November 19, 2015Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Better Business Bureau allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a recently flight reservationWe understand the customer is requesting a refund of the ticketsOn November 19, we contact Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumer.Our records reflect that on October 20, 2015, an agent assisted the customer with booking a flight reservation with ExpediaThe flights operated by American Airlines were scheduled to depart on December 19, and return on January 3, The customer also purchased “Flight Cancelation” InsuranceExpedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs American Airlines was the merchant of record and the company that charged your credit card, we have to abide by their rules and regulationsBased on these fare rules, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedIn addition, the Flight Cancelation Insurance provided for coverage the customer needed to change his travel plans; the trip cancellation insurance would allow the customer to reschedule without penalty for covered reasons.We have confirmed that during the booking of the reservation, the agent did advise Mr [redacted] that as an active military personnel, his ticket would be fully refunded if canceledThe agent then explained that due to Mr [redacted] traveling companion not being involved in the military, her ticket was non-refundableWe apologize for the error that was made.As a one-time courtesy, Expedia will issue a refund for Mr [redacted] ticketsOn November 19, 2015, a refund in the amount of $was processed to the customer’s original form of paymentThe time it takes to post the refund to Mr [redacted] account depends on how quickly his credit card company processes refunds.In regards to Mr [redacted] traveling companion’s ticket [redacted] is our administrator for assistance and can be reached by calling [redacted] .We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Tier Customer Service
November 9, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding an inquiry about an advertised offer on Expedia.com’s booking site Ms [redacted] states she was attempting to book flights from Monterey CA to New York, NY she saw a banner advertising free flights if a room was booked but she didn’t feel she was getting that pricing break when she attempted to book a room/flight bundle Special discounts are, at times negotiated with hotels and airlines that allow Expedia to offer this deal When a customer clicks on the promotioal banner ad they are taken to the hotel page and then will see a matching banner above the hotel(s), that are currently making this offer The banner above the hotel will say “book this and save 100% on your flight” Only the hotel(s) with this banner are offering the free flight option A current review of our site shows that the Four Seasons Hotel New York currently has this offer available The Giles hotels the customer mentions do not have this promotion offered at this time Hotels and airline bookings are linked directly to their live inventory sites and they limit the number of of discounted packages available As the discounted inventory sells out,the pricing will no longer reflect the free flight price Expedia’s terms of use expressely states pricing is not guaranteed until booked and payment is accepted Expedia regrets the inconvenience ad confusion this matter caused Ms [redacted] 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, Rosanne G [redacted] Tier Customer Service
August 25, 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: I have not received the refund from ExpediaTo clear any confusion, in their response, Expedia made reference to a credit card company, however, the payment was made with my Wells Fargo debit cardIt has now been sixteen days, and my bank (Wells Fargo) said the hold up is not the bank processing the refundThey said it is Expedia Sincerely, [redacted] ***
September 25, 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service %
June 4, 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOur records reflect that on May 8, 2015, Mrs [redacted] booked a one-way flight from Houston, Texas to StLouis, Missouri, traveling on May 19, We understand from Mrs [redacted] complaint that she arrived at the airport on May 19, 2015, and was informed that her as her ticket could not be locatedShe stated that the ticket had been changed from [redacted] to [redacted] On May 4, 2015, we contacted [redacted] on Mrs [redacted] behalf to inquire about her ticketWe were told that her flight had been delayed over a half hour which would have caused a misconnectionAs a result, they agreed to offer Mrs [redacted] a full refund to her original form of paymentShe can expect her refund to arrive in her account in seven to ten business days per [redacted] 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 usSincerely, [redacted] Tier Customer Service
February 18, 2018Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the 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 flight reservationWe understand from the customers complaint she is requesting a refund of the credit of the reservation.Upon further investigation we have deactivated the $coupon offered to you and issued a refund of $to the original form of paymentWe 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,Alene W***Corporate Customer Service
December 15, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Better Business Bureau allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding her recent flight reservationWe understand the customer is requesting refund of the flight reservation.Our records reflect that on December 4, the customer self-booked a package reservation that included roundtrip flight reservationsThe customers departure flights were operated by Spirit Airlines and scheduled to depart from Las Vegas, NV to Chicago, IL on December 11, The customers return flights were scheduled to return on December 13, 2017.When reviewing our documentation we are able to verify that the customer called customer service on December 5, and our agent assisted with booking a return flightThis flight was booked since we confirmed with the airlines that due to a system error the customer did not have a return flightDue to the inconvenience the customer was already was refunded for this return flightWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
May 6, 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 April 18, we received the receipt of her Revdex.com complaint Our records reflect on April 13, 2016, the customer self-booked a hotel reservation, using Expedia.com The hotel stay was at the Ocean Dunes Resort & Villas, chedate April 14, 2016, check-out date April 16, The customer is stating that once she arrived at the hotel, it was not what it looked like online Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Upon further researching this matter, we can confirm on April 14, 2016, the customer contacted Expedia, advising the hotel was not clean and has no power in part of the room Our agent contacted the hotel, who advised they will refund the customer for the unused nights; however will be charging her for the first night stayOur agent advised the customer, she agreed Expedia regrets any inconvenience that may have occurred and would like to assure you that your business is important to us We appreciate the opportunity to address this issueAs a one-time courtesy, Expedia will refund the customer in the amount of $ The timeframe will be to business days 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, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have obtained and attached a copy of the confirmation that Expedia has requested in their response to my complaint ***Supporting documentation redacted by Revdex.com staf*Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The refund amount is lower than what I was advised I would be receiving back by different representativesThey advised my refund would be $300+ dollars for this nights stayI want the full amount refunded to me, if we were on a recorded line please check the transcripts and verify the communications I received from the representatives Sincerely, [redacted]
Revdex.com: Since all of the conversations were recorded by Expedia, they can listen to any and all voice conversations between me and their representative and hear that I was told that JetBlue owns the rights to the flights not Azul AirlinesMe being a customer and Expedia being the lliason between the purchase it was their responsibility to notify me of any additional travel needs such as passport or TOURISTIC vsa which they did not which is offense #1, secondly if JetBlue doesn't own rights to the flights why would their employee tell me that that's is not acceptable because now when I want to change my trip their saying I have to use Azul Airlines which does not service the NYC district of the USASo basically I'm completely out of my money which to me is bogusI just want my money back or them to fund me my money to a new travel destination with no further chargeAny other response isn't helpfulI have days before my travel and I don't have a place to go because my money is practically in limboI want a Expedia credit for all of what I paid to where ever I want, or my money back or somethingTheir employee lied to me and me trusting them because their suppose to be a credible source bow their saying they can't honor what he told meSo what am I to do?I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is unsatisfactory to meSincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI understand the pricing changes all the time Yet when I looked back online it was showing the lower price, why did I have to pay the higher price when it was showing lower onlineI also think I should've gotten an answer faster for the coupon, that also upset meThere was no reason for it to take that long.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The issue is not the creditThe issue is that I could not use the credit and get the fair advertised by Expedia.comBasically, when I tried to use the credit, I was told the airfare was not the one on the website, but it was $higherIt is not a hard concept to understand, but Expedia for some reason does not seem to get it.Sincerely, [redacted]
January 29, 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 an Expedia Price Guarantee price difference Our records indicate that on January 17, 2017, Mr [redacted] or an authorized user of his account purchased a non-refundable, round-trip ticket via Expedia.com, departing on April 6, 2017, from San Diego, California, travelling to Chicago, Illinois, and returning on April 9, 2017, via American Airlines itinerary [redacted] We understand from Mr [redacted] complaint that he found a lower price via United Airlines in the amount of $and is requesting a refund of the difference Upon receipt of Ms [redacted] complaint, we investigated the issues which were brought to our attentionWe can confirm that on January 25, 2017, Mr [redacted] contacted Expedia’s customer service department via email regarding a lower rate he found on United Airlines and requested a refundOur representative advised Mr [redacted] via email that prices are subject to change and are not guaranteed until the purchase is complete After further researching this issue, we can confirm that Mr [redacted] brought this matter to our attention again on January 27, 2017, and requested a refund a refund of the difference in price againOur representative advised Mr [redacted] that Expedia’s Best Price Guarantee must be filed via Expedia.com within hours of the original purchase The following rules and regulations are associated with Expedia’s Best Price Guarantee: · Expedia's Price Guarantee covers flights, hotels, vacation packages, cruises, rental cars, and activities What it meansIf you find a cheaper, identical flight, vacation package, cruise, rental car, or activity within hours of booking, or a cheaper, identical hotel up to days before your standalone hotel chedate, we'll refund the difference and give you a USDExpedia travel coupon Before you submit your claim, answer the following questions: · Did you book your flight, vacation package, cruise, rental car, or activity on Expedia in the last hours? · Standalone hotel bookings only: Is today's date at least days before the chedate? · Are the travel / sail dates the same? · Did you find the lower price on a website in English? · Is the lower price quoted in US dollars? · Is the airline or cruise line the same? · Is the room type or fare class the same? · Is the cancellation policy the same? If you answered "Yes" to all of these questions and wish to receive your refund, then you will need to: Have your itinerary number ready Fill out our Price Guarantee Application Submit your claim Based on the above, Expedia is unable to honor Mr [redacted] 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
April 27, 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 Our records indicate the on March 3, 2017, Ms [redacted] or an authorized user of her account purchased two one-way tickets online via Expedia.com, departing on April 13, 2017, from Newark, New Jersey, via United Airline itinerary and returning on April 16, 2017, via Spirit Airline itinerary [redacted] We understand from Ms [redacted] ’s complaint that she claims that she cancelled her reservation within hours and assumed her entire reservation was cancelled, and is now requesting a refund for the ticket that was not cancelled Upon receipt of Ms [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on April 18, 2017, Ms [redacted] contacted Expedia’s customer service department to get assistance with her reservationMs [redacted] advised our representative that she cancelled her reservation within hours of bookingAt that time, our representative advised Ms [redacted] that her United Airline reservation was cancelled and her Spirit Airline flight was not cancelledOur representative contacted Spirit Airline and advocated on Ms [redacted] ’s behalf to see if they would allow a refundOur representative was advised that Ms [redacted] was listed as a “No Show” and they will be following their cancellation /change policy Prior to purchasing the reservation, Ms [redacted] was provided with the airline’s rules and regulations associated with her reservationThe following rules and regulations pertaining to cancellation were provided to Ms [redacted] , both at the time of booking and on the Expedia.com email confirmation of her travel itinerary: "Tickets are nonrefundable.” · Your roundtrip flight consists of two one-way fares which are subject to their own rules and restrictionsIf one of your flights is changed or cancelled, it will not automatically change the other flightYou may incur a penalty fee for each flight for additional itinerary changes Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providersSpirit Airline was the operating carrier on the itineraryWe hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies 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
July 20, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding an activity reservation We understand Mr [redacted] is requesting a refundOn July 19, 2017, we received receipt of the Revdex.com complaint Our records reflect on June 4, 2017, the customer self-booked an activity reservation for a 1-Day Admission Ticket- [redacted] Hollywood, via itinerary number [redacted] The customer is stating that they encountered a site error while booking the reservationThe customer is stating that they booked for [redacted] Orlando and not for [redacted] Hollywood Upon further researching this matter, we can confirm on June 16, 2017, the customer contacted Expedia via emailThe customer advised that they encountered a site error while booking the reservationThe customer advised that they purchased the correct reservation directly with the vendorThe customer requested the refundExpedia advised that the reservation was nonrefundable Expedia contacted the vendor on behalf of the customer; they advised that they will not authorize the refund Please note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, activities, and airlines and is subject to the rules and restrictions of those providersWe do not set any policies related to refundsWe hope the customer understand that we must adhere to the policies of the vendor in this case Furthermore, when finalizing the reservation on Expedia.com, the customer agreed to Expedia’s Terms of UseThe Expedia’s Terms of Use explicitly state as follows: The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia CompaniesExpedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death , property damage, or other damages or expenses resulting there formExpedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages Based on the above, Expedia is unable to honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
October 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 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 [redacted] is requesting to change the flight times or a refundOn October 24, 2016, we received receipt of the Revdex.com complaint Our records reflect on October 23, 2016, the customer self-booked a flight reservationTravel is on Delta Airlines, departing November 17, 2016, from StLouis, Missouri to Bozeman, Montana; returning on November 24, 2016, from Bozeman, Montana to StLouis, MissouriItinerary number: [redacted] The customer is stating they encountered an error while booking the flight reservationThe customer is stating they entered a specific flight times; however the flight time are different Upon further researching this matter, we have no record the customer contacted Expedia Expedia was able to review the customer’s booking session that was made on October 23, The customer selected the Expedia Bargain Fare and our site did advised the customer that the flights are schedule to depart sometime between 6am and 10pmExact flight detail will be available in the customer’s itinerary after the booking Our site did advise the customer that the ticket was nonrefundable, non-transferable and cannot be canceled or changed Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservationThis gives Expedia the opportunity to provide an appropriate resolution Delta Airlines is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia Expedia must adhere to the airline policyExpedia cannot honor the request to change or refund the ticket Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue 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 Station Drive, SteDuPont, WA Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mrs [redacted] We regret to hear the customer did not accept our response and/or resolution offeredWe understand Mrs [redacted] is requesting a refund of one night stay at the hotel The [redacted] & Spa All InclusiveMrs [redacted] used our online system to book her packageWhen Mrs [redacted] selected the hotel from the search result page and before choosing the room type; all the hotels’ policies were displayed which includes that guests staying on Saturday night may need to change unitsWe have attached a screenshot of this information displayed on Expedia.com upon selecting the hotelAll the hotel’s terms and conditions were displayed again before payment submissionAs 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 the details of the hotel reservation upon submitting the payment.Unfortunately, we are unable to offer a compensation for the inconvenience of changing the unit as this was the hotels policyWe 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, Linda L [redacted] Tier Customer Service
August 22, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand [redacted] is requesting a refundOn August 14, 2017, we received receipt of the Revdex.com complaint Our records reflect on August 13, 2017, the customer self-booked a hotel reservation at the Red Roof Plus Nashville North-Goodlettsville with a chedate of August 13, 2017, and a check-out date of August 14, 2017, via itinerary number [redacted] The customer is stating that did not receive the confirmation for the reservation and rebook the reservation; however the customer has not received the refund for the original reservation Upon further researching this matter, we can confirm on August 14, 2017, the customer contacted Expedia requesting to cancel and process the refundExpedia advised that the reservation was nonrefundable and contacted the hotel on the customer’s behalfThe hotel authorized the refund Expedia processed the refund of $to the original form of paymentIt typically takes 3-business days for the refund, such as this, to appear on the account Please note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, nor do we set any policies related to refundsWe hope you understand that we must adhere to the policies of the hotel in this case We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
November 19, 2015Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Better Business Bureau allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a recently flight reservationWe understand the customer is requesting a refund of the ticketsOn November 19, we contact Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumer.Our records reflect that on October 20, 2015, an agent assisted the customer with booking a flight reservation with ExpediaThe flights operated by American Airlines were scheduled to depart on December 19, and return on January 3, The customer also purchased “Flight Cancelation” InsuranceExpedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs American Airlines was the merchant of record and the company that charged your credit card, we have to abide by their rules and regulationsBased on these fare rules, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedIn addition, the Flight Cancelation Insurance provided for coverage the customer needed to change his travel plans; the trip cancellation insurance would allow the customer to reschedule without penalty for covered reasons.We have confirmed that during the booking of the reservation, the agent did advise Mr [redacted] that as an active military personnel, his ticket would be fully refunded if canceledThe agent then explained that due to Mr [redacted] traveling companion not being involved in the military, her ticket was non-refundableWe apologize for the error that was made.As a one-time courtesy, Expedia will issue a refund for Mr [redacted] ticketsOn November 19, 2015, a refund in the amount of $was processed to the customer’s original form of paymentThe time it takes to post the refund to Mr [redacted] account depends on how quickly his credit card company processes refunds.In regards to Mr [redacted] traveling companion’s ticket [redacted] is our administrator for assistance and can be reached by calling [redacted] .We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Tier Customer Service
November 9, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding an inquiry about an advertised offer on Expedia.com’s booking site Ms [redacted] states she was attempting to book flights from Monterey CA to New York, NY she saw a banner advertising free flights if a room was booked but she didn’t feel she was getting that pricing break when she attempted to book a room/flight bundle Special discounts are, at times negotiated with hotels and airlines that allow Expedia to offer this deal When a customer clicks on the promotioal banner ad they are taken to the hotel page and then will see a matching banner above the hotel(s), that are currently making this offer The banner above the hotel will say “book this and save 100% on your flight” Only the hotel(s) with this banner are offering the free flight option A current review of our site shows that the Four Seasons Hotel New York currently has this offer available The Giles hotels the customer mentions do not have this promotion offered at this time Hotels and airline bookings are linked directly to their live inventory sites and they limit the number of of discounted packages available As the discounted inventory sells out,the pricing will no longer reflect the free flight price Expedia’s terms of use expressely states pricing is not guaranteed until booked and payment is accepted Expedia regrets the inconvenience ad confusion this matter caused Ms [redacted] 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, Rosanne G [redacted] Tier Customer Service
August 25, 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: I have not received the refund from ExpediaTo clear any confusion, in their response, Expedia made reference to a credit card company, however, the payment was made with my Wells Fargo debit cardIt has now been sixteen days, and my bank (Wells Fargo) said the hold up is not the bank processing the refundThey said it is Expedia Sincerely, [redacted] ***
September 25, 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service %
June 4, 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOur records reflect that on May 8, 2015, Mrs [redacted] booked a one-way flight from Houston, Texas to StLouis, Missouri, traveling on May 19, We understand from Mrs [redacted] complaint that she arrived at the airport on May 19, 2015, and was informed that her as her ticket could not be locatedShe stated that the ticket had been changed from [redacted] to [redacted] On May 4, 2015, we contacted [redacted] on Mrs [redacted] behalf to inquire about her ticketWe were told that her flight had been delayed over a half hour which would have caused a misconnectionAs a result, they agreed to offer Mrs [redacted] a full refund to her original form of paymentShe can expect her refund to arrive in her account in seven to ten business days per [redacted] 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 usSincerely, [redacted] Tier Customer Service
February 18, 2018Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the 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 flight reservationWe understand from the customers complaint she is requesting a refund of the credit of the reservation.Upon further investigation we have deactivated the $coupon offered to you and issued a refund of $to the original form of paymentWe 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,Alene W***Corporate Customer Service
December 15, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Better Business Bureau allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding her recent flight reservationWe understand the customer is requesting refund of the flight reservation.Our records reflect that on December 4, the customer self-booked a package reservation that included roundtrip flight reservationsThe customers departure flights were operated by Spirit Airlines and scheduled to depart from Las Vegas, NV to Chicago, IL on December 11, The customers return flights were scheduled to return on December 13, 2017.When reviewing our documentation we are able to verify that the customer called customer service on December 5, and our agent assisted with booking a return flightThis flight was booked since we confirmed with the airlines that due to a system error the customer did not have a return flightDue to the inconvenience the customer was already was refunded for this return flightWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
May 6, 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 April 18, we received the receipt of her Revdex.com complaint Our records reflect on April 13, 2016, the customer self-booked a hotel reservation, using Expedia.com The hotel stay was at the Ocean Dunes Resort & Villas, chedate April 14, 2016, check-out date April 16, The customer is stating that once she arrived at the hotel, it was not what it looked like online Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Upon further researching this matter, we can confirm on April 14, 2016, the customer contacted Expedia, advising the hotel was not clean and has no power in part of the room Our agent contacted the hotel, who advised they will refund the customer for the unused nights; however will be charging her for the first night stayOur agent advised the customer, she agreed Expedia regrets any inconvenience that may have occurred and would like to assure you that your business is important to us We appreciate the opportunity to address this issueAs a one-time courtesy, Expedia will refund the customer in the amount of $ The timeframe will be to business days 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, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have obtained and attached a copy of the confirmation that Expedia has requested in their response to my complaint ***Supporting documentation redacted by Revdex.com staf
*Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The refund amount is lower than what I was advised I would be receiving back by different representativesThey advised my refund would be $300+ dollars for this nights stayI want the full amount refunded to me, if we were on a recorded line please check the transcripts and verify the communications I received from the representatives Sincerely, [redacted]
Revdex.com: Since all of the conversations were recorded by Expedia, they can listen to any and all voice conversations between me and their representative and hear that I was told that JetBlue owns the rights to the flights not Azul AirlinesMe being a customer and Expedia being the lliason between the purchase it was their responsibility to notify me of any additional travel needs such as passport or TOURISTIC vsa which they did not which is offense #1, secondly if JetBlue doesn't own rights to the flights why would their employee tell me that that's is not acceptable because now when I want to change my trip their saying I have to use Azul Airlines which does not service the NYC district of the USASo basically I'm completely out of my money which to me is bogusI just want my money back or them to fund me my money to a new travel destination with no further chargeAny other response isn't helpfulI have days before my travel and I don't have a place to go because my money is practically in limboI want a Expedia credit for all of what I paid to where ever I want, or my money back or somethingTheir employee lied to me and me trusting them because their suppose to be a credible source bow their saying they can't honor what he told meSo what am I to do?I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is unsatisfactory to meSincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI understand the pricing changes all the time Yet when I looked back online it was showing the lower price, why did I have to pay the higher price when it was showing lower onlineI also think I should've gotten an answer faster for the coupon, that also upset meThere was no reason for it to take that long.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The issue is not the creditThe issue is that I could not use the credit and get the fair advertised by Expedia.comBasically, when I tried to use the credit, I was told the airfare was not the one on the website, but it was $higherIt is not a hard concept to understand, but Expedia for some reason does not seem to get it.Sincerely, [redacted]
January 29, 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 an Expedia Price Guarantee price difference Our records indicate that on January 17, 2017, Mr [redacted] or an authorized user of his account purchased a non-refundable, round-trip ticket via Expedia.com, departing on April 6, 2017, from San Diego, California, travelling to Chicago, Illinois, and returning on April 9, 2017, via American Airlines itinerary [redacted] We understand from Mr [redacted] complaint that he found a lower price via United Airlines in the amount of $and is requesting a refund of the difference Upon receipt of Ms [redacted] complaint, we investigated the issues which were brought to our attentionWe can confirm that on January 25, 2017, Mr [redacted] contacted Expedia’s customer service department via email regarding a lower rate he found on United Airlines and requested a refundOur representative advised Mr [redacted] via email that prices are subject to change and are not guaranteed until the purchase is complete After further researching this issue, we can confirm that Mr [redacted] brought this matter to our attention again on January 27, 2017, and requested a refund a refund of the difference in price againOur representative advised Mr [redacted] that Expedia’s Best Price Guarantee must be filed via Expedia.com within hours of the original purchase The following rules and regulations are associated with Expedia’s Best Price Guarantee: · Expedia's Price Guarantee covers flights, hotels, vacation packages, cruises, rental cars, and activities What it meansIf you find a cheaper, identical flight, vacation package, cruise, rental car, or activity within hours of booking, or a cheaper, identical hotel up to days before your standalone hotel chedate, we'll refund the difference and give you a USDExpedia travel coupon Before you submit your claim, answer the following questions: · Did you book your flight, vacation package, cruise, rental car, or activity on Expedia in the last hours? · Standalone hotel bookings only: Is today's date at least days before the chedate? · Are the travel / sail dates the same? · Did you find the lower price on a website in English? · Is the lower price quoted in US dollars? · Is the airline or cruise line the same? · Is the room type or fare class the same? · Is the cancellation policy the same? If you answered "Yes" to all of these questions and wish to receive your refund, then you will need to: Have your itinerary number ready Fill out our Price Guarantee Application Submit your claim Based on the above, Expedia is unable to honor Mr [redacted] 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
April 27, 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 Our records indicate the on March 3, 2017, Ms [redacted] or an authorized user of her account purchased two one-way tickets online via Expedia.com, departing on April 13, 2017, from Newark, New Jersey, via United Airline itinerary and returning on April 16, 2017, via Spirit Airline itinerary [redacted] We understand from Ms [redacted] ’s complaint that she claims that she cancelled her reservation within hours and assumed her entire reservation was cancelled, and is now requesting a refund for the ticket that was not cancelled Upon receipt of Ms [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on April 18, 2017, Ms [redacted] contacted Expedia’s customer service department to get assistance with her reservationMs [redacted] advised our representative that she cancelled her reservation within hours of bookingAt that time, our representative advised Ms [redacted] that her United Airline reservation was cancelled and her Spirit Airline flight was not cancelledOur representative contacted Spirit Airline and advocated on Ms [redacted] ’s behalf to see if they would allow a refundOur representative was advised that Ms [redacted] was listed as a “No Show” and they will be following their cancellation /change policy Prior to purchasing the reservation, Ms [redacted] was provided with the airline’s rules and regulations associated with her reservationThe following rules and regulations pertaining to cancellation were provided to Ms [redacted] , both at the time of booking and on the Expedia.com email confirmation of her travel itinerary: "Tickets are nonrefundable.” · Your roundtrip flight consists of two one-way fares which are subject to their own rules and restrictionsIf one of your flights is changed or cancelled, it will not automatically change the other flightYou may incur a penalty fee for each flight for additional itinerary changes Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providersSpirit Airline was the operating carrier on the itineraryWe hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies 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
July 20, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding an activity reservation We understand Mr [redacted] is requesting a refundOn July 19, 2017, we received receipt of the Revdex.com complaint Our records reflect on June 4, 2017, the customer self-booked an activity reservation for a 1-Day Admission Ticket- [redacted] Hollywood, via itinerary number [redacted] The customer is stating that they encountered a site error while booking the reservationThe customer is stating that they booked for [redacted] Orlando and not for [redacted] Hollywood Upon further researching this matter, we can confirm on June 16, 2017, the customer contacted Expedia via emailThe customer advised that they encountered a site error while booking the reservationThe customer advised that they purchased the correct reservation directly with the vendorThe customer requested the refundExpedia advised that the reservation was nonrefundable Expedia contacted the vendor on behalf of the customer; they advised that they will not authorize the refund Please note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, activities, and airlines and is subject to the rules and restrictions of those providersWe do not set any policies related to refundsWe hope the customer understand that we must adhere to the policies of the vendor in this case Furthermore, when finalizing the reservation on Expedia.com, the customer agreed to Expedia’s Terms of UseThe Expedia’s Terms of Use explicitly state as follows: The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia CompaniesExpedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death , property damage, or other damages or expenses resulting there formExpedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages Based on the above, Expedia is unable to honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
October 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 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 [redacted] is requesting to change the flight times or a refundOn October 24, 2016, we received receipt of the Revdex.com complaint Our records reflect on October 23, 2016, the customer self-booked a flight reservationTravel is on Delta Airlines, departing November 17, 2016, from StLouis, Missouri to Bozeman, Montana; returning on November 24, 2016, from Bozeman, Montana to StLouis, MissouriItinerary number: [redacted] The customer is stating they encountered an error while booking the flight reservationThe customer is stating they entered a specific flight times; however the flight time are different Upon further researching this matter, we have no record the customer contacted Expedia Expedia was able to review the customer’s booking session that was made on October 23, The customer selected the Expedia Bargain Fare and our site did advised the customer that the flights are schedule to depart sometime between 6am and 10pmExact flight detail will be available in the customer’s itinerary after the booking Our site did advise the customer that the ticket was nonrefundable, non-transferable and cannot be canceled or changed Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservationThis gives Expedia the opportunity to provide an appropriate resolution Delta Airlines is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia Expedia must adhere to the airline policyExpedia cannot honor the request to change or refund the ticket Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue 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 Station Drive, SteDuPont, WA Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mrs [redacted] We regret to hear the customer did not accept our response and/or resolution offeredWe understand Mrs [redacted] is requesting a refund of one night stay at the hotel The [redacted] & Spa All InclusiveMrs [redacted] used our online system to book her packageWhen Mrs [redacted] selected the hotel from the search result page and before choosing the room type; all the hotels’ policies were displayed which includes that guests staying on Saturday night may need to change unitsWe have attached a screenshot of this information displayed on Expedia.com upon selecting the hotelAll the hotel’s terms and conditions were displayed again before payment submissionAs 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 the details of the hotel reservation upon submitting the payment.Unfortunately, we are unable to offer a compensation for the inconvenience of changing the unit as this was the hotels policyWe 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, Linda L [redacted] Tier Customer Service
August 22, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand [redacted] is requesting a refundOn August 14, 2017, we received receipt of the Revdex.com complaint Our records reflect on August 13, 2017, the customer self-booked a hotel reservation at the Red Roof Plus Nashville North-Goodlettsville with a chedate of August 13, 2017, and a check-out date of August 14, 2017, via itinerary number [redacted] The customer is stating that did not receive the confirmation for the reservation and rebook the reservation; however the customer has not received the refund for the original reservation Upon further researching this matter, we can confirm on August 14, 2017, the customer contacted Expedia requesting to cancel and process the refundExpedia advised that the reservation was nonrefundable and contacted the hotel on the customer’s behalfThe hotel authorized the refund Expedia processed the refund of $to the original form of paymentIt typically takes 3-business days for the refund, such as this, to appear on the account Please note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, nor do we set any policies related to refundsWe hope you understand that we must adhere to the policies of the hotel in this case We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service