The Corporate Team Supervisor from Expedia finally settled the situation with me by booking me another flight with my family at a better time and a different airlines No charge was placed on my behalf Thank you, [redacted]
April 3, 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 car reservation We understand Mr [redacted] is requesting a refundOn March 26, 2017, we received receipt of the Revdex.com complaint Our records reflect on February 8, 2016, the customer self-booked two package reservationsThe first one for [redacted] and [redacted] , a hotel stay at the [redacted] ***-All Inclusive with two rooms chedate December 26, 2016, check-out date December 31, The package includes a car rental with [redacted] in Cancun, MexicoThe package includes the car rental insurance, via itinerary number [redacted] The second reservation for Adele [redacted] , a hotel stay at the [redacted] ***-All InclusiveThe package includes a car rental with [redacted] in Cancun, Mexico, via itinerary number [redacted] The customer is stating that one of the car reservations did not include the car rental insurance and did not have the same piand drop-off times as the other itinerary Upon further researching the matter, we can confirm on December 14, 2016, the customer contacted Expedia to change the piand drop-off times for the itinerary number [redacted] onlyThe customer wanted to pick up at 5:30pm and drop off at 3:00pmExpedia contacted the vendor; they advised that they could hold the car for 6-hours; however they could not guarantee itThe customer understood and advised they would contact the vendor directly Expedia was able to review the customer’s booking session that was made on February 8, During the booking path on our website the customer selected the piand drop-off times for 11:00am for the itinerary number [redacted] The customer selected the pifor 6:00pm and drop-off times for 3:00pm for the itinerary number [redacted] The customer only added the car rental insurance and was charged once for the insurance for the itinerary number [redacted] 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 travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingEach vendor has its own specific set of policies and procedures as does each booking purchased We hope the customer understands Expedia cannot honor the request for the refund 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
June 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refundOn May 21, 2016, we received the receipt of the Revdex.com complaint Our records reflect on February 10, 2016, the customer self-booked a flight reservation using Expedia.com Travel was on China Eastern Airlines, departing May 6, 2016, from Los Angles, California to Osaka Itami, Japan; returning on May 18, 2016, from Osaka Kansai, Japan to Los Angles, CaliforniaThe customer is stating was unaware of an airline schedule change on the return flight and had missed the flight 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 friendly However, 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 China Eastern Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on May 18, 2016, the customer contacted Expedia, advising she did not receive any notification of the airline schedule change for the return flightThe customer advised us that she was at the airport; however the flight was leaving in a few minutesOur agent contacted the airline; they advised they could not allow the customer to board the flight as the customer did not cheon timeThe airline did not have another flight for the customer Our agent advised the customer Eastern China cannot assisted the customer, we offered to rebook the customer; however the customer would have to pay for the new bookingThe customer declined On May 19, 2016, the customer contacted Expedia, advising she did not receive any confirmation of the airline schedule changeThe customer advised that the return date was booked for May 19, and not May 18, Our agent advised the customer, self-booked the dates for departing May 6, and returning on May 18, The customer advised that she only received part of the itinerary, our agent did advised the customer found no calls from the customer until May 18, Our agent advised Expedia could only book a one-way flight back to Los Angles, California; however the customer would be responsible for the costThe customer declined On June 8, 2016, Expedia contacted the airline, on the customer’s behalf; they advised the customer arrived on May 18, 2016; however was late to cheand was marked as a no showThe airline advised the ticket does not have any value on itChina Eastern advised the schedule change was for the return flight; however was only a time change In reviewing Ms***’s account on March 1, 2016, Expedia did send the customer an automated email regarding the airline schedule change for the return flight Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Expedia does advised our customers to reconfirm their international flight reservation at least hours prior to departure by contacting the airline directly, which is located on the customer itineraryWe hope the customer understands Expedia cannot honor the request for the refund on the return flight or for the new flight or for international phone calls We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: the facts stated by Expedia are incorrectThe star ratings based on other agencies are not what is cited by this responseAs well as the pricing for the room is incorrect Sincerely, [redacted]
October 25, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand [redacted] is requesting a refundOn October 24, 2016, we received receipt of the Revdex.com complaint Our records reflect on June 8, 2016, the customer self-booked a package reservation for [redacted] and Nada HassanTravel was on Spirit Airlines, departing July 8, 2016, from Detroit, Michigan to Fort Lauderdale, Florida; returning on July 12, 2016, from Fort Lauderdale, Florida to Detroit, MichiganThe package includes a hotel stay at the W Fort LauderdaleItinerary Number: [redacted] The customer is stating they submitted a Best Price Guarantee claim; however the customer has not been refunded Upon further researching this matter, we can confirm on June 8, 2016, the customer submitted a Best Price Guarantee claim form with an attachmentExpedia replied to the customer advising they did not meet the criteria per the terms and conditions for the Best Price Guarantee policyExpedia advised the customer the rate must be available to the general public and that the airline site is a membership website Expedia has reviewed the customer’s attachment that was submitted on June 8, The customer did not match the reservation apples to applesThe customer’s attachment does not reflect the room type or the number of travelers for the flight reservation As rates do fluctuate, Expedia offers a Best Price Guarantee PromotionIf the customer finds a lower rate on Expedia or on another U.Sbased website within hours of booking with Expedia, we will credit or refund the difference in priceThe Terms and Conditions for the Best Price Guarantee Promotion states as follows Must be "Apples to Apples" Comparison The Best Price Guarantee is available only for exact itinerary matchesFor example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com Verification of Claims All requests, including receipts, are subject to verification by Expedia.com Expedia.com will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia.com personnelNor will Expedia.com verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faith For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser – https://www.expedia.com/p/info-other/guarantees We hope the customer understands, Expedia cannot honor the request for the refund or the coupon Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
November 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Thank you for forwarding the Revdex.com consumer rebuttal from Ms***According to Ms***’s rebuttal, Expedia should have alerted the passenger about the canceled flight and is requesting a refund as a resultPlease be advised that Expedia can only alter our mutual customers about a canceled flight if we receive notice from the airline prior to the travel date We apologize for the inconvenience this may have causedPlease be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes and cancellationsPlease 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 them 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
March 9, 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 [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationOur records indicate that on February 8, 2017, the customer self-booked a flight and car reservation, along with travel insurance for both, through the Expedia.com websiteTravel was with Delta AirlinesWe understand from the complaint the customer is requesting a refundAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedDelta Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaIn addition, Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenThe travel Insurance as noted in the Plan Coverage tab, Expedia only covers pre-trip cancellation as follows: We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule if you are prevented from taking your Covered Trip due to your, an Immediate Family Member's, Traveling Companion's, or Business Partner's Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered TripThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered TripThe customer contacted Expedia on March 5, 2017, via email requesting to change the reservation and/or utilize her insuranceThe assisting representative advised the customer of the airline’s terms and condition which the customer agreed to at the time of booking and the terms and conditions regarding the insurance which she had bookedThe assisting representative advised the customer that according to the airline’s terms and conditions; the ticket was non-refundable and it is a loss value ticketDelta Airline’s imposed change fee is $200.00, plus any possible fare differenceAs we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requestedWe thank you for allowing us the opportunity to address the issues which have been brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: If you paid for something and it did not meet your expectations or was of good quality wouldn't you want your money back? I made the reservation online not knowing what The Garfield Suites Hotel looked like on the inside and outsideThe pictures on the internet looked like the hotel might be a decent hotel but upon arrival it did not look as it was picturedI was deceived by the picturesIf I had known what this hotel looked like before arrival, I would have never made the reservationI called Garfield Suites to ask them if they could refund my money and they said I would have to call Expedia to get my money backWhen I called Expedia, they said I had to call The Garfield Suites hotel to get my money backSo which one is it? Both Expedia and the Garfield Suites hotel said I have to call one another, just giving me the run aroundI called the hotel to let them know I was canceling the reservation so they could have rented it to another guestI didn't like the quality of the hotel so I didn't stay thereI should not have to pay for a room I did not want to stay in because it didn't meet my standards Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:1) Expedia did NOT provide us with reasonable alternative, despite that their response claim that they didIn fact, after we called the re-location deartment (as they would not call us back), they offered us several hotels that were completely different from what we have paied forExpedia claims that their relocation department provided comparable alternative accomodationThat is not the caseWe have booked all inclusive stay (meaning that all our meals and drinks were included in the price we paid to Expedia)However, Expedia relocation departmnet offered us hotels such as [redacted] ( NOT all inclusive and absolutely not suitable for our years old son) they also offered star hotel that was in no close proximity to other servicesmeaning, we would have to pay for meals at star restaurants on top of what we already paid to ExpediaExpedia did not provide us with any type of vouchers to correct this situation (as many other providers regularly do).Hence, no, we were never provided comparable altearnative we could accept without addittional cost incured on our part.We have personally recorded the conversation (we had to pay for as a long distance call) with their relocation departmentHence, we can easily prove it.2) Expedia never properly ''advocated on our behalf'' as their reply statesQuite the contrary, their service was unprofessional and caused us great stress and frustration on the day of our planned departureAgain, we have all this recorded.3) We are shocked that despite the fact that Expedia failed to provide reasonable alternative, they still refuse to refund us in fullWe purchased a packagePackage means : flight+hotelWe, of course, could not just flight out to Greece with a young child with no accomodationhence, the reason why we missed the flight (that Expedia refuses to refund) is because they failed to provide us with accomodation we paid for.4) Our credit card company is now investigating questionable charges made to our credit card by Expedia.We are also in contact with media outlet interested in our story as we hope that we will be able to warn as many families and consumers as possible about the way Expedia can treat thei paiyng customersWe hope that the business will, at some point start to act ethically.Sincerely, [redacted]
April 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our 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 [redacted] (Revdex.com case ID [redacted] ) regarding phone callsExpedia appreciates the customer reaching out to us regarding phone calls that they have recently receivedWe have confirmed that these phone calls were neither generated nor authorized by ExpediaWe have identified these incidences as telephone phishing scams targeting residentsOur information security team has indicated that there has been no data breach by Expedia as the phone calls are targeting residents in general – not just Expedia customersIn fact, many of the complaints we are receiving are from non-Expedia customersThis scam is using the Expedia name in an illegal mannerWe can assure Ms [redacted] that Expedia has reported this fraudulent activity to law enforcementWe suggest she does the same and visits the following website to report the incident as well - • Federal Trade Commission (http://www.consumer.ftc.gov/articles/0341-file-complaint-ftc#Types) If Ms [redacted] responded to the call by providing credit/debit or other financial account information, we strongly encourage her to contact her issuing bank for further guidanceWe at Expedia recognize the significant level of trust required to book travel with usAs such, we are glad to report that this incident is not a breach of privacy on our part, but for more information on how we protect the private information of our customers please visit our Privacy Policy page at http://www.expedia.ca/daily/enc4105/service/privacy.aspWe 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
April 21, 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 customerWe 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 their reservation 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 caseSincerely, 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 mePlease send $to my e-mail at [redacted] @gmail.com with instructions on how to use itYou can also call me at [redacted] Thank youSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Expedia was incorrect when they said I did not submitted a screnshot in my second complaint showing that the hotel itself was cheaper then I paid with ExpediaI have submitted both my receipt showing Expedia offered the exact room to me at $and a $rewards fee was used that I EARNED from many trips and points accrued by booking through Expedia in the pastI also sent the same screenshot that Expedia falsely says they never got in my second email when I stated that even the [redacted] Hotel itself offered the exact room at $I was charged $over the cost the actual hotel charged, the only difference was that I paid that $increase with earned money from a lot of past trips I booked with Expedia Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, I would appreciate Expedia to take action to make this not a one-time exception in my case, as many people are effected by this regulation.Sincerely, [redacted] t
Complaint: [redacted] I am rejecting this response because: I have sent all the documents and I have attached it to this thread as wellYou will see in the "Balloon Request" that I requested, in advance, to decorate my Junior Suite with balloonsIn "ex2" you will also see and can verify with the hotel that that is a Deluxe Suite they decorated insteadThat proves before I got to the hotel, before I even saw the room & realized they did not have ocean views, that they upgraded me out of their kindness and not due to the negligence of ExpediaI have cross referenced the hotel's website with Expedia'sThere is no mention of an ocean view room within a Junior Suite room and the fact that it is still on Expedia's website, even after I complained that it does not exist, continues to prove Expedia's negligence You continue to mention that I stayed there all four nights as if I had a choiceI called Expedia & requested them to transfer me to a hotel that offered what was falsely advertised and that lead to a series of transfers that ended up with me getting hung up onOnce again, in a different country, with no transportation, where was I going to go especially since the company that I booked through offered no assistance? Do what you will with that information, after this I will be proceeding forward with my other optionsSincerely, [redacted] ***
March 6, 2018Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: 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 package We understand Ms [redacted] has a complaint regarding a recent package booked through ExpediaWe researched this matter further and our records show a hotel and flight package was booked via our website on February 28, 2018, by Ms [redacted] or an authorized user to their Expedia account, without assistance from an Expedia representative.Expedia was contacted the same day the reservation was booked and the caller indicated the return flights were not confirmed on the confirmation emailUpon checking Expedia representative was able to determine a site error was encountered, however the only alternative was to cancel and refund the entire packageThe customer credit card was refunded $for the hotel portion, and the authorization hold fell off the customer’s credit card, so the customer was not charged for the flights and ultimately refunded in full.Although rare we do understand site errors can sometimes occur, we apologize for any inconvenience caused in this matter.Taking into account your experience we would like to offer a $Expedia Travel Coupon that can be redeemed toward the future purchase of a Expedia 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 your accountYou will receive a separate email with the associated Terms & ConditionsWe hope you will allow us the opportunity to improve upon your experience in the future.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,Kiki R***Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: MsK [redacted] called on Thursday April 21st at 11:08amFlight prices are usually much higher if searched from Thursday to SundayI highlighted to MsK [redacted] that the price she was quoting me at that time was higher than the price I foundI noted that I just want to use my flight credit and did not want to pay any additional money to Expedia given the level of difficulty and frustration they have createdMsK [redacted] suggested that I call back and ask to be transferred to the corporate office for someone to assist me when I find a suitable priceI highlighted all prior issues I've had trying to be transferred, and ask for MsK [redacted] to provide the direct corporate number instead of being transferredShe told me that she couldn't provide the direct number because it is Expedia's policy to go through the general number I appreciate MsK [redacted] effort but it doesn't help meI believe that if Expedia is genuinely trying to resolve this problem then there shouldn't be an issue sharing their corporate office numberThere is almost a 100% certainty that I will be given the run around again if I call back the numberThis is my money and I should be able to go online and book the flight I want without a hassleThis ongoing issue has already spoiled the joy of vacationing for me and my family I am kindly asking the Better Business Buro to keep the case open until I am able to get someone on the line who can book the flights for meI will try calling again next week between Monday and WednesdayThank you for your consideration Sincerely and best regards, [redacted] ***
September 24, 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 hotel reservationWe understand from Mr***’s complaint he is requesting his best price guarantee claims to be honored.Our records reflect that on September 12, the customer called Expedia and booked a hotel reservation for two travelers using Expedia.com under itinerary [redacted] The customer purchased an eight night hotel reservation at Club Quarters Hotel, Midtown, checking in on December 25, and checking out on January 2, 2018.As of September 18, the customer was issued a refund of $The refund was processed to the original form of paymentIt may take up to days to post to your account and up to billing cycles for the credit to appear on your statementThe timing is based on how long it takes your bank to process.Due to the refund being issued we have also placed a $in Mr***’s accountThis travel coupon is able to be used on a future tripThis coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letterWe 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,Hayden J [redacted] Corporate Customer Service
August 2, 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 [redacted] is requesting to cancel the reservationOn July 28, 2017, we received receipt of the Revdex.com complaint Our records reflect on July 22, 2017, the customer self-booked a pay later hotel reservation at the SFBedroom Holiday Home by Senstay with a chedate of August 4, 2017, with a check-out date of August 11, 2017, via itinerary number [redacted] The customer is stating that they received an email from the hotel claiming that due to an issue with the customer’s original form of paymentThe reservation would be canceledThe customer is stating the reservation has not been canceled Upon further researching this matter, we can confirm on July 28, 2017, the customer contacted Expedia to cancel the reservationThe customer advised that they received an email from the hotel claiming that there was an issue with the original form of payment and that the reservation would be canceled Based on the hotel policy the reservation is nonrefundableExpedia contacted the hotel on the customer’s behalf; who authorized the cancellationExpedia has canceled the reservation per the customer’s and hotel request Please note that SFBedroom Holiday Home by Senstay is the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia 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 case 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
Complaint: [redacted] I am rejecting this response because:Expedia has been asking for time since the first time I contacted the customer service department to have this mistake from their end correctedI have called and written to them on Facebook and I have never gotten a responseThey bought time to have my hour expire and have me pay the fee assessed for airline changesOn Expedia's Facebook page there are other customers with the same complaint as mine which does not make this the only case I will soon be traveling and would like this resolvedI'm not asking for much just for Expedia to own up to their mistakeThere was obviously a glitch in their system when I'm not the only one complaining about this Sincerely, [redacted]
The Corporate Team Supervisor from Expedia finally settled the situation with me by booking me another flight with my family at a better time and a different airlines No charge was placed on my behalf Thank you, [redacted]
April 3, 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 car reservation We understand Mr [redacted] is requesting a refundOn March 26, 2017, we received receipt of the Revdex.com complaint Our records reflect on February 8, 2016, the customer self-booked two package reservationsThe first one for [redacted] and [redacted] , a hotel stay at the [redacted] ***-All Inclusive with two rooms chedate December 26, 2016, check-out date December 31, The package includes a car rental with [redacted] in Cancun, MexicoThe package includes the car rental insurance, via itinerary number [redacted] The second reservation for Adele [redacted] , a hotel stay at the [redacted] ***-All InclusiveThe package includes a car rental with [redacted] in Cancun, Mexico, via itinerary number [redacted] The customer is stating that one of the car reservations did not include the car rental insurance and did not have the same piand drop-off times as the other itinerary Upon further researching the matter, we can confirm on December 14, 2016, the customer contacted Expedia to change the piand drop-off times for the itinerary number [redacted] onlyThe customer wanted to pick up at 5:30pm and drop off at 3:00pmExpedia contacted the vendor; they advised that they could hold the car for 6-hours; however they could not guarantee itThe customer understood and advised they would contact the vendor directly Expedia was able to review the customer’s booking session that was made on February 8, During the booking path on our website the customer selected the piand drop-off times for 11:00am for the itinerary number [redacted] The customer selected the pifor 6:00pm and drop-off times for 3:00pm for the itinerary number [redacted] The customer only added the car rental insurance and was charged once for the insurance for the itinerary number [redacted] 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 travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingEach vendor has its own specific set of policies and procedures as does each booking purchased We hope the customer understands Expedia cannot honor the request for the refund 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
June 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refundOn May 21, 2016, we received the receipt of the Revdex.com complaint Our records reflect on February 10, 2016, the customer self-booked a flight reservation using Expedia.com Travel was on China Eastern Airlines, departing May 6, 2016, from Los Angles, California to Osaka Itami, Japan; returning on May 18, 2016, from Osaka Kansai, Japan to Los Angles, CaliforniaThe customer is stating was unaware of an airline schedule change on the return flight and had missed the flight 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 friendly However, 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 China Eastern Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on May 18, 2016, the customer contacted Expedia, advising she did not receive any notification of the airline schedule change for the return flightThe customer advised us that she was at the airport; however the flight was leaving in a few minutesOur agent contacted the airline; they advised they could not allow the customer to board the flight as the customer did not cheon timeThe airline did not have another flight for the customer Our agent advised the customer Eastern China cannot assisted the customer, we offered to rebook the customer; however the customer would have to pay for the new bookingThe customer declined On May 19, 2016, the customer contacted Expedia, advising she did not receive any confirmation of the airline schedule changeThe customer advised that the return date was booked for May 19, and not May 18, Our agent advised the customer, self-booked the dates for departing May 6, and returning on May 18, The customer advised that she only received part of the itinerary, our agent did advised the customer found no calls from the customer until May 18, Our agent advised Expedia could only book a one-way flight back to Los Angles, California; however the customer would be responsible for the costThe customer declined On June 8, 2016, Expedia contacted the airline, on the customer’s behalf; they advised the customer arrived on May 18, 2016; however was late to cheand was marked as a no showThe airline advised the ticket does not have any value on itChina Eastern advised the schedule change was for the return flight; however was only a time change In reviewing Ms***’s account on March 1, 2016, Expedia did send the customer an automated email regarding the airline schedule change for the return flight Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Expedia does advised our customers to reconfirm their international flight reservation at least hours prior to departure by contacting the airline directly, which is located on the customer itineraryWe hope the customer understands Expedia cannot honor the request for the refund on the return flight or for the new flight or for international phone calls We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: the facts stated by Expedia are incorrectThe star ratings based on other agencies are not what is cited by this responseAs well as the pricing for the room is incorrect Sincerely, [redacted]
October 25, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand [redacted] is requesting a refundOn October 24, 2016, we received receipt of the Revdex.com complaint Our records reflect on June 8, 2016, the customer self-booked a package reservation for [redacted] and Nada HassanTravel was on Spirit Airlines, departing July 8, 2016, from Detroit, Michigan to Fort Lauderdale, Florida; returning on July 12, 2016, from Fort Lauderdale, Florida to Detroit, MichiganThe package includes a hotel stay at the W Fort LauderdaleItinerary Number: [redacted] The customer is stating they submitted a Best Price Guarantee claim; however the customer has not been refunded Upon further researching this matter, we can confirm on June 8, 2016, the customer submitted a Best Price Guarantee claim form with an attachmentExpedia replied to the customer advising they did not meet the criteria per the terms and conditions for the Best Price Guarantee policyExpedia advised the customer the rate must be available to the general public and that the airline site is a membership website Expedia has reviewed the customer’s attachment that was submitted on June 8, The customer did not match the reservation apples to applesThe customer’s attachment does not reflect the room type or the number of travelers for the flight reservation As rates do fluctuate, Expedia offers a Best Price Guarantee PromotionIf the customer finds a lower rate on Expedia or on another U.Sbased website within hours of booking with Expedia, we will credit or refund the difference in priceThe Terms and Conditions for the Best Price Guarantee Promotion states as follows Must be "Apples to Apples" Comparison The Best Price Guarantee is available only for exact itinerary matchesFor example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com Verification of Claims All requests, including receipts, are subject to verification by Expedia.com Expedia.com will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia.com personnelNor will Expedia.com verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faith For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser – https://www.expedia.com/p/info-other/guarantees We hope the customer understands, Expedia cannot honor the request for the refund or the coupon Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
November 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Thank you for forwarding the Revdex.com consumer rebuttal from Ms***According to Ms***’s rebuttal, Expedia should have alerted the passenger about the canceled flight and is requesting a refund as a resultPlease be advised that Expedia can only alter our mutual customers about a canceled flight if we receive notice from the airline prior to the travel date We apologize for the inconvenience this may have causedPlease be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes and cancellationsPlease 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 them 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
March 9, 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 [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationOur records indicate that on February 8, 2017, the customer self-booked a flight and car reservation, along with travel insurance for both, through the Expedia.com websiteTravel was with Delta AirlinesWe understand from the complaint the customer is requesting a refundAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedDelta Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaIn addition, Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenThe travel Insurance as noted in the Plan Coverage tab, Expedia only covers pre-trip cancellation as follows: We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule if you are prevented from taking your Covered Trip due to your, an Immediate Family Member's, Traveling Companion's, or Business Partner's Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered TripThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered TripThe customer contacted Expedia on March 5, 2017, via email requesting to change the reservation and/or utilize her insuranceThe assisting representative advised the customer of the airline’s terms and condition which the customer agreed to at the time of booking and the terms and conditions regarding the insurance which she had bookedThe assisting representative advised the customer that according to the airline’s terms and conditions; the ticket was non-refundable and it is a loss value ticketDelta Airline’s imposed change fee is $200.00, plus any possible fare differenceAs we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requestedWe thank you for allowing us the opportunity to address the issues which have been brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: If you paid for something and it did not meet your expectations or was of good quality wouldn't you want your money back? I made the reservation online not knowing what The Garfield Suites Hotel looked like on the inside and outsideThe pictures on the internet looked like the hotel might be a decent hotel but upon arrival it did not look as it was picturedI was deceived by the picturesIf I had known what this hotel looked like before arrival, I would have never made the reservationI called Garfield Suites to ask them if they could refund my money and they said I would have to call Expedia to get my money backWhen I called Expedia, they said I had to call The Garfield Suites hotel to get my money backSo which one is it? Both Expedia and the Garfield Suites hotel said I have to call one another, just giving me the run aroundI called the hotel to let them know I was canceling the reservation so they could have rented it to another guestI didn't like the quality of the hotel so I didn't stay thereI should not have to pay for a room I did not want to stay in because it didn't meet my standards Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:1) Expedia did NOT provide us with reasonable alternative, despite that their response claim that they didIn fact, after we called the re-location deartment (as they would not call us back), they offered us several hotels that were completely different from what we have paied forExpedia claims that their relocation department provided comparable alternative accomodationThat is not the caseWe have booked all inclusive stay (meaning that all our meals and drinks were included in the price we paid to Expedia)However, Expedia relocation departmnet offered us hotels such as [redacted] ( NOT all inclusive and absolutely not suitable for our years old son) they also offered star hotel that was in no close proximity to other servicesmeaning, we would have to pay for meals at star restaurants on top of what we already paid to ExpediaExpedia did not provide us with any type of vouchers to correct this situation (as many other providers regularly do).Hence, no, we were never provided comparable altearnative we could accept without addittional cost incured on our part.We have personally recorded the conversation (we had to pay for as a long distance call) with their relocation departmentHence, we can easily prove it.2) Expedia never properly ''advocated on our behalf'' as their reply statesQuite the contrary, their service was unprofessional and caused us great stress and frustration on the day of our planned departureAgain, we have all this recorded.3) We are shocked that despite the fact that Expedia failed to provide reasonable alternative, they still refuse to refund us in fullWe purchased a packagePackage means : flight+hotelWe, of course, could not just flight out to Greece with a young child with no accomodationhence, the reason why we missed the flight (that Expedia refuses to refund) is because they failed to provide us with accomodation we paid for.4) Our credit card company is now investigating questionable charges made to our credit card by Expedia.We are also in contact with media outlet interested in our story as we hope that we will be able to warn as many families and consumers as possible about the way Expedia can treat thei paiyng customersWe hope that the business will, at some point start to act ethically.Sincerely, [redacted]
April 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our 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 [redacted] (Revdex.com case ID [redacted] ) regarding phone callsExpedia appreciates the customer reaching out to us regarding phone calls that they have recently receivedWe have confirmed that these phone calls were neither generated nor authorized by ExpediaWe have identified these incidences as telephone phishing scams targeting residentsOur information security team has indicated that there has been no data breach by Expedia as the phone calls are targeting residents in general – not just Expedia customersIn fact, many of the complaints we are receiving are from non-Expedia customersThis scam is using the Expedia name in an illegal mannerWe can assure Ms [redacted] that Expedia has reported this fraudulent activity to law enforcementWe suggest she does the same and visits the following website to report the incident as well - • Federal Trade Commission (http://www.consumer.ftc.gov/articles/0341-file-complaint-ftc#Types) If Ms [redacted] responded to the call by providing credit/debit or other financial account information, we strongly encourage her to contact her issuing bank for further guidanceWe at Expedia recognize the significant level of trust required to book travel with usAs such, we are glad to report that this incident is not a breach of privacy on our part, but for more information on how we protect the private information of our customers please visit our Privacy Policy page at http://www.expedia.ca/daily/enc4105/service/privacy.aspWe 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
April 21, 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 customerWe 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 their reservation 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 caseSincerely, 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 mePlease send $to my e-mail at [redacted] @gmail.com with instructions on how to use itYou can also call me at [redacted] Thank youSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Expedia was incorrect when they said I did not submitted a screnshot in my second complaint showing that the hotel itself was cheaper then I paid with ExpediaI have submitted both my receipt showing Expedia offered the exact room to me at $and a $rewards fee was used that I EARNED from many trips and points accrued by booking through Expedia in the pastI also sent the same screenshot that Expedia falsely says they never got in my second email when I stated that even the [redacted] Hotel itself offered the exact room at $I was charged $over the cost the actual hotel charged, the only difference was that I paid that $increase with earned money from a lot of past trips I booked with Expedia Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, I would appreciate Expedia to take action to make this not a one-time exception in my case, as many people are effected by this regulation.Sincerely, [redacted] t
Complaint: [redacted] I am rejecting this response because: I have sent all the documents and I have attached it to this thread as wellYou will see in the "Balloon Request" that I requested, in advance, to decorate my Junior Suite with balloonsIn "ex2" you will also see and can verify with the hotel that that is a Deluxe Suite they decorated insteadThat proves before I got to the hotel, before I even saw the room & realized they did not have ocean views, that they upgraded me out of their kindness and not due to the negligence of ExpediaI have cross referenced the hotel's website with Expedia'sThere is no mention of an ocean view room within a Junior Suite room and the fact that it is still on Expedia's website, even after I complained that it does not exist, continues to prove Expedia's negligence You continue to mention that I stayed there all four nights as if I had a choiceI called Expedia & requested them to transfer me to a hotel that offered what was falsely advertised and that lead to a series of transfers that ended up with me getting hung up onOnce again, in a different country, with no transportation, where was I going to go especially since the company that I booked through offered no assistance? Do what you will with that information, after this I will be proceeding forward with my other optionsSincerely, [redacted] ***
March 6, 2018Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: 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 package We understand Ms [redacted] has a complaint regarding a recent package booked through ExpediaWe researched this matter further and our records show a hotel and flight package was booked via our website on February 28, 2018, by Ms [redacted] or an authorized user to their Expedia account, without assistance from an Expedia representative.Expedia was contacted the same day the reservation was booked and the caller indicated the return flights were not confirmed on the confirmation emailUpon checking Expedia representative was able to determine a site error was encountered, however the only alternative was to cancel and refund the entire packageThe customer credit card was refunded $for the hotel portion, and the authorization hold fell off the customer’s credit card, so the customer was not charged for the flights and ultimately refunded in full.Although rare we do understand site errors can sometimes occur, we apologize for any inconvenience caused in this matter.Taking into account your experience we would like to offer a $Expedia Travel Coupon that can be redeemed toward the future purchase of a Expedia 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 your accountYou will receive a separate email with the associated Terms & ConditionsWe hope you will allow us the opportunity to improve upon your experience in the future.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,Kiki R***Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: MsK [redacted] called on Thursday April 21st at 11:08amFlight prices are usually much higher if searched from Thursday to SundayI highlighted to MsK [redacted] that the price she was quoting me at that time was higher than the price I foundI noted that I just want to use my flight credit and did not want to pay any additional money to Expedia given the level of difficulty and frustration they have createdMsK [redacted] suggested that I call back and ask to be transferred to the corporate office for someone to assist me when I find a suitable priceI highlighted all prior issues I've had trying to be transferred, and ask for MsK [redacted] to provide the direct corporate number instead of being transferredShe told me that she couldn't provide the direct number because it is Expedia's policy to go through the general number I appreciate MsK [redacted] effort but it doesn't help meI believe that if Expedia is genuinely trying to resolve this problem then there shouldn't be an issue sharing their corporate office numberThere is almost a 100% certainty that I will be given the run around again if I call back the numberThis is my money and I should be able to go online and book the flight I want without a hassleThis ongoing issue has already spoiled the joy of vacationing for me and my family I am kindly asking the Better Business Buro to keep the case open until I am able to get someone on the line who can book the flights for meI will try calling again next week between Monday and WednesdayThank you for your consideration Sincerely and best regards, [redacted] ***
September 24, 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 hotel reservationWe understand from Mr***’s complaint he is requesting his best price guarantee claims to be honored.Our records reflect that on September 12, the customer called Expedia and booked a hotel reservation for two travelers using Expedia.com under itinerary [redacted] The customer purchased an eight night hotel reservation at Club Quarters Hotel, Midtown, checking in on December 25, and checking out on January 2, 2018.As of September 18, the customer was issued a refund of $The refund was processed to the original form of paymentIt may take up to days to post to your account and up to billing cycles for the credit to appear on your statementThe timing is based on how long it takes your bank to process.Due to the refund being issued we have also placed a $in Mr***’s accountThis travel coupon is able to be used on a future tripThis coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letterWe 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,Hayden J [redacted] Corporate Customer Service
August 2, 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 [redacted] is requesting to cancel the reservationOn July 28, 2017, we received receipt of the Revdex.com complaint Our records reflect on July 22, 2017, the customer self-booked a pay later hotel reservation at the SFBedroom Holiday Home by Senstay with a chedate of August 4, 2017, with a check-out date of August 11, 2017, via itinerary number [redacted] The customer is stating that they received an email from the hotel claiming that due to an issue with the customer’s original form of paymentThe reservation would be canceledThe customer is stating the reservation has not been canceled Upon further researching this matter, we can confirm on July 28, 2017, the customer contacted Expedia to cancel the reservationThe customer advised that they received an email from the hotel claiming that there was an issue with the original form of payment and that the reservation would be canceled Based on the hotel policy the reservation is nonrefundableExpedia contacted the hotel on the customer’s behalf; who authorized the cancellationExpedia has canceled the reservation per the customer’s and hotel request Please note that SFBedroom Holiday Home by Senstay is the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia 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 case 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
Complaint: [redacted] I am rejecting this response because:Expedia has been asking for time since the first time I contacted the customer service department to have this mistake from their end correctedI have called and written to them on Facebook and I have never gotten a responseThey bought time to have my hour expire and have me pay the fee assessed for airline changesOn Expedia's Facebook page there are other customers with the same complaint as mine which does not make this the only case I will soon be traveling and would like this resolvedI'm not asking for much just for Expedia to own up to their mistakeThere was obviously a glitch in their system when I'm not the only one complaining about this Sincerely, [redacted]