December 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 October 2, 2015, Ms [redacted] booked a hotel reservation with accommodations at the Days Inn Nashville-Airport from October 21, 2015, to October 24, We understand from the complaint, the customer is requesting a refund due to additional charges incurredUpon receipt of the Revdex.com submission, we have verified on March 8, 2014, the customer contacted Expedia requesting an early chealong with a request for a crib and refrigerator in her roomWe apologize for the misinformation she received as she was not informed this was based on availabilityHowever on October 21, 2015, the customer received a full refund in the amount of $with all hotel cancellation fees waivedIn addition the customer received a $Travel CouponWe apologize for any inconvenience that may have occurredAs this issue has been resolved, no further compensation will be providedWe 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
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
Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear [redacted] did not accept our response and/or resolution offered Since the customer is requesting a copy of the call recording, the customer will need to submit a court order subpoena in order for Expedia to provide the customer a copy of the recording We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
June 23, 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding hotel reservationsWe understand the customer is requesting a refund in the amount of $for their hotel booking The customer’s comment stated they encountered difficulties with their recent hotel reservation, and we would like to further research the matter in order to assist the customer with their concernsThe information provided in the customer’s comment was not linked to an account or itineraryWe ask the customer please provide us with an itinerary numberThe customer may also provide the email address used to make their reservation so that we may fully review the concerns the customer noted 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, Nicole P [redacted] Tier Customer Service %
February 10, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com case number [redacted] ) regarding a refund request Regrettably, the customer has not provided an itinerary number and a search of her name and the email address on this complaint do not return any records If Ms [redacted] would like to provide the itinerary number of the travel she is asking to be refunded, we will be happy to research the matter and reply with any resolution we can offer We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
September 02, 2016 RevDex.com Expedia.com – Dallas and Northeast Texas Complaint Department Re: Expedia Case #: [redacted] Dear RevDex.com, Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the BBB allowing us to address... the comments and concerns which have been brought to our attention. Expedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia.com is responding to the consumer complaint from [redacted] (BBB complaint # [redacted] ) regarding the customer service issues. Upon researching Mr. [redacted] ’s complaint, we were unable to find the itinerary number the customer provided. Further research shows, contact information provided is linked to multiple accounts but no itinerary searches or customer service contact details were found. Please provide more information such as full itinerary number, other email address used to book the reservation. 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 at 1-800-Expedia (1-800-397-3342). Sincerely, Daniel A [redacted] Tier 3 Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like request a further update within days.Sincerely, [redacted]
May 23, 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
July 21, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Itinerary [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is writing regarding a coupon offer that did not correctly apply to her booking Our records reflect this matter was resolved on July 13, 2015, when Expedia processed an additional refund in the amount of $back to the customer’s original form of payment The time it takes to post the refund to her account depends on how quickly her credit card company processed refunds This refund, added to the original refund of $processed on July 4, provides the original $the customer should have received for the coupon offer she attempted to apply when booking her itinerary., It is never Expedia’s intent to inconvenience our customers and we do want to express our apologies to Ms [redacted] for this situationA previous agent added a $future travel coupon to her online account and we hope she will allow us the opportunity to improve upon her experience in the future We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever I am concerned about Expedia having told me they can see my trips for and that they can clearly see I spent enough money to justify my claimI do not understand why the flight information is needed if the amount of money I have spent clearly shows what my status should beI have a day old email from Tier Customer Support that supports what my status should beI'm just really confused by their responseSincerely, [redacted]
June 23, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the RevDex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation On May 2, 2015, the customer self-booked a one-way flight reservation with travel protection for two travelers using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Maui, Hawaii to San Francisco, CA, departing on May 26, On May 15, 2015, Mr [redacted] contacted Expedia and exchanged the tickets to a different destination, subject to the airline imposed penalty fee of $per person, for a total of $We understand he is requesting to receive a refund of the $penalty fees based on the travel insurance he purchased While we were unable to verify whether Expedia’s representative guaranteed a refund of the airline’s penalty fees at the time of exchange, Expedia is willing to issue a refund as an offer of good faith A refund in the amount of $was issued on June 23, 2015, back to the original form of paymentThe time it takes a refund to post to Mr [redacted] account depends on how quickly his credit card company processes refunds We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
October 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer reply from [redacted] Expedia, Incis responding to the consumer complaint Revdex.com case number [redacted] regarding a hotel reservationWe would like to thank them for the information received on October 13, The information included the itinerary number and email address associated with their hotel reservationOur records indicate on July 3, 2015, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the [redacted] by Wyndham Union City/Atlanta Airport from September 25, 2015, to September 28, We understand from the complaint, the customer is requesting a refundExpedia.com acts only as an as a third party intermediary for travel providers such as hotels Expedia does not charge any cancellation or change fees for our hotels, however the hotel doesThe terms and conditions are agreed to by the customer at the time of booking and are listed on the customer’s itineraryCancellation or Change Policy • Cancellations or changes made after 3:PM (Eastern Daylight Time (US & Canada)) on September 25, are subject to a hotel fee equal to the first night's rate plus taxes and fees• Cancellations or changes made after cheon September 25, are subject to a hotel fee equal to 100% of the total amount paid for the reservationUpon receipt of the Revdex.com submission, we verified on September 26, 2015, the customer contacted Expedia stating upon arrival, the hotel did not have any rooms availableThe assisting representative contacted the hotel directly on behalf of the customer and was advised the customer arrived on September 26, 2015, at 4:59amThe status was already a “no-show” statusThe hotel refused a refund due to the terms and agreements agreed to by the customerOn October 3, 2015, an email was sent to the customer regarding the hotel response and their decision not to refundAs Expedia does not have the authority to override or to change the hotel’s policies we are unable to 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 usSincerely, Lisa S [redacted] Tier Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
August 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 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 July 30, 2016, we received receipt of the Revdex.com complaint Our records reflect on May 25, 2016, the customer self-booked a package reservation for [redacted] using Expedia.com Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North CarolinaA hotel stay at the Holiday Inn Express Chicago-Magnificent Mile, chedate July 31, 2016, check-out date August 5, Itinerary Number: [redacted] The customer is stating they encountered an error while booking the reservationThe customer is stating Expedia could only offer to cancel and rebook the customer; however Expedia could not honor the original cost of the flight We can confirm on July 30, 2016, the customer contacted Expedia, advising his last name was incorrect; it should be [redacted] not **Expedia advised the customer that United Airlines does not allow name corrections; however Expedia contacted the airlines on the customer’s behalfUnited Airlines advised no name changes are allowed and would consider the ticket as a lost value Expedia advised the customer to cancel and rebook the new flight with the correct name and as a one-time courtesy Expedia would refund the original flightExpedia advised the customer we could not honor the original cost of the flightThe customer agreed In reviewing the customer’s account on July 30, 2016, the customer self-booked a flight reservation for [redacted] Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North CarolinaItinerary Number: [redacted] Expedia did refund for the original flight reservation for itinerary number: [redacted] on July 30, 2016, in the amount of $ We can confirm the new flight reservation was used Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As 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 policies 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 purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Since this issue was resolved on July 30, and the customer was refunded for the itinerary number [redacted] for the flightExpedia will not honor the request for the refund Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Serice
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 package reservation We understand Ms [redacted] is requesting a refund On March 15, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint, however she was not available Our records reflect on February 19, 2016, an Expedia agent assisted the customer booked a package reservation Travel was on JetBlue, departing June 23, 2015, from New York to Cancun, Mexico; returning on June 29, 2015, from Cancun, Mexico to New York The hotel stay was at the GR Solaris Cancun & Spa-All Inclusive, chedate June 23, 2015, check-out date June 29, Also included in the package, was roundtrip transportation in Cancun, Mexico, pidate June 23, 2015, drop-off date June 29, The customer is stating they called to rebook using a flight credit and was advised the flight credit had been confirmed on the booking, however it was not Upon researching this matter, we can confirm on January 28, 2016, the customer contacted Expedia needing to rebook her flight using the flight credit for [redacted] ***, [redacted] and [redacted] Our agent found the dates, and advised the customer the change fee would be $per person plus a fare difference of $per person, the customer agreed The agent processed the exchange New travel dates: Depart on August 23, 2016, from New York to San Francisco, California; returning on August 29, with JetBlue On that same day our ticketing department advised us they are unable to process the exchange as there was some confusion over the information the previous agent noted on the tickets Our agent confirmed the error and contacted the customer to advise them that the flight was not confirmed The agent spoke to ***; she advised she was not able to speak at the moment and will have to call Expedia back on the next day The agent noted the case and no further action was taken On February 16, 2016, the customer contacted Expedia wanting to rebook their flight using the credit Our agent found the dates the customer requested The agent advised the customer the change fee would be $per person, plus a fare difference of $per person; however the customer declined to pay the fare difference amount The customer stated it was not her error that the original exchange was not completed The customer stated she will only agree to pay for the original fare difference amount of $per personOur agent advised they could not authorize that and would need to consult with a supervisor The customer advised that she wanted to check online herself to see if she could find a lower fare and would call back later No further action was taken In reviewing Ms***’s account, the tickets are nonrefundable and the flight credit amount of $1,has expired Travel needed to be completed by the original issue date of February 19, Expedia will honor the credit amount minus the change fee of $per person Regarding the fare difference, the customer and Expedia will split the cost of the fare difference and each pay half In addition any remaining or unused credit will be considered as lost, the customer must book and complete travel by this year 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 JetBlue 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, we cannot honor the request for a 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 29, 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 refund request We understand Mr [redacted] is expressing concern about the condition of the hotel property he recently stay in and is asking for a full refund of the amount paid for his reservationOn October 29, we contact the customer to acknowledge receipt of their Revdex.com complaintOur records indicate on the customer self-booked an Expedia Unpublished Rate hotel reservation online on October 8, 2015, located in Lancaster, Pennsylvania, from October 9, to October 12, The hotel provided was the [redacted] We understand from the complaint the customer has requested a refund of $357.06, 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 and 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 partnersHotels of varying star ratings utilize the intermediary services of Expedia.com and serve a variety of customers, with different budget needsWe provide both industry ratings and customer reviews, available for our customers to use in guiding their selections 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 On October 29, we once again attempted to speak to the manager of the hotel, who has previously denied the request to refund the customer when we advocated on his behalf The manager did not come to the phone and further attempts to reach him have not been answered Due to the rules and restrictions agreed to by Mr [redacted] at the time of booking, we are unable to offer a refund for this itineraryWe regret that our response cannot be more favorable.Mr [redacted] mentions having pictures to support his refund request and description of the state of the hotel While we can’t state they will change our decision, or allow us to provide a refund, if he would like to supply those pictures in a rebuttal, we will view them and revisit this issue 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 Service
August 18, Revdex.com Northwest Complaint Department Re: Travelocity Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Travelocity regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionTravelocity is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with the complaintAt this time we are requesting Mr [redacted] please provide an itinerary number for his booking and the email address associated with his Travelocity accountThis information will enable us to appropriately address the situation and upon receipt, Travelocity will be able to assist further Again, 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] Corporate Correspondence Team
July 6, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com case number [redacted] ) We regret to hear Mr [redacted] did not accept the response and/or resolution offeredWe are able to confirm the return flights for [redacted] *and [redacted] were processed for a refund by [redacted] As such, a refund in the amount of $has been issued to the original form of payment used to purchase the flights The time that it takes for the refund to process depends on how quickly the credit card company processes these requests The average refund timing is seven to ten business days; if a refund is not found after this timeframe has expired we would recommend contacting the financial institution for additional assistanceThank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns, please feel free to contact usSincerely,Millicent F*Tier Customer Service
August 23, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed from the airlines to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] Thank you to the Revdex.com....after months of frustration with Expedia, the refund has been credited to my account.....I am convinced this would not have happened without the Revdex.com intervention.....again, thank you
December 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 October 2, 2015, Ms [redacted] booked a hotel reservation with accommodations at the Days Inn Nashville-Airport from October 21, 2015, to October 24, We understand from the complaint, the customer is requesting a refund due to additional charges incurredUpon receipt of the Revdex.com submission, we have verified on March 8, 2014, the customer contacted Expedia requesting an early chealong with a request for a crib and refrigerator in her roomWe apologize for the misinformation she received as she was not informed this was based on availabilityHowever on October 21, 2015, the customer received a full refund in the amount of $with all hotel cancellation fees waivedIn addition the customer received a $Travel CouponWe apologize for any inconvenience that may have occurredAs this issue has been resolved, no further compensation will be providedWe 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
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
Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear [redacted] did not accept our response and/or resolution offered Since the customer is requesting a copy of the call recording, the customer will need to submit a court order subpoena in order for Expedia to provide the customer a copy of the recording We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
June 23, 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding hotel reservationsWe understand the customer is requesting a refund in the amount of $for their hotel booking The customer’s comment stated they encountered difficulties with their recent hotel reservation, and we would like to further research the matter in order to assist the customer with their concernsThe information provided in the customer’s comment was not linked to an account or itineraryWe ask the customer please provide us with an itinerary numberThe customer may also provide the email address used to make their reservation so that we may fully review the concerns the customer noted 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, Nicole P [redacted] Tier Customer Service %
February 10, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com case number [redacted] ) regarding a refund request Regrettably, the customer has not provided an itinerary number and a search of her name and the email address on this complaint do not return any records If Ms [redacted] would like to provide the itinerary number of the travel she is asking to be refunded, we will be happy to research the matter and reply with any resolution we can offer We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
September 02, 2016 RevDex.com Expedia.com – Dallas and Northeast Texas Complaint Department Re: Expedia Case #: [redacted] Dear RevDex.com, Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the BBB allowing us to address... the comments and concerns which have been brought to our attention. Expedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia.com is responding to the consumer complaint from [redacted] (BBB complaint # [redacted] ) regarding the customer service issues. Upon researching Mr. [redacted] ’s complaint, we were unable to find the itinerary number the customer provided. Further research shows, contact information provided is linked to multiple accounts but no itinerary searches or customer service contact details were found. Please provide more information such as full itinerary number, other email address used to book the reservation. 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 at 1-800-Expedia (1-800-397-3342). Sincerely, Daniel A [redacted] Tier 3 Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like request a further update within days.Sincerely, [redacted]
May 23, 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
July 21, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Itinerary [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is writing regarding a coupon offer that did not correctly apply to her booking Our records reflect this matter was resolved on July 13, 2015, when Expedia processed an additional refund in the amount of $back to the customer’s original form of payment The time it takes to post the refund to her account depends on how quickly her credit card company processed refunds This refund, added to the original refund of $processed on July 4, provides the original $the customer should have received for the coupon offer she attempted to apply when booking her itinerary., It is never Expedia’s intent to inconvenience our customers and we do want to express our apologies to Ms [redacted] for this situationA previous agent added a $future travel coupon to her online account and we hope she will allow us the opportunity to improve upon her experience in the future We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever I am concerned about Expedia having told me they can see my trips for and that they can clearly see I spent enough money to justify my claimI do not understand why the flight information is needed if the amount of money I have spent clearly shows what my status should beI have a day old email from Tier Customer Support that supports what my status should beI'm just really confused by their responseSincerely, [redacted]
June 23, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the RevDex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation On May 2, 2015, the customer self-booked a one-way flight reservation with travel protection for two travelers using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Maui, Hawaii to San Francisco, CA, departing on May 26, On May 15, 2015, Mr [redacted] contacted Expedia and exchanged the tickets to a different destination, subject to the airline imposed penalty fee of $per person, for a total of $We understand he is requesting to receive a refund of the $penalty fees based on the travel insurance he purchased While we were unable to verify whether Expedia’s representative guaranteed a refund of the airline’s penalty fees at the time of exchange, Expedia is willing to issue a refund as an offer of good faith A refund in the amount of $was issued on June 23, 2015, back to the original form of paymentThe time it takes a refund to post to Mr [redacted] account depends on how quickly his credit card company processes refunds We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
October 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer reply from [redacted] Expedia, Incis responding to the consumer complaint Revdex.com case number [redacted] regarding a hotel reservationWe would like to thank them for the information received on October 13, The information included the itinerary number and email address associated with their hotel reservationOur records indicate on July 3, 2015, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the [redacted] by Wyndham Union City/Atlanta Airport from September 25, 2015, to September 28, We understand from the complaint, the customer is requesting a refundExpedia.com acts only as an as a third party intermediary for travel providers such as hotels Expedia does not charge any cancellation or change fees for our hotels, however the hotel doesThe terms and conditions are agreed to by the customer at the time of booking and are listed on the customer’s itineraryCancellation or Change Policy • Cancellations or changes made after 3:PM (Eastern Daylight Time (US & Canada)) on September 25, are subject to a hotel fee equal to the first night's rate plus taxes and fees• Cancellations or changes made after cheon September 25, are subject to a hotel fee equal to 100% of the total amount paid for the reservationUpon receipt of the Revdex.com submission, we verified on September 26, 2015, the customer contacted Expedia stating upon arrival, the hotel did not have any rooms availableThe assisting representative contacted the hotel directly on behalf of the customer and was advised the customer arrived on September 26, 2015, at 4:59amThe status was already a “no-show” statusThe hotel refused a refund due to the terms and agreements agreed to by the customerOn October 3, 2015, an email was sent to the customer regarding the hotel response and their decision not to refundAs Expedia does not have the authority to override or to change the hotel’s policies we are unable to 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 usSincerely, Lisa S [redacted] Tier Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
August 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 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 July 30, 2016, we received receipt of the Revdex.com complaint Our records reflect on May 25, 2016, the customer self-booked a package reservation for [redacted] using Expedia.com Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North CarolinaA hotel stay at the Holiday Inn Express Chicago-Magnificent Mile, chedate July 31, 2016, check-out date August 5, Itinerary Number: [redacted] The customer is stating they encountered an error while booking the reservationThe customer is stating Expedia could only offer to cancel and rebook the customer; however Expedia could not honor the original cost of the flight We can confirm on July 30, 2016, the customer contacted Expedia, advising his last name was incorrect; it should be [redacted] not **Expedia advised the customer that United Airlines does not allow name corrections; however Expedia contacted the airlines on the customer’s behalfUnited Airlines advised no name changes are allowed and would consider the ticket as a lost value Expedia advised the customer to cancel and rebook the new flight with the correct name and as a one-time courtesy Expedia would refund the original flightExpedia advised the customer we could not honor the original cost of the flightThe customer agreed In reviewing the customer’s account on July 30, 2016, the customer self-booked a flight reservation for [redacted] Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North CarolinaItinerary Number: [redacted] Expedia did refund for the original flight reservation for itinerary number: [redacted] on July 30, 2016, in the amount of $ We can confirm the new flight reservation was used Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As 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 policies 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 purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Since this issue was resolved on July 30, and the customer was refunded for the itinerary number [redacted] for the flightExpedia will not honor the request for the refund Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Serice
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 package reservation We understand Ms [redacted] is requesting a refund On March 15, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint, however she was not available Our records reflect on February 19, 2016, an Expedia agent assisted the customer booked a package reservation Travel was on JetBlue, departing June 23, 2015, from New York to Cancun, Mexico; returning on June 29, 2015, from Cancun, Mexico to New York The hotel stay was at the GR Solaris Cancun & Spa-All Inclusive, chedate June 23, 2015, check-out date June 29, Also included in the package, was roundtrip transportation in Cancun, Mexico, pidate June 23, 2015, drop-off date June 29, The customer is stating they called to rebook using a flight credit and was advised the flight credit had been confirmed on the booking, however it was not Upon researching this matter, we can confirm on January 28, 2016, the customer contacted Expedia needing to rebook her flight using the flight credit for [redacted] ***, [redacted] and [redacted] Our agent found the dates, and advised the customer the change fee would be $per person plus a fare difference of $per person, the customer agreed The agent processed the exchange New travel dates: Depart on August 23, 2016, from New York to San Francisco, California; returning on August 29, with JetBlue On that same day our ticketing department advised us they are unable to process the exchange as there was some confusion over the information the previous agent noted on the tickets Our agent confirmed the error and contacted the customer to advise them that the flight was not confirmed The agent spoke to ***; she advised she was not able to speak at the moment and will have to call Expedia back on the next day The agent noted the case and no further action was taken On February 16, 2016, the customer contacted Expedia wanting to rebook their flight using the credit Our agent found the dates the customer requested The agent advised the customer the change fee would be $per person, plus a fare difference of $per person; however the customer declined to pay the fare difference amount The customer stated it was not her error that the original exchange was not completed The customer stated she will only agree to pay for the original fare difference amount of $per personOur agent advised they could not authorize that and would need to consult with a supervisor The customer advised that she wanted to check online herself to see if she could find a lower fare and would call back later No further action was taken In reviewing Ms***’s account, the tickets are nonrefundable and the flight credit amount of $1,has expired Travel needed to be completed by the original issue date of February 19, Expedia will honor the credit amount minus the change fee of $per person Regarding the fare difference, the customer and Expedia will split the cost of the fare difference and each pay half In addition any remaining or unused credit will be considered as lost, the customer must book and complete travel by this year 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 JetBlue 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, we cannot honor the request for a 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 29, 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 refund request We understand Mr [redacted] is expressing concern about the condition of the hotel property he recently stay in and is asking for a full refund of the amount paid for his reservationOn October 29, we contact the customer to acknowledge receipt of their Revdex.com complaintOur records indicate on the customer self-booked an Expedia Unpublished Rate hotel reservation online on October 8, 2015, located in Lancaster, Pennsylvania, from October 9, to October 12, The hotel provided was the [redacted] We understand from the complaint the customer has requested a refund of $357.06, 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 and 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 partnersHotels of varying star ratings utilize the intermediary services of Expedia.com and serve a variety of customers, with different budget needsWe provide both industry ratings and customer reviews, available for our customers to use in guiding their selections 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 On October 29, we once again attempted to speak to the manager of the hotel, who has previously denied the request to refund the customer when we advocated on his behalf The manager did not come to the phone and further attempts to reach him have not been answered Due to the rules and restrictions agreed to by Mr [redacted] at the time of booking, we are unable to offer a refund for this itineraryWe regret that our response cannot be more favorable.Mr [redacted] mentions having pictures to support his refund request and description of the state of the hotel While we can’t state they will change our decision, or allow us to provide a refund, if he would like to supply those pictures in a rebuttal, we will view them and revisit this issue 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 Service
August 18, Revdex.com Northwest Complaint Department Re: Travelocity Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Travelocity regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionTravelocity is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with the complaintAt this time we are requesting Mr [redacted] please provide an itinerary number for his booking and the email address associated with his Travelocity accountThis information will enable us to appropriately address the situation and upon receipt, Travelocity will be able to assist further Again, 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] Corporate Correspondence Team
July 6, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com case number [redacted] ) We regret to hear Mr [redacted] did not accept the response and/or resolution offeredWe are able to confirm the return flights for [redacted] *and [redacted] were processed for a refund by [redacted] As such, a refund in the amount of $has been issued to the original form of payment used to purchase the flights The time that it takes for the refund to process depends on how quickly the credit card company processes these requests The average refund timing is seven to ten business days; if a refund is not found after this timeframe has expired we would recommend contacting the financial institution for additional assistanceThank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns, please feel free to contact usSincerely,Millicent F
*Tier Customer Service
August 23, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed from the airlines to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] Thank you to the Revdex.com....after months of frustration with Expedia, the refund has been credited to my account.....I am convinced this would not have happened without the Revdex.com intervention.....again, thank you