.July 24, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com case ID [redacted] ) regarding a flight reservationOur records indicate on July 9, 2015, the customer self-booked a non-refundable flight reservation using the Expedia.com websiteOutbound travel was with [redacted] and return travel with [redacted] We understand from the complaint, the customer is requesting his request for the Best Price Guarantee be approvedUpon receipt of the Revdex.com submission, we have verified on July 9, 2015, the customer contacted Expedia via e-mail regarding the Best Price Guarantee Expedia programThe customer submitted his request, however Expedia replied to the customer stating his submission was deniedThe denial was based on the submitted price match was not for an identical flightThe screenshot provided was for a departure flight with [redacted] while the Expedia itinerary was with United AirlinesIn addition the flight times were differentThe customer may view the link http://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg so he may review the terms and conditions needed to qualifyTo qualify, according to the terms and conditions found on the Expedia website: • Must be "Apples to Apples" ComparisonThe Best Price Guarantee is available only for exact itinerary matches• Additionally for flight claims, the itineraries must have the same Cabin Class and Booking Code• The Cabin Class is First, Business, Premium Economy or Coach/Economy• The Booking Code is determined by the fare purchased and the airline rules associated, which will be indicated as a letter (L, Y, U, etc.)• For any stand-alone product booking (for example, a hotel room or an airline ticket), the comparison must be to the same product purchased stand-alone through another website (i.e., not part of a hotel + air travel package)We have given the matter our full consideration, however, due to the terms and conditions of the Best Price Guarantee not being met, Expedia is unable to provide the refund requestedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
September 18, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] for [redacted] (Revdex.com case number [redacted] ) regarding a flight refund request Our records reflect on September 24, the customer accessed Expedia.com and booked a round trip flight departing on December 10, from Orlando, Florida to Belo Horizonte, Brazil, returning on April 29, aboard Azul Airlines Azul Airlines had a schedule change that cancelled the return flight and the offered re-accommodation, leaving from Sao Paulo, Brazil was not acceptable to the customerShe has asked to be refunded for the return portion of her flight Expedia serves only as a third party booking intermediary As Azul Airlines was the merchant of record, the party that debited the customer’s credit card, they would be responsible for the refund of the fare We have communicated with the airline on previous occasions and regret to hear that the refund was not processed On September 19, Expedia spoke to Azul Airlines who stated they had the customer listed as a “no-show” for the flight rather than as not accepting the alternate flight offered They have agreed that they will change the status and a refund of the return leg of the trip will be processed Expedia will be sending follow up confirmation information to Azul on September 20, on behalf of the customer The refund will be made to the customer’s original form of payment and the airline refund timeline can be up to two billing cycles 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
July 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refund On June 25, 2016, we received receipt of the Revdex.com complaint Our records reflect on February 29, 2016, the customer self-booked a flight reservation using Expedia.com Travel was on Air Canada being operated by United Airlines and LOT-Polish Airlines, departing March 31, 2016, from New Orleans, Louisiana to Moscow, Russia; returning on April 30, 2016, from Moscow, Russia to New Orleans, LouisianaThe customer also purchased the Expedia Stress Free & Trade Flight Protection Itinerary Number: [redacted] The customer is stating they contacted Expedia needing to change the return date; however, the customer was not able to change the date for the flight The customer is stating, they had to purchase two new flights for the return flight Upon further researching this matter, we can confirm on April 27, 2016, the customer contacted Expedia, needing to change the return dateExpedia advised the customer of the total add collect for the change; however the customer declined In reviewing the customer’s account, the outbound flight was used and the return flight is open Expedia can confirm the ticket was not exchanged and found no charges to the customer Upon further review, the return flight does not have any remaining value with Air Canada Based on the policy with Air Canada the ticket is nonrefundable The customer did purchase the Expedia Stress Free & Trade Flight Protection and on the customers itinerary it does provide the terms and conditions, which state: Pre-Departure Trip Cancellation We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Expedia, Inc., if you are prevented from taking your Covered Trip due to your, an Immediate Family Member's, Traveling Companion's, or Business Partner's Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip Post-Departure Trip Interruption We will pay a Post-Departure Trip Interruption Benefit, up to the amount in the Schedule, if due to your, an Immediate Family Member, Traveling Companion, or Business Partner's Sickness, Injury or death or Other Covered Events as defined: 1) your arrival on your Covered Trip is delayed; 2) you are unable to continue on your Covered Trip after you have departed on your Covered Trip The customer must contact Aon Affinity at 1-800-954-and file a claim for the refund request on return flight On May 18, and May 24, 2016, the customer self-booked two one-way flightsThe first reservation travel was on Turkish Airlines, departing June 6, 2016, from Moscow, Russia to Chicago, IllinoisAlso included is the Expedia Stress Free & Trade Flight ProtectionItinerary Number [redacted] The second reservation was on United Airlines, departing June 6, 2016, from Chicago, Illinois to New Orleans, Louisiana Also included is the Expedia Stress Free & Trade Flight ProtectionItinerary Number: [redacted] Expedia can confirm the customer used both one-way flights 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 Air Canada, United Airlines and Turkish Airlines were the operating carriers and merchant of record (the entity that received your funds and the company charging the customer’s credit card)We hope the customer understands Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention 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 Department Re: Expedia for TD Case #: [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address [redacted] ’s concerns As previously advised, on April 19, 2017, during the booking and checkout path on our website, it was disclosed the fees for baggageThe information was provided to the customer on the itinerary confirmation; which states: pieces 23kg/50lbIf the customer’s baggage weight was more than the requirement the airline would impose a fee Expedia for TD has viewed the current baggage fees with the airline as well as our site and the baggage fees are reflecting as the same as above Based on the above, Expedia for TD is unable to honor the request for the refund or compensationExpedia for TD request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] First my complaint was not only regarding the temperature of the roomBut yes they did not provide any air condition, no matter what timeAnd all other hotels in Italy provided air condition at the customers wants, not the hotelsAnd when you are booking a four star hotel one you do not expect to not have air condition, in degree weatherAnd second Expedia, when booking does not advertise or inform you that you would not be provided air condition, With older parents, and one who has a heart condition, had a quadruple by -Passwe would not stay or spend $a night per room for no air condition Also Expeida's pictures and rating, was way off, the rooms were dirty, grimy and old, musty with wall paper peeling off the walls and purple velvet couches with cigarette burns Also they say they do not provide air condition, so than you have to sleep with your window open, which they put us over the garbage alleyway on the 2nd floor, where they collected and stored the garbage and where all deliveries, were madeThe garbage pick up and deliveries started at 5:30am and woke us all up at that time Than we called times to get Expedia's assistance, either they said they would look into it and call us back within minutes and did not Or they told us a supervisor would call us backor could not understand what we were speaking, which was EnglishThan they said the system was down and there was nothing they could doWe called all night to 2am in the morning and than stated at 6am to get assistance and got the same excuse, their system was down We had to check out and was left in the street for two hours with no where to go If you also look at Yelp, this is the complaint of many, their customer serviceI am sure it is not the first Revdex.com complaint they have receivedI will not accept an apology or a trip voucher from them for all the extra expenses they caused us, the loss of a day and a half in Rome and the distress of two year old parents We have pictures and video to back up this complaint and we also were four people, to back up this complaintIf you review our entire trip, through Expedia, we did not have this issue any of the issues, we are stating in any of the other four hotels we had bookedWhich all provided air condition and clean four star service This clearly was a bait and switch and was also the worst customer service, I have ever experienced in any travels [redacted]
October 11, Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding anissue from our customer We appreciatethe Revdex.com allowing us to address the comments and concerns which have beenbrought to our attention Expedia, Inc.is disheartened the customer felt their concerns were not resolved adequatelyby our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is requesting arefund due to the hotel she was booked into being unable to accommodate herpets for the entire stayOn October 11, we attempted to contact the customerto acknowledge receipt of their Revdex.com complaintOur records indicate on May 3, the customer contacted Expedia.comfor an agent’s assistance in booking a reservation at the [redacted] , Cherokee North Carolina, to arrive onSeptember 30, and checking out October 4, The customer reports requesting a petfriendly property The hotel has only alimited number of pet friendly rooms and they must be requested in advance bythe customer, per their information posted on Expedia.com The pet needs were not confirmed with thehotel and the customer was able to stay only two of the four nights booked, asthe hotel did not have a pet friendly room available for all four nights The hotel would agree to a refund of only onenight, which was refunded previously Expedia regrets the inconvenience this matter caused our customer As a courtesy, on October 11, Expediaprocessed a refund in the amount of $to compensate for the second nightthe customer was not able to stay at the [redacted] We thank you for allowing us the opportunity to address the issues thatwere brought to our attention If youhave any further questions or concerns regarding this matter, please feel freeto contact us Sincerely, Roseanne G***Tier 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 meMy bank as well has been informed of the information stated aboveThanks for your time and concerned efforts.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: since I have already had to travel without this issue being resolved ahead of time, I would like Expedia to pay the difference between the hotel I booked with them ( [redacted] ) and the new hotel I had to book ( [redacted] ***) in addition to the cost of the rental cars necessary to travel back and forth to the downtown area.Sincerely, [redacted]
May 20, Revdex.comAlaska, Oregon & WesternWashington Complaint Department Re: Expedia Case #: O-*** Dear Revdex.com, Thank you for taking the time tocontact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to addressthe comments and concerns which have been brought to our attention Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia, Inc.is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] )regarding a rental car reservation, itinerary # [redacted] We understand that Mr [redacted] attemptedto add a car reservation to his itinerary and was unable to book the dates heneededOn May 20, we contacted the customer to acknowledge receipt oftheir Revdex.com complaintOur records indicate that on May 4,the customer attempted to add a car rental to a three day flight itinerarythrough a discount offered after booking his flights When he accessed the offer, the carreservation auto populated for only the first day of his trip, May14, 2015through May 15, and he was unable to change the return date due to a siteerror He called Expedia for assistanceand was not helped to his satisfaction and cancelled the car reservationExpediaregrets the service Mr [redacted] received was less than satisfactoryComments such as his are read by numerous people within Expedia and help shapeour policies and practices It is never Expedia's intent to inconvenienceour clients and it is disheartening when our clients feel we have not met thestandards to which we hold our organization and employees, as we attempt toprovide the most efficient, quality customer service available We wouldlike to assure the customer that his business is important to usAs a courtesy,we have provided the customer’s online Expedia account under Email: [redacted] @outlook.comAccount Number: [redacted] with a $Expedia Travel Coupon that can beredeemed toward the future purchase of an Expedia Special Rate Hotel, either asa standalone reservation or in a Vacation PackageThe coupon is valid for oneyear from the date of issue and is immediately accessible within his account.We hope he will allow us the opportunity to improve upon his experience in thefutureWe thank you for allowing us theopportunity to address the issues that were brought to our attention If you have any further questions or concernsregarding this matter, please feel free to contact us Sincerely, [redacted] ***Tier Customer Service
May 22, 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request Our records indicate that the customer does have many itineraries booked through Expedia.com and also has lodged many complaints that have resulted in travel coupons being awarded Her letter does not provide the itinerary she is referring to and we will need that information to determine which booking we are looking into and what resolution we might be able to offer her As our phone agent stated, our corporate team is a call out location so we cannot provide a number for her to contact us directly but if she will respond to this letter with the itinerary number, we will look into this matter right away We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because: Thank you MsDelia K*** for two of your statements (1) You have now grouped [redacted] with her Dad's tickets (IN your letter you state "The supervisor did contact Lufthansa and was advised they already divided the ticket for [redacted] on a new record locator [redacted] , with the same itinerary number [redacted] The new ticket is noted that [redacted] ***, the child is traveling with the adult [redacted] ***") (2) You did NOT change [redacted] ticket as requested (IN your letter you state "Additionally, the customer stated that [redacted] * [redacted] , needs to change the dates; however Expedia has not exchanged the tickets.") In a nutshell, you have now acknowledged in writing that the changes we wanted could have been done on March 14th for a change fee of $plus fare difference (which we were willing to pay on Mar 14th) Your agents failed to do both (1) and (2) above, on Friday March 11th and on MOnday Mar This is a clear violation of the contractExpedia broke the contract by not doing the permissible changes we wanted and Expedia needs to fix it I don't think Expedia understands the deeper consequences of their fault: As of now, all the three tickets are useless because of Expedia's failure to do the permissible changes we requested Please allow me to explain Let's wind back to March 14th: Since your agents failed to do (1) and (2) in a timely manner, I had to incur huge costs already This is a family emergencyAnd [redacted] had to leaveIf you had done both (1) and (2) on March 14th (or on March 12), our additional cost (excluding the original price of the three tickets would be $plus fare difference (when I checked Expedia's website for a flight, the fare difference was negative at -i.elesser fairIn fact, I bought another ticket on Lufthansa website for $on March 11th (THe cost of our tickets with Lufthansa is around $- SO, yes there was a fare drop as of Mar 14th)So, the total amount we would have paid to make the change is $(- 140) Expedia doing item (1) at a later time [grouping [redacted] with the dad] is useless : Since item (2) [advancing [redacted] ticket] was NOT done, there is no return companion for [redacted] This being a family emergency, [redacted] is already at the destination flying with a different airline and since [redacted] will NOT fly the forward trip on Lufthansa, Lufthansa will cancel her return ticket as wellConsequently, [redacted] can't travel on this ticket and therefore, the dad can't travel on this ticket either As of now, all the three tickets are useless because of Expedia's failure to do the permissible changes we requested Expedia is solely responsible for the consequencesLet me reiterate, because Expedia failed to do this permissble change, ALL TICKETS are useless By the way, your agents also claimed this: your system is a casystem and that I need to keep calling until this is completed i.ein case the call is dropped I would have to call again and another agent will handle it How come you are able to do item (1) without my calling? Did your agents misstate your policies? All costs that are above $(approx.) is clearly Expedia's responsibility We have already paid $(approx) for the other ticket SO, I now propose an additional fair solution in which our cost is only $- the cost that we would have incurred on March 12th or March 14th had Expedia kept its contractual terms to make the needed changes Solution 1) Expedia to convince Lufthansa not to cancel [redacted] return ticket for not flying the forward journey: (how can she fly the forward journey with Lufthansa since she is already there at the destination?)This way both [redacted] ticket and [redacted] ticket can be used fullyExpedia to reimburse us $- $= $ Net result is that Expedia would have corrected its failure and my cost would be the same that I would have incurred in March 14th Solution 2): Since Expedia failed to live up to the contractual needs to make permissible changes, Expedia cancels all tickets and refunds our money fully without any penaltyThe reason is this: Expedia FAILED to do the permissible changes that it finally acknowledges in writing that it can be done This fiasco is 100% the fault of Expedia Notice that we have always been willing to pay the change fee plus the fare difference Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: yes, I want a partial refund, please contact me once the hotel has processed my refund Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: it is not resolved yetMy email used to book the trip was [redacted] And the itinerary number is [redacted] Please let me know if anything else is neededSincerely, [redacted]
August 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationUpon receipt of the Revdex.com submission, we were able to verify on June 4, 2015, the customer attempted to book a flight reservationPlease accept our apologies in regards to the difficulties they may have encounteredWe regret any inconvenience that may have occurred and would like to assure Mr [redacted] that his business is important to usAs Expedia.com is an online travel website, we give the customer the capability to choose the dates, flights, and airlines of their choice though the actual cost of the airline ticket is charged by the carrier directly, not ExpediaThe Expedia website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the availability will changeThe change can occur at any time during the booking process; so it may appear that flights are available however at the time the credit card information is entered, the updates or changes would appearWe have given the matter our full consideration, however, as Expedia is not the merchant of record, we are unable to provide the refund requestedAgain, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
June 30, 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 [redacted] is requesting a refundJune 23, 2017, we received receipt of the Revdex.com complaint Our records reflect on June 7, 2017, the customer self-booked a flight reservationTravel was on Hahn Air operated by Peruvian Airlines, departing June 10, 2017, from Lima, Peru to Cusco, Peru; and returning on June 12, 2017, from Cusco, Peru to Lima, Peru, via itinerary number [redacted] The customer is stating that the airline canceled the flight; however the customer has not received the full refund Upon further researching this matter, we can confirm on June 13, 2017, the customer contacted Expedia advising that they received an email from the airline stating that the flight was canceledExpedia contacted the airline, they advised that the customer was marked as a no show and would not authorize the refund Expedia contacted Hahn Air again on behalf of the customer; they advised that they are reviewing the customer’s requestOnce the airline responds to Expedia, we will update the Revdex.com/customer regarding the refund request 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 providersEach airline has its own specific set of policies and procedures, as does each ticket purchased or package reservedHahn Air was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this reservationWe hope the customer understand we must abide by the terms and conditions set forth by travel providers such as Hahn Air 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
June 20, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] Please thank him for providing the requested information for refund considerationWe are pleased to confirm that we processed a refund request in the amount of $to his original form of paymentRefunds like this usually take 3-business days to post depending on how quickly the credit card company processes refundsWe regret any inconvenience related to 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
June 11, 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] We regret to hear Ms [redacted] did not accept our response and/or resolution offered As mentioned in our previous response, Expedia communicated with the hotel on behalf of the customer and a refund was not authorized by the hotel’s representativeExpedia 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 hope you understand we must adhere to the policies dictated by the hotel Upon further research we have verified that a notification of the hotel’s upcoming construction was not received by Expedia prior to the customer’s stayWhile we regret Ms [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, we are unable to honor her request for a refund We thank you for allowing us the opportunity to address the issues, brought to our attentionAs no new information has been provided about the issue, we respectfully request the Revdex.com close this case Sincerely, [redacted] Tier Customer Service
Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address Mr [redacted] concerns As previously advised, on March 1, 2017, Expedia was able to review the customer’s booking session that was made on February 1, During the booking path on our website, it was disclosed that the vendor may charge the customer for the liability insurance, which may be required in certain locationsThe rules and restrictions were provided to the customer before and after the booking was completed The emailed confirmation that was sent to the customer did also provide the customer with the information for the requirements for the vendor’s requirements for the insurance Expedia cannot issue the refund and request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
May 10, 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 Mr [redacted] is requesting a refund On April 18, we received the receipt of his Revdex.com complaint Our records reflect on February 5, 2016, the customer self-booked two reservations The first on was a package reservation for [redacted] and [redacted] , using Expedia.com Travel was on Spirit Airlines, departing on April 11, 2016, from Atlanta, Georgia to Cancun, Mexico; returning on April 14, 2016, from Cancun, Mexico to Atlanta, Georgia A hotel stay at The Grand Lifestyle at Grand Oasis Cancun-All Inclusive, chedate April 11, 2016, check-out date April 14, The second was a roundtrip ground transportation at the Cancun Mexico Airport, starting on April 11, The customer is stating due to an airline schedule change, his flight was canceled by the airline, and the customer has received his refund for the flight; however not for the hotel and shuttle From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers Upon further researching this matter, we can confirm on April 11, 2016, the customer contacted Expedia, advising that he needed to cancel the hotel and the shuttle due to airline schedule change Our agent contacted the hotel, however the hotel was closed Our agent, contacted the vendor for the shuttle, however was not able to speak to anyoneOur agent advised the customer, will need to contact him back once Expedia is able to contact both vendors, the customer understood On April 15, 2016, the customer contacted Expedia, inquiring about his refund Our agent advised the customer, Expedia is still waiting on authorizations from the vendorsThe customer, requested a supervisor Our agent transferred the customer to a supervisor; however the customer was no longer on the line The supervisor did contact the customer back; however the customer was not available On April 19, 2016, the customer sent an email to Expedia, inquiring about his refund and requesting a direct number to contact Expedia On that same day, Expedia replied to the customer advising him to contact our customer service department and provided the phone number In reviewing Mr***’s account, the customer did not purchase the travel protection for his itineraries On May 10, 2016, Expedia was able to confirm the hotel did not charge for the booking Expedia did contact the vendor for the shuttle service; they advised they marked the customer as a no show and will not authorize the refund Since the hotel has not charged for the hotel booking, Expedia will process a refund in the amount of $ As a one-time courtesy, due to the airline schedule change, Expedia will refund the shuttle in the amount of $ The timeframe for the refund will be to business days 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
.July 24, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com case ID [redacted] ) regarding a flight reservationOur records indicate on July 9, 2015, the customer self-booked a non-refundable flight reservation using the Expedia.com websiteOutbound travel was with [redacted] and return travel with [redacted] We understand from the complaint, the customer is requesting his request for the Best Price Guarantee be approvedUpon receipt of the Revdex.com submission, we have verified on July 9, 2015, the customer contacted Expedia via e-mail regarding the Best Price Guarantee Expedia programThe customer submitted his request, however Expedia replied to the customer stating his submission was deniedThe denial was based on the submitted price match was not for an identical flightThe screenshot provided was for a departure flight with [redacted] while the Expedia itinerary was with United AirlinesIn addition the flight times were differentThe customer may view the link http://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg so he may review the terms and conditions needed to qualifyTo qualify, according to the terms and conditions found on the Expedia website: • Must be "Apples to Apples" ComparisonThe Best Price Guarantee is available only for exact itinerary matches• Additionally for flight claims, the itineraries must have the same Cabin Class and Booking Code• The Cabin Class is First, Business, Premium Economy or Coach/Economy• The Booking Code is determined by the fare purchased and the airline rules associated, which will be indicated as a letter (L, Y, U, etc.)• For any stand-alone product booking (for example, a hotel room or an airline ticket), the comparison must be to the same product purchased stand-alone through another website (i.e., not part of a hotel + air travel package)We have given the matter our full consideration, however, due to the terms and conditions of the Best Price Guarantee not being met, Expedia is unable to provide the refund requestedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
September 18, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] for [redacted] (Revdex.com case number [redacted] ) regarding a flight refund request Our records reflect on September 24, the customer accessed Expedia.com and booked a round trip flight departing on December 10, from Orlando, Florida to Belo Horizonte, Brazil, returning on April 29, aboard Azul Airlines Azul Airlines had a schedule change that cancelled the return flight and the offered re-accommodation, leaving from Sao Paulo, Brazil was not acceptable to the customerShe has asked to be refunded for the return portion of her flight Expedia serves only as a third party booking intermediary As Azul Airlines was the merchant of record, the party that debited the customer’s credit card, they would be responsible for the refund of the fare We have communicated with the airline on previous occasions and regret to hear that the refund was not processed On September 19, Expedia spoke to Azul Airlines who stated they had the customer listed as a “no-show” for the flight rather than as not accepting the alternate flight offered They have agreed that they will change the status and a refund of the return leg of the trip will be processed Expedia will be sending follow up confirmation information to Azul on September 20, on behalf of the customer The refund will be made to the customer’s original form of payment and the airline refund timeline can be up to two billing cycles 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
July 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refund On June 25, 2016, we received receipt of the Revdex.com complaint Our records reflect on February 29, 2016, the customer self-booked a flight reservation using Expedia.com Travel was on Air Canada being operated by United Airlines and LOT-Polish Airlines, departing March 31, 2016, from New Orleans, Louisiana to Moscow, Russia; returning on April 30, 2016, from Moscow, Russia to New Orleans, LouisianaThe customer also purchased the Expedia Stress Free & Trade Flight Protection Itinerary Number: [redacted] The customer is stating they contacted Expedia needing to change the return date; however, the customer was not able to change the date for the flight The customer is stating, they had to purchase two new flights for the return flight Upon further researching this matter, we can confirm on April 27, 2016, the customer contacted Expedia, needing to change the return dateExpedia advised the customer of the total add collect for the change; however the customer declined In reviewing the customer’s account, the outbound flight was used and the return flight is open Expedia can confirm the ticket was not exchanged and found no charges to the customer Upon further review, the return flight does not have any remaining value with Air Canada Based on the policy with Air Canada the ticket is nonrefundable The customer did purchase the Expedia Stress Free & Trade Flight Protection and on the customers itinerary it does provide the terms and conditions, which state: Pre-Departure Trip Cancellation We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Expedia, Inc., if you are prevented from taking your Covered Trip due to your, an Immediate Family Member's, Traveling Companion's, or Business Partner's Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip Post-Departure Trip Interruption We will pay a Post-Departure Trip Interruption Benefit, up to the amount in the Schedule, if due to your, an Immediate Family Member, Traveling Companion, or Business Partner's Sickness, Injury or death or Other Covered Events as defined: 1) your arrival on your Covered Trip is delayed; 2) you are unable to continue on your Covered Trip after you have departed on your Covered Trip The customer must contact Aon Affinity at 1-800-954-and file a claim for the refund request on return flight On May 18, and May 24, 2016, the customer self-booked two one-way flightsThe first reservation travel was on Turkish Airlines, departing June 6, 2016, from Moscow, Russia to Chicago, IllinoisAlso included is the Expedia Stress Free & Trade Flight ProtectionItinerary Number [redacted] The second reservation was on United Airlines, departing June 6, 2016, from Chicago, Illinois to New Orleans, Louisiana Also included is the Expedia Stress Free & Trade Flight ProtectionItinerary Number: [redacted] Expedia can confirm the customer used both one-way flights 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 Air Canada, United Airlines and Turkish Airlines were the operating carriers and merchant of record (the entity that received your funds and the company charging the customer’s credit card)We hope the customer understands Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention 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 Department Re: Expedia for TD Case #: [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address [redacted] ’s concerns As previously advised, on April 19, 2017, during the booking and checkout path on our website, it was disclosed the fees for baggageThe information was provided to the customer on the itinerary confirmation; which states: pieces 23kg/50lbIf the customer’s baggage weight was more than the requirement the airline would impose a fee Expedia for TD has viewed the current baggage fees with the airline as well as our site and the baggage fees are reflecting as the same as above Based on the above, Expedia for TD is unable to honor the request for the refund or compensationExpedia for TD request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] First my complaint was not only regarding the temperature of the roomBut yes they did not provide any air condition, no matter what timeAnd all other hotels in Italy provided air condition at the customers wants, not the hotelsAnd when you are booking a four star hotel one you do not expect to not have air condition, in degree weatherAnd second Expedia, when booking does not advertise or inform you that you would not be provided air condition, With older parents, and one who has a heart condition, had a quadruple by -Passwe would not stay or spend $a night per room for no air condition Also Expeida's pictures and rating, was way off, the rooms were dirty, grimy and old, musty with wall paper peeling off the walls and purple velvet couches with cigarette burns Also they say they do not provide air condition, so than you have to sleep with your window open, which they put us over the garbage alleyway on the 2nd floor, where they collected and stored the garbage and where all deliveries, were madeThe garbage pick up and deliveries started at 5:30am and woke us all up at that time Than we called times to get Expedia's assistance, either they said they would look into it and call us back within minutes and did not Or they told us a supervisor would call us backor could not understand what we were speaking, which was EnglishThan they said the system was down and there was nothing they could doWe called all night to 2am in the morning and than stated at 6am to get assistance and got the same excuse, their system was down We had to check out and was left in the street for two hours with no where to go If you also look at Yelp, this is the complaint of many, their customer serviceI am sure it is not the first Revdex.com complaint they have receivedI will not accept an apology or a trip voucher from them for all the extra expenses they caused us, the loss of a day and a half in Rome and the distress of two year old parents We have pictures and video to back up this complaint and we also were four people, to back up this complaintIf you review our entire trip, through Expedia, we did not have this issue any of the issues, we are stating in any of the other four hotels we had bookedWhich all provided air condition and clean four star service This clearly was a bait and switch and was also the worst customer service, I have ever experienced in any travels [redacted]
October 11, Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding anissue from our customer We appreciatethe Revdex.com allowing us to address the comments and concerns which have beenbrought to our attention Expedia, Inc.is disheartened the customer felt their concerns were not resolved adequatelyby our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is requesting arefund due to the hotel she was booked into being unable to accommodate herpets for the entire stayOn October 11, we attempted to contact the customerto acknowledge receipt of their Revdex.com complaintOur records indicate on May 3, the customer contacted Expedia.comfor an agent’s assistance in booking a reservation at the [redacted] , Cherokee North Carolina, to arrive onSeptember 30, and checking out October 4, The customer reports requesting a petfriendly property The hotel has only alimited number of pet friendly rooms and they must be requested in advance bythe customer, per their information posted on Expedia.com The pet needs were not confirmed with thehotel and the customer was able to stay only two of the four nights booked, asthe hotel did not have a pet friendly room available for all four nights The hotel would agree to a refund of only onenight, which was refunded previously Expedia regrets the inconvenience this matter caused our customer As a courtesy, on October 11, Expediaprocessed a refund in the amount of $to compensate for the second nightthe customer was not able to stay at the [redacted] We thank you for allowing us the opportunity to address the issues thatwere brought to our attention If youhave any further questions or concerns regarding this matter, please feel freeto contact us Sincerely, Roseanne G***Tier 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 meMy bank as well has been informed of the information stated aboveThanks for your time and concerned efforts.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: since I have already had to travel without this issue being resolved ahead of time, I would like Expedia to pay the difference between the hotel I booked with them ( [redacted] ) and the new hotel I had to book ( [redacted] ***) in addition to the cost of the rental cars necessary to travel back and forth to the downtown area.Sincerely, [redacted]
May 20, Revdex.comAlaska, Oregon & WesternWashington Complaint Department Re: Expedia Case #: O-*** Dear Revdex.com, Thank you for taking the time tocontact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to addressthe comments and concerns which have been brought to our attention Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia, Inc.is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] )regarding a rental car reservation, itinerary # [redacted] We understand that Mr [redacted] attemptedto add a car reservation to his itinerary and was unable to book the dates heneededOn May 20, we contacted the customer to acknowledge receipt oftheir Revdex.com complaintOur records indicate that on May 4,the customer attempted to add a car rental to a three day flight itinerarythrough a discount offered after booking his flights When he accessed the offer, the carreservation auto populated for only the first day of his trip, May14, 2015through May 15, and he was unable to change the return date due to a siteerror He called Expedia for assistanceand was not helped to his satisfaction and cancelled the car reservationExpediaregrets the service Mr [redacted] received was less than satisfactoryComments such as his are read by numerous people within Expedia and help shapeour policies and practices It is never Expedia's intent to inconvenienceour clients and it is disheartening when our clients feel we have not met thestandards to which we hold our organization and employees, as we attempt toprovide the most efficient, quality customer service available We wouldlike to assure the customer that his business is important to usAs a courtesy,we have provided the customer’s online Expedia account under Email: [redacted] @outlook.comAccount Number: [redacted] with a $Expedia Travel Coupon that can beredeemed toward the future purchase of an Expedia Special Rate Hotel, either asa standalone reservation or in a Vacation PackageThe coupon is valid for oneyear from the date of issue and is immediately accessible within his account.We hope he will allow us the opportunity to improve upon his experience in thefutureWe thank you for allowing us theopportunity to address the issues that were brought to our attention If you have any further questions or concernsregarding this matter, please feel free to contact us Sincerely, [redacted] ***Tier Customer Service
May 22, 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request Our records indicate that the customer does have many itineraries booked through Expedia.com and also has lodged many complaints that have resulted in travel coupons being awarded Her letter does not provide the itinerary she is referring to and we will need that information to determine which booking we are looking into and what resolution we might be able to offer her As our phone agent stated, our corporate team is a call out location so we cannot provide a number for her to contact us directly but if she will respond to this letter with the itinerary number, we will look into this matter right away We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because: Thank you MsDelia K*** for two of your statements (1) You have now grouped [redacted] with her Dad's tickets (IN your letter you state "The supervisor did contact Lufthansa and was advised they already divided the ticket for [redacted] on a new record locator [redacted] , with the same itinerary number [redacted] The new ticket is noted that [redacted] ***, the child is traveling with the adult [redacted] ***") (2) You did NOT change [redacted] ticket as requested (IN your letter you state "Additionally, the customer stated that [redacted] * [redacted] , needs to change the dates; however Expedia has not exchanged the tickets.") In a nutshell, you have now acknowledged in writing that the changes we wanted could have been done on March 14th for a change fee of $plus fare difference (which we were willing to pay on Mar 14th) Your agents failed to do both (1) and (2) above, on Friday March 11th and on MOnday Mar This is a clear violation of the contractExpedia broke the contract by not doing the permissible changes we wanted and Expedia needs to fix it I don't think Expedia understands the deeper consequences of their fault: As of now, all the three tickets are useless because of Expedia's failure to do the permissible changes we requested Please allow me to explain Let's wind back to March 14th: Since your agents failed to do (1) and (2) in a timely manner, I had to incur huge costs already This is a family emergencyAnd [redacted] had to leaveIf you had done both (1) and (2) on March 14th (or on March 12), our additional cost (excluding the original price of the three tickets would be $plus fare difference (when I checked Expedia's website for a flight, the fare difference was negative at -i.elesser fairIn fact, I bought another ticket on Lufthansa website for $on March 11th (THe cost of our tickets with Lufthansa is around $- SO, yes there was a fare drop as of Mar 14th)So, the total amount we would have paid to make the change is $(- 140) Expedia doing item (1) at a later time [grouping [redacted] with the dad] is useless : Since item (2) [advancing [redacted] ticket] was NOT done, there is no return companion for [redacted] This being a family emergency, [redacted] is already at the destination flying with a different airline and since [redacted] will NOT fly the forward trip on Lufthansa, Lufthansa will cancel her return ticket as wellConsequently, [redacted] can't travel on this ticket and therefore, the dad can't travel on this ticket either As of now, all the three tickets are useless because of Expedia's failure to do the permissible changes we requested Expedia is solely responsible for the consequencesLet me reiterate, because Expedia failed to do this permissble change, ALL TICKETS are useless By the way, your agents also claimed this: your system is a casystem and that I need to keep calling until this is completed i.ein case the call is dropped I would have to call again and another agent will handle it How come you are able to do item (1) without my calling? Did your agents misstate your policies? All costs that are above $(approx.) is clearly Expedia's responsibility We have already paid $(approx) for the other ticket SO, I now propose an additional fair solution in which our cost is only $- the cost that we would have incurred on March 12th or March 14th had Expedia kept its contractual terms to make the needed changes Solution 1) Expedia to convince Lufthansa not to cancel [redacted] return ticket for not flying the forward journey: (how can she fly the forward journey with Lufthansa since she is already there at the destination?)This way both [redacted] ticket and [redacted] ticket can be used fullyExpedia to reimburse us $- $= $ Net result is that Expedia would have corrected its failure and my cost would be the same that I would have incurred in March 14th Solution 2): Since Expedia failed to live up to the contractual needs to make permissible changes, Expedia cancels all tickets and refunds our money fully without any penaltyThe reason is this: Expedia FAILED to do the permissible changes that it finally acknowledges in writing that it can be done This fiasco is 100% the fault of Expedia Notice that we have always been willing to pay the change fee plus the fare difference Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: yes, I want a partial refund, please contact me once the hotel has processed my refund Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: it is not resolved yetMy email used to book the trip was [redacted] And the itinerary number is [redacted] Please let me know if anything else is neededSincerely, [redacted]
August 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationUpon receipt of the Revdex.com submission, we were able to verify on June 4, 2015, the customer attempted to book a flight reservationPlease accept our apologies in regards to the difficulties they may have encounteredWe regret any inconvenience that may have occurred and would like to assure Mr [redacted] that his business is important to usAs Expedia.com is an online travel website, we give the customer the capability to choose the dates, flights, and airlines of their choice though the actual cost of the airline ticket is charged by the carrier directly, not ExpediaThe Expedia website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the availability will changeThe change can occur at any time during the booking process; so it may appear that flights are available however at the time the credit card information is entered, the updates or changes would appearWe have given the matter our full consideration, however, as Expedia is not the merchant of record, we are unable to provide the refund requestedAgain, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
June 30, 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 [redacted] is requesting a refundJune 23, 2017, we received receipt of the Revdex.com complaint Our records reflect on June 7, 2017, the customer self-booked a flight reservationTravel was on Hahn Air operated by Peruvian Airlines, departing June 10, 2017, from Lima, Peru to Cusco, Peru; and returning on June 12, 2017, from Cusco, Peru to Lima, Peru, via itinerary number [redacted] The customer is stating that the airline canceled the flight; however the customer has not received the full refund Upon further researching this matter, we can confirm on June 13, 2017, the customer contacted Expedia advising that they received an email from the airline stating that the flight was canceledExpedia contacted the airline, they advised that the customer was marked as a no show and would not authorize the refund Expedia contacted Hahn Air again on behalf of the customer; they advised that they are reviewing the customer’s requestOnce the airline responds to Expedia, we will update the Revdex.com/customer regarding the refund request 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 providersEach airline has its own specific set of policies and procedures, as does each ticket purchased or package reservedHahn Air was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this reservationWe hope the customer understand we must abide by the terms and conditions set forth by travel providers such as Hahn Air 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
June 20, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] Please thank him for providing the requested information for refund considerationWe are pleased to confirm that we processed a refund request in the amount of $to his original form of paymentRefunds like this usually take 3-business days to post depending on how quickly the credit card company processes refundsWe regret any inconvenience related to 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
June 11, 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] We regret to hear Ms [redacted] did not accept our response and/or resolution offered As mentioned in our previous response, Expedia communicated with the hotel on behalf of the customer and a refund was not authorized by the hotel’s representativeExpedia 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 hope you understand we must adhere to the policies dictated by the hotel Upon further research we have verified that a notification of the hotel’s upcoming construction was not received by Expedia prior to the customer’s stayWhile we regret Ms [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, we are unable to honor her request for a refund We thank you for allowing us the opportunity to address the issues, brought to our attentionAs no new information has been provided about the issue, we respectfully request the Revdex.com close this case Sincerely, [redacted] Tier Customer Service
Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address Mr [redacted] concerns As previously advised, on March 1, 2017, Expedia was able to review the customer’s booking session that was made on February 1, During the booking path on our website, it was disclosed that the vendor may charge the customer for the liability insurance, which may be required in certain locationsThe rules and restrictions were provided to the customer before and after the booking was completed The emailed confirmation that was sent to the customer did also provide the customer with the information for the requirements for the vendor’s requirements for the insurance Expedia cannot issue the refund and request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
May 10, 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 Mr [redacted] is requesting a refund On April 18, we received the receipt of his Revdex.com complaint Our records reflect on February 5, 2016, the customer self-booked two reservations The first on was a package reservation for [redacted] and [redacted] , using Expedia.com Travel was on Spirit Airlines, departing on April 11, 2016, from Atlanta, Georgia to Cancun, Mexico; returning on April 14, 2016, from Cancun, Mexico to Atlanta, Georgia A hotel stay at The Grand Lifestyle at Grand Oasis Cancun-All Inclusive, chedate April 11, 2016, check-out date April 14, The second was a roundtrip ground transportation at the Cancun Mexico Airport, starting on April 11, The customer is stating due to an airline schedule change, his flight was canceled by the airline, and the customer has received his refund for the flight; however not for the hotel and shuttle From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers Upon further researching this matter, we can confirm on April 11, 2016, the customer contacted Expedia, advising that he needed to cancel the hotel and the shuttle due to airline schedule change Our agent contacted the hotel, however the hotel was closed Our agent, contacted the vendor for the shuttle, however was not able to speak to anyoneOur agent advised the customer, will need to contact him back once Expedia is able to contact both vendors, the customer understood On April 15, 2016, the customer contacted Expedia, inquiring about his refund Our agent advised the customer, Expedia is still waiting on authorizations from the vendorsThe customer, requested a supervisor Our agent transferred the customer to a supervisor; however the customer was no longer on the line The supervisor did contact the customer back; however the customer was not available On April 19, 2016, the customer sent an email to Expedia, inquiring about his refund and requesting a direct number to contact Expedia On that same day, Expedia replied to the customer advising him to contact our customer service department and provided the phone number In reviewing Mr***’s account, the customer did not purchase the travel protection for his itineraries On May 10, 2016, Expedia was able to confirm the hotel did not charge for the booking Expedia did contact the vendor for the shuttle service; they advised they marked the customer as a no show and will not authorize the refund Since the hotel has not charged for the hotel booking, Expedia will process a refund in the amount of $ As a one-time courtesy, due to the airline schedule change, Expedia will refund the shuttle in the amount of $ The timeframe for the refund will be to business days 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