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
April 28, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on March 1, 2016, Mr [redacted] booked an Expedia Vacation Package which included a roundtrip flight from Washington D.Cto Lisbon, Portugal and a five-night hotel reservation We understand from Mr [redacted] that he noticed a flight segment was missing from his itineraryHe contacted Expedia on March 2, 2016, to address and was informed that the flight was not confirmed and that he not be charged for the bookingHe then booked a 2nd itinerary which included the missing flight segment and a hotel reservationOn March 7, 2016, Mr [redacted] contacted our office after noticing that he had been charged for the 1st booking from March 1, Our representatives confirmed and advised Mr [redacted] that he had been charged for both bookingsHe then processed a refund for the hotel portion of the 1st booking leaving the second reservation in placeOn March 27, 2016, Mr [redacted] arrived at the airport and was told that his flight booked on March 2, 2016, had been canceledAs such, he contacted Expedia and requested that we book the same flightUltimately he paid substantially more to book the flight as travel was imminentHe is now requesting that Expedia issue a refund of the difference paid for the March 2nd booking vsthe March 27th booking We contacted Mr [redacted] on April 28, 2016, and he informed us that he also submitted a credit card dispute in which he had been misinformedThis is what caused him to request a refund of $2,initiallyHe is now asking for a refund of $5,354.92, after resolving the matter with his credit card company In order to submit a request for the full amount that he is now requesting, we will need the documents associated with his credit card disputePlease instruct Mr [redacted] to submit a rebuttal and provide the requested documents as an attachmentUpon receipt, we will resume research for refund consideration We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service
June 1, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case # O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund of $200.00, as they feel there is a discrepancy in the amount of the airline incurred change penalty Our records indicate on March 17, 2015, the customer booked flight reservations – itinerary [redacted] – using our self-service tool on the Expedia.com websiteTravel was on [redacted] , departing June 15, 2015, from Sao Paulo, Brazil to Boston, Massachusetts, returning September 16, 2015, for two passengersThe customer booked the Stress Free Flight Insurance in conjunction with their flight reservations Upon further research, we were able to confirm on May 13, 2015, the customer contacted Expedia to inquire about cancelling their flight reservations, at the time the assisting representative advised the customer that Expedia no longer has control of the customer’s reservations, as they contacted [redacted] Airlines directly to inquire about making changesThe customer was advised they would need to contact [redacted] Airlines directly, as Expedia no longer had the ability to see or make changes to the customer’s flight reservationsAt this time, the customer was provided with the phone number and confirmation number for [redacted] Airlines, the assisting representative did not advise the customer an amount for change penalty Upon booking the flight reservations, the customer was advised of the following terms and conditions: Tickets are non-refundable and non-transferable Tickets will incur a $per person change penalty, plus any increase in airfare at the time tickets re reissued We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary It is our customers’ responsibility to review all rules and regulations prior to booking any travel We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customer’s concern regarding the change penalties associated with her flight reservationsAt Expedia we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us However, we know that there are some instances when policies associated with offers on our website cannot allow for a resolution that is more favorable to our customersWe only want to convey that we are able to provide our customers with the necessary information related to their purchase/requestsAs such, we stand by our previous decision and are unable to offer any compensation on 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
November 24, 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, Tier Customer Service
June 27, 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 request for an Expedia Travel Coupon offered as part of our Best Price Guarantee Promotion Under the Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking The price match request must be submitted online within hours of your original bookingThe lower priced itinerary needs to meet specific requirements to qualifyThe following link to the Expedia Best Price Guarantee Terms and Conditions were provided on the website: http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US: Our records reflect on May 11, Mr [redacted] booked Itinerary # [redacted] , he found a lower price on our website later and cancelled the itinerary and booked at a lower rate We regret the customer was unable to file the Best Price Guarantee form online for the first reservation, and found it necessary to cancel the reservation and re-book Although the information he received from our agents was technically correct, a customer would need to actually file a Best Price Guarantee on a current itinerary to be eligible for price match, which then generates the $Travel Coupon However, since there were site issues and he was unable to submit his claim against the first itinerry, on June 27, we have provided Mr [redacted] ’s online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within his accountWe hope he will allow us the opportunity to improve upon his experience in the future 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
July 31, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request Our records reflect on July 20, the customer accessed Expedia.com and self-booked Itinerary # [redacted] for a stay at the American Plover Hotel in Plover, Wisconsin to check in on July 23, and checking out on July 24, The room chosen by Mr [redacted] was noted as having queen bed The hotel’s information provides that children can be accommodated free in a room and that roll away beds can be reserved for $per night A review of the itinerary emailed to him does show the room accommodates two guests While we regret the customer’s room did not meet their expectations, Expedia.com acts only as a third party booking intermediary Room descriptions are provided by the vendors and Expedia’s terms of use, agreed to by customers who choose to utilize our website, states the following: TERMS OF USE For Expedia Website https://www.expedia.com/p/info-other/legal.htm This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement")Please read these Terms of Use carefully, as they contain important information about limitations of liability LIABILITY DISCLAIMER The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errorsIn particular, the Expedia Companies and Expedia Affiliates do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.)In addition, Expedia, Incexpressly reserves the right to correct any pricing errors on our Website and/or pending reservations made under an incorrect priceIn such event, if available, we will offer you the opportunity to keep your pending reservation at the correct price or we will cancel your reservation without penalty 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 PartnersThe Expedia Companies and the Expedia Partners 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 from As the vendor did provide the room booked, and it was fully utilized, they will not agree to a refund Expedia must abide by the stated terms and conditions of the vendors who advertise on our site 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
August 4, Revdex.com Mid-Western and Central Ohio Complaint Department Re: Expedia.ca Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.ca 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.ca is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOur records reflect that on June 24, 2017, Mr [redacted] booked a one-night stay at the Hampton Inn Newark Airport from July 16, 2017, through July 17, On June 24, 2017, we contacted the property on the customer’s behalf and changed the arrival date to July 1, We understand from Mr [redacted] that he arrived for check in on July 1, 2017, and was informed that there was no reservation on file for himAt Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stayWhile we do not view this complaint as something Expedia is responsible for, because we value Mr [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaintA refund in the full amount of his booking CAD was issued to the original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly the credit card company processes refunds Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Marlon J [redacted] Corporate Correspondence Team
Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because:I am disatisfied with the outcomeAs an Expedia customer who complied with the terms expected of me by your Company, I have a right, as well as common courtesy, to expect Expedia to honor its commitmentThat being to honor its agreement for the promotion promised to me in exchange for booking my cruiseYour response, frankly, was dishonestIt simply wasn't what transpiredBut I do have one questionYou state a booking made by me on April 20, in which a payment did not go through, was being held as an unpaid bookingWhy was that not the case the second time? It appears Expedia picks and chooses based on what they may or may not have to pay for in terms of promotionsMy bank was aware of a pending large transaction, so they released any maximum withdrawal holds on the accountThe payment issue was not an issue on my endI have spoken with my bank & they have volunteered to speak with whomever they may need to to convey thatI also spoke with [redacted] as soon as I boarded the cruiseThey state that what you, Expedia, has been saying, is untrueThey gave me a free phone call to you onboard the cruise in which nothing was resolved(The Expedia rep told me very rudely, "WE WILL DO NOTHING FOR YOU." Not once did I even receive an apologyI booked a once-in-a-lifetime cruise for my family in which the UBP was the deal maker for the tripThis was a huge blow & Expedia has treated me coldly every time I've talked to a rep)High-level management aboard [redacted] explained to me that in order to get the UBP, Expedia would have had to pay them the cost of it on my behalfThey say that is how it works when other companies/travel agencies 'copycat' [redacted] promotionsThey suck up the cost of the promotion and pay it or else no one would book with the travel agents, everyone would go through [redacted] to get the promo! [redacted] said for them it has nothing to do with when they received our payment, which they said in fact they received it almost a week after May due to processing, but that it has to do with Expedia simply not paying [redacted] for the UBP promotion that we booked through Expedia on April They stated several times, "We never received payment from Expedia to have the UBP applied to your account." I fully expect Expedia to stand by its commitment.Sincerely, [redacted] Sincerely, [redacted]
April 18, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding a package reservation We understand Ms [redacted] is requesting a refund On March 11, we received receipt of the Revdex.com complaint Our records reflect on January 11, 2016, an Expedia agent assisted the customer with booking a package reservation for [redacted] and [redacted] on Expedia.com Travel was on JetBlue, departing on March 4, 2016, from New York to Cancun, Mexico; returning on March 9, 2016, from Cancun, Mexico to from New York The hotel stay was at the GR Caribe by Solaris Deluxe All Inclusive Resort, chedate March 4, 2016, check-out date March 9, The customer is stating, the agent left out round trip shuttle transportation on the itinerary The customer is stating, they were advised by Expedia they would be refunded for the shuttle once the customer rebooked it; however, the customer has not received a refund Upon further researching this matter, we can confirm on March 3, 2016, the customer contacted Expedia regarding this matter The customer referenced speaking with an agent on January 11, The customer stated the agent who assisted her with the package reservation left out the roundtrip shuttle transportation The customer advised, they originally contacted Expedia to inquire about the Best Price Guarantee The customer requested a refund for the Best Price Guarantee and to add the shuttle transportation on the itinerary Our agent advised the customer, they could not process the refund for the Best Price Guarantee The agent did offer the customer a $coupon as compensation for the Best Price Guarantee, which the customer accepted Our agent advised the customer, they could not add the shuttle on the original itinerary The agent advised the customer to book the shuttle separately and then Expedia would refund the customer back for the reservation, which the customer did agree to On that same day, Expedia can confirm the customer self-booked a shuttle transfer located at the Cancun Airport for pidate March 4, Itinerary number: [redacted] Our agent then processed a refund in the amount of $ On March 10, 2016, the customer contacted Expedia, advising the shuttle reservation was canceled, and her credit card company advised her that Expedia did not request the payment The customer advised they had to book directly with the shuttle company Our agent did confirm the shuttle reservation was booked, and not canceled The agent confirmed the customer was refunded on March 3, for $ Our agent transferred the customer to our corporate office The customer was advised to submit a receipt for the shuttle booking The customer understood In reviewing Ms [redacted] account, the customer was refunded on March 3, in the amount of $and a $coupon was added to the customer’s account Expedia can confirm, the customer did not submit an online Best Price Guarantee claim form Our agents do not submit Best Price Guarantee claim form over the phone For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser – http://www.expedia/p/info-other/guarantee.htm?mcicid=pubwiz.bpg# Expedia can verify, there are no receipts from the customer have been received Expedia requests the customer to submit a copy of her receipt for the shuttle service via the Revdex.com link We will review for a possible refund for the shuttle service only 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
April 10, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a shuttle reservation We understand Mr [redacted] is requesting the refundOn April 1, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 21, 2017, the customer self-booked a package reservationTravel was on British Airways, departing March 17, 2017, from Phoenix, Arizona to Paris, France; and returning on March 26, 2017, from Paris, France to Phoenix, ArizonaThe package includes a hotel stay for the Citadines Les Halles ParisThe package includes a roundtrip shuttle in Paris, France, via itinerary number [redacted] The customer is stating that the shuttle company did not pihim up at the airport or at the hotelThe customer is stating they had to take a taxi each time Upon further researching this matter, we can confirm on March 31, 2017, the customer contacted Expedia advising that the shuttle did not pick him up at the airport or take him back to the airport from the hotelThe customer advised that they had to take a taxi each timeThe customer requested the refundExpedia contacted the vendor; however they were unavailable Expedia has contacted the vendor; they advised they would need to research the customer’s complaintOnce they update Expedia, we will update the Revdex.com and the customerWe hope the customer understands Expedia cannot process the refund until the vendor confirms that the reservation was not used and that the vendor authorizes the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
October 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact 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 Mrs [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on September 12, 2015, Mrs [redacted] self-booked a flight reservation using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Miami, FL to Columbus, OH, departing on October 8, 2015, and returning on October 11, The reservation was cancelled by [redacted] on September 29, We understand Mrs [redacted] is requesting a full refund of this reservation as it was booked under the incorrect rate We have verified that Mrs [redacted] contacted Expedia regarding this issue and her call was escalated to Expedia’s Corporate Customer Service departmentThe assisting representatives verified that at the time Mrs [redacted] contacted Expedia to cancel itinerary [redacted] , she provided the itinerary number of a previous booking (cancelled due to the same reason, on the same day), itinerary [redacted] , and instead of cancelling itinerary [redacted] , our representatives confirmed [redacted] was already cancelledAs no cancellation call associated with the itinerary in question was received, the booking was not cancelled and it became a nonrefundable reservation, per the airline’s rules and restrictions accepted at the time of booking 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 itineraryWe hope you understand we must adhere to the policies dictated by the airlines Upon further research we have verified that the original price quoted for Mrs [redacted] reservation was $520.40, and the charge of $was collected due to an inaccuracy in the airline’s rate/availability system, affecting Expedia’s websiteAs a result, a full refund in the amount of $was issued by Expedia on October 9, 2015, back to the original form of paymentThe time it takes a refund to post to Mrs [redacted] account depends on how quickly her credit card company processes refunds, generally within 3-business days We regret Mrs [redacted] experience was not as we would have hoped, and any subsequent inconvenience causedExpedia welcomes customer feedback in our ongoing effort to improve upon the customer experienceHer comments have been forwarded to the appropriate department to utilize for further training and improvements in our services 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, Lidiya N [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
April 28, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on March 1, 2016, Mr [redacted] booked an Expedia Vacation Package which included a roundtrip flight from Washington D.Cto Lisbon, Portugal and a five-night hotel reservation We understand from Mr [redacted] that he noticed a flight segment was missing from his itineraryHe contacted Expedia on March 2, 2016, to address and was informed that the flight was not confirmed and that he not be charged for the bookingHe then booked a 2nd itinerary which included the missing flight segment and a hotel reservationOn March 7, 2016, Mr [redacted] contacted our office after noticing that he had been charged for the 1st booking from March 1, Our representatives confirmed and advised Mr [redacted] that he had been charged for both bookingsHe then processed a refund for the hotel portion of the 1st booking leaving the second reservation in placeOn March 27, 2016, Mr [redacted] arrived at the airport and was told that his flight booked on March 2, 2016, had been canceledAs such, he contacted Expedia and requested that we book the same flightUltimately he paid substantially more to book the flight as travel was imminentHe is now requesting that Expedia issue a refund of the difference paid for the March 2nd booking vsthe March 27th booking We contacted Mr [redacted] on April 28, 2016, and he informed us that he also submitted a credit card dispute in which he had been misinformedThis is what caused him to request a refund of $2,initiallyHe is now asking for a refund of $5,354.92, after resolving the matter with his credit card company In order to submit a request for the full amount that he is now requesting, we will need the documents associated with his credit card disputePlease instruct Mr [redacted] to submit a rebuttal and provide the requested documents as an attachmentUpon receipt, we will resume research for refund consideration We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service
June 1, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case # O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund of $200.00, as they feel there is a discrepancy in the amount of the airline incurred change penalty Our records indicate on March 17, 2015, the customer booked flight reservations – itinerary [redacted] – using our self-service tool on the Expedia.com websiteTravel was on [redacted] , departing June 15, 2015, from Sao Paulo, Brazil to Boston, Massachusetts, returning September 16, 2015, for two passengersThe customer booked the Stress Free Flight Insurance in conjunction with their flight reservations Upon further research, we were able to confirm on May 13, 2015, the customer contacted Expedia to inquire about cancelling their flight reservations, at the time the assisting representative advised the customer that Expedia no longer has control of the customer’s reservations, as they contacted [redacted] Airlines directly to inquire about making changesThe customer was advised they would need to contact [redacted] Airlines directly, as Expedia no longer had the ability to see or make changes to the customer’s flight reservationsAt this time, the customer was provided with the phone number and confirmation number for [redacted] Airlines, the assisting representative did not advise the customer an amount for change penalty Upon booking the flight reservations, the customer was advised of the following terms and conditions: Tickets are non-refundable and non-transferable Tickets will incur a $per person change penalty, plus any increase in airfare at the time tickets re reissued We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary It is our customers’ responsibility to review all rules and regulations prior to booking any travel We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customer’s concern regarding the change penalties associated with her flight reservationsAt Expedia we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us However, we know that there are some instances when policies associated with offers on our website cannot allow for a resolution that is more favorable to our customersWe only want to convey that we are able to provide our customers with the necessary information related to their purchase/requestsAs such, we stand by our previous decision and are unable to offer any compensation on 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
November 24, 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, Tier Customer Service
June 27, 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 request for an Expedia Travel Coupon offered as part of our Best Price Guarantee Promotion Under the Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking The price match request must be submitted online within hours of your original bookingThe lower priced itinerary needs to meet specific requirements to qualifyThe following link to the Expedia Best Price Guarantee Terms and Conditions were provided on the website: http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US: Our records reflect on May 11, Mr [redacted] booked Itinerary # [redacted] , he found a lower price on our website later and cancelled the itinerary and booked at a lower rate We regret the customer was unable to file the Best Price Guarantee form online for the first reservation, and found it necessary to cancel the reservation and re-book Although the information he received from our agents was technically correct, a customer would need to actually file a Best Price Guarantee on a current itinerary to be eligible for price match, which then generates the $Travel Coupon However, since there were site issues and he was unable to submit his claim against the first itinerry, on June 27, we have provided Mr [redacted] ’s online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within his accountWe hope he will allow us the opportunity to improve upon his experience in the future 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
July 31, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request Our records reflect on July 20, the customer accessed Expedia.com and self-booked Itinerary # [redacted] for a stay at the American Plover Hotel in Plover, Wisconsin to check in on July 23, and checking out on July 24, The room chosen by Mr [redacted] was noted as having queen bed The hotel’s information provides that children can be accommodated free in a room and that roll away beds can be reserved for $per night A review of the itinerary emailed to him does show the room accommodates two guests While we regret the customer’s room did not meet their expectations, Expedia.com acts only as a third party booking intermediary Room descriptions are provided by the vendors and Expedia’s terms of use, agreed to by customers who choose to utilize our website, states the following: TERMS OF USE For Expedia Website https://www.expedia.com/p/info-other/legal.htm This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement")Please read these Terms of Use carefully, as they contain important information about limitations of liability LIABILITY DISCLAIMER The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errorsIn particular, the Expedia Companies and Expedia Affiliates do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.)In addition, Expedia, Incexpressly reserves the right to correct any pricing errors on our Website and/or pending reservations made under an incorrect priceIn such event, if available, we will offer you the opportunity to keep your pending reservation at the correct price or we will cancel your reservation without penalty 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 PartnersThe Expedia Companies and the Expedia Partners 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 from As the vendor did provide the room booked, and it was fully utilized, they will not agree to a refund Expedia must abide by the stated terms and conditions of the vendors who advertise on our site 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
August 4, Revdex.com Mid-Western and Central Ohio Complaint Department Re: Expedia.ca Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.ca 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.ca is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOur records reflect that on June 24, 2017, Mr [redacted] booked a one-night stay at the Hampton Inn Newark Airport from July 16, 2017, through July 17, On June 24, 2017, we contacted the property on the customer’s behalf and changed the arrival date to July 1, We understand from Mr [redacted] that he arrived for check in on July 1, 2017, and was informed that there was no reservation on file for himAt Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stayWhile we do not view this complaint as something Expedia is responsible for, because we value Mr [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaintA refund in the full amount of his booking CAD was issued to the original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly the credit card company processes refunds Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Marlon J [redacted] Corporate Correspondence Team
Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because:I am disatisfied with the outcomeAs an Expedia customer who complied with the terms expected of me by your Company, I have a right, as well as common courtesy, to expect Expedia to honor its commitmentThat being to honor its agreement for the promotion promised to me in exchange for booking my cruiseYour response, frankly, was dishonestIt simply wasn't what transpiredBut I do have one questionYou state a booking made by me on April 20, in which a payment did not go through, was being held as an unpaid bookingWhy was that not the case the second time? It appears Expedia picks and chooses based on what they may or may not have to pay for in terms of promotionsMy bank was aware of a pending large transaction, so they released any maximum withdrawal holds on the accountThe payment issue was not an issue on my endI have spoken with my bank & they have volunteered to speak with whomever they may need to to convey thatI also spoke with [redacted] as soon as I boarded the cruiseThey state that what you, Expedia, has been saying, is untrueThey gave me a free phone call to you onboard the cruise in which nothing was resolved(The Expedia rep told me very rudely, "WE WILL DO NOTHING FOR YOU." Not once did I even receive an apologyI booked a once-in-a-lifetime cruise for my family in which the UBP was the deal maker for the tripThis was a huge blow & Expedia has treated me coldly every time I've talked to a rep)High-level management aboard [redacted] explained to me that in order to get the UBP, Expedia would have had to pay them the cost of it on my behalfThey say that is how it works when other companies/travel agencies 'copycat' [redacted] promotionsThey suck up the cost of the promotion and pay it or else no one would book with the travel agents, everyone would go through [redacted] to get the promo! [redacted] said for them it has nothing to do with when they received our payment, which they said in fact they received it almost a week after May due to processing, but that it has to do with Expedia simply not paying [redacted] for the UBP promotion that we booked through Expedia on April They stated several times, "We never received payment from Expedia to have the UBP applied to your account." I fully expect Expedia to stand by its commitment.Sincerely, [redacted] Sincerely, [redacted]
April 18, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number XXXXXXXX) regarding a package reservation We understand Ms [redacted] is requesting a refund On March 11, we received receipt of the Revdex.com complaint Our records reflect on January 11, 2016, an Expedia agent assisted the customer with booking a package reservation for [redacted] and [redacted] on Expedia.com Travel was on JetBlue, departing on March 4, 2016, from New York to Cancun, Mexico; returning on March 9, 2016, from Cancun, Mexico to from New York The hotel stay was at the GR Caribe by Solaris Deluxe All Inclusive Resort, chedate March 4, 2016, check-out date March 9, The customer is stating, the agent left out round trip shuttle transportation on the itinerary The customer is stating, they were advised by Expedia they would be refunded for the shuttle once the customer rebooked it; however, the customer has not received a refund Upon further researching this matter, we can confirm on March 3, 2016, the customer contacted Expedia regarding this matter The customer referenced speaking with an agent on January 11, The customer stated the agent who assisted her with the package reservation left out the roundtrip shuttle transportation The customer advised, they originally contacted Expedia to inquire about the Best Price Guarantee The customer requested a refund for the Best Price Guarantee and to add the shuttle transportation on the itinerary Our agent advised the customer, they could not process the refund for the Best Price Guarantee The agent did offer the customer a $coupon as compensation for the Best Price Guarantee, which the customer accepted Our agent advised the customer, they could not add the shuttle on the original itinerary The agent advised the customer to book the shuttle separately and then Expedia would refund the customer back for the reservation, which the customer did agree to On that same day, Expedia can confirm the customer self-booked a shuttle transfer located at the Cancun Airport for pidate March 4, Itinerary number: [redacted] Our agent then processed a refund in the amount of $ On March 10, 2016, the customer contacted Expedia, advising the shuttle reservation was canceled, and her credit card company advised her that Expedia did not request the payment The customer advised they had to book directly with the shuttle company Our agent did confirm the shuttle reservation was booked, and not canceled The agent confirmed the customer was refunded on March 3, for $ Our agent transferred the customer to our corporate office The customer was advised to submit a receipt for the shuttle booking The customer understood In reviewing Ms [redacted] account, the customer was refunded on March 3, in the amount of $and a $coupon was added to the customer’s account Expedia can confirm, the customer did not submit an online Best Price Guarantee claim form Our agents do not submit Best Price Guarantee claim form over the phone For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser – http://www.expedia/p/info-other/guarantee.htm?mcicid=pubwiz.bpg# Expedia can verify, there are no receipts from the customer have been received Expedia requests the customer to submit a copy of her receipt for the shuttle service via the Revdex.com link We will review for a possible refund for the shuttle service only 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
April 10, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a shuttle reservation We understand Mr [redacted] is requesting the refundOn April 1, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 21, 2017, the customer self-booked a package reservationTravel was on British Airways, departing March 17, 2017, from Phoenix, Arizona to Paris, France; and returning on March 26, 2017, from Paris, France to Phoenix, ArizonaThe package includes a hotel stay for the Citadines Les Halles ParisThe package includes a roundtrip shuttle in Paris, France, via itinerary number [redacted] The customer is stating that the shuttle company did not pihim up at the airport or at the hotelThe customer is stating they had to take a taxi each time Upon further researching this matter, we can confirm on March 31, 2017, the customer contacted Expedia advising that the shuttle did not pick him up at the airport or take him back to the airport from the hotelThe customer advised that they had to take a taxi each timeThe customer requested the refundExpedia contacted the vendor; however they were unavailable Expedia has contacted the vendor; they advised they would need to research the customer’s complaintOnce they update Expedia, we will update the Revdex.com and the customerWe hope the customer understands Expedia cannot process the refund until the vendor confirms that the reservation was not used and that the vendor authorizes the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
October 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact 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 Mrs [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on September 12, 2015, Mrs [redacted] self-booked a flight reservation using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Miami, FL to Columbus, OH, departing on October 8, 2015, and returning on October 11, The reservation was cancelled by [redacted] on September 29, We understand Mrs [redacted] is requesting a full refund of this reservation as it was booked under the incorrect rate We have verified that Mrs [redacted] contacted Expedia regarding this issue and her call was escalated to Expedia’s Corporate Customer Service departmentThe assisting representatives verified that at the time Mrs [redacted] contacted Expedia to cancel itinerary [redacted] , she provided the itinerary number of a previous booking (cancelled due to the same reason, on the same day), itinerary [redacted] , and instead of cancelling itinerary [redacted] , our representatives confirmed [redacted] was already cancelledAs no cancellation call associated with the itinerary in question was received, the booking was not cancelled and it became a nonrefundable reservation, per the airline’s rules and restrictions accepted at the time of booking 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 itineraryWe hope you understand we must adhere to the policies dictated by the airlines Upon further research we have verified that the original price quoted for Mrs [redacted] reservation was $520.40, and the charge of $was collected due to an inaccuracy in the airline’s rate/availability system, affecting Expedia’s websiteAs a result, a full refund in the amount of $was issued by Expedia on October 9, 2015, back to the original form of paymentThe time it takes a refund to post to Mrs [redacted] account depends on how quickly her credit card company processes refunds, generally within 3-business days We regret Mrs [redacted] experience was not as we would have hoped, and any subsequent inconvenience causedExpedia welcomes customer feedback in our ongoing effort to improve upon the customer experienceHer comments have been forwarded to the appropriate department to utilize for further training and improvements in our services 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, Lidiya N [redacted] Tier Customer Service