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 taking the time to review my case Sincerely, [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 meI do, however, want to mention that I spent hours on the phone first with corporate managers that were pretty much telling me they don't believe what I was telling them and eventually told me to hang up and call in a day which is why I wrote this complaintI could not wait a day and had to call back just to spend another hours on the phone until I got someone who actually listened to what I was sayingFrom that point on I got on the right track towards the resolutionThis is not acceptable from a large business such as Expedia.Sincerely, [redacted] ***
April 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting to rebook a flight, using his flight credit On April 13, 2016, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaint The customer advised Expedia that his flight was already booked using his flight credit and considers this matter as resolved with the Revdex.com Our records reflect on March 21, 2016, the customer contacted Expedia, requesting to rebook his flight, using a flight credit Our agent was able to determine, due to a site error, Expedia would honor the air credit less the $change fee as well as the $that was refunded from the airline The total amount of the air credit was $2,088.40, which the customer agreed to Our agent processed the new travel dates for: Departing April 15, 2016, from Chicago, Illinois to Prague, returning on April 23, 2016, from Prague to Chicago, Illinois with Air Berlin We regret any inconvenience that may have occurred and would like to assure you that your business is important to us We appreciate the opportunity to address this issue Comments like yours help us improve agent training and the quality of service we provideExpedia and the customer consider this matter resolved 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
Complaint: [redacted] I am rejecting this response because: They are just asking for more time to resolve the issueStill waiting for a resolutionSincerely, [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 me I wanted to notified you that my claim was resolvedSincerely, [redacted] ***
May 31, 2017Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: 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 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 Dollar Rent A Car was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulationsAs this was not an Expedia error we are unable to authorize a refund of the additional charges.On May 31, Expedia reached out to Dollar and was advised that the damage waiver that was purchased on May 20, was optional therefore the customer did not have to purchase the waiverFurthermore within the rules and regulations that were agreed to upon the booking of the reservation it states “loss damage waiver (LDW) is optionalAdditional charges apply.”As a one-time curtesy Dollar has offered to refund the customer 30% and tax of the LDW totaling a refund of $This was processed to the customers original form of payment.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,Hayden J [redacted] Tier Customer Service
June 27, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] / [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because:I still did not get my trip dates changed due to the extra that Expedia wants me to pay again to receive the same room qualityMy complaint has not been resolved.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: that was an error, I thought there was a Revdex.com case open but there was notI did not open a case at that time because Expedia told me the issue was resolved and I could use my credit anytime with UnitedI did contact both Expedia and United airlines multiple times prior to the credit expiring and I have multiple email chains to prove that, but United was not able to locate the number provided by Expedia and this is why this happened.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: There was nothing on your website indicating that the payment will still go through even if you receive an error message I received an error message on seperare occasions advising me that my trip was not booked, however my bank account was completely wiped outIt was a huge inconvienece because there were other payments scheduled to be drafted that dayNot only was I complete broke but my trip was still not bookedI had to book the trip on someone elses credit card, pay interest, and I was charged by expedia for a higher rateI have screenshots of both pricesI feel I should be credited the difference or provided some expedia points for a future trip because the information was very misleading and it took me several hours to contact someone at expedia who could actually tell me there was nothing they could do and I had to wait until the funds were depositedImagine of I was out of the country and my bank account was completely empty because of an error caused by expediaEvery time I attempted to make a payment it said error, please try againWhen I called to book through a representative for the same rate I got all the way to the end of the call for them to say they couldn't book it because my car was declined when your company was the one holding the funds to begin with.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because:It is correct that I called on 3/18/to cancel my reservation due to family issuesWhen Expedia told me there was nothing they could do about it and that the trip cannot be canceled and non refundable we ended the conversation there, not to mention the phone representative's English was subpar and he was unable to understand my question when I was asking him which part of the trip was non refundableWhen I asked to be transferred to someone who can understand my questions he hung up on me and from my perspective he canceled my hotel reservation intentionally and gave me no notice that the hotel was canceledAt that point since the matter was unresolved and I was hung up on and I did not feel like waiting about minutes on hold to get ahold of someone I left it at that and carried on thinking that the reservation was untouched because I was told there was no way to cancel the tripYes, the matter was resolved after almost hours of calling Expedia and they were finally able to reinstate the vacation which is what they should have done with the first call but they told us it was not an optionMy biggest issue here is that the customer service was so bad that my family had to waste an entire vacation day to fix the problemIts very hard to get vacation time in america, and the precious days that my family was able to make free was taken away by one day due to Expedia's extreme lack of careIts interesting that Expedias sales department has almost no wait time when you want to book with them over the phoneI can get to a person almost instantaneouslyBut when you call customer service you have to wait over minutes just to get someone on the phone and in many cases we had to be transferred which took even longerIn the end it took an hour or more to actually communicate our problemThis is unacceptable for a paying customerExpedia has ample resources for people to take calls when it is to make a sale, but after the sale they provide cut rate, low resource, out sourced time wasting customer serviceAnd because of this my family was on the phone from 3:00pm when they arrived at the hotel to 8:00pm that day without getting a simple solution of reinstating a hotel reservation that was already paid forThe next day was the same thing were both my wife and I were calling and getting disconnected after waiting minutes the second we got transferredWe called from multiple phone lines, land lines and cell phone lines and internet phones and we had the same problemIn one of the many attempts I finally got to a supervisor and she had a very terrible attitude because the [redacted] had put her on holdAt one point I even asked her if she was OK because she sounded angry because I asked her to reinstate my reservationShe told me many times that she would rather refund the amount and I told her it would cost me more to rebook the day of and a refund would cost me more money which was not acceptableShe ended up hanging up on me too so she could avoid the problemI hope Expedia can understand how infuriating a to one hour hold time can be while siting in a hotel lobby on your vacationIn total with my and my wife and my father in law being on the phone waiting to connect for someone to hear our problem we must have waited a total of to hours of holding timeinfact here is a break down from my call records 04/15/11:10AMToll Free DT99minutes04/15/08:31AMToll Free DT46minutes04/14/08:30PMToll Free DT minutes04/14/06:46PMToll Free DT minutes04/15/08:21AMToll Free DT minutes04/15/07:34AMATLANTA DT minutes04/15/08:05AMATLANTA DT minutes04/14/03:47PMATLANTA DT minutes04/14/03:32PMATLANTA DT minutesThis is just a record from our cell phones not including land lines and internet phones we tried to resolve the situation withOver hours! on the phone in two days! How is this reasonable? Is this how you treat a paying customer? That after paying in full for a booked reservation we have to waste more the hours on the phone to get our vacation going sitting in the lobby with our bags? Please note the times as wellfrom 3:pm on the 14th of march to 11:am on the 15th of marchAlmost a full hoursDo you know how much stress and agitation this can cause a person who is supposed to be on a vacation? This is deplorable at best and I still have a bad taste in my mouth because of itYou took an entrie vacation day from me Expedia and cause me a lot of stress for me and my familyMy wife had her father with a very bad heart condition and a two year old please tell me how easy it would be to manage that and being on hold at the same time after paying thousands of dollars for a vacationIf you think that reinstating the hotel room after hours resolved the problem you are wrongCheck in time at the hotel was 3:00pm and check out was 11:00am that was the entire time we had to be on the phone to fix the problem.If it was up to me Expedia should refund me for the day it ruined, for the hotel reservation and the car rentalThey should also make up for that day with a paid night stay at a hotel of my choosing with no blackout or restrictions Sincerely, [redacted] Sincerely, [redacted]
Complaint Department Re: Expedia 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 was able to review the customer’s booking session that was made on October 4, The customer did not review the terms and conditions for the Package Protection Plan; which does state: Change or Cancel for Any ReasonThe Policyholder Vacation Waiver helps protect you against life’s unexpected occurrencesYour group is allowed to change or cancel your trip for any reason one (1) time prior to the scheduled start time [redacted] of your trip without being charged any change or cancellation feesIf canceling, any monies paid will be returned to the customer who booked the travel except the cost of published airfare, which may be made available as a credit for future travel[redacted] For a published air ticket, credit may be issued per applicable airline policies less airline change fees, and Policyholder will absorb the change feesThe actual airfare could be higher at the time of rebooking; in that event the price differential would be your responsibilityYou are allowed to change or cancel your trip for any reason one (1) time prior to the start of your trip Pre-Departure Trip CancellationWe will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Policyholder, if you are prevented from taking your Covered Vacation due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered VacationThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Vacation Post-Departure Trip InterruptionWe will pay a Post-Departure Trip Interruption Benefit, up to the amount in the Schedule, if due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s, Sickness, Injury or death or Other Covered Events as defined: 1) your arrival on your Covered Vacation is delayed; or 2) you are unable to continue on your Covered Vacation after you have departed on your Covered VacationFor item 1) above, the Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) for item 2) above, commence while you are on your Covered Vacation and your coverage is in effect under the plan; and c) for both items 1) and 2) above, require the examination and treatment by a Physician at the time the Covered Vacation is interrupted or delayed; and d) in the written opinion of the treating Physician, be so disabling as to delay your arrival on your Covered Vacation or to prevent you from continuing your Covered Vacation If the customer had to cancel the flight due to a covered medical reason, the customer will have to contact Aon Affinity at 1-800-453-and submit a claim for a refund requestExpedia cannot guarantee they will be refunded for the flight Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing The customer does have a flight credit with Delta AirlinesThe customer is responsible for the change fee of $200.00; plus any fare differenceSince the customer purchased the Package Protection PlanThe customer will qualify for a refund on the change fees only The customer can contact our customer service department at 1800-397-3342, to rebook their flight creditThe flight credit is valid for year from the original issue date of October 4, We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I've already contacted [redacted] and I pre booked the hotel and new airline tickets and I'm not paying for a vacation I'm not even going to takeI've already made travel arrangements with [redacted] and a hotel, so I cannot see how they can charge me.,Sincerely, [redacted]
May 20, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns, which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting a refund On May 5, 2016, we received receipt of the Revdex.com complaint Our records reflect on April 14, 2016, the customer self-booked a package reservation, using Expedia.com Travel was on Delta Airlines, departing April 22, 2016, from Washington to Los Angeles, California; returning on April 26, 2016, from Los Angeles, California to WashingtonA car rental with Hertz Rental Car, pidate April 22, 2016, drop-off date April 26, The packages also included travel protection The customer is stating, they were not able to use the car rental, as Hertz did not allow her to pick up the car Upon further researching this matter, we can confirm on April 27, 2016, the customer contacted Expedia, advising Hertz did not allow her to pick up the car rentalThe customer is advising, the rental company had her name on their do not rent list Our agent contacted Hertz; however, they were not open Our agent advised the customer, we would need to contact Hertz and would contact her once Expedia could confirm the information The customer understood We can confirm the customer contacted Expedia several times, in regards to the refund In reviewing Ms [redacted] ’s account, on May 9, 2016, the customer was refunded for the car rental and travel protection in the amount of $ 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
Complaint: [redacted] I am rejecting this response because: My husband and I both spoke with the airline and the hotel and they agreed to process a full refund This is not acceptable We were not aware of non-refundable tickets and non-refundable hotel Sincerely, [redacted]
June 01, Revdex.com Expedia – 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 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 complaint # [redacted] ) regarding the package reservation refund requestOur records show on March 7th, 2016, Mr [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted] , with travel date commencing on March 9th, The total amount of the booking was $2056.50USDWe understand from Mr***’s complaint, he believed he would not be charged a penalty for cancelling the reservation on March 8th, The cancellation fee is in the amount of $704.25USDOur cancellation and change policy mentioned that changes or cancellations made after February 24th, would be subject to a hotel fee equal to the first night's rate plus taxes and feesOur records indicate the travelers did not contact Expedia for support before or after the cancellation was madeMr [redacted] is requesting a refund of the amount of the one night penalty plus taxes and feesIn reviewing the customer’s account, we have confirmed that the reservation was already in penalty when the booking was madeThis is a process which means that if the reservation is made after February 24th, then it is already in penalty and subject to a fee if cancelled or changedWe have further researched Mr***’s complaint, and after giving the matter our full consideration we are unable to honor Mr***’s requestExpedia must abide by the terms and conditions agreed to at the time of booking and as a result, Expedia is unable to issue a refund and considers this matter closed.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
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 flight pricing question Ms [redacted] is questioning the issue of pricing for flights being different in the booking path as opposed to what she sees on Expedia’s banner page We apologize for any inconvenience this may have caused Expedia uses real-time reservation databases for our travel products, such as cars, hotels, cruises, and flights These databases link to our vendor partner’s companies, and contain up to the moment prices and availability Information in the databases is updated constantly by vendors, as pricing changes and travel related items are sold to our customers and customers who are accessing the same pool of products independently, or through other travel companies Vendors also limit the amount of their product available for discounted pricing As the discounted items sell out, low prices may no longer be available It is possible that a specific price or travel item is available when customers begin planning their trip, and is no longer available when they try to finalize their purchase Because of this, travel pricing can change very rapidly Also of note, Expedia’s banner page is not updated in real time, as the booking portion of the site is, so banner pricing may be different than actual, up to the moment, pricing from the respective vendors As stated in the Terms of Use for our website, that the customer agrees to when utilizing our services, all our travel products prices and availability are subject to change until customers have completed their purchase and a reservation is confirmedExpedia provides a final summary for customer’s to review before they enter their payment information If they are not in agreement with the final price provided, they have opportunity to cancel or change the reservation before making a purchase 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 Expedia – 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 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 a hotel vendor customer service issues and refund request Our records show on July 15, 2016, Ms***, self-booked an Expedia.com flight and hotel package reservation via itinerary number [redacted] , with a hotel chedate as March 26, with a $3,payment made for the hotel reservationWe understand from Ms***’ complaint, upon arrival at the hotel, the room originally booked was not available and the property provided poor service with the relocation processThe customer stated complaints were sent to Expedia but no response has been received and is requesting a partial refund due to the issues encountered with the hotel Upon researching the customer’s complaint, we can confirm on March 31, 2017, an email correspondence was received from Ms [redacted] regarding the poor service received from the hotel and a request of a refundUnfortunately, Expedia is unable to process any refund request via email correspondence Further research shows, no calls from the customer were received at the time of cheor during the dates of the reservation related to Ms***’ complaint Expedia proceeded to advocate on the customer’s behalf by contacting the hotelThe vendor stated, refunds can only be requested via email, therefore, on May 16, 2017, Expedia sent a partial refund request to [redacted] @royaltonresorts.com as advised by the propertyOnce any information is received from the vendor, Ms [redacted] would be contacted by Expedia directly Expedia.com acts only as a third party intermediary for airlines, hotels and cruises and must abide by the terms and conditions set by that particular vendorExpedia can only advocate on the customer’s behalf with regard to any refund requestsBased on the information provided above, at this time we are unable to honor Ms***’ request for a refund We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Corporate Customer Service
August 23, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, Mrs [redacted] * [redacted] We regret to hear that the customer did not accept our response and/or resolution offered We have further researched Ms [redacted] ’s complaint (Revdex.com case number [redacted] ) regarding a refund of activities We’re unclear who she spoke with on August 22, as we can find no recent case notes, however, I would like to assure her that I personally refunded her in full for the itinerary As the itinerary was created quite some time back, I refunded the customer directly from Expedia because I did not want her to have to wait on any further contact and response from the vendor The information on the refund transaction is as foillows: AUG 3:PM PST Merchant refunding – Expedia Initiated by:Agent: [redacted] Authorization Code:-Transaction ID: [redacted] Account Holder Name:: [redacted] Visa XXXX-*** Expiration Date:07/ Billing Phone:: [redacted] Credit (107.10) USD Paid With this information, M Ms [redacted] would be able to contact her credit card or bank and check on the credit to find out when it will or has posted to her account As we stated before, the time it takes for the credit to be available depends upon how quickly her finance company processes refunds Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attentionAs this matter has been resolved, we respectfully request the Revdex.com close this case If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Expedia 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 meThank you for taking the time to review my case Sincerely, [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 meI do, however, want to mention that I spent hours on the phone first with corporate managers that were pretty much telling me they don't believe what I was telling them and eventually told me to hang up and call in a day which is why I wrote this complaintI could not wait a day and had to call back just to spend another hours on the phone until I got someone who actually listened to what I was sayingFrom that point on I got on the right track towards the resolutionThis is not acceptable from a large business such as Expedia.Sincerely, [redacted] ***
April 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting to rebook a flight, using his flight credit On April 13, 2016, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaint The customer advised Expedia that his flight was already booked using his flight credit and considers this matter as resolved with the Revdex.com Our records reflect on March 21, 2016, the customer contacted Expedia, requesting to rebook his flight, using a flight credit Our agent was able to determine, due to a site error, Expedia would honor the air credit less the $change fee as well as the $that was refunded from the airline The total amount of the air credit was $2,088.40, which the customer agreed to Our agent processed the new travel dates for: Departing April 15, 2016, from Chicago, Illinois to Prague, returning on April 23, 2016, from Prague to Chicago, Illinois with Air Berlin We regret any inconvenience that may have occurred and would like to assure you that your business is important to us We appreciate the opportunity to address this issue Comments like yours help us improve agent training and the quality of service we provideExpedia and the customer consider this matter resolved 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
Complaint: [redacted] I am rejecting this response because: They are just asking for more time to resolve the issueStill waiting for a resolutionSincerely, [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 me I wanted to notified you that my claim was resolvedSincerely, [redacted] ***
May 31, 2017Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: 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 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 Dollar Rent A Car was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulationsAs this was not an Expedia error we are unable to authorize a refund of the additional charges.On May 31, Expedia reached out to Dollar and was advised that the damage waiver that was purchased on May 20, was optional therefore the customer did not have to purchase the waiverFurthermore within the rules and regulations that were agreed to upon the booking of the reservation it states “loss damage waiver (LDW) is optionalAdditional charges apply.”As a one-time curtesy Dollar has offered to refund the customer 30% and tax of the LDW totaling a refund of $This was processed to the customers original form of payment.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,Hayden J [redacted] Tier Customer Service
June 27, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] / [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because:I still did not get my trip dates changed due to the extra that Expedia wants me to pay again to receive the same room qualityMy complaint has not been resolved.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: that was an error, I thought there was a Revdex.com case open but there was notI did not open a case at that time because Expedia told me the issue was resolved and I could use my credit anytime with UnitedI did contact both Expedia and United airlines multiple times prior to the credit expiring and I have multiple email chains to prove that, but United was not able to locate the number provided by Expedia and this is why this happened.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: There was nothing on your website indicating that the payment will still go through even if you receive an error message I received an error message on seperare occasions advising me that my trip was not booked, however my bank account was completely wiped outIt was a huge inconvienece because there were other payments scheduled to be drafted that dayNot only was I complete broke but my trip was still not bookedI had to book the trip on someone elses credit card, pay interest, and I was charged by expedia for a higher rateI have screenshots of both pricesI feel I should be credited the difference or provided some expedia points for a future trip because the information was very misleading and it took me several hours to contact someone at expedia who could actually tell me there was nothing they could do and I had to wait until the funds were depositedImagine of I was out of the country and my bank account was completely empty because of an error caused by expediaEvery time I attempted to make a payment it said error, please try againWhen I called to book through a representative for the same rate I got all the way to the end of the call for them to say they couldn't book it because my car was declined when your company was the one holding the funds to begin with.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because:It is correct that I called on 3/18/to cancel my reservation due to family issuesWhen Expedia told me there was nothing they could do about it and that the trip cannot be canceled and non refundable we ended the conversation there, not to mention the phone representative's English was subpar and he was unable to understand my question when I was asking him which part of the trip was non refundableWhen I asked to be transferred to someone who can understand my questions he hung up on me and from my perspective he canceled my hotel reservation intentionally and gave me no notice that the hotel was canceledAt that point since the matter was unresolved and I was hung up on and I did not feel like waiting about minutes on hold to get ahold of someone I left it at that and carried on thinking that the reservation was untouched because I was told there was no way to cancel the tripYes, the matter was resolved after almost hours of calling Expedia and they were finally able to reinstate the vacation which is what they should have done with the first call but they told us it was not an optionMy biggest issue here is that the customer service was so bad that my family had to waste an entire vacation day to fix the problemIts very hard to get vacation time in america, and the precious days that my family was able to make free was taken away by one day due to Expedia's extreme lack of careIts interesting that Expedias sales department has almost no wait time when you want to book with them over the phoneI can get to a person almost instantaneouslyBut when you call customer service you have to wait over minutes just to get someone on the phone and in many cases we had to be transferred which took even longerIn the end it took an hour or more to actually communicate our problemThis is unacceptable for a paying customerExpedia has ample resources for people to take calls when it is to make a sale, but after the sale they provide cut rate, low resource, out sourced time wasting customer serviceAnd because of this my family was on the phone from 3:00pm when they arrived at the hotel to 8:00pm that day without getting a simple solution of reinstating a hotel reservation that was already paid forThe next day was the same thing were both my wife and I were calling and getting disconnected after waiting minutes the second we got transferredWe called from multiple phone lines, land lines and cell phone lines and internet phones and we had the same problemIn one of the many attempts I finally got to a supervisor and she had a very terrible attitude because the [redacted] had put her on holdAt one point I even asked her if she was OK because she sounded angry because I asked her to reinstate my reservationShe told me many times that she would rather refund the amount and I told her it would cost me more to rebook the day of and a refund would cost me more money which was not acceptableShe ended up hanging up on me too so she could avoid the problemI hope Expedia can understand how infuriating a to one hour hold time can be while siting in a hotel lobby on your vacationIn total with my and my wife and my father in law being on the phone waiting to connect for someone to hear our problem we must have waited a total of to hours of holding timeinfact here is a break down from my call records 04/15/11:10AMToll Free DT99minutes04/15/08:31AMToll Free DT46minutes04/14/08:30PMToll Free DT minutes04/14/06:46PMToll Free DT minutes04/15/08:21AMToll Free DT minutes04/15/07:34AMATLANTA DT minutes04/15/08:05AMATLANTA DT minutes04/14/03:47PMATLANTA DT minutes04/14/03:32PMATLANTA DT minutesThis is just a record from our cell phones not including land lines and internet phones we tried to resolve the situation withOver hours! on the phone in two days! How is this reasonable? Is this how you treat a paying customer? That after paying in full for a booked reservation we have to waste more the hours on the phone to get our vacation going sitting in the lobby with our bags? Please note the times as wellfrom 3:pm on the 14th of march to 11:am on the 15th of marchAlmost a full hoursDo you know how much stress and agitation this can cause a person who is supposed to be on a vacation? This is deplorable at best and I still have a bad taste in my mouth because of itYou took an entrie vacation day from me Expedia and cause me a lot of stress for me and my familyMy wife had her father with a very bad heart condition and a two year old please tell me how easy it would be to manage that and being on hold at the same time after paying thousands of dollars for a vacationIf you think that reinstating the hotel room after hours resolved the problem you are wrongCheck in time at the hotel was 3:00pm and check out was 11:00am that was the entire time we had to be on the phone to fix the problem.If it was up to me Expedia should refund me for the day it ruined, for the hotel reservation and the car rentalThey should also make up for that day with a paid night stay at a hotel of my choosing with no blackout or restrictions Sincerely, [redacted] Sincerely, [redacted]
Complaint Department Re: Expedia 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 was able to review the customer’s booking session that was made on October 4, The customer did not review the terms and conditions for the Package Protection Plan; which does state: Change or Cancel for Any ReasonThe Policyholder Vacation Waiver helps protect you against life’s unexpected occurrencesYour group is allowed to change or cancel your trip for any reason one (1) time prior to the scheduled start time [redacted] of your trip without being charged any change or cancellation feesIf canceling, any monies paid will be returned to the customer who booked the travel except the cost of published airfare, which may be made available as a credit for future travel[redacted] For a published air ticket, credit may be issued per applicable airline policies less airline change fees, and Policyholder will absorb the change feesThe actual airfare could be higher at the time of rebooking; in that event the price differential would be your responsibilityYou are allowed to change or cancel your trip for any reason one (1) time prior to the start of your trip Pre-Departure Trip CancellationWe will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Policyholder, if you are prevented from taking your Covered Vacation due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered VacationThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Vacation Post-Departure Trip InterruptionWe will pay a Post-Departure Trip Interruption Benefit, up to the amount in the Schedule, if due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s, Sickness, Injury or death or Other Covered Events as defined: 1) your arrival on your Covered Vacation is delayed; or 2) you are unable to continue on your Covered Vacation after you have departed on your Covered VacationFor item 1) above, the Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) for item 2) above, commence while you are on your Covered Vacation and your coverage is in effect under the plan; and c) for both items 1) and 2) above, require the examination and treatment by a Physician at the time the Covered Vacation is interrupted or delayed; and d) in the written opinion of the treating Physician, be so disabling as to delay your arrival on your Covered Vacation or to prevent you from continuing your Covered Vacation If the customer had to cancel the flight due to a covered medical reason, the customer will have to contact Aon Affinity at 1-800-453-and submit a claim for a refund requestExpedia cannot guarantee they will be refunded for the flight Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing The customer does have a flight credit with Delta AirlinesThe customer is responsible for the change fee of $200.00; plus any fare differenceSince the customer purchased the Package Protection PlanThe customer will qualify for a refund on the change fees only The customer can contact our customer service department at 1800-397-3342, to rebook their flight creditThe flight credit is valid for year from the original issue date of October 4, We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I've already contacted [redacted] and I pre booked the hotel and new airline tickets and I'm not paying for a vacation I'm not even going to takeI've already made travel arrangements with [redacted] and a hotel, so I cannot see how they can charge me.,Sincerely, [redacted]
May 20, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns, which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting a refund On May 5, 2016, we received receipt of the Revdex.com complaint Our records reflect on April 14, 2016, the customer self-booked a package reservation, using Expedia.com Travel was on Delta Airlines, departing April 22, 2016, from Washington to Los Angeles, California; returning on April 26, 2016, from Los Angeles, California to WashingtonA car rental with Hertz Rental Car, pidate April 22, 2016, drop-off date April 26, The packages also included travel protection The customer is stating, they were not able to use the car rental, as Hertz did not allow her to pick up the car Upon further researching this matter, we can confirm on April 27, 2016, the customer contacted Expedia, advising Hertz did not allow her to pick up the car rentalThe customer is advising, the rental company had her name on their do not rent list Our agent contacted Hertz; however, they were not open Our agent advised the customer, we would need to contact Hertz and would contact her once Expedia could confirm the information The customer understood We can confirm the customer contacted Expedia several times, in regards to the refund In reviewing Ms [redacted] ’s account, on May 9, 2016, the customer was refunded for the car rental and travel protection in the amount of $ 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
Complaint: [redacted] I am rejecting this response because: My husband and I both spoke with the airline and the hotel and they agreed to process a full refund This is not acceptable We were not aware of non-refundable tickets and non-refundable hotel Sincerely, [redacted]
June 01, Revdex.com Expedia – 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 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 complaint # [redacted] ) regarding the package reservation refund requestOur records show on March 7th, 2016, Mr [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted] , with travel date commencing on March 9th, The total amount of the booking was $2056.50USDWe understand from Mr***’s complaint, he believed he would not be charged a penalty for cancelling the reservation on March 8th, The cancellation fee is in the amount of $704.25USDOur cancellation and change policy mentioned that changes or cancellations made after February 24th, would be subject to a hotel fee equal to the first night's rate plus taxes and feesOur records indicate the travelers did not contact Expedia for support before or after the cancellation was madeMr [redacted] is requesting a refund of the amount of the one night penalty plus taxes and feesIn reviewing the customer’s account, we have confirmed that the reservation was already in penalty when the booking was madeThis is a process which means that if the reservation is made after February 24th, then it is already in penalty and subject to a fee if cancelled or changedWe have further researched Mr***’s complaint, and after giving the matter our full consideration we are unable to honor Mr***’s requestExpedia must abide by the terms and conditions agreed to at the time of booking and as a result, Expedia is unable to issue a refund and considers this matter closed.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
Complaint: [redacted] I am rejecting this response because:Sincerely,Here is the itinerary number they requested # [redacted]
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 flight pricing question Ms [redacted] is questioning the issue of pricing for flights being different in the booking path as opposed to what she sees on Expedia’s banner page We apologize for any inconvenience this may have caused Expedia uses real-time reservation databases for our travel products, such as cars, hotels, cruises, and flights These databases link to our vendor partner’s companies, and contain up to the moment prices and availability Information in the databases is updated constantly by vendors, as pricing changes and travel related items are sold to our customers and customers who are accessing the same pool of products independently, or through other travel companies Vendors also limit the amount of their product available for discounted pricing As the discounted items sell out, low prices may no longer be available It is possible that a specific price or travel item is available when customers begin planning their trip, and is no longer available when they try to finalize their purchase Because of this, travel pricing can change very rapidly Also of note, Expedia’s banner page is not updated in real time, as the booking portion of the site is, so banner pricing may be different than actual, up to the moment, pricing from the respective vendors As stated in the Terms of Use for our website, that the customer agrees to when utilizing our services, all our travel products prices and availability are subject to change until customers have completed their purchase and a reservation is confirmedExpedia provides a final summary for customer’s to review before they enter their payment information If they are not in agreement with the final price provided, they have opportunity to cancel or change the reservation before making a purchase 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 Expedia – 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 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 a hotel vendor customer service issues and refund request Our records show on July 15, 2016, Ms***, self-booked an Expedia.com flight and hotel package reservation via itinerary number [redacted] , with a hotel chedate as March 26, with a $3,payment made for the hotel reservationWe understand from Ms***’ complaint, upon arrival at the hotel, the room originally booked was not available and the property provided poor service with the relocation processThe customer stated complaints were sent to Expedia but no response has been received and is requesting a partial refund due to the issues encountered with the hotel Upon researching the customer’s complaint, we can confirm on March 31, 2017, an email correspondence was received from Ms [redacted] regarding the poor service received from the hotel and a request of a refundUnfortunately, Expedia is unable to process any refund request via email correspondence Further research shows, no calls from the customer were received at the time of cheor during the dates of the reservation related to Ms***’ complaint Expedia proceeded to advocate on the customer’s behalf by contacting the hotelThe vendor stated, refunds can only be requested via email, therefore, on May 16, 2017, Expedia sent a partial refund request to [redacted] @royaltonresorts.com as advised by the propertyOnce any information is received from the vendor, Ms [redacted] would be contacted by Expedia directly Expedia.com acts only as a third party intermediary for airlines, hotels and cruises and must abide by the terms and conditions set by that particular vendorExpedia can only advocate on the customer’s behalf with regard to any refund requestsBased on the information provided above, at this time we are unable to honor Ms***’ request for a refund We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Corporate Customer Service
August 23, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, Mrs [redacted] * [redacted] We regret to hear that the customer did not accept our response and/or resolution offered We have further researched Ms [redacted] ’s complaint (Revdex.com case number [redacted] ) regarding a refund of activities We’re unclear who she spoke with on August 22, as we can find no recent case notes, however, I would like to assure her that I personally refunded her in full for the itinerary As the itinerary was created quite some time back, I refunded the customer directly from Expedia because I did not want her to have to wait on any further contact and response from the vendor The information on the refund transaction is as foillows: AUG 3:PM PST Merchant refunding – Expedia Initiated by:Agent: [redacted] Authorization Code:-Transaction ID: [redacted] Account Holder Name:: [redacted] Visa XXXX-*** Expiration Date:07/ Billing Phone:: [redacted] Credit (107.10) USD Paid With this information, M Ms [redacted] would be able to contact her credit card or bank and check on the credit to find out when it will or has posted to her account As we stated before, the time it takes for the credit to be available depends upon how quickly her finance company processes refunds Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attentionAs this matter has been resolved, we respectfully request the Revdex.com close this case If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Expedia Corporate Customer Service