July 3, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt his concerns were not addressed adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] * [redacted] (Revdex.com case number [redacted] ) regarding a car rental reservation We understand the customer is stating there were additional costs required by the car rental provider at the time of pithat he was not aware of prior to arriving at the car rental counter On July 3, 2015, we attempted to contact the customer to acknowledge receipt of his Revdex.com complaint but were unable to reach himOur records indicate on June 10, 2015, the customer or an authorized user in the account self-booked a car rental reservation on Expedia.com with [redacted] as the selected provider The car rental reservation was booked as a “pay later” reservation with a different drop-off location than the original pilocation and a base rate quoted by Expedia in the amount of $ Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and are subject to the terms and conditions of those providers In most cases, car rental companies will charge extra for a one-way rental reservation, refueling option, additional insurance coverage, and other counter items that may be requested at the time of pick-up Other fees may include local and state taxes and airport surcharge taxes During the booking we provide the customer with the following rules and restrictions to read through before completing checkout These rules include, but are not limited to, the following: • Additional charges or restrictions may apply for drivers under or over 65.• Charges for refueling, additional drivers, etcare not included in the total price.• Geographical restrictions may apply, even for rental contracts that feature unlimited mileageSome car rental companies do not allow you to take their vehicles across certain domestic or international borders, or may apply an additional charge to do so• Your rental may have mandatory, local insurance requirements that result in additional charges at the time of rental.• The total price includes all mandatory taxes and feesOther Terms and Conditions provided for the customer during the booking period advised:- Insurance: TOPIC-SUPPLIMENTAL LIABILITY INSURANCE-PER DAY- Age Restrictions: AGE 18-YRS- -1- PAYMENT-MAJOR CREDIT CARD REQUIRED-2- PROOF OF FULL COVERAGE INSURANCE-3- AGE FEE-TO 24YRS-PER DAYAGE- 21YRS OR OLDER- Deposit: ALL RENTERS MUST PROVIDE A DEPOSTT OF OR PER CENT OF THE ESTIMAED RENTAL COST#PLUS THE ESTIMATED RENTAL COST AT THE TIME OF RENTAL OF PICKUP.- Collision Damage Waiver: ALL RENTERS MUST PROVIDE A DEPOSTT OF OR PER CENT OF THE ESTIMAED RENTAL COST#PLUS THE ESTIMATED RENTAL COST AT THE TIME OF RENTAL OF PICKUP.- State and Local Taxes: TAXES AND FEES-AIRPORT ACCESS FEE- PCTSALES TAX - PCTGOV SERVICE FEE PCTCUSTOMER FACILITY FEE PER DAYVLRF FEE PER DAY.- Drop-Off Charges: VEHICLES MAY BE DROOPED TO THE FOLLOWING E-Z LOCATIONS- LOS ANGELES AND SAN DIEGO [redacted] A DROP FEE MAY APPLY **- LOCAL RENTERS ARE SUBJECT TO A MILEAGE CAP OF FREE MILES PER DAY AND 0.39/MILE ABOVE THIS AMOUNT TOTALING THE ENTIRE RENTAL PERIOD- Return Fueling: PRE PAID FUEL OPTIONS-THE RENTER MAY PURCHASE THE PRE-PAID FUEL OPTION AT THE RENTAL COUNTER AT THE TIME OF RENTAL.THE PRE-PAID FUEL OPTION IS THE PURCHASE OF A FULL OR HALF TANK.THE RENTER HAS NO OBLIGATION TO REFILL THE TANK UPON RETURN OF THE VEHICLEWhile we understand the customer is requesting a refund for the difference in cost, the original quote was provided as an estimate along with the taxes and fees that would be collected by the car rental agency which may vary from city to city As such, we are unable to provide a refund as requested 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 usSincerely,Millicent F*Tier Customer Service
July 27, 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 he did not accept our responseExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationI have personally contacted the airline directly and they have confirmed that if a customer agrees to a purchase with the correct price shown, and then the price changes, the airline would not refundThe agent explained this works just as if the price of the ticket would increase, they would not ask the customer to pay a higher amountSince Expedia follows the airlines fare rules, we also could not refund any amount to the customerMr [redacted] saw the price; he agreed to the price, there is no amount that would be refundedAs stated previously, the information on the itinerary is general information for an airlineThe fact that Mr [redacted] mentions he sees a cancel fee does not mean his ticket is refundableIt is completely up to the customer to agree or decline a price shownThat being said, we have further researched Mr [redacted] complaint, and after giving the matter our full consideration we are unable to honor Mr [redacted] requestExpedia is unable to issue a refund of any amount for a reservation which is non-refundableWe 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, [redacted] A [redacted] Tier Customer Service
December 7, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] ***, (Revdex.com case number [redacted] ) regarding a request to change or cancel a flight Our records reflect on December 3, the customer accessed Expedia.com and self-booked an Expedia Bargain Fare round trip flight departing Boston, MA on Autust 22, for Seattle, WA and returning August 29, The customer contacted Expedia asking to change the flight dates or cancel it for a refund Expedia agents provided the details that the fare rules for this type of flight do not allow us to make any changes to the ticket once it is purchased EBF flights are specially-discounted fares negotiated directly with the airlinesAirlines make these low fares available conditioned on the fact that they are non-changeable, non-cancellable, and non-refundableThe rules and regulations associated with the EBF fare were fully disclosed and displayed to the customer during the checkout path on our website, which included the following on the final payment and booking screen: · Expedia Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Expedia customersOnce you complete your purchase the airline and exact flight details will be revealed in your itinerary · Tickets are nonrefundable, nontransferable and cannot be canceled or changed · Flights do not qualify for upgrades and are ineligible for frequent flyer miles 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 providersAs an intermediary, Expedia is not subject to Department of Transportation’s 24-hour refund ruleDelta Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand we must adhere to the policies dictated by the airline Based on the above, we cannot offer any other options or compensation related to your bookingWe thank you for allowing us the opportunity to address the issues that have been brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
October 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
While I appreciate Expedia's response, having spoken since my last Revdex.com response, to a very sympathetic escalation specialist with Expedia, I was again urged by her to contact the airlines AND the insurerThe Expedia specialist felt that I had a legitimate claim through the travel insurance holder (Aon) AND the airlines! She stated that Expedia doesn't really get to keep any of the profits from my ticket purchases and therefore the airlines would be my best line of defenseMy response was met with silence: "I didn't book with the airlines and the travel insurance company, I booked with EXPEDIA!" This kind and sympathetic representative of EXPEDIA couldn't answer my question, "If there's no responsibility for Expedia and Expedia doesn't get to keep any profits from the Airfare purchased on its website, then why would anyone even use their (sic) 'services'?" This company is taking zero responsibility for the inconvenience resulting in endless hours trying to determine if I'm elibigle for something, plus the misinformation provided to me - if it wasn't so inconvenient, time-wasting and downright tragic - is unconsciounableAt this point, it is no longer a point of contention about the 'rules' of changing a departure city, but instead the ongoing misinformation provided by a company who is doing business dand day-out without any responsibility for what representatives of Expedia are telling THEIR customersBased on this ongoing MASSIVE confusion and increasingly appalling waste of my time and continued MISINFORMATION and with the unprofessional 'runaround' by Expedia, at the very least, I should be eligible for some considerationWhile this company - Expedia - may say they serve the needs of some, it most certainly has continued to be a nightmare for meI am due something from ExpediaExpedia must take a responsible role in the misinformation THEIR representatives are dishing out to me, the customerComplaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***
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 did indeed receive the coupon, but only after making multiple calls and involving the Revdex.comThis is not the first time it happenedIt is actually every timeI have several BRG coupons still pending, and I am almost positive that Expedia will not issue these coupons automaticallyIn fact, I've already tried to get them issued with their Tier support, but they already refusedI will probably resort back to the Revdex.com method! And by the way, this is happening to an Expedia Elite member (I spend close to $10,every year)Imagine what they would do to a regular memberIt's time that these Expedia's practices are published.Sincerely, [redacted]
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]
RevDex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear RevDex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the BBB allowing us to address the comments and... concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from [redacted] (BBB case number [redacted] ) regarding their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the BBB as further research is needed for this case. We will submit our final reply via the BBB's website. Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Tier 3 Customer Service
Complaint: [redacted] I am rejecting this response because: I feel I have been wronged. I repeatedly asked the Expedia Sales Agent about my cancellation and she repeatedly informe me I would have no problem changing my reservation. I specifically asked her at the end of our conversation: Ok, I have 24 hours to make any changes correct? and she said yes. I asked over and over because I knew I needed to consult with my daughter about the dates, not my husband as they stated, there is no husband. When I called the agent it was to make sure I could change the dates, since I KNEW I had to ask my daughter ( she was moving to the UK) for the correct dates that would suit her. They have the conversation and they are now telling me they do not??? As for the email confirmation they are talking about, if it had the non_cancellation policy in there, then that was already incorrect because that was not what I was told over the phone by their sales person. They also do not mention they messed up the flight cancellations also, they say nothing about that. This was all completely UNFAIR, and they need to correct it, it is the right thing to do, their sales person messed up and misinformed me. [redacted] Sincerely, [redacted]
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
April 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Ms [redacted] sent a copy of the email that we requestedThe email stated that her ticket was not confirmed at the time but, we were confirming with the airlineThe email stated that we would update the online itinerary within 24-hoursWe updated the itinerary and confirmed the flight shortly thereafterThe email did not mention that the payment had not go through as the customer may have assumed nor was the credit card declined While we understand Ms***’s concerns, we do not see any error by Expedia and as a result, we are unable to honor her 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
The complaint was not due to my dissatisfaction, it was due to the fact of they advertised one thing in regard to a star hotel, with no mention, that the hotel did not provide air condition and the rooms were more like a or star hotelThey were appalling Also it was their complete lack of regard and constantly ignoring up for help on the situation for hours straight, through their customer serviceWe were ignored and given the run around for hours, and they never followed up with not one call, as we sat stranded in Rome Italy Their response is completely rejected and I believe they should be fined or red flagged If you go on Trip Advisor or Yelp, you will see over and over the multiple complaints regarding their customer serviceIt is unfair for a business to operate as such in the United StatesThey have no regard for the customer Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
October 6, Revdex.com E.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 [redacted] did not accept our response and/or resolution offeredIn regards to the lower price you would need to visit our website www.Expedia.com to submit the Best Price Guarantee claim; also if you would like to change the dates of your package reservation you would need to contact our customer service department 1-800-EXPEDIA as this cannot be done through Revdex.com channel 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 usSincerely, Kiki R [redacted] Corporate Customer Service
January 12, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: 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 youExpedia is responding to the consumer complaint from [redacted] * [redacted] (Revdex.com case number [redacted] ) regarding flights, a car, flight insurance, and car insurance We understand [redacted] * [redacted] is asking for a refund for $Our records show the purchase made on August 3, 2017, using the Expedia.com website, was for roundtrip flights with Hawaiian Airlines from Seattle to Maui on November 25, 2017, returning December 1, 2017, and limited flight insurance with AON, for passengers [redacted] and [redacted] , as well as a midsize SUV with Thrifty for six days for pickup on November 25, 2017, and limited car rental insurance with AON for [redacted] The total cost of all four items was $1685.60.On August 7, [redacted] contacted us and inquired on changing only her flight ticket, to depart November 24, 2017, instead of November 25, Our agent reiterated the flight fare rules which had previously been provided at the time of purchase and acceptedThey include:• Prior to departure voluntary changes could be made for a change fee of $200.00, plus any difference in fare, per ticket; or, the tickets could be canceled and refunded for a fee of $per ticket.• After departure the ticket, or any b***ce of the ticket would be nonrefundable; changes may be made at a cost of $per ticket plus any fare difference, with limitations on the routing, flights, travel dates and class types which may be provided for changed travel.On August 7, [redacted] chose not to exchange her ticket; however, the same day the customer or an authorized user accessed the itinerary online from [redacted] ’s Expedia.com account, and completed the cancelation of the midsize SUV and the car rental insuranceA full refund of the items was processed back to the original form of payment in the amount of $344.80.On August 7, a new itinerary was purchased through the Expedia.com website including a Premium SUV with Budget and limited car rental insurance with AON for six days, with pickup on November 25, 2017, at a total cost of $ 544.54, for [redacted] On November 20, [redacted] contacted us by phone to inquire about exchanging only the ticket for [redacted] Our notes indicate the request was a change from a roundtrip ticket to a return only ticket, to travel from Maui to Seattle, on November 29, At that time the fare rules were discussed againThe only charge made for the exchange was for the $change feeThe limited flight insurance with AON which covered for the Hawaiian Airlines flights for [redacted] and [redacted] required that any costs for exchanges be paid directly by the purchaserClaims may then be submitted to AON to be considered for reimbursementThis information was provided and accepted at the time the insurance was purchasedThe information in regards to what may be covered and how to submit a claim are still available from the itinerary onlineIn addition, the customers had ten days from the date of purchase to review the terms of the insurance and were able to cancel for a refund until August 13, 2017.Expedia.com is unable to pay for voluntary exchange fees, even when our customers are certain that AON will approve their claimsWe are unable to submit requests for Expedia.com to be reimbursed costs paid by Expedia.com, under the insurances which are purchased by our customers.On November 25, 2017, we received a call advising the ticket which had been exchanged for [redacted] , should have retained the same outbound travel date of November 25, 2017, matching the ticket for [redacted] , and [redacted] should’ve only had the different return date of November 29, [redacted] had been escalated to a supervisor who correctly documented the call and was taking action to resolve the situationAt that time Mrs [redacted] disconnected the callOur agent tried to call her back but there was no answerThe timing of the call indicates that it was just prior to boarding time of the flightThe onus of action was for Mrs [redacted] to contact us back if she still needed assistance, once she was able to discuss the matterWe have agents available to assist hours per day, seven days per weekHowever we didn’t hear back from anyone and had not been advised that a new ticket had been purchased.To consider any refund or compensation for the ticket purchased for [redacted] to fly one-way from Seattle to Maui on November 25, 2017, on Hawaiian Airlines flight number 29, we would need a copy of the receipt provided showing the flight detail mentioned, as well as the purchase date of November 25, If the receipt doesn’t have all of the details, we still encourage [redacted] * [redacted] to provide it, and we will try to verify it with our airline partnerIn regards Budget advising [redacted] that Budget wasn’t aware of rental car insurance coverage, we regret any inconvenienceThe limited car rental insurance purchased by our customers is provided to our customers who purchase the insurance, or authorized users who have access to the itinerary or to call in on the accountSimilar to other insurances, proof of coverage must be provided at the time the vehicle is picked upIt’s also important to note regarding car rental companies that they offer multiple types of insuranceThey may have similar coverage for the rental carEven when they are provided proper proof of coverage, they may still offer their coverage which is not identicalThey will highlight the portions of the insurance which are different, and they feel may be an asset to the buyerIn addition, some of the insurance coverages offered by the car rental company may be completely different from the rental car coverage offered on Expedia.com, and some insurance coverages may be required in order to drive in the localities in which the vehicle is being provided.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 usSincerely,Denise [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: They are looking at two different bookings, this is ridiculous I just want my flight to be good in two weeks Sincerely, [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
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] ***
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
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]
July 3, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt his concerns were not addressed adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] * [redacted] (Revdex.com case number [redacted] ) regarding a car rental reservation We understand the customer is stating there were additional costs required by the car rental provider at the time of pithat he was not aware of prior to arriving at the car rental counter On July 3, 2015, we attempted to contact the customer to acknowledge receipt of his Revdex.com complaint but were unable to reach himOur records indicate on June 10, 2015, the customer or an authorized user in the account self-booked a car rental reservation on Expedia.com with [redacted] as the selected provider The car rental reservation was booked as a “pay later” reservation with a different drop-off location than the original pilocation and a base rate quoted by Expedia in the amount of $ Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and are subject to the terms and conditions of those providers In most cases, car rental companies will charge extra for a one-way rental reservation, refueling option, additional insurance coverage, and other counter items that may be requested at the time of pick-up Other fees may include local and state taxes and airport surcharge taxes During the booking we provide the customer with the following rules and restrictions to read through before completing checkout These rules include, but are not limited to, the following: • Additional charges or restrictions may apply for drivers under or over 65.• Charges for refueling, additional drivers, etcare not included in the total price.• Geographical restrictions may apply, even for rental contracts that feature unlimited mileageSome car rental companies do not allow you to take their vehicles across certain domestic or international borders, or may apply an additional charge to do so• Your rental may have mandatory, local insurance requirements that result in additional charges at the time of rental.• The total price includes all mandatory taxes and feesOther Terms and Conditions provided for the customer during the booking period advised:- Insurance: TOPIC-SUPPLIMENTAL LIABILITY INSURANCE-PER DAY- Age Restrictions: AGE 18-YRS- -1- PAYMENT-MAJOR CREDIT CARD REQUIRED-2- PROOF OF FULL COVERAGE INSURANCE-3- AGE FEE-TO 24YRS-PER DAYAGE- 21YRS OR OLDER- Deposit: ALL RENTERS MUST PROVIDE A DEPOSTT OF OR PER CENT OF THE ESTIMAED RENTAL COST#PLUS THE ESTIMATED RENTAL COST AT THE TIME OF RENTAL OF PICKUP.- Collision Damage Waiver: ALL RENTERS MUST PROVIDE A DEPOSTT OF OR PER CENT OF THE ESTIMAED RENTAL COST#PLUS THE ESTIMATED RENTAL COST AT THE TIME OF RENTAL OF PICKUP.- State and Local Taxes: TAXES AND FEES-AIRPORT ACCESS FEE- PCTSALES TAX - PCTGOV SERVICE FEE PCTCUSTOMER FACILITY FEE PER DAYVLRF FEE PER DAY.- Drop-Off Charges: VEHICLES MAY BE DROOPED TO THE FOLLOWING E-Z LOCATIONS- LOS ANGELES AND SAN DIEGO [redacted] A DROP FEE MAY APPLY **- LOCAL RENTERS ARE SUBJECT TO A MILEAGE CAP OF FREE MILES PER DAY AND 0.39/MILE ABOVE THIS AMOUNT TOTALING THE ENTIRE RENTAL PERIOD- Return Fueling: PRE PAID FUEL OPTIONS-THE RENTER MAY PURCHASE THE PRE-PAID FUEL OPTION AT THE RENTAL COUNTER AT THE TIME OF RENTAL.THE PRE-PAID FUEL OPTION IS THE PURCHASE OF A FULL OR HALF TANK.THE RENTER HAS NO OBLIGATION TO REFILL THE TANK UPON RETURN OF THE VEHICLEWhile we understand the customer is requesting a refund for the difference in cost, the original quote was provided as an estimate along with the taxes and fees that would be collected by the car rental agency which may vary from city to city As such, we are unable to provide a refund as requested 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 usSincerely,Millicent F
*Tier Customer Service
July 27, 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 he did not accept our responseExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationI have personally contacted the airline directly and they have confirmed that if a customer agrees to a purchase with the correct price shown, and then the price changes, the airline would not refundThe agent explained this works just as if the price of the ticket would increase, they would not ask the customer to pay a higher amountSince Expedia follows the airlines fare rules, we also could not refund any amount to the customerMr [redacted] saw the price; he agreed to the price, there is no amount that would be refundedAs stated previously, the information on the itinerary is general information for an airlineThe fact that Mr [redacted] mentions he sees a cancel fee does not mean his ticket is refundableIt is completely up to the customer to agree or decline a price shownThat being said, we have further researched Mr [redacted] complaint, and after giving the matter our full consideration we are unable to honor Mr [redacted] requestExpedia is unable to issue a refund of any amount for a reservation which is non-refundableWe 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, [redacted] A [redacted] Tier Customer Service
December 7, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] ***, (Revdex.com case number [redacted] ) regarding a request to change or cancel a flight Our records reflect on December 3, the customer accessed Expedia.com and self-booked an Expedia Bargain Fare round trip flight departing Boston, MA on Autust 22, for Seattle, WA and returning August 29, The customer contacted Expedia asking to change the flight dates or cancel it for a refund Expedia agents provided the details that the fare rules for this type of flight do not allow us to make any changes to the ticket once it is purchased EBF flights are specially-discounted fares negotiated directly with the airlinesAirlines make these low fares available conditioned on the fact that they are non-changeable, non-cancellable, and non-refundableThe rules and regulations associated with the EBF fare were fully disclosed and displayed to the customer during the checkout path on our website, which included the following on the final payment and booking screen: · Expedia Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Expedia customersOnce you complete your purchase the airline and exact flight details will be revealed in your itinerary · Tickets are nonrefundable, nontransferable and cannot be canceled or changed · Flights do not qualify for upgrades and are ineligible for frequent flyer miles 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 providersAs an intermediary, Expedia is not subject to Department of Transportation’s 24-hour refund ruleDelta Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand we must adhere to the policies dictated by the airline Based on the above, we cannot offer any other options or compensation related to your bookingWe thank you for allowing us the opportunity to address the issues that have been brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
October 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
While I appreciate Expedia's response, having spoken since my last Revdex.com response, to a very sympathetic escalation specialist with Expedia, I was again urged by her to contact the airlines AND the insurerThe Expedia specialist felt that I had a legitimate claim through the travel insurance holder (Aon) AND the airlines! She stated that Expedia doesn't really get to keep any of the profits from my ticket purchases and therefore the airlines would be my best line of defenseMy response was met with silence: "I didn't book with the airlines and the travel insurance company, I booked with EXPEDIA!" This kind and sympathetic representative of EXPEDIA couldn't answer my question, "If there's no responsibility for Expedia and Expedia doesn't get to keep any profits from the Airfare purchased on its website, then why would anyone even use their (sic) 'services'?" This company is taking zero responsibility for the inconvenience resulting in endless hours trying to determine if I'm elibigle for something, plus the misinformation provided to me - if it wasn't so inconvenient, time-wasting and downright tragic - is unconsciounableAt this point, it is no longer a point of contention about the 'rules' of changing a departure city, but instead the ongoing misinformation provided by a company who is doing business dand day-out without any responsibility for what representatives of Expedia are telling THEIR customersBased on this ongoing MASSIVE confusion and increasingly appalling waste of my time and continued MISINFORMATION and with the unprofessional 'runaround' by Expedia, at the very least, I should be eligible for some considerationWhile this company - Expedia - may say they serve the needs of some, it most certainly has continued to be a nightmare for meI am due something from ExpediaExpedia must take a responsible role in the misinformation THEIR representatives are dishing out to me, the customerComplaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***
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 did indeed receive the coupon, but only after making multiple calls and involving the Revdex.comThis is not the first time it happenedIt is actually every timeI have several BRG coupons still pending, and I am almost positive that Expedia will not issue these coupons automaticallyIn fact, I've already tried to get them issued with their Tier support, but they already refusedI will probably resort back to the Revdex.com method! And by the way, this is happening to an Expedia Elite member (I spend close to $10,every year)Imagine what they would do to a regular memberIt's time that these Expedia's practices are published.Sincerely, [redacted]
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]
RevDex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear RevDex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the BBB allowing us to address the comments and... concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from [redacted] (BBB case number [redacted] ) regarding their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the BBB as further research is needed for this case. We will submit our final reply via the BBB's website. Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Tier 3 Customer Service
Complaint: [redacted] I am rejecting this response because: I feel I have been wronged. I repeatedly asked the Expedia Sales Agent about my cancellation and she repeatedly informe me I would have no problem changing my reservation. I specifically asked her at the end of our conversation: Ok, I have 24 hours to make any changes correct? and she said yes. I asked over and over because I knew I needed to consult with my daughter about the dates, not my husband as they stated, there is no husband. When I called the agent it was to make sure I could change the dates, since I KNEW I had to ask my daughter ( she was moving to the UK) for the correct dates that would suit her. They have the conversation and they are now telling me they do not??? As for the email confirmation they are talking about, if it had the non_cancellation policy in there, then that was already incorrect because that was not what I was told over the phone by their sales person. They also do not mention they messed up the flight cancellations also, they say nothing about that. This was all completely UNFAIR, and they need to correct it, it is the right thing to do, their sales person messed up and misinformed me. [redacted] Sincerely, [redacted]
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
April 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Ms [redacted] sent a copy of the email that we requestedThe email stated that her ticket was not confirmed at the time but, we were confirming with the airlineThe email stated that we would update the online itinerary within 24-hoursWe updated the itinerary and confirmed the flight shortly thereafterThe email did not mention that the payment had not go through as the customer may have assumed nor was the credit card declined While we understand Ms***’s concerns, we do not see any error by Expedia and as a result, we are unable to honor her 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
The complaint was not due to my dissatisfaction, it was due to the fact of they advertised one thing in regard to a star hotel, with no mention, that the hotel did not provide air condition and the rooms were more like a or star hotelThey were appalling Also it was their complete lack of regard and constantly ignoring up for help on the situation for hours straight, through their customer serviceWe were ignored and given the run around for hours, and they never followed up with not one call, as we sat stranded in Rome Italy Their response is completely rejected and I believe they should be fined or red flagged If you go on Trip Advisor or Yelp, you will see over and over the multiple complaints regarding their customer serviceIt is unfair for a business to operate as such in the United StatesThey have no regard for the customer Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
October 6, Revdex.com E.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 [redacted] did not accept our response and/or resolution offeredIn regards to the lower price you would need to visit our website www.Expedia.com to submit the Best Price Guarantee claim; also if you would like to change the dates of your package reservation you would need to contact our customer service department 1-800-EXPEDIA as this cannot be done through Revdex.com channel 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 usSincerely, Kiki R [redacted] Corporate Customer Service
January 12, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: 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 youExpedia is responding to the consumer complaint from [redacted] * [redacted] (Revdex.com case number [redacted] ) regarding flights, a car, flight insurance, and car insurance We understand [redacted] * [redacted] is asking for a refund for $Our records show the purchase made on August 3, 2017, using the Expedia.com website, was for roundtrip flights with Hawaiian Airlines from Seattle to Maui on November 25, 2017, returning December 1, 2017, and limited flight insurance with AON, for passengers [redacted] and [redacted] , as well as a midsize SUV with Thrifty for six days for pickup on November 25, 2017, and limited car rental insurance with AON for [redacted] The total cost of all four items was $1685.60.On August 7, [redacted] contacted us and inquired on changing only her flight ticket, to depart November 24, 2017, instead of November 25, Our agent reiterated the flight fare rules which had previously been provided at the time of purchase and acceptedThey include:• Prior to departure voluntary changes could be made for a change fee of $200.00, plus any difference in fare, per ticket; or, the tickets could be canceled and refunded for a fee of $per ticket.• After departure the ticket, or any b***ce of the ticket would be nonrefundable; changes may be made at a cost of $per ticket plus any fare difference, with limitations on the routing, flights, travel dates and class types which may be provided for changed travel.On August 7, [redacted] chose not to exchange her ticket; however, the same day the customer or an authorized user accessed the itinerary online from [redacted] ’s Expedia.com account, and completed the cancelation of the midsize SUV and the car rental insuranceA full refund of the items was processed back to the original form of payment in the amount of $344.80.On August 7, a new itinerary was purchased through the Expedia.com website including a Premium SUV with Budget and limited car rental insurance with AON for six days, with pickup on November 25, 2017, at a total cost of $ 544.54, for [redacted] On November 20, [redacted] contacted us by phone to inquire about exchanging only the ticket for [redacted] Our notes indicate the request was a change from a roundtrip ticket to a return only ticket, to travel from Maui to Seattle, on November 29, At that time the fare rules were discussed againThe only charge made for the exchange was for the $change feeThe limited flight insurance with AON which covered for the Hawaiian Airlines flights for [redacted] and [redacted] required that any costs for exchanges be paid directly by the purchaserClaims may then be submitted to AON to be considered for reimbursementThis information was provided and accepted at the time the insurance was purchasedThe information in regards to what may be covered and how to submit a claim are still available from the itinerary onlineIn addition, the customers had ten days from the date of purchase to review the terms of the insurance and were able to cancel for a refund until August 13, 2017.Expedia.com is unable to pay for voluntary exchange fees, even when our customers are certain that AON will approve their claimsWe are unable to submit requests for Expedia.com to be reimbursed costs paid by Expedia.com, under the insurances which are purchased by our customers.On November 25, 2017, we received a call advising the ticket which had been exchanged for [redacted] , should have retained the same outbound travel date of November 25, 2017, matching the ticket for [redacted] , and [redacted] should’ve only had the different return date of November 29, [redacted] had been escalated to a supervisor who correctly documented the call and was taking action to resolve the situationAt that time Mrs [redacted] disconnected the callOur agent tried to call her back but there was no answerThe timing of the call indicates that it was just prior to boarding time of the flightThe onus of action was for Mrs [redacted] to contact us back if she still needed assistance, once she was able to discuss the matterWe have agents available to assist hours per day, seven days per weekHowever we didn’t hear back from anyone and had not been advised that a new ticket had been purchased.To consider any refund or compensation for the ticket purchased for [redacted] to fly one-way from Seattle to Maui on November 25, 2017, on Hawaiian Airlines flight number 29, we would need a copy of the receipt provided showing the flight detail mentioned, as well as the purchase date of November 25, If the receipt doesn’t have all of the details, we still encourage [redacted] * [redacted] to provide it, and we will try to verify it with our airline partnerIn regards Budget advising [redacted] that Budget wasn’t aware of rental car insurance coverage, we regret any inconvenienceThe limited car rental insurance purchased by our customers is provided to our customers who purchase the insurance, or authorized users who have access to the itinerary or to call in on the accountSimilar to other insurances, proof of coverage must be provided at the time the vehicle is picked upIt’s also important to note regarding car rental companies that they offer multiple types of insuranceThey may have similar coverage for the rental carEven when they are provided proper proof of coverage, they may still offer their coverage which is not identicalThey will highlight the portions of the insurance which are different, and they feel may be an asset to the buyerIn addition, some of the insurance coverages offered by the car rental company may be completely different from the rental car coverage offered on Expedia.com, and some insurance coverages may be required in order to drive in the localities in which the vehicle is being provided.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 usSincerely,Denise [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: They are looking at two different bookings, this is ridiculous I just want my flight to be good in two weeks Sincerely, [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
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] ***
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
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]