October 19, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] ***Expedia, Incis once again responding to the consumer complaint from Ms [redacted] ( [redacted] ) regarding a hotel reservationIn the rare occasion that there is a system issue, Expedia will ask the customer to contact us at a later time so we may fully review the caseWhen we were able to assist the customer, Ms [redacted] had to be transferred to a different department regarding her specific issueExpedia agents must then place the customer on hold while the agent reaches a different departmentWhile it is always possible that a call is dropped, neither the customer nor agent is responsible for dropped callsWe have confirmed that Expedia sent this reservation to hotel, it is not clear if the hotel added this to their records and are unable to confirm as we are a third party intermediary for travel providersMs [redacted] previously requested that Expedia provide a refund for the amount of $As previously mentioned, Expedia has provided the refund back to the customer and we have notated the accountWe’ve also sent the customer a receipt of the refundWe do apologize for the time it has taken for the customer’s issue to be reviewed and a refund to be provided to Ms***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, Daniel A [redacted] Tier Customer Service
June 29, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 Mrs [redacted] (Revdex.com Case number [redacted] ) regarding a hotel reservationOur records indicate on June 13, 2017, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations are at the [redacted] from September 18, 2017, to September 22, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of her itinerary: • Cancellation and Change Policy: Non-Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedOn June 24, 2017, the customer contacted Expedia requesting to change the reservation with-out incurring additional chargesThe assisting representative contacted the hotel directly on behalf of the customer and was advised that we would need to send an email to the hotel and wait for a responsePlease note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, nor do we set any cancellation or refund policiesIn addition, we firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase pathWe provide our users ample time to review the full details of the itinerary before completing the purchaseExpedia was able to capture the customer’s individual step-by-step booking process and prior to entering her credit card information the dates of September 18, 2017, to September 22, were indicatedWhen making a reservation on Expedia.com, the customers always have the option of speaking with one of our travel specialists who are here to assist hours a day, seven days a weekAs always, making a reservation with one of our travel specialists is no additional costAt this time, Expedia is waiting for the response from the hotelWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
January 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting a refundOn December 26, 2016, we received receipt of the Revdex.com complaint Our records reflect on December 23, 2016, the customer self-booked a hotel reservation at the [redacted] chedate January 1, 2017, check-out date January 6, The customer is stating they submitted a Best Price Guarantee claim; however the customer did not qualify for the refund for the difference Upon further researching this matter, we can confirm on December 24, 2016, the customer submitted the Best Price Guarantee with an attachmentExpedia advised the customer that the room type the customer booked was nonrefundable and the room type on their attachment was refundableExpedia advised the customer that the room types must match to qualify for the refundExpedia confirmed the room type for the nonrefundable room; however the current price was higher than what the customer paid The customer replies to Expedia with another attachment for the Best Price GuaranteeExpedia replies to the customer the attachment did not reflect the total cost for the room, including the taxes and feesExpedia advised the customer we could not honor the refund request On December 26, 2016, the customer contacted Expedia regarding the Best Price GuaranteeExpedia offered the customer as an exception to apply the $coupon onto the customer’s accountThe customer did agree Expedia has reviewed the customer’s Best Price Guarantee claim that was sent on December 24, The original cost of the reservation was $and the original Best Price Guarantee claim the total price was $ Expedia will issue a refund for the difference of $14.31, as a one-time courtesy We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
August 6, 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 her reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
July 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear that Mr [redacted] did not accept our response In our initial response we offered our apology for any lack of service that Mr [redacted] may have encounteredWe also confirmed that Mr [redacted] has received a full refund for the booking on June 25, We are always happy to assist our valued customers when they arrive at their destination and accommodations are not to their satisfactionWe attempted to reach Mr [redacted] via telephone to further discuss his experience, but our attempts were unsuccessful In our initial response, we offered an apology to Mr [redacted] for any inconvenience that he may have encounteredWe regret that our request of a refund from the [redacted] was declinedWhen we spoke to property management regarding Mr [redacted] visit, we were informed that there were no complaints on file and that he left a note stating that he could find a better deal elsewhere but, did not contact them prior to his departure The feedback that Mr [redacted] has provided to us will be helpful in looking at our vendor's customer service, and gauging our customers' satisfaction and perceptionsSince Mr [redacted] ’s encounter, an Expedia liaison has been made aware of the concerns that he brought to our attentionAfter the conclusion of their research, they will determine if the property should remain available on our website 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 to contact us Sincerely, Marlon J [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 methank you for your assistance.Sincerely, [redacted] ***
October 12, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 20, 2015, Mr [redacted] booked an Expedia Vacation Package online which included roundtrip flights and a five-night stay at the [redacted] in Punta Cana from November 16, 2015, through November 21, Mr [redacted] contacted our office on August 20, 2015, and informed us that an error was made during booking regarding the return flightIt was agreed that the package would be canceled and rebooked with the correct return flightRegrettably the agent who assisted Mr [redacted] made the exact same error while booking the new packageThe new package was canceled and refunded and a third package was bookedRefunds were issue for the first two bookings which caused several debits and credit to appear on Mr [redacted] billing statement Mr [redacted] contacted our office several times to dispute the refund amounts that he’d been issuedHe says he was treated rudely by supervisors when he called in for assistanceHe stated that we eventually agreed that he had refunded the wrong amount and that we would be contacting him via phone, but later told him that his math was incorrect and that we would not refundHe provided a copy of his billing statement to show that we refunded the wrong amountHe says he never received a call as he was told by Expedia and after the issue remained unresolved; he canceled the last package and booked through a different companyHe now wants a refund for that Expedia booking and says that he was forced to cancel it because no one ever followed up with him We contacted the airline to request a refund on Mr [redacted] behalf, but our request was denied as it could not be deemed a duplicate ticket At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stayBecause we value Mr [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaint A refund in the amount of $was issued to his original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly his credit card company processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have reviewed the information that has been sent by the Expedia customer service representative and for the most part this information is accurate however there are some reasons why their response is not acceptable First of all, after many failed attempts at trying to board the original return flight, Kawljeet [redacted] was offered a return flight at the time of his departure But, the return flight would cost him over $U.Sdollars and there was no credit that would be given due to this return flight He waited patiently at the airport for over hours and there was no simple resolution given to him and had to contact family members to take him back until the situation could be resolved Additionally, the traveler ( [redacted] ***) did have a U.SGreen card in possession and was not aware that he needed a visa or other type of entry requirement to travel as a layover (one hour for each stop) while returning to the United States The reason that a one way ticket was booked on our own is because the Expedia customer service agent could not provide a return flight on that same day (09/20/16) for a reasonable price and the agent herself told me that it would be much cheaper just to book a new flight on my own She also said that there would be $refund that may be issued due to the situation Even after that amount of credit, the ticket would still be over $(US dollars) All of this information took over an hour just to tell me that it was possible for him to return on that same day It is very disturbing for Expedia to claim that they " make every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing." The disclaimer for Passport/Visa is very unclear and does provide any type of field that shows what type of visa you hold and whether or not there will be one or two or three connecting flights and if more than one connecting flight there no field to input two or more countries to determine if you in fact need a visa or other type of entry requirement into that country In all fairness, I am only requesting that some type of monetary resolution can me made due to the complexity of this particular situation Thank you for understanding, Sincerely, [redacted] * [redacted]
Hello Revdex.com, I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case: Customer Complaint: The customer stated he needed to check-out of the hotel on May 30, 2016, which was night before the end of his reservationHe was anticipating a refund for the unused nightThe customer is requesting a refund of USD for the unused nightFindings: According to our records, the Cancellation Policy agreed upon at the time of booking was, “We understand that sometimes your travel plans changeWe do not charge a change or cancel feeHowever, this property ( [redacted] BCN by HC) imposes the following penalty to its customers that we are required to pass on: Cancellations or changes made after 6:PM ((GMT+01:00) Brussels, Copenhagen, Madrid, Paris) on May 27, 2016, or no-shows, are subject to a Night Room & Tax penalty.” We were first notified of the early check-out on June 1, 2016, which is the day after the original check-out dateIf we are notified of an issue when it arises, we may have more options available to usHowever, once the stay is completed, our options become very limitedAs a courtesy, we contacted the property on June 1, to determine if a refund would be available for the unused nightThe property staff stated they would be charging for the entire reservation in accordance with the cancellation policy agreed to at the time of booking Resolution: As the property has billed in full for the reservation and we were not notified of the early check-out when the issue arose; unfortunately, we are unable to offer a refund as requestedThank you for bringing this matter to our attention and allowing us a chance for resolutionThank you,Ben T.Customer Relations Specialist
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 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 complaint # [redacted] ) regarding the flight refund/exchange issues Our records show on November 7, 2015, Ms [redacted] self-booked an Expedia.com flight reservation via booking number [redacted] , with a travel commencing date as December 24, with a payment amount of $We understand from Ms [redacted] ’s complaint, due to safety concerns she decided to cancel the flight reservation and after contacting the airline as well as Expedia’s customer support, no proper resolution was provided or reimbursement of the amount paid for the flight givenThe customer is requesting a refund for the unused flight canceled reservation Upon researching the customer’s complaint, we can confirm Ms [redacted] agreed to the airline fare rules via the actual booking path We can also confirm when the customer brought this matter to our attention, Expedia advocated on the customer’s behalf and was advised by the Delta airlines; a future flight credit was provided and Ms [redacted] can use the original ticket value minus any change fee and difference in price for any Delta flightAlso, travel must be completed by the ticket validity date of November 6, 2016, as stated on the airline fare rules Expedia.com acts only as an independent reservations agent for hotels, airlines, and travel insurance providers and must abide by the terms and conditions of that particular vendor Expedia.com makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provide selection details on several pages for the customer to reviewBased on the information provided above, we are unable to honor Ms [redacted] ’s refund request We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Expedia was doing business in a cheating wayExpedia suggested a list of hotel for my planning stay; I chose one hotel from the list as Expedia clearly labeled the hotel as "Free Cancellation"As long as the hotel is "Free Cancellation", any room in the hotel SHOULD BE Free CancellationOtherwise, if any room in the hotel cannot be freely cancelled, Expedia SHOULD NOT labelled it as "FREE CANCELLATION"However, Expedia clearly is cheating customers to resolve hotels with "Free Cancellation", but adding "Non-Refundable" in difficult noticed way in the purchase process but after misleading customers to make wrong reservation by showing "Free Cancellation"This is a clear cheating business deedIf Expedia does not recognize such a cheating business deed, more and more customers will be trapped and damagedSo, I must stand out to fight against such an immoral cheating business deed by Expedia, for protecting myself and many many customers like meHopefully, Revdex.com also can support the victims, in the past, right now, and would be, by ExpediaWe should fight and call:Expedia, Stop your shameless cheating business deed! Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I apologize for the late replyWe didn't see this email They are not being truthfulThey assured us we were getting swim up suitesThey assured us that phone call was recordedFurthermore, we told them we did not want to book UNLESS we had swim up suitesThis trip would not have been taken at all except they assured us we had those suites The last date we spoke with Expedia, they confirmed by phone that we did pay for those suitesThe resort cannot confirm or deny either way because they are not involved with what Expedia chargesThey could only tell us we did, in fact, overpay for the suites we got based on resort pricesNowWhy would we pay more through Expedia? Only one reasonWe paid for a swim up suite I think Expedia should have to present their records of pricing back on the date we booked They can simply deny any wrongdoing and that's it? Sincerely, [redacted]
Hello Revdex.com, I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case: Customer Complaint: The customer reserved a booking online on February 1, for March 5, The guests booked this room for an anniversary getawayWhen the guests went to the hotel to check-in, the hotel was not able to find the reservationThe customer had friends of theirs try to send a gift to their room and they were also refused because the hotel could not find a room with their nameBecause the hotel could not find the room under the guest’s name, they were unable to use their reservation but were still billed in full The customer is requesting a full refund in the amount of $USD Findings: According to our records, Ms [redacted] reservation was booked under the name "Non Smoking With A"Whenever Ms [redacted] checked into the hotel using her first and last name, the hotel did not find any reservations that were made under that name since the customer’s name was not used during the booking process Resolution: In conclusion, we have confirmed that Expedia sent a confirmation email to the customer on the day of purchase which would have given them ample time to review and make name changes as needed before the chedateWe have verified that the first contact to our customer care team was on March 8, Our customer care team then contacted the hotel to appeal for a refundThe hotel manager did not approve a the refund request due to the non-refundable rate plan the customer agreed to upon booking Since the hotel has billed the reservation in full, we would not be able to issue a refund for this reservation We recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies; and to call us immediately if there are any discrepancies or additional questions before purchasing the itineraryIt is our customers’ responsibility to review all rules, regulations, and booking details prior to booking any travel 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 screen Thank you for bringing this matter to our attention and allowing us a chance for resolution Thank you, Mathew K Customer Relations Specialist
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 has reviewed all documentation and all call recordings The customer contacted Expedia requesting to change the flights; however, the customer declined to pay the total cost for both airlines 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 Airlines and American Airlines are the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card) Expedia cannot waive these fees Expedia has provided the customer with three options: Keep the original tickets as is; tickets are active for travel on August 19, If the customer does not take the flights, the airline will consider the tickets as lost value The customer must pay the change fee of $per person; plus any fare difference with JetBlue Airlines and buy new tickets with American Airlines The tickets with American Airlines will be considered as a lost value Cancel both tickets, however tickets are nonrefundable Will have credit in the amount of $per person with JetBlue for year of issue date June 8, and pay the change fee of $per person; plus any fare differenceBuy new tickets for the correct dates and routing The customer did purchase the Expedia Stress Free and Trade Flight Protection; however in order for the customer to qualify for a full refund, the customer must contact Aon Affinity at 1-800-954- The customer can view the covered reason on the itinerary and how to file a claim with Aon Affinity We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier 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 [redacted] is requesting to rebook her flight using her flight credit Upon further research, we are unable to locate an Expedia account related to [redacted] complaintWe respectfully request that [redacted] provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address [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
August 4, 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 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 December 20, 2014, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from Kansas City, Missouri to Los Cabos, Mexico and a five-night stay at the [redacted] from February 28, 2015, through March 5, We understand from Mr [redacted] complaint that he was unable to make his flight to Los Cabos because his flight had been canceled due to bad weatherMr [redacted] says that he has attempted unsuccessfully to obtain a refund for the unused hotel reservation While we do not view this complaint as something Expedia is responsible for, because we value Mr [redacted] as a customer and regret the experience that he reports, we have already undertaken an exception to resolve his complaint A refund in the full amount of $was issued to his original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly the credit card company processes refunds 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
November 23, 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 to change her reservationOn November 20, 2015, we contact Ms [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumerOur records indicate on September 28, 2015, The customer self-booked a flight reservation using Expedia.com website The flight is operated by JetBlue Airways and scheduled to depart on December 15, 2015, from Providence, Rhode Island to Orlando, Florida and return from Orlando, Florida to Providence, Rhode Island on December 20, 2015.We can confirm Ms [redacted] contacted Expedia on November 9, 2015, stating that due to a site error, the incorrect departure airport city was reservedOur customer service representative advised the customer we were unable to change the departure city without charging a penalty feeIn addition, this reservation was booked by the customer and or an authorized user of the accountWe have no record of any site errors occurring on the booking date.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 JetBlue Airways was the merchant of record and the company that charged your credit card, we have to abide by their rules and regulationsBased on these fare rules, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedDue to the flights being accepted at the time of purchase, as well as the full terms and conditions, we are unable to honor Ms [redacted] request to change her outbound flight without charging a change penalty.Expedia strives to provide the highest level of customer service, and we regret Ms [redacted] recent experience did not live up to that expectation We have encounter a high volume of disconnect calls due to agents having to utilize a second line in contacting the vendorThe customer’s feedback will be forwarded to the appropriate department for further review.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
April 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our 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 January 24, 2016, Ms [redacted] booked an Expedia Vacation Package which included roundtrip flights from [redacted] to StThomas, [redacted] and an eight-night stay at the [redacted] from June 29, 2016, through July 7, Ms [redacted] also purchased travel insurance for this package We understand from Ms [redacted] complaint that she has since canceled the package and received a full refund for the lodging portion of the package as well as the insuranceShe has yet to be refunded for the air fare and is requesting that $3,291.56, be returned to her The services provided by Expedia are that of a third party intermediary, the airline; in this case Jetblue, is the merchant of record (i.ethe company who charged the customer’s credit card) and as such accepted the funds for Ms [redacted] purchaseShe will also see the airlines name in the transaction information of her credit card statementAs Jetblue was the merchant of record, they are also the party to process any appropriate refunds to Ms [redacted] Expedia does not have access to transaction numbers for charges and refunds not processed by our companyWe regret that we are unable to offer Ms [redacted] a more satisfactory response to her inquiry; however on April 1, 2016, Expedia has processed the refund in our internal system and it is now the airline who will issue the refund to Ms [redacted] original form of paymentMost airlines request at least two billing cycles for refunds to appear on the customer’s credit card statementWe regret any inconvenience caused by this matter 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
January 26, 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting a refundOn January 16, 2017, we received receipt of the Revdex.com complaint Our records reflect on August 13, 2016, the customer self-booked a package reservation for [redacted] ***, [redacted] and [redacted] Travel was on United Airlines, departing on December 16, 2016, from Newark, New Jersey to Punta Cana, Dominican Republic; and returning on December 23, 2016, from Punta Cana, Dominican Republic to Newark, New JerseyThe package included a hotel stay at The Reserve at Paradisus Punta Cana Resort-All InclusiveThe customer is stating they contacted Expedia to add an additional person to the hotel reservationThe customer is stating that Expedia advised that the hotel would not charge an additional person fee; however the customer was charged for the additional person Upon further researching this matter, we can confirm on October 27, 2016, the customer contacted Expedia to add additional person to the hotel reservationExpedia contacted the hotel; they advised there would be no additional charge for the extra person On December 21, 2016, the customer contacted Expedia via email advising that the hotel charge them for the additional person in the amount of $ 1,and requested the refund In reviewing the customer’s account, on January 20, 2017, Expedia process the refund in the amount of $1,back onto the customer’s original form of payment Since this matter was resolved on January 20, 2017, Expedia considers this matter as closed We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
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 Hello An Update since a responded via your Revdex.com platform earlier this evening 1) please know I was never asking for a refund- but a flight voucher- much like any client who is involuntarily bumped off a flight 2) I called Expedia- I spoke with Rodrego ***- corporate call center manager Case # [redacted] I explained the whole story (twice)- how Expedia changed the flight- the agent's name and time After some convincing, he offered a $coupon to my account which I can use for future travel I did not accept the response through the Revdex.com from Expedia- I DO accept Rodrego's solution for the $ I thank you [redacted] for your serviceat this point with the $coupon- good through 10-31- 17- I do considered this resolved Have a good daySincerely, [redacted]
October 19, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] ***Expedia, Incis once again responding to the consumer complaint from Ms [redacted] ( [redacted] ) regarding a hotel reservationIn the rare occasion that there is a system issue, Expedia will ask the customer to contact us at a later time so we may fully review the caseWhen we were able to assist the customer, Ms [redacted] had to be transferred to a different department regarding her specific issueExpedia agents must then place the customer on hold while the agent reaches a different departmentWhile it is always possible that a call is dropped, neither the customer nor agent is responsible for dropped callsWe have confirmed that Expedia sent this reservation to hotel, it is not clear if the hotel added this to their records and are unable to confirm as we are a third party intermediary for travel providersMs [redacted] previously requested that Expedia provide a refund for the amount of $As previously mentioned, Expedia has provided the refund back to the customer and we have notated the accountWe’ve also sent the customer a receipt of the refundWe do apologize for the time it has taken for the customer’s issue to be reviewed and a refund to be provided to Ms***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, Daniel A [redacted] Tier Customer Service
June 29, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 Mrs [redacted] (Revdex.com Case number [redacted] ) regarding a hotel reservationOur records indicate on June 13, 2017, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations are at the [redacted] from September 18, 2017, to September 22, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of her itinerary: • Cancellation and Change Policy: Non-Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedOn June 24, 2017, the customer contacted Expedia requesting to change the reservation with-out incurring additional chargesThe assisting representative contacted the hotel directly on behalf of the customer and was advised that we would need to send an email to the hotel and wait for a responsePlease note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, nor do we set any cancellation or refund policiesIn addition, we firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase pathWe provide our users ample time to review the full details of the itinerary before completing the purchaseExpedia was able to capture the customer’s individual step-by-step booking process and prior to entering her credit card information the dates of September 18, 2017, to September 22, were indicatedWhen making a reservation on Expedia.com, the customers always have the option of speaking with one of our travel specialists who are here to assist hours a day, seven days a weekAs always, making a reservation with one of our travel specialists is no additional costAt this time, Expedia is waiting for the response from the hotelWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
January 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting a refundOn December 26, 2016, we received receipt of the Revdex.com complaint Our records reflect on December 23, 2016, the customer self-booked a hotel reservation at the [redacted] chedate January 1, 2017, check-out date January 6, The customer is stating they submitted a Best Price Guarantee claim; however the customer did not qualify for the refund for the difference Upon further researching this matter, we can confirm on December 24, 2016, the customer submitted the Best Price Guarantee with an attachmentExpedia advised the customer that the room type the customer booked was nonrefundable and the room type on their attachment was refundableExpedia advised the customer that the room types must match to qualify for the refundExpedia confirmed the room type for the nonrefundable room; however the current price was higher than what the customer paid The customer replies to Expedia with another attachment for the Best Price GuaranteeExpedia replies to the customer the attachment did not reflect the total cost for the room, including the taxes and feesExpedia advised the customer we could not honor the refund request On December 26, 2016, the customer contacted Expedia regarding the Best Price GuaranteeExpedia offered the customer as an exception to apply the $coupon onto the customer’s accountThe customer did agree Expedia has reviewed the customer’s Best Price Guarantee claim that was sent on December 24, The original cost of the reservation was $and the original Best Price Guarantee claim the total price was $ Expedia will issue a refund for the difference of $14.31, as a one-time courtesy We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
August 6, 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 her reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
July 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear that Mr [redacted] did not accept our response In our initial response we offered our apology for any lack of service that Mr [redacted] may have encounteredWe also confirmed that Mr [redacted] has received a full refund for the booking on June 25, We are always happy to assist our valued customers when they arrive at their destination and accommodations are not to their satisfactionWe attempted to reach Mr [redacted] via telephone to further discuss his experience, but our attempts were unsuccessful In our initial response, we offered an apology to Mr [redacted] for any inconvenience that he may have encounteredWe regret that our request of a refund from the [redacted] was declinedWhen we spoke to property management regarding Mr [redacted] visit, we were informed that there were no complaints on file and that he left a note stating that he could find a better deal elsewhere but, did not contact them prior to his departure The feedback that Mr [redacted] has provided to us will be helpful in looking at our vendor's customer service, and gauging our customers' satisfaction and perceptionsSince Mr [redacted] ’s encounter, an Expedia liaison has been made aware of the concerns that he brought to our attentionAfter the conclusion of their research, they will determine if the property should remain available on our website 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 to contact us Sincerely, Marlon J [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 methank you for your assistance.Sincerely, [redacted] ***
October 12, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 20, 2015, Mr [redacted] booked an Expedia Vacation Package online which included roundtrip flights and a five-night stay at the [redacted] in Punta Cana from November 16, 2015, through November 21, Mr [redacted] contacted our office on August 20, 2015, and informed us that an error was made during booking regarding the return flightIt was agreed that the package would be canceled and rebooked with the correct return flightRegrettably the agent who assisted Mr [redacted] made the exact same error while booking the new packageThe new package was canceled and refunded and a third package was bookedRefunds were issue for the first two bookings which caused several debits and credit to appear on Mr [redacted] billing statement Mr [redacted] contacted our office several times to dispute the refund amounts that he’d been issuedHe says he was treated rudely by supervisors when he called in for assistanceHe stated that we eventually agreed that he had refunded the wrong amount and that we would be contacting him via phone, but later told him that his math was incorrect and that we would not refundHe provided a copy of his billing statement to show that we refunded the wrong amountHe says he never received a call as he was told by Expedia and after the issue remained unresolved; he canceled the last package and booked through a different companyHe now wants a refund for that Expedia booking and says that he was forced to cancel it because no one ever followed up with him We contacted the airline to request a refund on Mr [redacted] behalf, but our request was denied as it could not be deemed a duplicate ticket At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stayBecause we value Mr [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaint A refund in the amount of $was issued to his original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly his credit card company processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have reviewed the information that has been sent by the Expedia customer service representative and for the most part this information is accurate however there are some reasons why their response is not acceptable First of all, after many failed attempts at trying to board the original return flight, Kawljeet [redacted] was offered a return flight at the time of his departure But, the return flight would cost him over $U.Sdollars and there was no credit that would be given due to this return flight He waited patiently at the airport for over hours and there was no simple resolution given to him and had to contact family members to take him back until the situation could be resolved Additionally, the traveler ( [redacted] ***) did have a U.SGreen card in possession and was not aware that he needed a visa or other type of entry requirement to travel as a layover (one hour for each stop) while returning to the United States The reason that a one way ticket was booked on our own is because the Expedia customer service agent could not provide a return flight on that same day (09/20/16) for a reasonable price and the agent herself told me that it would be much cheaper just to book a new flight on my own She also said that there would be $refund that may be issued due to the situation Even after that amount of credit, the ticket would still be over $(US dollars) All of this information took over an hour just to tell me that it was possible for him to return on that same day It is very disturbing for Expedia to claim that they " make every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing." The disclaimer for Passport/Visa is very unclear and does provide any type of field that shows what type of visa you hold and whether or not there will be one or two or three connecting flights and if more than one connecting flight there no field to input two or more countries to determine if you in fact need a visa or other type of entry requirement into that country In all fairness, I am only requesting that some type of monetary resolution can me made due to the complexity of this particular situation Thank you for understanding, Sincerely, [redacted] * [redacted]
Hello Revdex.com, I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case: Customer Complaint: The customer stated he needed to check-out of the hotel on May 30, 2016, which was night before the end of his reservationHe was anticipating a refund for the unused nightThe customer is requesting a refund of USD for the unused nightFindings: According to our records, the Cancellation Policy agreed upon at the time of booking was, “We understand that sometimes your travel plans changeWe do not charge a change or cancel feeHowever, this property ( [redacted] BCN by HC) imposes the following penalty to its customers that we are required to pass on: Cancellations or changes made after 6:PM ((GMT+01:00) Brussels, Copenhagen, Madrid, Paris) on May 27, 2016, or no-shows, are subject to a Night Room & Tax penalty.” We were first notified of the early check-out on June 1, 2016, which is the day after the original check-out dateIf we are notified of an issue when it arises, we may have more options available to usHowever, once the stay is completed, our options become very limitedAs a courtesy, we contacted the property on June 1, to determine if a refund would be available for the unused nightThe property staff stated they would be charging for the entire reservation in accordance with the cancellation policy agreed to at the time of booking Resolution: As the property has billed in full for the reservation and we were not notified of the early check-out when the issue arose; unfortunately, we are unable to offer a refund as requestedThank you for bringing this matter to our attention and allowing us a chance for resolutionThank you,Ben T.Customer Relations Specialist
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 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 complaint # [redacted] ) regarding the flight refund/exchange issues Our records show on November 7, 2015, Ms [redacted] self-booked an Expedia.com flight reservation via booking number [redacted] , with a travel commencing date as December 24, with a payment amount of $We understand from Ms [redacted] ’s complaint, due to safety concerns she decided to cancel the flight reservation and after contacting the airline as well as Expedia’s customer support, no proper resolution was provided or reimbursement of the amount paid for the flight givenThe customer is requesting a refund for the unused flight canceled reservation Upon researching the customer’s complaint, we can confirm Ms [redacted] agreed to the airline fare rules via the actual booking path We can also confirm when the customer brought this matter to our attention, Expedia advocated on the customer’s behalf and was advised by the Delta airlines; a future flight credit was provided and Ms [redacted] can use the original ticket value minus any change fee and difference in price for any Delta flightAlso, travel must be completed by the ticket validity date of November 6, 2016, as stated on the airline fare rules Expedia.com acts only as an independent reservations agent for hotels, airlines, and travel insurance providers and must abide by the terms and conditions of that particular vendor Expedia.com makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provide selection details on several pages for the customer to reviewBased on the information provided above, we are unable to honor Ms [redacted] ’s refund request We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Expedia was doing business in a cheating wayExpedia suggested a list of hotel for my planning stay; I chose one hotel from the list as Expedia clearly labeled the hotel as "Free Cancellation"As long as the hotel is "Free Cancellation", any room in the hotel SHOULD BE Free CancellationOtherwise, if any room in the hotel cannot be freely cancelled, Expedia SHOULD NOT labelled it as "FREE CANCELLATION"However, Expedia clearly is cheating customers to resolve hotels with "Free Cancellation", but adding "Non-Refundable" in difficult noticed way in the purchase process but after misleading customers to make wrong reservation by showing "Free Cancellation"This is a clear cheating business deedIf Expedia does not recognize such a cheating business deed, more and more customers will be trapped and damagedSo, I must stand out to fight against such an immoral cheating business deed by Expedia, for protecting myself and many many customers like meHopefully, Revdex.com also can support the victims, in the past, right now, and would be, by ExpediaWe should fight and call:Expedia, Stop your shameless cheating business deed! Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I apologize for the late replyWe didn't see this email They are not being truthfulThey assured us we were getting swim up suitesThey assured us that phone call was recordedFurthermore, we told them we did not want to book UNLESS we had swim up suitesThis trip would not have been taken at all except they assured us we had those suites The last date we spoke with Expedia, they confirmed by phone that we did pay for those suitesThe resort cannot confirm or deny either way because they are not involved with what Expedia chargesThey could only tell us we did, in fact, overpay for the suites we got based on resort pricesNowWhy would we pay more through Expedia? Only one reasonWe paid for a swim up suite I think Expedia should have to present their records of pricing back on the date we booked They can simply deny any wrongdoing and that's it? Sincerely, [redacted]
Hello Revdex.com, I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case: Customer Complaint: The customer reserved a booking online on February 1, for March 5, The guests booked this room for an anniversary getawayWhen the guests went to the hotel to check-in, the hotel was not able to find the reservationThe customer had friends of theirs try to send a gift to their room and they were also refused because the hotel could not find a room with their nameBecause the hotel could not find the room under the guest’s name, they were unable to use their reservation but were still billed in full The customer is requesting a full refund in the amount of $USD Findings: According to our records, Ms [redacted] reservation was booked under the name "Non Smoking With A"Whenever Ms [redacted] checked into the hotel using her first and last name, the hotel did not find any reservations that were made under that name since the customer’s name was not used during the booking process Resolution: In conclusion, we have confirmed that Expedia sent a confirmation email to the customer on the day of purchase which would have given them ample time to review and make name changes as needed before the chedateWe have verified that the first contact to our customer care team was on March 8, Our customer care team then contacted the hotel to appeal for a refundThe hotel manager did not approve a the refund request due to the non-refundable rate plan the customer agreed to upon booking Since the hotel has billed the reservation in full, we would not be able to issue a refund for this reservation We recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies; and to call us immediately if there are any discrepancies or additional questions before purchasing the itineraryIt is our customers’ responsibility to review all rules, regulations, and booking details prior to booking any travel 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 screen Thank you for bringing this matter to our attention and allowing us a chance for resolution Thank you, Mathew K Customer Relations Specialist
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 has reviewed all documentation and all call recordings The customer contacted Expedia requesting to change the flights; however, the customer declined to pay the total cost for both airlines 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 Airlines and American Airlines are the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card) Expedia cannot waive these fees Expedia has provided the customer with three options: Keep the original tickets as is; tickets are active for travel on August 19, If the customer does not take the flights, the airline will consider the tickets as lost value The customer must pay the change fee of $per person; plus any fare difference with JetBlue Airlines and buy new tickets with American Airlines The tickets with American Airlines will be considered as a lost value Cancel both tickets, however tickets are nonrefundable Will have credit in the amount of $per person with JetBlue for year of issue date June 8, and pay the change fee of $per person; plus any fare differenceBuy new tickets for the correct dates and routing The customer did purchase the Expedia Stress Free and Trade Flight Protection; however in order for the customer to qualify for a full refund, the customer must contact Aon Affinity at 1-800-954- The customer can view the covered reason on the itinerary and how to file a claim with Aon Affinity We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier 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 [redacted] is requesting to rebook her flight using her flight credit Upon further research, we are unable to locate an Expedia account related to [redacted] complaintWe respectfully request that [redacted] provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address [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
August 4, 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 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 December 20, 2014, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from Kansas City, Missouri to Los Cabos, Mexico and a five-night stay at the [redacted] from February 28, 2015, through March 5, We understand from Mr [redacted] complaint that he was unable to make his flight to Los Cabos because his flight had been canceled due to bad weatherMr [redacted] says that he has attempted unsuccessfully to obtain a refund for the unused hotel reservation While we do not view this complaint as something Expedia is responsible for, because we value Mr [redacted] as a customer and regret the experience that he reports, we have already undertaken an exception to resolve his complaint A refund in the full amount of $was issued to his original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly the credit card company processes refunds 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
November 23, 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 to change her reservationOn November 20, 2015, we contact Ms [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumerOur records indicate on September 28, 2015, The customer self-booked a flight reservation using Expedia.com website The flight is operated by JetBlue Airways and scheduled to depart on December 15, 2015, from Providence, Rhode Island to Orlando, Florida and return from Orlando, Florida to Providence, Rhode Island on December 20, 2015.We can confirm Ms [redacted] contacted Expedia on November 9, 2015, stating that due to a site error, the incorrect departure airport city was reservedOur customer service representative advised the customer we were unable to change the departure city without charging a penalty feeIn addition, this reservation was booked by the customer and or an authorized user of the accountWe have no record of any site errors occurring on the booking date.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 JetBlue Airways was the merchant of record and the company that charged your credit card, we have to abide by their rules and regulationsBased on these fare rules, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedDue to the flights being accepted at the time of purchase, as well as the full terms and conditions, we are unable to honor Ms [redacted] request to change her outbound flight without charging a change penalty.Expedia strives to provide the highest level of customer service, and we regret Ms [redacted] recent experience did not live up to that expectation We have encounter a high volume of disconnect calls due to agents having to utilize a second line in contacting the vendorThe customer’s feedback will be forwarded to the appropriate department for further review.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
April 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our 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 January 24, 2016, Ms [redacted] booked an Expedia Vacation Package which included roundtrip flights from [redacted] to StThomas, [redacted] and an eight-night stay at the [redacted] from June 29, 2016, through July 7, Ms [redacted] also purchased travel insurance for this package We understand from Ms [redacted] complaint that she has since canceled the package and received a full refund for the lodging portion of the package as well as the insuranceShe has yet to be refunded for the air fare and is requesting that $3,291.56, be returned to her The services provided by Expedia are that of a third party intermediary, the airline; in this case Jetblue, is the merchant of record (i.ethe company who charged the customer’s credit card) and as such accepted the funds for Ms [redacted] purchaseShe will also see the airlines name in the transaction information of her credit card statementAs Jetblue was the merchant of record, they are also the party to process any appropriate refunds to Ms [redacted] Expedia does not have access to transaction numbers for charges and refunds not processed by our companyWe regret that we are unable to offer Ms [redacted] a more satisfactory response to her inquiry; however on April 1, 2016, Expedia has processed the refund in our internal system and it is now the airline who will issue the refund to Ms [redacted] original form of paymentMost airlines request at least two billing cycles for refunds to appear on the customer’s credit card statementWe regret any inconvenience caused by this matter 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
January 26, 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting a refundOn January 16, 2017, we received receipt of the Revdex.com complaint Our records reflect on August 13, 2016, the customer self-booked a package reservation for [redacted] ***, [redacted] and [redacted] Travel was on United Airlines, departing on December 16, 2016, from Newark, New Jersey to Punta Cana, Dominican Republic; and returning on December 23, 2016, from Punta Cana, Dominican Republic to Newark, New JerseyThe package included a hotel stay at The Reserve at Paradisus Punta Cana Resort-All InclusiveThe customer is stating they contacted Expedia to add an additional person to the hotel reservationThe customer is stating that Expedia advised that the hotel would not charge an additional person fee; however the customer was charged for the additional person Upon further researching this matter, we can confirm on October 27, 2016, the customer contacted Expedia to add additional person to the hotel reservationExpedia contacted the hotel; they advised there would be no additional charge for the extra person On December 21, 2016, the customer contacted Expedia via email advising that the hotel charge them for the additional person in the amount of $ 1,and requested the refund In reviewing the customer’s account, on January 20, 2017, Expedia process the refund in the amount of $1,back onto the customer’s original form of payment Since this matter was resolved on January 20, 2017, Expedia considers this matter as closed We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
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 Hello An Update since a responded via your Revdex.com platform earlier this evening 1) please know I was never asking for a refund- but a flight voucher- much like any client who is involuntarily bumped off a flight 2) I called Expedia- I spoke with Rodrego ***- corporate call center manager Case # [redacted] I explained the whole story (twice)- how Expedia changed the flight- the agent's name and time After some convincing, he offered a $coupon to my account which I can use for future travel I did not accept the response through the Revdex.com from Expedia- I DO accept Rodrego's solution for the $ I thank you [redacted] for your serviceat this point with the $coupon- good through 10-31- 17- I do considered this resolved Have a good daySincerely, [redacted]