August 5, 2016 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 a flight reservation. Upon receipt of the BBB submission, we have verified this issue was resolved on August 2, 2016. A refund in the amount of $923.24 was processed back to the customer’s original form of payment. The time it takes to post the refund to their account depends on how quickly the credit card company processes refunds. 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
September 13, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the onboard credit promotion not honored Our records show on June and June 8, 2016, Mr [redacted] self-booked two Expedia.com cruise reservationsOne with Holland America via booking number [redacted] departing on June 29, and the other with Celebrity Cruises via booking [redacted] , departing on July 13, We understand from Mr [redacted] ’s complaint, when the cruise reservations were booked, he qualified for an Expedia onboard credit promotion that would provide him with an onboard credit but was never givenMr [redacted] also stated after trying to resolve this matter with several customer service agents, no acceptable resolution was providedThe customer is requesting for the onboard credit promotion to be honored as advertised Upon researching the customer’s complaint, we can confirm on July 14, when Mr [redacted] brought this matter to our attention, a customer service supervisor advised her based on the promotion’s terms and conditions, a redemption form had to be submitted days prior to the departure dateWe can also confirm no redemption form was received within the necessary timeframe given Further research shows, via the actual booking path taken by Mr [redacted] , a link for the “Up to $Credit” promotion was provided so the terms and conditions could be reviewed by the customer, on the initial cruise details page as well as on the checkout pageAlso, a link showing in blue letters to access the redemption form needed was provided to the customer via the invoice email sent after the booking was completed Expedia.com makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provide selection details on several pages for the customer to reviewBased on the information provided above, we are unable to honor Mr [redacted] ’s request for compensation We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
January 3, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation date changeWe understand Ms [redacted] has been attempting to change a reservation date for a hotel bookingOn January 3, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on November 1, the customer accessed an Expedia Affiliate, Getaroom.com, and booked a reservation at The Sutton Place Hotel Revelstoke Mountain Resort, Revelstoke, British Colombia Ms [redacted] ’s complaint states she has been attempting to make a change to the dates of stay and had been unsuccessful in getting the dates adjusted In our conversation today with the customer, Ms [redacted] stated that she had just ended a call with Expedia She reports the change she needed had been taken care of, and no further assistance was necessary As the customer has been assisted to her satisfaction, we ask that the Revdex.com close the case 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
September 14, 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 customer We 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 a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service %
Complaint: [redacted] I am rejecting this response because I did cancel on the 20th online thru ExpediaI only contacted the hotel on 9/to inquire because they called and asked if I was still making my reservation that eveningThat's when I called and stated that I cancelled this hotel reservation and they stated that they received nothing from Expedia and that I need to contact ExpediaAlso Expedia didn't advocate for me with the hotel at allThe person that we spoke with though Expedia hardly knew what we were askingThey just kept repeating the same thing over and over agin, clearly reading from a script and not addressing my husbands concerns so how can you advocate for us to the hotel when you didn't understand him???! I was a loyal customer with Expedia used them for all my travel plans in the past but will never use them in the futureAlso have read previous complaints and I am not the only one that has had this issue before with ExpediaMany have experienced having cancelled reservations and they ended up not being cancelled and then having to pay for services that were not receivedSo it's not just my experienceThey really need to work on their customer service and their handling issues when they are in the wrong!!!! Will never use them againSincerely, [redacted]
October 25, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding a package refund requestOn July 12, 2017, [redacted] booked a package reservation over the phone with an agent, which included a flight for two passengers and a hotel room reservationThe total amount paid for the airline tickets was $The amount paid for the hotel for seven nights was $($per night)Thus the total payment for the hotel and flight package is $1489.32USDThe trip dates was made for October 10th to October 17th, [redacted] contacted Expedia by phone on October 10, upon arriving at the hotel [redacted] mentioned she believed she had booked an all-inclusive package, and also believed the room booked would include a private JacuzziThe Expedia agent immediately asked if [redacted] had checked her emailed itinerary which did not mention either all-inclusive nor Jacuzzi included in room [redacted] confirmed she had received the emailed Expedia itinerary but was unaware she only requested a standard room to be booked [redacted] never called to discuss the issue she had with her second itinerary which only included a car rental reservationHowever during the call [redacted] made on October 10th, 2017, we were made aware she did not have a form of payment that would be able to hold a deposit for the amount the car rental location required [redacted] is requesting a full refund of the amount $1489.32USDUpon researching the customer’s complaint, we can confirm that [redacted] booked a room onlyThe emailed itinerary also does not mention the room included a JacuzziThe reason the hotel was asking for a $a night charge was for an upgrade to a room with a Jacuzzi ($for seven nights) plus a deposit for an additional $300.00USDThis charge and the deposit did not include a charge the hotel would make for all-inclusive package for each of the two guestsThe hotel also did not approve a refund for the reservation of any amount [redacted] was advised she could pay for an upgrade upfront and if we determined this to be an error made by Expedia we would refundSince this is not the case, we cannot refund any amount for the hotel, car rental, or for the flightsDue to the calls that we were able to capture we can confirm the calls were not being disconnected by ExpediaOn several calls our agents kept calling out for [redacted] It is possible [redacted] hung up or had a bad connection as she was calling from another countryAs you may know Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotelsWe are unable to change rules imposed by the hotel or provide credit for the lost value of the roomExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience [redacted] has encountered in resolving this matterBased on the information provided above, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
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 under the condition that I receive the refund they've now said they've issued, in the amount of $83.67, back to my credit cardI was told on June to send in the documents proving I had to pay twice and did so accordingly on June 15th so this issue has taken far more time than just the days they mentioned in their most recent responseI do, however, apologize for how illegible my previous response was as I wrote it on my smartphone and was pretty upset that a multi-million dollar company tried to tell me they weren't able to open up PDF and Word DocumentsAll that being said, as mentioned above, should the refund actually be processed back to my card, in the amount of $83.67, then, and only then, I accept the response from ExpediaShould this refund not be processed then I will follow up accordingly taking the measures necessary to ensure that it does!Sincerely, [redacted]
November 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: therefund was for my being overcharged for the plane ticket change feeI want to be reimbursed for the entire cost because I had to spend hours on the phone thank youSincerely, [redacted]
July 5, 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 Mrs [redacted] We regret to hear that she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mrs [redacted] (Revdex.com ID number [redacted] ) regarding an activity reservationAs the itinerary had the correct maps and location attached and as Expedia paid the vendor for the reservation, Expedia is unable to process a refundIn addition, at the time of booking on the Expedia website, the customer agreed to our Terms of Use, which expressly provide as follows: • The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authorityHowever, Expedia has provided the customer’s account with a $Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letterAll terms and conditions applyWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:Your explanation is redundantAs I have mentioned before, it is completely illogical for such a significant price change in a matter of seconds while in the process of booking AGAIN, If I had known that the price would change in the time that it took the representative to repeat the booking information, I would have asked her to not repeat the information and just click on acceptI have been traveling for many years and have never encountered such an issueI have used travel agents who consistently provide me with the best price availabile and have even honored a price match from other agents or Internet pricingI completely understand that pricing can change, and have repeatedly stated that as I am a frequent travelerPrior to quoting a price and gathering credit card information from a customer, Expedia should tell customers that the price can change after a price has been agreed upon for and credit card information has been provided, so as you avoid future occurrencesFurthermore, your customer service is extremely lackingNo customer should be placed on hold for several hours, only to have their call droppedIt is apparent that Expedia has no interest in customer satisfactionAs I have previously told one of your employees who provided me with yet another unreasonable excuse, I have no interest in doing business with your deceitful and poorly managed complanyI will continue to share my experience with others so that they can avoid disappointmentSincerely, [redacted]
November 1, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the guarantee or warranty issues Our records show on September 23, 2016, Ms [redacted] self-booked a hotel reservation via booking number [redacted] in the amount of $We understand from Ms***’s complaint, the reservation was not honored by the hotel and is requesting compensation Upon researching the customer’s complaint, we can confirm that on September 26, 2017, when Ms [redacted] brought this matter to our attention, Expedia advocated on her behalf by contacting the hotelTravelodge Bradley Airport advised Expedia due to an overbooking error on their end, a full refund was approved and processed We can also confirm that due to the vendor error with the hotel reservation booked on our website, Expedia placed a $travel coupon on Ms***’s account to be used for future travel and is valid until October 31, Expedia.com acts only as a third party intermediary for hotels and must abide by the terms and conditions set up by each vendorExpedia does not own any hotel property and does not have control over a their availabilityBased on the information provided above we are unable to honor Ms***’s request for further compensation We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] 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 meI really appreciate the Revdex.com's efforts and time in resolving this issue.thanks and all the best.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. Although, no one never called me back until I made the complaint. thanksSincerely, [redacted]
September 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you again for forwarding the Revdex.com Consumer Rebuttal from Mr [redacted] We regret to hear he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding the closing of his account Our records reflect itinerary [redacted] has been refunded but has not been cancelledAs the dates of service for the hotel stay are from September 18, 2015, to September 19, 2015, Expedia will disable the account in question on September 20, 2015, which is when the system will allow the cancellation In addition, Expedia apologizes for any miscommunications that may have occurred regarding the Best Price Guarantee requestExpedia strives to provide the highest level of customer service, and we regret we were unable to resolve the issue immediately, and the service the customer received was less than satisfactoryWe have provided Mr [redacted] comments to our management team in an effort to improve overall customer experience, processes, and additional agent training with respect to proper call management and system procedures 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, Lisa S [redacted] Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please let me know the results of your investigation If you need additional information, please me know so I may forward it to you.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have purchased product via Expedia and I have not received itI did not cancel anything if Expedia referring to "cancelation" policiWhere is the rest of my money that I payed for the product that I have not received? Thank you.Sincerely, [redacted]
October 9, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: 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 attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions fromyou.Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the onboard credit promotion request Our records show on March 31, 2015, Ms [redacted] self-booked two Expedia.com cruise reservations via booking numbers [redacted] and [redacted] , sailing with Disney Cruise line on December 31, We understand from Ms [redacted] complaint, at the time she made the deposit payments for each reservation, a MasterCard was used due to an onboard credit promotion she qualified forThe customer also stated when final payment was made a different type of credit card was used by mistake and she was informedby a cruise service agent, payment type could be changed to still qualify for the promotionMs [redacted] is requesting to be provided the onboard credit since after several attempts to resolve this issue, no credit has been givenUpon researching the customer’s complaint, we can confirm Ms [redacted] brought this matter to our attention on September 26, As per the terms and condition of the promotion agreed upon by the customer, all payments must be made with a MasterCard in order to qualify for the onboard credit.Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendorWhen a cruise reservation is made, the payment goes directly to the cruise line therefore the card used cannot be changed or switched.As a one-time courtesy, we have placed a $onboard credit on each of Ms [redacted] bookingsThe onboard credits will be available in each of the bookings onboard account at the time of boardingAlso, an invoice email was sent to Ms [redacted] confirming the addition of the onboard credits.Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs credit has been given to the customer and the issue has been resolved to Ms [redacted] desired outcome, Expedia considers this matter closed.We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Angel A [redacted] Tier Customer Service
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the BBB 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] (BBB case number [redacted] ) regarding a flight. We understand [redacted] is requesting Expedia to change the flight. Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that [redacted] provide us with the itinerary number. The requested information will enable us to appropriately address [redacted] concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Delia K [redacted] Tier 3 Customer Service
Complaint: [redacted] I am rejecting this response because: As previously advised, on November 28, 2016, the customer was not charged for any reservation. If the customer is showing a confirmed charged on their billing statement, Expedia request that the customer provide a letter head from the credit card company or bank. The customer can send the information via the BBB link. If there are no confirmed charges on the customer’s account, Expedia request that the BBB advises the customer, we consider this issue as closed and will no longer address this issue any further. My issue is that the rep from Expedia, Delia K***, keeps misunderstanding the point I have been trying to make. I never claimed there were any posted charges to any of the paym [redacted] methods that were attempting to be used for the purchase of these airlines tickets. What I have been stating from the beginning has been that due to these website issues that were going on in the final purchasing process, their paym [redacted] processor kept making authorizations on the credit cards in question, examples of which have been provided in PDF form. This caused my card to have unavailable funds due to these repeated authorizations, as well as having the same situation occur for my mother-in-law, whose credit card(s) I was trying to use to book these reservations. One card, the Discover card ending in ***, had so many authorized posted to it that it used up all available credit and made it unusable for multiple days until all of these authorizations fell off the cards in question. This caused a bit of an inconvenience for my mother-in-law, as that card is her primary credit card. Ms K [redacted] statements about $1 authorizations are also incorrect, as I never had seen any authorizations for that amount at any time. Again, I've never claimed that there were posted charges that need to be credited. The issue is that Ms K [redacted] is being obtuse about these authorizations that caused an inconvenience across multiple credit cards due to their website system and credit card processing system having such issues. I had requested an apology for the issue and some assurance that the issue would not re-occur, though since Ms K [redacted] cannot understand the point I was trying to make, I do not expect to get what I'm asking for, which would the claim closed and unresolved. If they do respond with an apology and an assurance that the issue would not re-occur again, then I would consider the complaint closed and resolved. ---- [redacted] (cell) Sincerely, [redacted]
August 5, 2016 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 a flight reservation. Upon receipt of the BBB submission, we have verified this issue was resolved on August 2, 2016. A refund in the amount of $923.24 was processed back to the customer’s original form of payment. The time it takes to post the refund to their account depends on how quickly the credit card company processes refunds. 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
September 13, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the onboard credit promotion not honored Our records show on June and June 8, 2016, Mr [redacted] self-booked two Expedia.com cruise reservationsOne with Holland America via booking number [redacted] departing on June 29, and the other with Celebrity Cruises via booking [redacted] , departing on July 13, We understand from Mr [redacted] ’s complaint, when the cruise reservations were booked, he qualified for an Expedia onboard credit promotion that would provide him with an onboard credit but was never givenMr [redacted] also stated after trying to resolve this matter with several customer service agents, no acceptable resolution was providedThe customer is requesting for the onboard credit promotion to be honored as advertised Upon researching the customer’s complaint, we can confirm on July 14, when Mr [redacted] brought this matter to our attention, a customer service supervisor advised her based on the promotion’s terms and conditions, a redemption form had to be submitted days prior to the departure dateWe can also confirm no redemption form was received within the necessary timeframe given Further research shows, via the actual booking path taken by Mr [redacted] , a link for the “Up to $Credit” promotion was provided so the terms and conditions could be reviewed by the customer, on the initial cruise details page as well as on the checkout pageAlso, a link showing in blue letters to access the redemption form needed was provided to the customer via the invoice email sent after the booking was completed Expedia.com makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provide selection details on several pages for the customer to reviewBased on the information provided above, we are unable to honor Mr [redacted] ’s request for compensation We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
January 3, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation date changeWe understand Ms [redacted] has been attempting to change a reservation date for a hotel bookingOn January 3, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on November 1, the customer accessed an Expedia Affiliate, Getaroom.com, and booked a reservation at The Sutton Place Hotel Revelstoke Mountain Resort, Revelstoke, British Colombia Ms [redacted] ’s complaint states she has been attempting to make a change to the dates of stay and had been unsuccessful in getting the dates adjusted In our conversation today with the customer, Ms [redacted] stated that she had just ended a call with Expedia She reports the change she needed had been taken care of, and no further assistance was necessary As the customer has been assisted to her satisfaction, we ask that the Revdex.com close the case 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
September 14, 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 customer We 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 a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service %
Complaint: [redacted] I am rejecting this response because I did cancel on the 20th online thru ExpediaI only contacted the hotel on 9/to inquire because they called and asked if I was still making my reservation that eveningThat's when I called and stated that I cancelled this hotel reservation and they stated that they received nothing from Expedia and that I need to contact ExpediaAlso Expedia didn't advocate for me with the hotel at allThe person that we spoke with though Expedia hardly knew what we were askingThey just kept repeating the same thing over and over agin, clearly reading from a script and not addressing my husbands concerns so how can you advocate for us to the hotel when you didn't understand him???! I was a loyal customer with Expedia used them for all my travel plans in the past but will never use them in the futureAlso have read previous complaints and I am not the only one that has had this issue before with ExpediaMany have experienced having cancelled reservations and they ended up not being cancelled and then having to pay for services that were not receivedSo it's not just my experienceThey really need to work on their customer service and their handling issues when they are in the wrong!!!! Will never use them againSincerely, [redacted]
October 25, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding a package refund requestOn July 12, 2017, [redacted] booked a package reservation over the phone with an agent, which included a flight for two passengers and a hotel room reservationThe total amount paid for the airline tickets was $The amount paid for the hotel for seven nights was $($per night)Thus the total payment for the hotel and flight package is $1489.32USDThe trip dates was made for October 10th to October 17th, [redacted] contacted Expedia by phone on October 10, upon arriving at the hotel [redacted] mentioned she believed she had booked an all-inclusive package, and also believed the room booked would include a private JacuzziThe Expedia agent immediately asked if [redacted] had checked her emailed itinerary which did not mention either all-inclusive nor Jacuzzi included in room [redacted] confirmed she had received the emailed Expedia itinerary but was unaware she only requested a standard room to be booked [redacted] never called to discuss the issue she had with her second itinerary which only included a car rental reservationHowever during the call [redacted] made on October 10th, 2017, we were made aware she did not have a form of payment that would be able to hold a deposit for the amount the car rental location required [redacted] is requesting a full refund of the amount $1489.32USDUpon researching the customer’s complaint, we can confirm that [redacted] booked a room onlyThe emailed itinerary also does not mention the room included a JacuzziThe reason the hotel was asking for a $a night charge was for an upgrade to a room with a Jacuzzi ($for seven nights) plus a deposit for an additional $300.00USDThis charge and the deposit did not include a charge the hotel would make for all-inclusive package for each of the two guestsThe hotel also did not approve a refund for the reservation of any amount [redacted] was advised she could pay for an upgrade upfront and if we determined this to be an error made by Expedia we would refundSince this is not the case, we cannot refund any amount for the hotel, car rental, or for the flightsDue to the calls that we were able to capture we can confirm the calls were not being disconnected by ExpediaOn several calls our agents kept calling out for [redacted] It is possible [redacted] hung up or had a bad connection as she was calling from another countryAs you may know Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotelsWe are unable to change rules imposed by the hotel or provide credit for the lost value of the roomExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience [redacted] has encountered in resolving this matterBased on the information provided above, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
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 under the condition that I receive the refund they've now said they've issued, in the amount of $83.67, back to my credit cardI was told on June to send in the documents proving I had to pay twice and did so accordingly on June 15th so this issue has taken far more time than just the days they mentioned in their most recent responseI do, however, apologize for how illegible my previous response was as I wrote it on my smartphone and was pretty upset that a multi-million dollar company tried to tell me they weren't able to open up PDF and Word DocumentsAll that being said, as mentioned above, should the refund actually be processed back to my card, in the amount of $83.67, then, and only then, I accept the response from ExpediaShould this refund not be processed then I will follow up accordingly taking the measures necessary to ensure that it does!Sincerely, [redacted]
November 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: therefund was for my being overcharged for the plane ticket change feeI want to be reimbursed for the entire cost because I had to spend hours on the phone thank youSincerely, [redacted]
July 5, 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 Mrs [redacted] We regret to hear that she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mrs [redacted] (Revdex.com ID number [redacted] ) regarding an activity reservationAs the itinerary had the correct maps and location attached and as Expedia paid the vendor for the reservation, Expedia is unable to process a refundIn addition, at the time of booking on the Expedia website, the customer agreed to our Terms of Use, which expressly provide as follows: • The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authorityHowever, Expedia has provided the customer’s account with a $Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letterAll terms and conditions applyWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:Your explanation is redundantAs I have mentioned before, it is completely illogical for such a significant price change in a matter of seconds while in the process of booking AGAIN, If I had known that the price would change in the time that it took the representative to repeat the booking information, I would have asked her to not repeat the information and just click on acceptI have been traveling for many years and have never encountered such an issueI have used travel agents who consistently provide me with the best price availabile and have even honored a price match from other agents or Internet pricingI completely understand that pricing can change, and have repeatedly stated that as I am a frequent travelerPrior to quoting a price and gathering credit card information from a customer, Expedia should tell customers that the price can change after a price has been agreed upon for and credit card information has been provided, so as you avoid future occurrencesFurthermore, your customer service is extremely lackingNo customer should be placed on hold for several hours, only to have their call droppedIt is apparent that Expedia has no interest in customer satisfactionAs I have previously told one of your employees who provided me with yet another unreasonable excuse, I have no interest in doing business with your deceitful and poorly managed complanyI will continue to share my experience with others so that they can avoid disappointmentSincerely, [redacted]
November 1, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the guarantee or warranty issues Our records show on September 23, 2016, Ms [redacted] self-booked a hotel reservation via booking number [redacted] in the amount of $We understand from Ms***’s complaint, the reservation was not honored by the hotel and is requesting compensation Upon researching the customer’s complaint, we can confirm that on September 26, 2017, when Ms [redacted] brought this matter to our attention, Expedia advocated on her behalf by contacting the hotelTravelodge Bradley Airport advised Expedia due to an overbooking error on their end, a full refund was approved and processed We can also confirm that due to the vendor error with the hotel reservation booked on our website, Expedia placed a $travel coupon on Ms***’s account to be used for future travel and is valid until October 31, Expedia.com acts only as a third party intermediary for hotels and must abide by the terms and conditions set up by each vendorExpedia does not own any hotel property and does not have control over a their availabilityBased on the information provided above we are unable to honor Ms***’s request for further compensation We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] 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 meI really appreciate the Revdex.com's efforts and time in resolving this issue.thanks and all the best.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. Although, no one never called me back until I made the complaint. thanksSincerely, [redacted]
September 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you again for forwarding the Revdex.com Consumer Rebuttal from Mr [redacted] We regret to hear he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding the closing of his account Our records reflect itinerary [redacted] has been refunded but has not been cancelledAs the dates of service for the hotel stay are from September 18, 2015, to September 19, 2015, Expedia will disable the account in question on September 20, 2015, which is when the system will allow the cancellation In addition, Expedia apologizes for any miscommunications that may have occurred regarding the Best Price Guarantee requestExpedia strives to provide the highest level of customer service, and we regret we were unable to resolve the issue immediately, and the service the customer received was less than satisfactoryWe have provided Mr [redacted] comments to our management team in an effort to improve overall customer experience, processes, and additional agent training with respect to proper call management and system procedures 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, Lisa S [redacted] Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please let me know the results of your investigation If you need additional information, please me know so I may forward it to you.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have purchased product via Expedia and I have not received itI did not cancel anything if Expedia referring to "cancelation" policiWhere is the rest of my money that I payed for the product that I have not received? Thank you.Sincerely, [redacted]
October 9, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: 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 attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions fromyou.Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the onboard credit promotion request Our records show on March 31, 2015, Ms [redacted] self-booked two Expedia.com cruise reservations via booking numbers [redacted] and [redacted] , sailing with Disney Cruise line on December 31, We understand from Ms [redacted] complaint, at the time she made the deposit payments for each reservation, a MasterCard was used due to an onboard credit promotion she qualified forThe customer also stated when final payment was made a different type of credit card was used by mistake and she was informedby a cruise service agent, payment type could be changed to still qualify for the promotionMs [redacted] is requesting to be provided the onboard credit since after several attempts to resolve this issue, no credit has been givenUpon researching the customer’s complaint, we can confirm Ms [redacted] brought this matter to our attention on September 26, As per the terms and condition of the promotion agreed upon by the customer, all payments must be made with a MasterCard in order to qualify for the onboard credit.Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendorWhen a cruise reservation is made, the payment goes directly to the cruise line therefore the card used cannot be changed or switched.As a one-time courtesy, we have placed a $onboard credit on each of Ms [redacted] bookingsThe onboard credits will be available in each of the bookings onboard account at the time of boardingAlso, an invoice email was sent to Ms [redacted] confirming the addition of the onboard credits.Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs credit has been given to the customer and the issue has been resolved to Ms [redacted] desired outcome, Expedia considers this matter closed.We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Angel A [redacted] Tier Customer Service
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the BBB 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] (BBB case number [redacted] ) regarding a flight. We understand [redacted] is requesting Expedia to change the flight. Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that [redacted] provide us with the itinerary number. The requested information will enable us to appropriately address [redacted] concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Delia K [redacted] Tier 3 Customer Service
Complaint: [redacted] I am rejecting this response because: As previously advised, on November 28, 2016, the customer was not charged for any reservation. If the customer is showing a confirmed charged on their billing statement, Expedia request that the customer provide a letter head from the credit card company or bank. The customer can send the information via the BBB link. If there are no confirmed charges on the customer’s account, Expedia request that the BBB advises the customer, we consider this issue as closed and will no longer address this issue any further. My issue is that the rep from Expedia, Delia K***, keeps misunderstanding the point I have been trying to make. I never claimed there were any posted charges to any of the paym [redacted] methods that were attempting to be used for the purchase of these airlines tickets. What I have been stating from the beginning has been that due to these website issues that were going on in the final purchasing process, their paym [redacted] processor kept making authorizations on the credit cards in question, examples of which have been provided in PDF form. This caused my card to have unavailable funds due to these repeated authorizations, as well as having the same situation occur for my mother-in-law, whose credit card(s) I was trying to use to book these reservations. One card, the Discover card ending in ***, had so many authorized posted to it that it used up all available credit and made it unusable for multiple days until all of these authorizations fell off the cards in question. This caused a bit of an inconvenience for my mother-in-law, as that card is her primary credit card. Ms K [redacted] statements about $1 authorizations are also incorrect, as I never had seen any authorizations for that amount at any time. Again, I've never claimed that there were posted charges that need to be credited. The issue is that Ms K [redacted] is being obtuse about these authorizations that caused an inconvenience across multiple credit cards due to their website system and credit card processing system having such issues. I had requested an apology for the issue and some assurance that the issue would not re-occur, though since Ms K [redacted] cannot understand the point I was trying to make, I do not expect to get what I'm asking for, which would the claim closed and unresolved. If they do respond with an apology and an assurance that the issue would not re-occur again, then I would consider the complaint closed and resolved. ---- [redacted] (cell) Sincerely, [redacted]