September 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] We regret to hear she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationAs stated prior, Expedia.com does not own or operate any hotels, and we do not set any hotel policiesThe customer chose the dates, destination, airlines, and hotel of her choiceIn regards to the cancellation, Expedia was able to pull the phone call on August 24, 2016, where the customer changed her hotel stay from two rooms to one room and received a refund in the amount of $The customer was also given a $Travel Coupon for any inconvenience due to the length of the phone callAt that time the customer requested the assisting representative cancel the flight for AndreaOn August 25, 2016, the customer contacted Expedia and stated she never authorized the ticket to be cancelled and that she needed the ticketThe Customer Service Department at 1-800-EXPEDIA (1-800-397-3342) is available hours a day, seven days a weekAs Expedia was charged for the reservation in question, Expedia is unable to issue a refund or any additional compensationWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:From the attachment 1, you can see that my reservation through the mobile app is just for KING SIZE bed! There is nothing mentioned that I booked for double beds!!2.I filed my complaints right during my stay for the problemsI really feel surprised that such a big hotel chain lied for that! I also filed the official complain to [redacted] after I came back which is showed in the attached [redacted] complaint fileI also attached a couple of pics to show the dirty bed sheet and seat in the roomDuring this trip, my right was violated several times and these two famous brands don't care about their customers at all! I am really disappointed and will tell any of my friends to stay away from them! Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Expedia had no concern about the "customer" until Revdex.com got involved Otherwise I would still be getting the run-around As a result of their unconcern to resolve the issue, I have had to pay accumulated interest charges, long hours on the phone waiting for service that I never received; given information Customer service sucks.Sincerely, [redacted] ***
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 request for compensation due to a hotel cancellation issue Regrettably, we are unable to research this matter at this time, as Mr [redacted] did not provide us with an itinerary number from his booking and the email used in this complaint also does not return any past reservations We would be happy to look into this matter and attempt to understand what happened with his booking, but we will need the customer to supply the itinerary number, and if possible, the email used on the itinerary so we can locate the information 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
November 28, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com case number [redacted] ) regarding a Our records reflect on August 27, the customer accessed Expedia.com and self-booked package Itinerary # [redacted] for flights from Los Angeles, CA to Bangkok, Thailand and a stay at LK The Empress Pataya Resort, Banglamung, Pattaya, Chonburi, THA to begin December 19, and returning January 3, He contacted Expedia requesting to extend his reservations by three days, returning January 1, The agent was able to extend the hotel, however the room type he originally booked was available, but the room view was not His view in the new room was overlooking the pool instead of the oceanThe customer was unhappy with the view change and demanded the original view be restored However, Expedia can only book what is available for the dates requestedThe customer then disputed the charge for his hotel, which, once the funds were recalled by his credit card, necessitated that the room be cancelled as it was no longer a paid reservation Expedia did not cancel his room in error, it was a result of his action, disputing the charge for the roomOnce a hotel is removed from a package booking, it cannot be added back to the itinerary However, we show that as a courtesy, the customer was advised that while Expedia did not have the view he wanted the hotel had the ocean view room in their stock and if he wished to book through them and would submit his receipt, Expedia, as a one-time courtesy would refund the room difference of $or we could re-book him a new Expedia Itinerary for the pool view room we had availability for Because of the number of disputes the customer has filed, we are advising that he contact our dispute department at 1-866-277-6662.to discuss any further options Once he has resolved the dispute issues, if he chooses, our agents may be able to assist if he needs further booking assistance At this time, we will not agree to compensation in this matter through this department 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] Corporate Customer Service
July 29, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refundOn July 21, 2016, we received receipt of the Revdex.com complaint Our records reflect on November 23, 2014, an agent assisted the customer booking a flight reservation for [redacted] and [redacted] Travel was on JetBlue Airlines, departing December 24, 2015, from Boston, Massachusetts to Dallas FtWorth; returning on December 28, 2015, from Dallas FtWorth to Boston, MassachusettsThe customer is stating they were advised of a flight credit, with a change fee of $per personThe customer is stating they have contacted Expedia to rebook using the flight credit; however the flight credit has not been rebooked Upon further researching this issue, we can confirm on December 16, 2015, the customer contacted Expedia to cancel the flight reservationExpedia advised the customer the tickets were nonrefundable; however would have a flight credit and a change fee of $per person In reviewing the customer’s account, we can confirm the customer contacted Expedia several times to cancel and rebook the flight creditOn September 14, 2015, the customer contacted Expedia to cancel the exchanged flight The flight credit was valid for year from the original issue date of November 23, 2014, when the customer contacted Expedia to cancel and rebookThe original issue date for itinerary number [redacted] was November 23, 2014, and would not change The customer had to complete the travel by November of Expedia contacted JetBlue Airlines on the customer’s behalf, they advised the flight credit has expired and are considered as lost value 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 JetBlue Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope the customer understands Expedia is not the merchant of record and cannot honor the request for the refund or any flight credit Since the tickets are lost value, Expedia considers this issue as closed and will no longer address this issue 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
September 27, 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
May 8, 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 you Expedia is responding to the consumer complaint for [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on November 27, 2014, the customer self-booked a flight reservation using Expedia’s website; itinerary [redacted] Travel was with [redacted] Airlines from San Juan, Puerto Rico to Vieques, Puerto Rico, departing on January 11, 2015, and returning on January 18, The customer states he was advised by the airline that they did not receive Expedia’s payment for the ticket and he had to purchase a new ticket directly from themMr [redacted] is requesting a refund for the ticket purchased through Expedia We have verified the customer contacted Expedia several times regarding this issue; our representatives assisted by contacting the airlines and requesting that they give Expedia a waiver and open the ticket status in order for us to issue a refund Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] Airlines was the merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines On May 7, 2015, Expedia was able to reach the appropriate department of [redacted] Airlines and the ticket status was changed to “Open”, enabling us to process a refund A full refund in the amount of $was issued on May 8, 2015, back to the original form of paymentThe time it takes to post to the customer’s account depends on how quickly his credit card company processes refunds We regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience causedExpedia welcomes customer feedback in our ongoing effort to improve upon the customer experience We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service
August 24, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint # [redacted] .) We regret to hear Ms [redacted] did not accept our response and/or resolution offered Unfortunately we are not able to see or download the attachment submitted by the customerDuring our research we were able to see the same information Ms [redacted] stated she saw on the complaintWe do agree that the statement “free cancellation within hour” was provided to the customer during the booking path but the customer was also provided with the hotel’s full cancelation policy and advised the rate was non-refundable Expedia.com only acts as a third party travel agency that does not provide the services of hotel accommodations or flight travel therefore it must abide by the vendor’s terms and conditions related to their cancelation policies Expedia does not charge a fee for canceling or changing a hotel reservation unless it is stated on the vendor’s policiesExpedia can only advocate on a customer’s behalf with regards to a refund request for a non-refundable rate Expedia continues to stand by our original replyWe maintain that Ms [redacted] was advised the room was non-refundable and the hotel’s cancelation policy did not state it would be refunded if canceled within hours Again, 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
September 21, 2016Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.We apologize about the previous response and would like to clarify that after reviewing the customers step-by-step booking process we were able to verify that Ms [redacted] ’s was provided with the total of $925.14, just as it was confirmedAs Ms [redacted] continued to complete the booking and agreed to the price displayed we are able to verify that there was not an error caused by Expedia.As Expedia.com is visited by millions of people every day and works from a live inventory system, similar to airlinesExpedia.com makes every effort to update prices of our inventory published as often as possible as well as alert customers of any changes in price before payment is madeWhen published inventory is purchased, the price can change due to the constant changes of availabilityChanges can occur at any time during the booking processBased on the information provided above, we are unable to agree with Ms [redacted] , that any advertising was provided therefore no additional compensation will be provided for this matter.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Being that they are the third party and we trusted them to take care of us while we traveled, which we have for years if they are saying that this is [redacted] issue then they being the third party company that is booking our flight for us need to work with [redacted] to compensate us for both the additional tickets that we had to purchase because our flight was cancelled and not re booked the tickets we had to buy were $we also think that Expedia being the 3rd party that we booked our trip through should work with [redacted] to get us the refund for both the tickets and the roaming charges of $ Why do we use a third party to book our travel through I will tell you so you do not have to deal with situations like this, that is why I am going through the Revdex.com because if this situation is not resolved through both Expedia and [redacted] I would think that this should be a issue that other customer's can see They can see that Expedia does not stand by their customers they just try to blame other entities if this is the case then they both need to work together to get this situation resolved asap.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: there was nowhere during my purchase a hint or the information about that the ticket cannot be cancelledIt states on the Expedia homepage that Air Berlin tickets can be cancelled for a fee ranching from 150-USD.Sincerely, [redacted]
March 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on December 6, 2015, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the Crystal Sands Condominiums by Wyndham Vacation Rentals from January 10, 2016, to January 14, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified on December 28, 2015, the customer contacted Expedia requesting a refund due to the customer cancelling her self-booked reservationThe assisting representative advised the customer at the time of booking, she had agreed to the hotel’s terms and conditions which also can be found on the face of her itinerary: Hotel rules and restrictions Property policies • We understand that sometimes plans fall throughWe do not charge a cancel or change feeWhen the hotel charges such fees in accordance with its own policies, the cost will be passed on to youCrystal Sands Condominiums by Wyndham Vacation Rentals charges the following cancellation and change feesCancellation or Change Policy • Cancellations or changes made before 4:PM (Central Standard Time (US & Canada)) on December 11, are subject to a hotel fee equal to the first night's rate plus taxes and fees• Cancellations or changes made after 4:PM (Central Standard Time (US & Canada)) on December 11, are subject to a hotel fee equal to 100% of the total amount paid for the reservationExpedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendorsWe do not have the authority to override or to change the hotel’s policiesHowever, the customer stated she was misadvised by the agent in regards to her refundAs a one-time courtesy, on March 14, 2016, Expedia processed a refund in the amount of $back to Ms [redacted] ***’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refundsWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
July 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the Revdex.com consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding the flight insurance waiver We understand the customer is stating a refund has not been received for the travel insurance On July 14, 2015, we were able to speak with [redacted] to acknowledge receipt of his complaint and did confirm the refund in the amount of $has been receivedExpedia 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 We were happy to assist [redacted] in voiding the flights within hours of the original booking date which qualifies him for a full refund of the cost for the flights as well as the insurance We apologize for any difficulty the customer may have experienced while contacting us to resolve his concernsWe thank you for allowing us to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely,Millicent F*Tier Customer Service
September 24, 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 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 requesting a refund of a car reservation On September 24, we contacted the customer to acknowledge receipt of their Revdex.com Our records indicate on March 24, the customer accessed Expedia.com and self-booked itinerary # [redacted] for a package including flights, hotel, and a car reservation through [redacted] for pick up on April 14, and return on April 20, at the San Antonio, Texas Airport The customer reports [redacted] s did not honor her paid reservation and she was charged an additional $ She is requesting a refund of the additional funds she paid On September 24, Expedia contacted [redacted] s and spoke with [redacted] in customer relations [redacted] opened case # [redacted] and has forwarded that to [redacted] complaint investigation department She said any refund due the customer will be refunded directly by [redacted] to Ms*** The initial information provided by [redacted] was that the customer had upgraded several categories, from the Mid-sized car reserved through Expedia, to a convertible Mustang, at an increase of $ The remainder of the extra charges were for customer approved insurances and other extra options Expedia does not provide refunds for customer driven upgrades or insurance and special options chosen at the rental counter However, [redacted] s will investigate whether the upgrade was due to lack of available pre-paid category car or whether the upgrade was customer choice They will also review the insurance and extra options to ensure those were chosen and signed for by the customer If they find any discrepancies, they will provide a refund to the customer [redacted] has all customer contact information and resolution takes 7-days If Ms [redacted] would like to contact [redacted] s for updates on her case, she may call [redacted] access online http://www[redacted] .com She should be prepared to provide her [redacted] case # [redacted] As Expedia has processed payment to the vendor, [redacted] s, for the Mid-sized rental rate, and the additional fees the customer paid were in addition to the mid-size rate, Expedia will not be processing a 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, Roseanne G [redacted] Tier Customer Service
Revdex.com April 21, 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.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 attention Expedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mr [redacted] is requesting a refund of $600.00, as the customer claims he booked a hotel reservation with [redacted] Aruba - Beach Resort and Casino via Expedia.com, he was charged an additional fee for his years old daughter stay; however, per hotel terms and conditions children stay free On March 28, 2016, we received the receipt of the Revdex.com complaint We can confirm on March 12, 2016, the customer self-booked a package reservation via Expedia.com for two adults and one child (years old), itinerary [redacted] and [redacted] with [redacted] Airlines and [redacted] Aruba - Beach Resort and CasinoDeparture was on March 18, 2016, from Newark to Aruba Return was on March 23, 2016, from Aruba to NewarkHotel chewas also on March 18, 2016, and check-out on March 23, 2016, (Package Hotel $1,597.65USD + Flight $1,191.98USD – Total Amount $2,789.63USD) Our records indicate, per the booking terms and conditions the customer accepted at the time of the purchase, the base rate of the hotel reservation was for two guests As the property considers guests of any age to be an adult, the third guest was charged a total of $532.55USD In reviewing the customer’s account, we have confirmed there was a content error in the confirmation e-mail Expedia.com sent to Mr [redacted] The e-mail states children and under stay free at this propertyTherefore, Expedia.com will honor Mr [redacted] refund request, and will refund the customer a total of $532.55USD regarding the child hotel portion Expedia is committed to providing an excellent standard of service to our customers However, there are times when we are unable to reach all of their expectations We apologize the service Mr [redacted] received did not reflect thisThe feedback that Mr [redacted] has provided to us will be helpful in looking at our customer service and gauging our customers' satisfaction and perceptionsFor your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers 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, Misleide B [redacted] Tier Customer Service
December 31, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 December 20, 2015, Ms [redacted] booked an Expedia Vacation Package which included Spirit Airline flights, a hotel and car rental We understand rom Ms [redacted] ’s complaint that she attempted to apply a $travel coupon towards the cost of her package but, was unsuccessfulShe stated that she contacted Expedia for assistance, but we were unhelpful is resolving he matterPer Ms [redacted] we advised her to utilize the $coupon that she had and we would apply the correct coupon after bookingPer Ms [redacted] , this did not happen so she requested to cancelShe stated that Expedia representatives refused to cancel the package upon her requestShe was however; able to get Spirit Airlines to cancel the flights and Expedia to cancel the remaining portion of the package We would like to apologize for any inconvenience and or misunderstanding regarding this issuePlease be advised that Spirit Airline’s policy regarding cancellations is on Spirit can process, so Expedia has to refer customer to Spirit in order to cancel flights We value Ms [redacted] as a customer and regret the experience she reportsWe have already undertaken an exception to resolve her complaint On December 31, 2015, we re-issued the $Expedia Travel Coupon to her accountThe coupon is valid through December 31, 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
Complaint: [redacted] I am rejecting this response because: I made multiple attempts to obtain assistance from Expedia and on each occasion was informed there was no issue and I had a confirmed reservation which was obviously incorrect since the resort wasn't open for the dates Expedia had bookedThey falsely advertised a resort and then failed to communicate with me or assist in any way Customers who booked with other agencies were immediately notified and changed to a different resort, then given compensationIt is a shame Expedia believes they are of such a low standard that they don't need to do anything in this matter I want this to be public record of how poorly they treat customers so others may know what I do now - and without the loss of money, time and headache I had pre-booked transport and an excursion, both of which were non refundable so I lost money, although they did work with me to credit some of the loss Sincerely, [redacted]
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered On June 27, 2017, the customer did received and viewed the email confirmations for the itinerary numbers [redacted] and [redacted] The confirmations did advise that both reservations were confirmed and booked and provided the customer with the vendor’s confirmation numbers for each rental In regarding the itinerary number [redacted] , on July 22, 2017, the customer self-booked a car rental reservation for Nick Thomas with EZ in Carolina, Puerto Rico with a pidate of July 22, 2017, and a drop-off date of July 24, Expedia contacted the vendor on the customer’s behalf; who advised that the customer did use the reservation for the dates and that the customer added the EZ toll-pass and the vendor’s rental insuranceThe vendor would not authorize the refund as the customer requested and agreed to the charges Per the customer’s complaint letter they rebooked only one car rental for the dates and Expedia has already processed the refundBased on the above, Expedia will not process any further refunds or compensation 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 to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
July 8, 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 reservationOur records indicate on April 18, 2015, the customer booked a hotel reservationAccommodations were at the [redacted] from June 11, 2015, to June 14, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we were able to verify the customer contacted Expedia due to upon the arrival at the hotel, the hotel reservation was missingExpedia has requested a copy of the receipt however I am unable to open the attachmentAt this time we are requesting the customer please provide a copy of the credit card statement or a receipt reflecting the additional charges incurred by Mr [redacted] The customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist him furtherWe 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
September 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] We regret to hear she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationAs stated prior, Expedia.com does not own or operate any hotels, and we do not set any hotel policiesThe customer chose the dates, destination, airlines, and hotel of her choiceIn regards to the cancellation, Expedia was able to pull the phone call on August 24, 2016, where the customer changed her hotel stay from two rooms to one room and received a refund in the amount of $The customer was also given a $Travel Coupon for any inconvenience due to the length of the phone callAt that time the customer requested the assisting representative cancel the flight for AndreaOn August 25, 2016, the customer contacted Expedia and stated she never authorized the ticket to be cancelled and that she needed the ticketThe Customer Service Department at 1-800-EXPEDIA (1-800-397-3342) is available hours a day, seven days a weekAs Expedia was charged for the reservation in question, Expedia is unable to issue a refund or any additional compensationWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:From the attachment 1, you can see that my reservation through the mobile app is just for KING SIZE bed! There is nothing mentioned that I booked for double beds!!2.I filed my complaints right during my stay for the problemsI really feel surprised that such a big hotel chain lied for that! I also filed the official complain to [redacted] after I came back which is showed in the attached [redacted] complaint fileI also attached a couple of pics to show the dirty bed sheet and seat in the roomDuring this trip, my right was violated several times and these two famous brands don't care about their customers at all! I am really disappointed and will tell any of my friends to stay away from them! Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Expedia had no concern about the "customer" until Revdex.com got involved Otherwise I would still be getting the run-around As a result of their unconcern to resolve the issue, I have had to pay accumulated interest charges, long hours on the phone waiting for service that I never received; given information Customer service sucks.Sincerely, [redacted] ***
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 request for compensation due to a hotel cancellation issue Regrettably, we are unable to research this matter at this time, as Mr [redacted] did not provide us with an itinerary number from his booking and the email used in this complaint also does not return any past reservations We would be happy to look into this matter and attempt to understand what happened with his booking, but we will need the customer to supply the itinerary number, and if possible, the email used on the itinerary so we can locate the information 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
November 28, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com case number [redacted] ) regarding a Our records reflect on August 27, the customer accessed Expedia.com and self-booked package Itinerary # [redacted] for flights from Los Angeles, CA to Bangkok, Thailand and a stay at LK The Empress Pataya Resort, Banglamung, Pattaya, Chonburi, THA to begin December 19, and returning January 3, He contacted Expedia requesting to extend his reservations by three days, returning January 1, The agent was able to extend the hotel, however the room type he originally booked was available, but the room view was not His view in the new room was overlooking the pool instead of the oceanThe customer was unhappy with the view change and demanded the original view be restored However, Expedia can only book what is available for the dates requestedThe customer then disputed the charge for his hotel, which, once the funds were recalled by his credit card, necessitated that the room be cancelled as it was no longer a paid reservation Expedia did not cancel his room in error, it was a result of his action, disputing the charge for the roomOnce a hotel is removed from a package booking, it cannot be added back to the itinerary However, we show that as a courtesy, the customer was advised that while Expedia did not have the view he wanted the hotel had the ocean view room in their stock and if he wished to book through them and would submit his receipt, Expedia, as a one-time courtesy would refund the room difference of $or we could re-book him a new Expedia Itinerary for the pool view room we had availability for Because of the number of disputes the customer has filed, we are advising that he contact our dispute department at 1-866-277-6662.to discuss any further options Once he has resolved the dispute issues, if he chooses, our agents may be able to assist if he needs further booking assistance At this time, we will not agree to compensation in this matter through this department 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] Corporate Customer Service
July 29, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refundOn July 21, 2016, we received receipt of the Revdex.com complaint Our records reflect on November 23, 2014, an agent assisted the customer booking a flight reservation for [redacted] and [redacted] Travel was on JetBlue Airlines, departing December 24, 2015, from Boston, Massachusetts to Dallas FtWorth; returning on December 28, 2015, from Dallas FtWorth to Boston, MassachusettsThe customer is stating they were advised of a flight credit, with a change fee of $per personThe customer is stating they have contacted Expedia to rebook using the flight credit; however the flight credit has not been rebooked Upon further researching this issue, we can confirm on December 16, 2015, the customer contacted Expedia to cancel the flight reservationExpedia advised the customer the tickets were nonrefundable; however would have a flight credit and a change fee of $per person In reviewing the customer’s account, we can confirm the customer contacted Expedia several times to cancel and rebook the flight creditOn September 14, 2015, the customer contacted Expedia to cancel the exchanged flight The flight credit was valid for year from the original issue date of November 23, 2014, when the customer contacted Expedia to cancel and rebookThe original issue date for itinerary number [redacted] was November 23, 2014, and would not change The customer had to complete the travel by November of Expedia contacted JetBlue Airlines on the customer’s behalf, they advised the flight credit has expired and are considered as lost value 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 JetBlue Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope the customer understands Expedia is not the merchant of record and cannot honor the request for the refund or any flight credit Since the tickets are lost value, Expedia considers this issue as closed and will no longer address this issue 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
September 27, 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
May 8, 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 you Expedia is responding to the consumer complaint for [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on November 27, 2014, the customer self-booked a flight reservation using Expedia’s website; itinerary [redacted] Travel was with [redacted] Airlines from San Juan, Puerto Rico to Vieques, Puerto Rico, departing on January 11, 2015, and returning on January 18, The customer states he was advised by the airline that they did not receive Expedia’s payment for the ticket and he had to purchase a new ticket directly from themMr [redacted] is requesting a refund for the ticket purchased through Expedia We have verified the customer contacted Expedia several times regarding this issue; our representatives assisted by contacting the airlines and requesting that they give Expedia a waiver and open the ticket status in order for us to issue a refund Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] Airlines was the merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines On May 7, 2015, Expedia was able to reach the appropriate department of [redacted] Airlines and the ticket status was changed to “Open”, enabling us to process a refund A full refund in the amount of $was issued on May 8, 2015, back to the original form of paymentThe time it takes to post to the customer’s account depends on how quickly his credit card company processes refunds We regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience causedExpedia welcomes customer feedback in our ongoing effort to improve upon the customer experience We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service
August 24, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint # [redacted] .) We regret to hear Ms [redacted] did not accept our response and/or resolution offered Unfortunately we are not able to see or download the attachment submitted by the customerDuring our research we were able to see the same information Ms [redacted] stated she saw on the complaintWe do agree that the statement “free cancellation within hour” was provided to the customer during the booking path but the customer was also provided with the hotel’s full cancelation policy and advised the rate was non-refundable Expedia.com only acts as a third party travel agency that does not provide the services of hotel accommodations or flight travel therefore it must abide by the vendor’s terms and conditions related to their cancelation policies Expedia does not charge a fee for canceling or changing a hotel reservation unless it is stated on the vendor’s policiesExpedia can only advocate on a customer’s behalf with regards to a refund request for a non-refundable rate Expedia continues to stand by our original replyWe maintain that Ms [redacted] was advised the room was non-refundable and the hotel’s cancelation policy did not state it would be refunded if canceled within hours Again, 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
September 21, 2016Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.We apologize about the previous response and would like to clarify that after reviewing the customers step-by-step booking process we were able to verify that Ms [redacted] ’s was provided with the total of $925.14, just as it was confirmedAs Ms [redacted] continued to complete the booking and agreed to the price displayed we are able to verify that there was not an error caused by Expedia.As Expedia.com is visited by millions of people every day and works from a live inventory system, similar to airlinesExpedia.com makes every effort to update prices of our inventory published as often as possible as well as alert customers of any changes in price before payment is madeWhen published inventory is purchased, the price can change due to the constant changes of availabilityChanges can occur at any time during the booking processBased on the information provided above, we are unable to agree with Ms [redacted] , that any advertising was provided therefore no additional compensation will be provided for this matter.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Being that they are the third party and we trusted them to take care of us while we traveled, which we have for years if they are saying that this is [redacted] issue then they being the third party company that is booking our flight for us need to work with [redacted] to compensate us for both the additional tickets that we had to purchase because our flight was cancelled and not re booked the tickets we had to buy were $we also think that Expedia being the 3rd party that we booked our trip through should work with [redacted] to get us the refund for both the tickets and the roaming charges of $ Why do we use a third party to book our travel through I will tell you so you do not have to deal with situations like this, that is why I am going through the Revdex.com because if this situation is not resolved through both Expedia and [redacted] I would think that this should be a issue that other customer's can see They can see that Expedia does not stand by their customers they just try to blame other entities if this is the case then they both need to work together to get this situation resolved asap.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: there was nowhere during my purchase a hint or the information about that the ticket cannot be cancelledIt states on the Expedia homepage that Air Berlin tickets can be cancelled for a fee ranching from 150-USD.Sincerely, [redacted]
March 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on December 6, 2015, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the Crystal Sands Condominiums by Wyndham Vacation Rentals from January 10, 2016, to January 14, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified on December 28, 2015, the customer contacted Expedia requesting a refund due to the customer cancelling her self-booked reservationThe assisting representative advised the customer at the time of booking, she had agreed to the hotel’s terms and conditions which also can be found on the face of her itinerary: Hotel rules and restrictions Property policies • We understand that sometimes plans fall throughWe do not charge a cancel or change feeWhen the hotel charges such fees in accordance with its own policies, the cost will be passed on to youCrystal Sands Condominiums by Wyndham Vacation Rentals charges the following cancellation and change feesCancellation or Change Policy • Cancellations or changes made before 4:PM (Central Standard Time (US & Canada)) on December 11, are subject to a hotel fee equal to the first night's rate plus taxes and fees• Cancellations or changes made after 4:PM (Central Standard Time (US & Canada)) on December 11, are subject to a hotel fee equal to 100% of the total amount paid for the reservationExpedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendorsWe do not have the authority to override or to change the hotel’s policiesHowever, the customer stated she was misadvised by the agent in regards to her refundAs a one-time courtesy, on March 14, 2016, Expedia processed a refund in the amount of $back to Ms [redacted] ***’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refundsWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
July 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the Revdex.com consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding the flight insurance waiver We understand the customer is stating a refund has not been received for the travel insurance On July 14, 2015, we were able to speak with [redacted] to acknowledge receipt of his complaint and did confirm the refund in the amount of $has been receivedExpedia 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 We were happy to assist [redacted] in voiding the flights within hours of the original booking date which qualifies him for a full refund of the cost for the flights as well as the insurance We apologize for any difficulty the customer may have experienced while contacting us to resolve his concernsWe thank you for allowing us to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely,Millicent F
*Tier Customer Service
September 24, 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 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 requesting a refund of a car reservation On September 24, we contacted the customer to acknowledge receipt of their Revdex.com Our records indicate on March 24, the customer accessed Expedia.com and self-booked itinerary # [redacted] for a package including flights, hotel, and a car reservation through [redacted] for pick up on April 14, and return on April 20, at the San Antonio, Texas Airport The customer reports [redacted] s did not honor her paid reservation and she was charged an additional $ She is requesting a refund of the additional funds she paid On September 24, Expedia contacted [redacted] s and spoke with [redacted] in customer relations [redacted] opened case # [redacted] and has forwarded that to [redacted] complaint investigation department She said any refund due the customer will be refunded directly by [redacted] to Ms*** The initial information provided by [redacted] was that the customer had upgraded several categories, from the Mid-sized car reserved through Expedia, to a convertible Mustang, at an increase of $ The remainder of the extra charges were for customer approved insurances and other extra options Expedia does not provide refunds for customer driven upgrades or insurance and special options chosen at the rental counter However, [redacted] s will investigate whether the upgrade was due to lack of available pre-paid category car or whether the upgrade was customer choice They will also review the insurance and extra options to ensure those were chosen and signed for by the customer If they find any discrepancies, they will provide a refund to the customer [redacted] has all customer contact information and resolution takes 7-days If Ms [redacted] would like to contact [redacted] s for updates on her case, she may call [redacted] access online http://www[redacted] .com She should be prepared to provide her [redacted] case # [redacted] As Expedia has processed payment to the vendor, [redacted] s, for the Mid-sized rental rate, and the additional fees the customer paid were in addition to the mid-size rate, Expedia will not be processing a 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, Roseanne G [redacted] Tier Customer Service
Revdex.com April 21, 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.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 attention Expedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mr [redacted] is requesting a refund of $600.00, as the customer claims he booked a hotel reservation with [redacted] Aruba - Beach Resort and Casino via Expedia.com, he was charged an additional fee for his years old daughter stay; however, per hotel terms and conditions children stay free On March 28, 2016, we received the receipt of the Revdex.com complaint We can confirm on March 12, 2016, the customer self-booked a package reservation via Expedia.com for two adults and one child (years old), itinerary [redacted] and [redacted] with [redacted] Airlines and [redacted] Aruba - Beach Resort and CasinoDeparture was on March 18, 2016, from Newark to Aruba Return was on March 23, 2016, from Aruba to NewarkHotel chewas also on March 18, 2016, and check-out on March 23, 2016, (Package Hotel $1,597.65USD + Flight $1,191.98USD – Total Amount $2,789.63USD) Our records indicate, per the booking terms and conditions the customer accepted at the time of the purchase, the base rate of the hotel reservation was for two guests As the property considers guests of any age to be an adult, the third guest was charged a total of $532.55USD In reviewing the customer’s account, we have confirmed there was a content error in the confirmation e-mail Expedia.com sent to Mr [redacted] The e-mail states children and under stay free at this propertyTherefore, Expedia.com will honor Mr [redacted] refund request, and will refund the customer a total of $532.55USD regarding the child hotel portion Expedia is committed to providing an excellent standard of service to our customers However, there are times when we are unable to reach all of their expectations We apologize the service Mr [redacted] received did not reflect thisThe feedback that Mr [redacted] has provided to us will be helpful in looking at our customer service and gauging our customers' satisfaction and perceptionsFor your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers 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, Misleide B [redacted] Tier Customer Service
December 31, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 December 20, 2015, Ms [redacted] booked an Expedia Vacation Package which included Spirit Airline flights, a hotel and car rental We understand rom Ms [redacted] ’s complaint that she attempted to apply a $travel coupon towards the cost of her package but, was unsuccessfulShe stated that she contacted Expedia for assistance, but we were unhelpful is resolving he matterPer Ms [redacted] we advised her to utilize the $coupon that she had and we would apply the correct coupon after bookingPer Ms [redacted] , this did not happen so she requested to cancelShe stated that Expedia representatives refused to cancel the package upon her requestShe was however; able to get Spirit Airlines to cancel the flights and Expedia to cancel the remaining portion of the package We would like to apologize for any inconvenience and or misunderstanding regarding this issuePlease be advised that Spirit Airline’s policy regarding cancellations is on Spirit can process, so Expedia has to refer customer to Spirit in order to cancel flights We value Ms [redacted] as a customer and regret the experience she reportsWe have already undertaken an exception to resolve her complaint On December 31, 2015, we re-issued the $Expedia Travel Coupon to her accountThe coupon is valid through December 31, 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
Complaint: [redacted] I am rejecting this response because: I made multiple attempts to obtain assistance from Expedia and on each occasion was informed there was no issue and I had a confirmed reservation which was obviously incorrect since the resort wasn't open for the dates Expedia had bookedThey falsely advertised a resort and then failed to communicate with me or assist in any way Customers who booked with other agencies were immediately notified and changed to a different resort, then given compensationIt is a shame Expedia believes they are of such a low standard that they don't need to do anything in this matter I want this to be public record of how poorly they treat customers so others may know what I do now - and without the loss of money, time and headache I had pre-booked transport and an excursion, both of which were non refundable so I lost money, although they did work with me to credit some of the loss Sincerely, [redacted]
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered On June 27, 2017, the customer did received and viewed the email confirmations for the itinerary numbers [redacted] and [redacted] The confirmations did advise that both reservations were confirmed and booked and provided the customer with the vendor’s confirmation numbers for each rental In regarding the itinerary number [redacted] , on July 22, 2017, the customer self-booked a car rental reservation for Nick Thomas with EZ in Carolina, Puerto Rico with a pidate of July 22, 2017, and a drop-off date of July 24, Expedia contacted the vendor on the customer’s behalf; who advised that the customer did use the reservation for the dates and that the customer added the EZ toll-pass and the vendor’s rental insuranceThe vendor would not authorize the refund as the customer requested and agreed to the charges Per the customer’s complaint letter they rebooked only one car rental for the dates and Expedia has already processed the refundBased on the above, Expedia will not process any further refunds or compensation 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 to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
July 8, 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 reservationOur records indicate on April 18, 2015, the customer booked a hotel reservationAccommodations were at the [redacted] from June 11, 2015, to June 14, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we were able to verify the customer contacted Expedia due to upon the arrival at the hotel, the hotel reservation was missingExpedia has requested a copy of the receipt however I am unable to open the attachmentAt this time we are requesting the customer please provide a copy of the credit card statement or a receipt reflecting the additional charges incurred by Mr [redacted] The customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist him furtherWe 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