October 12, 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 [redacted] is requesting a refundOn October 7, 2016, we received receipt of the Revdex.com complaint Our records reflect on June 21, 2016, the customer self-booked a package reservation for [redacted] and [redacted] Travel was on [redacted] Airlines, departing September 3, 2016, from Newark, New Jersey to Dublin, Ireland with [redacted] Airlines; returning on September 8, 2016, from Dublin, Ireland to Newark, New with [redacted] AirlinesThe package includes a hotel stay at the Sanymount HotelThe package includes the Vacation WaiverThe customer is stating while on their trip [redacted] Airlines lost the customer luggageThe customer is stating that the airline has not refunded the customer for the luggage Upon further researching this matter, we have no record the customer contacted Expedia regarding this issue On October 12, 2016, Expedia contacted [redacted] Airlines on the customer’s behalf; they advised if the customer has already submitted a claim with themThe customer would need to contact [redacted] directly for the status of the claimThe customer can submit a refund request via the airline website; the customer must add all the documentation regarding the claim We 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 customers Expedia 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 Sincerely, Delia K [redacted] Tier Customer Service
October 25, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire 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 October 13, 2016, Ms [redacted] self-booked a hotel reservation for five rooms via booking number [redacted] , with a chedate as October 27, for a total of $1,We understand from Ms***’s complaint, it was not clearly indicated that she could not modify the reservation and after trying to contact customer support she has not been able to reach anyoneThe customer is requesting the ability to modify the reservation Upon researching the customer’s complaint, we can confirm via the actual booking path Ms [redacted] was given the hotel’s cancelation policy that stated the reservation was non-refundableThe customer proceeded to the trip summary page where it again stated if reservation were to be changed, no payment would be refunded plus a link to review the hotel’s change and cancelation policy was provided before payment could be made Expedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provide selection details and the room type cancelation policy on several pages as well as the terms and conditions of each rate we offerBased on the information provided above, we are unable to honor Ms***’s change request 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
November 29, 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 November 17, Mr [redacted] booked a roundtrip flight from Minot, North Dakota to Houston, Texas departing November 22, 2016, and returning on November 25, Mr [redacted] also purchased travel insurance We understand from Mr [redacted] ’s complaint that he needed to change his outbound flight to November 21, 2016, due to a car accidentAccording to his complaint, Mr [redacted] he contacted Expedia to change his flightHe paid the $rebooking fee with the understanding that he would receive a $refund because of the insurance Mr [redacted] says that he was later told that he would not receive a refund for the $rebooking feeHe is requesting that we now process the refund Upon our research of Mr [redacted] ’s complaint, we discovered that on November 27, 2016, a refund of $was processed to the original form of paymentRefunds like this usually take between 3-business days to post 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
Complaint: [redacted] I am rejecting this response because: I have attached what was explained on expedia websiteI was allowed TWO baggages leaving my HOME (Canada) to go on vacation to a foreign countrySince I was with in my appropriate allowance It was unnecessary for me to call the airline to get if there were any extra feesIt makes perfect sense that I would be returning with the same baggages allowanceHowever if I were leaving with ONE baggage and returing with TWO I would have contacted the airlineI believe that Expedia should have specified that allowance of each flight if such changes occur or at least warn their consumerThis was misleading and very stressful experience Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Expedia needs to hire qualified people who can understand what the customer is sayingI will repeat it again what I wrote in my original complaint: I had to change the flight because of Expedia's failure to resolve the issue promptly in Feb 2015, when I received the schedule change notifications and called Expedia multiple times and was assured that everything is OKHad a corrective action been taken, none of these would have happened Furthermore, I have been an Expedia customer for a long time and I wrote them about this issue initially but they NEVER respondedThis is what a shady business does Sincerely, [redacted] ***
June 1, Revdex.com Alaska, Oregon, & Western Washington Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting compensationOn May 28, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 11, 2017, the customer self-booked a pay later reservation at the Furnished Suites in South Loop Chicago with a chedate June 2, 2017, and with a check-out date of June 5, 2017, via itinerary number [redacted] The customer is stating that the reservation was canceled; however Expedia did not notify the customerThe customer is stating that Expedia rebooked the customer; however Expedia did not book the correct number of rooms Upon further researching this matter, we can confirm on May 26, 2017, the customer contacted Expedia advising that the hotel had processed the refund for the reservationThe customer advised that the hotel advised them that the reservation requires a night stayExpedia offered to book the customer another hotel, the customer agreed Expedia assisted the customer book at the Inn of Chicago with a chedate June 2, 2017, and with a check-out date of June 5, 2017, via itinerary number [redacted] In reviewing the account the original reservation for the Furnished Suites the original room type was an apartment with bedrooms and the reservation for the Inn of Chicago the room type was a traditional double beds On May 26, 2017, Expedia process a refund in the amount of $and on May 30, in the amount of $2,back to the original form of paymentThe time it takes for the refund such as this to appear on the card depends upon the time it takes the credit card company to process refunds, typically 3-business days Expedia found no current hotel reservations for the customer and request that the customer submit a receipt for the new hotel that was bookedThe customer can submit the information via the Revdex.com link We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
April 19, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a refundUpon receipt of the Revdex.com submission, we have verified that it appears this issue was previously resolvedOn October 25, 2016, Expedia processed two refunds; one in the amount of $which reflects the $exchange fee (which had been charged to the customer) and the other in the amount of $216.00, which reflects the remaining balance of the exchanged ticketBoth were processed back to the customer’s original form of payment ( Visa ending XXXX -5212)The time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refundsHowever, If the customer’s issue is still unresolved, he may kindly respond and Expedia will be able to assist furtherIn addition, Expedia apologizes for the dissatisfaction that the customer experienced with our serviceComments like his help us improve agent training and the quality of service we provideWe 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
January 27, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand the customer is requesting cancellation and refund of a vacation packageOn January 27, we contacted the customer to acknowledge receipt of their Revdex.com Our records indicate on January 6, the customer accessed Expeida.com and booked itinerary [redacted] with round trip flights from [redacted] , [redacted] to [redacted] ***, [redacted] leaving February 14, and returning February 18, The itinerary includes a stay at [redacted] Marien - All Inclusive resorts with corresponding dates The customer is requesting cancellation and a full refund due to health concerns, regarding her pregnancy and the Sika Virus On January 27, we spoke with American Airlines to ask their policy on cancellations and refunds due to health concerns They have provided the information that at this time The [redacted] is not considered a Sika Virus affected country, so cancellation with full refund is not currently provided for this destination They have advised that the $per ticket penalty would be in effect, if the customer chooses to cancel or reschedule However, they do have a review department where the customer can submit proof of pregnancy, and doctors’ orders to avoid travel, and they will consider each case submitted on an individual basis The customer can submit their request online to Prefunds.AA.Com with all information and American Airlines will consider their request Expedia.com serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners At this time, no cancellation or refund for any part of the customer’s itinerary has been processed If the customer does wish for Expedia to cancel or reschedule their itinerary they should contact us at 1-800-EXPEDIA (1-800-397-3342)Our agents are available hours a day, seven days a week 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 Department Re: Expedia Case #: O- [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 response and/or resolution offered The account was created on November 11, 2016, and it has been deactivated We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because while on the phone with a representative I was able to look online for consecutive days that the price was what I submitted the next day I then sent another snap shot of the same exact flight with the same exact price difference I was again told that flight was bit available but his could that be if I was looking right at it as I'm explaining to the customer service rep? I have proof of the snap shop the day I submitted the claim and the following days which proved that the price difference was there avail for me to purchaseI would like Expedia corpTo review my emails again and further resolve this unfair practice of showing one price online and another while in the phone with customer service representativesSincerely, [redacted] ***
November 10, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Mrs [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on March 19, 2015, Mrs [redacted] self-booked a flight reservation for two travelers using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Detroit, MI to San Juan, Puerto Rico, departing on September 13, 2015, and returning on September 20, We understand Mrs [redacted] is requesting compensation for the inconvenience caused by the airline initiated schedule changes affecting her itinerary We have verified that on March 22, 2015, [redacted] changed the departure time of Mrs [redacted] outbound flight from 9:AM to 6:AMUpon receipt of this schedule change, Expedia sent an e-mail to the e-mail address associated with the booking, notifying Mrs [redacted] of the change From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when, or how often, airline initiated schedule changes occurWe cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airlines can make changes to flightsThese changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell Expedia why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues While we regret Mrs [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, as it is the travelers’ responsibility to verify their flight details with the airline within 48-hours of travel, and arrive and chefor their flight in an adequate amount of time prior to their scheduled departure, Expedia is unable to honor the customer’s request for compensation 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]
June 23, Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-***Itinerary# [redacted] *** Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to addressthe comments and concerns which have been brought to our attention Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia, Incisresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted] )regarding a refund request Weunderstand Mr [redacted] is requesting a refund of additional charges levied by theairlines for his infant daughterOn June 23, we contacted the customerto acknowledge receipt of their Revdex.com complaint.`Our records indicateon April 3, the customer accessed Expedia.com and made a packagereservation for flights and resort reservations departing from Kansas City,Missouri on May 15, 2015, staying at the [redacted] ***in Puerto Aventuras, Cancun and returning on May 16, to Kansas City,Missouri Mr [redacted] is reportingthat while his itinerary charges show all taxes and fees were included, hisinfant daughter, who was listed on the itinerary and was to fly free in aparents lap, was charged an additional $at the airport for taxes andfees Expedia made several attempts toadvocate with [redacted] on the customer’s behalf, but they have not agreed torefund the additional cost Expedia regrets anyinconvenience this issue has caused our valued customer As a goodwill gesture, on June 23, 2015Expedia has processed a refund of $back to the customer’s original formof payment The time it takes for thiscredit to be available in his account depends upon how quickly his bankprocesses refunds We thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] ***Tier CustomerService
November 2, 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 Ms [redacted] (Revdex.com case number [redacted] ) regarding a request or use of a past flight credit Our records reflect on March Ms [redacted] booked Itinerary # [redacted] for two round trip flights from Jacksonville , FL to New York, NY on Delta Airlines departing June 7, and returning June 11, On May 3, Ms [redacted] contacted Expedia by email asking the following: “Is there anyway to purchase travel insurance or cancel tickets I purchased without penalty?” On May 4, Expedia responded by email with the following information · “Thank you for contacting us about purchasing a travel insurance and cancelling your reservation without penalty for your flight reservation with Delta Airlines Insurance must be purchased during the booking process and cannot be added after purchase, except for the car rental Meanwhile, we checked our records and found out that your flight reservation is no longer qualified for a courtesy cancellation wherein you will not be penalized In addition, the rules and restrictions that Delta Airlines has associated with your ticket indicate that no refunds are permitted, and the value of this ticket cannot be used for a future flightIf I continue, you will lose the value of this ticket.” Ms [redacted] has contacted Expedia several times since asking that we refund her for the unused ticket Expedia has explained that Delta Airlines is the merchant of record who billed the customer and as a booking intermediary; Expedia has no ability to change the airlines rules that were in effect for the tickets purchased The customer has been told that the tickets are a lost value as they were non-refundable and non-changeable when purchased Any credit for unused flights, when there is a retained credit, is held by the airlines In this case, the flight’s Ms [redacted] booked did not allow for any change or cancellation so Delta has stated there is no residual credit to apply to a new booking Expedia regrets that we are not able to provide the refund or flight credit the customer is requesting, but we did make clear the fare rules of her flights, in our May 4, correspondence, while she still had time to use the tickets 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
Revdex.com: I finally received a refund from U-Save therefore this issue has been resolved.However, I will say that I am still not happy with Expedia and do not consider them a trustworthy companyI do not believe that I would have received this refund if I hadn't followed up with Revdex.com and with my bankWhen I was fighting the charge on my own, they did not help me.Thanks,***
June 16, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request Our records reflect on January 23, Mr [redacted] contacted Expedia.com and booked itinerary # [redacted] for round trip flights for six people departing on May 14, from Cincinnati, Ohio to Cancun, Mexico returning on May 20, The itinerary also included three rooms at the [redacted] for corresponding dates The customer is reporting he requested the three rooms be suites with swim up pools but the rooms booked were ocean front but not swim up accommodations He feels he paid for that option and is asking for a partial refund As he has mentioned, our information shows he has spoken with several levels of customer service at Expedia and on June 10, an email, with the final research decision, was sent to the customer While Expedia does record random calls, not all calls can be captured Our corporate research agents attempted to locate this booking call and regrettably it was not recorded However, the resort was contacted and they confirmed the rooms they provided were what was booked and also what was paid for They confirmed the swim up rooms are priced at a higher cost than the customer paid The itinerary was emailed to the customer immediately upon finalization of the booking and the room description on the itinerary shows: Room description: Excellence Club Jr Suite OCF - Adults Only, All inclusive Includes: All-Inclusive, Free Wireless Internet, Free Valet Parking Nonsmoking/Smoking: Non-Smoking Room type: KING BED The itinerary room type does not show it to be “swim up” The customer had ample time to review his itinerary, and contact Expedia regarding the room type not being as he wanted, so it could be corrected However there is no indication any contact was made pre-travel Had he called to request the room type be changed, he would have been charged the increase in price between the regular suite booked and the swim up suite, if he had wanted to make that change The cost of the swim up rooms would have been higher than he was charged for this reservation, at booking, which was confirmed by our site pricing and also in conversation with the resort The customer did receive and stay in the rooms he paid for While we regret the customer feels he did not get the room type he requested, there was no over-charge as he was not charged for swim up rooms Therefore, as he has been informed in the email sent on June 10, 2016, Expedia cannot agree to his request for a refund in the amount of $as he was not overcharged in this amount Also of note, an Expedia agent did offer Mr [redacted] a future travel voucher in the amount of $for his inconvenience, however he refused the coupon 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
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 8, 2016, Ms [redacted] booked a roundtrip flight from San Francisco, California to Denver, Colorado departing on June 16, 2016, and returning on June 17, According to Ms [redacted] ’s complaint, she later discovered that she needed to travel one day only; June 17, As such, she contacted Expedia with a request to cancel her original flight and book a new flight that departed and returned on June 17, Ms [redacted] states that on June 16, 2016, she received an email informing her that her return flight for the original booking had been canceled as she’d missed her outbound flightMs [redacted] is requesting a refund of $to cost of the original bookingShe stated that the original booking was to be canceled and refunded on June 8, We have reviewed Ms [redacted] ’s complaint and confirmed that she booked a flight for ravel on June 17, 2016, to replace her original booking that was scheduled for travel June 16, 2016, through June 17, As a result, we have processed a refund in the amount of $368.20, to the original form of paymentWe regret any inconvenience related to this matterWe 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
January 13, 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 hotel promotion that she did not receive Our records reflect on August 7, [redacted] accessed Expedia.com and booked a package reservation for flights departing Seattle, WA on December 12, for Las Vegas, NV, returing December 17, The booking also included a stay at the Bellagio Hotel and a rental car through Alamo Rentals for corresponding dates We have confirmed at the time of [redacted] reserved her stay, the Bellagio Hotel was offering the free buffets for two people per day We regret the Bellagio did not honor the promotion they placed on Expedia.com If [redacted] will kindly respond to this message, sending a copy of her receipt showing what she was charged and paid for the buffet meals during her stay, we will speak with the Bellagio and request that they approve a refund for that amount, as this is their sponsored promotion If the Bellagio will not correct the mistake, as a courtesy, Expedia will make the refund from our company Once we receive the buffet charge receipt, we will respond to the Revdex.com with the resolution 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
Complaint: [redacted] I am rejecting this response because:Expedia's response didn't answer my previous message regarding listing inaccurate cancellation policies during booking process. At the product listing page, Expedia display that "Free Cancellation" in bold font, and also explained that "You can cancel free of charge up until the cancellation window, Cancellations or changes made after Feb 25 or no-shows are subject to a hotel fee equal to the first night's rate plus taxes and fees." As shown in the attached screenshot for your reference. I request the cancel before Feb 25, refer to Expedia previous message. However, only at the very end of process and in a much smaller print shows another cancel polices. Use of the term "Free" in the context of cancellation is therefore clearly not accurate, or at least should be clearly qualified at the point at which is displayed prominently. Again, as I stated in my original complaint,I would not have made the booking if it had been made clear to me at the time that cancellation was subject to a charge. That's why I request full refund as Expedia advertised. On this basis, I feel that the Expedia booking flow was deceptive and misleading. Sincerely, [redacted] ***
November 26, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentDear 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 case number [redacted] ) regarding a flight reservation.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.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,Hayden J [redacted] Corporate Customer Service
May 26, 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 package reservation We understand Mr [redacted] is requesting a refund On May 10, 2016, we received receipt of the Revdex.com complaint Our records reflect on March 3, 2016, the customer self-booked a package reservation, using Expedia.com Travel was on United Airlines, departing May 7, 2016, from Newark, New Jersey to San Juan, Puerto Rico; returning on May 21, 2016, from San Juan, Puerto Rico to Newark, New Jersey The reservation included a car rental with Hertz, pidate May 7, 2016, check-out May 21, The reservations also included travel protection for the flight and car rental insurance The customer is stating, Hertz rental car did not honor the Expedia car rental insurance and has requested the refund; however, has not been refunded Upon further researching this matter, we can confirm on May 9, 2016, the customer contacted Expedia, advising, Hertz did not honor the Expedia car rental insurance Our agent contacted the vendor; however, our agent was not able to speak to anyone Our agent advised the customer, we would need to speak with the vendor to confirm the information Our agent advised the customer, once we contact the vendor; Expedia would contact the customer The customer understood On May 10, 2016, the customer contacted Expedia advising, Hertz did not honor the rental insurance Our agent contacted the vendor, they advised the customer did take the extra insurance; however, they did not decline the Expedia insurance While our agent was speaking with Hertz, the customer was no longer on the line Our agent was not able to contact the customer On the same day, the customer contacted Expedia, advising, they have contacted us several times in regards to the refund; however, has not been refunded Our agent advised the customer of the policy with the rental insurance No further action was taken On May 26, 2016, Expedia contacted Hertz on the customer’s behalf, they advised, Hertz did not decline the Expedia rental insurance Hertz advised that the customer took the extra insurance they had offered 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 Since Hertz did not decline the rental insurance, we hope the customer understands, Expedia 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 12, 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 [redacted] is requesting a refundOn October 7, 2016, we received receipt of the Revdex.com complaint Our records reflect on June 21, 2016, the customer self-booked a package reservation for [redacted] and [redacted] Travel was on [redacted] Airlines, departing September 3, 2016, from Newark, New Jersey to Dublin, Ireland with [redacted] Airlines; returning on September 8, 2016, from Dublin, Ireland to Newark, New with [redacted] AirlinesThe package includes a hotel stay at the Sanymount HotelThe package includes the Vacation WaiverThe customer is stating while on their trip [redacted] Airlines lost the customer luggageThe customer is stating that the airline has not refunded the customer for the luggage Upon further researching this matter, we have no record the customer contacted Expedia regarding this issue On October 12, 2016, Expedia contacted [redacted] Airlines on the customer’s behalf; they advised if the customer has already submitted a claim with themThe customer would need to contact [redacted] directly for the status of the claimThe customer can submit a refund request via the airline website; the customer must add all the documentation regarding the claim We 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 customers Expedia 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 Sincerely, Delia K [redacted] Tier Customer Service
October 25, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire 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 October 13, 2016, Ms [redacted] self-booked a hotel reservation for five rooms via booking number [redacted] , with a chedate as October 27, for a total of $1,We understand from Ms***’s complaint, it was not clearly indicated that she could not modify the reservation and after trying to contact customer support she has not been able to reach anyoneThe customer is requesting the ability to modify the reservation Upon researching the customer’s complaint, we can confirm via the actual booking path Ms [redacted] was given the hotel’s cancelation policy that stated the reservation was non-refundableThe customer proceeded to the trip summary page where it again stated if reservation were to be changed, no payment would be refunded plus a link to review the hotel’s change and cancelation policy was provided before payment could be made Expedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provide selection details and the room type cancelation policy on several pages as well as the terms and conditions of each rate we offerBased on the information provided above, we are unable to honor Ms***’s change request 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
November 29, 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 November 17, Mr [redacted] booked a roundtrip flight from Minot, North Dakota to Houston, Texas departing November 22, 2016, and returning on November 25, Mr [redacted] also purchased travel insurance We understand from Mr [redacted] ’s complaint that he needed to change his outbound flight to November 21, 2016, due to a car accidentAccording to his complaint, Mr [redacted] he contacted Expedia to change his flightHe paid the $rebooking fee with the understanding that he would receive a $refund because of the insurance Mr [redacted] says that he was later told that he would not receive a refund for the $rebooking feeHe is requesting that we now process the refund Upon our research of Mr [redacted] ’s complaint, we discovered that on November 27, 2016, a refund of $was processed to the original form of paymentRefunds like this usually take between 3-business days to post 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
Complaint: [redacted] I am rejecting this response because: I have attached what was explained on expedia websiteI was allowed TWO baggages leaving my HOME (Canada) to go on vacation to a foreign countrySince I was with in my appropriate allowance It was unnecessary for me to call the airline to get if there were any extra feesIt makes perfect sense that I would be returning with the same baggages allowanceHowever if I were leaving with ONE baggage and returing with TWO I would have contacted the airlineI believe that Expedia should have specified that allowance of each flight if such changes occur or at least warn their consumerThis was misleading and very stressful experience Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Expedia needs to hire qualified people who can understand what the customer is sayingI will repeat it again what I wrote in my original complaint: I had to change the flight because of Expedia's failure to resolve the issue promptly in Feb 2015, when I received the schedule change notifications and called Expedia multiple times and was assured that everything is OKHad a corrective action been taken, none of these would have happened Furthermore, I have been an Expedia customer for a long time and I wrote them about this issue initially but they NEVER respondedThis is what a shady business does Sincerely, [redacted] ***
June 1, Revdex.com Alaska, Oregon, & Western Washington Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting compensationOn May 28, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 11, 2017, the customer self-booked a pay later reservation at the Furnished Suites in South Loop Chicago with a chedate June 2, 2017, and with a check-out date of June 5, 2017, via itinerary number [redacted] The customer is stating that the reservation was canceled; however Expedia did not notify the customerThe customer is stating that Expedia rebooked the customer; however Expedia did not book the correct number of rooms Upon further researching this matter, we can confirm on May 26, 2017, the customer contacted Expedia advising that the hotel had processed the refund for the reservationThe customer advised that the hotel advised them that the reservation requires a night stayExpedia offered to book the customer another hotel, the customer agreed Expedia assisted the customer book at the Inn of Chicago with a chedate June 2, 2017, and with a check-out date of June 5, 2017, via itinerary number [redacted] In reviewing the account the original reservation for the Furnished Suites the original room type was an apartment with bedrooms and the reservation for the Inn of Chicago the room type was a traditional double beds On May 26, 2017, Expedia process a refund in the amount of $and on May 30, in the amount of $2,back to the original form of paymentThe time it takes for the refund such as this to appear on the card depends upon the time it takes the credit card company to process refunds, typically 3-business days Expedia found no current hotel reservations for the customer and request that the customer submit a receipt for the new hotel that was bookedThe customer can submit the information via the Revdex.com link We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
April 19, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a refundUpon receipt of the Revdex.com submission, we have verified that it appears this issue was previously resolvedOn October 25, 2016, Expedia processed two refunds; one in the amount of $which reflects the $exchange fee (which had been charged to the customer) and the other in the amount of $216.00, which reflects the remaining balance of the exchanged ticketBoth were processed back to the customer’s original form of payment ( Visa ending XXXX -5212)The time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refundsHowever, If the customer’s issue is still unresolved, he may kindly respond and Expedia will be able to assist furtherIn addition, Expedia apologizes for the dissatisfaction that the customer experienced with our serviceComments like his help us improve agent training and the quality of service we provideWe 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
January 27, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand the customer is requesting cancellation and refund of a vacation packageOn January 27, we contacted the customer to acknowledge receipt of their Revdex.com Our records indicate on January 6, the customer accessed Expeida.com and booked itinerary [redacted] with round trip flights from [redacted] , [redacted] to [redacted] ***, [redacted] leaving February 14, and returning February 18, The itinerary includes a stay at [redacted] Marien - All Inclusive resorts with corresponding dates The customer is requesting cancellation and a full refund due to health concerns, regarding her pregnancy and the Sika Virus On January 27, we spoke with American Airlines to ask their policy on cancellations and refunds due to health concerns They have provided the information that at this time The [redacted] is not considered a Sika Virus affected country, so cancellation with full refund is not currently provided for this destination They have advised that the $per ticket penalty would be in effect, if the customer chooses to cancel or reschedule However, they do have a review department where the customer can submit proof of pregnancy, and doctors’ orders to avoid travel, and they will consider each case submitted on an individual basis The customer can submit their request online to Prefunds.AA.Com with all information and American Airlines will consider their request Expedia.com serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners At this time, no cancellation or refund for any part of the customer’s itinerary has been processed If the customer does wish for Expedia to cancel or reschedule their itinerary they should contact us at 1-800-EXPEDIA (1-800-397-3342)Our agents are available hours a day, seven days a week 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 Department Re: Expedia Case #: O- [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 response and/or resolution offered The account was created on November 11, 2016, and it has been deactivated We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because while on the phone with a representative I was able to look online for consecutive days that the price was what I submitted the next day I then sent another snap shot of the same exact flight with the same exact price difference I was again told that flight was bit available but his could that be if I was looking right at it as I'm explaining to the customer service rep? I have proof of the snap shop the day I submitted the claim and the following days which proved that the price difference was there avail for me to purchaseI would like Expedia corpTo review my emails again and further resolve this unfair practice of showing one price online and another while in the phone with customer service representativesSincerely, [redacted] ***
November 10, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Mrs [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on March 19, 2015, Mrs [redacted] self-booked a flight reservation for two travelers using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Detroit, MI to San Juan, Puerto Rico, departing on September 13, 2015, and returning on September 20, We understand Mrs [redacted] is requesting compensation for the inconvenience caused by the airline initiated schedule changes affecting her itinerary We have verified that on March 22, 2015, [redacted] changed the departure time of Mrs [redacted] outbound flight from 9:AM to 6:AMUpon receipt of this schedule change, Expedia sent an e-mail to the e-mail address associated with the booking, notifying Mrs [redacted] of the change From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when, or how often, airline initiated schedule changes occurWe cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airlines can make changes to flightsThese changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell Expedia why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues While we regret Mrs [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, as it is the travelers’ responsibility to verify their flight details with the airline within 48-hours of travel, and arrive and chefor their flight in an adequate amount of time prior to their scheduled departure, Expedia is unable to honor the customer’s request for compensation 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]
June 23, Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-***Itinerary# [redacted] *** Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to addressthe comments and concerns which have been brought to our attention Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia, Incisresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted] )regarding a refund request Weunderstand Mr [redacted] is requesting a refund of additional charges levied by theairlines for his infant daughterOn June 23, we contacted the customerto acknowledge receipt of their Revdex.com complaint.`Our records indicateon April 3, the customer accessed Expedia.com and made a packagereservation for flights and resort reservations departing from Kansas City,Missouri on May 15, 2015, staying at the [redacted] ***in Puerto Aventuras, Cancun and returning on May 16, to Kansas City,Missouri Mr [redacted] is reportingthat while his itinerary charges show all taxes and fees were included, hisinfant daughter, who was listed on the itinerary and was to fly free in aparents lap, was charged an additional $at the airport for taxes andfees Expedia made several attempts toadvocate with [redacted] on the customer’s behalf, but they have not agreed torefund the additional cost Expedia regrets anyinconvenience this issue has caused our valued customer As a goodwill gesture, on June 23, 2015Expedia has processed a refund of $back to the customer’s original formof payment The time it takes for thiscredit to be available in his account depends upon how quickly his bankprocesses refunds We thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] ***Tier CustomerService
November 2, 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 Ms [redacted] (Revdex.com case number [redacted] ) regarding a request or use of a past flight credit Our records reflect on March Ms [redacted] booked Itinerary # [redacted] for two round trip flights from Jacksonville , FL to New York, NY on Delta Airlines departing June 7, and returning June 11, On May 3, Ms [redacted] contacted Expedia by email asking the following: “Is there anyway to purchase travel insurance or cancel tickets I purchased without penalty?” On May 4, Expedia responded by email with the following information · “Thank you for contacting us about purchasing a travel insurance and cancelling your reservation without penalty for your flight reservation with Delta Airlines Insurance must be purchased during the booking process and cannot be added after purchase, except for the car rental Meanwhile, we checked our records and found out that your flight reservation is no longer qualified for a courtesy cancellation wherein you will not be penalized In addition, the rules and restrictions that Delta Airlines has associated with your ticket indicate that no refunds are permitted, and the value of this ticket cannot be used for a future flightIf I continue, you will lose the value of this ticket.” Ms [redacted] has contacted Expedia several times since asking that we refund her for the unused ticket Expedia has explained that Delta Airlines is the merchant of record who billed the customer and as a booking intermediary; Expedia has no ability to change the airlines rules that were in effect for the tickets purchased The customer has been told that the tickets are a lost value as they were non-refundable and non-changeable when purchased Any credit for unused flights, when there is a retained credit, is held by the airlines In this case, the flight’s Ms [redacted] booked did not allow for any change or cancellation so Delta has stated there is no residual credit to apply to a new booking Expedia regrets that we are not able to provide the refund or flight credit the customer is requesting, but we did make clear the fare rules of her flights, in our May 4, correspondence, while she still had time to use the tickets 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
Revdex.com: I finally received a refund from U-Save therefore this issue has been resolved.However, I will say that I am still not happy with Expedia and do not consider them a trustworthy companyI do not believe that I would have received this refund if I hadn't followed up with Revdex.com and with my bankWhen I was fighting the charge on my own, they did not help me.Thanks,***
June 16, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request Our records reflect on January 23, Mr [redacted] contacted Expedia.com and booked itinerary # [redacted] for round trip flights for six people departing on May 14, from Cincinnati, Ohio to Cancun, Mexico returning on May 20, The itinerary also included three rooms at the [redacted] for corresponding dates The customer is reporting he requested the three rooms be suites with swim up pools but the rooms booked were ocean front but not swim up accommodations He feels he paid for that option and is asking for a partial refund As he has mentioned, our information shows he has spoken with several levels of customer service at Expedia and on June 10, an email, with the final research decision, was sent to the customer While Expedia does record random calls, not all calls can be captured Our corporate research agents attempted to locate this booking call and regrettably it was not recorded However, the resort was contacted and they confirmed the rooms they provided were what was booked and also what was paid for They confirmed the swim up rooms are priced at a higher cost than the customer paid The itinerary was emailed to the customer immediately upon finalization of the booking and the room description on the itinerary shows: Room description: Excellence Club Jr Suite OCF - Adults Only, All inclusive Includes: All-Inclusive, Free Wireless Internet, Free Valet Parking Nonsmoking/Smoking: Non-Smoking Room type: KING BED The itinerary room type does not show it to be “swim up” The customer had ample time to review his itinerary, and contact Expedia regarding the room type not being as he wanted, so it could be corrected However there is no indication any contact was made pre-travel Had he called to request the room type be changed, he would have been charged the increase in price between the regular suite booked and the swim up suite, if he had wanted to make that change The cost of the swim up rooms would have been higher than he was charged for this reservation, at booking, which was confirmed by our site pricing and also in conversation with the resort The customer did receive and stay in the rooms he paid for While we regret the customer feels he did not get the room type he requested, there was no over-charge as he was not charged for swim up rooms Therefore, as he has been informed in the email sent on June 10, 2016, Expedia cannot agree to his request for a refund in the amount of $as he was not overcharged in this amount Also of note, an Expedia agent did offer Mr [redacted] a future travel voucher in the amount of $for his inconvenience, however he refused the coupon 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
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 8, 2016, Ms [redacted] booked a roundtrip flight from San Francisco, California to Denver, Colorado departing on June 16, 2016, and returning on June 17, According to Ms [redacted] ’s complaint, she later discovered that she needed to travel one day only; June 17, As such, she contacted Expedia with a request to cancel her original flight and book a new flight that departed and returned on June 17, Ms [redacted] states that on June 16, 2016, she received an email informing her that her return flight for the original booking had been canceled as she’d missed her outbound flightMs [redacted] is requesting a refund of $to cost of the original bookingShe stated that the original booking was to be canceled and refunded on June 8, We have reviewed Ms [redacted] ’s complaint and confirmed that she booked a flight for ravel on June 17, 2016, to replace her original booking that was scheduled for travel June 16, 2016, through June 17, As a result, we have processed a refund in the amount of $368.20, to the original form of paymentWe regret any inconvenience related to this matterWe 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
January 13, 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 hotel promotion that she did not receive Our records reflect on August 7, [redacted] accessed Expedia.com and booked a package reservation for flights departing Seattle, WA on December 12, for Las Vegas, NV, returing December 17, The booking also included a stay at the Bellagio Hotel and a rental car through Alamo Rentals for corresponding dates We have confirmed at the time of [redacted] reserved her stay, the Bellagio Hotel was offering the free buffets for two people per day We regret the Bellagio did not honor the promotion they placed on Expedia.com If [redacted] will kindly respond to this message, sending a copy of her receipt showing what she was charged and paid for the buffet meals during her stay, we will speak with the Bellagio and request that they approve a refund for that amount, as this is their sponsored promotion If the Bellagio will not correct the mistake, as a courtesy, Expedia will make the refund from our company Once we receive the buffet charge receipt, we will respond to the Revdex.com with the resolution 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
Complaint: [redacted] I am rejecting this response because:Expedia's response didn't answer my previous message regarding listing inaccurate cancellation policies during booking process. At the product listing page, Expedia display that "Free Cancellation" in bold font, and also explained that "You can cancel free of charge up until the cancellation window, Cancellations or changes made after Feb 25 or no-shows are subject to a hotel fee equal to the first night's rate plus taxes and fees." As shown in the attached screenshot for your reference. I request the cancel before Feb 25, refer to Expedia previous message. However, only at the very end of process and in a much smaller print shows another cancel polices. Use of the term "Free" in the context of cancellation is therefore clearly not accurate, or at least should be clearly qualified at the point at which is displayed prominently. Again, as I stated in my original complaint,I would not have made the booking if it had been made clear to me at the time that cancellation was subject to a charge. That's why I request full refund as Expedia advertised. On this basis, I feel that the Expedia booking flow was deceptive and misleading. Sincerely, [redacted] ***
November 26, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentDear 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 case number [redacted] ) regarding a flight reservation.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.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,Hayden J [redacted] Corporate Customer Service
May 26, 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 package reservation We understand Mr [redacted] is requesting a refund On May 10, 2016, we received receipt of the Revdex.com complaint Our records reflect on March 3, 2016, the customer self-booked a package reservation, using Expedia.com Travel was on United Airlines, departing May 7, 2016, from Newark, New Jersey to San Juan, Puerto Rico; returning on May 21, 2016, from San Juan, Puerto Rico to Newark, New Jersey The reservation included a car rental with Hertz, pidate May 7, 2016, check-out May 21, The reservations also included travel protection for the flight and car rental insurance The customer is stating, Hertz rental car did not honor the Expedia car rental insurance and has requested the refund; however, has not been refunded Upon further researching this matter, we can confirm on May 9, 2016, the customer contacted Expedia, advising, Hertz did not honor the Expedia car rental insurance Our agent contacted the vendor; however, our agent was not able to speak to anyone Our agent advised the customer, we would need to speak with the vendor to confirm the information Our agent advised the customer, once we contact the vendor; Expedia would contact the customer The customer understood On May 10, 2016, the customer contacted Expedia advising, Hertz did not honor the rental insurance Our agent contacted the vendor, they advised the customer did take the extra insurance; however, they did not decline the Expedia insurance While our agent was speaking with Hertz, the customer was no longer on the line Our agent was not able to contact the customer On the same day, the customer contacted Expedia, advising, they have contacted us several times in regards to the refund; however, has not been refunded Our agent advised the customer of the policy with the rental insurance No further action was taken On May 26, 2016, Expedia contacted Hertz on the customer’s behalf, they advised, Hertz did not decline the Expedia rental insurance Hertz advised that the customer took the extra insurance they had offered 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 Since Hertz did not decline the rental insurance, we hope the customer understands, Expedia 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