Complaint: [redacted] I am rejecting this response because: I am NOT disputing the charges for additional driver and GPS Unit that we agreed to upon arrival at Enterprise Leasing in Dublin What I am trying to resolve is the difference in the other overcharges that we cannot get the support of Expedia to help resolve I've included the original lease agreement in the amount of $as well as the documentation from their Customer Service Department via email According to our agreement, the car was to be picked up in Dublin and dropped off at Shannon Airport with no additional charges We were told at the time of piby Enterprise Leasing that there is an additional charge of $Euro or we couldn't take the car We disputed this charge and they said we could work this out with Expedia I have NEVER received an itemized bill for all of the charges, but my credit card bill came in at $USD Upon return from Ireland and in calling Expedia Customer Service, I was told that there was NOT a one way charge, this was included in our original rental agreement I can't get anyone to give me a straight story as to what the charges are since I have never received an itemized receipt which I am entitled to In both of my calls to Expedia Customer Service, they contacted Enterprise Leasing on my behalf and told me I would receive an itemized receipt via email and as of today, 9/20/2016, I haven't Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] Expedia has booked our tickets A few days after I lodged the complaint with Revdex.com, and after a couple of more attempts to contact Expedia's corporate office (and, unfortunately, a few more hours on the phone), the tickets were indeed booked, with a minor additional charge Also, Expedia offered a $hotel credit to acknowledge the trouble we had gone through (I thank Expedia for this) The fact remains, though, that a customer should not have to go through this elaborate and frustrating process merely to avail a credit from the company I hope that my complaint will prod them towards improving their customer service process I truly appreciate Revdex.com's efforts and facilitation of problems like these Sincerely, [redacted]
September 9, 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationOur records indicate on July 22, 2016, the customer self-booked a package reservation which included a flight, hotel and transportation, through the Expedia.com websiteAccommodations were at the Be Live Collection Punta Cana – All Inclusive from August 26, 2016, to September 2, We understand from the complaint, the customer is requesting assistanceAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, airlines, and hotel of their choiceWe do not own or operate any hotels, and we do not set any policiesWe hope the customer understands that we must adhere to the policies dictated by the hotelThe customer contacted Expedia regarding their dissatisfaction with their hotel stay and submitted picturesExpedia contacted the hotel via email and have not received a responseAt the time of booking on the Expedia website, the customer agreed to our Terms of Use, which expressly provide as follows: • The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authorityAs Expedia was charged for the reservation in question, Expedia is unable to issue a refundIf the customer is due money for additional charges incurred, the customer may submit those charges so we may provide the hotel with additional informationWe 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] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have requested that a recording of the phone calls be submitted for my review, for the second timeThe information you provided in your initial response is completely - unbelievable that your company would lie and refuse to submit proof of the conversation that actually occurredYour referencing the fact that I moved forward with the reservation had no relevance to the issue Sincerely, [redacted] ***
September 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] Expedia, Incis once again responding to the consumer complaint from Ms [redacted] (Revdex.com Complaint ID [redacted] ) regarding a reservationAs previously stated, Expedia has been unable to locate any information regarding a flight reservation for what the customer has stated in the complaintWe have checked our system for any details that could possibly be linked to a transaction made by the customer and nothing has been foundI’ve personally checked Expedia’s credit card authorization information and did not find anything pertaining to a transaction for Ms [redacted] from the information gathered from the screenshot providedAlthough this seems to be a legitimate Expedia transaction this is not under an account for Ms [redacted] That being said, Expedia will gladly provide Ms [redacted] with a $Expedia coupon for a future package or hotel booking for the time spent dealing with this issueThe coupon is available immediately and will appear in the booking path for your next qualified reservation from your personal Expedia account under the email address provided, and it is valid until one year from the date of this letterYou may also use the coupon when booking over the phone with Expedia customer supportWe would like to advise Ms [redacted] there would be no negotiating regarding this issueWe will also move forward and ask that the Revdex.com closes this case due to lack of information for this caseWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: The WEB Site for Expedia was conveniently "unavailable" or I would have used it on the day the transactions were being made If I had been communicating in writing to Expedia there is no chance for miscommunication, and non of this would be happening now Both my wife and I agree, we THOUGHT we heard, in very hard to understand, "English" that there were no NON Stop flights available This was found to be untrue, and the agent of Expedia booked based on their own experiences and flight knowledge They were unfamiliar with Delta This trip was supposed to be a vacation, however it has turned in to a nightmare I realize Expedia is a global company, but trying to get connected to someone in the United States to assist is next to impossible I nor anyone within my family, and as many as my veteran friends I can reach out to on social media will ever use them again There are numerous complaints on line, on the WEB, detailing the questionable ethics of this company I did not go to Revdex.com to begin my complaint, as EXPEDIA states, I have numerous records via my phone and my AT&T bill indicating the many, many calls that always ended up in not being switched to the U.Sexcept twice, then only to hear nothing favorable or promising I do implore you Revdex.com to further assist me, knowing full well of many numerous complaints to the Revdex.com in the past regarding this company from many others They are a matter of record For Expedia to state that they listened and determined is insufficient Their poor ethics should negate any statement regarding their findingsSincerely, [redacted] ***
Hello,I am not asking for a copy of the callI am asking for the name (first, last or both) of the airline representative that the Expedia representative spoke toExpedia was not been forth coming and up until this complaint was filed with Revdex.com, I called Expedia and was on phone calls for long periods of time, and writing emails explaining this situation to various Expedia employees and was told that someone would reach me at a later time to give me the information I needed to proceed with Avianca to request a reimbursement for the $penalty fee It was until I got no response about this matter from Expedia and hence Avianca closed my case, that I filed with Revdex.comThis has turned into some type of 'playing telephone' situationExpedia is not willing to take responsibility for the fact that I have lost my right as a client to file for a reimbursement for the penalty feesBecause Expedia made the call to Avianca and because Expedia claimed that Avianca miss informed them about cancelling my flights before I was able to submit the online reimbursement request from Avianca, and also because Expedia has not given me the information that Avianca is requesting in order for them to proceed, I ask Expedia to held responsible for the limitation that I am facing as a client Revdex.com, please advice,Kindly, [redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
September 14, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
August 13, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding his reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
July 6, 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 cruise cabin complaint Our records reflect on April 11, the customer contacted Expedia.com to book a cruise sailing June 11, with Norwegian Cruise lines, for a cruise within the Hawaiian Islands The customer booked a “Guaranteed Ocean View” category Any room booked under a “Guarantee” rate means the cruise line offers the customer a lower rate in exchange for the customer giving up their choice of a particular cabin and leaving it to the cruise line to choose and assign the cabin at their discretion, which generally happens fairly close to the sailing date Our records show that once the cruise lines assigned the cabin number for Mr***, he called Expedia wanting to upgrade to rooms that did not have partial obstruction Partially obstructed rooms are still considered “Ocean View” by the cruise lines When Expedia contacted the cruise lines on behalf of the customer to inquire about moving them to a fully unobstructed view room, the cruise line stated the only rooms left with unobstructed views were the penthouse rooms, and the customer would have to pay an upgrade fee for that option The customer chose not to do so All other unobstructed rooms were sold out While Expedia regrets the customer was unhappy with their room view, the customer did give up their option to select a particular room by accepting the “Guaranteed” category discount Norwegian Cruise lines selected the room, as they do with this rate plan, and Expedia had no input into that process Expedia operates only as a third party booking intermediary for the cruise lines The cruise line is the merchant of record and the party that actually debits the customer’s account The customer does have the option to file a complaint directly with Norwegian Cruise Lines and they will consider his issue and determine whether they may be willing to offer any refund for his case Expedia cannot offer any compensation for this matter We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: my email is [redacted] @yahoo.com, I currently am a gold member if that means anything? So now you can check why I wrote this complaint over my coupon which really was my compensation for staying in a room for 2-days w/o heatThen I proceed to make a new reservation with my coupon and the weather here on the coast has been dangerous so I end up cancelling my upcoming reservation and that goes smoothly but I NEVER GOT MY COUPON BACK> Sincerely, [redacted]
March 15, 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 Mr [redacted] is requesting a full refund On March 15, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Our records reflect on January 19, 2016, the customer self-booked a one-way flight reservation, using Expedia.com Travel was on [redacted] , departing February 11, 2016, from Raleigh, North Carolina to Phnom Penh, Cambodia The customer is stating that his flight was canceled, and was advised he would be refunded; however he has not received a refund Upon researching this matter, we can confirm on February 11, 2016, the customer contacted Expedia, advising the outbound flight was canceled Our agent contacted [redacted] ; they advised there were no flight delays Emirate advised our agent to contact the operating airline carrier, which was JetBlue On that same day, our agent contacted JetBlue, they advised the outbound flight was canceled; however, the second flight segment was reflecting as checked in JetBlue advised they could not change the status only the validating carrier [redacted] could Our agent contacted [redacted] again; however, was not able to speak to anyone The agent advised the customer, we could not exchange the flight or process the refund without authorization from the airline The customer decided to buy a new ticket, with a different carrier No further action was taken On February 22, 2016, the customer contacted Expedia, advising their outbound flight was canceled, and was advised by an Expedia agent they would be refunded The agent advised the customer they would need to contact the airline; however, the agent was not able to speak to the airline No further action was taken On March 16, 2016, Expedia contacted [redacted] on behalf of the customer [redacted] ’ advised the customer’s outbound flight was not delayed In addition, [redacted] asked if the customer can send documentation showing that his flight was canceled The customer can send that documentation into Expedia, via the Revdex.com complaint The customer would also need to submit a copy of the new ticket that he purchased On that same day, Expedia contacted JetBlue on behalf of the customer JetBlue advised they will need to verify if the outbound flight was canceled; if it was canceled, they would send that information to [redacted] JetBlue could not advise Expedia of the timeframe of the status In reviewing Mr [redacted] ’s account, Expedia is not showing any delays or cancelations for his flights The ticket is showing as flown 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 airline has its own specific set of policies and procedures as does each ticket purchased [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card)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 21, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: 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 promotion refund We understand Mr [redacted] is writing due to his request for a price match being deniedOn October 21, we contacted the customer to acknowledge receipt of their Revdex.com complaint.Our records indicate on October 9, the customer contacted Expedia to book a Hawaiian vacation package with round trip flights from Seattle to Kona, Hawaii departing on January 27, and returning February 2, His itinerary also includes a reservation at the [redacted] resort for corresponding datesMr [redacted] found a lower price on a competing website and reports being told by our Expedia booking agent that he would qualify for the Best Price Guarantee, however his request for the refund, in the amount of $and a $travel coupon was denied On October 21, 2015, as a gesture of goodwill, Expedia processed a refund in the amount of $back to the customer’s original form of payment and added a $Expedia Travel Coupon The time it takes for the credit to be available in his account depends upon how quickly his card company processes refunds It is never Expedia’s intention to inconvenience our customers, and we regret the frustration this matter caused Mr [redacted] We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Roseanne G***Tier Customer ServiceExpedia, Inc
September 28, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service %
October 6, 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package booked using Expedia Inc We understand you are seeking a refund for a hotel and flight booked through ExpediaWe researched this matter further and our records show a package reservation was booked on our website by [redacted] or an authorized user to their Expedia account on September 20, We show that our office was contacted on September 25th via email regarding the price decreasing and the customer was seeking a credit for the difference in priceThe customer received a response and was advised on our process of completing a request for a price match, the customer was also advised that our call volume was higher than due to severe weather conditions We understand the customer was waiting on a call back however because the reservation needed to be cancelled within a hour period, it is the customer’s responsibility to ensure they reached an agent to cancel the reservation as standard rules would apply after the hour period endedThe customer also had the ability to complete the cancellation directly at the website by logging into their Expedia account and clicking on “My Trips” prior to the hours of booking The hotel rules the customer agreed to during the booking path are as follows: Cancellations or changes made after 11:PM local hotel time, Thursday, November 16, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees However the flights were non-refundable at the time of purchase and a $per person change fee plus any difference in fare would be charged for changes made to the flight reservationPlease note that 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 providersWe hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies While we understand [redacted] ’s concerns we are unable to honor a refund in this matter 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
November 22, 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 Ms [redacted] (Revdex.com Case number [redacted] ) regarding a hotel reservationOur records indicate on November 16, 2016, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations were at the Hampton Inn Cartersville from December 9, to December 10, We understand from the complaint, the customer is requesting a refund and compensationWe firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase pathWe provide our users ample time to review the full details of the itinerary before completing the purchaseExpedia was able to capture the customer’s individual step by step booking process and prior to the customer submitting her credit card information to complete the booking, the dates of service were posted as December 9, 2016, to December 10, In addition the search results included these dates of service located on the top of the pageOn November 18, 2016, the customer contacted Expedia stating her confirmation itinerary had the incorrect dates of serviceAs the hotel’s cancelation policy which was agreed to by the customer at the time of booking was Non Refundable, the assisting representative contacted the hotel directly on behalf of the customerThe front desk assistant at the Hampton Inn, Lakisha, advised Expedia to change the reservation dates at no additional chargeDue to an outstanding balance for the rate difference and the customer refusing to pay it, the customer was unable to utilize her reservationOn November 18, 2016, Expedia processed a full refund in the amount of $An email was sent to the customer requesting a hotel receipt to pay the difference in rate, however Expedia has not received a replyAt this time we are requesting the customer please submit a copy of her hotel receiptThe customer may submit the information through the complaint submission on the Revdex.com websiteExpedia will honor the difference in rate of the original reservation and the November reservationAs this was no fault by Expedia, no additional compensation will be offeredWe 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
Complaint: [redacted] I am rejecting this response because: Expedia should already have all the information the need. They have my name and conformation number from the original ticket package I purchased from them. So, the timetable that you've allowed them should be enough. All I'm asking for is a full refund back on my credit card for my flight that I previously purchased from Expedia. com. Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Hi, This does not make any sense to me. How can a company who might done business with for years and spent thousands of dollars with failed to try and rectify a situation they created? Like I've mentioned in numerous messages before, I have spent over 10 hours on the phone with you try and resolve this issue with no assistance from your actual team. I have wasted countless hours and been on hold for so long and to only be offered $200 is absolutely ridiculous! My points are still not in my account and there is no timeframe as to when this will happen. This issue happened over two months ago and still not a resolution. my next step is going to be contacting my lawyer and forced to take this to small claims court for a resolution. Sincerely, [redacted]
June 13, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I am NOT disputing the charges for additional driver and GPS Unit that we agreed to upon arrival at Enterprise Leasing in Dublin What I am trying to resolve is the difference in the other overcharges that we cannot get the support of Expedia to help resolve I've included the original lease agreement in the amount of $as well as the documentation from their Customer Service Department via email According to our agreement, the car was to be picked up in Dublin and dropped off at Shannon Airport with no additional charges We were told at the time of piby Enterprise Leasing that there is an additional charge of $Euro or we couldn't take the car We disputed this charge and they said we could work this out with Expedia I have NEVER received an itemized bill for all of the charges, but my credit card bill came in at $USD Upon return from Ireland and in calling Expedia Customer Service, I was told that there was NOT a one way charge, this was included in our original rental agreement I can't get anyone to give me a straight story as to what the charges are since I have never received an itemized receipt which I am entitled to In both of my calls to Expedia Customer Service, they contacted Enterprise Leasing on my behalf and told me I would receive an itemized receipt via email and as of today, 9/20/2016, I haven't Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] Expedia has booked our tickets A few days after I lodged the complaint with Revdex.com, and after a couple of more attempts to contact Expedia's corporate office (and, unfortunately, a few more hours on the phone), the tickets were indeed booked, with a minor additional charge Also, Expedia offered a $hotel credit to acknowledge the trouble we had gone through (I thank Expedia for this) The fact remains, though, that a customer should not have to go through this elaborate and frustrating process merely to avail a credit from the company I hope that my complaint will prod them towards improving their customer service process I truly appreciate Revdex.com's efforts and facilitation of problems like these Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I have only received of the refund issued Sincerely, [redacted] ***
September 9, 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationOur records indicate on July 22, 2016, the customer self-booked a package reservation which included a flight, hotel and transportation, through the Expedia.com websiteAccommodations were at the Be Live Collection Punta Cana – All Inclusive from August 26, 2016, to September 2, We understand from the complaint, the customer is requesting assistanceAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, airlines, and hotel of their choiceWe do not own or operate any hotels, and we do not set any policiesWe hope the customer understands that we must adhere to the policies dictated by the hotelThe customer contacted Expedia regarding their dissatisfaction with their hotel stay and submitted picturesExpedia contacted the hotel via email and have not received a responseAt the time of booking on the Expedia website, the customer agreed to our Terms of Use, which expressly provide as follows: • The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authorityAs Expedia was charged for the reservation in question, Expedia is unable to issue a refundIf the customer is due money for additional charges incurred, the customer may submit those charges so we may provide the hotel with additional informationWe 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] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have requested that a recording of the phone calls be submitted for my review, for the second timeThe information you provided in your initial response is completely - unbelievable that your company would lie and refuse to submit proof of the conversation that actually occurredYour referencing the fact that I moved forward with the reservation had no relevance to the issue Sincerely, [redacted] ***
September 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] Expedia, Incis once again responding to the consumer complaint from Ms [redacted] (Revdex.com Complaint ID [redacted] ) regarding a reservationAs previously stated, Expedia has been unable to locate any information regarding a flight reservation for what the customer has stated in the complaintWe have checked our system for any details that could possibly be linked to a transaction made by the customer and nothing has been foundI’ve personally checked Expedia’s credit card authorization information and did not find anything pertaining to a transaction for Ms [redacted] from the information gathered from the screenshot providedAlthough this seems to be a legitimate Expedia transaction this is not under an account for Ms [redacted] That being said, Expedia will gladly provide Ms [redacted] with a $Expedia coupon for a future package or hotel booking for the time spent dealing with this issueThe coupon is available immediately and will appear in the booking path for your next qualified reservation from your personal Expedia account under the email address provided, and it is valid until one year from the date of this letterYou may also use the coupon when booking over the phone with Expedia customer supportWe would like to advise Ms [redacted] there would be no negotiating regarding this issueWe will also move forward and ask that the Revdex.com closes this case due to lack of information for this caseWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: The WEB Site for Expedia was conveniently "unavailable" or I would have used it on the day the transactions were being made If I had been communicating in writing to Expedia there is no chance for miscommunication, and non of this would be happening now Both my wife and I agree, we THOUGHT we heard, in very hard to understand, "English" that there were no NON Stop flights available This was found to be untrue, and the agent of Expedia booked based on their own experiences and flight knowledge They were unfamiliar with Delta This trip was supposed to be a vacation, however it has turned in to a nightmare I realize Expedia is a global company, but trying to get connected to someone in the United States to assist is next to impossible I nor anyone within my family, and as many as my veteran friends I can reach out to on social media will ever use them again There are numerous complaints on line, on the WEB, detailing the questionable ethics of this company I did not go to Revdex.com to begin my complaint, as EXPEDIA states, I have numerous records via my phone and my AT&T bill indicating the many, many calls that always ended up in not being switched to the U.Sexcept twice, then only to hear nothing favorable or promising I do implore you Revdex.com to further assist me, knowing full well of many numerous complaints to the Revdex.com in the past regarding this company from many others They are a matter of record For Expedia to state that they listened and determined is insufficient Their poor ethics should negate any statement regarding their findingsSincerely, [redacted] ***
Hello,I am not asking for a copy of the callI am asking for the name (first, last or both) of the airline representative that the Expedia representative spoke toExpedia was not been forth coming and up until this complaint was filed with Revdex.com, I called Expedia and was on phone calls for long periods of time, and writing emails explaining this situation to various Expedia employees and was told that someone would reach me at a later time to give me the information I needed to proceed with Avianca to request a reimbursement for the $penalty fee It was until I got no response about this matter from Expedia and hence Avianca closed my case, that I filed with Revdex.comThis has turned into some type of 'playing telephone' situationExpedia is not willing to take responsibility for the fact that I have lost my right as a client to file for a reimbursement for the penalty feesBecause Expedia made the call to Avianca and because Expedia claimed that Avianca miss informed them about cancelling my flights before I was able to submit the online reimbursement request from Avianca, and also because Expedia has not given me the information that Avianca is requesting in order for them to proceed, I ask Expedia to held responsible for the limitation that I am facing as a client Revdex.com, please advice,Kindly, [redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
September 14, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
August 13, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding his reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
July 6, 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 cruise cabin complaint Our records reflect on April 11, the customer contacted Expedia.com to book a cruise sailing June 11, with Norwegian Cruise lines, for a cruise within the Hawaiian Islands The customer booked a “Guaranteed Ocean View” category Any room booked under a “Guarantee” rate means the cruise line offers the customer a lower rate in exchange for the customer giving up their choice of a particular cabin and leaving it to the cruise line to choose and assign the cabin at their discretion, which generally happens fairly close to the sailing date Our records show that once the cruise lines assigned the cabin number for Mr***, he called Expedia wanting to upgrade to rooms that did not have partial obstruction Partially obstructed rooms are still considered “Ocean View” by the cruise lines When Expedia contacted the cruise lines on behalf of the customer to inquire about moving them to a fully unobstructed view room, the cruise line stated the only rooms left with unobstructed views were the penthouse rooms, and the customer would have to pay an upgrade fee for that option The customer chose not to do so All other unobstructed rooms were sold out While Expedia regrets the customer was unhappy with their room view, the customer did give up their option to select a particular room by accepting the “Guaranteed” category discount Norwegian Cruise lines selected the room, as they do with this rate plan, and Expedia had no input into that process Expedia operates only as a third party booking intermediary for the cruise lines The cruise line is the merchant of record and the party that actually debits the customer’s account The customer does have the option to file a complaint directly with Norwegian Cruise Lines and they will consider his issue and determine whether they may be willing to offer any refund for his case Expedia cannot offer any compensation for this matter We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: my email is [redacted] @yahoo.com, I currently am a gold member if that means anything? So now you can check why I wrote this complaint over my coupon which really was my compensation for staying in a room for 2-days w/o heatThen I proceed to make a new reservation with my coupon and the weather here on the coast has been dangerous so I end up cancelling my upcoming reservation and that goes smoothly but I NEVER GOT MY COUPON BACK> Sincerely, [redacted]
March 15, 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 Mr [redacted] is requesting a full refund On March 15, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Our records reflect on January 19, 2016, the customer self-booked a one-way flight reservation, using Expedia.com Travel was on [redacted] , departing February 11, 2016, from Raleigh, North Carolina to Phnom Penh, Cambodia The customer is stating that his flight was canceled, and was advised he would be refunded; however he has not received a refund Upon researching this matter, we can confirm on February 11, 2016, the customer contacted Expedia, advising the outbound flight was canceled Our agent contacted [redacted] ; they advised there were no flight delays Emirate advised our agent to contact the operating airline carrier, which was JetBlue On that same day, our agent contacted JetBlue, they advised the outbound flight was canceled; however, the second flight segment was reflecting as checked in JetBlue advised they could not change the status only the validating carrier [redacted] could Our agent contacted [redacted] again; however, was not able to speak to anyone The agent advised the customer, we could not exchange the flight or process the refund without authorization from the airline The customer decided to buy a new ticket, with a different carrier No further action was taken On February 22, 2016, the customer contacted Expedia, advising their outbound flight was canceled, and was advised by an Expedia agent they would be refunded The agent advised the customer they would need to contact the airline; however, the agent was not able to speak to the airline No further action was taken On March 16, 2016, Expedia contacted [redacted] on behalf of the customer [redacted] ’ advised the customer’s outbound flight was not delayed In addition, [redacted] asked if the customer can send documentation showing that his flight was canceled The customer can send that documentation into Expedia, via the Revdex.com complaint The customer would also need to submit a copy of the new ticket that he purchased On that same day, Expedia contacted JetBlue on behalf of the customer JetBlue advised they will need to verify if the outbound flight was canceled; if it was canceled, they would send that information to [redacted] JetBlue could not advise Expedia of the timeframe of the status In reviewing Mr [redacted] ’s account, Expedia is not showing any delays or cancelations for his flights The ticket is showing as flown 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 airline has its own specific set of policies and procedures as does each ticket purchased [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card)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 21, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: 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 promotion refund We understand Mr [redacted] is writing due to his request for a price match being deniedOn October 21, we contacted the customer to acknowledge receipt of their Revdex.com complaint.Our records indicate on October 9, the customer contacted Expedia to book a Hawaiian vacation package with round trip flights from Seattle to Kona, Hawaii departing on January 27, and returning February 2, His itinerary also includes a reservation at the [redacted] resort for corresponding datesMr [redacted] found a lower price on a competing website and reports being told by our Expedia booking agent that he would qualify for the Best Price Guarantee, however his request for the refund, in the amount of $and a $travel coupon was denied On October 21, 2015, as a gesture of goodwill, Expedia processed a refund in the amount of $back to the customer’s original form of payment and added a $Expedia Travel Coupon The time it takes for the credit to be available in his account depends upon how quickly his card company processes refunds It is never Expedia’s intention to inconvenience our customers, and we regret the frustration this matter caused Mr [redacted] We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Roseanne G***Tier Customer ServiceExpedia, Inc
September 28, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service %
October 6, 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package booked using Expedia Inc We understand you are seeking a refund for a hotel and flight booked through ExpediaWe researched this matter further and our records show a package reservation was booked on our website by [redacted] or an authorized user to their Expedia account on September 20, We show that our office was contacted on September 25th via email regarding the price decreasing and the customer was seeking a credit for the difference in priceThe customer received a response and was advised on our process of completing a request for a price match, the customer was also advised that our call volume was higher than due to severe weather conditions We understand the customer was waiting on a call back however because the reservation needed to be cancelled within a hour period, it is the customer’s responsibility to ensure they reached an agent to cancel the reservation as standard rules would apply after the hour period endedThe customer also had the ability to complete the cancellation directly at the website by logging into their Expedia account and clicking on “My Trips” prior to the hours of booking The hotel rules the customer agreed to during the booking path are as follows: Cancellations or changes made after 11:PM local hotel time, Thursday, November 16, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees However the flights were non-refundable at the time of purchase and a $per person change fee plus any difference in fare would be charged for changes made to the flight reservationPlease note that 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 providersWe hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies While we understand [redacted] ’s concerns we are unable to honor a refund in this matter 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
November 22, 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 Ms [redacted] (Revdex.com Case number [redacted] ) regarding a hotel reservationOur records indicate on November 16, 2016, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations were at the Hampton Inn Cartersville from December 9, to December 10, We understand from the complaint, the customer is requesting a refund and compensationWe firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase pathWe provide our users ample time to review the full details of the itinerary before completing the purchaseExpedia was able to capture the customer’s individual step by step booking process and prior to the customer submitting her credit card information to complete the booking, the dates of service were posted as December 9, 2016, to December 10, In addition the search results included these dates of service located on the top of the pageOn November 18, 2016, the customer contacted Expedia stating her confirmation itinerary had the incorrect dates of serviceAs the hotel’s cancelation policy which was agreed to by the customer at the time of booking was Non Refundable, the assisting representative contacted the hotel directly on behalf of the customerThe front desk assistant at the Hampton Inn, Lakisha, advised Expedia to change the reservation dates at no additional chargeDue to an outstanding balance for the rate difference and the customer refusing to pay it, the customer was unable to utilize her reservationOn November 18, 2016, Expedia processed a full refund in the amount of $An email was sent to the customer requesting a hotel receipt to pay the difference in rate, however Expedia has not received a replyAt this time we are requesting the customer please submit a copy of her hotel receiptThe customer may submit the information through the complaint submission on the Revdex.com websiteExpedia will honor the difference in rate of the original reservation and the November reservationAs this was no fault by Expedia, no additional compensation will be offeredWe 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
Complaint: [redacted] I am rejecting this response because: Expedia should already have all the information the need. They have my name and conformation number from the original ticket package I purchased from them. So, the timetable that you've allowed them should be enough. All I'm asking for is a full refund back on my credit card for my flight that I previously purchased from Expedia. com. Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Hi, This does not make any sense to me. How can a company who might done business with for years and spent thousands of dollars with failed to try and rectify a situation they created? Like I've mentioned in numerous messages before, I have spent over 10 hours on the phone with you try and resolve this issue with no assistance from your actual team. I have wasted countless hours and been on hold for so long and to only be offered $200 is absolutely ridiculous! My points are still not in my account and there is no timeframe as to when this will happen. This issue happened over two months ago and still not a resolution. my next step is going to be contacting my lawyer and forced to take this to small claims court for a resolution. Sincerely, [redacted]
June 13, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service