May 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-*** Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case# O-*** Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is stating an error occurred with her return flight involving the departure time On May 19, 2015, we attempted to contact Ms [redacted] to acknowledge receipt of her complaint but were unable to reach herOur records indicate on March 30, 2015, Ms [redacted] or an authorized user in the account self-booked a flight reservation on the Expedia website for travel departing May 16, at 12:00PM from Rochester, NY to Orlando, FLwith a connection in Atlanta, GA, with [redacted] ; returning May 21, at 9:20PM from Orlando, FL arriving in Rochester, NY at 12:10AM with a connection in Charlotte, NC The customer is stating she did not receive her email confirmation to detect an error had been madeExpedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines, and are subject to the rules and restrictions of those providers As [redacted] is the merchant of record, i.ethe company that charged the customer’s credit card, we must abide by their rules and regulations When a booking is confirmed on the Expedia website, a confirmation email is sent to the email address provided during the booking session Booking confirmations can also be requested on the Expedia website or by contacting our customer service department for further assistance We have verified an email confirmation was sent to [email protected], the email address associated with the flight itineraryWe can confirm on April 23, 2015, Ms [redacted] contacted us to reconfirm her flight reservation The customer contacted us the next day stating the departure time for her return flight was incorrect We reconfirmed with the customer that she selected a 9:20PM departure time with an arrival in Rochester, NY at 12:10AM We advised Ms [redacted] that we were able to change the return flight; however, an airline penalty fee of $was required and would be billed at the time of the exchange No changes were authorized to be made at this timeAirline tickets sold on Expedia.com can be voided for a full refund if we are contacted within hours of the booking to process this requestMs [redacted] booked her flights on March 30, 2015; however, we were not contacted by the customer to request a copy of the booking confirmation until April 23, While we regret any inconvenience Ms [redacted] has experienced regarding this matter, we do not see an error on behalf of Expedia As such, we are unable to provide a refund or any compensation 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, [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] - [redacted]
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address [redacted] concerns On April 10, 2017, Expedia contacted the hotel and spoke with the hotel managerThey advised that the customer made a request for a king bed; however the hotel could not accommodate the customerThe hotel confirmed that the customer made a complaint about the room and that the issue was resolved that same dayThe hotel confirmed that the customer did use the room for the dates and will not authorize the refund The customer’s itinerary confirmation does confirm that the customer self-booked a deluxe room/Ocean view and that the customer requested a king bed Furthermore, when finalizing the reservation on Expedia.com, the customer agreed to Expedia’s Term of UseThe Expedia Terms of Use explicitly state as follows: The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia CompaniesExpedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death , property damage, or other damages or expenses resulting there formExpedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages Since the customer did use the reservation in full and the hotel will not authorize the refundExpedia cannot honor the request for the refund and request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
May 29, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund requestWe understand the customer was seeking a refund for a cancelled portion of a package itinerary Our records indicate on November 6, Ms [redacted] accessed Expedia.com and booked a package reservation # [redacted] with a round trip flight from Seattle, Washington to Lima, Peru, departing on April 27, and returning May 6, and a stay at the Suites Larco Hotel for corresponding datesThe customer subsequently cancelled the hotel reservation and requested to change the flight datesIt does appear from the contacts and case information that there was some confusion as to the flight exchange fees and airline penalties and how much of Ms [redacted] ’s original cost would be refunded Our records further reflect this matter was resolved on May 23, when the customer contacted an Expedia representative, the account was reviewed, and an additional refund in the amount of $was processed back to the customer’s original form or payment The time it takes for the credit to be available in her account depends upon how quickly her bank processes refunds Expedia regrets the inconvenience this matter caused our customer 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
May 16, 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 Expedia to provide her with compensation On April 30, 2016, we received the receipt of the Revdex.com complaint Our records reflect on February 16, 2016, the customer self-booked a package reservation for [redacted] , using Expedia.com Travel was on American Airlines, departing April 22, 2016, from London, England to San Francisco, California; returning May 2, 2016, from San Francisco, California to London, England A hotel stay at Hotel Zelos, chedate April 29, 2016, check-out date May 2, The customer is stating, they had to change the flight date; however, was advised the return portion had no remaining value and to buy a new ticket The customer is stating, they contacted Expedia to inquire about receiving a refund for the return portion of the flight; however the customer was not able to receive any assistant Upon further researching this matter, we can confirm on April 28, 2016, the customer contacted Expedia, advising needing to change the return flight to an earlier time Our agent advised the customer, that the return portion did not have any remaining value Our agent advised the customer, the best option for the customer would be to buy a new ticket for the return flightThe customer understood and self-booked a one-way flight reservation On April 30, 2016, the customer contacts Expedia, advising an agent misinformed her that the return flight had no remaining value and had to book a new one-way flight The customer advising would like to receive a $credit for compensation Our agent advised the customer, they could offer $coupon; however the customer declined and requested a manager The customer was transferred to a manager, the customer advised she had contacted Expedia and was place on long hold times and her call was disconnected several times The customer advised, they would like to receive a $credit for compensation Our manger advised the customer, that her return portion of her flight did not have any remaining value and her best option was to buy a one-way ticket Our manager advised the customer, Expedia would only honor the $for compensation; however the customer declined In reviewing Ms [redacted] account the outbound flight was used and the return flight is reflecting openThe change fee for American Airline is $300.00, plus any fare difference In reviewing the return flight, the ticket did not have any remaining value left for the customer to exchange the ticket Expedia did add a $coupon onto the customer’s account, and our records reflect it was redeemed on May 10, for a new itinerary number Expedia strives to provide the highest level of customer serviceWe sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernHowever, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customersWe hope the customer understands Expedia cannot honor the request for further compensation 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
December 02, 2015Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationWe understand the customer is requesting a refund of a fee charged by LAN AirlinesOn December 2, 2015, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumerOur records indicate on August 15, 2015, the customer self-booked a roundtrip flight reservation using Expedia.com websiteThe flight was operated by LAN Airlines and scheduled to departon November 10, 2015, from Lima to Trujillo and returning on November 13, 2015.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 LAN Airlines was the merchant of record, i.ethe company that charged the customer’s credit card, we have to abide by their policies; we have no authority to circumvent or to override those policies.We understand the customer is stating he was not advised of the additional charges he would incur with LAN AirlinesExpedia works diligently to ensure the information provided on our website is both accurate and up-to-dateAs the airline is the merchant, we are not provided a comprehensive list of all fees they may chargeTo make customers aware of this, Expedia provides the airlines terms and conditions which were displayed and agreed to by the customer at the time of bookingThey are as follows.•Ticket changes may incur penalties and/or increased fares.•Please read important information regarding airline liability limitations.•Prices do not include baggage fees or other fees charged directly by the airline•Other penalties may apply.As the customer accepted these terms by finalizing his reservation, we are unable to provide a refund for the additional charges.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] Tier Customer Service
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 Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservation Our records indicate on April 11, 2015, the customer booked a hotel reservation using the Expedia.com websiteAccommodations were at the [redacted] from April 11, 2015, to April 12, We understand from the complaint, the customer is requesting a refund Upon receipt of the Revdex.com submission, we have verified on April 11, 2015, the customer contacted Expedia requesting to cancel his reservation due to his dissatisfaction upon arrival at the hotelExpedia serves as a third party agency for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendorsAt that time, the assisting representative contacted the hotel directly on behalf of the customer and requested a refundThe hotel declined We apologize for the inconvenience this may have causedOn May 12, 2015, a refund in the amount of $was processed back to the customer’s original form of paymentThe time it takes to post the refund to MrPizarro’s 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, [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, 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 1, 2016, [redacted] booked six-night stay at the Studio Plus in New York, from September 27, 2016, to October 3, We understand from Mr [redacted] ’s complaint that he had an unsatisfactory experience at the Studio PlusHe stated that he completed a check in survey and expected Expedia to take action during his stay that would address his concerns, but that did not happenHe is requesting a refund of $He was offered a travel coupon valued at $which he rejected We have reviewed Mr [redacted] ’s complaint and regret the experience that he reportedThe feedback that he has provided to us will be helpful in looking at our vendor's customer service, and gauging our customers' satisfaction and perceptionsWhen customers book on Expedia, we hope and expect that their travel will be a flawless eventShould unforeseen circumstances arise, we anticipate that our travel partners will step in to fix whatever difficulties occur; we apologize that this did not happen As you may know, Expedia.com acts only as a third party intermediary for hotels and has no control over the hotel, any of the employees or customersHowever, if one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounterMoving forward we encourage Mr [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrivalThis enables us to attempt to find a resolution at that time, rather than after the factWe regret that Mr [redacted] ’s experience with Expedia was not to his satisfaction, but we are unable to offer any compensation for factors outside of our control 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
December 20, Revdex.com Expedia – DuPont, WA 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 attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund Our records indicate that on June 7, 2017, Mr [redacted] or an authorized user of the account booked a two night stay online via Expedia.com at the Hyatt Place Lakeland Center, checking in on December 8, 2017, and checking out on December 10, 2017, via itinerary [redacted] The reservation was a “hotel collect” reservation, meaning any funds would be collected directly by the propertyExpedia did not collect any funds on this reservation We understand from Mr [redacted] ’s complaint that you claim that the hotel failed to control their guest during your stay and are seeking a full refund Upon receipt of this matter, we investigated the issues which were brought to our attentionWe can confirm that on December 11, 2017, Mr [redacted] contacted Expedia’s customer service department for assistance with seeking a full refund for his hotel reservationAt that time, our representative reached out to the hotel and advocated on his behalf to see if they would allow a full refundOur representative was advised that the hotel will approve a refund for one night onlyThis information was conveyed to Mr [redacted] Expedia is 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 providersHyatt Place Lakeland Center was the merchant of record (the company who charged Mr [redacted] ’s card) and as such accepted the funds for his purchaseMr [redacted] will also see the hotel's name in the transaction information of her bank statementAs Hyatt Place Lakeland Center was the merchant of record, they are also the party who processed the appropriate refund to Mr [redacted] Further, our Terms of Use provide: The carriers, hotels and other suppliers providing travel or other services on the Services are independent contractors and not agents or employees of the Expedia CompaniesThe Expedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority Based on the above, Expedia is unable to honor Mr [redacted] ’s refund request beyond what has already been refundedAgain, 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, LaToya J [redacted] Corporate Customer Service
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 We understand Ms [redacted] is requesting a refund On May 13, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint; however the customer was not available Upon further research, we are unable to locate the itinerary number related to Ms [redacted] complaintWe respectfully request that Ms [redacted] provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address Ms [redacted] concerns If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [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 meSincerely, [redacted]
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]
Complaint: [redacted] I am rejecting this response because: this is the proof that I was never refunded my deposit, Expedia is responsible, they are the ones who booked the car rental, they should be held responsible for the customers they send to shaddy,criminal, fly by night companies just to be robbed,..... you can plainly see, usave took a $607 debit and say that they refunded $400 back on Nov.13....... but they are liars n thieves, nothing was ever put backSincerely, [redacted] ***
October 11, 2015 RevDex.comE.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear RevDex.com, Thank you for taking the time to contact Expedia, Inc. regarding anissue from our customer. We... appreciatethe BBB allowing us to address the comments and concerns which have beenbrought to our attention. Expedia, Inc.is disheartened the customer felt their concerns were not resolved adequatelyby our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted] , (BBB case number [redacted] ) regarding cruise solicitation calls. We understand the customer is reportingreceiving calls that appear to be from Expedia regarding cruise sales. On October 11, 2015 we attempted to contact the customer to acknowledgereceipt of their BBB complaint. Expedia would like to thank Ms. [redacted] for telling us about theseincidents. Expedia takes this very seriously and has been made aware thatactivity known as Phishing is being used to attempt to extract information frompeople. The callers are using Expedia’sname but the calls are not from Expedia. If aconsumer thinks a phone call they received is a scam, we would ask them toplease send an email to us and tell us the date and time of the call, the phonenumber that called them, what the caller was requesting, what information thecustomer gave them, and the customer’s contact information, in case we havemore questions. If the consumer has a voicemail from the caller, please attachit to the email. Please email any suspicious call information to [email protected] so we caninvestigate. We ask that consumers do not give any personal information such asaccount information, credit card numbers or passwords to these callers. If a customer feels they may have providedany sensitive information, we advise that they inform their bank or credit cardcompany so their accounts can be monitored for suspicious activity. Consumers can readmore about such activities at the following government site: http://www.consumer.ftc.gov/scam-alerts We thank you for allowing us the opportunity to address the issues thatwere brought to our attention. If youhave any further questions or concerns regarding this matter, please feel freeto contact us. Sincerely, Roseanne G***Tier 3 Customer Service
August 3, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a reservationWe understand the customer is claiming they did not authorize a transaction in the amount of $We have reported this issue to our transaction processing team for review and assistanceA representative will contact the customer with an update and if any information should become available we will contact them with more informationIn addition, another avenue or channel to follow would be with their banking institution or credit card companyThey deal with these issues and have specific departments set up to assist customers with these mattersWe 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 12, Revdex.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 attentionExpedia, Incis 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 Ms***’s complaintAt this time we are requesting Ms [redacted] please provide an itinerary number for her booking and the email address associated with his Expedia accountThis information will enable us to appropriately address the situation and upon receipt, Expedia 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
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 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 reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website 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
Complaint Department Re: [redacted] Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered Expedia can offer the customer with two options, the first option the customer can contact the airline directly to see if they would authorize the refund on a different form of paymentThe second option, the customer can submit a credit card dispute with the airline for the refund [redacted] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia Since the airline needs to process the refund, Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
September 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationOur records indicate on September 2016, Mr [redacted] self- booked a flight reservation through the Expedia.com websiteTravel is with American Airlines departing October 7, We understand from the complaint, the customer is requesting assistance due to airline seatingUpon receipt of the Revdex.com submission, we have verified the customer began contacting Expedia on September 5, 2016, regarding his airline seatingThe assisting representative advised the customer that each individual airline retains total control over the seat selection and/or seat assignments for all flight reservationsExpedia makes every effort to assign seats and preferences to all of our customers as we do recognize the importance of receiving preferred airline seatingRegrettably, there are times that we are unable to assign seats due to restrictions placed on the reservation by the airlineIn these circumstances, seats will only be assigned upon check-inCustomers can contact the airline directly at any time as, and occasionally, the airline will assign seats in advance; however a majority of the time, the airline will advise customers that they need to wait until the day of departureAt this time the representative contacted the airline directly on behalf of the customer and was advised that the customer could request a seat assignment hours before departure with no additional charges however Mr [redacted] was not satisfiedAt the time of booking the Expedia website states: • We will share your seating requests with the airlines, but we cannot guarantee your request will be honoredBe sure to confirm your seat assignment with the airline before you depart 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 vendorsEach 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 thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered Expedia found no calls from the customer on October 4, 2016, regarding the hotel reservation Expedia has already contacted the hotel; they advised the will only authorize the refund for one night onlyExpedia refunded the customer on October 21, 2016, in the amount of $ Based on the hotel reservation was a nonrefundable; which the customer did agree to at the time of the booking Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
May 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-*** Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case# O-*** Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is stating an error occurred with her return flight involving the departure time On May 19, 2015, we attempted to contact Ms [redacted] to acknowledge receipt of her complaint but were unable to reach herOur records indicate on March 30, 2015, Ms [redacted] or an authorized user in the account self-booked a flight reservation on the Expedia website for travel departing May 16, at 12:00PM from Rochester, NY to Orlando, FLwith a connection in Atlanta, GA, with [redacted] ; returning May 21, at 9:20PM from Orlando, FL arriving in Rochester, NY at 12:10AM with a connection in Charlotte, NC The customer is stating she did not receive her email confirmation to detect an error had been madeExpedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines, and are subject to the rules and restrictions of those providers As [redacted] is the merchant of record, i.ethe company that charged the customer’s credit card, we must abide by their rules and regulations When a booking is confirmed on the Expedia website, a confirmation email is sent to the email address provided during the booking session Booking confirmations can also be requested on the Expedia website or by contacting our customer service department for further assistance We have verified an email confirmation was sent to [email protected], the email address associated with the flight itineraryWe can confirm on April 23, 2015, Ms [redacted] contacted us to reconfirm her flight reservation The customer contacted us the next day stating the departure time for her return flight was incorrect We reconfirmed with the customer that she selected a 9:20PM departure time with an arrival in Rochester, NY at 12:10AM We advised Ms [redacted] that we were able to change the return flight; however, an airline penalty fee of $was required and would be billed at the time of the exchange No changes were authorized to be made at this timeAirline tickets sold on Expedia.com can be voided for a full refund if we are contacted within hours of the booking to process this requestMs [redacted] booked her flights on March 30, 2015; however, we were not contacted by the customer to request a copy of the booking confirmation until April 23, While we regret any inconvenience Ms [redacted] has experienced regarding this matter, we do not see an error on behalf of Expedia As such, we are unable to provide a refund or any compensation 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, [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] - [redacted]
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address [redacted] concerns On April 10, 2017, Expedia contacted the hotel and spoke with the hotel managerThey advised that the customer made a request for a king bed; however the hotel could not accommodate the customerThe hotel confirmed that the customer made a complaint about the room and that the issue was resolved that same dayThe hotel confirmed that the customer did use the room for the dates and will not authorize the refund The customer’s itinerary confirmation does confirm that the customer self-booked a deluxe room/Ocean view and that the customer requested a king bed Furthermore, when finalizing the reservation on Expedia.com, the customer agreed to Expedia’s Term of UseThe Expedia Terms of Use explicitly state as follows: The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia CompaniesExpedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death , property damage, or other damages or expenses resulting there formExpedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages Since the customer did use the reservation in full and the hotel will not authorize the refundExpedia cannot honor the request for the refund and request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
May 29, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund requestWe understand the customer was seeking a refund for a cancelled portion of a package itinerary Our records indicate on November 6, Ms [redacted] accessed Expedia.com and booked a package reservation # [redacted] with a round trip flight from Seattle, Washington to Lima, Peru, departing on April 27, and returning May 6, and a stay at the Suites Larco Hotel for corresponding datesThe customer subsequently cancelled the hotel reservation and requested to change the flight datesIt does appear from the contacts and case information that there was some confusion as to the flight exchange fees and airline penalties and how much of Ms [redacted] ’s original cost would be refunded Our records further reflect this matter was resolved on May 23, when the customer contacted an Expedia representative, the account was reviewed, and an additional refund in the amount of $was processed back to the customer’s original form or payment The time it takes for the credit to be available in her account depends upon how quickly her bank processes refunds Expedia regrets the inconvenience this matter caused our customer 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
May 16, 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 Expedia to provide her with compensation On April 30, 2016, we received the receipt of the Revdex.com complaint Our records reflect on February 16, 2016, the customer self-booked a package reservation for [redacted] , using Expedia.com Travel was on American Airlines, departing April 22, 2016, from London, England to San Francisco, California; returning May 2, 2016, from San Francisco, California to London, England A hotel stay at Hotel Zelos, chedate April 29, 2016, check-out date May 2, The customer is stating, they had to change the flight date; however, was advised the return portion had no remaining value and to buy a new ticket The customer is stating, they contacted Expedia to inquire about receiving a refund for the return portion of the flight; however the customer was not able to receive any assistant Upon further researching this matter, we can confirm on April 28, 2016, the customer contacted Expedia, advising needing to change the return flight to an earlier time Our agent advised the customer, that the return portion did not have any remaining value Our agent advised the customer, the best option for the customer would be to buy a new ticket for the return flightThe customer understood and self-booked a one-way flight reservation On April 30, 2016, the customer contacts Expedia, advising an agent misinformed her that the return flight had no remaining value and had to book a new one-way flight The customer advising would like to receive a $credit for compensation Our agent advised the customer, they could offer $coupon; however the customer declined and requested a manager The customer was transferred to a manager, the customer advised she had contacted Expedia and was place on long hold times and her call was disconnected several times The customer advised, they would like to receive a $credit for compensation Our manger advised the customer, that her return portion of her flight did not have any remaining value and her best option was to buy a one-way ticket Our manager advised the customer, Expedia would only honor the $for compensation; however the customer declined In reviewing Ms [redacted] account the outbound flight was used and the return flight is reflecting openThe change fee for American Airline is $300.00, plus any fare difference In reviewing the return flight, the ticket did not have any remaining value left for the customer to exchange the ticket Expedia did add a $coupon onto the customer’s account, and our records reflect it was redeemed on May 10, for a new itinerary number Expedia strives to provide the highest level of customer serviceWe sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernHowever, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customersWe hope the customer understands Expedia cannot honor the request for further compensation 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
December 02, 2015Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationWe understand the customer is requesting a refund of a fee charged by LAN AirlinesOn December 2, 2015, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumerOur records indicate on August 15, 2015, the customer self-booked a roundtrip flight reservation using Expedia.com websiteThe flight was operated by LAN Airlines and scheduled to departon November 10, 2015, from Lima to Trujillo and returning on November 13, 2015.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 LAN Airlines was the merchant of record, i.ethe company that charged the customer’s credit card, we have to abide by their policies; we have no authority to circumvent or to override those policies.We understand the customer is stating he was not advised of the additional charges he would incur with LAN AirlinesExpedia works diligently to ensure the information provided on our website is both accurate and up-to-dateAs the airline is the merchant, we are not provided a comprehensive list of all fees they may chargeTo make customers aware of this, Expedia provides the airlines terms and conditions which were displayed and agreed to by the customer at the time of bookingThey are as follows.•Ticket changes may incur penalties and/or increased fares.•Please read important information regarding airline liability limitations.•Prices do not include baggage fees or other fees charged directly by the airline•Other penalties may apply.As the customer accepted these terms by finalizing his reservation, we are unable to provide a refund for the additional charges.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] Tier Customer Service
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 Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservation Our records indicate on April 11, 2015, the customer booked a hotel reservation using the Expedia.com websiteAccommodations were at the [redacted] from April 11, 2015, to April 12, We understand from the complaint, the customer is requesting a refund Upon receipt of the Revdex.com submission, we have verified on April 11, 2015, the customer contacted Expedia requesting to cancel his reservation due to his dissatisfaction upon arrival at the hotelExpedia serves as a third party agency for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendorsAt that time, the assisting representative contacted the hotel directly on behalf of the customer and requested a refundThe hotel declined We apologize for the inconvenience this may have causedOn May 12, 2015, a refund in the amount of $was processed back to the customer’s original form of paymentThe time it takes to post the refund to MrPizarro’s 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, [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, 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 1, 2016, [redacted] booked six-night stay at the Studio Plus in New York, from September 27, 2016, to October 3, We understand from Mr [redacted] ’s complaint that he had an unsatisfactory experience at the Studio PlusHe stated that he completed a check in survey and expected Expedia to take action during his stay that would address his concerns, but that did not happenHe is requesting a refund of $He was offered a travel coupon valued at $which he rejected We have reviewed Mr [redacted] ’s complaint and regret the experience that he reportedThe feedback that he has provided to us will be helpful in looking at our vendor's customer service, and gauging our customers' satisfaction and perceptionsWhen customers book on Expedia, we hope and expect that their travel will be a flawless eventShould unforeseen circumstances arise, we anticipate that our travel partners will step in to fix whatever difficulties occur; we apologize that this did not happen As you may know, Expedia.com acts only as a third party intermediary for hotels and has no control over the hotel, any of the employees or customersHowever, if one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounterMoving forward we encourage Mr [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrivalThis enables us to attempt to find a resolution at that time, rather than after the factWe regret that Mr [redacted] ’s experience with Expedia was not to his satisfaction, but we are unable to offer any compensation for factors outside of our control 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
December 20, Revdex.com Expedia – DuPont, WA 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 attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund Our records indicate that on June 7, 2017, Mr [redacted] or an authorized user of the account booked a two night stay online via Expedia.com at the Hyatt Place Lakeland Center, checking in on December 8, 2017, and checking out on December 10, 2017, via itinerary [redacted] The reservation was a “hotel collect” reservation, meaning any funds would be collected directly by the propertyExpedia did not collect any funds on this reservation We understand from Mr [redacted] ’s complaint that you claim that the hotel failed to control their guest during your stay and are seeking a full refund Upon receipt of this matter, we investigated the issues which were brought to our attentionWe can confirm that on December 11, 2017, Mr [redacted] contacted Expedia’s customer service department for assistance with seeking a full refund for his hotel reservationAt that time, our representative reached out to the hotel and advocated on his behalf to see if they would allow a full refundOur representative was advised that the hotel will approve a refund for one night onlyThis information was conveyed to Mr [redacted] Expedia is 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 providersHyatt Place Lakeland Center was the merchant of record (the company who charged Mr [redacted] ’s card) and as such accepted the funds for his purchaseMr [redacted] will also see the hotel's name in the transaction information of her bank statementAs Hyatt Place Lakeland Center was the merchant of record, they are also the party who processed the appropriate refund to Mr [redacted] Further, our Terms of Use provide: The carriers, hotels and other suppliers providing travel or other services on the Services are independent contractors and not agents or employees of the Expedia CompaniesThe Expedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority Based on the above, Expedia is unable to honor Mr [redacted] ’s refund request beyond what has already been refundedAgain, 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, LaToya J [redacted] Corporate Customer Service
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 We understand Ms [redacted] is requesting a refund On May 13, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint; however the customer was not available Upon further research, we are unable to locate the itinerary number related to Ms [redacted] complaintWe respectfully request that Ms [redacted] provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address Ms [redacted] concerns If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [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 meSincerely, [redacted]
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]
Complaint: [redacted] I am rejecting this response because: this is the proof that I was never refunded my deposit, Expedia is responsible, they are the ones who booked the car rental, they should be held responsible for the customers they send to shaddy,criminal, fly by night companies just to be robbed,..... you can plainly see, usave took a $607 debit and say that they refunded $400 back on Nov.13....... but they are liars n thieves, nothing was ever put backSincerely, [redacted] ***
October 11, 2015 RevDex.comE.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear RevDex.com, Thank you for taking the time to contact Expedia, Inc. regarding anissue from our customer. We... appreciatethe BBB allowing us to address the comments and concerns which have beenbrought to our attention. Expedia, Inc.is disheartened the customer felt their concerns were not resolved adequatelyby our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted] , (BBB case number [redacted] ) regarding cruise solicitation calls. We understand the customer is reportingreceiving calls that appear to be from Expedia regarding cruise sales. On October 11, 2015 we attempted to contact the customer to acknowledgereceipt of their BBB complaint. Expedia would like to thank Ms. [redacted] for telling us about theseincidents. Expedia takes this very seriously and has been made aware thatactivity known as Phishing is being used to attempt to extract information frompeople. The callers are using Expedia’sname but the calls are not from Expedia. If aconsumer thinks a phone call they received is a scam, we would ask them toplease send an email to us and tell us the date and time of the call, the phonenumber that called them, what the caller was requesting, what information thecustomer gave them, and the customer’s contact information, in case we havemore questions. If the consumer has a voicemail from the caller, please attachit to the email. Please email any suspicious call information to [email protected] so we caninvestigate. We ask that consumers do not give any personal information such asaccount information, credit card numbers or passwords to these callers. If a customer feels they may have providedany sensitive information, we advise that they inform their bank or credit cardcompany so their accounts can be monitored for suspicious activity. Consumers can readmore about such activities at the following government site: http://www.consumer.ftc.gov/scam-alerts We thank you for allowing us the opportunity to address the issues thatwere brought to our attention. If youhave any further questions or concerns regarding this matter, please feel freeto contact us. Sincerely, Roseanne G***Tier 3 Customer Service
August 3, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a reservationWe understand the customer is claiming they did not authorize a transaction in the amount of $We have reported this issue to our transaction processing team for review and assistanceA representative will contact the customer with an update and if any information should become available we will contact them with more informationIn addition, another avenue or channel to follow would be with their banking institution or credit card companyThey deal with these issues and have specific departments set up to assist customers with these mattersWe 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 12, Revdex.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 attentionExpedia, Incis 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 Ms***’s complaintAt this time we are requesting Ms [redacted] please provide an itinerary number for her booking and the email address associated with his Expedia accountThis information will enable us to appropriately address the situation and upon receipt, Expedia 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
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 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 reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website 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
Complaint Department Re: [redacted] Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered Expedia can offer the customer with two options, the first option the customer can contact the airline directly to see if they would authorize the refund on a different form of paymentThe second option, the customer can submit a credit card dispute with the airline for the refund [redacted] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia Since the airline needs to process the refund, Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
September 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationOur records indicate on September 2016, Mr [redacted] self- booked a flight reservation through the Expedia.com websiteTravel is with American Airlines departing October 7, We understand from the complaint, the customer is requesting assistance due to airline seatingUpon receipt of the Revdex.com submission, we have verified the customer began contacting Expedia on September 5, 2016, regarding his airline seatingThe assisting representative advised the customer that each individual airline retains total control over the seat selection and/or seat assignments for all flight reservationsExpedia makes every effort to assign seats and preferences to all of our customers as we do recognize the importance of receiving preferred airline seatingRegrettably, there are times that we are unable to assign seats due to restrictions placed on the reservation by the airlineIn these circumstances, seats will only be assigned upon check-inCustomers can contact the airline directly at any time as, and occasionally, the airline will assign seats in advance; however a majority of the time, the airline will advise customers that they need to wait until the day of departureAt this time the representative contacted the airline directly on behalf of the customer and was advised that the customer could request a seat assignment hours before departure with no additional charges however Mr [redacted] was not satisfiedAt the time of booking the Expedia website states: • We will share your seating requests with the airlines, but we cannot guarantee your request will be honoredBe sure to confirm your seat assignment with the airline before you depart 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 vendorsEach 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 thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered Expedia found no calls from the customer on October 4, 2016, regarding the hotel reservation Expedia has already contacted the hotel; they advised the will only authorize the refund for one night onlyExpedia refunded the customer on October 21, 2016, in the amount of $ Based on the hotel reservation was a nonrefundable; which the customer did agree to at the time of the booking Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service