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 appreciate the assistance, and Expedia finally addressing the issue.Sincerely, [redacted]
September 2, 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 %
May 17, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mrs [redacted] (Revdex.com ID number [redacted] ) regarding a refundOur records indicate on May 9, 2017, the customer self-booked a Basic Economy flight reservation using the Expedia.com websiteTravel was with United AirlinesWe understand from the complaint, the customer is requesting a refundAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedUnited Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaIn addition, Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenThe customer contacted Expedia on May 1, 2017, requesting to cancel the reservationThe assisting representative advised the customer of the airline’s terms and conditions which the customer agreed to at the time of bookingAs the flight booked was a Basic Economy flight, changes or refunds are not permittedAs we must abide by the terms and conditions agreed to at the time of booking, and as the merchant of record was United Airlines, Expedia is unable to offer a refundWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
February 27, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] DwyerWe regret to hear Mr [redacted] did not accept our response and/or resolution offered After further review of Mr [redacted] complaint, we can confirm that on January 27, 2018, Expedia ‘s customer service received an email requesting for his hotel reservation not to be cancelled, however, he stated that he booked a smoking room and was advised by the hotel that their hotel is non-smoking Mr [redacted] inquired as to why Expedia included smoking rooms as an optionExpedia’s customer service department responded on January 28, 2018, advising him that this matter will be investigatedRegrettably, Expedia did not hear from the hotel until February 17, 2018, at which time, our representative was advised that Mr [redacted] utilized his reservation, and would not approve a refund Expedia has made the proper teams aware of the misinformation to be updated on the site and that due to the reservation being utilized in full, no refund will be permittedHowever, as a gesture of good faith, Expedia has applied a $travel coupon to Mr [redacted] accountThe travel coupon is valid for one year from the date of this response, toward any Expedia special rate hotel or vacation package Again, 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, LaToya J [redacted] Corporate Customer Service
RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] . While I'm of course disappointed by Expedia's decision, I don't feel that continuing to pursue this will result in anything other than frustration on my part and continued delays by Expedia. It appears they will find any excuse to deny these claims - even in their rebuttal they said that after I resubmitted the documents they would be contacting me the next day, when again I had to contact them three days later to get any sort of response, and their denial reason at that time was that [redacted] was not a site they would guarantee from because it was a "consolidator site". Now they say the reason it was denied was due to the room types not being exactly identical and that the cancellation policy was not shown on my screen shots - I'm pretty sure if I submitted this a third time I'd get yet another completely different reason why it wasn't a valid claim. At this point I just want to enjoy my upcoming vacation and forget that I ever booked this with Expedia!Again, I'm terribly disappointed in Expedia's obvious lack of customer service here, and while I have been a loyal Silver+ member for many years I will have to give serious consideration to ever booking with them again.Sincerely, [redacted]
June 6, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
June 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a refundUpon receipt of the Revdex.com submission, we have verified this issue was resolved on June 13, Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refundsWe apologize for any inconvenience that may have occurredWe 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
December 2, 2015Revdex.comExpedia.com – Dallas and Northeast TexasComplaint DepartmentRe: 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 attentionExpedia.com 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 customer service issues Upon researching the customer’s complaint, we were unable to find any itinerary under the email address provided by Mr [redacted] .Further research shows, no other reservation could be found related to the information stated in the complaint, please provide the full itinerary number and or other email address used to book the reservation for further research.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 ServiceTell us why here
February 16, Revdex.com Alaska, Oregon & Western [redacted] 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 Mr [redacted] is requesting a refund On February 10, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Our records reflect on November 3, 2015, the customer self-booked a flight reservation for [redacted] , using Expedia.comTravel was on Egypt Air/Lufthansa, departing on November 23, 2015, from Moscow, Russia to Johannesburg, South Africa; returning on November 23, 2015, from Johannesburg, South Africa to Moscow, Russia with an arrival date of November 24, The customer is stating that he was promised a refund, as the flights were canceled by the airline 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 providersEgypt Air was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to your flights Airlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues On November 18, 2015, Expedia received notification from Egypt Air regarding an airline schedule change that impacted the return flights on November 23, Our agent contacted the airline, to confirm alternative flight options, and was advised there were no other flights availableEgypt Air gave Expedia approval to process refund An email was automatically generated to the customer regarding this notification We can confirm Mr [redacted] contacted us on November 22, 2015, requesting the status of the refundOur representative contacted Egypt Air, however the airline was closed, and the agent advised the customer Expedia would need to contact the airline once they were openMr [redacted] has contacted us several time regarding the refund status, however, we have not been able to get a confirmation from Egypt Air On February 11, 2016, Expedia advocated on the customer’s behalf and contacted Egypt Air to request the refund The airline has advised they exchanged the tickets at the airport for the return flights for travel on November 24, 2015, however [redacted] did not use the ticket The airline marked the customer as no show Expedia no longer has access to view the flight record, as it was exchange by the airlineEgypt Air has advised us that the customer must contact the airline directly, to request a refund for ticket number [redacted] , as the ticket was exchanged after the refund request was submittedWe regret any inconvenience the customer encountered regarding this matter; however, Expedia is unable to provide any compensation regarding this airline schedule change We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
October 22, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response and/or resolution offered We have further researched Mr [redacted] complaint (Revdex.com case number [redacted] ) regarding a flight refund request, and after giving the matter our full consideration, we stand by our previous decision and are unable to accede to Mr [redacted] request of a refund Our records show that on September 14, the customer spoke to an Expedia agent who noted that the customer was provided with a recap of the fare rules, which were available in his initial booking information, stating : · Refunds and any ticket changes, including same-day changes, are not permitted · Tickets are non-refundable hours after booking and non-transferableName changes are not allowed As previously stated, Expedia does not set the fare rules or terms of any travel product purchased through the independent merchants who use our website, and we must enforce the terms they set for their products, We apologize to the customer for the inconvenience this situation has causedThank you for allowing us to address this matter further If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier – Customer Service Expedia, Inc
June 11, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the RevDex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records show that on June 10, 2014, the customer self-booked a package reservation for two people using Expedia’s website, itinerary [redacted] The package included flights and hotel accommodationsThe flight portion of the booking was with [redacted] from Cedar Rapids, IA to St Croix, Virgin Islands, departing on April 11, 2015, and returning on April 16, We understand Ms [redacted] is requesting a refund in the amount of $1194.00, incurred for phone roaming charges when contacting Expedia for assistance in relation to the airline initiated schedule changes affecting her itinerary We have verified several schedule changes affected the itinerary between the booking date and the scheduled departureOur records show that on August 19, 2014, [redacted] reissued the customer’s tickets directly in their system, taking control over the recordOn April 11, 2015, after the itinerary was affected by another airline initiated schedule change, Expedia communicated with the airline and was advised the tickets were once again reissuedWhen an airline takes control over a ticket Expedia is no longer able to view the tickets issued by the airline or make any type of modifications to the record without the direct assistance of that airline 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 operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this flight itineraryExpedia has no control over when, or how often, airline initiated schedule changes occur, and must adhere to the policies dictated by the airlines Only the airline can make changes to flightsThese changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues We strive to provide the highest level of customer service, and we’re sorry that Ms [redacted] recent experience did not live up to that expectationWe regret to hear of the long hold time she experienced when contacting our customer service department and that Expedia’s representatives were unable to contact her back when her calls were disconnectedOur agents assist with calls in the order they are received and they do their best to minimize hold time, however we have no control of the call volume at any given time While we regret Ms [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, due to the schedule changes causing her calls not being initiated or processed by Expedia, we are unable to provide a refund or compensation regarding this matter 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, [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 a full refund. Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that [redacted] provide us with an email address used to book the reservation and 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
I am fine with Expedia receiving a five day extension to do further needed investigation of this complaint and enabling there to be a resolution to this issue My only wish is to be given the opportunity to pay more money to upgrade my room at the hotel during my stay there in December Again, same hotel, same dates that have been booked - just a better room (as indicated in my original complaint) Simply, Expedia should not be marketing a product/service that in no way can be up-gradable with the payment of more money: it does not much sense at all If Expedia if unable to accommodate this request, I respectfully ask that the money I have already paid for this hotel reservation be refunded to me Thank you
Complaint: [redacted] In my initial complaint I attached a document that included the itinerary number; the itinerary from Expedia is # [redacted] The email related to my account is [redacted] I am attaching the document I attached before as well as a copy of the Expedia Itinerary Let me know if you need further information Thanks,Sincerely, [redacted] ***
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely,
RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted] ***
RevDex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear RevDex.com, Thank you for taking the time to contact Expedia, Inc. 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, Inc. 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 their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the BBB as further research is needed for this case. We will submit our final reply via the BBB's website. Again, 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, Tier 3 Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered As previously advised, on November 28, 2016, the customer was not charged for any reservations Expedia has no control over the timeframe for the pending authorization to show as released on the customer’s credit card or bank account Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [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 meI appreciate the assistance, and Expedia finally addressing the issue.Sincerely, [redacted]
Expedia agreed to refund me,so I don't need to argue with them again,please close the case # [redacted]
September 2, 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 %
May 17, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mrs [redacted] (Revdex.com ID number [redacted] ) regarding a refundOur records indicate on May 9, 2017, the customer self-booked a Basic Economy flight reservation using the Expedia.com websiteTravel was with United AirlinesWe understand from the complaint, the customer is requesting a refundAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedUnited Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaIn addition, Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenThe customer contacted Expedia on May 1, 2017, requesting to cancel the reservationThe assisting representative advised the customer of the airline’s terms and conditions which the customer agreed to at the time of bookingAs the flight booked was a Basic Economy flight, changes or refunds are not permittedAs we must abide by the terms and conditions agreed to at the time of booking, and as the merchant of record was United Airlines, Expedia is unable to offer a refundWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
February 27, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] DwyerWe regret to hear Mr [redacted] did not accept our response and/or resolution offered After further review of Mr [redacted] complaint, we can confirm that on January 27, 2018, Expedia ‘s customer service received an email requesting for his hotel reservation not to be cancelled, however, he stated that he booked a smoking room and was advised by the hotel that their hotel is non-smoking Mr [redacted] inquired as to why Expedia included smoking rooms as an optionExpedia’s customer service department responded on January 28, 2018, advising him that this matter will be investigatedRegrettably, Expedia did not hear from the hotel until February 17, 2018, at which time, our representative was advised that Mr [redacted] utilized his reservation, and would not approve a refund Expedia has made the proper teams aware of the misinformation to be updated on the site and that due to the reservation being utilized in full, no refund will be permittedHowever, as a gesture of good faith, Expedia has applied a $travel coupon to Mr [redacted] accountThe travel coupon is valid for one year from the date of this response, toward any Expedia special rate hotel or vacation package Again, 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, LaToya J [redacted] Corporate Customer Service
RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] . While I'm of course disappointed by Expedia's decision, I don't feel that continuing to pursue this will result in anything other than frustration on my part and continued delays by Expedia. It appears they will find any excuse to deny these claims - even in their rebuttal they said that after I resubmitted the documents they would be contacting me the next day, when again I had to contact them three days later to get any sort of response, and their denial reason at that time was that [redacted] was not a site they would guarantee from because it was a "consolidator site". Now they say the reason it was denied was due to the room types not being exactly identical and that the cancellation policy was not shown on my screen shots - I'm pretty sure if I submitted this a third time I'd get yet another completely different reason why it wasn't a valid claim. At this point I just want to enjoy my upcoming vacation and forget that I ever booked this with Expedia!Again, I'm terribly disappointed in Expedia's obvious lack of customer service here, and while I have been a loyal Silver+ member for many years I will have to give serious consideration to ever booking with them again.Sincerely, [redacted]
June 6, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
June 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a refundUpon receipt of the Revdex.com submission, we have verified this issue was resolved on June 13, Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refundsWe apologize for any inconvenience that may have occurredWe 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
December 2, 2015Revdex.comExpedia.com – Dallas and Northeast TexasComplaint DepartmentRe: 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 attentionExpedia.com 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 customer service issues Upon researching the customer’s complaint, we were unable to find any itinerary under the email address provided by Mr [redacted] .Further research shows, no other reservation could be found related to the information stated in the complaint, please provide the full itinerary number and or other email address used to book the reservation for further research.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 ServiceTell us why here
February 16, Revdex.com Alaska, Oregon & Western [redacted] 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 Mr [redacted] is requesting a refund On February 10, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Our records reflect on November 3, 2015, the customer self-booked a flight reservation for [redacted] , using Expedia.comTravel was on Egypt Air/Lufthansa, departing on November 23, 2015, from Moscow, Russia to Johannesburg, South Africa; returning on November 23, 2015, from Johannesburg, South Africa to Moscow, Russia with an arrival date of November 24, The customer is stating that he was promised a refund, as the flights were canceled by the airline 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 providersEgypt Air was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to your flights Airlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues On November 18, 2015, Expedia received notification from Egypt Air regarding an airline schedule change that impacted the return flights on November 23, Our agent contacted the airline, to confirm alternative flight options, and was advised there were no other flights availableEgypt Air gave Expedia approval to process refund An email was automatically generated to the customer regarding this notification We can confirm Mr [redacted] contacted us on November 22, 2015, requesting the status of the refundOur representative contacted Egypt Air, however the airline was closed, and the agent advised the customer Expedia would need to contact the airline once they were openMr [redacted] has contacted us several time regarding the refund status, however, we have not been able to get a confirmation from Egypt Air On February 11, 2016, Expedia advocated on the customer’s behalf and contacted Egypt Air to request the refund The airline has advised they exchanged the tickets at the airport for the return flights for travel on November 24, 2015, however [redacted] did not use the ticket The airline marked the customer as no show Expedia no longer has access to view the flight record, as it was exchange by the airlineEgypt Air has advised us that the customer must contact the airline directly, to request a refund for ticket number [redacted] , as the ticket was exchanged after the refund request was submittedWe regret any inconvenience the customer encountered regarding this matter; however, Expedia is unable to provide any compensation regarding this airline schedule change We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
October 22, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response and/or resolution offered We have further researched Mr [redacted] complaint (Revdex.com case number [redacted] ) regarding a flight refund request, and after giving the matter our full consideration, we stand by our previous decision and are unable to accede to Mr [redacted] request of a refund Our records show that on September 14, the customer spoke to an Expedia agent who noted that the customer was provided with a recap of the fare rules, which were available in his initial booking information, stating : · Refunds and any ticket changes, including same-day changes, are not permitted · Tickets are non-refundable hours after booking and non-transferableName changes are not allowed As previously stated, Expedia does not set the fare rules or terms of any travel product purchased through the independent merchants who use our website, and we must enforce the terms they set for their products, We apologize to the customer for the inconvenience this situation has causedThank you for allowing us to address this matter further If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier – Customer Service Expedia, Inc
June 11, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the RevDex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records show that on June 10, 2014, the customer self-booked a package reservation for two people using Expedia’s website, itinerary [redacted] The package included flights and hotel accommodationsThe flight portion of the booking was with [redacted] from Cedar Rapids, IA to St Croix, Virgin Islands, departing on April 11, 2015, and returning on April 16, We understand Ms [redacted] is requesting a refund in the amount of $1194.00, incurred for phone roaming charges when contacting Expedia for assistance in relation to the airline initiated schedule changes affecting her itinerary We have verified several schedule changes affected the itinerary between the booking date and the scheduled departureOur records show that on August 19, 2014, [redacted] reissued the customer’s tickets directly in their system, taking control over the recordOn April 11, 2015, after the itinerary was affected by another airline initiated schedule change, Expedia communicated with the airline and was advised the tickets were once again reissuedWhen an airline takes control over a ticket Expedia is no longer able to view the tickets issued by the airline or make any type of modifications to the record without the direct assistance of that airline 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 operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this flight itineraryExpedia has no control over when, or how often, airline initiated schedule changes occur, and must adhere to the policies dictated by the airlines Only the airline can make changes to flightsThese changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues We strive to provide the highest level of customer service, and we’re sorry that Ms [redacted] recent experience did not live up to that expectationWe regret to hear of the long hold time she experienced when contacting our customer service department and that Expedia’s representatives were unable to contact her back when her calls were disconnectedOur agents assist with calls in the order they are received and they do their best to minimize hold time, however we have no control of the call volume at any given time While we regret Ms [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, due to the schedule changes causing her calls not being initiated or processed by Expedia, we are unable to provide a refund or compensation regarding this matter 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, [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 a full refund. Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that [redacted] provide us with an email address used to book the reservation and 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: never received a call or a voice mail Sincerely, [redacted]
I am fine with Expedia receiving a five day extension to do further needed investigation of this complaint and enabling there to be a resolution to this issue My only wish is to be given the opportunity to pay more money to upgrade my room at the hotel during my stay there in December Again, same hotel, same dates that have been booked - just a better room (as indicated in my original complaint) Simply, Expedia should not be marketing a product/service that in no way can be up-gradable with the payment of more money: it does not much sense at all If Expedia if unable to accommodate this request, I respectfully ask that the money I have already paid for this hotel reservation be refunded to me Thank you
Complaint: [redacted] In my initial complaint I attached a document that included the itinerary number; the itinerary from Expedia is # [redacted] The email related to my account is [redacted] I am attaching the document I attached before as well as a copy of the Expedia Itinerary Let me know if you need further information Thanks,Sincerely, [redacted] ***
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely,
RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted] ***
RevDex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear RevDex.com, Thank you for taking the time to contact Expedia, Inc. 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, Inc. 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 their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the BBB as further research is needed for this case. We will submit our final reply via the BBB's website. Again, 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, Tier 3 Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered As previously advised, on November 28, 2016, the customer was not charged for any reservations Expedia has no control over the timeframe for the pending authorization to show as released on the customer’s credit card or bank account Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service