October 26, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refundOn October 25, 2016, we received receipt of the Revdex.com complaint Our records reflect on August 31, 2016, the customer self-booked a one-way flight reservation for [redacted] and [redacted] Travel was on [redacted] Airlines, departing October 6, 2016, from Minneapolis, Minnesota to George Town, BahamasItinerary Number: [redacted] The customer is stating that their flight was canceled by the airline; however the customer only received a partial refund for the flight Upon further researching this matter, we can confirm on October 4, 2016, the customer contacted Expedia to change the flight due to Hurricane MatthewExpedia processed the exchange departing, October 8, We can confirm the customer contacted Expedia on October 5, 2016, to change the flight again due to the HurricaneExpedia processed the exchange On October 19, 2016, the customer contacted Expedia advising that [redacted] Airlines canceled the flight due to the HurricaneThe customer requested the full refund for the flightExpedia contacted the airline and they advised Expedia to submit the refund request and if the airline authorized the refundThe airline would process the refund In reviewing the customer’s account the airline refunded the tickets for a total of $ On October 25, 2016, Expedia processed the refund for the remaining amount of $1,The original cost for the flight was $1,The customer has been refunded for the full amount of the flight reservation The timeframe for the refund with [redacted] Airlines is up to 8-weeks; which is a standard for all airlinesExpedia cannot expedite the refund timeframe for the airlines 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
November 2, 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 refundOn October 31, 2016, we received receipt of the Revdex.com complaint Our records reflect on July 20, 2016, the customer self-booked a package reservation for [redacted] and [redacted] Travel was on United Airlines, departing October 6, 2016, from Denver, Colorado to Orlando, Florida; returning on October 10, 2016, from Orlando, Florida to Denver, ColoradoThe package includes a hotel stay at the B Resort and Spa in Disney Springs ResortItinerary Number: [redacted] The customer is stating they have not been refunded for the flight Upon further researching this matter, we can confirm on October 6, 2016, the customer contacted Expedia to cancel the reservation due to Hurricane MatthewExpedia contacted the airline; they advised they canceled the flight due to the stormThe airline advised the customer will need to go to the United Airline website to request the refundExpedia advised the customer On November 2, 2016, Expedia contacted United Airlines on the customer’s behalf; they advised they sent the refund for the return portion back to ExpediaThe airline advised the customer was refunded in the amount of $per each ticket Expedia will process the refund back to the customer original form of paymentThe time it takes to post to the customer’s account depends on how quickly the customer’s credit card company/bank processes 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
November 24, 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 Case number [redacted] ) regarding a hotel collect reservationOur records indicate on November 10, 2016, the customer self-booked a “Hotel Collect” reservation (amount to be charged directly by the hotel, not Expedia – Expedia received no funds) through the Expedia.com websiteAccommodations were at the Quality Inn & Suites from November 25, 2016, to November 27, We understand from the complaint, the customer is requesting a refundExpedia apologizes for any confusion regarding the Travel Coupon and any inconvenience that may have occurredAccording to the Terms and Conditions of the coupon: This coupon code discount applies only to stand-alone hotel bookings (not a hotel booking in combination with any other product or offering such as flight + hotel or flight + hotel + car) made online at www.expedia.com that are prepaid at the time of booking (subject to the restrictions set out in the Terms and Conditions below) However the reservation that the customer attempted to apply the coupon to was a Hotel Collect booking in which the customer would pay upon arrival at the hotel, thus not being able to utilize the couponWe 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
August 1, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request Our records indicate the customer self-booked an Expedia Unpublished Rate hotel reservation online on July 3, 2016, located in Dennis Port, Massachusetts, from July 8, to July 10, The hotel provided was the Jonathan Edwards Motel We understand from the complaint the customer has requested a refund of $618.81, the full price of his reservation Expedia Unpublished Rate hotels appear in the search results after a customer executes a standalone hotel search on ExpediaThe customer chooses the area (as defined in the search parameters, with Map views and a mileage legend provided), star rating, price, and a few amenities, but the hotel name and address appear only after the booking is completed Prior to entering credit card information at the time of booking, customers agree to the following hotel rules and restrictions: Prices this low require us to hide the name until immediately after you book Your credit card will be charged for the full payment upon reservation Expedia Unpublished Rate Hotel bookings are final (no refunds, changes an cancellations Some hotels may charge resort or other fees Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenExpedia.com serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners Opaque bookings are an opportunity for savings, but customers choosing to book through this program do so with the understanding that they are booking a non-refundable room and will not have opportunity to evaluate the ratings and reviews of the particular hotel prior to making a reservation The star ratings for this program are bases on several factors, including our own rating, customer review ratings, and even an aggregate of other well respected rating services A current search for the Jonathon Edwards Motel, where the customer was booked, shows a star rating on Expedia, stars on Orbitz, Stars on Booking.com, stars on Trip Advisor, on Google, on Reservations.com, and on Hotels.com An average sets this hotel at well into the three star range and therefore it would be made available in the unpublished, rate three star, inventory The customer contacted our agents by phone prior to her stay and she was advised that we could not cancel her reservation Due to the rules and restrictions agreed to by Ms [redacted] at the time of booking, we are unable to offer a refund for this itineraryWe regret that our response cannot be more favorable We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
June 23, 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 August 18, 2015, Ms [redacted] booked a flight that she canceled on October 1, According to her complaint, Ms [redacted] contacted our office to apply the credit towards the cost of a new ticket but was unable to as she was informed that our system was downShe booked her flight directly with an airline after her unsuccessful attempt to use her credit of $She is requesting that we issue the refund since she was not able to use the credit to book her flight We contacted Ms [redacted] by phone and apologized for the inconvenienceWe offered to issue the refund that she requested a courtesyShe acceptedWe advised that we would process a refund of $to the original form of paymentThis refund could take 3-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 don't agree I called several times when I did not see anyone from the tour When I did get through to someone, I was told that I would not have enough time to walk to the different location and the tour guide would not wait on me The google directions for the address listed took me to the school and not the gallery I realize Expedia says they are a third party person but I booked the tour with them and not City Works Sincerely, [redacted]
September 2, 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 We have forward this complaint to our internal department to review the actual transaction to determine if a site error occurredWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service %
May 2, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting a refundOn April 23, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 17, 2017, the customer self-booked a pay later hotel reservation for the Comfort Inn & Suites San Diego-Zoo Sea World chedate September 1, 2017, check-out date September 6, 2017, via itinerary number [redacted] The customer is stating that they were unaware of the cancellation policy for the reservation 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 a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing Upon further researching this matter, we can confirm on March 27, 2017, the customer contacted Expedia to cancel the reservation and receive the full refundExpedia contacted the hotel; they advised that the reservation was nonrefundable and would not authorize the refund On April 26, 2017, the customer contacted Expedia requesting the refund for the reservationExpedia contacted the hotel; they advised that as a courtesy they would process the refund back to the customer’s original form of payment On May 2, 2017, Expedia contacted the hotel; they advised that the refund was issued on April 26, Since the hotel has process the refund 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] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: I am rejecting this response because Expedia is claiming they need more time That is their standard "stalling" technique and they have had ample time to resolve this issue I would like for them to truly address this issue and provide feedback Thank you.Sincerely, [redacted] ***
January 9, Revdex.com Alaska, Oregon & Western Wa**ington Complaint DepartmentRE: Expedia Case O- [redacted] Dear Revdex.com,Thank you for your responseWe have reviewed the documentation/new information Ms [redacted] provided to further address her concerns.We understand per the customers complaint **e never booked this reservationWhen reviewing the reservation we are able to verify that this is simply a site errorThe customer was never charged for this reservation and no one accessed the customer’s account without her authorizationUpon further review we can verify that this is linked to a flight reservation that was booked in November of That reservation was used and paid forWe apologize about the inconvenience and can verify that this reservation that is **owing in the customer’s account was never purchasedWe can verify that the customer called our customer service today and was advised that there is was no one in her account without permission and if **e would like **e can delete her account from her end.At this time we are unable to authorize any compensation as the customer was never chargedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
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, 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 Dr [redacted] (Revdex.com case number [redacted] ) regarding pending charges on their credit card We understand Dr [redacted] is concerned about pending transactions on his credit card for a recent purchased made using Expedia.com We researched this matter further and we show cancelled charges for the amounts of $2.306.52, $945.90, $processed on October 3, which should have returned to the credit card within hours Then we should on October 4, we show six confirmed charges for $994.95, $1,805.50, $2,155,86, $$756.72, $for two package reservation that includes flight and hotels Finally, we show refunds processed in the amounts of $225.00, $1,040.76, $1,processed back to card ending on October 4, You should expect to receive those refunds within business days of the above mentioned date We apologize for any inconvenience this may have caused; based on our findings no additional action is required, we hope this clears up any confusion 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
August 25, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting that Expedia respond to her complaintOn August 22, 2017, we received receipt of the Revdex.com complaint Our records reflect August 8, 2017; the customer self-booked a hotel reservation at The Reserve at Paradisus Punta Cana Resort-All Inclusive with a chedate of November 28, 2017, and a check-out date of December 8, 2017, via itinerary number [redacted] The customer is stating that they encountered an error while booking the reservationThe customer is stating that they attempted to book a package which included a flight and hotel; however the hotel was only booked and confirmed Upon further researching this matter, we can confirm on August 8, 2017, the customer contacted Expedia advising that they booked a package reservation; however only the hotel booking was confirmedThe customer request to cancel the hotel and rebook the package reservation, Expedia contacted the hotel because it was nonrefundableThe hotel would not authorize the refund Expedia contacted the hotel again on the customer’s behalf; who advised that they would allow the customer to cancel and rebook; however the customer must first rebook the same hotel reservation, which is a nonrefundable rate, if not the hotel would not authorize the refundOnce the new reservation is booked and confirmed the hotel would authorize the refund for the original bookingPlease note that Expedia cannot honor the original price The customer can contact our customer service department at 1-800-397-The customer can reference the itinerary number and the case number [redacted] , when contacting Expedia Expedia reviewed the customer’s booking session that was made on August 8, During the booking and checkout path on our website, it was disclosed that the flight date search was no longer available and advised the customer to research the flight dates or continue to book the hotel separatelyThe customer completed the reservation with only the hotel booking Please 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 do not own or operate any hotels, nor do we set any policies related to refundWe hope you understand that we must adhere to the policies of the hotel in this case We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
May 25, Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case: [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on May 18, 2017, booked a five-night stay at the Econo Lodge & Suites from May 21, 2017, through May 26, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative for $The terms agreed to at the time of booking were as follows;Cancellations or changes made after 3:PM local hotel time, Sunday, May 21, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees.We understand from Mr [redacted] ’s complaint that he canceled his reservation “on time” so that he would not be chargedHowever; he learned that he had been charged the full $by the Econo LodgeMr [redacted] stated that Expedia canceled his reservation on our end and neglected to inform the Econo LodgeMr [redacted] contacted both Expedia the Econo Lodge and learned that he was charged for one night and the Econo Lodge processed a partial refund of $On May 22, 2017, Mr [redacted] contacted our office and requested to cancel his reservationAs the reservation had entered the penalty phase, we contacted the Econo Lodge on the customer’s behalfWe requested that they process a full refundRegrettably, our request was deniedMr [redacted] asserted that canceled the reservation online prior to entering the penalty phaseWe informed him that our records show no cancellation was made onlinePlease note that each of the hotels with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to themIf the refund is not issued within the 3-business day time frame that the hotel mentioned, we recommend contacting them directlyIf Mr [redacted] is willing to send a copy of the cancellation email that he received, perhaps we can revisit the issue and submit for a refund of the remaining balanceAgain, 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 usSincerely,Marlon J [redacted] Corporate Correspondence Team
May 12, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservation Our records indicate on April 22, 2015, the customer booked a Hotel Collect reservation using the Expedia.com websiteAccommodations were at the [redacted] from May 1, 2015, to May 3, We understand from the complaint, the customer is requesting a refund Upon receipt of the Revdex.com submission, we were able to verify on April 29, (9:45pm), the customer contacted Expedia requesting to cancel her reservation without a penalty feeThe assisting representative advised Ms [redacted] of the hotel’s terms and conditions which she agreed to at the time of booking and which can be found on her itinerary: · Cancellation and Change Policy: Refundable Cancellations or changes made after 2:PM local hotel time, Wednesday, April 29, are subject to a hotel fee equal to night(s) plus taxes and fees As this particular reservation is a Hotel Collect reservation, no money was charged to the customer by ExpediaExpedia contacted the hotel on behalf of the customer requesting a refundAs the hotel’s front desk was closed, Ms [redacted] was advised she would receive an e-mail from Expedia regarding the out-come On May 1, 2015, Expedia e-mailed the customer notifying her she would need to contact the hotel directly Expedia.com serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners As this was a Hotel Collect reservation, Expedia did not receive any payment for this reservation and as a result, Expedia is unable to issue a refund as requestedWe 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, [redacted] Tier Customer Service
Thanks for your response expedia!Yes, I got a refund for all the hotels you sent me to and I never staid at because of the horrible lotion, information or they were already bookedMy problem is not solved as I had to find a hotel myself at 2:am in the morning because the hotel you sent me to was already booked!I expect you to pay for my stay at the only hotel that was available in the area at that timeI also spent a lot of money on taxi costs.I am happy to explain AGAIN in detail about your service and what you put me through that night plus send all pictures and receipts!!! (attached is the amount I had to pay at the only hotel available, please note, that is USD not Can)I look forward to hear back from you soon [redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This matter is not resolved, I in no way violated terms as I received the code through Discover IT cardThey have yet to explain how I can print out the hotel confirmation the day before I left for my trip.If they truly cancelled on Feb 17, there would be no confirmation of the itineraryThis is unacceptable and I ask the Revdex.com to take the proper measures in making sure this company does not treat customers like thisI also ask the Revdex.com to look into the minute hold time experienced every time I callPlease take a closer look at this company and make them stop their deceptive practicesThe CEO Dara K [redacted] should be the one addresses these complaints, as there are manyDo not let Expedia get away with leaving me stranded miles from home.Sincerely, [redacted] ***
August 23, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint she is requesting a refund of her flight reservation due to her name being entered incorrectly.Our records indicate on August 16, the customer self-booked round trip flight for one passenger on Orbitz.comThe customers flights were operated by Lufthansa, departing from Tampa, FL to Lisbon on August 25, and returning on September 5, 2017.Please also note that when completing your booking on Expedia’s website, you agreed to our Terms of Use, which expressly provide:You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are metOrbitz has no special knowledge regarding foreign entry requirements or travel documentsWe urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.Passport and Visa: You must consult the relevant Embassy or Consulate for this informationRequirements may change and you should check for up-to-date information before booking and departureWe accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting throughThis includes all stops made by the aircraft, even if you do not leave the aircraft or airport.We understand that the customer is claiming that she entered the name that was on her driver’s license due to our site stating “Traveler names must match government-issued photo ID exactly.” This statement is trueDue to the customer traveling internationally we leave the choice up to the individual as to which government-issued photo ID they need to travel withAs this is not an Expedia error we are unable to offer any compensation for this reservation.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
November 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationOur records indicate on October 18, 2016, the customer self-booked a flight reservation which included travel insurance through the Expedia.com websiteTravel is with American Airlines departing November 4, We understand from the complaint the customer is requesting a refund due to the travel insurance booked with the flight reservationAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedAmerican Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card)We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refundsExpedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenAt the time of his booking Mr [redacted] agreed to the terms and agreement related to the travel insurance which also can be found on his itinerary: Part ATravel Arrangement Protection Trip Cancellation and Trip Interruption Benefits Pre-Departure Trip Cancellation We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered TripThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered TripWe 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
November 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 case ID # [redacted] ) regarding a hotel reservationUpon receipt of the Revdex.com submission, we have verified this issue was resolved on October 28, A full refund in the amount of $was processed back to the customer’s original form of paymentThe time it takes to post the refund to Ms [redacted] account depends on how quickly her credit card company processes refundsPlease accept our apologies in regards to the customer’s recent experience with the Expedia Customer Service CenterWe regret any inconvenience that may have occurred and would like to assure Ms [redacted] that her business is important to usWe 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]
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 October 18, 2015, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from Chicago, Illinois to Boston, Massachusetts and a three-night stay at the Sheraton Hotel from May 25, 2016, through May 28, 2016.We understand from Mr***’s complaint that he contacted Jet Blue with a request to change his flight and was instructed to contact Expedia since he’d booked his flights on Expedia’s websiteWhen he contacted Expedia, he was informed that the tickets were non-changeableMr [redacted] says that he ultimately booked a new set of flights with a different airlineMr [redacted] is requesting that Expedia process a refund for the taxes paid for the initial flightsWe have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representativePer the terms and conditions agreed to at the time of booking, the package was non-refundable, non-changeable and non-transferableAs such, we were unable to honor a request to change the date of the ticketsMr [redacted] stated that Jet Blue informed him that the flights were changeable, but per the terms and conditions, they were notHe also states that Jet Blue told him that the taxes were refundable, but after review, we have confirmed that the taxes were also non-refundableWe regret any misunderstanding but, Expedia is unable to honor Mr***’s request of a refundWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Marlon J [redacted] Tier Customer Service
October 26, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refundOn October 25, 2016, we received receipt of the Revdex.com complaint Our records reflect on August 31, 2016, the customer self-booked a one-way flight reservation for [redacted] and [redacted] Travel was on [redacted] Airlines, departing October 6, 2016, from Minneapolis, Minnesota to George Town, BahamasItinerary Number: [redacted] The customer is stating that their flight was canceled by the airline; however the customer only received a partial refund for the flight Upon further researching this matter, we can confirm on October 4, 2016, the customer contacted Expedia to change the flight due to Hurricane MatthewExpedia processed the exchange departing, October 8, We can confirm the customer contacted Expedia on October 5, 2016, to change the flight again due to the HurricaneExpedia processed the exchange On October 19, 2016, the customer contacted Expedia advising that [redacted] Airlines canceled the flight due to the HurricaneThe customer requested the full refund for the flightExpedia contacted the airline and they advised Expedia to submit the refund request and if the airline authorized the refundThe airline would process the refund In reviewing the customer’s account the airline refunded the tickets for a total of $ On October 25, 2016, Expedia processed the refund for the remaining amount of $1,The original cost for the flight was $1,The customer has been refunded for the full amount of the flight reservation The timeframe for the refund with [redacted] Airlines is up to 8-weeks; which is a standard for all airlinesExpedia cannot expedite the refund timeframe for the airlines 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
November 2, 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 refundOn October 31, 2016, we received receipt of the Revdex.com complaint Our records reflect on July 20, 2016, the customer self-booked a package reservation for [redacted] and [redacted] Travel was on United Airlines, departing October 6, 2016, from Denver, Colorado to Orlando, Florida; returning on October 10, 2016, from Orlando, Florida to Denver, ColoradoThe package includes a hotel stay at the B Resort and Spa in Disney Springs ResortItinerary Number: [redacted] The customer is stating they have not been refunded for the flight Upon further researching this matter, we can confirm on October 6, 2016, the customer contacted Expedia to cancel the reservation due to Hurricane MatthewExpedia contacted the airline; they advised they canceled the flight due to the stormThe airline advised the customer will need to go to the United Airline website to request the refundExpedia advised the customer On November 2, 2016, Expedia contacted United Airlines on the customer’s behalf; they advised they sent the refund for the return portion back to ExpediaThe airline advised the customer was refunded in the amount of $per each ticket Expedia will process the refund back to the customer original form of paymentThe time it takes to post to the customer’s account depends on how quickly the customer’s credit card company/bank processes 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
November 24, 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 Case number [redacted] ) regarding a hotel collect reservationOur records indicate on November 10, 2016, the customer self-booked a “Hotel Collect” reservation (amount to be charged directly by the hotel, not Expedia – Expedia received no funds) through the Expedia.com websiteAccommodations were at the Quality Inn & Suites from November 25, 2016, to November 27, We understand from the complaint, the customer is requesting a refundExpedia apologizes for any confusion regarding the Travel Coupon and any inconvenience that may have occurredAccording to the Terms and Conditions of the coupon: This coupon code discount applies only to stand-alone hotel bookings (not a hotel booking in combination with any other product or offering such as flight + hotel or flight + hotel + car) made online at www.expedia.com that are prepaid at the time of booking (subject to the restrictions set out in the Terms and Conditions below) However the reservation that the customer attempted to apply the coupon to was a Hotel Collect booking in which the customer would pay upon arrival at the hotel, thus not being able to utilize the couponWe 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
August 1, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request Our records indicate the customer self-booked an Expedia Unpublished Rate hotel reservation online on July 3, 2016, located in Dennis Port, Massachusetts, from July 8, to July 10, The hotel provided was the Jonathan Edwards Motel We understand from the complaint the customer has requested a refund of $618.81, the full price of his reservation Expedia Unpublished Rate hotels appear in the search results after a customer executes a standalone hotel search on ExpediaThe customer chooses the area (as defined in the search parameters, with Map views and a mileage legend provided), star rating, price, and a few amenities, but the hotel name and address appear only after the booking is completed Prior to entering credit card information at the time of booking, customers agree to the following hotel rules and restrictions: Prices this low require us to hide the name until immediately after you book Your credit card will be charged for the full payment upon reservation Expedia Unpublished Rate Hotel bookings are final (no refunds, changes an cancellations Some hotels may charge resort or other fees Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenExpedia.com serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners Opaque bookings are an opportunity for savings, but customers choosing to book through this program do so with the understanding that they are booking a non-refundable room and will not have opportunity to evaluate the ratings and reviews of the particular hotel prior to making a reservation The star ratings for this program are bases on several factors, including our own rating, customer review ratings, and even an aggregate of other well respected rating services A current search for the Jonathon Edwards Motel, where the customer was booked, shows a star rating on Expedia, stars on Orbitz, Stars on Booking.com, stars on Trip Advisor, on Google, on Reservations.com, and on Hotels.com An average sets this hotel at well into the three star range and therefore it would be made available in the unpublished, rate three star, inventory The customer contacted our agents by phone prior to her stay and she was advised that we could not cancel her reservation Due to the rules and restrictions agreed to by Ms [redacted] at the time of booking, we are unable to offer a refund for this itineraryWe regret that our response cannot be more favorable We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
June 23, 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 August 18, 2015, Ms [redacted] booked a flight that she canceled on October 1, According to her complaint, Ms [redacted] contacted our office to apply the credit towards the cost of a new ticket but was unable to as she was informed that our system was downShe booked her flight directly with an airline after her unsuccessful attempt to use her credit of $She is requesting that we issue the refund since she was not able to use the credit to book her flight We contacted Ms [redacted] by phone and apologized for the inconvenienceWe offered to issue the refund that she requested a courtesyShe acceptedWe advised that we would process a refund of $to the original form of paymentThis refund could take 3-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 don't agree I called several times when I did not see anyone from the tour When I did get through to someone, I was told that I would not have enough time to walk to the different location and the tour guide would not wait on me The google directions for the address listed took me to the school and not the gallery I realize Expedia says they are a third party person but I booked the tour with them and not City Works Sincerely, [redacted]
September 2, 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 We have forward this complaint to our internal department to review the actual transaction to determine if a site error occurredWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service %
May 2, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting a refundOn April 23, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 17, 2017, the customer self-booked a pay later hotel reservation for the Comfort Inn & Suites San Diego-Zoo Sea World chedate September 1, 2017, check-out date September 6, 2017, via itinerary number [redacted] The customer is stating that they were unaware of the cancellation policy for the reservation 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 a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing Upon further researching this matter, we can confirm on March 27, 2017, the customer contacted Expedia to cancel the reservation and receive the full refundExpedia contacted the hotel; they advised that the reservation was nonrefundable and would not authorize the refund On April 26, 2017, the customer contacted Expedia requesting the refund for the reservationExpedia contacted the hotel; they advised that as a courtesy they would process the refund back to the customer’s original form of payment On May 2, 2017, Expedia contacted the hotel; they advised that the refund was issued on April 26, Since the hotel has process the refund 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] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: I am rejecting this response because Expedia is claiming they need more time That is their standard "stalling" technique and they have had ample time to resolve this issue I would like for them to truly address this issue and provide feedback Thank you.Sincerely, [redacted] ***
January 9, Revdex.com Alaska, Oregon & Western Wa**ington Complaint DepartmentRE: Expedia Case O- [redacted] Dear Revdex.com,Thank you for your responseWe have reviewed the documentation/new information Ms [redacted] provided to further address her concerns.We understand per the customers complaint **e never booked this reservationWhen reviewing the reservation we are able to verify that this is simply a site errorThe customer was never charged for this reservation and no one accessed the customer’s account without her authorizationUpon further review we can verify that this is linked to a flight reservation that was booked in November of That reservation was used and paid forWe apologize about the inconvenience and can verify that this reservation that is **owing in the customer’s account was never purchasedWe can verify that the customer called our customer service today and was advised that there is was no one in her account without permission and if **e would like **e can delete her account from her end.At this time we are unable to authorize any compensation as the customer was never chargedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
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, 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 Dr [redacted] (Revdex.com case number [redacted] ) regarding pending charges on their credit card We understand Dr [redacted] is concerned about pending transactions on his credit card for a recent purchased made using Expedia.com We researched this matter further and we show cancelled charges for the amounts of $2.306.52, $945.90, $processed on October 3, which should have returned to the credit card within hours Then we should on October 4, we show six confirmed charges for $994.95, $1,805.50, $2,155,86, $$756.72, $for two package reservation that includes flight and hotels Finally, we show refunds processed in the amounts of $225.00, $1,040.76, $1,processed back to card ending on October 4, You should expect to receive those refunds within business days of the above mentioned date We apologize for any inconvenience this may have caused; based on our findings no additional action is required, we hope this clears up any confusion 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
August 25, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting that Expedia respond to her complaintOn August 22, 2017, we received receipt of the Revdex.com complaint Our records reflect August 8, 2017; the customer self-booked a hotel reservation at The Reserve at Paradisus Punta Cana Resort-All Inclusive with a chedate of November 28, 2017, and a check-out date of December 8, 2017, via itinerary number [redacted] The customer is stating that they encountered an error while booking the reservationThe customer is stating that they attempted to book a package which included a flight and hotel; however the hotel was only booked and confirmed Upon further researching this matter, we can confirm on August 8, 2017, the customer contacted Expedia advising that they booked a package reservation; however only the hotel booking was confirmedThe customer request to cancel the hotel and rebook the package reservation, Expedia contacted the hotel because it was nonrefundableThe hotel would not authorize the refund Expedia contacted the hotel again on the customer’s behalf; who advised that they would allow the customer to cancel and rebook; however the customer must first rebook the same hotel reservation, which is a nonrefundable rate, if not the hotel would not authorize the refundOnce the new reservation is booked and confirmed the hotel would authorize the refund for the original bookingPlease note that Expedia cannot honor the original price The customer can contact our customer service department at 1-800-397-The customer can reference the itinerary number and the case number [redacted] , when contacting Expedia Expedia reviewed the customer’s booking session that was made on August 8, During the booking and checkout path on our website, it was disclosed that the flight date search was no longer available and advised the customer to research the flight dates or continue to book the hotel separatelyThe customer completed the reservation with only the hotel booking Please 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 do not own or operate any hotels, nor do we set any policies related to refundWe hope you understand that we must adhere to the policies of the hotel in this case We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
May 25, Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case: [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on May 18, 2017, booked a five-night stay at the Econo Lodge & Suites from May 21, 2017, through May 26, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative for $The terms agreed to at the time of booking were as follows;Cancellations or changes made after 3:PM local hotel time, Sunday, May 21, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees.We understand from Mr [redacted] ’s complaint that he canceled his reservation “on time” so that he would not be chargedHowever; he learned that he had been charged the full $by the Econo LodgeMr [redacted] stated that Expedia canceled his reservation on our end and neglected to inform the Econo LodgeMr [redacted] contacted both Expedia the Econo Lodge and learned that he was charged for one night and the Econo Lodge processed a partial refund of $On May 22, 2017, Mr [redacted] contacted our office and requested to cancel his reservationAs the reservation had entered the penalty phase, we contacted the Econo Lodge on the customer’s behalfWe requested that they process a full refundRegrettably, our request was deniedMr [redacted] asserted that canceled the reservation online prior to entering the penalty phaseWe informed him that our records show no cancellation was made onlinePlease note that each of the hotels with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to themIf the refund is not issued within the 3-business day time frame that the hotel mentioned, we recommend contacting them directlyIf Mr [redacted] is willing to send a copy of the cancellation email that he received, perhaps we can revisit the issue and submit for a refund of the remaining balanceAgain, 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 usSincerely,Marlon J [redacted] Corporate Correspondence Team
May 12, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservation Our records indicate on April 22, 2015, the customer booked a Hotel Collect reservation using the Expedia.com websiteAccommodations were at the [redacted] from May 1, 2015, to May 3, We understand from the complaint, the customer is requesting a refund Upon receipt of the Revdex.com submission, we were able to verify on April 29, (9:45pm), the customer contacted Expedia requesting to cancel her reservation without a penalty feeThe assisting representative advised Ms [redacted] of the hotel’s terms and conditions which she agreed to at the time of booking and which can be found on her itinerary: · Cancellation and Change Policy: Refundable Cancellations or changes made after 2:PM local hotel time, Wednesday, April 29, are subject to a hotel fee equal to night(s) plus taxes and fees As this particular reservation is a Hotel Collect reservation, no money was charged to the customer by ExpediaExpedia contacted the hotel on behalf of the customer requesting a refundAs the hotel’s front desk was closed, Ms [redacted] was advised she would receive an e-mail from Expedia regarding the out-come On May 1, 2015, Expedia e-mailed the customer notifying her she would need to contact the hotel directly Expedia.com serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners As this was a Hotel Collect reservation, Expedia did not receive any payment for this reservation and as a result, Expedia is unable to issue a refund as requestedWe 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, [redacted] Tier Customer Service
Thanks for your response expedia!Yes, I got a refund for all the hotels you sent me to and I never staid at because of the horrible lotion, information or they were already bookedMy problem is not solved as I had to find a hotel myself at 2:am in the morning because the hotel you sent me to was already booked!I expect you to pay for my stay at the only hotel that was available in the area at that timeI also spent a lot of money on taxi costs.I am happy to explain AGAIN in detail about your service and what you put me through that night plus send all pictures and receipts!!! (attached is the amount I had to pay at the only hotel available, please note, that is USD not Can)I look forward to hear back from you soon [redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This matter is not resolved, I in no way violated terms as I received the code through Discover IT cardThey have yet to explain how I can print out the hotel confirmation the day before I left for my trip.If they truly cancelled on Feb 17, there would be no confirmation of the itineraryThis is unacceptable and I ask the Revdex.com to take the proper measures in making sure this company does not treat customers like thisI also ask the Revdex.com to look into the minute hold time experienced every time I callPlease take a closer look at this company and make them stop their deceptive practicesThe CEO Dara K [redacted] should be the one addresses these complaints, as there are manyDo not let Expedia get away with leaving me stranded miles from home.Sincerely, [redacted] ***
August 23, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint she is requesting a refund of her flight reservation due to her name being entered incorrectly.Our records indicate on August 16, the customer self-booked round trip flight for one passenger on Orbitz.comThe customers flights were operated by Lufthansa, departing from Tampa, FL to Lisbon on August 25, and returning on September 5, 2017.Please also note that when completing your booking on Expedia’s website, you agreed to our Terms of Use, which expressly provide:You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are metOrbitz has no special knowledge regarding foreign entry requirements or travel documentsWe urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.Passport and Visa: You must consult the relevant Embassy or Consulate for this informationRequirements may change and you should check for up-to-date information before booking and departureWe accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting throughThis includes all stops made by the aircraft, even if you do not leave the aircraft or airport.We understand that the customer is claiming that she entered the name that was on her driver’s license due to our site stating “Traveler names must match government-issued photo ID exactly.” This statement is trueDue to the customer traveling internationally we leave the choice up to the individual as to which government-issued photo ID they need to travel withAs this is not an Expedia error we are unable to offer any compensation for this reservation.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
November 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationOur records indicate on October 18, 2016, the customer self-booked a flight reservation which included travel insurance through the Expedia.com websiteTravel is with American Airlines departing November 4, We understand from the complaint the customer is requesting a refund due to the travel insurance booked with the flight reservationAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedAmerican Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card)We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refundsExpedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenAt the time of his booking Mr [redacted] agreed to the terms and agreement related to the travel insurance which also can be found on his itinerary: Part ATravel Arrangement Protection Trip Cancellation and Trip Interruption Benefits Pre-Departure Trip Cancellation We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered TripThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered TripWe 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
November 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 case ID # [redacted] ) regarding a hotel reservationUpon receipt of the Revdex.com submission, we have verified this issue was resolved on October 28, A full refund in the amount of $was processed back to the customer’s original form of paymentThe time it takes to post the refund to Ms [redacted] account depends on how quickly her credit card company processes refundsPlease accept our apologies in regards to the customer’s recent experience with the Expedia Customer Service CenterWe regret any inconvenience that may have occurred and would like to assure Ms [redacted] that her business is important to usWe 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]
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 October 18, 2015, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from Chicago, Illinois to Boston, Massachusetts and a three-night stay at the Sheraton Hotel from May 25, 2016, through May 28, 2016.We understand from Mr***’s complaint that he contacted Jet Blue with a request to change his flight and was instructed to contact Expedia since he’d booked his flights on Expedia’s websiteWhen he contacted Expedia, he was informed that the tickets were non-changeableMr [redacted] says that he ultimately booked a new set of flights with a different airlineMr [redacted] is requesting that Expedia process a refund for the taxes paid for the initial flightsWe have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representativePer the terms and conditions agreed to at the time of booking, the package was non-refundable, non-changeable and non-transferableAs such, we were unable to honor a request to change the date of the ticketsMr [redacted] stated that Jet Blue informed him that the flights were changeable, but per the terms and conditions, they were notHe also states that Jet Blue told him that the taxes were refundable, but after review, we have confirmed that the taxes were also non-refundableWe regret any misunderstanding but, Expedia is unable to honor Mr***’s request of a refundWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Marlon J [redacted] Tier Customer Service