August 29, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mr [redacted] is requesting to be relocated to a different hotelOn August 28, 2017, we received receipt of the Revdex.com complaint Our records reflect May 30, 2017; an agent assisted the customer book a package reservationTravel is on American Airlines, departing September 19, 2017, from Phoenix, Arizona to Barcelona, Spain; and returning on September 29, 2017, from Barcelona, Spain to Phoenix, ArizonaThe package includes a hotel stay at the Two Hotel Barcelona by Axel-Adults only, via itinerary number [redacted] The customer is stating that Expedia did not disclose that the hotel advertises for gays Upon further researching this matter, we can confirm on July 28, 2017, the customer contacted Expedia complaining about the hotelThe customer advised that they were not disclosed that the hotel advertises for gaysThe customer requested to cancel and receive the refundExpedia contacted the hotel because it is nonrefundable, the hotel would not authorize the cancellation or refundThe hotel advised that all guest are welcome at the hotel In reviewing the account, the package reservation is active for travel on September 19, The flight is nonrefundable; the customer is responsible for the airline impose change fee of $per person; plus any fare differenceIf the customer would like to be relocated to a different hotel, Expedia can assist the customer; however it would be at the customer’s own expense Please note that 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 providersWe do not own or operate any hotels, nor do we set any policies related to refundsWe hope the customer understand that we must adhere to the policies of the hotel in this caseOur customers do have the capability to view hotels reviews online before purchasing the reservation Our website does provide information that they hotel is affiliated with international gay, lesbian, bisexual and transgender guestsExpedia is not required to provide this information Based on the above, Expedia is unable to honor the relocation or refund request We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
August 6, 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 Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on June 5, 2014, the customer self-booked a flight reservation for two travelers using Expedia’s website, itinerary [redacted] Travel was with [redacted] from San Francisco, CA to Manila, Philippines, departing on October 29, Prior to travel departure the customer contacted Expedia and cancelled the ticket for one of the travelers, [redacted] , receiving an airline credit for future use in the amount of $Ms [redacted] states she was advised by Expedia that she has until October 29, 2015, to utilize this creditUpon contacting Expedia in July 2015, Ms [redacted] was advised that [redacted] will not allow the credit to be used as it had already expiredWe understand Ms [redacted] is requesting a refund of the airline credit, minus the airline imposed penalty fee of $200.00, as she is no longer able to utilize the credit towards a new booking We have verified that at the time of cancellation Expedia contacted the airline to verify the ticket credit validity and was provided the same information forwarded to the customerHowever, when contacted again to utilize the credit, Expedia was advised that the credit value was lostExpedia 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 operating carrier and 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 As Ms [redacted] was advised she has until October 29, 2015, to rebook, but the airline credit could no longer be utilized, Expedia issued a refund in the amount of $($ticket credit minus the airline imposed penalty fee of $200.00) as a courtesy exceptionThe time it takes a refund to post to Ms [redacted] ’ account depends on how quickly her credit card company processes refunds, generally within 3-business days We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
October 7, 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 flight reservationsWe understand the customer is requesting a refund in the amount of $ Our records indicate on September 22, 2015, the customer booked flight reservations – itinerary [redacted] Travel was on [redacted] , departing October 22, 2015, from Washington DC to Las Vegas, Nevada and returning on [redacted] on October 25, 2015, for one passenger On September 22, 2015, Expedia contacted the customer to advise the airlines were unable to process the customer’s reservations as the fare for the flight was invalidAt that the customer agreed to pay the additional amount of $in order to secure and confirm the flight itinerary Expedia.com 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 Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved [redacted] and [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card)The change fees and increases in airfare are set and collected by the airline We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted] and [redacted] ------ When finalizing a reservation on Expedia.com, the user agrees to the specific rules and restrictions provided during the booking session As set forth in the Expedia Terms of Use: SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you selectPlease read these additional terms and conditions carefullyIn particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s websiteYou agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe reserve the right to cancel your booking if full payment is not received in a timely fashion You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation On October 7, 2015, as a goodwill gesture Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to receive a refund depends on how quickly the customer’s credit card company processes refunds, generally 3-days 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, Nicole P [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: If Dan from Expedia read the complaint, he would see that I did not receive an Itinerary number in the first placeThat is my main complaint besides the fact that they took my money, charged my bank account, processed my plane ticket with WOW Airlines (while missing major information) and did not send me a confirmation email or itinerary numberWhile I was on the phone with the call center agents, they acknowledged that Expedia took my money and processed this booking but there was a glitchBUT the call center agents have no power to fix this glitchDan also did not read the complaint clearly to see that my name is [redacted] and my email address is [redacted] I have an account with their website and I see my history and I have talked for hours with their customer service department about these exact issues but could not get a resolution because they have no authority I need Expedia to acknowledge their mistake and fix this issue ASAP as mentioned in my original complaint Sincerely, [redacted]
November 9, 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 [redacted] (Revdex.com case number [redacted] ) regarding flight reservations We understand the customer requesting the Best Price Guarantee Our records indicate on October 7, 2015, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Expedia.com websiteTravel was on [redacted] , departing October 25, 2015, from John FKennedy, New York to Honolulu, Hawaii, returning October 31, 2015, for one passenger Upon further research we were able to confirm the customer submitted a Best Price Guarantee on October 7, 2015, from an email address that was not associated with the customer’s Expedia.com account or itinerary, and due to security purposes the customer was advised they must resubmit their claim from the email address associated with the itinerary On October 9, 2015, the customer submitted the Best Price Guarantee claim using the email address associated with their itinerary, however, the submission was outside of the hour policy, thus the customer’s claim submission was denied On November 9, 2015, Expedia processed a refund of $for the Best Price Guarantee as a goodwill gesture back to the customer’s original form of paymentA $Best Price Guarantee coupon was deposited into the customer’s account for future Expedia Special Rate bookings 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]
February 13, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a missing hotel reservation Our records indicate that on November 17, 2017, Mr [redacted] or an authorized user of the account, booked a seven night stay online via Expedia.com, at the Westin Princeville Ocean Resort Villas, checking in on December 31, 2017, and checking out on January 7, 218, under itinerary [redacted] We understand from Mr [redacted] ’s complaint, that upon arrival he was informed that the hotel cancelled his reservation on December 28, 2017, due to overbooking and he is requesting refund in the amount of $and replacement tickets for two travelers from LAX-HI Upon receipt of Mr [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on December 31, 2017, Mr [redacted] contacted Expedia’s customer service department for assistance with his hotel reservationMr [redacted] informed our representative that the hotel cancelled his reservation as a result of overbookingAt that time, our representative reached out to the hotel and advocated on behalf of Mr [redacted] why his reservation was cancelledOur representative was advised by the hotel that they would accommodate Mr [redacted] for the night of December 31, 2017, as the hotel is overbookedOur representative then transferred Mr [redacted] to our lodging operations department to be relocated at no additional cost Please note that 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, in this case, the Westin Princeville Ocean Resort Villas, Further, our Terms of Use provide: The carriers, hotels and other suppliers providing travel or other services on the Services are independent contractors and not agents or employees of the Expedia CompaniesThe Expedia Companies 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 have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority Based on the above, Travelocity is unable to honor Mr [redacted] ’s refund request or his request to provide airfare for two, however, as a gesture of good faith we have applied an Expedia travel coupon in the amount of $to his Expedia.com accountThe coupon is valid for one year from the date of this response and good toward any Expedia special rate hotel or vacation package 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, LaToya J [redacted] Corporate Customer Service
May 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 her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is requesting Expedia to process a refund based on the Expedia Vacation Waiver insurance purchased with the booking On May 18, 2015, we attempted to contact Ms [redacted] to acknowledge receipt of her Revdex.com complaint but were unable to reach herOur records indicate on June 26, 2014, Ms [redacted] self-booked a flight reservation on Expedia.com without the assistance of an Expedia representative for four travelers departing June 17, from Philadelphia, PA to Miami, FL with [redacted] , returning June 20, Additionally, the customer purchased our Expedia Vacation Waiver insurance protection which offers:· The opportunity to change or cancel the trip for any reason (1) time prior to the scheduled start time without being charged any change or cancellation fees If canceling, any monies paid will be returned except the cost of published airfare, which may be made available as a credit for future travelOn December 29, 2014, Ms [redacted] contacted us to cancel the flights We advised Ms [redacted] that policy required we charge $per ticket when she was ready to rebook; however, since she purchased the insurance she would be eligible for a refund of those charges We also advised Ms [redacted] that the airlines require the credit to be applied towards new tickets for the same travelers on the original itinerary The customer contacted us on March 17, 2015, with a request to exchange the flights; however, the call did not complete and the exchange was not processed We were unable to reach Ms [redacted] when we attempted to call her backAfter several exchanges between the customer and Expedia, on April 20, 2015, Ms [redacted] contacted us to use her existing airline credit towards new flights for three travelers only We processed Ms [redacted] request and submitted a request internally to also process the refund for the airline penalty charged for three travelers in the amount of $ Upon further research, we were able to verify the claim for the cancellation penalty covered under the insurance waiver On May 18, 2015, a refund in the amount of $was processed back to the original form of payment Ms [redacted] still has an airline credit with US Airways in the amount of $274.76; however, travel must be completed by June 26, The airfare is non-refundable Ms [redacted] will be required to pay a $penalty at the time that she contacts Expedia to rebook using her existing airline credit At that time, we will provide a refund of that penalty We encourage Ms [redacted] to contact us at her earliest convenience to rebook her next flight as these requests cannot be processed via email The Expedia Vacation Waiver is explained as follows: http://www.expedia.com/daily/promos/travel_protection_plans/vacation_waiver.asp?...⇄ 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 usSincerely, [redacted] ***Tier Customer Service
May 11, 2015, Re: Expedia Case#’s: O- [redacted] 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 consumer complaint from [redacted] (Revdex.com Case [redacted] ) regarding a car rental reservation and a package vacation We understand Mr [redacted] is requesting a refund of $ On April 30, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaintOur records indicate on April 8, 2015, our customer service representative assisted the customer in booking a vacation package for travel on April 16, with [redacted] from Evansville, IN to Phoenix, AZ with a connection in Charlotte, NCand returning on April 21, Hotel reservations was with the [redacted] hotel for the [redacted] Room, one king bed with a request for a garden view Additionally, we booked a car reservation for Mr [redacted] with [redacted] Rent A Car for piat the Phoenix airport on April 16, Expedia.com serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers However, if one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us immediately while at the property so that we can provide an appropriate resolution Unfortunately, we were unable to locate any record of contact form the customer to report his concerns regarding the hotel changes that were made by the hotel for the room reservation We can confirm on April 25, 2015, we received a call from Mr [redacted] stating that he was billed twice for the car rental We researched the customer’s reservation and confirmed the car rental was booked separately from the package and the customer was not charged in advance; the customer chose the option to submit payment directly to [redacted] at the end of the car rental period To investigate Mr***’s claim of not receiving the services he booked, we contacted the reservations department at the [redacted] hotel and spoke with *** She confirmed the hotel was unable to provide the original room booked by Mr***, but its place, provided the customer with an upgrade with a better view at no additional charge The customer accepted the upgrade, so the hotel considers the issue resolved With regards to the seating arrangement on the flight, Expedia does not guarantee any specific seat on the flight As stated on the booking confirmation any specific seat requests must be addressed with the airline directly As the reservation was fully utilized, Expedia is unable to provide a refund for the vacation packageDespite the customer’s recent experience, we encourage Mr [redacted] to continue to use Expedia for future travel arrangementsAs a gesture of goodwill we have placed a $travel voucher to use on a future booking The Terms and Conditions for Use of the Coupon is provided below: http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp 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 usSincerely, [redacted] ***Tier Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me It just makes me not feel confident about future business with them, since I called over times and something so clear and easy was not taken care of, until I went to you I really appreciate your help! Sincerely, [redacted]
Expedia has received updated information from A [redacted] They confirmed the customer was downgraded from a Junior Suite Garden to a Junior SuiteThe hotel has authorized the refund for the difference of $119.00.On October 3, 2016, Expedia will process the refund back to the customer’s original form of payment.We thank you for allowing us to address this matter further.Sincerely,Delia K***Tier Customer Service
Complaint: [redacted] I am rejecting this response because:I am surprised that Expedia is surprised that I did not go to them first In fact, I spent over hours trying to get a resolution As they keep repeating, that the airline trip was not affected by Hurricane Irma, is NOT accurate Fort Lauderdale airport was closed on Saturday, thereby forcing the cancellation of the trip to Peru and ultimately making it possible to be in Cusco to then take the flight in question.Furthermore, I was told by Latam that Expedia sold a ticket to me that was for Peruvian Residents Only Expedia knowingly sold this This is fraud See the attached image of communications with Expedia Finally, they did NOT advocate on my behalf I had to practically beg them to call Latam, and on many occasions, Expedia reps said that the flight "could not be cancelled." The fact that I finally accepted the $voucher after they repeatedly told me that I could not cancel was NOT an acceptance on my part that the matter is closed It is still open And I want a full refund Sincerely, [redacted] ***
October 19, 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 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] (Revdex.com complaint # [redacted] ) regarding the package reservation refund request Our records show on September 21, 2016, Ms [redacted] self-booked an Expedia.com flight and hotel package reservation via booking number [redacted] , with travel commencing on December 26, for a total package price of $1,We understand from Ms***’s complaint, due to climate issues in the Bahamas, she tried to cancel the reservation but was advised there would be a cancelation feeThe customer is requesting a full refund of the money paid for the reservation Upon researching the customer’s complaint, we can confirm via the actual booking process, the customer was provided with the flight and hotel cancelation policiesMs [redacted] was advised per the airline’s fare rules; if flight is canceled a $cancelation fee would be charged and for the hotel’s cancelation policy showed, if reservation is canceled before 3pm local hotel time, Monday December 12, 2016, a fee equal to 50% of the total amount paid would be charged Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions set by that particular vendorExpedia does not charge a change or cancelation fee, any charges made for canceling a flight or hotel, is determined by each vendorBased on the information provided above, we are unable to honor Ms***’s refund request We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
January 28, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: 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 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 [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint she is requesting a refund of the credit of the reservation.Our records indicate on August 31, the customer self-booked a package with a roundtrip flight on Expedia siteThe customers flights are operated by United Airlines are scheduled to depart from StLouis to Denver on October 27, and returning on October 29, The customer dud not purchase insurance.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 providersAs a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policiesThe flights merchant of record is United Airlines, and the companies that charged the customer’s credit cardWe hope Ms [redacted] understands we have to abide by their rules and regulationsBased on the fare rules the customer agreed to at the time of booking, her ticket was non-refundable non-transferable and no changes were allowedThe customer purchased a basic economy fare ticketVia her confirmation email she was advised of the terms and conditions belowWe can confirm that on August 31, the customer was sent a confirmation email that stated the following:Restrictions include: Voluntary ticket changes or refunds are not permitted except as stated in the United 24-hour flexible booking policy 3Due to the information provided to the customer at the time of booking we are unable to offer any refunds as this flight was non-changeable.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,Hayden J [redacted] Corporate Customer Service
November 03, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding a discountUpon researching the customer’s account, we can confirm automated emails were sent out regarding a discountThere are only a limited number of codes available and are made available to customers at different timesFor those customers who are able to use the discount, this is able to be applied when on the payment pageWe understand Mr [redacted] claims he was not able to use the code as the codes available had already run outOnly as a courtesy to Mr [redacted] we have proceeded to provide an Expedia hotel coupon for $25.00USD for a future booking on Expedia.com within one year of today’s dateIn order to use the coupon the customer must book from the Expedia account associated with email address [redacted] @gmail.com online or over the phoneThis has been documented on the customer’s accountExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a coupon has been provided, Expedia considers this matter closedWe 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 usSincerely, Daniel A [redacted] Tier Customer Service
Re: Expedia Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request.Our records reflect this matter was resolved on July 19, when an Expedia agent provided refunds of two itineraries for a total of $back to the customer’s original form of payment The amount of time it takes for the credits to be available in her account depends upon how quickly her bank processes refundsWe also show that the customer was provided earlier with an Expedia travel coupon in the amount of $for her inconvenience 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 usSincerely,Roseanne G***Tier Customer Service
January 20, 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 flight refund request Regrettably, Mr***’s complaint does not provide us with an itinerary number and we have not been able to locate a flight itinerary with the information provided If he will respond to this request with the Expedia Itinerary number and the email address he used in his booking, we will be happy to research this matter and provide any resolution appropriate 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
Expedia Itinerary # [redacted] The fourth person we spoke to from Expedia was Donna in Las VegasShe refused to acknowledge the hotel websiteSaid it had no info out of the ordinary
Complaint: [redacted] I am rejecting this response because: it is really unfair! When I wanted to cancel the reservation (Despite having emails saying I could cancel) Expedia told me that I was going to be charged a $us 100+ cancelation feeNow they say that they would have refunded me the cancelation fee if I wouldn't have used the roomIf l would have known this I would have obviously not used the reservation and we wouldn't be in this mess.The reason I wanted to cancel the room was because I found better prices that night and that could have saved me $us Additionally I spent over hour speaking with their reps who were totally incompetent and couldn't fix the situationI will never again use expedia so a 50$ credit with them is completely worthless to me Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHOWEVER, it is only for short extension of timeMy travel to and from Chicago is undisputed and if they check their records, the trip was madeI attach herewith a copy of my trip itinerary that I kept and a copy of the Boarding passAs they can see, I have paid for the trip and I am entitled to the credit due meI had no idea that Expedia's staff has made no measure of effort to correct my recordsI am not given the credit for booking the travel through ExpediaI also have not received any credit for the frequent miles that is due me and my companionI tried to speak with Expedia several times prior to the trip and post trip and they are horribleI also want to add something...and that recently, my DEBIT card was used in CHICAGO and a fraud alert was sent to me by my bank and they froze my accountI have not travelled to Chicago since the trip we are discussing and have no need to use the card in ChicagoI can only speculate that someone in Chicago who has had access to my credit information may have used itI want a solution for this trip and also for my Budapest tripI am sick of companies that lack any responsibility whatsoever and I am not willing to let this go again, and again This is customer service business with credit card informationI want a solution and positive one in my favor Sincerely, [redacted] ***
May 8, Revdex.com Alaska, Oregon &Western Washington Complaint Department RE: Expedia Case O-*** Dear Better Business Bureau, Thank you for taking thetime to contact Expedia regarding an issue from our customerWe appreciate theRevdex.com allowing us time to address the comments and concernswhich have been brought to our attentionExpedia, is disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia is responding to the consumercomplaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservation Upon receipt of the Revdex.com submission, we have verified on April 26, 2015, this matter was resolved via our Expedia Customer ServiceMs [redacted] contacted Expedia and her flight exchange was processed with no airline imposed exchange fees We thank you for allowing us the opportunity to address the issues,brought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact us Sincerely, [redacted] TierCustomer Service
August 29, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mr [redacted] is requesting to be relocated to a different hotelOn August 28, 2017, we received receipt of the Revdex.com complaint Our records reflect May 30, 2017; an agent assisted the customer book a package reservationTravel is on American Airlines, departing September 19, 2017, from Phoenix, Arizona to Barcelona, Spain; and returning on September 29, 2017, from Barcelona, Spain to Phoenix, ArizonaThe package includes a hotel stay at the Two Hotel Barcelona by Axel-Adults only, via itinerary number [redacted] The customer is stating that Expedia did not disclose that the hotel advertises for gays Upon further researching this matter, we can confirm on July 28, 2017, the customer contacted Expedia complaining about the hotelThe customer advised that they were not disclosed that the hotel advertises for gaysThe customer requested to cancel and receive the refundExpedia contacted the hotel because it is nonrefundable, the hotel would not authorize the cancellation or refundThe hotel advised that all guest are welcome at the hotel In reviewing the account, the package reservation is active for travel on September 19, The flight is nonrefundable; the customer is responsible for the airline impose change fee of $per person; plus any fare differenceIf the customer would like to be relocated to a different hotel, Expedia can assist the customer; however it would be at the customer’s own expense Please note that 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 providersWe do not own or operate any hotels, nor do we set any policies related to refundsWe hope the customer understand that we must adhere to the policies of the hotel in this caseOur customers do have the capability to view hotels reviews online before purchasing the reservation Our website does provide information that they hotel is affiliated with international gay, lesbian, bisexual and transgender guestsExpedia is not required to provide this information Based on the above, Expedia is unable to honor the relocation or refund request We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
August 6, 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 Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on June 5, 2014, the customer self-booked a flight reservation for two travelers using Expedia’s website, itinerary [redacted] Travel was with [redacted] from San Francisco, CA to Manila, Philippines, departing on October 29, Prior to travel departure the customer contacted Expedia and cancelled the ticket for one of the travelers, [redacted] , receiving an airline credit for future use in the amount of $Ms [redacted] states she was advised by Expedia that she has until October 29, 2015, to utilize this creditUpon contacting Expedia in July 2015, Ms [redacted] was advised that [redacted] will not allow the credit to be used as it had already expiredWe understand Ms [redacted] is requesting a refund of the airline credit, minus the airline imposed penalty fee of $200.00, as she is no longer able to utilize the credit towards a new booking We have verified that at the time of cancellation Expedia contacted the airline to verify the ticket credit validity and was provided the same information forwarded to the customerHowever, when contacted again to utilize the credit, Expedia was advised that the credit value was lostExpedia 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 operating carrier and 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 As Ms [redacted] was advised she has until October 29, 2015, to rebook, but the airline credit could no longer be utilized, Expedia issued a refund in the amount of $($ticket credit minus the airline imposed penalty fee of $200.00) as a courtesy exceptionThe time it takes a refund to post to Ms [redacted] ’ account depends on how quickly her credit card company processes refunds, generally within 3-business days We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
October 7, 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 flight reservationsWe understand the customer is requesting a refund in the amount of $ Our records indicate on September 22, 2015, the customer booked flight reservations – itinerary [redacted] Travel was on [redacted] , departing October 22, 2015, from Washington DC to Las Vegas, Nevada and returning on [redacted] on October 25, 2015, for one passenger On September 22, 2015, Expedia contacted the customer to advise the airlines were unable to process the customer’s reservations as the fare for the flight was invalidAt that the customer agreed to pay the additional amount of $in order to secure and confirm the flight itinerary Expedia.com 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 Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved [redacted] and [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card)The change fees and increases in airfare are set and collected by the airline We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted] and [redacted] ------ When finalizing a reservation on Expedia.com, the user agrees to the specific rules and restrictions provided during the booking session As set forth in the Expedia Terms of Use: SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you selectPlease read these additional terms and conditions carefullyIn particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s websiteYou agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe reserve the right to cancel your booking if full payment is not received in a timely fashion You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation On October 7, 2015, as a goodwill gesture Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to receive a refund depends on how quickly the customer’s credit card company processes refunds, generally 3-days 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, Nicole P [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: If Dan from Expedia read the complaint, he would see that I did not receive an Itinerary number in the first placeThat is my main complaint besides the fact that they took my money, charged my bank account, processed my plane ticket with WOW Airlines (while missing major information) and did not send me a confirmation email or itinerary numberWhile I was on the phone with the call center agents, they acknowledged that Expedia took my money and processed this booking but there was a glitchBUT the call center agents have no power to fix this glitchDan also did not read the complaint clearly to see that my name is [redacted] and my email address is [redacted] I have an account with their website and I see my history and I have talked for hours with their customer service department about these exact issues but could not get a resolution because they have no authority I need Expedia to acknowledge their mistake and fix this issue ASAP as mentioned in my original complaint Sincerely, [redacted]
November 9, 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 [redacted] (Revdex.com case number [redacted] ) regarding flight reservations We understand the customer requesting the Best Price Guarantee Our records indicate on October 7, 2015, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Expedia.com websiteTravel was on [redacted] , departing October 25, 2015, from John FKennedy, New York to Honolulu, Hawaii, returning October 31, 2015, for one passenger Upon further research we were able to confirm the customer submitted a Best Price Guarantee on October 7, 2015, from an email address that was not associated with the customer’s Expedia.com account or itinerary, and due to security purposes the customer was advised they must resubmit their claim from the email address associated with the itinerary On October 9, 2015, the customer submitted the Best Price Guarantee claim using the email address associated with their itinerary, however, the submission was outside of the hour policy, thus the customer’s claim submission was denied On November 9, 2015, Expedia processed a refund of $for the Best Price Guarantee as a goodwill gesture back to the customer’s original form of paymentA $Best Price Guarantee coupon was deposited into the customer’s account for future Expedia Special Rate bookings 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]
February 13, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a missing hotel reservation Our records indicate that on November 17, 2017, Mr [redacted] or an authorized user of the account, booked a seven night stay online via Expedia.com, at the Westin Princeville Ocean Resort Villas, checking in on December 31, 2017, and checking out on January 7, 218, under itinerary [redacted] We understand from Mr [redacted] ’s complaint, that upon arrival he was informed that the hotel cancelled his reservation on December 28, 2017, due to overbooking and he is requesting refund in the amount of $and replacement tickets for two travelers from LAX-HI Upon receipt of Mr [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on December 31, 2017, Mr [redacted] contacted Expedia’s customer service department for assistance with his hotel reservationMr [redacted] informed our representative that the hotel cancelled his reservation as a result of overbookingAt that time, our representative reached out to the hotel and advocated on behalf of Mr [redacted] why his reservation was cancelledOur representative was advised by the hotel that they would accommodate Mr [redacted] for the night of December 31, 2017, as the hotel is overbookedOur representative then transferred Mr [redacted] to our lodging operations department to be relocated at no additional cost Please note that 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, in this case, the Westin Princeville Ocean Resort Villas, Further, our Terms of Use provide: The carriers, hotels and other suppliers providing travel or other services on the Services are independent contractors and not agents or employees of the Expedia CompaniesThe Expedia Companies 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 have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority Based on the above, Travelocity is unable to honor Mr [redacted] ’s refund request or his request to provide airfare for two, however, as a gesture of good faith we have applied an Expedia travel coupon in the amount of $to his Expedia.com accountThe coupon is valid for one year from the date of this response and good toward any Expedia special rate hotel or vacation package 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, LaToya J [redacted] Corporate Customer Service
May 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 her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is requesting Expedia to process a refund based on the Expedia Vacation Waiver insurance purchased with the booking On May 18, 2015, we attempted to contact Ms [redacted] to acknowledge receipt of her Revdex.com complaint but were unable to reach herOur records indicate on June 26, 2014, Ms [redacted] self-booked a flight reservation on Expedia.com without the assistance of an Expedia representative for four travelers departing June 17, from Philadelphia, PA to Miami, FL with [redacted] , returning June 20, Additionally, the customer purchased our Expedia Vacation Waiver insurance protection which offers:· The opportunity to change or cancel the trip for any reason (1) time prior to the scheduled start time without being charged any change or cancellation fees If canceling, any monies paid will be returned except the cost of published airfare, which may be made available as a credit for future travelOn December 29, 2014, Ms [redacted] contacted us to cancel the flights We advised Ms [redacted] that policy required we charge $per ticket when she was ready to rebook; however, since she purchased the insurance she would be eligible for a refund of those charges We also advised Ms [redacted] that the airlines require the credit to be applied towards new tickets for the same travelers on the original itinerary The customer contacted us on March 17, 2015, with a request to exchange the flights; however, the call did not complete and the exchange was not processed We were unable to reach Ms [redacted] when we attempted to call her backAfter several exchanges between the customer and Expedia, on April 20, 2015, Ms [redacted] contacted us to use her existing airline credit towards new flights for three travelers only We processed Ms [redacted] request and submitted a request internally to also process the refund for the airline penalty charged for three travelers in the amount of $ Upon further research, we were able to verify the claim for the cancellation penalty covered under the insurance waiver On May 18, 2015, a refund in the amount of $was processed back to the original form of payment Ms [redacted] still has an airline credit with US Airways in the amount of $274.76; however, travel must be completed by June 26, The airfare is non-refundable Ms [redacted] will be required to pay a $penalty at the time that she contacts Expedia to rebook using her existing airline credit At that time, we will provide a refund of that penalty We encourage Ms [redacted] to contact us at her earliest convenience to rebook her next flight as these requests cannot be processed via email The Expedia Vacation Waiver is explained as follows: http://www.expedia.com/daily/promos/travel_protection_plans/vacation_waiver.asp?...⇄ 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 usSincerely, [redacted] ***Tier Customer Service
May 11, 2015, Re: Expedia Case#’s: O- [redacted] 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 consumer complaint from [redacted] (Revdex.com Case [redacted] ) regarding a car rental reservation and a package vacation We understand Mr [redacted] is requesting a refund of $ On April 30, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaintOur records indicate on April 8, 2015, our customer service representative assisted the customer in booking a vacation package for travel on April 16, with [redacted] from Evansville, IN to Phoenix, AZ with a connection in Charlotte, NCand returning on April 21, Hotel reservations was with the [redacted] hotel for the [redacted] Room, one king bed with a request for a garden view Additionally, we booked a car reservation for Mr [redacted] with [redacted] Rent A Car for piat the Phoenix airport on April 16, Expedia.com serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers However, if one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us immediately while at the property so that we can provide an appropriate resolution Unfortunately, we were unable to locate any record of contact form the customer to report his concerns regarding the hotel changes that were made by the hotel for the room reservation We can confirm on April 25, 2015, we received a call from Mr [redacted] stating that he was billed twice for the car rental We researched the customer’s reservation and confirmed the car rental was booked separately from the package and the customer was not charged in advance; the customer chose the option to submit payment directly to [redacted] at the end of the car rental period To investigate Mr***’s claim of not receiving the services he booked, we contacted the reservations department at the [redacted] hotel and spoke with *** She confirmed the hotel was unable to provide the original room booked by Mr***, but its place, provided the customer with an upgrade with a better view at no additional charge The customer accepted the upgrade, so the hotel considers the issue resolved With regards to the seating arrangement on the flight, Expedia does not guarantee any specific seat on the flight As stated on the booking confirmation any specific seat requests must be addressed with the airline directly As the reservation was fully utilized, Expedia is unable to provide a refund for the vacation packageDespite the customer’s recent experience, we encourage Mr [redacted] to continue to use Expedia for future travel arrangementsAs a gesture of goodwill we have placed a $travel voucher to use on a future booking The Terms and Conditions for Use of the Coupon is provided below: http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp 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 usSincerely, [redacted] ***Tier Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me It just makes me not feel confident about future business with them, since I called over times and something so clear and easy was not taken care of, until I went to you I really appreciate your help! Sincerely, [redacted]
Expedia has received updated information from A [redacted] They confirmed the customer was downgraded from a Junior Suite Garden to a Junior SuiteThe hotel has authorized the refund for the difference of $119.00.On October 3, 2016, Expedia will process the refund back to the customer’s original form of payment.We thank you for allowing us to address this matter further.Sincerely,Delia K***Tier Customer Service
Complaint: [redacted] I am rejecting this response because:I am surprised that Expedia is surprised that I did not go to them first In fact, I spent over hours trying to get a resolution As they keep repeating, that the airline trip was not affected by Hurricane Irma, is NOT accurate Fort Lauderdale airport was closed on Saturday, thereby forcing the cancellation of the trip to Peru and ultimately making it possible to be in Cusco to then take the flight in question.Furthermore, I was told by Latam that Expedia sold a ticket to me that was for Peruvian Residents Only Expedia knowingly sold this This is fraud See the attached image of communications with Expedia Finally, they did NOT advocate on my behalf I had to practically beg them to call Latam, and on many occasions, Expedia reps said that the flight "could not be cancelled." The fact that I finally accepted the $voucher after they repeatedly told me that I could not cancel was NOT an acceptance on my part that the matter is closed It is still open And I want a full refund Sincerely, [redacted] ***
October 19, 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 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] (Revdex.com complaint # [redacted] ) regarding the package reservation refund request Our records show on September 21, 2016, Ms [redacted] self-booked an Expedia.com flight and hotel package reservation via booking number [redacted] , with travel commencing on December 26, for a total package price of $1,We understand from Ms***’s complaint, due to climate issues in the Bahamas, she tried to cancel the reservation but was advised there would be a cancelation feeThe customer is requesting a full refund of the money paid for the reservation Upon researching the customer’s complaint, we can confirm via the actual booking process, the customer was provided with the flight and hotel cancelation policiesMs [redacted] was advised per the airline’s fare rules; if flight is canceled a $cancelation fee would be charged and for the hotel’s cancelation policy showed, if reservation is canceled before 3pm local hotel time, Monday December 12, 2016, a fee equal to 50% of the total amount paid would be charged Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions set by that particular vendorExpedia does not charge a change or cancelation fee, any charges made for canceling a flight or hotel, is determined by each vendorBased on the information provided above, we are unable to honor Ms***’s refund request We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
January 28, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: 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 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 [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint she is requesting a refund of the credit of the reservation.Our records indicate on August 31, the customer self-booked a package with a roundtrip flight on Expedia siteThe customers flights are operated by United Airlines are scheduled to depart from StLouis to Denver on October 27, and returning on October 29, The customer dud not purchase insurance.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 providersAs a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policiesThe flights merchant of record is United Airlines, and the companies that charged the customer’s credit cardWe hope Ms [redacted] understands we have to abide by their rules and regulationsBased on the fare rules the customer agreed to at the time of booking, her ticket was non-refundable non-transferable and no changes were allowedThe customer purchased a basic economy fare ticketVia her confirmation email she was advised of the terms and conditions belowWe can confirm that on August 31, the customer was sent a confirmation email that stated the following:Restrictions include: Voluntary ticket changes or refunds are not permitted except as stated in the United 24-hour flexible booking policy 3Due to the information provided to the customer at the time of booking we are unable to offer any refunds as this flight was non-changeable.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,Hayden J [redacted] Corporate Customer Service
November 03, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding a discountUpon researching the customer’s account, we can confirm automated emails were sent out regarding a discountThere are only a limited number of codes available and are made available to customers at different timesFor those customers who are able to use the discount, this is able to be applied when on the payment pageWe understand Mr [redacted] claims he was not able to use the code as the codes available had already run outOnly as a courtesy to Mr [redacted] we have proceeded to provide an Expedia hotel coupon for $25.00USD for a future booking on Expedia.com within one year of today’s dateIn order to use the coupon the customer must book from the Expedia account associated with email address [redacted] @gmail.com online or over the phoneThis has been documented on the customer’s accountExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a coupon has been provided, Expedia considers this matter closedWe 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 usSincerely, Daniel A [redacted] Tier Customer Service
Re: Expedia Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request.Our records reflect this matter was resolved on July 19, when an Expedia agent provided refunds of two itineraries for a total of $back to the customer’s original form of payment The amount of time it takes for the credits to be available in her account depends upon how quickly her bank processes refundsWe also show that the customer was provided earlier with an Expedia travel coupon in the amount of $for her inconvenience 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 usSincerely,Roseanne G***Tier Customer Service
January 20, 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 flight refund request Regrettably, Mr***’s complaint does not provide us with an itinerary number and we have not been able to locate a flight itinerary with the information provided If he will respond to this request with the Expedia Itinerary number and the email address he used in his booking, we will be happy to research this matter and provide any resolution appropriate 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
Expedia Itinerary # [redacted] The fourth person we spoke to from Expedia was Donna in Las VegasShe refused to acknowledge the hotel websiteSaid it had no info out of the ordinary
Complaint: [redacted] I am rejecting this response because: it is really unfair! When I wanted to cancel the reservation (Despite having emails saying I could cancel) Expedia told me that I was going to be charged a $us 100+ cancelation feeNow they say that they would have refunded me the cancelation fee if I wouldn't have used the roomIf l would have known this I would have obviously not used the reservation and we wouldn't be in this mess.The reason I wanted to cancel the room was because I found better prices that night and that could have saved me $us Additionally I spent over hour speaking with their reps who were totally incompetent and couldn't fix the situationI will never again use expedia so a 50$ credit with them is completely worthless to me Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHOWEVER, it is only for short extension of timeMy travel to and from Chicago is undisputed and if they check their records, the trip was madeI attach herewith a copy of my trip itinerary that I kept and a copy of the Boarding passAs they can see, I have paid for the trip and I am entitled to the credit due meI had no idea that Expedia's staff has made no measure of effort to correct my recordsI am not given the credit for booking the travel through ExpediaI also have not received any credit for the frequent miles that is due me and my companionI tried to speak with Expedia several times prior to the trip and post trip and they are horribleI also want to add something...and that recently, my DEBIT card was used in CHICAGO and a fraud alert was sent to me by my bank and they froze my accountI have not travelled to Chicago since the trip we are discussing and have no need to use the card in ChicagoI can only speculate that someone in Chicago who has had access to my credit information may have used itI want a solution for this trip and also for my Budapest tripI am sick of companies that lack any responsibility whatsoever and I am not willing to let this go again, and again This is customer service business with credit card informationI want a solution and positive one in my favor Sincerely, [redacted] ***
May 8, Revdex.com Alaska, Oregon &Western Washington Complaint Department RE: Expedia Case O-*** Dear Better Business Bureau, Thank you for taking thetime to contact Expedia regarding an issue from our customerWe appreciate theRevdex.com allowing us time to address the comments and concernswhich have been brought to our attentionExpedia, is disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia is responding to the consumercomplaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservation Upon receipt of the Revdex.com submission, we have verified on April 26, 2015, this matter was resolved via our Expedia Customer ServiceMs [redacted] contacted Expedia and her flight exchange was processed with no airline imposed exchange fees We thank you for allowing us the opportunity to address the issues,brought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact us Sincerely, [redacted] TierCustomer Service