Complaint: [redacted] I am rejecting this response because: we were not informed of fees by phone booking agent only used the car for airport to hotel because of insurance concernsContacted Expedia times during trip and was hung up on once and placed on hold for minutes plus timesWe requested expidiated service as we were in the middle of a situation with the rental car and was hung up onWe booked on the phone we got the wrong room, a delayed flight and a messed up rental carWe were hit with hundreds of dollars worth of unmentioned fees and our vacation was ruinedYou may see that we have used Expedia dozens of times A practice we can I'll excercize no moreYou saying your not responsible does not make it rightI have all of my he corropondens of this transaction and will be posting it word for word on trip advisor, yelp, travel magazine blog, Facebook and any other her media source said hat will tak it and I will post this with my cooking blog every time I post a new recipe for my three hundred or so followersMy wife and I travel times a year as do most of my followersYou may also notic that I hav cancelled a trip we booked through you for March of next yearI sincerely hope that the $I was looking to be refunded was worth it to your companyJust the trip I canc pled cost you $Sincerely, [redacted] ***
October 5, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] * [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand the customer is requesting a refund due to our Best Price GuaranteeOn October 5, 2015, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaintThe customer could not be reached and a voicemail was left Our records indicate on September 9, 2015, the customer booked a flight reservation with an Expedia representative, itinerary number [redacted] Travel was booked for one traveler from San Antonio, Texas to Chicago, Illinois, departing on September 24, 2015, on [redacted] and returning on September 26, on [redacted] The total amount paid for the reservation was $We can confirm the customer submitted the Best Price Guarantee claim online on September 10, 2015, and the claim was denied on September10, Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and subject to the rules and restrictions of those providers As a third party intermediary, we work from a live inventory The flight availability and prices are all provided to us by the airlinesOnce a flight is purchased, the airline updates the inventory with the latest availability; thus prices can changeIn addition, the booking and ticket price are not finalized until the ticket is issued Per the terms & conditions of Expedia’s Best Price Guarantee, in order for the lower price to be honored, the lower price must be available for booking at the time of contact for verification purposesWhen Ms [redacted] submitted her claim, our representative had to validate the price of the flights and the availability of the flightsDuring this verification process, Expedia was unable to locate, the lower priceAs a result the claim was denied We stand by our previous decision and will not be honoring the customer’s Best Price Guarantee claim The full terms and conditions of Expedia’s Best Price Guarantee can be reviewed at any time by clicking the following link: http://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Britt M [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: of the health hazard and the cost that incurred but have not been reimbursed for(See attachment)Sincerely, [redacted]
July 19, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear [redacted] did not accept our response We apologize if Ms [redacted] received anything less than satisfactory customer servicePlease note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to themIf Expedia was to make a change to the itinerary per customer request, we would have to follow the terms of the airlineOnly they have the ability to discount their fees We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
October 13, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand the customer is requesting a refund for their flight reservationOn October 13, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on March 2, 2015, the customer self-booked a flight reservation, itinerary number [redacted] , via Expedia.com’s websiteTravel was on [redacted] , departing Chicago, Illinois to Pisa, Italy on June 9, and returning June 21, We have verified the customer contacted Expedia on June 10, inquiring about a refund From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policiesWe cannot process a refund unless it is authorize by the airline On June 12, 2015, we were advised by [redacted] that they would issue a refundSubsequently, an email was sent to Mr [redacted] confirming this informationThe customer has since contacted us each month to determine the status of his refundOn October 12, 2015, Expedia advocated to [redacted] on the customer’s behalf and can confirm [redacted] processed a refund of the refundable taxes of $back to the customer’s original form of payment on July 30, We were advised that no further refunds were due as the airline offered to assist Mr [redacted] on June 9, 2015, prior to the schedule flight departure; however he never called [redacted] backThe customer did not take the flight so [redacted] changed the ticket status to a no-show thus no refund of the ticket; only the taxes [redacted] has advised the customer can contact them directly with any further questionsMr [redacted] can contact their Customer Relations department at [redacted] and provide incident # [redacted] We regret any inconvenience this matter has caused; however, Expedia is unable to provide any compensation for this matter We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Britt M [redacted] Tier Customer Service
July 28, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding pricing on vacation package reservationsWe understand the customer is requesting Expedia to honor a previously quoted price seen on the Expedia.com website Upon further research, we were able to confirm the itinerary [redacted] the customer provided in the Revdex.com complaint was is not a booked or confirmed vacation package The Expedia website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can changeThe change can occur at any time during the booking process; however, Expedia makes every effort to update the pricing of our published inventory as often as possibleWe sincerely apologize for any inconvenience this has caused to your travel plans Regarding the differences in price, we utilize a real-time airline reservations database that contains current ticket prices and availabilityThe database is updated regularly as fares change and seats are soldPlease be advised that airlines routinely change their pricesIn addition, they limit the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer availableConsequently, it is possible that a specific fare that is available when you begin planning your trip will no longer be available when you try to confirm the seatsAirfares are subject to change until you have purchased your tickets and your reservation is confirmed Expedia strives to offer the most competitive prices to our customers with largest base of inventory available onlineExpedia is visited by millions of customers each day, who view and purchase our inventory thus making flight and hotel pricing as well as availability change consistentlyThe Expedia website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can changeThe change can occur at any time during the booking process; however, Expedia makes every effort to update the pricing of our published inventory as often as possible We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Nicole P [redacted] Tier Customer Service
This issue has been resolvedI think I sent enough messages to Expedia all over the place that they returned my moneyThank you for your help in thisAlso know that they were not very easy to work with and the complaints I found for reviews on this company was really badI guess this is why I contacted youSo glad you are here for other people
Complaint: [redacted] I am rejecting this response because: Refund amount owed by Expedia is $(- 128.94) where as the refund processed for whatever reasons is just Either an explanation is required about how was arrived at or else claimed amount of $to be refunded Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: all of the information is there and documentedI have all of my information, evidence, etc Asking for more time is UNACCEPTABLE Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: When we called in to make the changes to our initial flight plans an Expedia representative communicated to us that we would receive a refund no questions asked The representative said the refund was going to happen and even gave us a two week timeline We would not have made a new purchase otherwise For these reasons, we do not want to fill out a claim knowing that we may or may not receive a refund We just want a refund as we were told we were going to get Please issue the refund as soon as possible Sincerely, [redacted] ***
After speaking with customer service reps, then spending continuous hours on hold, my complaint was resolved by an individual who I will now refer to as 'Angel' Kate I was forwarded an email receipt, and will be watching my account to verify that the funds are returnedThank you for your service
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I did use the all inclusive button to the left on there website..It dropped the total resorts in puerto rico from down to With that button checked and now only resorts that is when I booked All inclusiveWhy on earth would I go there without ever being there no car rental and not have my needs met with all inclusive In fact because they cheated me I went to bookit.com got all inclusive with no fraud I think that expedia set this up on there site with knowledge of a fraudulent behavior The button for all inclusive was hit more than once as I reviewed the resort choices I called them than in Janto reconfirmAt that point they told me I didnt book all inclusive Which I did and they said they would cancel the resort ..and than I told them after several hrs of phone conversation to cancel the flight right away tooIn there statement to the Revdex.com they lied I wanted it all canceled resort and flightThe also stated that after canceling the resort they got the money back So than I want that off my credit card Non refundable is not a problem I expected to go there all inclusive as I used there left column But when they pulled the switcher roo I canceled Because I booked all inclusive documents sent there cancellations and how they spammed my email take note there are over spams that day after the phone conversation from expedia.com
Revdex.com May 23, 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.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is currently requesting a refund of $247.00USD, as the customer rejected the response provided by Expedia.com regarding the minimum connection time of the flights booked in the itinerary [redacted] Ms [redacted] stated, Expedia.com should be responsible for this issue, as the airline stated Expedia.com sold the flights, which the connection time was invalid On May 18, 2016, we received the receipt of the Revdex.com complaint On May 16, 2016, we contacted the airline in order to provide the best response to the customer and assist her with the refund request In reviewing the customer’s account, we have confirmed with Frontier Airlines, Ms [redacted] was a no-show on April 28, Per the airline’s records, the customer did not complain about the connection time, which was valid as the flights were confirmed by the carrier Expedia.com works with a live system, which the airlines use to carry their flights availability Once an airline sends the flights to Expedia.com, and a customer books a reservation, the flights chosen by the traveler are sent back to the airline to be confirmed and the tickets issued Whether there is a connection issue, it is the carrier’s responsibility to notify Expedia.com, as the flights were carried into our system by the carriers Our records indicate Frontier Airlines confirmed the booking, and issued the ticket of Ms [redacted] ’s reservation on their end It is important to mention that once the flights are chosen by the passenger via the Expedia.com website, Frontier Airlines takes over the booking, and not even the ticket numbers are sent back to Expedia.com, as per Frontier Airline’s policy Expedia.com has a team dedicated and qualified to handle all airline booking issues that are reported by the carriers to Expedia.com Management TeamWe have no records indicating the carrier notified Expedia.com regarding a flight been uploaded into Expedia.com system and ticketed by Frontier Airlines with invalid connection time, if the carrier had verify such issue it is Frontier Airlines responsibility to notify the travelers, as they have total control over the reservation and the flights operated by the carrierWe hope Ms [redacted] understands Exedia.com is not responsible for the connection time of the flights she had booked, as the availability and connection time of the flights are determined by the carriers As we previously advised, per the carrier’s policy, Expedia has no approval to process a refund of the unused segment The carrier advised, in order to request any refund, Ms [redacted] must contact the airline directly, via the airline’s website Ms [redacted] must file a complaint with Frontier Airlines’ customer relations department Per the carrier, Ms [redacted] ’s request will be reviewed by Frontier Airlines; per the airline’s policy the customer will get a reply within to hours via e-mail 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, Misleide B [redacted] Tier Customer Service
October 14, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding an agent assisted hotel booking We understand Mr [redacted] is asking for compensation due to his reservation being booked incorrectly.Our records reflect that as of October 4, the customer was issued a full refund for the hotel portion of his reservationDue to the full refund being issued we are unable to offer any additional compensation for this reservation.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Hayden J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: The person who responded obviously did not read everything I wrote and just wanted to use a standard reply I was told by frontier that expedia married two flights that should not have been put togetherTherefore it was not Frontiers fault since they don't even sell the flight that expedia gave meExpedia put two flights together that had less than an hour layoverI had less than an hour to get through customs and recheck in to get to my flight which was not even close to enough timeThere was NO change to the flight, Expedia just put together two flights that they shouldn't have It is rediculous for Expedia to say I did not complain about the connection timeI spend over an hour talking with the frontier staff about how we can fix thisExpedia put me on the last flight of the night so when I missed the flight due to lack of layover time I was told that I would have to come back in the morning and catch the next flightExpedia and Frontier both refused to help me get somewhere to stay even when I voiced how concerned for my safety I was to be put out on the street in the middle of the nightBoth companies refused to help me even though the issue was not my fault however the travel agencies errorExpedia is trying to make it Frontiers fault when they sold me a ticket that Frontier does not even offer since they know that those times do not work together Expedia needs to be held liable and not try to blame their errors on othersThis company needs to be shown for their lack of concern, care, and unlawful activity Sincerely, [redacted]
February 15, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a Hotel Price Guarantee claim Our records indicate that on February 5, 2018, Ms [redacted] or an authorized user of the account booked a two nights stay online via Expedial.com, at the Sleep Inn hotel checking in on July 22, 2018, and checking out on July 29, 2018, under itinerary [redacted] The reservation was a “hotel collect” reservation, meaning any funds would be collected directly by the propertyTravelocity did not collect any funds on this reservation We understand from Ms [redacted] complaint that she has submitted a Hotel Price Guarantee claim multiple times and is getting no help from Expedia and is requesting a refund in the amount of $ Upon receipt of Ms [redacted] complaint, we investigated the issues which were brought to our attentionWe can confirm that on February 15, 2018, our representative spoke with Ms [redacted] and explained to her the terms and conditions associated with submitting a claimAs a one-time courtesy, Expedia processed a refund in the amount of $to the original form of paymentThe time it takes to receive said refund will depend on her credit card company of banking institutionWe ask that she please allow at least two billing cycles The following Terms and Conditions apply to Expedia’s hotel price guarantee: The Hotel Price Guarantee is available to Expedia+ members in good standingIn the unlikely event that you find a lower rate for a hotel you have booked on www.expedia.com or through the Expedia call center at 1-800-EXPEDIA, whether on Expedia or on another U.S.-based website, we will honor the lower priceHotels booked as part of a package are not eligible for the Hotel Price GuaranteeThe guarantee is subject to these terms and conditions Notifying Expedia of a Claim: You may make a claim under the Hotel Price Guarantee from the time you book your standalone hotel on Expedia until 11:p.mlocal time at the hotel's location, the day prior to hotel check-inTo make a claim, please complete this form, select your qualifying itinerary, and provide details on the lower price found, including screen shotsThe lower price must be available for booking at the time you contact us, as determined by Expedia+ Must be "Apples to Apples" Comparison: The Hotel Price Guarantee is available only for exact itinerary matches, including property, room type, rate plan, applicable refund policy, and the exact same dates of travel as booked through ExpediaThe comparison must be to the same product purchased standalone through another website (i.e., not part of a hotel + air travel package) The Hotel Price Guarantee applies only to the cost of booked travel, as presented in the Expedia search results, without including any taxes and feesThe Hotel Price Guarantee is not available for bookings on websites where the property, itinerary, or similar booking details are unknown until after purchaseYou must meet all requirements imposed on the lower price (if any), including, without limitation, residency, regional, and age-related requirements There is no limit on the number of Hotel Price Guarantee claims you may make per bookingHowever, any credit subsequent to the initial credit will be based on the amount of the previously credited price, not on the amount of the original price that you booked Comparison Rates Must Be Available to the General Public Online: The Hotel Price Guarantee applies only to prices both advertised and available to the general public on a U.S.-based websiteFor example, this does not include rates offered on membership program websites; corporate discounts or rates; group, charter, rewards program, incentive, meeting, convention, consolidator, or interline prices; prices obtained via auction or similar process; or prices available only by using a coupon or other promotion not offered to the general publicThe lower rate may not come from a website where you call to get the rate or from an e-mail that you receivedThe rate must be quoted and booked in U.Sdollars (and without reference to currency converters) Verification of Claims: All requests are subject to verification by ExpediaExpedia will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia personnelNor will Expedia verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faithFor verification of non-prepaid hotel bookings, the customer service representative will instruct you to mail a copy of your hotel receipt to Expedia within thirty (30) days after you have completed the hotel stayExpedia will honor the lower price for verified requestsThis may happen in one of several ways In some cases, it will take the form of a credit to the credit card used for bookingIn other cases, it may be necessary for the travel specialist to cancel your booking and re-book your stay at the lower priceYou will not be charged any change or cancellation fees in connection with the Hotel Price GuaranteeIn all cases, the travel specialist will explain the process to youTravel must be completed in accordance with the booked itinerary to be eligible to receive the coupon, refund or creditChanged or cancelled bookings are not eligible to receive the coupon, or refundExpedia reserves the right to render any coupon void that Expedia issues in excess of these limits, issued in error, or where the customer is found to be ineligible to receive a coupon Changes: Expedia reserves the right in its sole discretion to modify or discontinue the Hotel Price Guarantee or to restrict its availability to any person, at any time, for any or no reason, and without prior notice or liability to youThe terms that are in effect at the time of your claim will determine your eligibility under the Hotel Price GuaranteeThe failure by Expedia to enforce any provision of these terms and conditions shall not constitute a waiver of that provision Again, 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, LaToya J [redacted] Corporate Customer Service
May 18, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #O-*** Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] (Case number [redacted] ) We regret to hear Mr [redacted] did not accept our response and/or resolution offeredAs previously advised, the car reservation was booked separately but the customer was not charged in advance for the booking The customer’s confirmation itinerary listed the type of rental and fees associated with the rental In addition, it did state that the car charges would be billed at the time of pick-up This information is restated by our customer service representative during the booking process and before the booking is completed While Mr [redacted] is stating he wanted the car rental as part of the package, it did not impact the cost of his package He was only charged for the flight and hotel in advance In addition, the majority of the car rentals on our website are pay-later bookingsWe sincerely regret that we are unable to offer a more satisfactory response or resolution for Mr [redacted] concerns At Expedia we try to provide not only excellent customer service but we try to exceed what is expected of us As [redacted] Car Rental was the merchant of record and the company that charged his credit card, we are unable to provide a refund for any portion of the car rental booking We thank you for allowing us the opportunity to address this matter further If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] ***Tier Customer Service
October 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 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 flight We understand [redacted] is seeking a refund for cancelled flights booked using ExpediaWe researched this matter further and our records showing a flight reservation was booked on May 4, via our website by [redacted] or an authorized user to their Expedia accountOn August 15, Air Berlin filed to commence insolvency proceedingsThe Federal Government is supporting Air Berlin with a bridging loan to maintain flight operations for the long-termAir Berlin further advised there have been no flight disruptions due to this situation and flight operations are continuing as normalHowever in the event the customer flights are cancelled Expedia has been advised to refer passengers to visit www.airberline.com, or they may wish to contact their credit card company to dispute the costThey also may file a claim with their travel insurance by calling 1-800-954-Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providersAir Berlin was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policiesWe 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
July 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 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 [redacted] is requesting a refund On June 28, 2016, we received receipt of the Revdex.com complaint Our records reflect on December 23, 2015, the customer self-booked a package reservation for [redacted] and [redacted] using Expedia.com Travel was on Lufthansa Airlines, departing on April 26, 2016, from Phoenix, Arizona to Florence, Italy; returning on May 5, 2016, from Florence, Italy to Phoenix, Arizona The package also includes a hotel stay at the Hotel Rosso 23, chedate April 27, 2016, check-out date May 5, The customer is stating, due to an airline schedule change, the flight was canceled The customer is stating, they were refunded for the flight; however, not for the hotel portion Upon further researching this matter, we can confirm on January 9, 2016, the airline sent an notification, due to an airline schedule change An automated email was sent to the customer We can confirm there were six more airline schedule changes, which occurred on January 15, 2016, January 16, 2016, January 26, 2016, February 14, 2016, April 25, 2016, and April 26, For each airlines schedule change an automated email was sent to the customer On April 25, 2016, the customer contacted Expedia advising, they received an email that the flight was canceled The customer requested to rebook the flight or refund the package in full Expedia contacted Lufthansa Airlines, however, they were closed Expedia contacted the hotel; however, we were advised to call back and speak with the hotel manager Expedia offered the customer to rebook the flight, due to the strike in Germany The customer did agree Expedia exchanged the flight at no charge to the customer The new flight was for: April 26, 2016, from Phoenix, Arizona to Florence, Italy; returning on May 5, 2016, from Florence, Italy to Phoenix, Arizona with Lufthansa Airlines In reviewing the customer’s account, on April 26, 2016, the airline canceled the flight, due to an airline strike in Germany The customer’s itinerary has a connection flight into Munich, Germany and in Frankfurt, Germany Expedia was able to verify Lufthansa Airlines canceled the flight and were not able to offer any other flights Expedia refunded the airline tickets in the amount of $2, Expedia did send an email on April 26, 2016, to the hotel, requesting the refund, due to the flight was canceled; however, the hotel did not authorize the refund On July 14, 2016, Expedia contacted the hotel, they advised, they will not authorize the refund We have reached out to our Market Manager, requesting they contact the hotel on the customer’s behalf and request the refund due to the airline strike Expedia strives to provide the highest level of customer service We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernHowever, 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 hope the customer understands Expedia must adhere to the hotel policy Expedia was not the merchant of record or the company that received the funds We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: A customer should not be treated the way I was treated any be allowed to get away with itI am asking again the the Revdex.com request the phone recordsThis will prove my argument they should not be Revdex.com acreditedThey treated me terrible and they do not want to release them because they know it proves thatThey wasted a lot of my time knowing they were not going to do anything to help meTerrible companyPriceline is much better Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: we were not informed of fees by phone booking agent only used the car for airport to hotel because of insurance concernsContacted Expedia times during trip and was hung up on once and placed on hold for minutes plus timesWe requested expidiated service as we were in the middle of a situation with the rental car and was hung up onWe booked on the phone we got the wrong room, a delayed flight and a messed up rental carWe were hit with hundreds of dollars worth of unmentioned fees and our vacation was ruinedYou may see that we have used Expedia dozens of times A practice we can I'll excercize no moreYou saying your not responsible does not make it rightI have all of my he corropondens of this transaction and will be posting it word for word on trip advisor, yelp, travel magazine blog, Facebook and any other her media source said hat will tak it and I will post this with my cooking blog every time I post a new recipe for my three hundred or so followersMy wife and I travel times a year as do most of my followersYou may also notic that I hav cancelled a trip we booked through you for March of next yearI sincerely hope that the $I was looking to be refunded was worth it to your companyJust the trip I canc pled cost you $Sincerely, [redacted] ***
October 5, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] * [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand the customer is requesting a refund due to our Best Price GuaranteeOn October 5, 2015, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaintThe customer could not be reached and a voicemail was left Our records indicate on September 9, 2015, the customer booked a flight reservation with an Expedia representative, itinerary number [redacted] Travel was booked for one traveler from San Antonio, Texas to Chicago, Illinois, departing on September 24, 2015, on [redacted] and returning on September 26, on [redacted] The total amount paid for the reservation was $We can confirm the customer submitted the Best Price Guarantee claim online on September 10, 2015, and the claim was denied on September10, Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and subject to the rules and restrictions of those providers As a third party intermediary, we work from a live inventory The flight availability and prices are all provided to us by the airlinesOnce a flight is purchased, the airline updates the inventory with the latest availability; thus prices can changeIn addition, the booking and ticket price are not finalized until the ticket is issued Per the terms & conditions of Expedia’s Best Price Guarantee, in order for the lower price to be honored, the lower price must be available for booking at the time of contact for verification purposesWhen Ms [redacted] submitted her claim, our representative had to validate the price of the flights and the availability of the flightsDuring this verification process, Expedia was unable to locate, the lower priceAs a result the claim was denied We stand by our previous decision and will not be honoring the customer’s Best Price Guarantee claim The full terms and conditions of Expedia’s Best Price Guarantee can be reviewed at any time by clicking the following link: http://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Britt M [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: of the health hazard and the cost that incurred but have not been reimbursed for(See attachment)Sincerely, [redacted]
July 19, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear [redacted] did not accept our response We apologize if Ms [redacted] received anything less than satisfactory customer servicePlease note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to themIf Expedia was to make a change to the itinerary per customer request, we would have to follow the terms of the airlineOnly they have the ability to discount their fees We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
October 13, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand the customer is requesting a refund for their flight reservationOn October 13, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on March 2, 2015, the customer self-booked a flight reservation, itinerary number [redacted] , via Expedia.com’s websiteTravel was on [redacted] , departing Chicago, Illinois to Pisa, Italy on June 9, and returning June 21, We have verified the customer contacted Expedia on June 10, inquiring about a refund From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policiesWe cannot process a refund unless it is authorize by the airline On June 12, 2015, we were advised by [redacted] that they would issue a refundSubsequently, an email was sent to Mr [redacted] confirming this informationThe customer has since contacted us each month to determine the status of his refundOn October 12, 2015, Expedia advocated to [redacted] on the customer’s behalf and can confirm [redacted] processed a refund of the refundable taxes of $back to the customer’s original form of payment on July 30, We were advised that no further refunds were due as the airline offered to assist Mr [redacted] on June 9, 2015, prior to the schedule flight departure; however he never called [redacted] backThe customer did not take the flight so [redacted] changed the ticket status to a no-show thus no refund of the ticket; only the taxes [redacted] has advised the customer can contact them directly with any further questionsMr [redacted] can contact their Customer Relations department at [redacted] and provide incident # [redacted] We regret any inconvenience this matter has caused; however, Expedia is unable to provide any compensation for this matter We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Britt M [redacted] Tier Customer Service
July 28, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding pricing on vacation package reservationsWe understand the customer is requesting Expedia to honor a previously quoted price seen on the Expedia.com website Upon further research, we were able to confirm the itinerary [redacted] the customer provided in the Revdex.com complaint was is not a booked or confirmed vacation package The Expedia website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can changeThe change can occur at any time during the booking process; however, Expedia makes every effort to update the pricing of our published inventory as often as possibleWe sincerely apologize for any inconvenience this has caused to your travel plans Regarding the differences in price, we utilize a real-time airline reservations database that contains current ticket prices and availabilityThe database is updated regularly as fares change and seats are soldPlease be advised that airlines routinely change their pricesIn addition, they limit the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer availableConsequently, it is possible that a specific fare that is available when you begin planning your trip will no longer be available when you try to confirm the seatsAirfares are subject to change until you have purchased your tickets and your reservation is confirmed Expedia strives to offer the most competitive prices to our customers with largest base of inventory available onlineExpedia is visited by millions of customers each day, who view and purchase our inventory thus making flight and hotel pricing as well as availability change consistentlyThe Expedia website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can changeThe change can occur at any time during the booking process; however, Expedia makes every effort to update the pricing of our published inventory as often as possible We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Nicole P [redacted] Tier Customer Service
This issue has been resolvedI think I sent enough messages to Expedia all over the place that they returned my moneyThank you for your help in thisAlso know that they were not very easy to work with and the complaints I found for reviews on this company was really badI guess this is why I contacted youSo glad you are here for other people
Complaint: [redacted] I am rejecting this response because: Refund amount owed by Expedia is $(- 128.94) where as the refund processed for whatever reasons is just Either an explanation is required about how was arrived at or else claimed amount of $to be refunded Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: all of the information is there and documentedI have all of my information, evidence, etc Asking for more time is UNACCEPTABLE Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: When we called in to make the changes to our initial flight plans an Expedia representative communicated to us that we would receive a refund no questions asked The representative said the refund was going to happen and even gave us a two week timeline We would not have made a new purchase otherwise For these reasons, we do not want to fill out a claim knowing that we may or may not receive a refund We just want a refund as we were told we were going to get Please issue the refund as soon as possible Sincerely, [redacted] ***
After speaking with customer service reps, then spending continuous hours on hold, my complaint was resolved by an individual who I will now refer to as 'Angel' Kate I was forwarded an email receipt, and will be watching my account to verify that the funds are returnedThank you for your service
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I did use the all inclusive button to the left on there website..It dropped the total resorts in puerto rico from down to With that button checked and now only resorts that is when I booked All inclusiveWhy on earth would I go there without ever being there no car rental and not have my needs met with all inclusive In fact because they cheated me I went to bookit.com got all inclusive with no fraud I think that expedia set this up on there site with knowledge of a fraudulent behavior The button for all inclusive was hit more than once as I reviewed the resort choices I called them than in Janto reconfirmAt that point they told me I didnt book all inclusive Which I did and they said they would cancel the resort ..and than I told them after several hrs of phone conversation to cancel the flight right away tooIn there statement to the Revdex.com they lied I wanted it all canceled resort and flightThe also stated that after canceling the resort they got the money back So than I want that off my credit card Non refundable is not a problem I expected to go there all inclusive as I used there left column But when they pulled the switcher roo I canceled Because I booked all inclusive documents sent there cancellations and how they spammed my email take note there are over spams that day after the phone conversation from expedia.com
Revdex.com May 23, 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.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is currently requesting a refund of $247.00USD, as the customer rejected the response provided by Expedia.com regarding the minimum connection time of the flights booked in the itinerary [redacted] Ms [redacted] stated, Expedia.com should be responsible for this issue, as the airline stated Expedia.com sold the flights, which the connection time was invalid On May 18, 2016, we received the receipt of the Revdex.com complaint On May 16, 2016, we contacted the airline in order to provide the best response to the customer and assist her with the refund request In reviewing the customer’s account, we have confirmed with Frontier Airlines, Ms [redacted] was a no-show on April 28, Per the airline’s records, the customer did not complain about the connection time, which was valid as the flights were confirmed by the carrier Expedia.com works with a live system, which the airlines use to carry their flights availability Once an airline sends the flights to Expedia.com, and a customer books a reservation, the flights chosen by the traveler are sent back to the airline to be confirmed and the tickets issued Whether there is a connection issue, it is the carrier’s responsibility to notify Expedia.com, as the flights were carried into our system by the carriers Our records indicate Frontier Airlines confirmed the booking, and issued the ticket of Ms [redacted] ’s reservation on their end It is important to mention that once the flights are chosen by the passenger via the Expedia.com website, Frontier Airlines takes over the booking, and not even the ticket numbers are sent back to Expedia.com, as per Frontier Airline’s policy Expedia.com has a team dedicated and qualified to handle all airline booking issues that are reported by the carriers to Expedia.com Management TeamWe have no records indicating the carrier notified Expedia.com regarding a flight been uploaded into Expedia.com system and ticketed by Frontier Airlines with invalid connection time, if the carrier had verify such issue it is Frontier Airlines responsibility to notify the travelers, as they have total control over the reservation and the flights operated by the carrierWe hope Ms [redacted] understands Exedia.com is not responsible for the connection time of the flights she had booked, as the availability and connection time of the flights are determined by the carriers As we previously advised, per the carrier’s policy, Expedia has no approval to process a refund of the unused segment The carrier advised, in order to request any refund, Ms [redacted] must contact the airline directly, via the airline’s website Ms [redacted] must file a complaint with Frontier Airlines’ customer relations department Per the carrier, Ms [redacted] ’s request will be reviewed by Frontier Airlines; per the airline’s policy the customer will get a reply within to hours via e-mail 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, Misleide B [redacted] Tier Customer Service
October 14, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding an agent assisted hotel booking We understand Mr [redacted] is asking for compensation due to his reservation being booked incorrectly.Our records reflect that as of October 4, the customer was issued a full refund for the hotel portion of his reservationDue to the full refund being issued we are unable to offer any additional compensation for this reservation.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Hayden J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: The person who responded obviously did not read everything I wrote and just wanted to use a standard reply I was told by frontier that expedia married two flights that should not have been put togetherTherefore it was not Frontiers fault since they don't even sell the flight that expedia gave meExpedia put two flights together that had less than an hour layoverI had less than an hour to get through customs and recheck in to get to my flight which was not even close to enough timeThere was NO change to the flight, Expedia just put together two flights that they shouldn't have It is rediculous for Expedia to say I did not complain about the connection timeI spend over an hour talking with the frontier staff about how we can fix thisExpedia put me on the last flight of the night so when I missed the flight due to lack of layover time I was told that I would have to come back in the morning and catch the next flightExpedia and Frontier both refused to help me get somewhere to stay even when I voiced how concerned for my safety I was to be put out on the street in the middle of the nightBoth companies refused to help me even though the issue was not my fault however the travel agencies errorExpedia is trying to make it Frontiers fault when they sold me a ticket that Frontier does not even offer since they know that those times do not work together Expedia needs to be held liable and not try to blame their errors on othersThis company needs to be shown for their lack of concern, care, and unlawful activity Sincerely, [redacted]
February 15, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a Hotel Price Guarantee claim Our records indicate that on February 5, 2018, Ms [redacted] or an authorized user of the account booked a two nights stay online via Expedial.com, at the Sleep Inn hotel checking in on July 22, 2018, and checking out on July 29, 2018, under itinerary [redacted] The reservation was a “hotel collect” reservation, meaning any funds would be collected directly by the propertyTravelocity did not collect any funds on this reservation We understand from Ms [redacted] complaint that she has submitted a Hotel Price Guarantee claim multiple times and is getting no help from Expedia and is requesting a refund in the amount of $ Upon receipt of Ms [redacted] complaint, we investigated the issues which were brought to our attentionWe can confirm that on February 15, 2018, our representative spoke with Ms [redacted] and explained to her the terms and conditions associated with submitting a claimAs a one-time courtesy, Expedia processed a refund in the amount of $to the original form of paymentThe time it takes to receive said refund will depend on her credit card company of banking institutionWe ask that she please allow at least two billing cycles The following Terms and Conditions apply to Expedia’s hotel price guarantee: The Hotel Price Guarantee is available to Expedia+ members in good standingIn the unlikely event that you find a lower rate for a hotel you have booked on www.expedia.com or through the Expedia call center at 1-800-EXPEDIA, whether on Expedia or on another U.S.-based website, we will honor the lower priceHotels booked as part of a package are not eligible for the Hotel Price GuaranteeThe guarantee is subject to these terms and conditions Notifying Expedia of a Claim: You may make a claim under the Hotel Price Guarantee from the time you book your standalone hotel on Expedia until 11:p.mlocal time at the hotel's location, the day prior to hotel check-inTo make a claim, please complete this form, select your qualifying itinerary, and provide details on the lower price found, including screen shotsThe lower price must be available for booking at the time you contact us, as determined by Expedia+ Must be "Apples to Apples" Comparison: The Hotel Price Guarantee is available only for exact itinerary matches, including property, room type, rate plan, applicable refund policy, and the exact same dates of travel as booked through ExpediaThe comparison must be to the same product purchased standalone through another website (i.e., not part of a hotel + air travel package) The Hotel Price Guarantee applies only to the cost of booked travel, as presented in the Expedia search results, without including any taxes and feesThe Hotel Price Guarantee is not available for bookings on websites where the property, itinerary, or similar booking details are unknown until after purchaseYou must meet all requirements imposed on the lower price (if any), including, without limitation, residency, regional, and age-related requirements There is no limit on the number of Hotel Price Guarantee claims you may make per bookingHowever, any credit subsequent to the initial credit will be based on the amount of the previously credited price, not on the amount of the original price that you booked Comparison Rates Must Be Available to the General Public Online: The Hotel Price Guarantee applies only to prices both advertised and available to the general public on a U.S.-based websiteFor example, this does not include rates offered on membership program websites; corporate discounts or rates; group, charter, rewards program, incentive, meeting, convention, consolidator, or interline prices; prices obtained via auction or similar process; or prices available only by using a coupon or other promotion not offered to the general publicThe lower rate may not come from a website where you call to get the rate or from an e-mail that you receivedThe rate must be quoted and booked in U.Sdollars (and without reference to currency converters) Verification of Claims: All requests are subject to verification by ExpediaExpedia will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia personnelNor will Expedia verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faithFor verification of non-prepaid hotel bookings, the customer service representative will instruct you to mail a copy of your hotel receipt to Expedia within thirty (30) days after you have completed the hotel stayExpedia will honor the lower price for verified requestsThis may happen in one of several ways In some cases, it will take the form of a credit to the credit card used for bookingIn other cases, it may be necessary for the travel specialist to cancel your booking and re-book your stay at the lower priceYou will not be charged any change or cancellation fees in connection with the Hotel Price GuaranteeIn all cases, the travel specialist will explain the process to youTravel must be completed in accordance with the booked itinerary to be eligible to receive the coupon, refund or creditChanged or cancelled bookings are not eligible to receive the coupon, or refundExpedia reserves the right to render any coupon void that Expedia issues in excess of these limits, issued in error, or where the customer is found to be ineligible to receive a coupon Changes: Expedia reserves the right in its sole discretion to modify or discontinue the Hotel Price Guarantee or to restrict its availability to any person, at any time, for any or no reason, and without prior notice or liability to youThe terms that are in effect at the time of your claim will determine your eligibility under the Hotel Price GuaranteeThe failure by Expedia to enforce any provision of these terms and conditions shall not constitute a waiver of that provision Again, 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, LaToya J [redacted] Corporate Customer Service
May 18, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #O-*** Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] (Case number [redacted] ) We regret to hear Mr [redacted] did not accept our response and/or resolution offeredAs previously advised, the car reservation was booked separately but the customer was not charged in advance for the booking The customer’s confirmation itinerary listed the type of rental and fees associated with the rental In addition, it did state that the car charges would be billed at the time of pick-up This information is restated by our customer service representative during the booking process and before the booking is completed While Mr [redacted] is stating he wanted the car rental as part of the package, it did not impact the cost of his package He was only charged for the flight and hotel in advance In addition, the majority of the car rentals on our website are pay-later bookingsWe sincerely regret that we are unable to offer a more satisfactory response or resolution for Mr [redacted] concerns At Expedia we try to provide not only excellent customer service but we try to exceed what is expected of us As [redacted] Car Rental was the merchant of record and the company that charged his credit card, we are unable to provide a refund for any portion of the car rental booking We thank you for allowing us the opportunity to address this matter further If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] ***Tier Customer Service
October 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 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 flight We understand [redacted] is seeking a refund for cancelled flights booked using ExpediaWe researched this matter further and our records showing a flight reservation was booked on May 4, via our website by [redacted] or an authorized user to their Expedia accountOn August 15, Air Berlin filed to commence insolvency proceedingsThe Federal Government is supporting Air Berlin with a bridging loan to maintain flight operations for the long-termAir Berlin further advised there have been no flight disruptions due to this situation and flight operations are continuing as normalHowever in the event the customer flights are cancelled Expedia has been advised to refer passengers to visit www.airberline.com, or they may wish to contact their credit card company to dispute the costThey also may file a claim with their travel insurance by calling 1-800-954-Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providersAir Berlin was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policiesWe 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
July 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 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 [redacted] is requesting a refund On June 28, 2016, we received receipt of the Revdex.com complaint Our records reflect on December 23, 2015, the customer self-booked a package reservation for [redacted] and [redacted] using Expedia.com Travel was on Lufthansa Airlines, departing on April 26, 2016, from Phoenix, Arizona to Florence, Italy; returning on May 5, 2016, from Florence, Italy to Phoenix, Arizona The package also includes a hotel stay at the Hotel Rosso 23, chedate April 27, 2016, check-out date May 5, The customer is stating, due to an airline schedule change, the flight was canceled The customer is stating, they were refunded for the flight; however, not for the hotel portion Upon further researching this matter, we can confirm on January 9, 2016, the airline sent an notification, due to an airline schedule change An automated email was sent to the customer We can confirm there were six more airline schedule changes, which occurred on January 15, 2016, January 16, 2016, January 26, 2016, February 14, 2016, April 25, 2016, and April 26, For each airlines schedule change an automated email was sent to the customer On April 25, 2016, the customer contacted Expedia advising, they received an email that the flight was canceled The customer requested to rebook the flight or refund the package in full Expedia contacted Lufthansa Airlines, however, they were closed Expedia contacted the hotel; however, we were advised to call back and speak with the hotel manager Expedia offered the customer to rebook the flight, due to the strike in Germany The customer did agree Expedia exchanged the flight at no charge to the customer The new flight was for: April 26, 2016, from Phoenix, Arizona to Florence, Italy; returning on May 5, 2016, from Florence, Italy to Phoenix, Arizona with Lufthansa Airlines In reviewing the customer’s account, on April 26, 2016, the airline canceled the flight, due to an airline strike in Germany The customer’s itinerary has a connection flight into Munich, Germany and in Frankfurt, Germany Expedia was able to verify Lufthansa Airlines canceled the flight and were not able to offer any other flights Expedia refunded the airline tickets in the amount of $2, Expedia did send an email on April 26, 2016, to the hotel, requesting the refund, due to the flight was canceled; however, the hotel did not authorize the refund On July 14, 2016, Expedia contacted the hotel, they advised, they will not authorize the refund We have reached out to our Market Manager, requesting they contact the hotel on the customer’s behalf and request the refund due to the airline strike Expedia strives to provide the highest level of customer service We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernHowever, 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 hope the customer understands Expedia must adhere to the hotel policy Expedia was not the merchant of record or the company that received the funds We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: A customer should not be treated the way I was treated any be allowed to get away with itI am asking again the the Revdex.com request the phone recordsThis will prove my argument they should not be Revdex.com acreditedThey treated me terrible and they do not want to release them because they know it proves thatThey wasted a lot of my time knowing they were not going to do anything to help meTerrible companyPriceline is much better Sincerely, [redacted] ***