May 4, 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,
Complaint Department Re: Vacations by Marriott Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered The breakdown for the package reservation is: Flight: $1,035.40usd (with taxes and fees included) Hotel: $1,61366usd (with taxes and fees included) Package Protection Plan: $184.00usd We cannot provide a specific per night rate due to the customer self-booked a package reservation and rates may vary depending on the day of the week During the booking and checkout path on our website, it did disclose the base fare along with the taxes and fees for each reservation We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
February 2, 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 [redacted] (Revdex.com case ID [redacted] ) regarding a Best Price Guarantee submissionOn January 28, 2017, Expedia processed a refund in the amount of $back to the customer’s original form of paymentIn addition, the customer’s $Expedia Travel Coupon will be added to their account within to weeks after the qualifying travel itinerary has been completedOn February 2, 2017, Expedia refunded an additional amount of $back to the customer’s original form of paymentWe apologize for any inconvenience that may have occurred due to the delayWe 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 26, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe 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] (Revdex.com complaint # [redacted] ) regarding an airline ticket refund requestOur records show on August 27, 2015, Ms [redacted] self-booked an Expedia.com airline reservation via booking number [redacted] , with a trip start date of October 23rd, We understand from Ms [redacted] ’s case, due to hurricane Patricia, flights were cancelled and they were advised they would keep flight credit without being charged feesWhen Ms [redacted] attempted to use flight credit they were advised they would have to pay a change fee in order to use the flight creditMs [redacted] was previously refunded only for the hotel portionMs [redacted] is requesting a refund for the amount paid for the airline ticketsWe have proceeded to process a full refund of $This has been refunded to the original form of payment used for the bookingIn the future we do advise that the customer contact customer support following any cancelled flight due to weather to make sure the details of the cancellation are notated on the reservationExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved to Mr [redacted] ’s desired outcome, Expedia considers this matter closedWe 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 usSincerely, Daniel A [redacted] Tier Customer Service
September 8, 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 youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel refund We understand Ms [redacted] is seeking a refund for a service for an recent hotel reservation booked through Expedia We research this matter further and our records indicate a reservation for the Harbor Inn was booked online by Ms [redacted] or an authorized user of her Expedia account, without any assistance from an Expedia representative on May 28, During the booking the customer indicated they viewed “guaranteed for late check” however also indicated in the hotel polices and fee stated the following: “The front desk is open daily from AM - PM If you are planning to arrive after PM please contact the property in advance using the information on the booking confirmation.” Expedia makes every effort to insure our customers have a complete understanding of the hotel rules and restrictions prior to completing their reservation at our siteIt is important our customer review all hyperlinks provided at our site as important information is often contained in these areasWe contacted the hotel regarding the customer request for a full refund and we were notified by hotel management they left a key, and note for the customer, and left a voicemail advising the customer a key was waiting for themSo they were not willing to offer a refund as they had marked the customer as a no-showPer the hotel’s policy: Cancellations or changes made after 7:PM local hotel time, Sunday, June 25, or no-shows are subject to a hotel fee equal to 100% of the total amount paid for the reservationHowever taking into account the customers situation Expedia did provide a partial refund in the amount of $(percent) as a gesture of goodwill on August 26th, While we understand the customers concerns we are unable to provide any additional refunds or compensation in this matterExpedia does not compensate for time spent on the phone with our service agents nor can we honor the customer’s request for $credit We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Kiki R [redacted] Tier Customer Service
May 06, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our 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 car reservation refund request Our records show on March 30th, 2016, Mr [redacted] self-booked an Expedia.com car reservation via booking number [redacted] , with a vehicle pick up date of March 31st, in the amount of $We understand from Mr [redacted] ’s complaint, he was provided with a different car type than the one he chose and was charged a higher amount by the rental car companyMr [redacted] was charged an additional $for the rentalThe customer contacted Expedia on April 16th, and was refunded $back to his original form of paymentThe customer was still owed $ Upon researching the customer’s complaint, we can confirm as of April 26, 2016, the agent who was handling the customers case refunded the remaining $to the original form of payment Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a full refund has been given to the customer and the issue has been resolved to Mr [redacted] ’s desired outcome, Expedia considers this matter closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Daniel A [redacted] Tier Customer Service
December 1, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr***We regret to hear that he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com Case number [redacted] ) regarding a hotel collect reservationAs stated on the customer’s Revdex.com rebuttal, regarding the use of his travel coupon, it states: • Once you complete your booking, your coupon will show on the Coupons page under Redeemed and expired coupons• Coupons cannot be redeemed for Pay Later hotel bookings• Review the coupon's complete rules and restrictions to see if the coupon is valid for your travel selectionDuring the booking process, the customer had the option as stated below, which he chose: • Free Cancellation until Wed, Dec Reserve now, pay later No Expedia booking or credit card fees The following similar screen was shown: (see attached) The customer chose the Pay Later option Again, Expedia apologizes for any inconvenience that may have occurredWe 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:I value the Revdex.com and thank you for your assistance Since we were unable to resolve this matter prior to the flight (June 24th) we had no option but to use the airline ticket This is was not the first choice but one necessitated by the cost ($1100) and lack of cooperation and assistance from EXPEDIA.COMAfter making several phones calls to Expedia, we became away that reps were not making notes on our files This is grievously sad and frightfully unhelpful After this experience I seriously doubt that we will ever use Expedia.com again As long as things go as planned it's fine but they are ill equipped to handle anything but an A to Z transaction.Thank you again Revdex.com - your efforts and results are greatly appreciated[redacted] ***
Complaint: [redacted] I am rejecting this response because: Expedia is just passing responsibilityThe airline Xiamen Air/Korean Air themselves asked how I was able to book this ticket through you, my travel agent when their airport does not allow flights to book unless there is a set time (which I don't know, that's Expedia's job to book connecting flights as a package deal, or why would I use your service for convenience in booking international flights?) and that I should not have been able to purchase this flight in the first place I wonder if all these people had experienced what I experienced as your customer reps had me wait on a phone while I was getting screamed at by the Chinese police and security figures if you would be satisfied with your service which should not have offered the flight in the first placeThere was never definitive confirmation I was booked out of China the following dayEverSo, if you were me, you would be satisfied with this response and those hour long phone calls? Well, there's my position Could you even imagine the PR disaster for your travel agency if I had been held and deported to America after an unset amount of time in a Chinese airport jail? It could have happened, and it definitely was not thanks to your company that I was able to fly out Thanks for your friendly words, I know handling these inquiries must be awfulA+ for writing, F- for resolving customer complaint; and no, I won't be using Expedia again Don't book flights as a package deal if you can't look the details up as a travel agency pleaseI can't trust your guys' service to deliver me home Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: the response given is completely and utterly inaccurate The airline credit I am trying to use is through [redacted] Airlines, not *** I did not take any trips in May, so I literally have no idea what you guys are talking about with me "using" a [redacted] credit I will provide the information again The itinerary number of the original flight was [redacted] and it is through [redacted] Airlines The credit is for $ As I could not take the chance of waiting any longer to book the flight needed, I have taken my business elsewhere and booked my flight through a different company I am now requesting a refund in the amount of the flight from Expedia due to the extreme inconvenience this several month process has taken that is still left unresolved Sincerely, [redacted]
August 31, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting a refundOn August 25, 2016, we received receipt of the Revdex.com complaint Our records reflect on June 5, 2016, the customer self-booked a package reservation for [redacted] ***, [redacted] ***, [redacted] ***, and [redacted] *** Travel was on [redacted] Airlines, departing August 11, 2016, from Hartford, Connecticut to Colorado Springs, Colorado; returning on August 16, 2016, from Colorado Springs, Colorado to Hartford, Connecticut The package includes a hotel stay at the Super –Colorado Springs Airport, chedate August 11, 2016, check-out date August 16, Itinerary Number: [redacted] The customer is stating, once they arrived at the hotel, the customer did not have a room The customer is also stating, they had to book at a different hotel at a higher amount Upon further researching this matter, we can confirm on August 10, 2016, the customer contacted Expedia needing to extend the hotel check-out date, due to an airline schedule change Expedia contacted the hotel and was advised, they would not authorize any changes to the original reservation Expedia rebooked the customer at the Super –Colorado Springs Airport, chedate August 16, 2016, check-out date August 17, Itinerary Number: [redacted] Expedia applied a $coupon towards the new reservation and the customer was only charged for the taxes and fees in the amount of $ Expedia advised the customer, we would refund the fees back to them The customer understood and agreed In reviewing the customer’s account, on August 10, 2016, the customer exchanged the airline tickets The new dates reflect: departing August 11, 2016, from Hartford, Connecticut to Colorado Springs, Colorado; returning on August 17, 2016, from Colorado Springs, Colorado to Hartford, Connecticut On August 10, 2016, Expedia processed the refund in the amount of $for the new hotel reservation On August 11, 2016, Expedia processed the refund in the amount of $for the original hotel reservation On August 30, 2016, Expedia contacted the hotel on the customer’s behalf, they advised the customer was marked as a no show for the original reservation on August 11, The hotel did not charge for the reservation for itinerary number [redacted] We hope the customer understands since they were already refunded for the original hotel reservation Expedia cannot honor the request for the refund for the difference for the new hotel booking Expedia considers this matter as closed and will no longer address this matter any further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
June 23, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] *** We regret to hear Mr [redacted] did not accept our response and/or resolution offered We strive to provide the highest level of customer service, and we’re sorry that Mr [redacted] recent experience did not live up to that expectationWe regret to hear of the long hold time he experienced when contacting Expedia’s Customer Service departmentOur representatives assist with calls in the order they are received and they do their best to minimize hold time, however we have no control of the call volume at any given time The reason we did not provide a phone number for Expedia’s Customer Service Team in the previous response is because the issue was already being addressed by usIf the customer needs to contact Expedia’s Customer Service directly, he can do so at [redacted] Our agents are available hours a day, seven days a week As noted in our previous response, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines It does not own, operate or otherwise run any hotels We hope you understand we must adhere to the policies dictated by the hotels Upon receipt of this Revdex.com submission Expedia forwarded Mr [redacted] complaint to the hotel, requesting compensation on his behalfThe [redacted] management responded stating they will not offer monetary compensation; however, as a gesture of goodwill, they would like to offer a one-night complimentary stay, good for one year (see the attached voucher provided by the [redacted] ***) While we regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, Expedia is unable to provide a refund or compensation regarding this matter 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, [redacted] Tier Customer Service %
May 22, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 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 case number [redacted] ) regarding a vacation packageWe understand she is requesting a refund for a car rental reservation due to an Airline cancellationOur records indicate, on April 05, 2015, Mrs [redacted] called our customer service representative and booked a package reservation for one passenger, departing from Tucson, Arizona, on May 2015, and returning from San Diego, California, on May 2015, with a hotel stay at the [redacted] San Diego, fir a total of $958.04, via itinerary [redacted] On May 09, 2015, Mrs [redacted] called our customer support representative to advise the airline cancelled the first segment of her reservation and she had to rent a car for $150.00, to be able to use the second segmentOur representative advised that the airline did not communicate any schedule changes therefore we are unable to process a refundUpon further research, we called [redacted] on customer’s behalf to investigate the issue and request a refund; [redacted] representative confirmed that the first segment has been cancelled and customer has been notified as she checkonlineThe airline confirmed that customer has been offered alternate flights however Mrs [redacted] did not accept the options offered, they further confirmed that customer has been in contact with a [redacted] agent at 10:am the same dayWhen making a purchase on Expedia.com, or any travel website, the user agrees to the specific rules and restrictions supplied to the purchaser at the time of the reservationAs a travel agency, Expedia is subject to the rules and restrictions of the vendors whose services we sellMrs [redacted] agreed to the terms and conditions and all the details of the package which includes that it is customers responsibility to confirm the fight details hours before departure and Flight details (e.g., aircraft, times), are subject to changeAs Mrs [redacted] did not accept the alternate flights offered by [redacted] and there is no error on Expedia, we are unable to process a refund for the car rental reservationOur goal is to provide not only excellent customer service, but an excellent customer experienceAs a one-time courtesy, we added a $coupon on customers accountOnce signed in on Expedia.com, Mrs [redacted] can access the coupon terms and conditions under the “My Account” tab, then the “View My Coupons” linkWe 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 usSincerely, [redacted] Tier Customer Service
April 18, 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] (Revdex.com case number [redacted] ) regarding a refund Our records indicate that on March 7, 2017, Ms [redacted] booked a seven day car rental online via Expedia.com with [redacted] car rental, picking up on March 15, 2017, and returning on March 22, 2017, itinerary [redacted] We understand from Ms [redacted] ’s complaint she claims that she returned the car a day early and was overcharged in the amount of $and requesting a refund Upon receipt of Ms [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on March 7, 2017, Ms [redacted] contacted Expedia’s customer service department to get assistance with receiving a refund in the amount of $for being overchargedAt that time, our representative advised Ms [redacted] that [redacted] ’s billing department was closed After further researching this matter, we can confirm that on April 17, 2017, Expedia received an invoice showing that Ms [redacted] was refunded for an early return fee in the amount of $Per [redacted] rental car there will be no refunds for early returnsThis information was conveyed to MsWrobelwski on March 18, 2017, via email Based on the above, Expedia is unable to honor Ms [redacted] ’s refund requestAgain, 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
January 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from [redacted] Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a car reservationOur records indicate on November 20, 2016, the customer self-booked a car reservation through the Expedia.com websiteWe understand from the complaint, the customer is requesting a refund for additional charges incurredUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer was advised on the Expedia website: • Your rental may have mandatory, local insurance requirements that result in additional charges at the time of rental .In addition it states: • By selecting to complete this booking I acknowledge that I have read and accept the Rules & Restrictions Opens in a new window., Terms of Use Opens in a new windowand Privacy Policy Opens in a new windowDue to the customer agreeing to the terms and conditions at the time of booking, Expedia is unable to provide the refund as requestedWe 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
Complaint Department Re: Expedia Case #: [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 November 8, 2016, the customer only had two travelers on the flight reservation not four The customer’s original cost for the package reservation for itinerary number: [redacted] in the amount of $1,The total cost of the flight for two travelers was $and the total cost for the hotel was in the amount of $ Expedia refunded the customer for the flight on November 2, 2016, in the amount of and on November 4, 2016, in the amount of $ Expedia refunded the customer for the hotel on October 6, 2016, in the amount of $ The customer’s original cost for the car rental reservation and for the car rental insurance for itinerary number: [redacted] in the amount of $The total cost for the car rental in the amount of $and for the car rental insurance in the amount of $ On October 5, 2016, Expedia refunded the customer for the car and car insurance The timeframe for the refund from Expedia is up to to business days, no weekends/holidays Expedia request that the customer review their billing statements for the refunds in October If the customer has still not received the refunds, Expedia will need a letter head from the customer’s credit card/bank advising the refunds were not issued to the customer’s account We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
August 6, 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 21, 2015, the customer self-booked a hotel using the Expedia.com websiteAccommodations were at the [redacted] from May 23, 2015, to May 25, We understand from the complaint the customer is requesting additional compensationUpon receipt of the Revdex.com submission, we verified on May 23, 2015, the customer contacted Expedia due to upon arrival at the hotel, she was advised the hotel had no reservationAccording to Expedia documentation, [redacted] confirmed the reservation as shown below: • MAY 07:PM PDT • [redacted] • Confirmed • Central Reservations • Reserve On behalf of the customer, Expedia contacted the hotel directly at that time and were advised they had no availabilityOn May 28, 2015, Expedia processed a full refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to [redacted] account depends on how quickly her credit card company processes refundsDespite the customer’s recent experience, we encourage her to continue to use Expedia for her future travel arrangements, thereby allowing us the opportunity to restore her faith in our companyWe have provided her online Expedia account with a $Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for her next qualified reservation, and it is valid until one year from the date of this letterSince there was no error on Expedia’s part, and the entire hotel stay was utilized in full, no refunds or compensation will be offered from Expedia.com regarding this matterAgain, 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 usSincerely, Lisa S [redacted] Tier Customer Service
May 15, Revdex.comE.com - Alaska, 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 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 youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund for the cancellation penalty charged for her hotel reservations On April 22, 2015, Expedia advocated on the behalf of Ms [redacted] with the hotelAt the time, Expedia was advised the hotel would need to further investigate if a refund could be processed for the cancellation penalty On May 15, 2015, Expedia confirmed with the [redacted] that the cancellation penalty of $1,would be waived, and Expedia received permission to process a full refundAt that time, Expedia processed a refund in the amount of $1,back to the customer’s original form of paymentThe time it takes to post the refund to Ms [redacted] account depends on how quickly her credit card company processes refunds We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I booked the hotel on the sixth of october after the 5th I never stayed at the hotel so how can you charge me on the 6th if the hotels were supposed to be cancelled on the 5th I was lied to by the expedia staff and if I could have got in contact with the hotel I never would have been charged I understand expedia is a third party but I inserted my card information on your website so expedia should have some responsibility if not then why did they have hotels on there website that could not be booked people use your site to book reservations it was a hurricane and the hotels took advantage of expedia website to get money from people trying to escape hurricane matthew I lost $and expedia has no care that my money was taken I work hard for the little money I get and I have a family that needed the money during the hurricaneSincerely, [redacted]
February 15, Revdex.com Expedia – DuPont, WA 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 a refund We understand from Ms [redacted] ’s complaint that she attempted to purchase a vacation package online via Expedia.com and received several error messages and found out that her account was charged three separate times in the amount of $1,and is requesting a refund and for Expedia to provide her a discounted rate Our records indicate the on February 9, 2018, Ms [redacted] or an authorized user of the account contacted Expedia’s customer service department for assistance with making a reservationAt that time, our representative advised Ms [redacted] that her card has been authorized and will fall off as there were no reservations booked Each time a purchase is attempted on Expedia.com, a credit card authorization is made to verify that the account has funds available for the purchase When a payment is unsuccessful, the credit card company or banking institution creates a temporary hold on the fundsMost authorizations fall off within hours, however, each bank or credit card company policy is differentIf any authorizations remain on Ms [redacted] ’s credit card for these purchases, we are happy to assist you with contacting the credit card company or banking institution Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, LaToya J [redacted] Corporate Customer Service
May 4, 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,
Complaint Department Re: Vacations by Marriott Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered The breakdown for the package reservation is: Flight: $1,035.40usd (with taxes and fees included) Hotel: $1,61366usd (with taxes and fees included) Package Protection Plan: $184.00usd We cannot provide a specific per night rate due to the customer self-booked a package reservation and rates may vary depending on the day of the week During the booking and checkout path on our website, it did disclose the base fare along with the taxes and fees for each reservation We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
February 2, 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 [redacted] (Revdex.com case ID [redacted] ) regarding a Best Price Guarantee submissionOn January 28, 2017, Expedia processed a refund in the amount of $back to the customer’s original form of paymentIn addition, the customer’s $Expedia Travel Coupon will be added to their account within to weeks after the qualifying travel itinerary has been completedOn February 2, 2017, Expedia refunded an additional amount of $back to the customer’s original form of paymentWe apologize for any inconvenience that may have occurred due to the delayWe 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 26, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe 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] (Revdex.com complaint # [redacted] ) regarding an airline ticket refund requestOur records show on August 27, 2015, Ms [redacted] self-booked an Expedia.com airline reservation via booking number [redacted] , with a trip start date of October 23rd, We understand from Ms [redacted] ’s case, due to hurricane Patricia, flights were cancelled and they were advised they would keep flight credit without being charged feesWhen Ms [redacted] attempted to use flight credit they were advised they would have to pay a change fee in order to use the flight creditMs [redacted] was previously refunded only for the hotel portionMs [redacted] is requesting a refund for the amount paid for the airline ticketsWe have proceeded to process a full refund of $This has been refunded to the original form of payment used for the bookingIn the future we do advise that the customer contact customer support following any cancelled flight due to weather to make sure the details of the cancellation are notated on the reservationExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved to Mr [redacted] ’s desired outcome, Expedia considers this matter closedWe 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 usSincerely, Daniel A [redacted] Tier Customer Service
September 8, 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 youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel refund We understand Ms [redacted] is seeking a refund for a service for an recent hotel reservation booked through Expedia We research this matter further and our records indicate a reservation for the Harbor Inn was booked online by Ms [redacted] or an authorized user of her Expedia account, without any assistance from an Expedia representative on May 28, During the booking the customer indicated they viewed “guaranteed for late check” however also indicated in the hotel polices and fee stated the following: “The front desk is open daily from AM - PM If you are planning to arrive after PM please contact the property in advance using the information on the booking confirmation.” Expedia makes every effort to insure our customers have a complete understanding of the hotel rules and restrictions prior to completing their reservation at our siteIt is important our customer review all hyperlinks provided at our site as important information is often contained in these areasWe contacted the hotel regarding the customer request for a full refund and we were notified by hotel management they left a key, and note for the customer, and left a voicemail advising the customer a key was waiting for themSo they were not willing to offer a refund as they had marked the customer as a no-showPer the hotel’s policy: Cancellations or changes made after 7:PM local hotel time, Sunday, June 25, or no-shows are subject to a hotel fee equal to 100% of the total amount paid for the reservationHowever taking into account the customers situation Expedia did provide a partial refund in the amount of $(percent) as a gesture of goodwill on August 26th, While we understand the customers concerns we are unable to provide any additional refunds or compensation in this matterExpedia does not compensate for time spent on the phone with our service agents nor can we honor the customer’s request for $credit We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Kiki R [redacted] Tier Customer Service
May 06, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our 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 car reservation refund request Our records show on March 30th, 2016, Mr [redacted] self-booked an Expedia.com car reservation via booking number [redacted] , with a vehicle pick up date of March 31st, in the amount of $We understand from Mr [redacted] ’s complaint, he was provided with a different car type than the one he chose and was charged a higher amount by the rental car companyMr [redacted] was charged an additional $for the rentalThe customer contacted Expedia on April 16th, and was refunded $back to his original form of paymentThe customer was still owed $ Upon researching the customer’s complaint, we can confirm as of April 26, 2016, the agent who was handling the customers case refunded the remaining $to the original form of payment Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a full refund has been given to the customer and the issue has been resolved to Mr [redacted] ’s desired outcome, Expedia considers this matter closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Daniel A [redacted] Tier Customer Service
December 1, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr***We regret to hear that he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com Case number [redacted] ) regarding a hotel collect reservationAs stated on the customer’s Revdex.com rebuttal, regarding the use of his travel coupon, it states: • Once you complete your booking, your coupon will show on the Coupons page under Redeemed and expired coupons• Coupons cannot be redeemed for Pay Later hotel bookings• Review the coupon's complete rules and restrictions to see if the coupon is valid for your travel selectionDuring the booking process, the customer had the option as stated below, which he chose: • Free Cancellation until Wed, Dec Reserve now, pay later No Expedia booking or credit card fees The following similar screen was shown: (see attached) The customer chose the Pay Later option Again, Expedia apologizes for any inconvenience that may have occurredWe 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:I value the Revdex.com and thank you for your assistance Since we were unable to resolve this matter prior to the flight (June 24th) we had no option but to use the airline ticket This is was not the first choice but one necessitated by the cost ($1100) and lack of cooperation and assistance from EXPEDIA.COMAfter making several phones calls to Expedia, we became away that reps were not making notes on our files This is grievously sad and frightfully unhelpful After this experience I seriously doubt that we will ever use Expedia.com again As long as things go as planned it's fine but they are ill equipped to handle anything but an A to Z transaction.Thank you again Revdex.com - your efforts and results are greatly appreciated[redacted] ***
Complaint: [redacted] I am rejecting this response because: Expedia is just passing responsibilityThe airline Xiamen Air/Korean Air themselves asked how I was able to book this ticket through you, my travel agent when their airport does not allow flights to book unless there is a set time (which I don't know, that's Expedia's job to book connecting flights as a package deal, or why would I use your service for convenience in booking international flights?) and that I should not have been able to purchase this flight in the first place I wonder if all these people had experienced what I experienced as your customer reps had me wait on a phone while I was getting screamed at by the Chinese police and security figures if you would be satisfied with your service which should not have offered the flight in the first placeThere was never definitive confirmation I was booked out of China the following dayEverSo, if you were me, you would be satisfied with this response and those hour long phone calls? Well, there's my position Could you even imagine the PR disaster for your travel agency if I had been held and deported to America after an unset amount of time in a Chinese airport jail? It could have happened, and it definitely was not thanks to your company that I was able to fly out Thanks for your friendly words, I know handling these inquiries must be awfulA+ for writing, F- for resolving customer complaint; and no, I won't be using Expedia again Don't book flights as a package deal if you can't look the details up as a travel agency pleaseI can't trust your guys' service to deliver me home Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: the response given is completely and utterly inaccurate The airline credit I am trying to use is through [redacted] Airlines, not *** I did not take any trips in May, so I literally have no idea what you guys are talking about with me "using" a [redacted] credit I will provide the information again The itinerary number of the original flight was [redacted] and it is through [redacted] Airlines The credit is for $ As I could not take the chance of waiting any longer to book the flight needed, I have taken my business elsewhere and booked my flight through a different company I am now requesting a refund in the amount of the flight from Expedia due to the extreme inconvenience this several month process has taken that is still left unresolved Sincerely, [redacted]
August 31, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting a refundOn August 25, 2016, we received receipt of the Revdex.com complaint Our records reflect on June 5, 2016, the customer self-booked a package reservation for [redacted] ***, [redacted] ***, [redacted] ***, and [redacted] *** Travel was on [redacted] Airlines, departing August 11, 2016, from Hartford, Connecticut to Colorado Springs, Colorado; returning on August 16, 2016, from Colorado Springs, Colorado to Hartford, Connecticut The package includes a hotel stay at the Super –Colorado Springs Airport, chedate August 11, 2016, check-out date August 16, Itinerary Number: [redacted] The customer is stating, once they arrived at the hotel, the customer did not have a room The customer is also stating, they had to book at a different hotel at a higher amount Upon further researching this matter, we can confirm on August 10, 2016, the customer contacted Expedia needing to extend the hotel check-out date, due to an airline schedule change Expedia contacted the hotel and was advised, they would not authorize any changes to the original reservation Expedia rebooked the customer at the Super –Colorado Springs Airport, chedate August 16, 2016, check-out date August 17, Itinerary Number: [redacted] Expedia applied a $coupon towards the new reservation and the customer was only charged for the taxes and fees in the amount of $ Expedia advised the customer, we would refund the fees back to them The customer understood and agreed In reviewing the customer’s account, on August 10, 2016, the customer exchanged the airline tickets The new dates reflect: departing August 11, 2016, from Hartford, Connecticut to Colorado Springs, Colorado; returning on August 17, 2016, from Colorado Springs, Colorado to Hartford, Connecticut On August 10, 2016, Expedia processed the refund in the amount of $for the new hotel reservation On August 11, 2016, Expedia processed the refund in the amount of $for the original hotel reservation On August 30, 2016, Expedia contacted the hotel on the customer’s behalf, they advised the customer was marked as a no show for the original reservation on August 11, The hotel did not charge for the reservation for itinerary number [redacted] We hope the customer understands since they were already refunded for the original hotel reservation Expedia cannot honor the request for the refund for the difference for the new hotel booking Expedia considers this matter as closed and will no longer address this matter any further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
June 23, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] *** We regret to hear Mr [redacted] did not accept our response and/or resolution offered We strive to provide the highest level of customer service, and we’re sorry that Mr [redacted] recent experience did not live up to that expectationWe regret to hear of the long hold time he experienced when contacting Expedia’s Customer Service departmentOur representatives assist with calls in the order they are received and they do their best to minimize hold time, however we have no control of the call volume at any given time The reason we did not provide a phone number for Expedia’s Customer Service Team in the previous response is because the issue was already being addressed by usIf the customer needs to contact Expedia’s Customer Service directly, he can do so at [redacted] Our agents are available hours a day, seven days a week As noted in our previous response, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines It does not own, operate or otherwise run any hotels We hope you understand we must adhere to the policies dictated by the hotels Upon receipt of this Revdex.com submission Expedia forwarded Mr [redacted] complaint to the hotel, requesting compensation on his behalfThe [redacted] management responded stating they will not offer monetary compensation; however, as a gesture of goodwill, they would like to offer a one-night complimentary stay, good for one year (see the attached voucher provided by the [redacted] ***) While we regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, Expedia is unable to provide a refund or compensation regarding this matter 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, [redacted] Tier Customer Service %
May 22, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 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 case number [redacted] ) regarding a vacation packageWe understand she is requesting a refund for a car rental reservation due to an Airline cancellationOur records indicate, on April 05, 2015, Mrs [redacted] called our customer service representative and booked a package reservation for one passenger, departing from Tucson, Arizona, on May 2015, and returning from San Diego, California, on May 2015, with a hotel stay at the [redacted] San Diego, fir a total of $958.04, via itinerary [redacted] On May 09, 2015, Mrs [redacted] called our customer support representative to advise the airline cancelled the first segment of her reservation and she had to rent a car for $150.00, to be able to use the second segmentOur representative advised that the airline did not communicate any schedule changes therefore we are unable to process a refundUpon further research, we called [redacted] on customer’s behalf to investigate the issue and request a refund; [redacted] representative confirmed that the first segment has been cancelled and customer has been notified as she checkonlineThe airline confirmed that customer has been offered alternate flights however Mrs [redacted] did not accept the options offered, they further confirmed that customer has been in contact with a [redacted] agent at 10:am the same dayWhen making a purchase on Expedia.com, or any travel website, the user agrees to the specific rules and restrictions supplied to the purchaser at the time of the reservationAs a travel agency, Expedia is subject to the rules and restrictions of the vendors whose services we sellMrs [redacted] agreed to the terms and conditions and all the details of the package which includes that it is customers responsibility to confirm the fight details hours before departure and Flight details (e.g., aircraft, times), are subject to changeAs Mrs [redacted] did not accept the alternate flights offered by [redacted] and there is no error on Expedia, we are unable to process a refund for the car rental reservationOur goal is to provide not only excellent customer service, but an excellent customer experienceAs a one-time courtesy, we added a $coupon on customers accountOnce signed in on Expedia.com, Mrs [redacted] can access the coupon terms and conditions under the “My Account” tab, then the “View My Coupons” linkWe 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 usSincerely, [redacted] Tier Customer Service
April 18, 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] (Revdex.com case number [redacted] ) regarding a refund Our records indicate that on March 7, 2017, Ms [redacted] booked a seven day car rental online via Expedia.com with [redacted] car rental, picking up on March 15, 2017, and returning on March 22, 2017, itinerary [redacted] We understand from Ms [redacted] ’s complaint she claims that she returned the car a day early and was overcharged in the amount of $and requesting a refund Upon receipt of Ms [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on March 7, 2017, Ms [redacted] contacted Expedia’s customer service department to get assistance with receiving a refund in the amount of $for being overchargedAt that time, our representative advised Ms [redacted] that [redacted] ’s billing department was closed After further researching this matter, we can confirm that on April 17, 2017, Expedia received an invoice showing that Ms [redacted] was refunded for an early return fee in the amount of $Per [redacted] rental car there will be no refunds for early returnsThis information was conveyed to MsWrobelwski on March 18, 2017, via email Based on the above, Expedia is unable to honor Ms [redacted] ’s refund requestAgain, 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
January 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from [redacted] Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a car reservationOur records indicate on November 20, 2016, the customer self-booked a car reservation through the Expedia.com websiteWe understand from the complaint, the customer is requesting a refund for additional charges incurredUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer was advised on the Expedia website: • Your rental may have mandatory, local insurance requirements that result in additional charges at the time of rental .In addition it states: • By selecting to complete this booking I acknowledge that I have read and accept the Rules & Restrictions Opens in a new window., Terms of Use Opens in a new windowand Privacy Policy Opens in a new windowDue to the customer agreeing to the terms and conditions at the time of booking, Expedia is unable to provide the refund as requestedWe 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
Complaint Department Re: Expedia Case #: [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 November 8, 2016, the customer only had two travelers on the flight reservation not four The customer’s original cost for the package reservation for itinerary number: [redacted] in the amount of $1,The total cost of the flight for two travelers was $and the total cost for the hotel was in the amount of $ Expedia refunded the customer for the flight on November 2, 2016, in the amount of and on November 4, 2016, in the amount of $ Expedia refunded the customer for the hotel on October 6, 2016, in the amount of $ The customer’s original cost for the car rental reservation and for the car rental insurance for itinerary number: [redacted] in the amount of $The total cost for the car rental in the amount of $and for the car rental insurance in the amount of $ On October 5, 2016, Expedia refunded the customer for the car and car insurance The timeframe for the refund from Expedia is up to to business days, no weekends/holidays Expedia request that the customer review their billing statements for the refunds in October If the customer has still not received the refunds, Expedia will need a letter head from the customer’s credit card/bank advising the refunds were not issued to the customer’s account We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
August 6, 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 21, 2015, the customer self-booked a hotel using the Expedia.com websiteAccommodations were at the [redacted] from May 23, 2015, to May 25, We understand from the complaint the customer is requesting additional compensationUpon receipt of the Revdex.com submission, we verified on May 23, 2015, the customer contacted Expedia due to upon arrival at the hotel, she was advised the hotel had no reservationAccording to Expedia documentation, [redacted] confirmed the reservation as shown below: • MAY 07:PM PDT • [redacted] • Confirmed • Central Reservations • Reserve On behalf of the customer, Expedia contacted the hotel directly at that time and were advised they had no availabilityOn May 28, 2015, Expedia processed a full refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to [redacted] account depends on how quickly her credit card company processes refundsDespite the customer’s recent experience, we encourage her to continue to use Expedia for her future travel arrangements, thereby allowing us the opportunity to restore her faith in our companyWe have provided her online Expedia account with a $Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for her next qualified reservation, and it is valid until one year from the date of this letterSince there was no error on Expedia’s part, and the entire hotel stay was utilized in full, no refunds or compensation will be offered from Expedia.com regarding this matterAgain, 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 usSincerely, Lisa S [redacted] Tier Customer Service
May 15, Revdex.comE.com - Alaska, 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 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 youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund for the cancellation penalty charged for her hotel reservations On April 22, 2015, Expedia advocated on the behalf of Ms [redacted] with the hotelAt the time, Expedia was advised the hotel would need to further investigate if a refund could be processed for the cancellation penalty On May 15, 2015, Expedia confirmed with the [redacted] that the cancellation penalty of $1,would be waived, and Expedia received permission to process a full refundAt that time, Expedia processed a refund in the amount of $1,back to the customer’s original form of paymentThe time it takes to post the refund to Ms [redacted] account depends on how quickly her credit card company processes refunds We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I booked the hotel on the sixth of october after the 5th I never stayed at the hotel so how can you charge me on the 6th if the hotels were supposed to be cancelled on the 5th I was lied to by the expedia staff and if I could have got in contact with the hotel I never would have been charged I understand expedia is a third party but I inserted my card information on your website so expedia should have some responsibility if not then why did they have hotels on there website that could not be booked people use your site to book reservations it was a hurricane and the hotels took advantage of expedia website to get money from people trying to escape hurricane matthew I lost $and expedia has no care that my money was taken I work hard for the little money I get and I have a family that needed the money during the hurricaneSincerely, [redacted]
February 15, Revdex.com Expedia – DuPont, WA 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 a refund We understand from Ms [redacted] ’s complaint that she attempted to purchase a vacation package online via Expedia.com and received several error messages and found out that her account was charged three separate times in the amount of $1,and is requesting a refund and for Expedia to provide her a discounted rate Our records indicate the on February 9, 2018, Ms [redacted] or an authorized user of the account contacted Expedia’s customer service department for assistance with making a reservationAt that time, our representative advised Ms [redacted] that her card has been authorized and will fall off as there were no reservations booked Each time a purchase is attempted on Expedia.com, a credit card authorization is made to verify that the account has funds available for the purchase When a payment is unsuccessful, the credit card company or banking institution creates a temporary hold on the fundsMost authorizations fall off within hours, however, each bank or credit card company policy is differentIf any authorizations remain on Ms [redacted] ’s credit card for these purchases, we are happy to assist you with contacting the credit card company or banking institution Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, LaToya J [redacted] Corporate Customer Service