May 5, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O- [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 his 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 flight refund We understand Mr [redacted] is requesting Expedia to submit a request to the airline to process a tax-only refund On April 24, 2015, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaint Our records indicate on October 23, 2014, the customer self-booked flights on the Expedia.com website for travel on December 21, 2014, from Vienna, Austria to Dresden, Germany We have confirmed the reservation was purchased by Mr [redacted] or an authorized user on the account, without the assistance of an Expedia representative The fare rules associated with the ticket purchased online state: Fare rules and restrictions We have not received information regarding the rules or restrictions for this flightWhen you purchase your ticket, you agree to the following rules and restrictions Please assume that the fare is non-refundable and any change or cancellation will result in full forfeiture of the value of the ticket with no refund or credit availableRules and restrictions as imposed by the airline(s) will be applicable to your fare should you need to change or cancel your flight(s)Airline tickets are non-transferableSome flights do not qualify for frequent flyer mileage accrual Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines, and are subject to the rules and restrictions of those providers We regret any inconvenience that this may cause, however, we are unable to submit the refund to the airline as requested in order to apply for the unused taxes associated with the unused ticket based on the airline’s fare rules for travel purchased on a US-based website On December 2, 2014, Mr [redacted] contacted us regarding a change of plans; we explained to Mr [redacted] the fare rules for his flight did not allow any changes to be made and explained the fully restricted rules associated with his airline ticket On April 10, 2015, we were contacted by the customer with a request to process a refund for the unused taxes We explained to Mr [redacted] we are unable to provide the refund based on the non-refundability of the ticket Additionally, the call was escalated to our corporate office at which time we restated US regulations and were unable to submit a refund request On April 14, 2015, the customer escalated the call to our corporate customer service department at which time we restated the rules for the flight as well as the tariffs that govern tax refunds for unused flights in the European market vsflight refunds for US-based reservations This was escalated further to a supervisor as a one-time courtesy, and on April 28, 2015, we provided the customer with a refund of the $in unused taxes The time that it takes for the refund to update in the customer’s account depends on how quickly the credit card company processes these 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 usSincerely, [redacted] ***Tier Customer Service
July 17, 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 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 you Expedia is responding to the consumer complaint for Mrs [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on March 7, 2015, Mrs [redacted] self-booked a flight reservation using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Newark, NJ to San Luis Obispo, CA, departing on June 2, 2015, and returning on June 8, On the same day Mrs [redacted] contacted Expedia and voided the itineraryWe understand she is requesting a full refund of the booking in the amount of $ With reservations voided within hours of purchase, the amount authorized for the purchase gets released instead of posted as a chargeExpedia 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] was the operating carrier and merchant of record (the entity receiving the funds and the company charging the credit card)We hope you understand we must adhere to the policies dictated by the airlines We have verified Mrs [redacted] contacted Expedia several times in regards of this issueOn June 15, 2015, the assisting representative contacted [redacted] on the customer’s behalf and was advised that the airline does not see a charge for this booking on their sideThe airline representative suggested that if the amount was not reversed in the customer’s account she should apply for a dispute with her credit card company While we regret Mrs [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, charges for this reservation were not collected by ExpediaDue to the information provided above Expedia is unable to provide a refund of this booking 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, Lidiya N [redacted] Tier Customer Service
June 15, Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-***Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from ourcustomerWe appreciate the Revdex.com allowing us to address the comments and concernswhich have been brought to our attentionExpedia, Incis disheartened thecustomer felt their concerns were not resolved adequately by our company priorto seeking further actions from you.Our records reflect that on April 22, 2015, Ms [redacted] booked roundtrip flights fromHartford, Connecticut, to Liberia departing August 22, 2015, and returning onAugust 28, We understand from Ms [redacted] complaint that her flight was affected by anairline schedule changeThe merchant of record [redacted] Airlines (the party whocharged the customer’s credit card) offered two options to replace the originalflightsOne option would allow the travelers to still arrive in Liberia onAugust 22, 2015, but with a hour layover in Atlanta, GeorgiaWith the otheroption the travelers would not arrive in Liberia until 10:00pm on August 23,Ms [redacted] accepted the change with the hour layover in Atlanta, GeorgiaMs[redacted] explains that she is aware that schedule changes are initiated by ***Airlines, but she is requesting that Expedia cover the cost of an overnight stayin Atlanta, Georgia because she was unhappy with the level of customer serviceshe received from our representativesWe apologize for any lack of service that Ms [redacted] received while trying to addressher situationIt is never Expedia's intent to mislead or to causeinconvenience to our clientsPlease be advised that Expedia does not have adirect control over the flight schedules of the airlines especially regardinginvoluntary schedule changesWhile we understand Ms [redacted] concerns, we do not see any error by Expedia and as aresult, we are unable to honor her request of a refundHowever, in discussingthis matter with our Customer Service Department, Expedia, as an offer ofgoodwill, we would like to offer a $Expedia Travel Coupon that can beredeemed toward the future purchase of an Expedia Special Rate Hotel either asa standalone reservation or in a Vacation PackageThe coupon is valid for oneyear from the date of issue and is immediately accessible within Ms [redacted] account.We thank you for allowing us the opportunity to address the issues that werebrought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service
May 8, Revdex.comExpedia – DuPont, WAComplaint 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 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] * [redacted] (Revdex.com case number [redacted] ) regarding a refund We have been unable to locate Mr [redacted] ’s Expedia.com account with the information providedIn order to properly research this matter and provide an appropriate response we ask that Mr [redacted] please provide the itinerary number associated with the reservation in question or the email address used at the time the reservation was madeAgain, 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, LaToya J [redacted] Corporate Customer Service
August 25, 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 August 2, 2016, the customer self-booked a non-refundable hotel reservation through the Expedia.com websiteAccommodations were at the Hotel Murano, a Provenance Hotel from August 15, 2016, to August 16, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified the customer contacted Expedia requesting a refund claiming she booked a refundable roomThe assisting representative advised the customer that at the time of booking, they had agreed to the hotel’s terms and conditions which also can be found on the face of her itinerary: • Cancellation and Change Policy: Non Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedCancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservationThe assisting representative then contacted the hotel directly on behalf of the customer, and the hotel advised that they could cancel the reservation however they could not process a refund based on the hotel’s policiesExpedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendorsWe do not have the authority to override or to change the hotel’s policiesWe firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the booking pathWe provide our users ample time to review the full details of the itinerary before completing the purchaseWe 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
Complaint: [redacted] I am rejecting this response because: Attached is a copy of my bank statement with all the credited funds to the account related to the check card that was used ending in [redacted] between September and all of NovemberThere was no refund processed back to the account from Expedia or [redacted] AirwaysLet me know if you have or need any additional information regarding this matterThank youSincerely, [redacted]
October 17, 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 April 16, 2016, Mr [redacted] booked a roundtrip flight from San Salvador to Leon, Guanajuato departing on June 3, 2016, returning on June 5, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representativeWe understand from Mr [redacted] that he was charged $twice for the same bookingHe is now requesting that Expedia refund one of the charges In an effort to resolve this matter, Expedia has consistently remained a liaison between Mr [redacted] and [redacted] Airlines, we have advocated on his behalf to obtain the refund that Mr [redacted] has requestedOn October 17, 2016, we contacted the airline again and they confirm; although Mr [redacted] had two itineraries, the ticket (# [redacted] ) that was booked with Expedia has been utilizedThe other ticket (# [redacted] ) which was booked with the airline directly is in open statusThe customer must submit his own refund request on their website [redacted] .com We regret that we are unable to offer Mr [redacted] with a more satisfactory response to his inquiry; however Expedia has exhausted all options and resources available to us in an effort to assist Mr***It is our highest recommendation that Mr [redacted] continue to pursue this matter directly with [redacted] Airlines and his financial institution, regrettably Expedia will be unable to offer further assistance 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] Tier Customer Service
June 30, 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 [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on May 18, 2015, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the [redacted] ***, a [redacted] May 20, 2015, to May 21, The customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified on May 23, 2015, the customer contacted Expedia via e-mail stating his hotel does not have a pool as indicated on the Expedia websiteExpedia replied to Mr [redacted] e-mail stating the hotel advised that they do have a pool and to contact us via phoneAccording to the hotel information at the time of booking and which can be found on the customer’s confirmed itinerary he received at the completion of his booking, a pool is located in the same building connected to their lobby at the ***Expedia relies on our hotel vendors to provide up-to-date and accurate information so we may post this information on our website for our valued customersWe apologize for any inconvenience this may have causedWe 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
Complaint: [redacted] I am rejecting this response because:I was told that the insurance was mandatory or I couldn't rent the car, that is called lyingI brought my personal car insurance to show them because I didn't want any other insuranceCan I include Dollar rental in this complaint or can I file a new complaint with Dollar rental? My wife was witness to this Sincerely, [redacted] ***
February 24, 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 Ms [redacted] is requesting a refundOn February 17, 2017, we received receipt of the Revdex.com complaint Our records reflect on February 15, 2017, the customer self-booked a one-way flight reservationTravel was on American Airlines, departing June 11, 2017, from Kansas City, Missouri to San Diego, California, via itinerary number [redacted] The customer is stating they canceled the flight within the 24-hour cancellation; however the customer has not received the refund Upon further researching this matter, we can confirm on February 15, 2017, the customer self-canceled the flight reservationWe found no record that the customer contacted Expedia regarding the refund Expedia serves as a third-party intermediary for travel providers such as hotels, care rental agencies, and airlines, and are subject to the rules and restrictions of those providers When a customer makes a purchase, Expedia applies a credit authorization toward the credit card to determine if the card is validThis is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from Expedia The pending authorization would have fallen off up to to hoursExpedia request that the customer contact their credit card company or bank to confirm that the amount was removed If the amount was not removed and still showing as a confirmed charged, Expedia request that the customer provide a letter head from their credit card company or bank stating that the charge was not removed 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
March 8, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department 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 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 replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered As previously advised, on January 16, 2017, the customer did not contact Expedia during the tripThe customer decided to self-book another car rental reservation at the current price The customer was not charged for the original reservationIf the customer would like compensation, he may contact Payless or go to their website 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 providersWe sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernHowever, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers Expedia considers this matter as closed and will no longer address this matter any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mr [redacted] is requesting a refund Upon further research, we are unable to locate an Expedia account related to [redacted] complaintWe respectfully request that Mr [redacted] provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address Mr [redacted] concerns If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
June 16, 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 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 case number [redacted] ) regarding the Expedia account We understand Mr [redacted] is requesting a refundOn June 8, 2017, we received receipt of the Revdex.com complaint Our records reflect on May 21, 2017, an agent assisted the customer or an authorized user of the account book a one-way flight reservationTravel was on Delta Airlines, departing May 21, 2017, from Atlanta, Georgia to Columbus, OhioThe customer is stating that his Expedia account was hacked and that his Expedia reward points were redeemed for the flightThe customer is stating that he did not authorize the reservation or to redeem the points Upon further researching this matter, we can confirm on May 25, 2017, Mr [redacted] contacted Expedia advising that his account was hacked and that his reward points were used without his authorizationExpedia forward the information to our loyalty team to research and that they would contact the customer Expedia has reached out to our loyalty team; they are still working on the customer’s account and that; they will contact the customer regarding the reward points that were usedPlease note that only the loyalty team can adjust or refund the points to the customer 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 it does not address my core complaint - that Expedia did not notify me at the time I made the reservation that no seat assignments were available that did not require me to pay additional "seat assignment" feesPerhaps Expedia would like to pay those fees and arrange for us to have assigned seats.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Expedia acts as a travel agent, and I assume they get a fee for their efforts.To claim no responsibility for the reservations they facilitate is a dis-service to the patronI feel they were negligent in not informing the client about the non-typical nature of the hotel they are suggestingI made the serious error in thinking Expedia would strive to promote a quality travel package.Buyer beware! Expedia is not interested in the quality of their tripsMy experience is they take their commission, with no loyalty to their customer Sincerely, [redacted]
August 18, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department 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 attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding his reservationAs of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because: A few statements made is not factually correct Expedia did not offered to pay $86, therefore I have never had the opportunity to accept The only amount offered was $56, therefore there is a record of C$being returned as per previous comment On Aug 17, Expedia has also approved an additional C$ Both of these payments are pending I would only agree to closure of this issue when the funds are received Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Expedia should take the responsibility and accept the fact that they failed to inform the customer about cancellationThey should have sent a notification email/text or call to the customer to prevent this incident and not let the customer to complete the first leg of the tripI'm requesting a refund for the amount of the first leg of the flight or the hotel accommodation cost ($488.91) Sincerely, [redacted] ***
June 21, 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 The information provided in the complaint we received was not linked to an account or an itineraryAt this time we are requesting Ms [redacted] please provide an itinerary number and the email address associated to the customer’s accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further We thank you for allowing us the opportunity to address the issues 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] Tier Customer Service
May 5, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O- [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 his 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 flight refund We understand Mr [redacted] is requesting Expedia to submit a request to the airline to process a tax-only refund On April 24, 2015, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaint Our records indicate on October 23, 2014, the customer self-booked flights on the Expedia.com website for travel on December 21, 2014, from Vienna, Austria to Dresden, Germany We have confirmed the reservation was purchased by Mr [redacted] or an authorized user on the account, without the assistance of an Expedia representative The fare rules associated with the ticket purchased online state: Fare rules and restrictions We have not received information regarding the rules or restrictions for this flightWhen you purchase your ticket, you agree to the following rules and restrictions Please assume that the fare is non-refundable and any change or cancellation will result in full forfeiture of the value of the ticket with no refund or credit availableRules and restrictions as imposed by the airline(s) will be applicable to your fare should you need to change or cancel your flight(s)Airline tickets are non-transferableSome flights do not qualify for frequent flyer mileage accrual Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines, and are subject to the rules and restrictions of those providers We regret any inconvenience that this may cause, however, we are unable to submit the refund to the airline as requested in order to apply for the unused taxes associated with the unused ticket based on the airline’s fare rules for travel purchased on a US-based website On December 2, 2014, Mr [redacted] contacted us regarding a change of plans; we explained to Mr [redacted] the fare rules for his flight did not allow any changes to be made and explained the fully restricted rules associated with his airline ticket On April 10, 2015, we were contacted by the customer with a request to process a refund for the unused taxes We explained to Mr [redacted] we are unable to provide the refund based on the non-refundability of the ticket Additionally, the call was escalated to our corporate office at which time we restated US regulations and were unable to submit a refund request On April 14, 2015, the customer escalated the call to our corporate customer service department at which time we restated the rules for the flight as well as the tariffs that govern tax refunds for unused flights in the European market vsflight refunds for US-based reservations This was escalated further to a supervisor as a one-time courtesy, and on April 28, 2015, we provided the customer with a refund of the $in unused taxes The time that it takes for the refund to update in the customer’s account depends on how quickly the credit card company processes these 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 usSincerely, [redacted] ***Tier Customer Service
July 17, 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 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 you Expedia is responding to the consumer complaint for Mrs [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on March 7, 2015, Mrs [redacted] self-booked a flight reservation using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Newark, NJ to San Luis Obispo, CA, departing on June 2, 2015, and returning on June 8, On the same day Mrs [redacted] contacted Expedia and voided the itineraryWe understand she is requesting a full refund of the booking in the amount of $ With reservations voided within hours of purchase, the amount authorized for the purchase gets released instead of posted as a chargeExpedia 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] was the operating carrier and merchant of record (the entity receiving the funds and the company charging the credit card)We hope you understand we must adhere to the policies dictated by the airlines We have verified Mrs [redacted] contacted Expedia several times in regards of this issueOn June 15, 2015, the assisting representative contacted [redacted] on the customer’s behalf and was advised that the airline does not see a charge for this booking on their sideThe airline representative suggested that if the amount was not reversed in the customer’s account she should apply for a dispute with her credit card company While we regret Mrs [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, charges for this reservation were not collected by ExpediaDue to the information provided above Expedia is unable to provide a refund of this booking 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, Lidiya N [redacted] Tier Customer Service
June 15, Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-***Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from ourcustomerWe appreciate the Revdex.com allowing us to address the comments and concernswhich have been brought to our attentionExpedia, Incis disheartened thecustomer felt their concerns were not resolved adequately by our company priorto seeking further actions from you.Our records reflect that on April 22, 2015, Ms [redacted] booked roundtrip flights fromHartford, Connecticut, to Liberia departing August 22, 2015, and returning onAugust 28, We understand from Ms [redacted] complaint that her flight was affected by anairline schedule changeThe merchant of record [redacted] Airlines (the party whocharged the customer’s credit card) offered two options to replace the originalflightsOne option would allow the travelers to still arrive in Liberia onAugust 22, 2015, but with a hour layover in Atlanta, GeorgiaWith the otheroption the travelers would not arrive in Liberia until 10:00pm on August 23,Ms [redacted] accepted the change with the hour layover in Atlanta, GeorgiaMs[redacted] explains that she is aware that schedule changes are initiated by ***Airlines, but she is requesting that Expedia cover the cost of an overnight stayin Atlanta, Georgia because she was unhappy with the level of customer serviceshe received from our representativesWe apologize for any lack of service that Ms [redacted] received while trying to addressher situationIt is never Expedia's intent to mislead or to causeinconvenience to our clientsPlease be advised that Expedia does not have adirect control over the flight schedules of the airlines especially regardinginvoluntary schedule changesWhile we understand Ms [redacted] concerns, we do not see any error by Expedia and as aresult, we are unable to honor her request of a refundHowever, in discussingthis matter with our Customer Service Department, Expedia, as an offer ofgoodwill, we would like to offer a $Expedia Travel Coupon that can beredeemed toward the future purchase of an Expedia Special Rate Hotel either asa standalone reservation or in a Vacation PackageThe coupon is valid for oneyear from the date of issue and is immediately accessible within Ms [redacted] account.We thank you for allowing us the opportunity to address the issues that werebrought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service
May 8, Revdex.comExpedia – DuPont, WAComplaint 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 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] * [redacted] (Revdex.com case number [redacted] ) regarding a refund We have been unable to locate Mr [redacted] ’s Expedia.com account with the information providedIn order to properly research this matter and provide an appropriate response we ask that Mr [redacted] please provide the itinerary number associated with the reservation in question or the email address used at the time the reservation was madeAgain, 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, LaToya J [redacted] Corporate Customer Service
August 25, 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 August 2, 2016, the customer self-booked a non-refundable hotel reservation through the Expedia.com websiteAccommodations were at the Hotel Murano, a Provenance Hotel from August 15, 2016, to August 16, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified the customer contacted Expedia requesting a refund claiming she booked a refundable roomThe assisting representative advised the customer that at the time of booking, they had agreed to the hotel’s terms and conditions which also can be found on the face of her itinerary: • Cancellation and Change Policy: Non Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedCancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservationThe assisting representative then contacted the hotel directly on behalf of the customer, and the hotel advised that they could cancel the reservation however they could not process a refund based on the hotel’s policiesExpedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendorsWe do not have the authority to override or to change the hotel’s policiesWe firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the booking pathWe provide our users ample time to review the full details of the itinerary before completing the purchaseWe 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
Complaint: [redacted] I am rejecting this response because: Attached is a copy of my bank statement with all the credited funds to the account related to the check card that was used ending in [redacted] between September and all of NovemberThere was no refund processed back to the account from Expedia or [redacted] AirwaysLet me know if you have or need any additional information regarding this matterThank youSincerely, [redacted]
October 17, 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 April 16, 2016, Mr [redacted] booked a roundtrip flight from San Salvador to Leon, Guanajuato departing on June 3, 2016, returning on June 5, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representativeWe understand from Mr [redacted] that he was charged $twice for the same bookingHe is now requesting that Expedia refund one of the charges In an effort to resolve this matter, Expedia has consistently remained a liaison between Mr [redacted] and [redacted] Airlines, we have advocated on his behalf to obtain the refund that Mr [redacted] has requestedOn October 17, 2016, we contacted the airline again and they confirm; although Mr [redacted] had two itineraries, the ticket (# [redacted] ) that was booked with Expedia has been utilizedThe other ticket (# [redacted] ) which was booked with the airline directly is in open statusThe customer must submit his own refund request on their website [redacted] .com We regret that we are unable to offer Mr [redacted] with a more satisfactory response to his inquiry; however Expedia has exhausted all options and resources available to us in an effort to assist Mr***It is our highest recommendation that Mr [redacted] continue to pursue this matter directly with [redacted] Airlines and his financial institution, regrettably Expedia will be unable to offer further assistance 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] Tier Customer Service
June 30, 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 [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on May 18, 2015, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the [redacted] ***, a [redacted] May 20, 2015, to May 21, The customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified on May 23, 2015, the customer contacted Expedia via e-mail stating his hotel does not have a pool as indicated on the Expedia websiteExpedia replied to Mr [redacted] e-mail stating the hotel advised that they do have a pool and to contact us via phoneAccording to the hotel information at the time of booking and which can be found on the customer’s confirmed itinerary he received at the completion of his booking, a pool is located in the same building connected to their lobby at the ***Expedia relies on our hotel vendors to provide up-to-date and accurate information so we may post this information on our website for our valued customersWe apologize for any inconvenience this may have causedWe 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
Complaint: [redacted] I am rejecting this response because:I was told that the insurance was mandatory or I couldn't rent the car, that is called lyingI brought my personal car insurance to show them because I didn't want any other insuranceCan I include Dollar rental in this complaint or can I file a new complaint with Dollar rental? My wife was witness to this Sincerely, [redacted] ***
February 24, 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 Ms [redacted] is requesting a refundOn February 17, 2017, we received receipt of the Revdex.com complaint Our records reflect on February 15, 2017, the customer self-booked a one-way flight reservationTravel was on American Airlines, departing June 11, 2017, from Kansas City, Missouri to San Diego, California, via itinerary number [redacted] The customer is stating they canceled the flight within the 24-hour cancellation; however the customer has not received the refund Upon further researching this matter, we can confirm on February 15, 2017, the customer self-canceled the flight reservationWe found no record that the customer contacted Expedia regarding the refund Expedia serves as a third-party intermediary for travel providers such as hotels, care rental agencies, and airlines, and are subject to the rules and restrictions of those providers When a customer makes a purchase, Expedia applies a credit authorization toward the credit card to determine if the card is validThis is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from Expedia The pending authorization would have fallen off up to to hoursExpedia request that the customer contact their credit card company or bank to confirm that the amount was removed If the amount was not removed and still showing as a confirmed charged, Expedia request that the customer provide a letter head from their credit card company or bank stating that the charge was not removed 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
March 8, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department 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 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 replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered As previously advised, on January 16, 2017, the customer did not contact Expedia during the tripThe customer decided to self-book another car rental reservation at the current price The customer was not charged for the original reservationIf the customer would like compensation, he may contact Payless or go to their website 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 providersWe sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernHowever, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers Expedia considers this matter as closed and will no longer address this matter any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mr [redacted] is requesting a refund Upon further research, we are unable to locate an Expedia account related to [redacted] complaintWe respectfully request that Mr [redacted] provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address Mr [redacted] concerns If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
June 16, 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 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 case number [redacted] ) regarding the Expedia account We understand Mr [redacted] is requesting a refundOn June 8, 2017, we received receipt of the Revdex.com complaint Our records reflect on May 21, 2017, an agent assisted the customer or an authorized user of the account book a one-way flight reservationTravel was on Delta Airlines, departing May 21, 2017, from Atlanta, Georgia to Columbus, OhioThe customer is stating that his Expedia account was hacked and that his Expedia reward points were redeemed for the flightThe customer is stating that he did not authorize the reservation or to redeem the points Upon further researching this matter, we can confirm on May 25, 2017, Mr [redacted] contacted Expedia advising that his account was hacked and that his reward points were used without his authorizationExpedia forward the information to our loyalty team to research and that they would contact the customer Expedia has reached out to our loyalty team; they are still working on the customer’s account and that; they will contact the customer regarding the reward points that were usedPlease note that only the loyalty team can adjust or refund the points to the customer 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 it does not address my core complaint - that Expedia did not notify me at the time I made the reservation that no seat assignments were available that did not require me to pay additional "seat assignment" feesPerhaps Expedia would like to pay those fees and arrange for us to have assigned seats.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Expedia acts as a travel agent, and I assume they get a fee for their efforts.To claim no responsibility for the reservations they facilitate is a dis-service to the patronI feel they were negligent in not informing the client about the non-typical nature of the hotel they are suggestingI made the serious error in thinking Expedia would strive to promote a quality travel package.Buyer beware! Expedia is not interested in the quality of their tripsMy experience is they take their commission, with no loyalty to their customer Sincerely, [redacted]
August 18, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department 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 attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding his reservationAs of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because: A few statements made is not factually correct Expedia did not offered to pay $86, therefore I have never had the opportunity to accept The only amount offered was $56, therefore there is a record of C$being returned as per previous comment On Aug 17, Expedia has also approved an additional C$ Both of these payments are pending I would only agree to closure of this issue when the funds are received Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Expedia should take the responsibility and accept the fact that they failed to inform the customer about cancellationThey should have sent a notification email/text or call to the customer to prevent this incident and not let the customer to complete the first leg of the tripI'm requesting a refund for the amount of the first leg of the flight or the hotel accommodation cost ($488.91) Sincerely, [redacted] ***
June 21, 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 The information provided in the complaint we received was not linked to an account or an itineraryAt this time we are requesting Ms [redacted] please provide an itinerary number and the email address associated to the customer’s accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further We thank you for allowing us the opportunity to address the issues 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] Tier Customer Service