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]
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
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]
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