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
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]
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
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
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]
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 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
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
April 22, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you The information provided in the complaint we received was not linked to an account or an itineraryAt this time we are requesting Mr [redacted] please provide an itinerary number and the email address associated to the customer’s accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further 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
October 30, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ID : [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 Best Price Guarantee issue Our records reflect on August 2, Ms [redacted] accessed Expedia.com and self-booked itinerary # [redacted] for a stay at Planet Hollywood Resort and Casino, Las Vegas, NV to check in October 19, and checking out October 22, The customer attempted to file a “Best Price Guarantee” request for a refund and our system would not allow her to submit a request A review of her booking shows that she failed to meet one of the initial requirements of the program Any itinerary that can be considered for comparison through the BPG program must be booked from within the customer’s permanent Expedia account The terms and conditions of the program state that bookings made in a “guest account” are not eligible Ms [redacted] created this itinerary in a guest account She did not log into her Expedia account before creating the booking Once an itinerary is created in a guest account, it cannot be moved into a customer’s permanent account as our system does not allow an itinerary to be reassigned For this reason, when Ms [redacted] attempted to fill out the online request form for BPG, the first screen asks for her itinerary number and when entered, the system would not allow her to move forward as the itinerary is a “guest account” booking, making it ineligible for consideration Although the itinerary does not meet the stated criteria for a Best Price Guarantee, as a courtesy, we have provided her online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within her account 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 Corporate Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered 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
Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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.Expedia is responding to the consumer complaint from [redacted] R [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, 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,Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have contacted LAN Airlines directly LAN gave me a credit for the flight I was not able to take on June 24thThis credit is in the form of a voucher that allows me to purchase another flight before April After complaining for a while, LAN also agreed to eliminate the $dollars charge for changing the ticketIt is my understanding that in order to use this credit for another flight, I must buy the ticket directly with LAN Airlines At this point, there is not need for me to contact Expedia to use this creditI was not planning on using Expedia anyway for future business since I do not agree with the way this company handled my complainI do not longer trust them I want to thank the Revdex.com for helping me and help my voice be heardI was desperate and because of your intervention I did not loose my money Thank you again.Sincerely, [redacted] ***
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
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]
July 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on June 16, 2015, Mr [redacted] booked a two-night stay at the [redacted] from June 17, 2015, though June 19, According to Mr [redacted] , the place that he booked did not existHe says the property manager provided an alternative location that was nothing like the one he had bookedAs a result, he did not utilize the reservation and booked his stay at the [redacted] ***Mr [redacted] also expressed dissatisfaction with Expedia for the level or customer service that he receivedMr [redacted] is requesting a refund for both bookings We regret to hear that Mr [redacted] ’s vacation experience was not to his satisfactionAs you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotelsHowever, if an Expedia member has an unsatisfactory experience with travel booked through Expedia, we want to take appropriate action to ensure another member doesn’t have a similar experienceWe apologize for any lack of service that Mr [redacted] experienced when he counted our office for assistance Upon review, we have confirmed that on June 25, 2015, Expedia issued a full refund of $to Mr [redacted] ’s original form of payment for his booking at the [redacted] ***Regrettably, our attempts to obtain a refund for Mr [redacted] from the [redacted] were unsuccessful We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
April 5, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE [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 reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe 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 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 5, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal fromWe contacted Mr [redacted] by phone per his requestWe offered our apologies for the level of customer service that he experienced when contacting our officeIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr [redacted] was put in that positionAfter a brief discussion with Mr [redacted] , we hope that going forward; his experiences with Expedia will be positive ones Again, 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] Corporate Correspondence Team
August 30, 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 that 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 reservationWhen a reservation is self-booked using the self-service tool online, the customer is acting as their own agentAs stated previously, Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceIn addition, the customer agreed to the terms and conditions at the time of booking: 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 authorityThe Expedia website does not nor could not state each hotel’s percentage of ocean swimming areasAs the customer was correctly advised of the hotel and airline policies which they had agreed to at the time of booking, Expedia is unable to 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
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
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]
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
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
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]
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 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
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
April 22, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you The information provided in the complaint we received was not linked to an account or an itineraryAt this time we are requesting Mr [redacted] please provide an itinerary number and the email address associated to the customer’s accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further 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
October 30, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ID : [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 Best Price Guarantee issue Our records reflect on August 2, Ms [redacted] accessed Expedia.com and self-booked itinerary # [redacted] for a stay at Planet Hollywood Resort and Casino, Las Vegas, NV to check in October 19, and checking out October 22, The customer attempted to file a “Best Price Guarantee” request for a refund and our system would not allow her to submit a request A review of her booking shows that she failed to meet one of the initial requirements of the program Any itinerary that can be considered for comparison through the BPG program must be booked from within the customer’s permanent Expedia account The terms and conditions of the program state that bookings made in a “guest account” are not eligible Ms [redacted] created this itinerary in a guest account She did not log into her Expedia account before creating the booking Once an itinerary is created in a guest account, it cannot be moved into a customer’s permanent account as our system does not allow an itinerary to be reassigned For this reason, when Ms [redacted] attempted to fill out the online request form for BPG, the first screen asks for her itinerary number and when entered, the system would not allow her to move forward as the itinerary is a “guest account” booking, making it ineligible for consideration Although the itinerary does not meet the stated criteria for a Best Price Guarantee, as a courtesy, we have provided her online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within her account 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 Corporate Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered 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
Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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.Expedia is responding to the consumer complaint from [redacted] R [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, 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,Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have contacted LAN Airlines directly LAN gave me a credit for the flight I was not able to take on June 24thThis credit is in the form of a voucher that allows me to purchase another flight before April After complaining for a while, LAN also agreed to eliminate the $dollars charge for changing the ticketIt is my understanding that in order to use this credit for another flight, I must buy the ticket directly with LAN Airlines At this point, there is not need for me to contact Expedia to use this creditI was not planning on using Expedia anyway for future business since I do not agree with the way this company handled my complainI do not longer trust them I want to thank the Revdex.com for helping me and help my voice be heardI was desperate and because of your intervention I did not loose my money Thank you again.Sincerely, [redacted] ***
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
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]
July 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on June 16, 2015, Mr [redacted] booked a two-night stay at the [redacted] from June 17, 2015, though June 19, According to Mr [redacted] , the place that he booked did not existHe says the property manager provided an alternative location that was nothing like the one he had bookedAs a result, he did not utilize the reservation and booked his stay at the [redacted] ***Mr [redacted] also expressed dissatisfaction with Expedia for the level or customer service that he receivedMr [redacted] is requesting a refund for both bookings We regret to hear that Mr [redacted] ’s vacation experience was not to his satisfactionAs you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotelsHowever, if an Expedia member has an unsatisfactory experience with travel booked through Expedia, we want to take appropriate action to ensure another member doesn’t have a similar experienceWe apologize for any lack of service that Mr [redacted] experienced when he counted our office for assistance Upon review, we have confirmed that on June 25, 2015, Expedia issued a full refund of $to Mr [redacted] ’s original form of payment for his booking at the [redacted] ***Regrettably, our attempts to obtain a refund for Mr [redacted] from the [redacted] were unsuccessful We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
April 5, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE [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 reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe 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 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 5, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal fromWe contacted Mr [redacted] by phone per his requestWe offered our apologies for the level of customer service that he experienced when contacting our officeIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr [redacted] was put in that positionAfter a brief discussion with Mr [redacted] , we hope that going forward; his experiences with Expedia will be positive ones Again, 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] Corporate Correspondence Team
August 30, 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 that 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 reservationWhen a reservation is self-booked using the self-service tool online, the customer is acting as their own agentAs stated previously, Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceIn addition, the customer agreed to the terms and conditions at the time of booking: 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 authorityThe Expedia website does not nor could not state each hotel’s percentage of ocean swimming areasAs the customer was correctly advised of the hotel and airline policies which they had agreed to at the time of booking, Expedia is unable to 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