hotel denied any refund. However upon listening to the call recording between the customer and the Expedia agent, there may have been a misunderstanding. On September 23, 2016, Expedia processed a one-time courtesy refund in the amount of $152.21 back to the customer’s original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refunds. We apologize for any inconvenience that may have occurred due to the delay. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

Revdex.com
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

January 26, 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.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a car rental reservation.  We understand the customer is requesting a refund of fees charged by NU Car Rentals.
Our records indicate the customer self-booked a car rental reservation, itinerary number [redacted], on Expedia’s website. The car rental was for a Compact 2/4Door Car rental from NU Car Rentals in [redacted], picking up on January 7, 2016 and dropping off on January 12, 2016. The total cost of the reservation was quoted as $111.85, to be collected at the time of pick-up. We can confirm the customer contacted us on January 21, 2016, requesting a refund of $27.50.
On January 26, 2016, we contacted Ms. [redacted] via phone and advised we were able to resolve the matter. Expedia advocated on the customer's behalf to NU Car Rentals and spoke to Mr. Vincent L*, the manager who agreed to refund the customer $27.50 that was charged in error. Mr. L* stated that if the customer had any further questions or concerns he would be glad to assist if the customer contacted him directly at 760-509-6651. A refund of $27.50 will be processed back to the customer’s credit card by NU Car rentals. Mr. L* advised a refund receipt will be sent to Ms. [redacted] e-mail address on file. The time it takes for the refund to process depends on how quickly his bank processes refunds.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. As this matter has been resolved, we respectfully request the Revdex.com close this case.
Sincerely,
Britt M[redacted]
Tier 3 Customer Service

July 12, 2016
 
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 hotel deposit refund.
 
Our records reflect that on June 15, 2016 Mr. [redacted] accessed Expedia.com and self-booked “ Hotel-Collect” itinerary # [redacted] for a stay at Majestic Elegance - All Inclusive Resorts, Punta Cana, Dominican Republic, to check in on September 3, 2016 and [redacted] out September 9, 2016. The terms of the booking, as imposed by the resort were as follows:
 
Hotel Payment Timing
You will be charged deposits by the property based on the following schedule.
50 percent (after booking)
 
Cancellation and Change Policy: Refundable
Free cancellation! Deposits are fully refundable if canceled before 11:59 PM local hotel time, August 27, 2016.
Room cancellations made after 11:59 PM local hotel time, August 27, 2016, will not be refunded the deposit amount.
 
Because Mr, [redacted] chose a Hotel Collect booking type the Majestic Elegance Resort became the Merchant of Record and the party that would debit the customers’ chosen form of payment.  Upon finalizing the booking, per their stated terms, the hotel would be debiting half of the total fees, which we calculate would have been $789.00, the amount the customer is asking Expedia to refund.
 
Regrettably, as Expedia acts only as a third party booking intermediary, when the vendor is the merchant of record, we can only advocate on behalf of the customer with the vendor, as any refund would have to be processed by the resort.
 
We show the reservation was cancelled on June 17, 2016 by the customer and the hotel was notified.  Expedia’s system shows the following notifications to the hotel with regards to the customer’s booking:
 
17 JUN 2016 05:27 PM PDT
[email protected]
Confirmed
[redacted]
Cancel
16 JUN 2016 06:48 PM PDT
[email protected]
Confirmed
[redacted]
Reserve
 
On July 1, 2016 Expedia spoke with agent June at the resort who checked and advised the refund was in process and would be “ready next week”. 
 
As Expedia did not debit the customer’s credit card, and cannot process the refund, if the resort has not yet refunded the customer, we would advise Mr. [redacted] to dispute the charge with American Express.  His Itinerary was fully refundable at the time of cancellation and the resort should have returned the deposit they charged him by now.
 
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

October 14, 2016 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 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 an airline fee refund request. Our records show on May 5, 2016, Ms. [redacted] contacted Expedia to make a change to her flight reservation. We understand from Ms. [redacted]’s complaint she was first charged the correct amount for the exchange, and then a second transaction for the same amount appeared on her statement. Ms. [redacted] contacted Expedia to have this charge reversed since this was a duplicate charge. The fee was not refunded since Expedia was only able to see one transaction charged to the customer. Ms. [redacted] has now provided her statements showing all the transactions. In reviewing the customer’s statements, after her original claim was submitted, we are able to determine that the original fees were charged by the airline. The second or duplicate transaction was charged by Expedia which is the valid fee. We have proceeded to process a refund of the duplicate transaction. The total refund processed is $928.16. This has been documented on the customer’s Expedia account. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Ms. [redacted]’s desired outcome, Expedia considers this matter closed. 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, Daniel A[redacted] Tier 3 Customer Service