July 9, 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 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 the status of a refund that has been requested for a hotel itinerary that was cancelled Although an itinerary number wasn’t provided in the customer’s letter, it appears we are discussing booking # [redacted] Our records reflect that on June 18, Mr [redacted] contacted Expedia and an agent assisted in booking a refundable reservation at the [redacted] in Onalaska, Wisconsin to arrive on July 3, and checking out on July 5, The customer is reporting that he didn’t receive his emailed itinerary and chose to cancel the reservation It is never our intention to inconvenience our customers and Expedia regrets the difficulty Mr [redacted] experienced with this booking Expedia shows this matter was resolved on January 23, when a refund was processed for the full amount of the original itinerary, in the amount of $which was credited back to the customer’s original form of payment The time it takes to post the refund to your account depends on how quickly his credit card company processed refunds If for any reason the credit has not been received, the customer may reply back and we will contact him or he can contact his card company to check on the status of the refund, as it has been processed on our end As a courtesy, we have provided the customer’s 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 his accountWe hope he will allow us the opportunity to improve upon his experience in the future The coupon is in the account that has the following information in it: Account Holder [redacted] User Name [redacted] Email: [redacted] @aol.comAccount Number: [redacted] The customer may update and edit the information as he chooses so it will reflect what he would like it to contain 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 `
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 %
April 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, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on March 29, 2017, Ms [redacted] booked an Expedia Vacation Package which included a roundtrip flight from Washington, D.C to Florence, Italy, a four-night stay at the Porta al Prato from March 31, 2017, through April 4, and travel insurance We understand from Ms [redacted] ’s complaint that she contacted our office to cancel the bookingShe says that she was told she would be refunded in fullAlthough she received a refund for the insurance and hotel, she was not refunded for the airfareShe expected to receive the refund in 3-business days but has not so far Please offer our apologies in regards to the misunderstanding with Ms [redacted] ’s reservationWe regret any inconvenience that may have occurred and would like to assure her that every reservation is important to usThe vacation package was canceled and refund offeredAfter further review, we processed a refund of $2,467.30, to the original form of payment on April 29, Please inform Ms [redacted] that the refund will appear in her account in about 3-business days 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
Complaint: [redacted] I am rejecting this response because: I want to thank Expedia for taking time to respond to my requestI do not understand all the legal description that were provided in the responseHowever I reject Expedia's Assertion that they have no responsibility for the following reason.I booked the hotel thru Expedia, My uncle's family who was staying at the same Hotel same dates Booked through Hyatt directlyWhen he brought up the issue that happened at that hotel that weekends Hyatt fully refunded him for both daysWhen I brought up the same issue to Hyatt they said they could not refund me because I booked through ExpediaSame dates same issue however because the process was booked through two different ways different resultsI was told by Hyatt that they cannot issue the refund because my booking was thru Expedia which I believe is discrimination, considering they refunded my uncle stay fullyI believe it is expedia's responsibility to resolve this and contact hyatt and find out what the differences were and why guessed was issued a full refund when another was offered only a partial refundI understand that Expedia claims Hyatt charge me on my card but because hyatt keeps referencing expedia they are still responsible for resolving this issue Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Expedia states it needs more time to resolve this issue, therefore, issue is not yet resolvedSincerely, [redacted] ***
October 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 regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOn October 7, 2016, Expedia processed refunds in the amount of $each for the rooms being refunded back to the customer’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refunds 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 usSincerely, Lisa S [redacted] Tier Customer Service
January 4, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our 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 Mr [redacted] is stating he was charged by Expedia when booking his hotel and the hotel then also charged him when he stayedOn January 4, we contacted the customer to acknowledge receipt of their Revdex.com complaint and to secure current credit card information so we could make a refund Our records indicate on July 4, the customer accessed Expedia.com and booked a room at the [redacted] to arrive on July 4, and checking out July 5, The customer booked a “pay now” reservation type and Expedia processed a charge of $ against his American Express Card The customer states he was also charged by the hotel, which should not have billed him On January 4, Expedia has spoken with Tera at the [redacted] Inn who was able to confirm from their records that they had, in fact, billed the customer in error when he arrived for his stay They did not bill Expedia and will not do so They have agreed to Expedia refunding the customer and they asked that we extend their apology to the customer for the mistake On January 4, Expedia has processes a refund in the amount of $to the current American Express card provided by the customer We apologize to the customer also for the inconvenience this matter has caused 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
Complaint: [redacted] I am rejecting this response because: we were not informed of fees by phone booking agent only used the car for airport to hotel because of insurance concernsContacted Expedia times during trip and was hung up on once and placed on hold for minutes plus timesWe requested expidiated service as we were in the middle of a situation with the rental car and was hung up onWe booked on the phone we got the wrong room, a delayed flight and a messed up rental carWe were hit with hundreds of dollars worth of unmentioned fees and our vacation was ruinedYou may see that we have used Expedia dozens of times A practice we can I'll excercize no moreYou saying your not responsible does not make it rightI have all of my he corropondens of this transaction and will be posting it word for word on trip advisor, yelp, travel magazine blog, Facebook and any other her media source said hat will tak it and I will post this with my cooking blog every time I post a new recipe for my three hundred or so followersMy wife and I travel times a year as do most of my followersYou may also notic that I hav cancelled a trip we booked through you for March of next yearI sincerely hope that the $I was looking to be refunded was worth it to your companyJust the trip I canc pled cost you $Sincerely, [redacted] ***
April 7, 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 refund request Our records reflect on February 20, the customer accessed Expedia.com and self-booked a hotel reservation at the [redacted] Hotel in Istanbul to check in April 1, and checking out April 2, The customer is stating the hotel was overbooked and arranged for him to stay at another property, The [redacted] ***, which we show, is a slightly higher priced property on Expedia.com We do not show that Mr [redacted] contacted Expedia.com from the property to allow us to assist if he was unhappy with the arrangements the [redacted] Hotel provided Expedia acts only as a third party booking intermediary and provides the following information in our Terms of Use which customer’s agree to by completing a booking our website TERMS OF USE This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement")Please read these Terms of Use carefully, as they contain important information about limitations of liability https://www.expedia.com/p/info-other/legal.htm LIABILITY DISCLAIMER 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 PartnersThe Expedia Companies and the Expedia Partners 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 Partners 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 authority As Expedia was not contacted and as the customer agreed to our terms of use stating we are not responsible for the independent vendors performance, we cannot agree to a refund of the $Mr [redacted] paid for a one night stay The funds have been paid to the [redacted] Hotel for his booking and as they did provide for him to stay at another property, they would not allow a refund of the fees 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
October 5, 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] * [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand the customer is requesting a refund due to our Best Price GuaranteeOn October 5, 2015, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaintThe customer could not be reached and a voicemail was left Our records indicate on September 9, 2015, the customer booked a flight reservation with an Expedia representative, itinerary number [redacted] Travel was booked for one traveler from San Antonio, Texas to Chicago, Illinois, departing on September 24, 2015, on [redacted] and returning on September 26, on [redacted] The total amount paid for the reservation was $We can confirm the customer submitted the Best Price Guarantee claim online on September 10, 2015, and the claim was denied on September10, Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and subject to the rules and restrictions of those providers As a third party intermediary, we work from a live inventory The flight availability and prices are all provided to us by the airlinesOnce a flight is purchased, the airline updates the inventory with the latest availability; thus prices can changeIn addition, the booking and ticket price are not finalized until the ticket is issued Per the terms & conditions of Expedia’s Best Price Guarantee, in order for the lower price to be honored, the lower price must be available for booking at the time of contact for verification purposesWhen Ms [redacted] submitted her claim, our representative had to validate the price of the flights and the availability of the flightsDuring this verification process, Expedia was unable to locate, the lower priceAs a result the claim was denied We stand by our previous decision and will not be honoring the customer’s Best Price Guarantee claim The full terms and conditions of Expedia’s Best Price Guarantee can be reviewed at any time by clicking the following link: http://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Britt M [redacted] Tier Customer Service
July 19, 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 [redacted] We regret to hear [redacted] did not accept our response We apologize if Ms [redacted] received anything less than satisfactory customer servicePlease note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to themIf Expedia was to make a change to the itinerary per customer request, we would have to follow the terms of the airlineOnly they have the ability to discount their fees We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: of the health hazard and the cost that incurred but have not been reimbursed for(See attachment)Sincerely, [redacted]
July 28, 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding pricing on vacation package reservationsWe understand the customer is requesting Expedia to honor a previously quoted price seen on the Expedia.com website Upon further research, we were able to confirm the itinerary [redacted] the customer provided in the Revdex.com complaint was is not a booked or confirmed vacation package The Expedia website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can changeThe change can occur at any time during the booking process; however, Expedia makes every effort to update the pricing of our published inventory as often as possibleWe sincerely apologize for any inconvenience this has caused to your travel plans Regarding the differences in price, we utilize a real-time airline reservations database that contains current ticket prices and availabilityThe database is updated regularly as fares change and seats are soldPlease be advised that airlines routinely change their pricesIn addition, they limit the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer availableConsequently, it is possible that a specific fare that is available when you begin planning your trip will no longer be available when you try to confirm the seatsAirfares are subject to change until you have purchased your tickets and your reservation is confirmed Expedia strives to offer the most competitive prices to our customers with largest base of inventory available onlineExpedia is visited by millions of customers each day, who view and purchase our inventory thus making flight and hotel pricing as well as availability change consistentlyThe Expedia website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can changeThe change can occur at any time during the booking process; however, Expedia makes every effort to update the pricing of our published inventory as often as possible We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs 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, Nicole P [redacted] Tier Customer Service
October 13, 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 flight reservation We understand the customer is requesting a refund for their flight reservationOn October 13, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on March 2, 2015, the customer self-booked a flight reservation, itinerary number [redacted] , via Expedia.com’s websiteTravel was on [redacted] , departing Chicago, Illinois to Pisa, Italy on June 9, and returning June 21, We have verified the customer contacted Expedia on June 10, inquiring about a refund From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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] was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policiesWe cannot process a refund unless it is authorize by the airline On June 12, 2015, we were advised by [redacted] that they would issue a refundSubsequently, an email was sent to Mr [redacted] confirming this informationThe customer has since contacted us each month to determine the status of his refundOn October 12, 2015, Expedia advocated to [redacted] on the customer’s behalf and can confirm [redacted] processed a refund of the refundable taxes of $back to the customer’s original form of payment on July 30, We were advised that no further refunds were due as the airline offered to assist Mr [redacted] on June 9, 2015, prior to the schedule flight departure; however he never called [redacted] backThe customer did not take the flight so [redacted] changed the ticket status to a no-show thus no refund of the ticket; only the taxes [redacted] has advised the customer can contact them directly with any further questionsMr [redacted] can contact their Customer Relations department at [redacted] and provide incident # [redacted] We regret any inconvenience this matter has caused; however, Expedia is unable to provide any compensation for this matter We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Britt M [redacted] Tier Customer Service
This issue has been resolvedI think I sent enough messages to Expedia all over the place that they returned my moneyThank you for your help in thisAlso know that they were not very easy to work with and the complaints I found for reviews on this company was really badI guess this is why I contacted youSo glad you are here for other people
Complaint: [redacted] I am rejecting this response because: Refund amount owed by Expedia is $(- 128.94) where as the refund processed for whatever reasons is just Either an explanation is required about how was arrived at or else claimed amount of $to be refunded Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: all of the information is there and documentedI have all of my information, evidence, etc Asking for more time is UNACCEPTABLE Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I did use the all inclusive button to the left on there website..It dropped the total resorts in puerto rico from down to With that button checked and now only resorts that is when I booked All inclusiveWhy on earth would I go there without ever being there no car rental and not have my needs met with all inclusive In fact because they cheated me I went to bookit.com got all inclusive with no fraud I think that expedia set this up on there site with knowledge of a fraudulent behavior The button for all inclusive was hit more than once as I reviewed the resort choices I called them than in Janto reconfirmAt that point they told me I didnt book all inclusive Which I did and they said they would cancel the resort ..and than I told them after several hrs of phone conversation to cancel the flight right away tooIn there statement to the Revdex.com they lied I wanted it all canceled resort and flightThe also stated that after canceling the resort they got the money back So than I want that off my credit card Non refundable is not a problem I expected to go there all inclusive as I used there left column But when they pulled the switcher roo I canceled Because I booked all inclusive documents sent there cancellations and how they spammed my email take note there are over spams that day after the phone conversation from expedia.com
Complaint: [redacted] I am rejecting this response because: When we called in to make the changes to our initial flight plans an Expedia representative communicated to us that we would receive a refund no questions asked The representative said the refund was going to happen and even gave us a two week timeline We would not have made a new purchase otherwise For these reasons, we do not want to fill out a claim knowing that we may or may not receive a refund We just want a refund as we were told we were going to get Please issue the refund as soon as possible Sincerely, [redacted] ***
After speaking with customer service reps, then spending continuous hours on hold, my complaint was resolved by an individual who I will now refer to as 'Angel' Kate I was forwarded an email receipt, and will be watching my account to verify that the funds are returnedThank you for your service
July 9, 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 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 the status of a refund that has been requested for a hotel itinerary that was cancelled Although an itinerary number wasn’t provided in the customer’s letter, it appears we are discussing booking # [redacted] Our records reflect that on June 18, Mr [redacted] contacted Expedia and an agent assisted in booking a refundable reservation at the [redacted] in Onalaska, Wisconsin to arrive on July 3, and checking out on July 5, The customer is reporting that he didn’t receive his emailed itinerary and chose to cancel the reservation It is never our intention to inconvenience our customers and Expedia regrets the difficulty Mr [redacted] experienced with this booking Expedia shows this matter was resolved on January 23, when a refund was processed for the full amount of the original itinerary, in the amount of $which was credited back to the customer’s original form of payment The time it takes to post the refund to your account depends on how quickly his credit card company processed refunds If for any reason the credit has not been received, the customer may reply back and we will contact him or he can contact his card company to check on the status of the refund, as it has been processed on our end As a courtesy, we have provided the customer’s 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 his accountWe hope he will allow us the opportunity to improve upon his experience in the future The coupon is in the account that has the following information in it: Account Holder [redacted] User Name [redacted] Email: [redacted] @aol.comAccount Number: [redacted] The customer may update and edit the information as he chooses so it will reflect what he would like it to contain 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 `
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 %
April 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, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on March 29, 2017, Ms [redacted] booked an Expedia Vacation Package which included a roundtrip flight from Washington, D.C to Florence, Italy, a four-night stay at the Porta al Prato from March 31, 2017, through April 4, and travel insurance We understand from Ms [redacted] ’s complaint that she contacted our office to cancel the bookingShe says that she was told she would be refunded in fullAlthough she received a refund for the insurance and hotel, she was not refunded for the airfareShe expected to receive the refund in 3-business days but has not so far Please offer our apologies in regards to the misunderstanding with Ms [redacted] ’s reservationWe regret any inconvenience that may have occurred and would like to assure her that every reservation is important to usThe vacation package was canceled and refund offeredAfter further review, we processed a refund of $2,467.30, to the original form of payment on April 29, Please inform Ms [redacted] that the refund will appear in her account in about 3-business days 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
Complaint: [redacted] I am rejecting this response because: I want to thank Expedia for taking time to respond to my requestI do not understand all the legal description that were provided in the responseHowever I reject Expedia's Assertion that they have no responsibility for the following reason.I booked the hotel thru Expedia, My uncle's family who was staying at the same Hotel same dates Booked through Hyatt directlyWhen he brought up the issue that happened at that hotel that weekends Hyatt fully refunded him for both daysWhen I brought up the same issue to Hyatt they said they could not refund me because I booked through ExpediaSame dates same issue however because the process was booked through two different ways different resultsI was told by Hyatt that they cannot issue the refund because my booking was thru Expedia which I believe is discrimination, considering they refunded my uncle stay fullyI believe it is expedia's responsibility to resolve this and contact hyatt and find out what the differences were and why guessed was issued a full refund when another was offered only a partial refundI understand that Expedia claims Hyatt charge me on my card but because hyatt keeps referencing expedia they are still responsible for resolving this issue Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Expedia states it needs more time to resolve this issue, therefore, issue is not yet resolvedSincerely, [redacted] ***
October 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 regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOn October 7, 2016, Expedia processed refunds in the amount of $each for the rooms being refunded back to the customer’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refunds 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 usSincerely, Lisa S [redacted] Tier Customer Service
January 4, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our 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 Mr [redacted] is stating he was charged by Expedia when booking his hotel and the hotel then also charged him when he stayedOn January 4, we contacted the customer to acknowledge receipt of their Revdex.com complaint and to secure current credit card information so we could make a refund Our records indicate on July 4, the customer accessed Expedia.com and booked a room at the [redacted] to arrive on July 4, and checking out July 5, The customer booked a “pay now” reservation type and Expedia processed a charge of $ against his American Express Card The customer states he was also charged by the hotel, which should not have billed him On January 4, Expedia has spoken with Tera at the [redacted] Inn who was able to confirm from their records that they had, in fact, billed the customer in error when he arrived for his stay They did not bill Expedia and will not do so They have agreed to Expedia refunding the customer and they asked that we extend their apology to the customer for the mistake On January 4, Expedia has processes a refund in the amount of $to the current American Express card provided by the customer We apologize to the customer also for the inconvenience this matter has caused 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
Complaint: [redacted] I am rejecting this response because: we were not informed of fees by phone booking agent only used the car for airport to hotel because of insurance concernsContacted Expedia times during trip and was hung up on once and placed on hold for minutes plus timesWe requested expidiated service as we were in the middle of a situation with the rental car and was hung up onWe booked on the phone we got the wrong room, a delayed flight and a messed up rental carWe were hit with hundreds of dollars worth of unmentioned fees and our vacation was ruinedYou may see that we have used Expedia dozens of times A practice we can I'll excercize no moreYou saying your not responsible does not make it rightI have all of my he corropondens of this transaction and will be posting it word for word on trip advisor, yelp, travel magazine blog, Facebook and any other her media source said hat will tak it and I will post this with my cooking blog every time I post a new recipe for my three hundred or so followersMy wife and I travel times a year as do most of my followersYou may also notic that I hav cancelled a trip we booked through you for March of next yearI sincerely hope that the $I was looking to be refunded was worth it to your companyJust the trip I canc pled cost you $Sincerely, [redacted] ***
April 7, 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 refund request Our records reflect on February 20, the customer accessed Expedia.com and self-booked a hotel reservation at the [redacted] Hotel in Istanbul to check in April 1, and checking out April 2, The customer is stating the hotel was overbooked and arranged for him to stay at another property, The [redacted] ***, which we show, is a slightly higher priced property on Expedia.com We do not show that Mr [redacted] contacted Expedia.com from the property to allow us to assist if he was unhappy with the arrangements the [redacted] Hotel provided Expedia acts only as a third party booking intermediary and provides the following information in our Terms of Use which customer’s agree to by completing a booking our website TERMS OF USE This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement")Please read these Terms of Use carefully, as they contain important information about limitations of liability https://www.expedia.com/p/info-other/legal.htm LIABILITY DISCLAIMER 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 PartnersThe Expedia Companies and the Expedia Partners 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 Partners 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 authority As Expedia was not contacted and as the customer agreed to our terms of use stating we are not responsible for the independent vendors performance, we cannot agree to a refund of the $Mr [redacted] paid for a one night stay The funds have been paid to the [redacted] Hotel for his booking and as they did provide for him to stay at another property, they would not allow a refund of the fees 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
October 5, 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] * [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand the customer is requesting a refund due to our Best Price GuaranteeOn October 5, 2015, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaintThe customer could not be reached and a voicemail was left Our records indicate on September 9, 2015, the customer booked a flight reservation with an Expedia representative, itinerary number [redacted] Travel was booked for one traveler from San Antonio, Texas to Chicago, Illinois, departing on September 24, 2015, on [redacted] and returning on September 26, on [redacted] The total amount paid for the reservation was $We can confirm the customer submitted the Best Price Guarantee claim online on September 10, 2015, and the claim was denied on September10, Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and subject to the rules and restrictions of those providers As a third party intermediary, we work from a live inventory The flight availability and prices are all provided to us by the airlinesOnce a flight is purchased, the airline updates the inventory with the latest availability; thus prices can changeIn addition, the booking and ticket price are not finalized until the ticket is issued Per the terms & conditions of Expedia’s Best Price Guarantee, in order for the lower price to be honored, the lower price must be available for booking at the time of contact for verification purposesWhen Ms [redacted] submitted her claim, our representative had to validate the price of the flights and the availability of the flightsDuring this verification process, Expedia was unable to locate, the lower priceAs a result the claim was denied We stand by our previous decision and will not be honoring the customer’s Best Price Guarantee claim The full terms and conditions of Expedia’s Best Price Guarantee can be reviewed at any time by clicking the following link: http://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Britt M [redacted] Tier Customer Service
July 19, 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 [redacted] We regret to hear [redacted] did not accept our response We apologize if Ms [redacted] received anything less than satisfactory customer servicePlease note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to themIf Expedia was to make a change to the itinerary per customer request, we would have to follow the terms of the airlineOnly they have the ability to discount their fees We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: of the health hazard and the cost that incurred but have not been reimbursed for(See attachment)Sincerely, [redacted]
July 28, 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding pricing on vacation package reservationsWe understand the customer is requesting Expedia to honor a previously quoted price seen on the Expedia.com website Upon further research, we were able to confirm the itinerary [redacted] the customer provided in the Revdex.com complaint was is not a booked or confirmed vacation package The Expedia website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can changeThe change can occur at any time during the booking process; however, Expedia makes every effort to update the pricing of our published inventory as often as possibleWe sincerely apologize for any inconvenience this has caused to your travel plans Regarding the differences in price, we utilize a real-time airline reservations database that contains current ticket prices and availabilityThe database is updated regularly as fares change and seats are soldPlease be advised that airlines routinely change their pricesIn addition, they limit the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer availableConsequently, it is possible that a specific fare that is available when you begin planning your trip will no longer be available when you try to confirm the seatsAirfares are subject to change until you have purchased your tickets and your reservation is confirmed Expedia strives to offer the most competitive prices to our customers with largest base of inventory available onlineExpedia is visited by millions of customers each day, who view and purchase our inventory thus making flight and hotel pricing as well as availability change consistentlyThe Expedia website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can changeThe change can occur at any time during the booking process; however, Expedia makes every effort to update the pricing of our published inventory as often as possible We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs 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, Nicole P [redacted] Tier Customer Service
October 13, 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 flight reservation We understand the customer is requesting a refund for their flight reservationOn October 13, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on March 2, 2015, the customer self-booked a flight reservation, itinerary number [redacted] , via Expedia.com’s websiteTravel was on [redacted] , departing Chicago, Illinois to Pisa, Italy on June 9, and returning June 21, We have verified the customer contacted Expedia on June 10, inquiring about a refund From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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] was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policiesWe cannot process a refund unless it is authorize by the airline On June 12, 2015, we were advised by [redacted] that they would issue a refundSubsequently, an email was sent to Mr [redacted] confirming this informationThe customer has since contacted us each month to determine the status of his refundOn October 12, 2015, Expedia advocated to [redacted] on the customer’s behalf and can confirm [redacted] processed a refund of the refundable taxes of $back to the customer’s original form of payment on July 30, We were advised that no further refunds were due as the airline offered to assist Mr [redacted] on June 9, 2015, prior to the schedule flight departure; however he never called [redacted] backThe customer did not take the flight so [redacted] changed the ticket status to a no-show thus no refund of the ticket; only the taxes [redacted] has advised the customer can contact them directly with any further questionsMr [redacted] can contact their Customer Relations department at [redacted] and provide incident # [redacted] We regret any inconvenience this matter has caused; however, Expedia is unable to provide any compensation for this matter We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Britt M [redacted] Tier Customer Service
This issue has been resolvedI think I sent enough messages to Expedia all over the place that they returned my moneyThank you for your help in thisAlso know that they were not very easy to work with and the complaints I found for reviews on this company was really badI guess this is why I contacted youSo glad you are here for other people
Complaint: [redacted] I am rejecting this response because: Refund amount owed by Expedia is $(- 128.94) where as the refund processed for whatever reasons is just Either an explanation is required about how was arrived at or else claimed amount of $to be refunded Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: all of the information is there and documentedI have all of my information, evidence, etc Asking for more time is UNACCEPTABLE Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I did use the all inclusive button to the left on there website..It dropped the total resorts in puerto rico from down to With that button checked and now only resorts that is when I booked All inclusiveWhy on earth would I go there without ever being there no car rental and not have my needs met with all inclusive In fact because they cheated me I went to bookit.com got all inclusive with no fraud I think that expedia set this up on there site with knowledge of a fraudulent behavior The button for all inclusive was hit more than once as I reviewed the resort choices I called them than in Janto reconfirmAt that point they told me I didnt book all inclusive Which I did and they said they would cancel the resort ..and than I told them after several hrs of phone conversation to cancel the flight right away tooIn there statement to the Revdex.com they lied I wanted it all canceled resort and flightThe also stated that after canceling the resort they got the money back So than I want that off my credit card Non refundable is not a problem I expected to go there all inclusive as I used there left column But when they pulled the switcher roo I canceled Because I booked all inclusive documents sent there cancellations and how they spammed my email take note there are over spams that day after the phone conversation from expedia.com
Complaint: [redacted] I am rejecting this response because: When we called in to make the changes to our initial flight plans an Expedia representative communicated to us that we would receive a refund no questions asked The representative said the refund was going to happen and even gave us a two week timeline We would not have made a new purchase otherwise For these reasons, we do not want to fill out a claim knowing that we may or may not receive a refund We just want a refund as we were told we were going to get Please issue the refund as soon as possible Sincerely, [redacted] ***
After speaking with customer service reps, then spending continuous hours on hold, my complaint was resolved by an individual who I will now refer to as 'Angel' Kate I was forwarded an email receipt, and will be watching my account to verify that the funds are returnedThank you for your service