July 22, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is writing concerning a flight change error made by ExpediaOn July 22, we contacted the customer to acknowledge receipt of their Revdex.com complaint and requested additional information Our records indicate Ms [redacted] contacted Expedia to request assistance in re-booking flights and one ticket was booked for an incorrect date The customer had to pay an extra fee at the counter to correct the ticketing error and has been attempting to acquire a refund of the fees She was asked to provide, by fax, a proof of payment for the additional change fees she paid out of pocket, but the fax would not go through In speaking with Ms [redacted] on July 22, she has stated she contacted her credit card company and disputed the charge However, as the airlines would be the merchant of record for the tickets, and the error was not theirs, they will no doubt deny her dispute and the funds will be returned to them Expedia has determined this was an error on the part of our agent and we regret the inconvenience this issue caused our customer and that resolving the matter has been difficult for her Ms [redacted] did provide me with case numbers ( [redacted] ) that gave access to the previous agent’s research and emails with her Expedia is requesting that she attach a copy of her credit card statement, showing additional fees, to this case as a rebuttal, and return it to us so we may refund her the disputed amount We regret that we must ask this of her, however for accounting purposes we must show proof of her loss to process the refund Once we receive the requested receipt we will contact her to assure the refund is made Expedia regrets the service Ms [redacted] received was less than satisfactory Comments such as hers are read by numerous people within Expedia and help shape our policies and practices It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available We would like to assure her that her business is important to us As a courtesy, we have provided her online permanent Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within her account registered under [redacted] @yahoo.comWe hope she will allow us the opportunity to improve upon her experience in the future We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
March 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, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on March 29, 2015, Ms [redacted] booked an Expedia Vacation Package which included roundtrip flights, a hotel stay, a Grand Canyon tour and travel insurance We understand from her complaint that Ms [redacted] canceled her original booking and was left with a credit from the airlineWhen re-booking, Ms [redacted] would be charged a re-booking fee that was refundable because she had purchased travel insuranceAccording to MsRay, she re-booked her flights and paid the re-booking fee, but has not received the refund that she was assured After review, we can confirm that Ms [redacted] canceled her original booking on May 18, 21015, and received a full refund for the hotel and Grand Canyon tourAfter further review, we see a booking dated January 21, for Ms [redacted] which included a three-night stay at the Majestic Colonial Punta Cana and a car rental from February 27, 2016, through March 1, Ms [redacted] paid $1,for this packageShe states that $of this amount was for re-booking her canceled flights and she would like Expedia to process a refund for this amount According to our records, the package booked by Ms [redacted] on January 21, 216, did not include flights or a re-booking of the canceled flightsAs such, Expedia is unable to honor her request of a refundIf there is another itinerary number that we may reference that included the re-booked flights, please advise and we will be happy to review We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
January 31, Revdex.com Expedia.com – Dallas and Northeast Texas Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding advertising issues Upon researching the customer’s complaint, we were unable to find a hotel itinerary related to the information stated in the complaint provided by Mr [redacted] Please provide the full itinerary number and or other email address used to book the reservation for further research We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: There are clear differences the biggest being that EVERY time you move to book a trip – the price changed They keep stating that it is moving, however I can/could go back in over next several hours and the published price while comparing rates was never the same as when you proceed to book The published rates stayed the same The staff stated that the price sometimes changes – which I now assume is previous complaints I am not disputing that the price when I checked out was not stated – it was just completely wrong from when I went in to book and the published rate I believed I was purchasing at.Sincerely, [redacted]
May 18, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
June 19, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationUpon receipt of the Revdex.com submission, we have verified this matter has been resolvedOn June 3, 2015, the customer booked a hotel reservation utilizing the $Travel couponWe apologize for any inconvenience that may have occurredIf Mr [redacted] issue has still not been resolved, please feel free to contact us and we will assist in resolving this matterWe 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, [redacted] Tier Customer Service
February 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand the customer is seeking compensation and/or a refund of their flight reservation due to an airline-initiated schedule change Our records indicate on June 16, 2015, the customer self-booked a flight reservation via Expedia’s website, itinerary number [redacted] Flights were on Singapore Airlines, departing San Francisco, California to Male, The Maldives on January 14, 2016, and returning on January 20, From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyAs Expedia serves as a third party intermediary, we give the customer the capability to choose the dates, flights, and airlines of their choice Each airline has its own specific set of policies and procedures as does each ticket purchasedSingapore Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card) The airlines issue schedule changes and these changes are unrelated to the type of ticket purchased or the company from which you bought your ticketIn fact, travel intermediaries are rarely informed as to why the changes are madeTypically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or maintenance issuesAn involuntary airline schedule change can include a change in flight numbers, departure and arrival times or operating equipment At that time the airline took over control of the customer’s ticket and Expedia no longer had access to make any modifications As the schedule changes were initiated by the airline, and since Expedia is not the merchant of record, we are unable to offer the requested refund 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, Britt M [redacted] Tier Customer Service
October 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on February 223, 2015, Ms [redacted] booked a flight for travel January 2, 2015, through January 9, Regrettably, on June 22, 2015, she had to cancel her flight and was issued an airline credit valued at $ Ms [redacted] contacted our office to apply her credit towards the cost of a new flight on September 14, According to our records, there were technical issues on our end that affected our ability to process her request at the timeMs [redacted] was transferred to various agents and ultimately unable to book the flight she wanted at the price that she viewed onlineAs a result, she is requesting a refund of $482.60, the cost of her ticket On October 7, 2015, we contacted Ms [redacted] via telephone and apologized for the issues that were mentioned in her complaintShe informed us that she ended up booking the flight that wanted through a different company due to our inability to assist her at the time of her calls to our office After giving the matter full consideration, we agreed to process a refund to Ms [redacted] for the inconvenienceA refund in the amount of $was issued on October 7, Refunds like this typically take 3-business days to post to individual accounts, depending on how quickly her credit card company processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
April 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Mr [redacted] is requesting to receive compensation On March 3, we received the receipt of the Revdex.com complaint Our records reflect on February 22, 2016, the customer self-booked a package reservation, using Expedia.com Travel is on Spirit Airlines, departing May 14, 2016, from Dallas, Fort Worth Texas to San Jose Del Cabo, BaCalifornia; returning on May 17, 2016, from San Jose Del Cabo, BaCalifornia to Dallas, Fort Worth Texas The hotel stay is at the Pueblo Bunito Sunset Beach Resort & Spa All Inclusive, chedate May 14, 2016, check-out date May 17, Also included is transportation from the San Jose Del Cabo, BaCalifornia airport to the hotel, starting May 14, The customer is stating, they were over charged for the package reservation The customer received a confirmation email advising a total price of $1,664.35; however his credit card was charged in the amount of $1, The customer is stating they would like to be compensated, due to the time spent trying to receive the refund for the difference 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 February 25, 2016, the customer contacted Expedia via email, advising of a discrepancy in the amount they were charged for the package The customer advised they confirmed the price in the amount of $1,664.35, before and after purchasing their reservation; however their credit card was charged in the amount of $1, The customer advised the difference of $19.92, is a small amount; however did not agree with being charged the extra amount The customer requested the refund of the $ The customer also advised prior to completing the booking, they encountered an error and also sees two pending charges in the amount of $ The customer requested that Expedia look into to these charges On that same day, Expedia replied to the customer’s email [redacted] @yahoo.com, which is the email address that is linked to the customer’s account Expedia advised the customer, we use real time bookings and there are times rates and availability are subject to change The customer was also advised, reservations are not guaranteed until they are booked and confirmed Our agent advised the customer the total package price is $1,684.27, and if they need further assistance to contact Expedia directly On February 26, 2016, the customer replied to Expedia, advising our email does not answer his question The customer advised our site showed the price of $1,664.35, before and after purchasing the booking The customer advised if the price had change, Expedia did not notify him of the price difference The customer is requesting the refund for the difference We can confirm this led to several emails between the customer and Expedia On March 8, 2016, we can verify Expedia was able to confirm the customer’s booking session that was made on February 22, Our site did advise and confirm the total package price in the amount of $1, On that same day, Expedia contacted the customer, advising Expedia would process the refund of $back to the customer The customer did agree On March 31, 2016, in reviewing Mr [redacted] account, the customer was refunded on March 8, 2016, in the amount of $ Expedia found no other charges on Mr [redacted] account Expedia strives to provide the highest level of customer service, and we regret that Mr [redacted] recent experience did not live up to that expectation We regret we were unable to resolve the issue immediately during the first contact, and the service received was less than satisfactory Since this matter was resolved on March 8, As a one-time courtesy, Expedia will the request for compensation, we have added a $coupon in the customer’s account The coupon is valid for year for a hotel booking; the coupon can be used as a package; however the coupon will be applied toward the hotel booking 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
Hello Revdex.com, I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case: Findings:According to our records, Ms [redacted] placed a reservation through [redacted] , a company with which Expedia does business through the Expedia Affiliate Network,The reservation was placed for a Superior Apartment, Canal View for cheon August 6, through check-out August 8, The cancellation policy agreed to at the time of booking states: Cancellations or changes made before 11:PM local hotel time, Monday, August 03, are subject to a hotel fee equal to night(s) plus taxes and fees Cancellations or changes made after 11:PM local hotel time, Monday, August 03, are subject to a hotel fee equal to 100% of the total amount paid for the reservation Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation.Additionally, I have verified that this reservation was cancelled on-line on May 25, at 11:PMDue to the cancellation a one-night penalty of $was imposed on this bookingResolution:I have confirmed, as a courtesy, we have issued a refund in the amount of $to Ms [redacted] Visa card which was used at the time of booking on July 2, This refund processes within hours and returns to the form of payment used at the time of booking within 3-daysor on the next billing cycleThank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Rory M.Customer Relations Specialist
November 23, 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.com is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the customer service issues Our records show on October 7, 2016, Mr [redacted] self-booked an Expedia.com flight, hotel, car and insurance package reservation via booking number [redacted] for the amount of $1,We understand from Mr [redacted] ’s complaint, he had previously received an itemized receipt for a different package reservation and after trying to obtain an itemized receipt for the above booking, it was denied by customer supportThe customer is asking for the second itemized receipt request to be honored by Expedia Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterOn November 23, 2016, an itemized receipt was sent to the customer via emailAs 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, Angel A [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: It is apparent that Expedia can claim that their records indicate anything without actually showing proof, or showing anyone the recordsThis will be another claim against them that could easily be resolved and will result in the further decline of their businessSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:While the restrictions and expectations regarding late cheare available when logged in and viewing the itinerary, the email confirmation (attached) does not say any restrictions or expectations regarding late check in.The email states: Your room/unit will be guaranteed for late arrival.There is not any indication that I need to contact the hotel OR log into my itinerary to see limitationsI was only told the guarantee and as Expedia did not fulfill what I purchased, I expect both the other half of my refund and a goodwill credit of $for the advertising madeIn addition, the email needs to be updated for all future communications to avoid this situation in the future Sincerely, [redacted]
September 15, 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 attentionHotwire 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 possible content error encountered and refund request Our records show on July 4, 2016, Mr [redacted] self-booked a hotel reservation via booking number [redacted] in the amount of $1,We understand from Mr [redacted] ’s complaint, at the time of booking location of hotel provided online was incorrectMr [redacted] proceeded to call Expedia to resolve the issue but no proper resolution was providedThe customer is requesting a full refund for the amount paid due to site error Upon researching the customer’s complaint, we can confirm on September 8, when Mr [redacted] brought this matter to our attention, Expedia proceeded to advocate on the customer’s behalf by contacting the hotel regarding the refund requestThe hotel advised Expedia a refund of $1,could be given to the customer and they would charge a two night penalty based on the cancelation agreed upon by the customer at the time of booking Expedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provide selection details such as the full address of the hotel and a map location on several pages before payment can be made As a one-time courtesy, Expedia processed a refund of $back to the original form of paymentAs a 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, Angel A [redacted] Tier Customer Service
October 4, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refundOn September 27, 2016, we received receipt of the Revdex.com complaint Our records reflect on July 7, 2016, the customer self-booked a flight reservationTravel is on [redacted] Airlines, departing October 20, 2016, from New York to Medellin, Colombia; returning on October 24, 2016, from Medellin, Colombia to New YorkThe customer is stating they received an email from Expedia regarding the customer’s flight seats Upon further researching this matter, we can confirm on January 8, 2016, the customer contacted Expedia via email regarding their flight seatsExpedia advised the customer the flight is confirmed; however the customer would need to confirm the seat with the airline In reviewing the customer’s account the flight is active for October 20, 2016, with seat number 18C We regret any inconvenience that may have occurred and would like to assure you that your business is important to us [redacted] 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 We hope the customer understandsExpedia cannot honor the request for the refund or any compensation 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
December 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on October 29, 2016, Ms [redacted] booked a two-night stay at the Super Dubuque from November 4, 2016, through November 6, We understand from Ms***’s complaint that she overheard a guest receive a quote from the hotel that was more than what she paidAs a result, she feels that Expedia should adjust the rate that she paid for the booking The rate disclosed to Ms [redacted] by Super is what we call a Net RateIn order for Expedia to offer the discounted prices on our website we purchase hotel rooms in bulk, a minimum of one year in advance at a contracted rateAfter we purchase the rooms the hotel has the option of modifying their rates as they wish to match their inventoryThis is something we have no control overBecause of our contract with the hotel we are required to charge the amount reflecting on our website at the time of purchase We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
August 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationOur records indicate on March 15, 2016, the customer self-booked a package reservation which included flight, hotel and travel insurance through the Expedia.com websiteTravel was with United Airlines and accommodations were at the Coco Beach Resort from July 4, 2016, to July 12, We understand from the complaint the customer is requesting a refund due to no direct ocean swimming accessAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedUnited Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card)We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refundsUpon receipt of the Revdex.com submission, we were able to verify on July 4, 2016, the customer contacted Expedia requesting to cancel the remainder of her stayThe assisting representative advised the customer that according to the airline’s terms and agreements which Ms [redacted] agreed to at the time of booking, the flights were non-refundableThe customer was advised they would retain an airline credit for the adult tickets for travel completed one year from the original booking date, however the children’s tickets would be of loss valueAt that time the assisting representative contacted the hotel on the customer’s behalf and requested the hotel waive the penalty which Ms [redacted] agreed to at the time of booking: • Cancellations or changes made after cheon July 4, are subject to a hotel fee equal to 100% of the total amount paid for the reservation The hotel agreed to cancel and waive the penaltyThe customer chose to change her destination to Cancun, MexicoIn addition, at the time of booking on the Expedia website, Ms [redacted] agreed to our Terms of Use, which expressly provide as follows: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authorityExpedia must abide by the terms and conditions agreed to at the time of booking, and as a result, Expedia is unable to issue a 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] Tier Customer Service
July 24, 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 Ms [redacted] *** We regret to hear of Ms [redacted] further dissatisfaction with our correspondence Expedia strives to provide the highest level of customer service, and we are sorry Ms [redacted] experience did not live up to that expectationWe regret we were unable to resolve her issue immediately during her first call, and that the service she received was less than satisfactoryExpedia has reviewed our representatives’ cases mentioned in Ms [redacted] comment and we will ensure the representatives she spoke with will be coached appropriatelyWe have provided her comments to our management team in an effort to improve Expedia’s overall customer experience, processes, and additional agent training with respect to proper call management and system procedures We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have stopped receiving promotional emails, however I continue to receive account statement emails which I do not want to receive I cannot find any way to turn off these emails I have explained this to you multiple times The subject of the last such email was "Your January statement is ready" Please stop sending me account update emails Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever I still believe that Expedia should have resolved the issue much earlier than the did and without the need to involve the Revdex.comI am grateful to you (Revdex.com) for your assistance in this matter and wish you every success in the future Sincerely, [redacted]
July 22, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is writing concerning a flight change error made by ExpediaOn July 22, we contacted the customer to acknowledge receipt of their Revdex.com complaint and requested additional information Our records indicate Ms [redacted] contacted Expedia to request assistance in re-booking flights and one ticket was booked for an incorrect date The customer had to pay an extra fee at the counter to correct the ticketing error and has been attempting to acquire a refund of the fees She was asked to provide, by fax, a proof of payment for the additional change fees she paid out of pocket, but the fax would not go through In speaking with Ms [redacted] on July 22, she has stated she contacted her credit card company and disputed the charge However, as the airlines would be the merchant of record for the tickets, and the error was not theirs, they will no doubt deny her dispute and the funds will be returned to them Expedia has determined this was an error on the part of our agent and we regret the inconvenience this issue caused our customer and that resolving the matter has been difficult for her Ms [redacted] did provide me with case numbers ( [redacted] ) that gave access to the previous agent’s research and emails with her Expedia is requesting that she attach a copy of her credit card statement, showing additional fees, to this case as a rebuttal, and return it to us so we may refund her the disputed amount We regret that we must ask this of her, however for accounting purposes we must show proof of her loss to process the refund Once we receive the requested receipt we will contact her to assure the refund is made Expedia regrets the service Ms [redacted] received was less than satisfactory Comments such as hers are read by numerous people within Expedia and help shape our policies and practices It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available We would like to assure her that her business is important to us As a courtesy, we have provided her online permanent Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within her account registered under [redacted] @yahoo.comWe hope she will allow us the opportunity to improve upon her experience in the future We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
March 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, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on March 29, 2015, Ms [redacted] booked an Expedia Vacation Package which included roundtrip flights, a hotel stay, a Grand Canyon tour and travel insurance We understand from her complaint that Ms [redacted] canceled her original booking and was left with a credit from the airlineWhen re-booking, Ms [redacted] would be charged a re-booking fee that was refundable because she had purchased travel insuranceAccording to MsRay, she re-booked her flights and paid the re-booking fee, but has not received the refund that she was assured After review, we can confirm that Ms [redacted] canceled her original booking on May 18, 21015, and received a full refund for the hotel and Grand Canyon tourAfter further review, we see a booking dated January 21, for Ms [redacted] which included a three-night stay at the Majestic Colonial Punta Cana and a car rental from February 27, 2016, through March 1, Ms [redacted] paid $1,for this packageShe states that $of this amount was for re-booking her canceled flights and she would like Expedia to process a refund for this amount According to our records, the package booked by Ms [redacted] on January 21, 216, did not include flights or a re-booking of the canceled flightsAs such, Expedia is unable to honor her request of a refundIf there is another itinerary number that we may reference that included the re-booked flights, please advise and we will be happy to review We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
January 31, Revdex.com Expedia.com – Dallas and Northeast Texas Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding advertising issues Upon researching the customer’s complaint, we were unable to find a hotel itinerary related to the information stated in the complaint provided by Mr [redacted] Please provide the full itinerary number and or other email address used to book the reservation for further research We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: There are clear differences the biggest being that EVERY time you move to book a trip – the price changed They keep stating that it is moving, however I can/could go back in over next several hours and the published price while comparing rates was never the same as when you proceed to book The published rates stayed the same The staff stated that the price sometimes changes – which I now assume is previous complaints I am not disputing that the price when I checked out was not stated – it was just completely wrong from when I went in to book and the published rate I believed I was purchasing at.Sincerely, [redacted]
May 18, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
June 19, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationUpon receipt of the Revdex.com submission, we have verified this matter has been resolvedOn June 3, 2015, the customer booked a hotel reservation utilizing the $Travel couponWe apologize for any inconvenience that may have occurredIf Mr [redacted] issue has still not been resolved, please feel free to contact us and we will assist in resolving this matterWe 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, [redacted] Tier Customer Service
February 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand the customer is seeking compensation and/or a refund of their flight reservation due to an airline-initiated schedule change Our records indicate on June 16, 2015, the customer self-booked a flight reservation via Expedia’s website, itinerary number [redacted] Flights were on Singapore Airlines, departing San Francisco, California to Male, The Maldives on January 14, 2016, and returning on January 20, From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyAs Expedia serves as a third party intermediary, we give the customer the capability to choose the dates, flights, and airlines of their choice Each airline has its own specific set of policies and procedures as does each ticket purchasedSingapore Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card) The airlines issue schedule changes and these changes are unrelated to the type of ticket purchased or the company from which you bought your ticketIn fact, travel intermediaries are rarely informed as to why the changes are madeTypically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or maintenance issuesAn involuntary airline schedule change can include a change in flight numbers, departure and arrival times or operating equipment At that time the airline took over control of the customer’s ticket and Expedia no longer had access to make any modifications As the schedule changes were initiated by the airline, and since Expedia is not the merchant of record, we are unable to offer the requested refund 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, Britt M [redacted] Tier Customer Service
October 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on February 223, 2015, Ms [redacted] booked a flight for travel January 2, 2015, through January 9, Regrettably, on June 22, 2015, she had to cancel her flight and was issued an airline credit valued at $ Ms [redacted] contacted our office to apply her credit towards the cost of a new flight on September 14, According to our records, there were technical issues on our end that affected our ability to process her request at the timeMs [redacted] was transferred to various agents and ultimately unable to book the flight she wanted at the price that she viewed onlineAs a result, she is requesting a refund of $482.60, the cost of her ticket On October 7, 2015, we contacted Ms [redacted] via telephone and apologized for the issues that were mentioned in her complaintShe informed us that she ended up booking the flight that wanted through a different company due to our inability to assist her at the time of her calls to our office After giving the matter full consideration, we agreed to process a refund to Ms [redacted] for the inconvenienceA refund in the amount of $was issued on October 7, Refunds like this typically take 3-business days to post to individual accounts, depending on how quickly her credit card company processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
April 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Mr [redacted] is requesting to receive compensation On March 3, we received the receipt of the Revdex.com complaint Our records reflect on February 22, 2016, the customer self-booked a package reservation, using Expedia.com Travel is on Spirit Airlines, departing May 14, 2016, from Dallas, Fort Worth Texas to San Jose Del Cabo, BaCalifornia; returning on May 17, 2016, from San Jose Del Cabo, BaCalifornia to Dallas, Fort Worth Texas The hotel stay is at the Pueblo Bunito Sunset Beach Resort & Spa All Inclusive, chedate May 14, 2016, check-out date May 17, Also included is transportation from the San Jose Del Cabo, BaCalifornia airport to the hotel, starting May 14, The customer is stating, they were over charged for the package reservation The customer received a confirmation email advising a total price of $1,664.35; however his credit card was charged in the amount of $1, The customer is stating they would like to be compensated, due to the time spent trying to receive the refund for the difference 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 February 25, 2016, the customer contacted Expedia via email, advising of a discrepancy in the amount they were charged for the package The customer advised they confirmed the price in the amount of $1,664.35, before and after purchasing their reservation; however their credit card was charged in the amount of $1, The customer advised the difference of $19.92, is a small amount; however did not agree with being charged the extra amount The customer requested the refund of the $ The customer also advised prior to completing the booking, they encountered an error and also sees two pending charges in the amount of $ The customer requested that Expedia look into to these charges On that same day, Expedia replied to the customer’s email [redacted] @yahoo.com, which is the email address that is linked to the customer’s account Expedia advised the customer, we use real time bookings and there are times rates and availability are subject to change The customer was also advised, reservations are not guaranteed until they are booked and confirmed Our agent advised the customer the total package price is $1,684.27, and if they need further assistance to contact Expedia directly On February 26, 2016, the customer replied to Expedia, advising our email does not answer his question The customer advised our site showed the price of $1,664.35, before and after purchasing the booking The customer advised if the price had change, Expedia did not notify him of the price difference The customer is requesting the refund for the difference We can confirm this led to several emails between the customer and Expedia On March 8, 2016, we can verify Expedia was able to confirm the customer’s booking session that was made on February 22, Our site did advise and confirm the total package price in the amount of $1, On that same day, Expedia contacted the customer, advising Expedia would process the refund of $back to the customer The customer did agree On March 31, 2016, in reviewing Mr [redacted] account, the customer was refunded on March 8, 2016, in the amount of $ Expedia found no other charges on Mr [redacted] account Expedia strives to provide the highest level of customer service, and we regret that Mr [redacted] recent experience did not live up to that expectation We regret we were unable to resolve the issue immediately during the first contact, and the service received was less than satisfactory Since this matter was resolved on March 8, As a one-time courtesy, Expedia will the request for compensation, we have added a $coupon in the customer’s account The coupon is valid for year for a hotel booking; the coupon can be used as a package; however the coupon will be applied toward the hotel booking 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
Hello Revdex.com, I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case: Findings:According to our records, Ms [redacted] placed a reservation through [redacted] , a company with which Expedia does business through the Expedia Affiliate Network,The reservation was placed for a Superior Apartment, Canal View for cheon August 6, through check-out August 8, The cancellation policy agreed to at the time of booking states: Cancellations or changes made before 11:PM local hotel time, Monday, August 03, are subject to a hotel fee equal to night(s) plus taxes and fees Cancellations or changes made after 11:PM local hotel time, Monday, August 03, are subject to a hotel fee equal to 100% of the total amount paid for the reservation Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation.Additionally, I have verified that this reservation was cancelled on-line on May 25, at 11:PMDue to the cancellation a one-night penalty of $was imposed on this bookingResolution:I have confirmed, as a courtesy, we have issued a refund in the amount of $to Ms [redacted] Visa card which was used at the time of booking on July 2, This refund processes within hours and returns to the form of payment used at the time of booking within 3-daysor on the next billing cycleThank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Rory M.Customer Relations Specialist
November 23, 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.com is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the customer service issues Our records show on October 7, 2016, Mr [redacted] self-booked an Expedia.com flight, hotel, car and insurance package reservation via booking number [redacted] for the amount of $1,We understand from Mr [redacted] ’s complaint, he had previously received an itemized receipt for a different package reservation and after trying to obtain an itemized receipt for the above booking, it was denied by customer supportThe customer is asking for the second itemized receipt request to be honored by Expedia Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterOn November 23, 2016, an itemized receipt was sent to the customer via emailAs 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, Angel A [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: It is apparent that Expedia can claim that their records indicate anything without actually showing proof, or showing anyone the recordsThis will be another claim against them that could easily be resolved and will result in the further decline of their businessSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:While the restrictions and expectations regarding late cheare available when logged in and viewing the itinerary, the email confirmation (attached) does not say any restrictions or expectations regarding late check in.The email states: Your room/unit will be guaranteed for late arrival.There is not any indication that I need to contact the hotel OR log into my itinerary to see limitationsI was only told the guarantee and as Expedia did not fulfill what I purchased, I expect both the other half of my refund and a goodwill credit of $for the advertising madeIn addition, the email needs to be updated for all future communications to avoid this situation in the future Sincerely, [redacted]
September 15, 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 attentionHotwire 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 possible content error encountered and refund request Our records show on July 4, 2016, Mr [redacted] self-booked a hotel reservation via booking number [redacted] in the amount of $1,We understand from Mr [redacted] ’s complaint, at the time of booking location of hotel provided online was incorrectMr [redacted] proceeded to call Expedia to resolve the issue but no proper resolution was providedThe customer is requesting a full refund for the amount paid due to site error Upon researching the customer’s complaint, we can confirm on September 8, when Mr [redacted] brought this matter to our attention, Expedia proceeded to advocate on the customer’s behalf by contacting the hotel regarding the refund requestThe hotel advised Expedia a refund of $1,could be given to the customer and they would charge a two night penalty based on the cancelation agreed upon by the customer at the time of booking Expedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provide selection details such as the full address of the hotel and a map location on several pages before payment can be made As a one-time courtesy, Expedia processed a refund of $back to the original form of paymentAs a 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, Angel A [redacted] Tier Customer Service
October 4, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refundOn September 27, 2016, we received receipt of the Revdex.com complaint Our records reflect on July 7, 2016, the customer self-booked a flight reservationTravel is on [redacted] Airlines, departing October 20, 2016, from New York to Medellin, Colombia; returning on October 24, 2016, from Medellin, Colombia to New YorkThe customer is stating they received an email from Expedia regarding the customer’s flight seats Upon further researching this matter, we can confirm on January 8, 2016, the customer contacted Expedia via email regarding their flight seatsExpedia advised the customer the flight is confirmed; however the customer would need to confirm the seat with the airline In reviewing the customer’s account the flight is active for October 20, 2016, with seat number 18C We regret any inconvenience that may have occurred and would like to assure you that your business is important to us [redacted] 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 We hope the customer understandsExpedia cannot honor the request for the refund or any compensation 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
December 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on October 29, 2016, Ms [redacted] booked a two-night stay at the Super Dubuque from November 4, 2016, through November 6, We understand from Ms***’s complaint that she overheard a guest receive a quote from the hotel that was more than what she paidAs a result, she feels that Expedia should adjust the rate that she paid for the booking The rate disclosed to Ms [redacted] by Super is what we call a Net RateIn order for Expedia to offer the discounted prices on our website we purchase hotel rooms in bulk, a minimum of one year in advance at a contracted rateAfter we purchase the rooms the hotel has the option of modifying their rates as they wish to match their inventoryThis is something we have no control overBecause of our contract with the hotel we are required to charge the amount reflecting on our website at the time of purchase We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
August 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationOur records indicate on March 15, 2016, the customer self-booked a package reservation which included flight, hotel and travel insurance through the Expedia.com websiteTravel was with United Airlines and accommodations were at the Coco Beach Resort from July 4, 2016, to July 12, We understand from the complaint the customer is requesting a refund due to no direct ocean swimming accessAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedUnited Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card)We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refundsUpon receipt of the Revdex.com submission, we were able to verify on July 4, 2016, the customer contacted Expedia requesting to cancel the remainder of her stayThe assisting representative advised the customer that according to the airline’s terms and agreements which Ms [redacted] agreed to at the time of booking, the flights were non-refundableThe customer was advised they would retain an airline credit for the adult tickets for travel completed one year from the original booking date, however the children’s tickets would be of loss valueAt that time the assisting representative contacted the hotel on the customer’s behalf and requested the hotel waive the penalty which Ms [redacted] agreed to at the time of booking: • Cancellations or changes made after cheon July 4, are subject to a hotel fee equal to 100% of the total amount paid for the reservation The hotel agreed to cancel and waive the penaltyThe customer chose to change her destination to Cancun, MexicoIn addition, at the time of booking on the Expedia website, Ms [redacted] agreed to our Terms of Use, which expressly provide as follows: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authorityExpedia must abide by the terms and conditions agreed to at the time of booking, and as a result, Expedia is unable to issue a 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] Tier Customer Service
July 24, 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 Ms [redacted] *** We regret to hear of Ms [redacted] further dissatisfaction with our correspondence Expedia strives to provide the highest level of customer service, and we are sorry Ms [redacted] experience did not live up to that expectationWe regret we were unable to resolve her issue immediately during her first call, and that the service she received was less than satisfactoryExpedia has reviewed our representatives’ cases mentioned in Ms [redacted] comment and we will ensure the representatives she spoke with will be coached appropriatelyWe have provided her comments to our management team in an effort to improve Expedia’s overall customer experience, processes, and additional agent training with respect to proper call management and system procedures We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have stopped receiving promotional emails, however I continue to receive account statement emails which I do not want to receive I cannot find any way to turn off these emails I have explained this to you multiple times The subject of the last such email was "Your January statement is ready" Please stop sending me account update emails Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever I still believe that Expedia should have resolved the issue much earlier than the did and without the need to involve the Revdex.comI am grateful to you (Revdex.com) for your assistance in this matter and wish you every success in the future Sincerely, [redacted]