June 20, 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 Expedia credit On June 1, 2016, we received receipt of the Revdex.com complaint Our records reflect on November 6, 2015, the customer self-booked a flight reservation for [redacted] and [redacted] ***, using Expedia.com Travel was on WOW Air, departing April 20, 2016, from Boston, Massachusetts to Paris, France; returning on April 26, 2016, from Paris, France to Boston, MassachusettsThe customer is stating, once they were at the airport, they were advised they did not have any tickets The customer stated, they contacted Expedia; however, had to buy new tickets with a different airline 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 Upon further researching this, we can confirm on April 23, 2016, the customer contacted Expedia by email and advised once they arrived at the airport, the airline advised, they did not have tickets for the flights and they had to buy new tickets with a different airline Expedia replied and advised, contact us directly We found no record of the customer contacting Expedia on April 20, The customer did reply advising, they were already traveling and would not return until April 26, Expedia replied, advising you to contact us directly upon your arrival In reviewing Ms***’s account, the itinerary did advise the customer, the reservation was not confirmed The customer self-booked a low cost carrier Expedia cannot view any information regarding ticket status, changes, or cancellations The customer itinerary does provide the customer with this information The itinerary does advise the customer, they would need to confirm ticket information, changes, or cancellations with the airline directly Since the customer was not charged for the original tickets and Expedia cannot verify why the customer’s tickets were not issued by WOW Air, we hope the customer understands Expedia cannot honor the request for an Expedia credit We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers 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 Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered As previously advised, on May 26, 2016, Expedia did advised the customer would have a flight credit for year from the issue date of May 11, 2015, and must be rebooked by May 10, The customer did not contact Expedia in time to rebook the flight credit and the credit has expired Expedia cannot process any refunds as we are not the merchant of record (the entity that received your funds and the company charging the customer’s credit card) Alaska Airlines will not authorize any refund or flight credit on the tickets We cannot honor the request for flight credit or refunds and Expedia considers this matter as closed We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service Tell us why here
Complaint: [redacted] I am rejecting this response because:I have never said that the shuttle didn't pick me up from the airportThat service was fine, but they never picked me up at the hotel, and after waiting 40minutes, I took a taxiAlso, Expedia sent me an email that said they had advocated my case with the driver, and he had denied my refundI have my phone records calling the shuttle service, and they have record of me being on hold from Paris while they called the shuttle company for minutesHow does a shuttle that didn't provide service get to deny my refund? I want my refund! Sincerely, [redacted]
June 22, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr***We regret to hear Mr [redacted] did not accept our response and/or resolution offered.After further investigation and conversation with the hotel they advised that they will not be refunded the customer for the other night of his reservationDue to the hotels error Expedia has agreed to refund the full amount of the reservation The customer should see the refund within 1-billing cyclesIf any of the refunds have not shown on the customers statement we suggest he contact his banking institution.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely,Hayden J [redacted] Tier Customer Service
June 22, 2015 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 customer. We appreciate the RevDex.com allowing us time 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 Mr. [redacted] (BBB ID number [redacted] ) regarding an Expedia reservation. Upon receipt of the BBB submission, we have verified the customer has submitted this through the channel of the Division of the Consumer Complaint Department. That department is reviewing Mr. [redacted] case and he will receive a response shortly. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S [redacted] Tier 3 Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address [redacted] concerns As a one-time courtesy, Expedia will refund the amount of $29.00USD for the shuttle service The timeframe for the refund will be to business days We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
June 16, 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 12, 2015, Ms [redacted] booked an Expedia Vacation Package which included a roundtrip flightWe understand from Ms***’s complaint that she canceled the flight and received a credit from Aeromexico valued at $6,Per the confirmation that she received from Expedia, the credit was valid through May 11, We understand from Ms***’s complaint that she contacted Expedia on May 11, 2016, to apply the credit towards the cost of a ticket and was informed that the credit had expiredMs [redacted] states that she has contacted Expedia several times since then and has not been successful in utilizing her creditMs [redacted] provided a copy of the email that she received which stated that she would need call by She is now requesting that Expedia refund the full amount of $6, On June 14, 2016, we contacted the merchant of record Aeromexico to confirm the expiration date of the creditWe were informed the credit expired on March 12, 2016, and was valid on March 11, 2016, when Ms [redacted] attempted to utilize itBased on this information Expedia submitted an internal request for refund approvalThe request was honored minus the $rebooking fee that Aeromexico requires for re-bookingA refund of $5,has been issued to the original form of paymentRefunds like this usually take 3-business days to post to individual accounts, depending on how quickly her credit card company processes refundsWe apologize for the misunderstanding regarding the customer’s airline credit 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 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 attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from Cheonette [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely,
June 30, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear [redacted] did not accept our response We understand that Mr [redacted] has submitted a rebuttal to his initial complaint which states that Expedia has not followed through on our resolutionWe revisited the booking and confirmed that on June 8, 2017, we processed a refund of 3,THB to the original form of paymentIf the refund has not been received to Mr***s accountPlease instruct him to contact his bank or credit card company to ensure that they are able to confirm that the funds were released to them If not please instruct Mr [redacted] to call our office and reference case number aboveAt that time we can investigate further Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
Initial Business Response / [redacted] (1000, 17, 2016/08/23) */ [redacted] claims she was not told that we were not in network with Medicaid Insurance at the time of serviceSince this could be a possibility, the CEO of Orthopedic Therapy Specialists has adjusted and written off any balance that the patient owedWe apologize for any inconvenience this has caused the patient or to the Revdex.com of Northern Indiana Initial Consumer Rebuttal / [redacted] (2000, 20, 2016/09/08) */ Yes, this case has been resolvedThank you
March 1, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for ta [redacted] 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
February 23, 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 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 a refundOn February 16, 2017, we received receipt of the Revdex.com complaint Our records reflect on February 1, 2017, the customer self-booked a hotel reservation at the Hotel Derby Barcelona with two room’s chedate February 26, 2017, check-out March 3, 2017, via itinerary number [redacted] The customer is stating that the site advised they could cancel the reservation within a specific time and would receive a full refund; however the customer was not refunded Upon further researching this matter, we can confirm on February 2, 2017, the customer contacted Expedia to cancel both rooms for the hotel reservationExpedia advised that the reservation was nonrefundable, however would only receive a partial refundThe customer advised that the site advised of a different cancellation policy Expedia contacted the hotel; they would only authorize the refund for the last night of March 2, 2017, as that was refundable Expedia was able to review the customer’s booking session that was made on February 1, During the booking and checkout path on our website, it was disclosed that the dates for February 26, 2017, February 27, 2017, February 28, and March 1, were nonrefundableFor cancellation or changes made after 11:59am local hotel time on February 25, 2017, the hotel would impose a night room and tax fee The customer did contact Expedia on February 2, 2017, to cancel the reservation; however due to the dates that the customer booked were nonrefundable except for the last nightAny cancellations or changes made before February 25, 2017, the customer would receive a refund for the date(s) that were refundable only Since the customer contacted Expedia on February 2, 2017, to cancel both rooms Expedia will process the refund for the last night of March 2, 2017, in the amount of $for each room 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 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 reservationThis gives Expedia the opportunity to provide an appropriate resolution 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
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. 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 me. Sincerely, ***
October 28, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand the customer is requesting a refund due to issues experienced during a recent hotel stayOn October 22, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on October 1, 2015, the customer self-booked a hotel reservation, itinerary number [redacted] , using the Expedia.com website The hotel reservation was for The [redacted] in Stowe, Vermont, checkion October 10, 2015, and checking out on October 12, The total cost of this reservation was $We can confirm the customer contacted Expedia on October 16, 2015, seeking a refund of their reservation 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 providersIf one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us from the hotel if the accommodations are not satisfactory upon arrival; which enables us to attempt to find a resolution at that timeWe have no record of Ms [redacted] contacting us upon her arrival On October 22, 2015, we contacted the hotel on the customer’s behalf and spoke to ***, the hotel’s front desk manager, regarding Ms [redacted] complaintsThe hotel acknowledges the customer’s issues in reference to the property the customer was relocated to due to a boiler malfunction and advised they are currently working with the [redacted] to rectify the matterThe hotel advised as this is an active investigation, currently, no refunds or additional compensation will be authorizedAs result, Expedia is unable to process a refund We regret that our response cannot be more favorable and hope that, despite this recent experience, the customer will continue to use Expedia for future travel arrangements, thereby allowing us the opportunity to restore faith in our company As a gesture of goodwill, Expedia has placed a $Travel Coupon in Ms [redacted] permanent accountThe coupon can be used on any future Expedia Special Rate hotel bookingThe coupon is good for one year form the date of issuance We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Britt M [redacted] Tier Customer Service
August 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact [redacted] 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 for compensationOn August 2, 2016, we received receipt of the Revdex.com complaint Our records reflect on June 22, 2016, an agent assisted the customer book two package reservationsThe first reservation is for [redacted] Travel was on United Airlines, departing July 28, 2016, from Los Angeles, California to Cancun, Mexico; returning on August 4, 2016, from Cancun, Mexico to Los Angeles, CaliforniaA hotel stay at the Great Parnassus Family Resort-All Inclusive, chedate July 28, 2016, check-out date August 4, Itinerary Number: [redacted] The second reservation is for [redacted] and [redacted] Travel was on United Airlines, departing July 28, 2016, from Los Angeles, California to Cancun, Mexico; returning on August 4, 2016, from Cancun, Mexico to Los Angeles, CaliforniaA hotel stay at the Great Parnassus Family Resort-All Inclusive, chedate July 28, 2016, check-out date August 4, Itinerary Number: [redacted] The customer is stating the agent who assisted them book the reservation entered one of the traveler’s last name incorrectly Upon further researching this matter, we can confirm on June 22, 2016, the customer contacted Expedia, advising that the agent who assisted them book the reservations entered the last name incorrectly for IngridThe customer advised the last name should be [redacted] Expedia advised the customer the best option would be to cancel and rebook the package reservation for itinerary number [redacted] Expedia advised the customer the hotel would be refunded and the timeframe would be up to to business days, and the pending authorization for the airline tickets would fall off up to to 48-hoursThe customer agreed and requested the refund to be expeditedExpedia advised the customer we could not expedite the refund timeframe, the customer understood The customer requested for both package reservations to be canceled and refundedExpedia voided all the airline tickets and refunded the customer for the hotel bookings In reviewing the customer’s account, the customer was refunded on June 22, 2016, in the total amount of $6,Expedia apologize for any inconvenience this may have caused and would like to assure you that your business is important to us Since the customer was refunded in full for both reservationsExpedia cannot honor the request for the compensation Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue 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
June 2, Revdex.comE.com – Alaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O-*** Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our 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 [redacted] (Revdex.com complaint # [redacted] ) regarding the hotel reservation refund request Our records show on April 8, 2015, Mr [redacted] booked an Expedia.com hotel and car package reservation via booking number [redacted] We understand from Mr [redacted] complaint, the quality of the room provided was unsatisfactoryThe customer also stated he had to check-out early due to the request to change rooms was denied by the propertyMr [redacted] is asking for a full refund of the hotel reservationUpon researching the customer’s complaint, we can confirm Mr [redacted] paid a total of $for the hotel and car package reservation, of that amount, $was paid for the hotelAfter further research Expedia can confirm the car reservation was utilized Expedia has processed a refund of $for amount the customer paid for the hotel reservation back to the original form of paymentAs a full refund was given to the customer and the issue has been resolved to Mr [redacted] desired outcome, Expedia considers this matter closedWe 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, [redacted] Tier Customer Service
June 29, 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] and [redacted] (Revdex.com case number [redacted] ) regarding Spirit Airline baggage rules and fees Our research reflects that when booking a flight on Expedia.com, the customer is provided with pricing and many airline options for their flightWith regard to Spirit Airlines, a live link is provided under the Spirit Airline options (before booking) that says “Flight details and baggage fees” When that link is clicked the following information is provided: Bag fees Estimated baggage fees charged bySpirit Airlines(Please confirm with airline) Carry on: $- $ 1st checked bag: $- $ 2nd checked bag: $- $ How to pay: Spirit Airline (link) Clicking the live link “Spirit Airlines” on the “How to Pay” line will take the customer to Sprit’s website, where a more in depth breakdown of all baggage options and charges is fully explained 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 purchasingExpedia.com serves as a third party booking intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners Airlines who offer their service on Expedia.com are the merchant of record and they bill the customer directly As such, any refund due a customer would come from the airline In the case of Spirit, as they do provide the baggage charges on Expedia’s site, along with a link to the full disclosure on their own site, they will not agree to a refund of baggage fees Allowing passengers to determine how many bags, if any, they need to travel with, and charging for them individually, is the way Spirit is able to offer such low flight fares It is the customer’s responsibility to determine if this pricing model works best for them or whether another airline, that includes baggage cost in their flight pricing, is a better option Regrettably, Expedia cannot agree to a refund of the customer’s baggage fees and hope that, despite their recent experience, they will continue to use Expedia for future travel arrangements 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
May 5, Better BusinessBureauAlaska, Oregon &Western Washington Complaint DepartmentComplaint ID: [redacted] Re: Expedia Case # O-*** Dear Better BusinessBureau, Thank you forforwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear the customer did not acceptour response offered In our initialresponse to the Revdex.com Expedia stated that we had communicated with the [redacted] and they show they accommodated the customer atanother of their properties the first night and then at their own resort theremainder of his stay, billing Expedia for all nights We have encouraged the customer to provide receiptsfor his base hotel stay, should the resort’s records be incorrect, and we willbe happy to reimburse him for any out of pocket costs for the first night ofhis stay, excluding resort fees or incidentals Expedia regrets thecustomer did not receive customer service that met his expectations, and whichwas not up to Expedia’s standards In a good faith effort we did providethe customer’s Expedia account with a $future travel coupon, which isavailable to him for a period of one yearExpedia stands by our previous response and will not be offering anyfurther compensation We thank you forallowing us the opportunity to further address the issues that were brought toour attention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] ***Tier CustomerServiceRevdex.com Rebuttal
June 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response By acting as their own travel agent, it is the customer’s responsibility prior to completing the purchase, to review and verify all travel detailsMr [redacted] booked his vacation package on April 29, On May 5, 2016, he contacted our office regarding the errorWe explained that a confirmation email was sent within the same day which included the details of the itinerary for Mr [redacted] to reviewHad Expedia been contacted within 24-hours of the booking, we would have been in a position to void the tickets, issue a full refundAs we were not given that opportunity, regrettably we were unable to 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
June 20, 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 Expedia credit On June 1, 2016, we received receipt of the Revdex.com complaint Our records reflect on November 6, 2015, the customer self-booked a flight reservation for [redacted] and [redacted] ***, using Expedia.com Travel was on WOW Air, departing April 20, 2016, from Boston, Massachusetts to Paris, France; returning on April 26, 2016, from Paris, France to Boston, MassachusettsThe customer is stating, once they were at the airport, they were advised they did not have any tickets The customer stated, they contacted Expedia; however, had to buy new tickets with a different airline 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 Upon further researching this, we can confirm on April 23, 2016, the customer contacted Expedia by email and advised once they arrived at the airport, the airline advised, they did not have tickets for the flights and they had to buy new tickets with a different airline Expedia replied and advised, contact us directly We found no record of the customer contacting Expedia on April 20, The customer did reply advising, they were already traveling and would not return until April 26, Expedia replied, advising you to contact us directly upon your arrival In reviewing Ms***’s account, the itinerary did advise the customer, the reservation was not confirmed The customer self-booked a low cost carrier Expedia cannot view any information regarding ticket status, changes, or cancellations The customer itinerary does provide the customer with this information The itinerary does advise the customer, they would need to confirm ticket information, changes, or cancellations with the airline directly Since the customer was not charged for the original tickets and Expedia cannot verify why the customer’s tickets were not issued by WOW Air, we hope the customer understands Expedia cannot honor the request for an Expedia credit We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers 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 Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered As previously advised, on May 26, 2016, Expedia did advised the customer would have a flight credit for year from the issue date of May 11, 2015, and must be rebooked by May 10, The customer did not contact Expedia in time to rebook the flight credit and the credit has expired Expedia cannot process any refunds as we are not the merchant of record (the entity that received your funds and the company charging the customer’s credit card) Alaska Airlines will not authorize any refund or flight credit on the tickets We cannot honor the request for flight credit or refunds and Expedia considers this matter as closed We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service Tell us why here
Complaint: [redacted] I am rejecting this response because:I have never said that the shuttle didn't pick me up from the airportThat service was fine, but they never picked me up at the hotel, and after waiting 40minutes, I took a taxiAlso, Expedia sent me an email that said they had advocated my case with the driver, and he had denied my refundI have my phone records calling the shuttle service, and they have record of me being on hold from Paris while they called the shuttle company for minutesHow does a shuttle that didn't provide service get to deny my refund? I want my refund! Sincerely, [redacted]
June 22, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr***We regret to hear Mr [redacted] did not accept our response and/or resolution offered.After further investigation and conversation with the hotel they advised that they will not be refunded the customer for the other night of his reservationDue to the hotels error Expedia has agreed to refund the full amount of the reservation The customer should see the refund within 1-billing cyclesIf any of the refunds have not shown on the customers statement we suggest he contact his banking institution.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely,Hayden J [redacted] Tier Customer Service
June 22, 2015 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 customer. We appreciate the RevDex.com allowing us time 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 Mr. [redacted] (BBB ID number [redacted] ) regarding an Expedia reservation. Upon receipt of the BBB submission, we have verified the customer has submitted this through the channel of the Division of the Consumer Complaint Department. That department is reviewing Mr. [redacted] case and he will receive a response shortly. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S [redacted] Tier 3 Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address [redacted] concerns As a one-time courtesy, Expedia will refund the amount of $29.00USD for the shuttle service The timeframe for the refund will be to business days We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
June 16, 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 12, 2015, Ms [redacted] booked an Expedia Vacation Package which included a roundtrip flightWe understand from Ms***’s complaint that she canceled the flight and received a credit from Aeromexico valued at $6,Per the confirmation that she received from Expedia, the credit was valid through May 11, We understand from Ms***’s complaint that she contacted Expedia on May 11, 2016, to apply the credit towards the cost of a ticket and was informed that the credit had expiredMs [redacted] states that she has contacted Expedia several times since then and has not been successful in utilizing her creditMs [redacted] provided a copy of the email that she received which stated that she would need call by She is now requesting that Expedia refund the full amount of $6, On June 14, 2016, we contacted the merchant of record Aeromexico to confirm the expiration date of the creditWe were informed the credit expired on March 12, 2016, and was valid on March 11, 2016, when Ms [redacted] attempted to utilize itBased on this information Expedia submitted an internal request for refund approvalThe request was honored minus the $rebooking fee that Aeromexico requires for re-bookingA refund of $5,has been issued to the original form of paymentRefunds like this usually take 3-business days to post to individual accounts, depending on how quickly her credit card company processes refundsWe apologize for the misunderstanding regarding the customer’s airline credit 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 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 attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from Cheonette [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely,
June 30, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear [redacted] did not accept our response We understand that Mr [redacted] has submitted a rebuttal to his initial complaint which states that Expedia has not followed through on our resolutionWe revisited the booking and confirmed that on June 8, 2017, we processed a refund of 3,THB to the original form of paymentIf the refund has not been received to Mr***s accountPlease instruct him to contact his bank or credit card company to ensure that they are able to confirm that the funds were released to them If not please instruct Mr [redacted] to call our office and reference case number aboveAt that time we can investigate further Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
Initial Business Response / [redacted] (1000, 17, 2016/08/23) */ [redacted] claims she was not told that we were not in network with Medicaid Insurance at the time of serviceSince this could be a possibility, the CEO of Orthopedic Therapy Specialists has adjusted and written off any balance that the patient owedWe apologize for any inconvenience this has caused the patient or to the Revdex.com of Northern Indiana Initial Consumer Rebuttal / [redacted] (2000, 20, 2016/09/08) */ Yes, this case has been resolvedThank you
March 1, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for ta [redacted] 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
February 23, 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 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 a refundOn February 16, 2017, we received receipt of the Revdex.com complaint Our records reflect on February 1, 2017, the customer self-booked a hotel reservation at the Hotel Derby Barcelona with two room’s chedate February 26, 2017, check-out March 3, 2017, via itinerary number [redacted] The customer is stating that the site advised they could cancel the reservation within a specific time and would receive a full refund; however the customer was not refunded Upon further researching this matter, we can confirm on February 2, 2017, the customer contacted Expedia to cancel both rooms for the hotel reservationExpedia advised that the reservation was nonrefundable, however would only receive a partial refundThe customer advised that the site advised of a different cancellation policy Expedia contacted the hotel; they would only authorize the refund for the last night of March 2, 2017, as that was refundable Expedia was able to review the customer’s booking session that was made on February 1, During the booking and checkout path on our website, it was disclosed that the dates for February 26, 2017, February 27, 2017, February 28, and March 1, were nonrefundableFor cancellation or changes made after 11:59am local hotel time on February 25, 2017, the hotel would impose a night room and tax fee The customer did contact Expedia on February 2, 2017, to cancel the reservation; however due to the dates that the customer booked were nonrefundable except for the last nightAny cancellations or changes made before February 25, 2017, the customer would receive a refund for the date(s) that were refundable only Since the customer contacted Expedia on February 2, 2017, to cancel both rooms Expedia will process the refund for the last night of March 2, 2017, in the amount of $for each room 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 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 reservationThis gives Expedia the opportunity to provide an appropriate resolution 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
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. 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 me. Sincerely, ***
October 28, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand the customer is requesting a refund due to issues experienced during a recent hotel stayOn October 22, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on October 1, 2015, the customer self-booked a hotel reservation, itinerary number [redacted] , using the Expedia.com website The hotel reservation was for The [redacted] in Stowe, Vermont, checkion October 10, 2015, and checking out on October 12, The total cost of this reservation was $We can confirm the customer contacted Expedia on October 16, 2015, seeking a refund of their reservation 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 providersIf one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us from the hotel if the accommodations are not satisfactory upon arrival; which enables us to attempt to find a resolution at that timeWe have no record of Ms [redacted] contacting us upon her arrival On October 22, 2015, we contacted the hotel on the customer’s behalf and spoke to ***, the hotel’s front desk manager, regarding Ms [redacted] complaintsThe hotel acknowledges the customer’s issues in reference to the property the customer was relocated to due to a boiler malfunction and advised they are currently working with the [redacted] to rectify the matterThe hotel advised as this is an active investigation, currently, no refunds or additional compensation will be authorizedAs result, Expedia is unable to process a refund We regret that our response cannot be more favorable and hope that, despite this recent experience, the customer will continue to use Expedia for future travel arrangements, thereby allowing us the opportunity to restore faith in our company As a gesture of goodwill, Expedia has placed a $Travel Coupon in Ms [redacted] permanent accountThe coupon can be used on any future Expedia Special Rate hotel bookingThe coupon is good for one year form the date of issuance We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Britt M [redacted] Tier Customer Service
August 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact [redacted] 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 for compensationOn August 2, 2016, we received receipt of the Revdex.com complaint Our records reflect on June 22, 2016, an agent assisted the customer book two package reservationsThe first reservation is for [redacted] Travel was on United Airlines, departing July 28, 2016, from Los Angeles, California to Cancun, Mexico; returning on August 4, 2016, from Cancun, Mexico to Los Angeles, CaliforniaA hotel stay at the Great Parnassus Family Resort-All Inclusive, chedate July 28, 2016, check-out date August 4, Itinerary Number: [redacted] The second reservation is for [redacted] and [redacted] Travel was on United Airlines, departing July 28, 2016, from Los Angeles, California to Cancun, Mexico; returning on August 4, 2016, from Cancun, Mexico to Los Angeles, CaliforniaA hotel stay at the Great Parnassus Family Resort-All Inclusive, chedate July 28, 2016, check-out date August 4, Itinerary Number: [redacted] The customer is stating the agent who assisted them book the reservation entered one of the traveler’s last name incorrectly Upon further researching this matter, we can confirm on June 22, 2016, the customer contacted Expedia, advising that the agent who assisted them book the reservations entered the last name incorrectly for IngridThe customer advised the last name should be [redacted] Expedia advised the customer the best option would be to cancel and rebook the package reservation for itinerary number [redacted] Expedia advised the customer the hotel would be refunded and the timeframe would be up to to business days, and the pending authorization for the airline tickets would fall off up to to 48-hoursThe customer agreed and requested the refund to be expeditedExpedia advised the customer we could not expedite the refund timeframe, the customer understood The customer requested for both package reservations to be canceled and refundedExpedia voided all the airline tickets and refunded the customer for the hotel bookings In reviewing the customer’s account, the customer was refunded on June 22, 2016, in the total amount of $6,Expedia apologize for any inconvenience this may have caused and would like to assure you that your business is important to us Since the customer was refunded in full for both reservationsExpedia cannot honor the request for the compensation Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue 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
June 2, Revdex.comE.com – Alaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O-*** Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our 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 [redacted] (Revdex.com complaint # [redacted] ) regarding the hotel reservation refund request Our records show on April 8, 2015, Mr [redacted] booked an Expedia.com hotel and car package reservation via booking number [redacted] We understand from Mr [redacted] complaint, the quality of the room provided was unsatisfactoryThe customer also stated he had to check-out early due to the request to change rooms was denied by the propertyMr [redacted] is asking for a full refund of the hotel reservationUpon researching the customer’s complaint, we can confirm Mr [redacted] paid a total of $for the hotel and car package reservation, of that amount, $was paid for the hotelAfter further research Expedia can confirm the car reservation was utilized Expedia has processed a refund of $for amount the customer paid for the hotel reservation back to the original form of paymentAs a full refund was given to the customer and the issue has been resolved to Mr [redacted] desired outcome, Expedia considers this matter closedWe 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, [redacted] Tier Customer Service
June 29, 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] and [redacted] (Revdex.com case number [redacted] ) regarding Spirit Airline baggage rules and fees Our research reflects that when booking a flight on Expedia.com, the customer is provided with pricing and many airline options for their flightWith regard to Spirit Airlines, a live link is provided under the Spirit Airline options (before booking) that says “Flight details and baggage fees” When that link is clicked the following information is provided: Bag fees Estimated baggage fees charged bySpirit Airlines(Please confirm with airline) Carry on: $- $ 1st checked bag: $- $ 2nd checked bag: $- $ How to pay: Spirit Airline (link) Clicking the live link “Spirit Airlines” on the “How to Pay” line will take the customer to Sprit’s website, where a more in depth breakdown of all baggage options and charges is fully explained 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 purchasingExpedia.com serves as a third party booking intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners Airlines who offer their service on Expedia.com are the merchant of record and they bill the customer directly As such, any refund due a customer would come from the airline In the case of Spirit, as they do provide the baggage charges on Expedia’s site, along with a link to the full disclosure on their own site, they will not agree to a refund of baggage fees Allowing passengers to determine how many bags, if any, they need to travel with, and charging for them individually, is the way Spirit is able to offer such low flight fares It is the customer’s responsibility to determine if this pricing model works best for them or whether another airline, that includes baggage cost in their flight pricing, is a better option Regrettably, Expedia cannot agree to a refund of the customer’s baggage fees and hope that, despite their recent experience, they will continue to use Expedia for future travel arrangements 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
May 5, Better BusinessBureauAlaska, Oregon &Western Washington Complaint DepartmentComplaint ID: [redacted] Re: Expedia Case # O-*** Dear Better BusinessBureau, Thank you forforwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear the customer did not acceptour response offered In our initialresponse to the Revdex.com Expedia stated that we had communicated with the [redacted] and they show they accommodated the customer atanother of their properties the first night and then at their own resort theremainder of his stay, billing Expedia for all nights We have encouraged the customer to provide receiptsfor his base hotel stay, should the resort’s records be incorrect, and we willbe happy to reimburse him for any out of pocket costs for the first night ofhis stay, excluding resort fees or incidentals Expedia regrets thecustomer did not receive customer service that met his expectations, and whichwas not up to Expedia’s standards In a good faith effort we did providethe customer’s Expedia account with a $future travel coupon, which isavailable to him for a period of one yearExpedia stands by our previous response and will not be offering anyfurther compensation We thank you forallowing us the opportunity to further address the issues that were brought toour attention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] ***Tier CustomerServiceRevdex.com Rebuttal
June 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response By acting as their own travel agent, it is the customer’s responsibility prior to completing the purchase, to review and verify all travel detailsMr [redacted] booked his vacation package on April 29, On May 5, 2016, he contacted our office regarding the errorWe explained that a confirmation email was sent within the same day which included the details of the itinerary for Mr [redacted] to reviewHad Expedia been contacted within 24-hours of the booking, we would have been in a position to void the tickets, issue a full refundAs we were not given that opportunity, regrettably we were unable to 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