October 22, 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on February 16, 2015, the customer self-booked a flight reservation using Expedia’s website, itinerary [redacted] Travel was with [redacted] Limited from Phoenix, AZ to Chengdu, China, departing on May 20, 2015, and returning on July 15, Due to changes to his travel plan, Ms [redacted] requested a partial refund of his ticketOn May 29, 2015, a refund of $was issued by Expedia, back to the original form of paymentMr [redacted] claims that he did not receive that refund Upon receipt of Mr [redacted] complaint, on October 20, 2015, Expedia re-issued the refund of $200.00, back to the original form of payment, as an offer of good faithThe time it takes a refund to post to the customer’s account depends on how quickly his credit card company processes refunds, generally within 3-business days On October 22, 2015, Expedia contacted Mr [redacted] to advise of the refundWe are currently awaiting the customer to confirm if the refund was received directly with his credit card company/banking institution, and will assist him until the refund is received 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
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 meCredit has been issued to my credit card as promised, but I have not received the Expedia Account Credit as detailed I will contact the Customer Service Number provided on their web page to follow up on this part of the resolution Once this is credited to my account I will confirm the issue closed Below is an excerpt from Expedia's Response: Our case notes show this matter was resolved on July 19, when the customer spoke to an Expedia agent who refunded $back to the customer’s original form of payment The amount of time it takes for the credit to be available in their account depends upon how quickly their bank processes refunds Additionally, as a courtesy, we have provided her 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 her permanent account under [redacted] @comcast.netWe hope Ms [redacted] will allow us the opportunity to improve upon her experience in the future Sincerely, [redacted]
August 21, 2015Revdex.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 from the airlines 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 find that this resolution is satisfactory to me. Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because Expedia is lyingI have attached the print out of the page where 40% ad was shown for a specific location "Chanakyapuri"They did not book my hotel in that locationPlease see the attached fileI am not going to leave this matter like thisThis is FRAUD committed by expediaThey cannot cheat customer like thatI will appreciate my money refunded or else I will be forced to file a law suit and ask for compensation for my time and harassment beside the refund.Sincerely, [redacted] ***
June 23, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe:Expedia Case #: O-***Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret tohear that Mr [redacted] did not accept our response.Our records reflect that one June 3, 2015, we spoke to Mr [redacted] regarding hisprice match requestAt the time it had been four days since Mr [redacted] hadbooked his vacation packageWe advised that we had not received his pricematch request and that we would not be able to honor his requestMr [redacted] escalated to call and was advised to send his screenshot for refund considerationwith no guaranteesWe finally received Mr [redacted] screenshot along with the Revdex.com RebuttalRegrettably,Mr [redacted] screenshot does not include information necessary to make anapple to apples comparisonWe would need to see flight numbers and well asclass of service which is unavailableAs such, we are unable to honor therequest.We thank you for allowing us the opportunity to address the issues that werebrought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: yall cheat your customers You try to get people to buy this useless insurance in case they have to cancel a flight but you don’t say that there’s very few circumstances that warrant this insurance actually working We had to cancel and there’s no way the insurance would’ve covered it We shouldn’t have bought it in the first place but it’s Expedia’s advertising at fault I still want just the insurance portion we paid refunded There’s no accepting your response until this is done Sincerely, [redacted]
August 21, 2015Revdex.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 from the airlines 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
August 18, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Ms [redacted] did not accept our responseIn order to be considered for a price match, customers must submit a screenshot with an identical bookingAll details must match We have further researched Ms***’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to honor Ms***’s request of a refund We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
August 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 attention Thank you for forwarding the Revdex.com consumer rebuttal from Ms [redacted] ***We apologize for the delay in issuing Ms***’s refundThe time it will take the refund to show in Ms***’s account depends on how quickly her credit card company processes refunds, generally within 3-business days We regret Ms***’s experience was not as we would have hoped, and any subsequent inconvenience caused We thank you for allowing us 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, Lidiya N [redacted] Tier Customer Service?
July 24, 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 youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund requestOur records reflect on May 29, the customer accessed Expedia.com and self-booked Itinerary # [redacted] for a stay at the Quality Inn, Kanab, Utah to check in June 25, and checking out June 27, for a total price of $to be collected by the hotel upon completion of bookingThe customer is reporting that, upon arrival at the hotel they were told they did not have a reservationA review of Expedia’s notification system shows the hotel was sent the following room request and receipt of the reservation was confirmed by the hotel’s fax system• MAY 10:AM PDT [redacted] Confirmed [redacted] Reserve • Quality In • E Highway 89, Kanab, UT USA • JUN - JUN • Itinerary Number: [redacted] ( [redacted] ) • Booking ID: [redacted] • Standard Room, Queen Beds, Non Smoking - Advance Purchase Rate We are sorry to learn about the customer’s experience with the Quality Inn HotelAs you may know, Expedia.com acts only as a third-party intermediary for hotel providersIf one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage them to contact us from the hotel if the accommodations are not satisfactory or there is an issue with their reservation, upon arrivalThis enables us to attempt to find a resolution at that timeExpedia shows no record that [redacted] contacted our offices during travel; therefore we were unable to assist with alternate accommodations when they encountered issuesThis was a hotel collect itinerary, meaning the Quality Inn was the merchant of record and would be the party to bill the customerHad they contacted Expedia when they were told by the hotel that they did not have a reservation for them, Expedia’s relocation team would have been able to assist the customer in moving their itinerary to an alternate hotel in the areaAs Expedia acted in good faith by notifying the Quality Inn Hotel of the customer’s booking, Expedia was not notified by the hotel that they would not be able to accommodate the customer, and the customer did not contact Expedia from the hotel when they were not provided with a room, Expedia was not given but opportunity to address this problemTherefore Expedia cannot agree to the customer’s request for compensation in the amount of $As a courtesy, we have provided the customer’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 their accountWe hope they will allow us the opportunity to improve upon their experience in the futureWe 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, Roseanne G [redacted] Tier Customer Service
July 23, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] We regret to hear MrDe [redacted] did not accept our response and/or resolution offered As mentioned in our previous response, Expedia’s Customer Service Department is available hours a day, seven days a week, to assist customers with all inquiries they might have regarding their booking, including cancellation requests We regret MrDe [redacted] experienced difficulties when attempting to cancel his reservation online; however, as a cancellation confirmation page and/or cancellation e-mail were not provided, it was his responsibility to verify that the cancellation was processed prior to the hour cancellation period expiringDue to the information provided above, Expedia is unable to honor Mr [redacted] request for a refund 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?
May 22, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-*** Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] ** We regret [redacted] did not accept our response and/or resolution offeredWhen an Expedia reservation is confirmed an email is immediately sent to the primary email address provided by the customer This serves not only as a verification that the booking is confirmed but it also provides a detailed summarization of the booking details beginning with the dates, number of travelers, destination, length of travel, and any inclusions that were sold with the vacation package [redacted] received the confirmation email that provided the room type, which was the Resort View It did not list the room type as being all-inclusive, nor was the customer charged for an all-inclusive package It also provided a disclaimer which stated “Guests must book the ‘Escape Inclusive’ rate plan to receive All Inclusive benefits during their stay” We regret any inconvenience this matter has caused As the customer has not provided any new information, we stand by our previous decision and will not honor the request for reimbursement of additional expenses incurred We thank 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 usSincerely, [redacted] ***Tier Customer Service
Complaint: [redacted] I am rejecting this response because: even the small fee charged by Expedia was not yet returnedThat is not a "third party" charge Sincerely, [redacted] **
Complaint: [redacted] I am rejecting this response because: the response from Expedia is not quite reasonableIn the response, it is said that "As stated on Expedia.com, Unpublished Rate Hotelsbookings are final and cannot be changed or refundedFurthermore, when booking an unpublished rate hotel, no option is given to select amenities such as room type since the customer will not know the hotel name, the types of room available or amenities offered until after it is booked" It is not true because when I did the booking, it did showed the option for customer to choose as room type ( Smoking/ Nonsmoking , queen bed, king bed, or seperated single beds) Also, it let customers to choose how many people would stay in the roomPlease find the proof - the attached file for the confirm that I got after sucesfully bookingIt did showed I booked all NON-smoking roomsLAstly, the smoking/non-smoking room is just the basic requirement for the guest to choose before making decision to stay or notMoreover, I am a pregnant women ( Please find the attached file for a doctor note) and all the family members were all seniors, kids, and the elderlyI am that risk to book the smoking room for the whole family to get the chance to expose the smokeAlso, the behaviors of Maria ( customer associtate ) and Nicole ( Manager , Employee ID: [redacted] ) were un-professionalAt first, they both tried to blame that I booked Smoking Rooms until I told them I had my confirmation on hand.In fact, I request for the refund because it was not my faultI did know that the policy of booking from the unpublished rate hotel booking are finals / can't refund/ exchangeIn my case, I did not request for any reason that I changed my mind to cancel the bookingI ask for the money back because Expedia did not do as their confirmation for the customerIf the policy is not allowed to refund, in my case I request for the compensation of the equal amount credit.Sincerely, [redacted] ***
July 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear [redacted] did not accept our response We have further researched [redacted] ***’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to honor to [redacted] ***’ request for compensation Without hotel approval, Expedia was unable to cancel the reservation and guarantee a full refundThis was due to the [redacted] Hotel’s cancellation policyWe see no error on the part of Expedia and we cannot honor [redacted] ***’ refund request at this timeThe reservation in question was not canceled by an Expedia representativeWe 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] Tier Customer Service
August 4, 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 May 8, 2016, Mr [redacted] booked combined one-way flights from Charlotte, North Carolina to Boston, MassachusettsWe understand from Mr [redacted] that the return portions of his flights were affected by an airline schedule changeMr [redacted] mentioned that the change affected other aspects of his travel and requested that Expedia process a $refund Upon review, we discovered that the return portion of Mr [redacted] ’s flights were canceled and refunded on July 26, Most airlines request up to two billing cycles for refunds to appear on customers bank statements We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
June 9, 2016 RevDex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] 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. Our records reflect that on March 20, 2016, Mr. [redacted] booked an Expedia Vacation Package which included roundtrip flights from New York, New York, to Punta Cana and a four-night stay at Meliá Caribe Tropical from October 19, 2016, through October 23, 2016. We understand from Mr. [redacted] ’s complaint that his flights were affected by an airline schedule change. Mr. [redacted] stated that he contacted Expedia but, received no assistance. Mr. [redacted] is not interested in a refund. He wants the original flights restored. We apologize for the inconvenience this may have caused. Please be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes. Purchasing flights from Expedia.com does not subject you to additional changes or less accommodating resolutions from the airline. Although the airline has not communicated with Expedia on the reason for this change, often they are the result of the airline changing their schedule due to weather, routing or maintenance needs. If departure time is affected by at least four hours and the alternative options that were presented to Mr. [redacted] are unsatisfactory, Expedia’s only option is to offer a refund. The services provided by Expedia are that of a third party intermediary the airline; in this case Dynamic Airways is the merchant of record (i.e. the company who charged the customer’s credit card) and as such accepted the funds for the purchase. Mr. [redacted] will also see the airlines name in the transaction information of his credit card statement. As Dynamic Airways is the merchant of record, they are also the party to set policy regarding their tickets. As travel is scheduled for October, it is possible for another schedule change to occur. 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, Marlon D [redacted] Tier 3 Customer Service
July 26, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio 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 request We understand Mr [redacted] is inquiring about a Best Price Guarantee offer Our records indicate on July 10, the customer accessed Expedia.com to book a hotel reservation at the [redacted] in Baltimore, Maryland arriving on July 16, and checking out July 17, The customer contacted Expedia on July 13, asking for a refund due to our Best Price Guarantee and was told we would be unable to agree to his request because he had not followed the procedure of submitting a request form online within hours for review At your request, we have reviewed Mr [redacted] case again; however we are still unable to provide a refund for his reservation This request does not meet the terms and conditions set forth in our Best Price Guarantee 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 the original bookingThe lower priced itinerary needs to meet specific requirements to qualifyThe following link to the Expedia Best Price Guarantee Terms and Conditions are provided on the website and can be accessed through the following link, for the customer’s review: [redacted] 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
June 8, 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 hotel reservation We understand Ms [redacted] is requesting a refundOn May 20, 2016, we received the receipt of the Revdex.com complaint Our records reflect on March 27, 2016, the customer self-booked a package reservation for [redacted] and [redacted] , using Expedia.comTravel was on United Airlines, departing May 13, 2016, from Los Angeles, California to Cancun, Mexico; returning on May 17, 2016, from Cancun, Mexico to Los Angeles, CaliforniaThe hotel was at the Grand Oasis Sens-Adults Only-All Inclusive, chedate May 13, 2016, check-out date May 17, The customer is stating once arrived at the hotel had several complaints due to bugs and cleanness of the hotel Upon further researching this matter, we can confirm on May 14, 2016, the customer contacted Expedia, advising the hotel and room is not clean and there were bugs in the hotel Our agent contacted the hotel, who advised there was no complaint found from the customerThe hotel advised Expedia we would need to speak to the main office, however the office was closedOur agent advised the customer, Expedia would need to contact the main office once they were open and would contact the customer back On June 8, 2016, Expedia contacted the hotel on the customer’s behalf; they advised that they found no complaint from the customer during their stayThe hotel advised that the customer did stay at the hotelThe hotel will not authorize the refund for the hotel booking 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 ticket purchasedWe sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernHowever, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customersWe strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesThe customers do have the capability to view hotels reviews online before purchasing the reservation We hope the customer understands, Expedia must adhere to the vendor’s policyWe cannot honor the request for the 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, Delia K [redacted] Tier Customer Service
October 22, 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on February 16, 2015, the customer self-booked a flight reservation using Expedia’s website, itinerary [redacted] Travel was with [redacted] Limited from Phoenix, AZ to Chengdu, China, departing on May 20, 2015, and returning on July 15, Due to changes to his travel plan, Ms [redacted] requested a partial refund of his ticketOn May 29, 2015, a refund of $was issued by Expedia, back to the original form of paymentMr [redacted] claims that he did not receive that refund Upon receipt of Mr [redacted] complaint, on October 20, 2015, Expedia re-issued the refund of $200.00, back to the original form of payment, as an offer of good faithThe time it takes a refund to post to the customer’s account depends on how quickly his credit card company processes refunds, generally within 3-business days On October 22, 2015, Expedia contacted Mr [redacted] to advise of the refundWe are currently awaiting the customer to confirm if the refund was received directly with his credit card company/banking institution, and will assist him until the refund is received 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
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 meCredit has been issued to my credit card as promised, but I have not received the Expedia Account Credit as detailed I will contact the Customer Service Number provided on their web page to follow up on this part of the resolution Once this is credited to my account I will confirm the issue closed Below is an excerpt from Expedia's Response: Our case notes show this matter was resolved on July 19, when the customer spoke to an Expedia agent who refunded $back to the customer’s original form of payment The amount of time it takes for the credit to be available in their account depends upon how quickly their bank processes refunds Additionally, as a courtesy, we have provided her 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 her permanent account under [redacted] @comcast.netWe hope Ms [redacted] will allow us the opportunity to improve upon her experience in the future Sincerely, [redacted]
August 21, 2015Revdex.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 from the airlines 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 find that this resolution is satisfactory to me. Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because Expedia is lyingI have attached the print out of the page where 40% ad was shown for a specific location "Chanakyapuri"They did not book my hotel in that locationPlease see the attached fileI am not going to leave this matter like thisThis is FRAUD committed by expediaThey cannot cheat customer like thatI will appreciate my money refunded or else I will be forced to file a law suit and ask for compensation for my time and harassment beside the refund.Sincerely, [redacted] ***
June 23, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe:Expedia Case #: O-***Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret tohear that Mr [redacted] did not accept our response.Our records reflect that one June 3, 2015, we spoke to Mr [redacted] regarding hisprice match requestAt the time it had been four days since Mr [redacted] hadbooked his vacation packageWe advised that we had not received his pricematch request and that we would not be able to honor his requestMr [redacted] escalated to call and was advised to send his screenshot for refund considerationwith no guaranteesWe finally received Mr [redacted] screenshot along with the Revdex.com RebuttalRegrettably,Mr [redacted] screenshot does not include information necessary to make anapple to apples comparisonWe would need to see flight numbers and well asclass of service which is unavailableAs such, we are unable to honor therequest.We thank you for allowing us the opportunity to address the issues that werebrought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: yall cheat your customers You try to get people to buy this useless insurance in case they have to cancel a flight but you don’t say that there’s very few circumstances that warrant this insurance actually working We had to cancel and there’s no way the insurance would’ve covered it We shouldn’t have bought it in the first place but it’s Expedia’s advertising at fault I still want just the insurance portion we paid refunded There’s no accepting your response until this is done Sincerely, [redacted]
August 21, 2015Revdex.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 from the airlines 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
August 18, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Ms [redacted] did not accept our responseIn order to be considered for a price match, customers must submit a screenshot with an identical bookingAll details must match We have further researched Ms***’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to honor Ms***’s request of a refund We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
August 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 attention Thank you for forwarding the Revdex.com consumer rebuttal from Ms [redacted] ***We apologize for the delay in issuing Ms***’s refundThe time it will take the refund to show in Ms***’s account depends on how quickly her credit card company processes refunds, generally within 3-business days We regret Ms***’s experience was not as we would have hoped, and any subsequent inconvenience caused We thank you for allowing us 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, Lidiya N [redacted] Tier Customer Service?
July 24, 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 youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund requestOur records reflect on May 29, the customer accessed Expedia.com and self-booked Itinerary # [redacted] for a stay at the Quality Inn, Kanab, Utah to check in June 25, and checking out June 27, for a total price of $to be collected by the hotel upon completion of bookingThe customer is reporting that, upon arrival at the hotel they were told they did not have a reservationA review of Expedia’s notification system shows the hotel was sent the following room request and receipt of the reservation was confirmed by the hotel’s fax system• MAY 10:AM PDT [redacted] Confirmed [redacted] Reserve • Quality In • E Highway 89, Kanab, UT USA • JUN - JUN • Itinerary Number: [redacted] ( [redacted] ) • Booking ID: [redacted] • Standard Room, Queen Beds, Non Smoking - Advance Purchase Rate We are sorry to learn about the customer’s experience with the Quality Inn HotelAs you may know, Expedia.com acts only as a third-party intermediary for hotel providersIf one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage them to contact us from the hotel if the accommodations are not satisfactory or there is an issue with their reservation, upon arrivalThis enables us to attempt to find a resolution at that timeExpedia shows no record that [redacted] contacted our offices during travel; therefore we were unable to assist with alternate accommodations when they encountered issuesThis was a hotel collect itinerary, meaning the Quality Inn was the merchant of record and would be the party to bill the customerHad they contacted Expedia when they were told by the hotel that they did not have a reservation for them, Expedia’s relocation team would have been able to assist the customer in moving their itinerary to an alternate hotel in the areaAs Expedia acted in good faith by notifying the Quality Inn Hotel of the customer’s booking, Expedia was not notified by the hotel that they would not be able to accommodate the customer, and the customer did not contact Expedia from the hotel when they were not provided with a room, Expedia was not given but opportunity to address this problemTherefore Expedia cannot agree to the customer’s request for compensation in the amount of $As a courtesy, we have provided the customer’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 their accountWe hope they will allow us the opportunity to improve upon their experience in the futureWe 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, Roseanne G [redacted] Tier Customer Service
July 23, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] We regret to hear MrDe [redacted] did not accept our response and/or resolution offered As mentioned in our previous response, Expedia’s Customer Service Department is available hours a day, seven days a week, to assist customers with all inquiries they might have regarding their booking, including cancellation requests We regret MrDe [redacted] experienced difficulties when attempting to cancel his reservation online; however, as a cancellation confirmation page and/or cancellation e-mail were not provided, it was his responsibility to verify that the cancellation was processed prior to the hour cancellation period expiringDue to the information provided above, Expedia is unable to honor Mr [redacted] request for a refund 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?
May 22, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-*** Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] ** We regret [redacted] did not accept our response and/or resolution offeredWhen an Expedia reservation is confirmed an email is immediately sent to the primary email address provided by the customer This serves not only as a verification that the booking is confirmed but it also provides a detailed summarization of the booking details beginning with the dates, number of travelers, destination, length of travel, and any inclusions that were sold with the vacation package [redacted] received the confirmation email that provided the room type, which was the Resort View It did not list the room type as being all-inclusive, nor was the customer charged for an all-inclusive package It also provided a disclaimer which stated “Guests must book the ‘Escape Inclusive’ rate plan to receive All Inclusive benefits during their stay” We regret any inconvenience this matter has caused As the customer has not provided any new information, we stand by our previous decision and will not honor the request for reimbursement of additional expenses incurred We thank 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 usSincerely, [redacted] ***Tier Customer Service
Complaint: [redacted] I am rejecting this response because: even the small fee charged by Expedia was not yet returnedThat is not a "third party" charge Sincerely, [redacted] **
Complaint: [redacted] I am rejecting this response because: the response from Expedia is not quite reasonableIn the response, it is said that "As stated on Expedia.com, Unpublished Rate Hotelsbookings are final and cannot be changed or refundedFurthermore, when booking an unpublished rate hotel, no option is given to select amenities such as room type since the customer will not know the hotel name, the types of room available or amenities offered until after it is booked" It is not true because when I did the booking, it did showed the option for customer to choose as room type ( Smoking/ Nonsmoking , queen bed, king bed, or seperated single beds) Also, it let customers to choose how many people would stay in the roomPlease find the proof - the attached file for the confirm that I got after sucesfully bookingIt did showed I booked all NON-smoking roomsLAstly, the smoking/non-smoking room is just the basic requirement for the guest to choose before making decision to stay or notMoreover, I am a pregnant women ( Please find the attached file for a doctor note) and all the family members were all seniors, kids, and the elderlyI am that risk to book the smoking room for the whole family to get the chance to expose the smokeAlso, the behaviors of Maria ( customer associtate ) and Nicole ( Manager , Employee ID: [redacted] ) were un-professionalAt first, they both tried to blame that I booked Smoking Rooms until I told them I had my confirmation on hand.In fact, I request for the refund because it was not my faultI did know that the policy of booking from the unpublished rate hotel booking are finals / can't refund/ exchangeIn my case, I did not request for any reason that I changed my mind to cancel the bookingI ask for the money back because Expedia did not do as their confirmation for the customerIf the policy is not allowed to refund, in my case I request for the compensation of the equal amount credit.Sincerely, [redacted] ***
July 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear [redacted] did not accept our response We have further researched [redacted] ***’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to honor to [redacted] ***’ request for compensation Without hotel approval, Expedia was unable to cancel the reservation and guarantee a full refundThis was due to the [redacted] Hotel’s cancellation policyWe see no error on the part of Expedia and we cannot honor [redacted] ***’ refund request at this timeThe reservation in question was not canceled by an Expedia representativeWe 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] Tier Customer Service
August 4, 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 May 8, 2016, Mr [redacted] booked combined one-way flights from Charlotte, North Carolina to Boston, MassachusettsWe understand from Mr [redacted] that the return portions of his flights were affected by an airline schedule changeMr [redacted] mentioned that the change affected other aspects of his travel and requested that Expedia process a $refund Upon review, we discovered that the return portion of Mr [redacted] ’s flights were canceled and refunded on July 26, Most airlines request up to two billing cycles for refunds to appear on customers bank statements We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
June 9, 2016 RevDex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] 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. Our records reflect that on March 20, 2016, Mr. [redacted] booked an Expedia Vacation Package which included roundtrip flights from New York, New York, to Punta Cana and a four-night stay at Meliá Caribe Tropical from October 19, 2016, through October 23, 2016. We understand from Mr. [redacted] ’s complaint that his flights were affected by an airline schedule change. Mr. [redacted] stated that he contacted Expedia but, received no assistance. Mr. [redacted] is not interested in a refund. He wants the original flights restored. We apologize for the inconvenience this may have caused. Please be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes. Purchasing flights from Expedia.com does not subject you to additional changes or less accommodating resolutions from the airline. Although the airline has not communicated with Expedia on the reason for this change, often they are the result of the airline changing their schedule due to weather, routing or maintenance needs. If departure time is affected by at least four hours and the alternative options that were presented to Mr. [redacted] are unsatisfactory, Expedia’s only option is to offer a refund. The services provided by Expedia are that of a third party intermediary the airline; in this case Dynamic Airways is the merchant of record (i.e. the company who charged the customer’s credit card) and as such accepted the funds for the purchase. Mr. [redacted] will also see the airlines name in the transaction information of his credit card statement. As Dynamic Airways is the merchant of record, they are also the party to set policy regarding their tickets. As travel is scheduled for October, it is possible for another schedule change to occur. 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, Marlon D [redacted] Tier 3 Customer Service
July 26, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio 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 request We understand Mr [redacted] is inquiring about a Best Price Guarantee offer Our records indicate on July 10, the customer accessed Expedia.com to book a hotel reservation at the [redacted] in Baltimore, Maryland arriving on July 16, and checking out July 17, The customer contacted Expedia on July 13, asking for a refund due to our Best Price Guarantee and was told we would be unable to agree to his request because he had not followed the procedure of submitting a request form online within hours for review At your request, we have reviewed Mr [redacted] case again; however we are still unable to provide a refund for his reservation This request does not meet the terms and conditions set forth in our Best Price Guarantee 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 the original bookingThe lower priced itinerary needs to meet specific requirements to qualifyThe following link to the Expedia Best Price Guarantee Terms and Conditions are provided on the website and can be accessed through the following link, for the customer’s review: [redacted] 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
June 8, 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 hotel reservation We understand Ms [redacted] is requesting a refundOn May 20, 2016, we received the receipt of the Revdex.com complaint Our records reflect on March 27, 2016, the customer self-booked a package reservation for [redacted] and [redacted] , using Expedia.comTravel was on United Airlines, departing May 13, 2016, from Los Angeles, California to Cancun, Mexico; returning on May 17, 2016, from Cancun, Mexico to Los Angeles, CaliforniaThe hotel was at the Grand Oasis Sens-Adults Only-All Inclusive, chedate May 13, 2016, check-out date May 17, The customer is stating once arrived at the hotel had several complaints due to bugs and cleanness of the hotel Upon further researching this matter, we can confirm on May 14, 2016, the customer contacted Expedia, advising the hotel and room is not clean and there were bugs in the hotel Our agent contacted the hotel, who advised there was no complaint found from the customerThe hotel advised Expedia we would need to speak to the main office, however the office was closedOur agent advised the customer, Expedia would need to contact the main office once they were open and would contact the customer back On June 8, 2016, Expedia contacted the hotel on the customer’s behalf; they advised that they found no complaint from the customer during their stayThe hotel advised that the customer did stay at the hotelThe hotel will not authorize the refund for the hotel booking 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 ticket purchasedWe sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernHowever, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customersWe strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesThe customers do have the capability to view hotels reviews online before purchasing the reservation We hope the customer understands, Expedia must adhere to the vendor’s policyWe cannot honor the request for the 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, Delia K [redacted] Tier Customer Service