June 10, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to your attention Expedia, Incis disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting a refund On June 10, 2015, we contacted Ms [redacted] to acknowledge receipt of her Revdex.com complaintOur records indicate on April 16, 2015, [redacted] or an authorized user on the account self-booked a vacation package for two adults and one child on Expedia.com; travel was on May 7, 2015, with [redacted] from Phoenix, AZ to Boston, MA Hotel reservations were with [redacted] checking in on May 8, and checking out on May 10, The cost of the reservation agreed to and accepted at the time of check-out confirms the customer agreed to a total cost of $for the hotel reservation Expedia acts as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and subject to the rules and restrictions of those providers We can confirm the hotel provided the customer with a receipt that showed a lower rate That rate is called the net rate which is a rate the hotel charges Expedia for the room In order to provide the best rates to our customers, Expedia buys large blocks of rooms in advance at a reduced rate This allows us to provide customers with some of the lowest rates available to the public The hotel made an error by sharing the wrong rate with the customerAs a one-time courtesy, we have approved the refund for the difference in rate On June 10, 2015, a refund was processed in the amount of $ The time that it takes for the refund to post depends on how quickly the credit card company processes these requestsWe thank you for allowing us 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 usSincerely,Millicent F*Tier Customer Service
January 29, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for your response We have reviewed the documentation/new information [redacted] provided to further address her concerns.Expedia is responding to the consumer complaint of [redacted] (Revdex.com case number [redacted] ).We apologize for any confusionOur records indicate the itinerary includes combined one-way flights for two passengers, which completed travel from Greenville to Merida on March 7, 2018, and returned on March 15, The outbound flights for March 7, were $per ticketThe return flights for March 15, were $per ticketBoth sets of tickets were issued on AeroMexicoAlthough, each set of tickets had one leg carried by AeroMexico and one leg carried by Delta Airlines, the fares purchased were with AeroMexico, not Delta Airlines.The rebuttal from [redacted] advised that one of our agents urged her to call Delta AirlinesIt’s distressing to hear this information, and our agents shouldn’t have advised [redacted] to contact either of the airlines to complete a voluntary exchangeOnly Expedia.com is able to process a voluntary exchange of these AeroMexico tickets.Additionally, the rebuttal mentioned that [redacted] only wanted to change one leg on each of the tickets and not both legs, and that the voluntary change rules seemed unfairThe tickets as they were purchased, were not for the specific flights on each set of tickets, but rather for the specific fares, which were Greenville to Merida, and Merida to Greenville, and for the specific carrier, which was AeroMexicoIn processing a voluntary change, the new fares requested could be offered with flights and routing which were available for those fares from AeroMexico, as well as current pricing as provided from AeroMexico.At the time of purchase, the fare rules which were agreed to, for each of the four tickets, advised that changes may be made for a fee of $per ticket, plus any fare differenceOther rules apply that may restrict routing and how long the tickets are validIn this case, as [redacted] advises her request is to exchange all of the fares on all four tickets, a change fee would be incurred for each of the four tickets.Expedia.com is a third party booking site that provides flights and other travel items for sale from our vendorsWe provide the terms of the items on our website, including fare rules, so they may be reviewed prior to purchaseAfter purchase we are unable to change the policies of the vendorsAs such, Expedia.com cannot waive airline change fees, pricing, refundability or fare rulesAs Expedia.com provided the information as needed to understand what to expect should changes be requested, we will be unable to refund or reimburse any costs incurred for exchanging the tickets.Sincerely,Denise H [redacted] Corporate Customer Service
January 12, 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, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund requestWe understand Ms [redacted] is requesting that Expedia.com compensate her and her traveling companion due to airline delays that caused several issues on her recent vacationOn January 12, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on December 10, the customer accessed Expedia.com and booked a package itinerary # [redacted] with round trip flights on American Airlines from Tulsa, Oklahoma to Montego Bay, Jamacia and a stay at the Iberostar Grand Hotel in Montego Bay, Jamaica beginning December 17, and returning December 26, The customer is reporting there were mechanical issues, which caused their plane to be delayed, and also lost luggage problems Expedia.com serves as a third-party intermediary for a variety of travel providers, and while we regret to hear that American Airlines experienced delays and did not meet the customer’s expectations, we are unable to offer any refunds or compensation for this reservation Following is a link where the customer can read the full online Terms of Use for Expedia.com and we are providing the section specific to liability for damages regarding supplier errors, delays, or cancellations etcCustomers, by booking on Expedia.com, agree to accept all terms and conditions of use http://www.expedia.com/p/info-other/legal.htm Expedia, IncWebsite Terms of Use This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement")Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in courtYou should also read our Privacy Policy, which also governs your use of the WebsiteBy accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall applyIf you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents Section Regarding Expedia Liability states: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure, or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority As Ms [redacted] and Ms [redacted] agreed to Expedia’s Terms of Use, by completing a booking on our site, they released Expedia from liability for the Airline’s delays and resulting issues We also understand they contacted Expedia’s agents by phone, requesting considerations such as extending their vacation by adding nights to their resort stay and later return flights As Expedia is not responsible for the flight delays, our agents were not able to agree to the customer’s requests 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 Customer Service
July 20, 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 flight reservation We understand Mr [redacted] is requesting a refundOn July 19, 2017, we received receipt of the Revdex.com complaint Our records reflect on September 3, 2016, the customer self-booked a combinable one-way flight reservation for [redacted] and [redacted] Travel was on [redacted] Airways, departing October 4, 2016, from Boston, Massachusetts to Freeport, Bahamas with [redacted] Airlines, and returning on October 11, 2016, from Freeport, Bahamas to Boston, Massachusetts with [redacted] Airlines, via itinerary number [redacted] The customer is stating that the flight was canceled by the airline; however the customer has not received the refund for the outbound flight Please note that a combinable one-way fare ticket is a roundtrip itinerary made up of two one-way flights, each with its own fare rules related to the ticket, including cancellation and refund policiesThis information, and the fare rules associated with the outbound and return flights, was displayed to the customer at the time of booking Upon further researching this matter, we can confirm on July 2, 2017, the customer contacted Expedia advising that the flight was canceled by the airline and wanted to change the flight dates On July 20, 2017, Expedia contacted [redacted] Airways on behalf of the customer, they advised that due to the storm the airline was authorizing to waive the impose airline change fees and fare differencesThe airline advised that the customer needed to make the changes on or before November 17, [redacted] Airways advised that the tickets are a lost value Furthermore, when finalizing the reservation on Expedia.com, the customer agreed to Expedia’s Terms of UseThe Expedia’s Terms of Use explicitly state as follows: The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia CompaniesExpedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death , property damage, or other damages or expenses resulting there formExpedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages 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 [redacted] Airways and [redacted] Airlines were the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia Based on the above, Expedia is unable to honor the refund request 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 the voucher, that I called back to get, only brought the ticket back down to the original price that I should have received in the first placeThe ticket agent charged me a rate that was not even shown on your flight listingsThe amount of time being placed on hold by the ticket agent, and then by her supervisor, was unnecessaryAfter all that frustration, the line was mysteriously disconnected which left me without a way to contact that supervisor backThere was no other option, due to your policies, but to wait on hold until they came back on the lineThe voucher only brought the ticket back to the original amount I should have been charged, so this issue has not been been resolved.Sincerely, [redacted]
August 29, 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 attentionExpedia 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, in the amount of $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 providedThe 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 airlineExpedia was informed no refund can be given since the reservation was booked as non-refundableAs 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 requestsExpedia did not process any charges to Mr [redacted] since the flight reservation gets charged directly by the airlineBased 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:The account is listed under email address [redacted] The account is locked by "The Transaction Team" whoever that isPlease re investigateThis has nothing to do with a bookingI cant not book because the account is lockedThe account has over $in usable stay points now as they stallI WANT MY ACCOUNT UNLOCKED SO I MAY USE MY POINTS!!!Sincerely, [redacted]
June 13, 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 customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on May 12, 2017, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations were at the Courtyard by Marriott [redacted] from May 28, 2017, to May 29, We understand from the complaint, the customer is requesting a refundUpon 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: Non-Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedIn addition, we firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase pathWe provide our users ample time to review the full details of the itinerary before completing the purchaseExpedia was able to capture the customer’s individual step by step booking process and the customer chose the dates May 28, 2017, to May 29, Prior to entering her credit card information, the dates the customer chose were indicated at the rightExpedia does not own or operate any hotels, and we do not set any cancellation and/or refund policiesAs Expedia must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requestedWhen making a reservation on Expedia.com, the customer always has the option of speaking with one of our travel specialists who are here to assist hours a day, seven days a weekAs always, making a reservation with one of our travel specialists is no additional costWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
August 7, 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 customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a car reservationOur records indicate on July 7, 2015, the customer self-booked a package reservation which included a car with insurance using the Expedia.com websiteThe car reservation was with [redacted] from July 9, 2015, to July 23, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we verified the customer contacted Expedia on July 10, 2015, stating [redacted] would not release the car without a down-payment of 100,pesosWe apologize for any inconvenience this may have caused and would like to assure the customer that his business is important to usOn August 7, 2015, Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to their account depends on how quickly their credit card company processes refundsWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Revdex.com:Although I am stunned by the incredible lack of care towards it's customers, not contacting their passengers when their flight has been cancelled, a change that was confirmed in their system, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is all I want Expedia has the worst customer service of any company I've ever experienced They have lost my business and dozens of others that I've told of my experience due to their callous disregard for their customers and stunning mismanagement of this situation However, my refund is all I need and I plan to never do business with them again.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I wasn't given the information that states that at allI was given specific information that stated I was being compensated for my stay with comfort inn that was a room without heatPeriod Sincerely, [redacted]
June 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Please offer our apologies for any lack of service Ms [redacted] received while trying to resolve her situationIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that she feel Expedia has done soWe have accessed each of the itineraries that you provided and confirmed that each one was refunded Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
July 15, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for contacting Expedia, Incregarding 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, Incis disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case [redacted] ) regarding a hotel reservation We understand the customer is requesting a refund On July 13, 2015, we attempted to contact the customer to acknowledge receipt of her Revdex.com complaint but were unable to reach herOur records indicate on June 15, 2015, [redacted] or an authorized user in the account self-booked a hotel reservation with [redacted] by [redacted] Chicago Downtown/Magnificent Mile, for one adult, checking in on June 15, 2015, and checking out on June 16, The total cost of the booking was $ On June 17, 2015, we were contacted by the customer who advised [redacted] by [redacted] that she did not have her reservation, and as a result, requested a refund The representative that assisted the customer submitted her request for processing and provided the customer with the refund timing On June 20, 2015, the customer sent us an inquiry via email regarding the refund While it is against our policy to discuss any refunds or cancellations received by email, on June 25, 2015, we processed a refund to the original credit card account that was used at the time of the booking The refund timing of seven to ten business days appliedOn July 13, 2015, we reviewed the purchase and billing information associated with the booking and can confirm on June 25, 2015, a refund was processed in the amount of $to the original credit card used at the time of the booking We were also able to confirm the credit card used was not in Ms [redacted] ’s name We recommend the customer follwith the cardholder or the credit card company regarding the status of the refund If a refund has not been received to the original form of payment, the customer is invited to provide us with a credit card statement to confirm a refund was not received between dates of June 25, 2015, through July 10, 2015, or during the billing period We thank you for allowing us 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 usSincerely,Millicent F*Tier Customer Service
September 1, 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 online pricesWe understand Ms [redacted] is requesting that Expedia honor the prices onlineOn August 29, 2017, we received receipt of the Revdex.com complaint Expedia works from a live inventory and prices and/or availability can fluctuate The reservation is not confirmed, until it is booked or ticketed In reviewing the account, the customer does not have an active reservationExpedia is unable to honor the request for the prices online 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:Each response given addresses something new The previous response says they will not provide a refund because expedia has nothing to do with it and that I booked through someone else As you can see from the attached it clearly shows an email from EXPEDIA that clearly states THANK YOU FOR BOOKING WITH EXPEDIA This latest response from Nicole is of no concern to myself or Revdex.com because, however Expedia chooses to run their FOR PROFIT business is their prerogative They are stating over and over that they do not wish to be responsible for their negligence We cannot take this matter up with the chosen providers by expedia when the business dealings and transactions are happening at expedia Therefore, it is our obligation to deal with this matter with the company selling/providing this which is expedia HOW expedia plans to achieve this is none of our business in this Revdex.com case The responsibility and negligence is with expedia and they are choosing to ignore this.Sincerely, [redacted] ***
September 5, 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, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mr [redacted] is requesting cancellation of a non-refundable hotel itinerary Our records reflect on August 30, Mr [redacted] accessed Expedia.com and self-booked Itinerary # [redacted] for a non-refundable stay at the [redacted] Place Denver/Cherry Creek, Glendale, Colorado, to check in October 2, and checking out October 6, The customer states that Expedia “re-directed” his booking to a hotel other than the one he intended to reserve 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 purchasingWe provide their selection details on several pages for their review, including the final payment screenExpedia does not “re-direct” a customer’s choices or book them into a location they did not choose Due to the hotel’s non-refundable terms and conditions Mr [redacted] agreed to at the time of booking, we were unable to offer a refund for this itinerary without the express permission of the [redacted] Place Hotel Our records reflect this matter was resolved on August 30, when the [redacted] Hotel agreed to allow cancellation without penalty of the customer’s itinerary, and a full refund was processed back to the Mr [redacted] ’s original form of payment The 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 Corporate Customer Service
Complaint: [redacted] I am rejecting this response because Expedia received the money for the tickets and on the last interaction that last more than hours on the phone I had with Expedia Customer Service Manager Robert I asked specifically to: 1) Cancel the reservation with the airline because of the changes 2) Refund my money He did not complete anyExpedia ruined my family vacation I booked very early every year, because of the changes Clearly expedia is profiting from selling airline tickets, they had got my money, not the airline and they made changes affecting the trip and forcing me to cancel my family vacationI did my part: Book the trip and payThey (expedia) did not honor the contract by making changes with no consideration at all, and now they took my money.I want my money refunded entirely Sincerely, [redacted]
November 9, 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, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com case number [redacted] ) regarding a We understand Mr [redacted] is expressing concern about actions of a rental car company Our records reflect on October 17, the customer contacted Expedia.com to book a rental car to pick up on October 17, in Miami Florida and returning on October 18, The rental was arranged through [redacted] The customer states they believed the rental was to be picked up at the Miami airport, however we so show the Expedia Itinerary sent to the customer provides the following information from the vendor: MIAMI CUSTOMERS WILL BE PICKED UP AT THE RENTAL CAR CENTER FLOOR 4, DOOR AT THE SHUTTLE BUS AREAPLEASE ONCE AT THE PICK UP AREA CALL US AT OUR TOLL FREE [redacted] ALSO YOU CAN REACH US AT [redacted] Mr [redacted] states the vendor also tried to increase the price quoted so Mr [redacted] requested that the reservation be cancelled Expedia contacted the vendor on behalf of the customer and they advised they would cancel the itinerary but intended to charge the customer a cancellation no-show fee While Expedia cannot refund the money, as the vendor, [redacted] , was the billing party; we regret the inconvenience this matter has caused our valued customer As a courtesy, we have provided Mr***’s online Expedia account with a $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 PackageThe coupon is valid for one year from the date of issue and is immediately accessible within his Expedia accountWe hope he 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 Customer Service
April 29, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis 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 November 22, 2016, Mr [redacted] booked an Expedia Vacation Package over the phone with assistance from an Expedia representativeWe understand from Mr [redacted] ’s complaint the booking representative informed him that he would receive 18,rewards points after travelHe states that after travel, he contacted our office and was informed that he was not eligible to receive rewards for this booking because he did not enroll in the program until April 1, Mr [redacted] feels that he should receive the points because he was not told during booking to enroll into the program first We apologize if information regarding rewards and how they are earned was not properly conveyed to Mr [redacted] Points for Hotel Collect bookings post days after travelAs a courtesy we will honor the request add 18,rewards points into Mr [redacted] ’s accountPlease allow up to days after travel for points to appear in the account Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
August 16, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Better Business Bureau allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding her recent flight reservationWe understand the customer is requesting refund of the flight reservation.Our records reflect that on June 11, the customer self-booked two one-way flight reservationsThe customers departure flights were operated by Spirit Airlines and scheduled to depart from Detroit, MI to Fort Lauderdale, FL on July 24, The customers return flights were scheduled to return from Fort Lauderdale, FL to Detroit, MI on July 31, 2017.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 providersAs a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies The customer booked two one-way tickets, with Delta and Spirit Airlines as the merchant of record, and the companies that charged the customer’s credit cardWe hope you understand we have to abide by their rules and regulationsBased on the Delta fare rules the customer agreed to at the time of booking, the tickets were non-refundable and non-changeable.Per the customers confirmation email that was sent on June 11, at 10:09am:Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directlyFor convenience, you can select the airline from our online chepage Please note that Expedia may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight scheduleThese changes may not be reflected in your Expedia Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.Furthermore within the email it stated that if the customer needs help he can contact us at 1-877-261-As an effort to advocate on Mr [redacted] ’s behalf we reached out to Delta to request a refund for the reservationWe were advised that the flight was never canceled and due to that the ticket hold no value therefore no refund is able to be processed.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
June 10, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to your attention Expedia, Incis disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting a refund On June 10, 2015, we contacted Ms [redacted] to acknowledge receipt of her Revdex.com complaintOur records indicate on April 16, 2015, [redacted] or an authorized user on the account self-booked a vacation package for two adults and one child on Expedia.com; travel was on May 7, 2015, with [redacted] from Phoenix, AZ to Boston, MA Hotel reservations were with [redacted] checking in on May 8, and checking out on May 10, The cost of the reservation agreed to and accepted at the time of check-out confirms the customer agreed to a total cost of $for the hotel reservation Expedia acts as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and subject to the rules and restrictions of those providers We can confirm the hotel provided the customer with a receipt that showed a lower rate That rate is called the net rate which is a rate the hotel charges Expedia for the room In order to provide the best rates to our customers, Expedia buys large blocks of rooms in advance at a reduced rate This allows us to provide customers with some of the lowest rates available to the public The hotel made an error by sharing the wrong rate with the customerAs a one-time courtesy, we have approved the refund for the difference in rate On June 10, 2015, a refund was processed in the amount of $ The time that it takes for the refund to post depends on how quickly the credit card company processes these requestsWe thank you for allowing us 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 usSincerely,Millicent F
*Tier Customer Service
January 29, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for your response We have reviewed the documentation/new information [redacted] provided to further address her concerns.Expedia is responding to the consumer complaint of [redacted] (Revdex.com case number [redacted] ).We apologize for any confusionOur records indicate the itinerary includes combined one-way flights for two passengers, which completed travel from Greenville to Merida on March 7, 2018, and returned on March 15, The outbound flights for March 7, were $per ticketThe return flights for March 15, were $per ticketBoth sets of tickets were issued on AeroMexicoAlthough, each set of tickets had one leg carried by AeroMexico and one leg carried by Delta Airlines, the fares purchased were with AeroMexico, not Delta Airlines.The rebuttal from [redacted] advised that one of our agents urged her to call Delta AirlinesIt’s distressing to hear this information, and our agents shouldn’t have advised [redacted] to contact either of the airlines to complete a voluntary exchangeOnly Expedia.com is able to process a voluntary exchange of these AeroMexico tickets.Additionally, the rebuttal mentioned that [redacted] only wanted to change one leg on each of the tickets and not both legs, and that the voluntary change rules seemed unfairThe tickets as they were purchased, were not for the specific flights on each set of tickets, but rather for the specific fares, which were Greenville to Merida, and Merida to Greenville, and for the specific carrier, which was AeroMexicoIn processing a voluntary change, the new fares requested could be offered with flights and routing which were available for those fares from AeroMexico, as well as current pricing as provided from AeroMexico.At the time of purchase, the fare rules which were agreed to, for each of the four tickets, advised that changes may be made for a fee of $per ticket, plus any fare differenceOther rules apply that may restrict routing and how long the tickets are validIn this case, as [redacted] advises her request is to exchange all of the fares on all four tickets, a change fee would be incurred for each of the four tickets.Expedia.com is a third party booking site that provides flights and other travel items for sale from our vendorsWe provide the terms of the items on our website, including fare rules, so they may be reviewed prior to purchaseAfter purchase we are unable to change the policies of the vendorsAs such, Expedia.com cannot waive airline change fees, pricing, refundability or fare rulesAs Expedia.com provided the information as needed to understand what to expect should changes be requested, we will be unable to refund or reimburse any costs incurred for exchanging the tickets.Sincerely,Denise H [redacted] Corporate Customer Service
January 12, 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, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund requestWe understand Ms [redacted] is requesting that Expedia.com compensate her and her traveling companion due to airline delays that caused several issues on her recent vacationOn January 12, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on December 10, the customer accessed Expedia.com and booked a package itinerary # [redacted] with round trip flights on American Airlines from Tulsa, Oklahoma to Montego Bay, Jamacia and a stay at the Iberostar Grand Hotel in Montego Bay, Jamaica beginning December 17, and returning December 26, The customer is reporting there were mechanical issues, which caused their plane to be delayed, and also lost luggage problems Expedia.com serves as a third-party intermediary for a variety of travel providers, and while we regret to hear that American Airlines experienced delays and did not meet the customer’s expectations, we are unable to offer any refunds or compensation for this reservation Following is a link where the customer can read the full online Terms of Use for Expedia.com and we are providing the section specific to liability for damages regarding supplier errors, delays, or cancellations etcCustomers, by booking on Expedia.com, agree to accept all terms and conditions of use http://www.expedia.com/p/info-other/legal.htm Expedia, IncWebsite Terms of Use This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement")Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in courtYou should also read our Privacy Policy, which also governs your use of the WebsiteBy accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall applyIf you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents Section Regarding Expedia Liability states: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure, or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority As Ms [redacted] and Ms [redacted] agreed to Expedia’s Terms of Use, by completing a booking on our site, they released Expedia from liability for the Airline’s delays and resulting issues We also understand they contacted Expedia’s agents by phone, requesting considerations such as extending their vacation by adding nights to their resort stay and later return flights As Expedia is not responsible for the flight delays, our agents were not able to agree to the customer’s requests 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 Customer Service
July 20, 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 flight reservation We understand Mr [redacted] is requesting a refundOn July 19, 2017, we received receipt of the Revdex.com complaint Our records reflect on September 3, 2016, the customer self-booked a combinable one-way flight reservation for [redacted] and [redacted] Travel was on [redacted] Airways, departing October 4, 2016, from Boston, Massachusetts to Freeport, Bahamas with [redacted] Airlines, and returning on October 11, 2016, from Freeport, Bahamas to Boston, Massachusetts with [redacted] Airlines, via itinerary number [redacted] The customer is stating that the flight was canceled by the airline; however the customer has not received the refund for the outbound flight Please note that a combinable one-way fare ticket is a roundtrip itinerary made up of two one-way flights, each with its own fare rules related to the ticket, including cancellation and refund policiesThis information, and the fare rules associated with the outbound and return flights, was displayed to the customer at the time of booking Upon further researching this matter, we can confirm on July 2, 2017, the customer contacted Expedia advising that the flight was canceled by the airline and wanted to change the flight dates On July 20, 2017, Expedia contacted [redacted] Airways on behalf of the customer, they advised that due to the storm the airline was authorizing to waive the impose airline change fees and fare differencesThe airline advised that the customer needed to make the changes on or before November 17, [redacted] Airways advised that the tickets are a lost value Furthermore, when finalizing the reservation on Expedia.com, the customer agreed to Expedia’s Terms of UseThe Expedia’s Terms of Use explicitly state as follows: The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia CompaniesExpedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death , property damage, or other damages or expenses resulting there formExpedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages 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 [redacted] Airways and [redacted] Airlines were the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia Based on the above, Expedia is unable to honor the refund request 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 the voucher, that I called back to get, only brought the ticket back down to the original price that I should have received in the first placeThe ticket agent charged me a rate that was not even shown on your flight listingsThe amount of time being placed on hold by the ticket agent, and then by her supervisor, was unnecessaryAfter all that frustration, the line was mysteriously disconnected which left me without a way to contact that supervisor backThere was no other option, due to your policies, but to wait on hold until they came back on the lineThe voucher only brought the ticket back to the original amount I should have been charged, so this issue has not been been resolved.Sincerely, [redacted]
August 29, 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 attentionExpedia 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, in the amount of $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 providedThe 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 airlineExpedia was informed no refund can be given since the reservation was booked as non-refundableAs 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 requestsExpedia did not process any charges to Mr [redacted] since the flight reservation gets charged directly by the airlineBased 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:The account is listed under email address [redacted] The account is locked by "The Transaction Team" whoever that isPlease re investigateThis has nothing to do with a bookingI cant not book because the account is lockedThe account has over $in usable stay points now as they stallI WANT MY ACCOUNT UNLOCKED SO I MAY USE MY POINTS!!!Sincerely, [redacted]
June 13, 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 customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on May 12, 2017, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations were at the Courtyard by Marriott [redacted] from May 28, 2017, to May 29, We understand from the complaint, the customer is requesting a refundUpon 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: Non-Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedIn addition, we firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase pathWe provide our users ample time to review the full details of the itinerary before completing the purchaseExpedia was able to capture the customer’s individual step by step booking process and the customer chose the dates May 28, 2017, to May 29, Prior to entering her credit card information, the dates the customer chose were indicated at the rightExpedia does not own or operate any hotels, and we do not set any cancellation and/or refund policiesAs Expedia must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requestedWhen making a reservation on Expedia.com, the customer always has the option of speaking with one of our travel specialists who are here to assist hours a day, seven days a weekAs always, making a reservation with one of our travel specialists is no additional costWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
August 7, 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 customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a car reservationOur records indicate on July 7, 2015, the customer self-booked a package reservation which included a car with insurance using the Expedia.com websiteThe car reservation was with [redacted] from July 9, 2015, to July 23, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we verified the customer contacted Expedia on July 10, 2015, stating [redacted] would not release the car without a down-payment of 100,pesosWe apologize for any inconvenience this may have caused and would like to assure the customer that his business is important to usOn August 7, 2015, Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to their account depends on how quickly their credit card company processes refundsWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Revdex.com:Although I am stunned by the incredible lack of care towards it's customers, not contacting their passengers when their flight has been cancelled, a change that was confirmed in their system, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is all I want Expedia has the worst customer service of any company I've ever experienced They have lost my business and dozens of others that I've told of my experience due to their callous disregard for their customers and stunning mismanagement of this situation However, my refund is all I need and I plan to never do business with them again.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I wasn't given the information that states that at allI was given specific information that stated I was being compensated for my stay with comfort inn that was a room without heatPeriod Sincerely, [redacted]
June 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Please offer our apologies for any lack of service Ms [redacted] received while trying to resolve her situationIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that she feel Expedia has done soWe have accessed each of the itineraries that you provided and confirmed that each one was refunded Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
July 15, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for contacting Expedia, Incregarding 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, Incis disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case [redacted] ) regarding a hotel reservation We understand the customer is requesting a refund On July 13, 2015, we attempted to contact the customer to acknowledge receipt of her Revdex.com complaint but were unable to reach herOur records indicate on June 15, 2015, [redacted] or an authorized user in the account self-booked a hotel reservation with [redacted] by [redacted] Chicago Downtown/Magnificent Mile, for one adult, checking in on June 15, 2015, and checking out on June 16, The total cost of the booking was $ On June 17, 2015, we were contacted by the customer who advised [redacted] by [redacted] that she did not have her reservation, and as a result, requested a refund The representative that assisted the customer submitted her request for processing and provided the customer with the refund timing On June 20, 2015, the customer sent us an inquiry via email regarding the refund While it is against our policy to discuss any refunds or cancellations received by email, on June 25, 2015, we processed a refund to the original credit card account that was used at the time of the booking The refund timing of seven to ten business days appliedOn July 13, 2015, we reviewed the purchase and billing information associated with the booking and can confirm on June 25, 2015, a refund was processed in the amount of $to the original credit card used at the time of the booking We were also able to confirm the credit card used was not in Ms [redacted] ’s name We recommend the customer follwith the cardholder or the credit card company regarding the status of the refund If a refund has not been received to the original form of payment, the customer is invited to provide us with a credit card statement to confirm a refund was not received between dates of June 25, 2015, through July 10, 2015, or during the billing period We thank you for allowing us 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 usSincerely,Millicent F
*Tier Customer Service
September 1, 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 online pricesWe understand Ms [redacted] is requesting that Expedia honor the prices onlineOn August 29, 2017, we received receipt of the Revdex.com complaint Expedia works from a live inventory and prices and/or availability can fluctuate The reservation is not confirmed, until it is booked or ticketed In reviewing the account, the customer does not have an active reservationExpedia is unable to honor the request for the prices online 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:Each response given addresses something new The previous response says they will not provide a refund because expedia has nothing to do with it and that I booked through someone else As you can see from the attached it clearly shows an email from EXPEDIA that clearly states THANK YOU FOR BOOKING WITH EXPEDIA This latest response from Nicole is of no concern to myself or Revdex.com because, however Expedia chooses to run their FOR PROFIT business is their prerogative They are stating over and over that they do not wish to be responsible for their negligence We cannot take this matter up with the chosen providers by expedia when the business dealings and transactions are happening at expedia Therefore, it is our obligation to deal with this matter with the company selling/providing this which is expedia HOW expedia plans to achieve this is none of our business in this Revdex.com case The responsibility and negligence is with expedia and they are choosing to ignore this.Sincerely, [redacted] ***
September 5, 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, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mr [redacted] is requesting cancellation of a non-refundable hotel itinerary Our records reflect on August 30, Mr [redacted] accessed Expedia.com and self-booked Itinerary # [redacted] for a non-refundable stay at the [redacted] Place Denver/Cherry Creek, Glendale, Colorado, to check in October 2, and checking out October 6, The customer states that Expedia “re-directed” his booking to a hotel other than the one he intended to reserve 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 purchasingWe provide their selection details on several pages for their review, including the final payment screenExpedia does not “re-direct” a customer’s choices or book them into a location they did not choose Due to the hotel’s non-refundable terms and conditions Mr [redacted] agreed to at the time of booking, we were unable to offer a refund for this itinerary without the express permission of the [redacted] Place Hotel Our records reflect this matter was resolved on August 30, when the [redacted] Hotel agreed to allow cancellation without penalty of the customer’s itinerary, and a full refund was processed back to the Mr [redacted] ’s original form of payment The 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 Corporate Customer Service
Complaint: [redacted] I am rejecting this response because Expedia received the money for the tickets and on the last interaction that last more than hours on the phone I had with Expedia Customer Service Manager Robert I asked specifically to: 1) Cancel the reservation with the airline because of the changes 2) Refund my money He did not complete anyExpedia ruined my family vacation I booked very early every year, because of the changes Clearly expedia is profiting from selling airline tickets, they had got my money, not the airline and they made changes affecting the trip and forcing me to cancel my family vacationI did my part: Book the trip and payThey (expedia) did not honor the contract by making changes with no consideration at all, and now they took my money.I want my money refunded entirely Sincerely, [redacted]
November 9, 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, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com case number [redacted] ) regarding a We understand Mr [redacted] is expressing concern about actions of a rental car company Our records reflect on October 17, the customer contacted Expedia.com to book a rental car to pick up on October 17, in Miami Florida and returning on October 18, The rental was arranged through [redacted] The customer states they believed the rental was to be picked up at the Miami airport, however we so show the Expedia Itinerary sent to the customer provides the following information from the vendor: MIAMI CUSTOMERS WILL BE PICKED UP AT THE RENTAL CAR CENTER FLOOR 4, DOOR AT THE SHUTTLE BUS AREAPLEASE ONCE AT THE PICK UP AREA CALL US AT OUR TOLL FREE [redacted] ALSO YOU CAN REACH US AT [redacted] Mr [redacted] states the vendor also tried to increase the price quoted so Mr [redacted] requested that the reservation be cancelled Expedia contacted the vendor on behalf of the customer and they advised they would cancel the itinerary but intended to charge the customer a cancellation no-show fee While Expedia cannot refund the money, as the vendor, [redacted] , was the billing party; we regret the inconvenience this matter has caused our valued customer As a courtesy, we have provided Mr***’s online Expedia account with a $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 PackageThe coupon is valid for one year from the date of issue and is immediately accessible within his Expedia accountWe hope he 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 Customer Service
April 29, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis 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 November 22, 2016, Mr [redacted] booked an Expedia Vacation Package over the phone with assistance from an Expedia representativeWe understand from Mr [redacted] ’s complaint the booking representative informed him that he would receive 18,rewards points after travelHe states that after travel, he contacted our office and was informed that he was not eligible to receive rewards for this booking because he did not enroll in the program until April 1, Mr [redacted] feels that he should receive the points because he was not told during booking to enroll into the program first We apologize if information regarding rewards and how they are earned was not properly conveyed to Mr [redacted] Points for Hotel Collect bookings post days after travelAs a courtesy we will honor the request add 18,rewards points into Mr [redacted] ’s accountPlease allow up to days after travel for points to appear in the account Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
August 16, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Better Business Bureau allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding her recent flight reservationWe understand the customer is requesting refund of the flight reservation.Our records reflect that on June 11, the customer self-booked two one-way flight reservationsThe customers departure flights were operated by Spirit Airlines and scheduled to depart from Detroit, MI to Fort Lauderdale, FL on July 24, The customers return flights were scheduled to return from Fort Lauderdale, FL to Detroit, MI on July 31, 2017.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 providersAs a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies The customer booked two one-way tickets, with Delta and Spirit Airlines as the merchant of record, and the companies that charged the customer’s credit cardWe hope you understand we have to abide by their rules and regulationsBased on the Delta fare rules the customer agreed to at the time of booking, the tickets were non-refundable and non-changeable.Per the customers confirmation email that was sent on June 11, at 10:09am:Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directlyFor convenience, you can select the airline from our online chepage Please note that Expedia may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight scheduleThese changes may not be reflected in your Expedia Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.Furthermore within the email it stated that if the customer needs help he can contact us at 1-877-261-As an effort to advocate on Mr [redacted] ’s behalf we reached out to Delta to request a refund for the reservationWe were advised that the flight was never canceled and due to that the ticket hold no value therefore no refund is able to be processed.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service