Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address [redacted] concerns As previously advised, on August 4, Expedia was able to review the customer’s booking session that was made on July 3, The customer selected the Beach House Luxury Club Level Room and completed the reservation with that room type The customer did not select the Royal Estate Two Story One bedroom Beach Butler Villa Suite with Pool at any point during the booking session Expedia can provide the customer with two options: The first option is to change the room type; however, the customer will be responsible for any increase in price The second option, the customer can cancel and receive the refund for the hotel booking The customer can rebook the correct room type at the current rate online Expedia works from a live inventory, prices and or availability will fluctuateThe customer has to cancel the hotel booking before December 22, 2016, if not the reservation will be nonrefundable Expedia considers this matter as closed and will no longer address this matter any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
March 3, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refund On February 23, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint, however she was not available Our records reflect on January 5, 2015, the customer self-book a flight reservation departing August 30, 2015, from New York to Nice, France; returning on September 6, 2015, from Nice, France to New York with Air France The customer is requesting full refund or full credit amount We can confirm on August 15, 2015, the customer contacted Expedia requesting to cancel the flight, and our agent processed the cancelation We can confirm on January 1, 2016, the customer contacted Expedia wanting to rebook the flight using a flight credit Our agent rebooked the flight and advised the customer the flight is not confirmed until it has been ticketed On that same day we sent an email advising the new flight was not confirmed Further research reflects on February 7, 2016, the customer contacted Expedia requesting a refund; the flight credit was expired The agent advised the customer that the credit was expired The customer requested to speak with a supervisor and was transferred to a supervisor The customer advised that they contacted Expedia to rebook their flight using a previous airline credit; however that was not done at the time of the booking The customer is requesting a full refund on the original ticket, or a full flight credit amount The supervisor advised the customer that we will honor the credit amount of $1,334.80; however, the customer declined the offer The customer has contacted Expedia several times, requesting a full refund or the full flight credit, the customer originally paid $2, 669.60, Expedia is excluding the change fee amount of $per person Also we are dividing the credit amount in half; Expedia did advise the customer that the new flight was not confirmed until ticketed At 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 We regret any inconvenience this matter has caused We will honor Ms [redacted] credit for the amount of $1, Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors Each vendor has its own specific set of policies and procedures as does each reservation purchased Air France is the merchant of record and the company that charged the customer’s credit card, we have to abide by the rules and regulationsBased on the fare rules, the ticket is non-refundable, with a change fee of $300.00, plus any fare difference We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Even though expedia says that the money goes directly to the hotel I would like to point out that my credit card statement shows the full amount charged to expedia.comI just have the belief that a company is supposed to stand behind it's service and take care of it's customers It is clear to me that Expedia.com does not do that, and I will be sure to not do any further business with them, as well as make as many people aware as I possibly canSincerely, [redacted]
April 29, Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case# O- *** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the Revdex.com complaint from [redacted] (Revdex.com case number [redacted] ) regarding a vacation package We understand Mr [redacted] is requesting a copy of his itineraryOn April 27, 2015, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaintOur records indicate on April 14, 2015, our agent assisted the customer in booking a vacation package that included a flight and hotel reservation under itinerary (insert the number)Travel is on May 11, 2015, from College Station, TX to Las Vegas, NV, and returning on May 15, Hotel stay is with [redacted] ; also booked on a separate itinerary, [redacted] , roundtrip airport to hotel shuttle for travel on May 11, The customer is stating is has encountered difficulty in receiving his confirmation email of both itinerariesExpedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of the vendors It is never our intent to inconvenience our customers and it is disheartening when our customers feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service availableIn reviewing Mr [redacted] account, we have no record of him contacting us to request a confirmation emailWe have verified his itineraries are linked to his permanent account associated with the email address of [redacted] @aol.com This account was created on April 14, 2015, when the customer booked his package reservationOnce the booking was finalized, a confirmation email would have automatically been sent to this email accountWe apologize for any inconvenience encountered as a result of this matter On April 27, 2015, we contacted Mr [redacted] to confirm the details of his tripAlthough we were not able to confirm why Mr [redacted] did not receive the original booking confirmation in his AOL account, we resent the confirmations and he has confirmed they were received We regret Mr [redacted] experience was not as we would have hopedThe feedback the customer has provided will be helpful in looking at our customer service and gauging our customers' satisfaction and perceptionsFor your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customersWe thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] ***Tier Customer Service
January 29, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you Travelocity is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund We understand from Ms [redacted] complaint that she cancelled her flight reservation due to unsafe conditions in Mexico and claims that Delta Airlines approved to waive the cancellation fees We have been unable to locate an Expedia.com account or itinerary with the information providedIn order to properly research this matter and provide an appropriate response we ask that Ms [redacted] please provide the Expedia.com itinerary number associated with her reservation or the email address used at the time the reservation was made Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, LaToya J [redacted] Corporate Customer Service
September 20, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund requestWe understand Mr [redacted] is requesting a refund On September 20, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate the customer is referring to a resort reservation booked through Expedia.com but no itinerary number is provided in the complaint and were unable to locate the itinerary using the customer’s email address provided Expedia regrets that we are not able to provide a resolution at this time If the customer would respond and provide the itinerary number for this reservation and the email address used when booking we would be happy to look into this matter further, and if approved by the resort, provide the requested refund 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
Complaint: [redacted] I don't appreciate that the company stated I didn't contactthem.The day we arrived at the Radisson Resort,I phoned Expedia, because I specifically stated to the agent we were 4adults and 2children.How can 4grown adults sleep in a room together.Were is the respect for children that accompany us on the trip,a pull out bed wouldn't help were would it for in a tight room like we were so call book for.Im done with this company,will never book with them again and I will share my experience with friends ,family I am rejecting this reisponse because:Sincerely, [redacted]
March 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, 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 June 16, 2016, Ms [redacted] booked a one way Spirit Airlines flight from Los Angeles, California to Chicago, Illinois scheduled for travel on June 23, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative We understand from Ms***’s complaint that after cancelling the flight, she received an email from Expedia advising that she must utilize her airline credit prior to the purchase date during the following yearShe also stated that a rebooking fee would also be due upon rebookingMs [redacted] is requesting that Expedia refund the airfare and eliminate the rebooking fee We located an itinerary with a canceled flight with Spirit Airlines that Ms [redacted] booked on June 16, The airfare was $Spirit Airlines charges a rebooking fee of $As such, Ms [redacted] would be charged $to use her $creditWe understand that he rebooking fee is almost equal to the airfare and it would likely be cheaper to book a new flight Please note that Expedia serves as a third party intermediary the airline; in this case Spirit Airlines is the merchant of record (i.ethe company who charged the customer’s credit card) and as such accepted the funds for the purchaseMs [redacted] will also see the airlines name in the transaction information of her credit card statementAs Spirit Airlines was the merchant of record, they are also the party to set policy regarding their ticketsPlease note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to themRegrettable, the rebooking fee can only be waived by the airline Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
May 5, Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] *Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refund We are unable to contact Ms [redacted] to acknowledge receive of her Revdex.com complaint with the information that she has providedUpon further research, we are unable to locate an Expedia.com account related to Ms [redacted] complaint We respectfully request that Ms [redacted] provide us with the email address used to book the reservation and the itinerary number The requested information will enable us to appropriately address Ms [redacted] concernsWe thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] ***Tier Customer Service
Complaint: [redacted] I am rejecting this response because: The response from Expedia is completely unacceptable First, Expedia should be fully responsible for all the hotel reservations at their websiteIf the reservation is made, but the hotel states that they don't have any information in their system and they can't honor it, Expedia should take full responsibility for itHonestly, I have booked so many hotel reservations in the past and I have never experienced this type of problemTo me, this is the worst experience for hotel reservationI would never use Expedia to book anything in the futureTheir credibility and reputation have completely lost on my side Second, Expedia just ignored the truth I am tellingThey tried to escape from the responsibility they should takeI just wonder what is your feeling when you got rejected after 2-hour driving to the hotel you booked around 10pm at nightThey don't want to have the issue resolved rather than blaming the customer not calling them at late nightWhat a disappointment to their response Third, as one of travel booking websites or companies, Expedia doesn't even meet the customer's minimum need: make things workThis type of mistake is absolutely unforgivable Finally, I just want share my terrible customer experience with ExpediaThink about twice when you decide to make any reservation with ExpediaAs a customer, I will never make any reservation with Expedia in the future, plus I will try to convince my family and friends to avoid Expedia as much as possibleI believe that Expedia will lose more and more business if they keeps treating their customers like this.Sincerely, [redacted] ***
October 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a refund request for hotel charges Our records reflect on September 19, the customer accessed Expedia.com and self-booked itinerary # [redacted] for three rooms at the Vi Vida Hotel, Munich, Germany to check in August 19, and check out August 22, The customer chose the hotel option to include the breakfast buffet in his reservation Expedia serves only as a third party booking intermediary We do not own or operate any travel related services and as such must uphold the terms and conditions set by the vendors who utilize our website to offer their products Pricing and terms are set by those vendors In this case, the Vi Vida Hotel offers different booking options which each include the base price for the hotel, and the option to book with or without the breakfast buffet pre-purchased in the reservation If a customer chooses not to include the breakfast buffet option in their booking, then the taxes and fees portion of the booking is less If the customer chooses the room and “breakfast included” option, then the hotel calculates the price of the breakfast in the additional fees they charge and the buffet is pre-paid Expedia makes every effort to ensure that our customers have a clear understanding of their selections, total price, and of the terms and conditions associated with the travel items they are purchasingWe provide their selection details on several pages review, including the final payment screenThe full price of Mr***’s itinerary was provided prior to his entering his credit card information and finalizing his purchaseAs he agreed to this pricing, at the time of booking, we are unable to offer a partial refund for this itinerary The reservation is currently outside penalty and should Mr [redacted] wish to cancel the itinerary and re-book at current pricing, without the breakfast included, he may still do so without loss of his currently paid fees, provided he does so within the hotel’s stated terms: Cancellation and Change Policy: Refundable Cancellations or changes made after 6:PM local hotel time, Saturday, August 18, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees 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 Corporate Customer Service
October 04, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding a hotel reservationOur records show on September 20th, 2016, Ms [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted] , with a trip start date of October 07, We understand from Ms [redacted] ’s complaint, she believes she was not informed properly regarding a hotel charge plus a depositOur records show the hotel is a Pay Later option on Expedia, which means the hotel is in charge of the amounts being held and or chargedMs [redacted] does mention she contacted both the hotel and Expedia and neither was able to assistMs [redacted] is requesting that the hotel and Expedia provides a more transparent description of the amounts to be held or chargedExpedia’s goal is to provide an exceptional customer experienceAs you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotelsWe are unable to control unforeseen transactions that will be made by a hotel on a Pay Later reservation which is essentially a transaction that would be charged at the hotelAfter giving the matter our full consideration we have been authorized to provide a $Expedia coupon for any future Expedia Special Rate hotel reservations or Expedia packages including flight plus hotelWe have also passed on the information to the required departmentsThis has been documented on the customer’s account and her coupon is available immediatelyThe coupon is available on the customer’s personal account under email address [redacted] @gmail.com The customer may use the coupon when booking online through our site or by phone with an Expedia agentExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience Ms [redacted] has encountered in resolving this matterAs a coupon has been provided, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
January 16, 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 youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding creditUpon receipt of the Revdex.com submission, we have verified this issue was resolved on January 9, Expedia processed the 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 her credit card company processes refunds We apologize for any inconvenience this delay may have causedWe 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
Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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 reservationsAs 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,Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and I am fine with request from Expedia for additional time to resolve the situation.Sincerely, [redacted]
August 8, 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 7, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the customer service issues Our records show on March 2, 2016, Ms [redacted] with the assistance of a sales agent booked an Expedia.com flight and hotel package reservation via booking number [redacted] We understand from Ms [redacted] complaint, reservation was booked incorrectly and after contacting customer service, no assistance was provided Upon researching the customer’s complaint, we can confirm on April 18, 2016, when Ms [redacted] brought this matter to our attention, the package reservation was canceled and a full refund was processed back to the original form of payment Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved, Expedia considers this matter closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Expedia never sent anything they are still dodging there responsibilityMy Credit card USAA is sending them a formal charge dispute along with the attached e-mailThey know fully well no refund has been issued and are trying to get the Revdex.com to not follow up on this complaint.Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Problem resolved.Sincerely, [redacted] -***
Complaint: [redacted] I am rejecting this response because:It does not address the fundamental issue Did Expedia communicate the vendor within hours of our arrival? If so, why can't Expedia produce proof? The vendor claimed Expedia never confirmed the reservations within hours of our arrival Additionally, we rented two vehicles as originally intended since we had two unique Itineraries, but the additional rental, Expedia Itinerary # [redacted] , was not reimbursed or addressed.I understand that Expedia has already refunded the amount originally proposed, which does not include the difference for the higher taxes paid due to the difference in cost By now I can tell you my wife and I have collectively spent hours which comes out at $at our current pay rate Sincerely,
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address [redacted] concerns As previously advised, on August 4, Expedia was able to review the customer’s booking session that was made on July 3, The customer selected the Beach House Luxury Club Level Room and completed the reservation with that room type The customer did not select the Royal Estate Two Story One bedroom Beach Butler Villa Suite with Pool at any point during the booking session Expedia can provide the customer with two options: The first option is to change the room type; however, the customer will be responsible for any increase in price The second option, the customer can cancel and receive the refund for the hotel booking The customer can rebook the correct room type at the current rate online Expedia works from a live inventory, prices and or availability will fluctuateThe customer has to cancel the hotel booking before December 22, 2016, if not the reservation will be nonrefundable Expedia considers this matter as closed and will no longer address this matter any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
March 3, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refund On February 23, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint, however she was not available Our records reflect on January 5, 2015, the customer self-book a flight reservation departing August 30, 2015, from New York to Nice, France; returning on September 6, 2015, from Nice, France to New York with Air France The customer is requesting full refund or full credit amount We can confirm on August 15, 2015, the customer contacted Expedia requesting to cancel the flight, and our agent processed the cancelation We can confirm on January 1, 2016, the customer contacted Expedia wanting to rebook the flight using a flight credit Our agent rebooked the flight and advised the customer the flight is not confirmed until it has been ticketed On that same day we sent an email advising the new flight was not confirmed Further research reflects on February 7, 2016, the customer contacted Expedia requesting a refund; the flight credit was expired The agent advised the customer that the credit was expired The customer requested to speak with a supervisor and was transferred to a supervisor The customer advised that they contacted Expedia to rebook their flight using a previous airline credit; however that was not done at the time of the booking The customer is requesting a full refund on the original ticket, or a full flight credit amount The supervisor advised the customer that we will honor the credit amount of $1,334.80; however, the customer declined the offer The customer has contacted Expedia several times, requesting a full refund or the full flight credit, the customer originally paid $2, 669.60, Expedia is excluding the change fee amount of $per person Also we are dividing the credit amount in half; Expedia did advise the customer that the new flight was not confirmed until ticketed At 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 We regret any inconvenience this matter has caused We will honor Ms [redacted] credit for the amount of $1, Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors Each vendor has its own specific set of policies and procedures as does each reservation purchased Air France is the merchant of record and the company that charged the customer’s credit card, we have to abide by the rules and regulationsBased on the fare rules, the ticket is non-refundable, with a change fee of $300.00, plus any fare difference We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Even though expedia says that the money goes directly to the hotel I would like to point out that my credit card statement shows the full amount charged to expedia.comI just have the belief that a company is supposed to stand behind it's service and take care of it's customers It is clear to me that Expedia.com does not do that, and I will be sure to not do any further business with them, as well as make as many people aware as I possibly canSincerely, [redacted]
April 29, Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case# O- *** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the Revdex.com complaint from [redacted] (Revdex.com case number [redacted] ) regarding a vacation package We understand Mr [redacted] is requesting a copy of his itineraryOn April 27, 2015, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaintOur records indicate on April 14, 2015, our agent assisted the customer in booking a vacation package that included a flight and hotel reservation under itinerary (insert the number)Travel is on May 11, 2015, from College Station, TX to Las Vegas, NV, and returning on May 15, Hotel stay is with [redacted] ; also booked on a separate itinerary, [redacted] , roundtrip airport to hotel shuttle for travel on May 11, The customer is stating is has encountered difficulty in receiving his confirmation email of both itinerariesExpedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of the vendors It is never our intent to inconvenience our customers and it is disheartening when our customers feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service availableIn reviewing Mr [redacted] account, we have no record of him contacting us to request a confirmation emailWe have verified his itineraries are linked to his permanent account associated with the email address of [redacted] @aol.com This account was created on April 14, 2015, when the customer booked his package reservationOnce the booking was finalized, a confirmation email would have automatically been sent to this email accountWe apologize for any inconvenience encountered as a result of this matter On April 27, 2015, we contacted Mr [redacted] to confirm the details of his tripAlthough we were not able to confirm why Mr [redacted] did not receive the original booking confirmation in his AOL account, we resent the confirmations and he has confirmed they were received We regret Mr [redacted] experience was not as we would have hopedThe feedback the customer has provided will be helpful in looking at our customer service and gauging our customers' satisfaction and perceptionsFor your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customersWe thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] ***Tier Customer Service
January 29, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you Travelocity is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund We understand from Ms [redacted] complaint that she cancelled her flight reservation due to unsafe conditions in Mexico and claims that Delta Airlines approved to waive the cancellation fees We have been unable to locate an Expedia.com account or itinerary with the information providedIn order to properly research this matter and provide an appropriate response we ask that Ms [redacted] please provide the Expedia.com itinerary number associated with her reservation or the email address used at the time the reservation was made Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, LaToya J [redacted] Corporate Customer Service
September 20, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund requestWe understand Mr [redacted] is requesting a refund On September 20, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate the customer is referring to a resort reservation booked through Expedia.com but no itinerary number is provided in the complaint and were unable to locate the itinerary using the customer’s email address provided Expedia regrets that we are not able to provide a resolution at this time If the customer would respond and provide the itinerary number for this reservation and the email address used when booking we would be happy to look into this matter further, and if approved by the resort, provide the requested refund 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
Complaint: [redacted] I don't appreciate that the company stated I didn't contactthem.The day we arrived at the Radisson Resort,I phoned Expedia, because I specifically stated to the agent we were 4adults and 2children.How can 4grown adults sleep in a room together.Were is the respect for children that accompany us on the trip,a pull out bed wouldn't help were would it for in a tight room like we were so call book for.Im done with this company,will never book with them again and I will share my experience with friends ,family I am rejecting this reisponse because:Sincerely, [redacted]
March 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, 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 June 16, 2016, Ms [redacted] booked a one way Spirit Airlines flight from Los Angeles, California to Chicago, Illinois scheduled for travel on June 23, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative We understand from Ms***’s complaint that after cancelling the flight, she received an email from Expedia advising that she must utilize her airline credit prior to the purchase date during the following yearShe also stated that a rebooking fee would also be due upon rebookingMs [redacted] is requesting that Expedia refund the airfare and eliminate the rebooking fee We located an itinerary with a canceled flight with Spirit Airlines that Ms [redacted] booked on June 16, The airfare was $Spirit Airlines charges a rebooking fee of $As such, Ms [redacted] would be charged $to use her $creditWe understand that he rebooking fee is almost equal to the airfare and it would likely be cheaper to book a new flight Please note that Expedia serves as a third party intermediary the airline; in this case Spirit Airlines is the merchant of record (i.ethe company who charged the customer’s credit card) and as such accepted the funds for the purchaseMs [redacted] will also see the airlines name in the transaction information of her credit card statementAs Spirit Airlines was the merchant of record, they are also the party to set policy regarding their ticketsPlease note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to themRegrettable, the rebooking fee can only be waived by the airline Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
May 5, Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] *Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refund We are unable to contact Ms [redacted] to acknowledge receive of her Revdex.com complaint with the information that she has providedUpon further research, we are unable to locate an Expedia.com account related to Ms [redacted] complaint We respectfully request that Ms [redacted] provide us with the email address used to book the reservation and the itinerary number The requested information will enable us to appropriately address Ms [redacted] concernsWe thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] ***Tier Customer Service
Complaint: [redacted] I am rejecting this response because: The response from Expedia is completely unacceptable First, Expedia should be fully responsible for all the hotel reservations at their websiteIf the reservation is made, but the hotel states that they don't have any information in their system and they can't honor it, Expedia should take full responsibility for itHonestly, I have booked so many hotel reservations in the past and I have never experienced this type of problemTo me, this is the worst experience for hotel reservationI would never use Expedia to book anything in the futureTheir credibility and reputation have completely lost on my side Second, Expedia just ignored the truth I am tellingThey tried to escape from the responsibility they should takeI just wonder what is your feeling when you got rejected after 2-hour driving to the hotel you booked around 10pm at nightThey don't want to have the issue resolved rather than blaming the customer not calling them at late nightWhat a disappointment to their response Third, as one of travel booking websites or companies, Expedia doesn't even meet the customer's minimum need: make things workThis type of mistake is absolutely unforgivable Finally, I just want share my terrible customer experience with ExpediaThink about twice when you decide to make any reservation with ExpediaAs a customer, I will never make any reservation with Expedia in the future, plus I will try to convince my family and friends to avoid Expedia as much as possibleI believe that Expedia will lose more and more business if they keeps treating their customers like this.Sincerely, [redacted] ***
October 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a refund request for hotel charges Our records reflect on September 19, the customer accessed Expedia.com and self-booked itinerary # [redacted] for three rooms at the Vi Vida Hotel, Munich, Germany to check in August 19, and check out August 22, The customer chose the hotel option to include the breakfast buffet in his reservation Expedia serves only as a third party booking intermediary We do not own or operate any travel related services and as such must uphold the terms and conditions set by the vendors who utilize our website to offer their products Pricing and terms are set by those vendors In this case, the Vi Vida Hotel offers different booking options which each include the base price for the hotel, and the option to book with or without the breakfast buffet pre-purchased in the reservation If a customer chooses not to include the breakfast buffet option in their booking, then the taxes and fees portion of the booking is less If the customer chooses the room and “breakfast included” option, then the hotel calculates the price of the breakfast in the additional fees they charge and the buffet is pre-paid Expedia makes every effort to ensure that our customers have a clear understanding of their selections, total price, and of the terms and conditions associated with the travel items they are purchasingWe provide their selection details on several pages review, including the final payment screenThe full price of Mr***’s itinerary was provided prior to his entering his credit card information and finalizing his purchaseAs he agreed to this pricing, at the time of booking, we are unable to offer a partial refund for this itinerary The reservation is currently outside penalty and should Mr [redacted] wish to cancel the itinerary and re-book at current pricing, without the breakfast included, he may still do so without loss of his currently paid fees, provided he does so within the hotel’s stated terms: Cancellation and Change Policy: Refundable Cancellations or changes made after 6:PM local hotel time, Saturday, August 18, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees 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 Corporate Customer Service
October 04, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding a hotel reservationOur records show on September 20th, 2016, Ms [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted] , with a trip start date of October 07, We understand from Ms [redacted] ’s complaint, she believes she was not informed properly regarding a hotel charge plus a depositOur records show the hotel is a Pay Later option on Expedia, which means the hotel is in charge of the amounts being held and or chargedMs [redacted] does mention she contacted both the hotel and Expedia and neither was able to assistMs [redacted] is requesting that the hotel and Expedia provides a more transparent description of the amounts to be held or chargedExpedia’s goal is to provide an exceptional customer experienceAs you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotelsWe are unable to control unforeseen transactions that will be made by a hotel on a Pay Later reservation which is essentially a transaction that would be charged at the hotelAfter giving the matter our full consideration we have been authorized to provide a $Expedia coupon for any future Expedia Special Rate hotel reservations or Expedia packages including flight plus hotelWe have also passed on the information to the required departmentsThis has been documented on the customer’s account and her coupon is available immediatelyThe coupon is available on the customer’s personal account under email address [redacted] @gmail.com The customer may use the coupon when booking online through our site or by phone with an Expedia agentExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience Ms [redacted] has encountered in resolving this matterAs a coupon has been provided, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
January 16, 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 youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding creditUpon receipt of the Revdex.com submission, we have verified this issue was resolved on January 9, Expedia processed the 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 her credit card company processes refunds We apologize for any inconvenience this delay may have causedWe 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
Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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 reservationsAs 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,Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and I am fine with request from Expedia for additional time to resolve the situation.Sincerely, [redacted]
August 8, 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 7, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the customer service issues Our records show on March 2, 2016, Ms [redacted] with the assistance of a sales agent booked an Expedia.com flight and hotel package reservation via booking number [redacted] We understand from Ms [redacted] complaint, reservation was booked incorrectly and after contacting customer service, no assistance was provided Upon researching the customer’s complaint, we can confirm on April 18, 2016, when Ms [redacted] brought this matter to our attention, the package reservation was canceled and a full refund was processed back to the original form of payment Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved, Expedia considers this matter closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Expedia never sent anything they are still dodging there responsibilityMy Credit card USAA is sending them a formal charge dispute along with the attached e-mailThey know fully well no refund has been issued and are trying to get the Revdex.com to not follow up on this complaint.Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Problem resolved.Sincerely, [redacted] -***
Complaint: [redacted] I am rejecting this response because:It does not address the fundamental issue Did Expedia communicate the vendor within hours of our arrival? If so, why can't Expedia produce proof? The vendor claimed Expedia never confirmed the reservations within hours of our arrival Additionally, we rented two vehicles as originally intended since we had two unique Itineraries, but the additional rental, Expedia Itinerary # [redacted] , was not reimbursed or addressed.I understand that Expedia has already refunded the amount originally proposed, which does not include the difference for the higher taxes paid due to the difference in cost By now I can tell you my wife and I have collectively spent hours which comes out at $at our current pay rate Sincerely,