October 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding Expedia’s Best Price GuaranteeOur records indicate on August 25, 2015, the customer self-booked a flight reservation using the Expedia.com websiteReturn travel was with [redacted] We understand from the complaint, the customer is requesting a refund due to our Best Price GuaranteeUpon receipt of the Revdex.com submission, we have located the customer’s emails regarding the Best Price Guarantee and apologize for any miscommunications that may have occurredAs we are no longer able to verify the exact fare rules on the [redacted] website, Expedia will honor a one-time courtesy refund in the amount of $back to the customer’s original form of payment($X 2) In addition, the customer’s $Expedia Travel Coupon will be added to their account within to weeks after the qualifying travel itinerary has been completedExpedia has attempted to process the refund back to the original form of payment however it was deniedAt this time we have documented [redacted] account ( # [redacted] ) and request the customer to contact Expedia with current charge card information so we may process the refundWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: The Expedia agent clearly is clearly lying We were billed on Aug (see refin the attached files) for $for them "correcting" the change we asked for on Aug 8th and for which we had already been billed on Aug 8th for $(see ref6) Then, when we found that when doing amending the error Expedia had lowered our class from Premium to Economy, we had to pay [redacted] $on Sep 8th Expedia has overcharged us for one change to a Premium economy return, failed to act responsibly and is outrageously lying about the facts I am expecting the full refund of the $1,from Expedia If they made a partial refund, they need to refund the balance They should call or email with an apology for ruining a vacation, causing extreme stress to me and my family, hanging up the phone at their corporate office ( a man called Billy hung up on me) and being dishonest in presenting the factsSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:CHANGES: ANY TIME:CHARGE USD FOR REISSUE/REVALIDATION.AFTER DEPARTURE-THE ITINERARY MUST BE RE-PRICED USING HISTORICAL FARES IN EFFECT ON THE ORIGINAL TICKETING DATETHE NEW ITINERARY MUST MEET ALL THE RULE PROVISIONS OF THE NEWLY TICKETED FARES SUCH THAT THE RECALCULATED FARE COULD HAVE BEEN USED FOR THE NEW ITINERARY IF PURCHASED ON THE ORIGINAL TICKET ISSUE DATE NEW FARE MAY BE EQUAL OR HIGHERWHEN THE NEW ITINERARY RESULTS IN A HIGHER FARE THE DIFFERENCE WILL BE COLLECTED AND THE CHANGE FEE WILL BE APPLIEDThe response to my request for change of itinerary from Expedia is not conformant with their stated policyI did not purchase the original on a discount price and so the new fare should be reflective of the 'normal' priceI understand that there could be some adjustment (up/down) on price plus the fineBut the response that I have used up all the money on the outbound flight is not acceptable Sincerely, [redacted]
August 15, Revdex.com 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 Ms [redacted] is requesting a refundOn August 7, 2016, we received receipt of the Revdex.com complaint Our records reflect on August 7, 2016, the customer self-booked a hotel reservation at the Quality Inn & Suites Airports, chedate August 11, 2016, check-out date August 13, The customer is stating they were unware that the hotel only allows pets under a specific weight Upon further researching this matter, we can confirm on August 7, 2016, the customer contacted Expedia advising was unware the hotel does not allow pets over poundsThe customer requested to cancel and process the refundThe customer advising thought the hotel would be pet friendly for all types of petsExpedia advised the customer they self-booked an unpublished rate The hotel name and exact locations would not be shown after the booking was completedExpedia advised the customer we could not process the refund Expedia was able to view the customer’s booking that was made on August 7, Our site did advise the customer that the unpublished rate is nonrefundableCustomers can select hotel options, in this case for pet friendly hotels Expedia cannot provided our customers with information on which hotels will require a pet fee or weight requirements until after the reservation is booked Since the customer was traveling with a pet, and self-booked an unpublished hotel rateThis was not the best option for the customer to have selected On August 15, 2016, Expedia contacted the hotel on the customer’s behalf; they advised the customer was a no showThe hotel will not authorize the refund Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those 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 purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservationThis gives Expedia the opportunity to provide an appropriate resolution 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 If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
October 24, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our 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 youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a pending authorizations The information provided in your comments was not linked to an account or itineraryWe ask that you please provide us with an itinerary number or the email address used to make your reservation so that we may fully investigate this matter furtherWe 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 [redacted] Corporate Customer Service
April 14, 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 ID number [redacted] ) regarding a hotel reservationExpedia does not own or operate any hotels, nor do we set any cancellation or refund policiesHowever on April 14, 2017, Expedia processed a courtesy refund in the amount of $back to the customer’s original form of paymentThis amount represents the outstanding refund dueOn December 4, 2016, the customer was originally refunded $The time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refundsWe apologize for any inconvenience this delay may have causedWe 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] Corporate Customer Service
September 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on January 22, 2016, Mr [redacted] booked a roundtrip Philippine Airline flight scheduled for travel July 3, 2016, through August 11, We understand from Mr***’s complaint that his flight was affected by an airline cancellation but, he was not notifiedMr [redacted] is requesting a refund for the flight as a resultHe also expressed dissatisfaction with the customer service that he received from Expedia We regret any inconvenience that Mr [redacted] may have encountered related to this matterExpedia representatives were able to confirm that the airline canceled the flight and agreed to a refundWe sent emails on Mr***’s behalf to obtain a waiver that would allow us to process the refund following our processPer our records we have yet to receive the waiver from the airline Though we were not the cause of the flight cancellation, we acknowledge that Mr [redacted] is due a refundAs such, we have processed a refund of $to the original form of paymentRefunds like this usually take between 3-business days to post 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
Revdex.com Station Drive, SteDupont, WA 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 youExpedia is responding to the consumer complaint from Ms [redacted] Revdex.com case number [redacted] regarding her reservationAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's websiteAgain, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
Revdex.com: I am writing this note to advise you that my complaint # [redacted] has been resolved as of May 14th and money refunded Thank you for your help in this matter [redacted] ***
May 27, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on May 11, 2016, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from Los Angeles, California to Natal, Brazil and a four night stay at the Jardim Oceano Hotel Boutique from June 4, 2016, through June 8, We understand from Mr [redacted] ’ complaint that he is seeking a refund of $He states that he was charged $and should have only been charged $ According to our records, the total cost of Mr [redacted] ’ booking was $He received a discount of $and his credit card was charged $On May 11, 2016, Mr [redacted] received a refund of $59.84, bringing his out of pocket expense to $ 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
February 15, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] ***We regret to hear that the customer did not accept our response We have further researched Mr***’s complaint (Revdex.com case number [redacted] ) regarding a request that Expedia refund the penalties and fees he was assessed by vendors for missing and canceling reserved travel services After giving the matter our full consideration, we stand by our previous decision and are unable to accede to Mr***’s request of a refund Mr***’s original reservation was self-booked and he chose a hotel with stated terms that made the reservation 100% non-refundable as of the date of arrival As he arrived late and missed his flights, he was not able to check into the hotel on his arrival date and per the terms provided to him while booking, and again on his emailed itinerary, the hotel exercised their terms, cancelled the booking as a no-show, charged a 100% penalty, and closed out the reservation The customer agreed to the vendor’s terms by completing his reservation Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attention Expedia has stated our positon several times and has nothing further to add We respectfully request that the Revdex.com close this complaint If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service Expedia, Inc
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
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on March 17, 2016, Ms [redacted] booked an Expedia Vacation Package which included roundtrip flights from San Francisco, California to Las Vegas, Nevada and a two-night stay at the Venetian Resort Hotel and Casino from April 2, 2016, through April 4, We understand from Ms [redacted] complaint that she is seeking a refund of $According to the complaint, Ms [redacted] canceled the package a couple of hours after bookingShe stated that she that she received a refund for the hotel but, has not been refunded for the airfare After review, we can confirm that the package was voided on the same days as the booking itselfA refund was issued for the hotel by Expedia and the merchant of record (the company who charged the customer’s credit card) Virgin America is responsible for issuing the refund for the airfare Ms [redacted] contacted our office on May 24, 2016, stating that she had not received the refundWe asked that she provide a billing statement and she agreedWe have not received the statement yet, but upon receipt we will be happy to advocate on her behalf to ensure that she receives her refund We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
April 18, 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 to use the flight credit for the requested flightOn April 10, 2017, we received receipt of the Revdex.com complaint Our records reflect on May 30, 2016, the customer self-booked a flight reservation for [redacted] and [redacted] Travel was on Turkish Airlines, departing July 29, 2016, from New York to Istanbul, Turkey; and returning on August 20, 2016, from Istanbul, Turkey to New York, via itinerary number [redacted] The customer is stating they contacted Expedia to use the flight credit; however the reservation has not been booked Upon further researching this matter, we can confirm on April 9, 2017, the customer contacted Expedia to use the flight creditThe customer requested the dates departing on June 24, 2017, from New York to Bologna, Italy; and returning on July 23, 2017, from Bologna, Italy to New YorkExpedia advised the customer they would be responsible for the airline imposed change fee of $per person; plus any fare differenceExpedia advised the customer that the total charge for the exchange would be $The customer understood and agreed Expedia processed the exchange for the dates and offered the customer as compensation a $coupon In reviewing the account the travel is active for June 24, The customer can view the flight information directly with Turkish AirlinesThe airline confirmation number is: [redacted] with the ticket numbers: [redacted] for [redacted] and [redacted] for [redacted] Expedia can confirm that the customer was only charged $for the exchangeThe coupon is active for a future hotel bookingThe customer can view the terms and conditions for the coupon Since the issue was resolved on April 9, 2017, Expedia is unable to honor the request for compensation or 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
September 8, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the advertising issues and refund request Our records show on April 30, 2016, Mr [redacted] self-booked an Expedia.com cruise reservations via booking number [redacted] , sailing with [redacted] Cruise line on September 5, We understand from Mr [redacted] ’s complaint, an itinerary change was made by [redacted] Cruises prior to the booking date but was noted on advertised on the Expedia.com websiteCustomer also stated upon requesting to cancel the booking, he was advised refund could not be providedMr [redacted] is requesting a full refund due to falsely advertising by Expedia Upon researching the customer’s complaint, we can confirm Mr [redacted] was emailed the booking confirmation on April 30, 2016, showing the correct itinerary details with one port not includedWe can also confirm the cruise was taken by the customer upon confirming with [redacted] Cruises that the guests were onboard Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs the booking was utilized and the cruise taken by Mr [redacted] , we are unable to honor Mr [redacted] ’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
June 23, Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to addressthe comments and concerns which have been brought to our attention Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia, Incisresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding an airline credit she is attempting to apply to a new booking It is never Expedia’sintent to inconvenience our customers and we apologize if the customer hasexperienced long hold times while we have been assisting her or othercustomers Expedia is not a callout site and customers must call in for assistance with bookings The customer may contact us at her convenienceand we have travel specialists that are available hours a day, days a weekto assist with finding a flight that best suits her needsAs always, thisservice is at no additional cost Shecan contact our travel specialists at [redacted] She mayalso request to be transferred to a tier customer service representative ifshe feels she is not getting the assistance she needs In addition, Airlinecredits may be used directly with the airline holding the credit, if the customerchooses to book directly with them, however she should be aware there may be anadditional charge levied by the airline for their assistance in re-booking Regarding pricing, Expedia.comstrives to offer the largest base of inventory available online and a widevariety of flight choices to choose from; however the airlines offer differentclasses of service with varying price pointsSeat availability and pricing maydiffer between travel suppliers including Expedia.com and the airlinesdirectlyWe thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G***Tier CustomerService
March 3, 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 a refund request We understand Customer is stating she found the property un-stocked with expected amenities and not safe for customer to stay in, with issues including no working locks on the doorsOn March 3, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on December 7, the customer accessed Expedia.com and booked Itinerary # [redacted] for a stay at Hollywood Condos in Hollywood, Florida to arrive on December 8, and checking out December 12, The customer reports that she did not stay and is asking for a full refund On March 3, we spoke with Fernando, the property manager at Hollywood Condos, who states they were replacing the locks when the customer arrived, but he has approved a refund in full for the itinerary On March 3, Expedia has processed a refund in the amount of $back to Ms [redacted] ’s original form of payment The amount of time it takes for the credit to post to her account depends upon how quickly her bank or card company processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Given Expedia's refusal to deal with my issue and the advertising that Expedia continues to do up to this dayI will be filing a complaint with the State Attorney's office in Washington State.Sincerely, [redacted]
February 18, 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 seat assignments and customer service issuesWe understand Mr [redacted] is concerned that he didn’t receive the level of service he expected when contacting Expedia regarding airline seating assignmentsOn February 18, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Mr [redacted] did not provide an itinerary number for us to research, however, we do wish to address his issues Expedia regrets the service Mr [redacted] received was less than satisfactory Comments such as his are read by numerous people within Expedia and help shape our policies and practices It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available We would like to assure Mr [redacted] that his business is important to us With regards to the seat assignment issue the customer is referring to; the airlines retain total control over the selection and assignment of airline seatsExpedia makes every effort to assign seats to all of our customers, as we do recognize the importance of receiving preferred airline seatingRegrettably, there are times that we are unable to assign seats due to restrictions placed on the reservation by the airlineIn these circumstances, seats will only be assigned upon check-inCustomers may contact the airline directly at any time, and a majority of the airlines will assign seats in advance for the customer, which may result in a fee The following information is available on the customer’s itinerary: Seat assignments, meal preferences, and special requests must be confirmed with the airline; we cannot guarantee that they will be honored We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
April 6, Revdex.com E.com - Alaska, Oregon & Western [redacted] 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 reservationAs 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
October 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding Expedia’s Best Price GuaranteeOur records indicate on August 25, 2015, the customer self-booked a flight reservation using the Expedia.com websiteReturn travel was with [redacted] We understand from the complaint, the customer is requesting a refund due to our Best Price GuaranteeUpon receipt of the Revdex.com submission, we have located the customer’s emails regarding the Best Price Guarantee and apologize for any miscommunications that may have occurredAs we are no longer able to verify the exact fare rules on the [redacted] website, Expedia will honor a one-time courtesy refund in the amount of $back to the customer’s original form of payment($X 2) In addition, the customer’s $Expedia Travel Coupon will be added to their account within to weeks after the qualifying travel itinerary has been completedExpedia has attempted to process the refund back to the original form of payment however it was deniedAt this time we have documented [redacted] account ( # [redacted] ) and request the customer to contact Expedia with current charge card information so we may process the refundWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: The Expedia agent clearly is clearly lying We were billed on Aug (see refin the attached files) for $for them "correcting" the change we asked for on Aug 8th and for which we had already been billed on Aug 8th for $(see ref6) Then, when we found that when doing amending the error Expedia had lowered our class from Premium to Economy, we had to pay [redacted] $on Sep 8th Expedia has overcharged us for one change to a Premium economy return, failed to act responsibly and is outrageously lying about the facts I am expecting the full refund of the $1,from Expedia If they made a partial refund, they need to refund the balance They should call or email with an apology for ruining a vacation, causing extreme stress to me and my family, hanging up the phone at their corporate office ( a man called Billy hung up on me) and being dishonest in presenting the factsSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:CHANGES: ANY TIME:CHARGE USD FOR REISSUE/REVALIDATION.AFTER DEPARTURE-THE ITINERARY MUST BE RE-PRICED USING HISTORICAL FARES IN EFFECT ON THE ORIGINAL TICKETING DATETHE NEW ITINERARY MUST MEET ALL THE RULE PROVISIONS OF THE NEWLY TICKETED FARES SUCH THAT THE RECALCULATED FARE COULD HAVE BEEN USED FOR THE NEW ITINERARY IF PURCHASED ON THE ORIGINAL TICKET ISSUE DATE NEW FARE MAY BE EQUAL OR HIGHERWHEN THE NEW ITINERARY RESULTS IN A HIGHER FARE THE DIFFERENCE WILL BE COLLECTED AND THE CHANGE FEE WILL BE APPLIEDThe response to my request for change of itinerary from Expedia is not conformant with their stated policyI did not purchase the original on a discount price and so the new fare should be reflective of the 'normal' priceI understand that there could be some adjustment (up/down) on price plus the fineBut the response that I have used up all the money on the outbound flight is not acceptable Sincerely, [redacted]
August 15, Revdex.com 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 Ms [redacted] is requesting a refundOn August 7, 2016, we received receipt of the Revdex.com complaint Our records reflect on August 7, 2016, the customer self-booked a hotel reservation at the Quality Inn & Suites Airports, chedate August 11, 2016, check-out date August 13, The customer is stating they were unware that the hotel only allows pets under a specific weight Upon further researching this matter, we can confirm on August 7, 2016, the customer contacted Expedia advising was unware the hotel does not allow pets over poundsThe customer requested to cancel and process the refundThe customer advising thought the hotel would be pet friendly for all types of petsExpedia advised the customer they self-booked an unpublished rate The hotel name and exact locations would not be shown after the booking was completedExpedia advised the customer we could not process the refund Expedia was able to view the customer’s booking that was made on August 7, Our site did advise the customer that the unpublished rate is nonrefundableCustomers can select hotel options, in this case for pet friendly hotels Expedia cannot provided our customers with information on which hotels will require a pet fee or weight requirements until after the reservation is booked Since the customer was traveling with a pet, and self-booked an unpublished hotel rateThis was not the best option for the customer to have selected On August 15, 2016, Expedia contacted the hotel on the customer’s behalf; they advised the customer was a no showThe hotel will not authorize the refund Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those 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 purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservationThis gives Expedia the opportunity to provide an appropriate resolution 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 If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
October 24, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our 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 youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a pending authorizations The information provided in your comments was not linked to an account or itineraryWe ask that you please provide us with an itinerary number or the email address used to make your reservation so that we may fully investigate this matter furtherWe 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 [redacted] Corporate Customer Service
April 14, 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 ID number [redacted] ) regarding a hotel reservationExpedia does not own or operate any hotels, nor do we set any cancellation or refund policiesHowever on April 14, 2017, Expedia processed a courtesy refund in the amount of $back to the customer’s original form of paymentThis amount represents the outstanding refund dueOn December 4, 2016, the customer was originally refunded $The time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refundsWe apologize for any inconvenience this delay may have causedWe 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] Corporate Customer Service
September 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on January 22, 2016, Mr [redacted] booked a roundtrip Philippine Airline flight scheduled for travel July 3, 2016, through August 11, We understand from Mr***’s complaint that his flight was affected by an airline cancellation but, he was not notifiedMr [redacted] is requesting a refund for the flight as a resultHe also expressed dissatisfaction with the customer service that he received from Expedia We regret any inconvenience that Mr [redacted] may have encountered related to this matterExpedia representatives were able to confirm that the airline canceled the flight and agreed to a refundWe sent emails on Mr***’s behalf to obtain a waiver that would allow us to process the refund following our processPer our records we have yet to receive the waiver from the airline Though we were not the cause of the flight cancellation, we acknowledge that Mr [redacted] is due a refundAs such, we have processed a refund of $to the original form of paymentRefunds like this usually take between 3-business days to post 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
Revdex.com Station Drive, SteDupont, WA 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 youExpedia is responding to the consumer complaint from Ms [redacted] Revdex.com case number [redacted] regarding her reservationAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's websiteAgain, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
Revdex.com: I am writing this note to advise you that my complaint # [redacted] has been resolved as of May 14th and money refunded Thank you for your help in this matter [redacted] ***
May 27, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on May 11, 2016, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from Los Angeles, California to Natal, Brazil and a four night stay at the Jardim Oceano Hotel Boutique from June 4, 2016, through June 8, We understand from Mr [redacted] ’ complaint that he is seeking a refund of $He states that he was charged $and should have only been charged $ According to our records, the total cost of Mr [redacted] ’ booking was $He received a discount of $and his credit card was charged $On May 11, 2016, Mr [redacted] received a refund of $59.84, bringing his out of pocket expense to $ 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
February 15, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] ***We regret to hear that the customer did not accept our response We have further researched Mr***’s complaint (Revdex.com case number [redacted] ) regarding a request that Expedia refund the penalties and fees he was assessed by vendors for missing and canceling reserved travel services After giving the matter our full consideration, we stand by our previous decision and are unable to accede to Mr***’s request of a refund Mr***’s original reservation was self-booked and he chose a hotel with stated terms that made the reservation 100% non-refundable as of the date of arrival As he arrived late and missed his flights, he was not able to check into the hotel on his arrival date and per the terms provided to him while booking, and again on his emailed itinerary, the hotel exercised their terms, cancelled the booking as a no-show, charged a 100% penalty, and closed out the reservation The customer agreed to the vendor’s terms by completing his reservation Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attention Expedia has stated our positon several times and has nothing further to add We respectfully request that the Revdex.com close this complaint If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service Expedia, Inc
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
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on March 17, 2016, Ms [redacted] booked an Expedia Vacation Package which included roundtrip flights from San Francisco, California to Las Vegas, Nevada and a two-night stay at the Venetian Resort Hotel and Casino from April 2, 2016, through April 4, We understand from Ms [redacted] complaint that she is seeking a refund of $According to the complaint, Ms [redacted] canceled the package a couple of hours after bookingShe stated that she that she received a refund for the hotel but, has not been refunded for the airfare After review, we can confirm that the package was voided on the same days as the booking itselfA refund was issued for the hotel by Expedia and the merchant of record (the company who charged the customer’s credit card) Virgin America is responsible for issuing the refund for the airfare Ms [redacted] contacted our office on May 24, 2016, stating that she had not received the refundWe asked that she provide a billing statement and she agreedWe have not received the statement yet, but upon receipt we will be happy to advocate on her behalf to ensure that she receives her refund We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
April 18, 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 to use the flight credit for the requested flightOn April 10, 2017, we received receipt of the Revdex.com complaint Our records reflect on May 30, 2016, the customer self-booked a flight reservation for [redacted] and [redacted] Travel was on Turkish Airlines, departing July 29, 2016, from New York to Istanbul, Turkey; and returning on August 20, 2016, from Istanbul, Turkey to New York, via itinerary number [redacted] The customer is stating they contacted Expedia to use the flight credit; however the reservation has not been booked Upon further researching this matter, we can confirm on April 9, 2017, the customer contacted Expedia to use the flight creditThe customer requested the dates departing on June 24, 2017, from New York to Bologna, Italy; and returning on July 23, 2017, from Bologna, Italy to New YorkExpedia advised the customer they would be responsible for the airline imposed change fee of $per person; plus any fare differenceExpedia advised the customer that the total charge for the exchange would be $The customer understood and agreed Expedia processed the exchange for the dates and offered the customer as compensation a $coupon In reviewing the account the travel is active for June 24, The customer can view the flight information directly with Turkish AirlinesThe airline confirmation number is: [redacted] with the ticket numbers: [redacted] for [redacted] and [redacted] for [redacted] Expedia can confirm that the customer was only charged $for the exchangeThe coupon is active for a future hotel bookingThe customer can view the terms and conditions for the coupon Since the issue was resolved on April 9, 2017, Expedia is unable to honor the request for compensation or 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
September 8, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the advertising issues and refund request Our records show on April 30, 2016, Mr [redacted] self-booked an Expedia.com cruise reservations via booking number [redacted] , sailing with [redacted] Cruise line on September 5, We understand from Mr [redacted] ’s complaint, an itinerary change was made by [redacted] Cruises prior to the booking date but was noted on advertised on the Expedia.com websiteCustomer also stated upon requesting to cancel the booking, he was advised refund could not be providedMr [redacted] is requesting a full refund due to falsely advertising by Expedia Upon researching the customer’s complaint, we can confirm Mr [redacted] was emailed the booking confirmation on April 30, 2016, showing the correct itinerary details with one port not includedWe can also confirm the cruise was taken by the customer upon confirming with [redacted] Cruises that the guests were onboard Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs the booking was utilized and the cruise taken by Mr [redacted] , we are unable to honor Mr [redacted] ’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
June 23, Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to addressthe comments and concerns which have been brought to our attention Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia, Incisresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding an airline credit she is attempting to apply to a new booking It is never Expedia’sintent to inconvenience our customers and we apologize if the customer hasexperienced long hold times while we have been assisting her or othercustomers Expedia is not a callout site and customers must call in for assistance with bookings The customer may contact us at her convenienceand we have travel specialists that are available hours a day, days a weekto assist with finding a flight that best suits her needsAs always, thisservice is at no additional cost Shecan contact our travel specialists at [redacted] She mayalso request to be transferred to a tier customer service representative ifshe feels she is not getting the assistance she needs In addition, Airlinecredits may be used directly with the airline holding the credit, if the customerchooses to book directly with them, however she should be aware there may be anadditional charge levied by the airline for their assistance in re-booking Regarding pricing, Expedia.comstrives to offer the largest base of inventory available online and a widevariety of flight choices to choose from; however the airlines offer differentclasses of service with varying price pointsSeat availability and pricing maydiffer between travel suppliers including Expedia.com and the airlinesdirectlyWe thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G***Tier CustomerService
March 3, 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 a refund request We understand Customer is stating she found the property un-stocked with expected amenities and not safe for customer to stay in, with issues including no working locks on the doorsOn March 3, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on December 7, the customer accessed Expedia.com and booked Itinerary # [redacted] for a stay at Hollywood Condos in Hollywood, Florida to arrive on December 8, and checking out December 12, The customer reports that she did not stay and is asking for a full refund On March 3, we spoke with Fernando, the property manager at Hollywood Condos, who states they were replacing the locks when the customer arrived, but he has approved a refund in full for the itinerary On March 3, Expedia has processed a refund in the amount of $back to Ms [redacted] ’s original form of payment The amount of time it takes for the credit to post to her account depends upon how quickly her bank or card company processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Given Expedia's refusal to deal with my issue and the advertising that Expedia continues to do up to this dayI will be filing a complaint with the State Attorney's office in Washington State.Sincerely, [redacted]
February 18, 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 seat assignments and customer service issuesWe understand Mr [redacted] is concerned that he didn’t receive the level of service he expected when contacting Expedia regarding airline seating assignmentsOn February 18, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Mr [redacted] did not provide an itinerary number for us to research, however, we do wish to address his issues Expedia regrets the service Mr [redacted] received was less than satisfactory Comments such as his are read by numerous people within Expedia and help shape our policies and practices It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available We would like to assure Mr [redacted] that his business is important to us With regards to the seat assignment issue the customer is referring to; the airlines retain total control over the selection and assignment of airline seatsExpedia makes every effort to assign seats to all of our customers, as we do recognize the importance of receiving preferred airline seatingRegrettably, there are times that we are unable to assign seats due to restrictions placed on the reservation by the airlineIn these circumstances, seats will only be assigned upon check-inCustomers may contact the airline directly at any time, and a majority of the airlines will assign seats in advance for the customer, which may result in a fee The following information is available on the customer’s itinerary: Seat assignments, meal preferences, and special requests must be confirmed with the airline; we cannot guarantee that they will be honored We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
April 6, Revdex.com E.com - Alaska, Oregon & Western [redacted] 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 reservationAs 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