Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
February 26, 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 Mr [redacted] We regret to hear he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com case ID # [redacted] ) regarding activity reservationsOn February 26, 2016, Expedia processed a refund in the amount of $back to the customer’s original form of paymentWe 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, Lisa S [redacted] Tier Customer Service
November 21, 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 [redacted] ***We regret to hear Mr [redacted] did not accept our response In his rebuttal, Mr [redacted] states that he was to have a Mercedes Benz or similar as his vehicle of choice, but he was forced to pay $per day for an upgradeHe is requesting $as reimbursement After revisiting this issue, we discovered that there may have been a misunderstanding regarding the category listed on our websiteWe contacted the [redacted] again on October 21, The information that we received let us to reconsider our initial responseAs such, we have processed a refund of $to the original form of paymentWe apologize for any inconvenience that Mr [redacted] may have encounteredRefunds like this usually take between 3-business days to post 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
February 15, 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a request for a refund Regrettably, with the information provided, Expedia is unable to locate any itinerary that matches the complaint If Mr [redacted] would like to supply the Expedia Itinerary number(s) involved with this issue, and the email used to make his bookings, we will be happy to research this matter fully and respond with our findings 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
July 10, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the RevDex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on April 5, 2015, Ms [redacted] self-booked a flight reservation with travel insurance using Expedia’s website, itinerary [redacted] Within hours of booking Ms [redacted] voided her flightsWe understand she is requesting a refund of the travel insurance, as it could not be utilized due to the flight reservation being cancelled We strive to provide the highest level of customer service, and we’re sorry that Ms [redacted] recent experience did not live up to that expectationWe regret to hear our customer service department was unable to issue a refund of her insurance in a timely manner A refund in the amount of $was issued on July 10, 2015, back to the original form of paymentThe time it takes a refund to post to Ms [redacted] account depends on how quickly her credit card company processes refunds, generally within 3-business days We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
June 16, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have never acknowledged that the flights were not booked as stated in Expedias response and would like to hear or see the proof of this acknowledgement If no proof is given I will take the steps needed to refund the $ Sincerely, [redacted] ***
Re: Expedia Case: [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.March 29, 2016, [redacted] booked a one-way flight from Philadelphia, Pennsylvania to Chongging, China departing on May 28, 2016, and arriving on May 29, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative.We understand from Ms***’s complaint that she arrived at the airport in Philadelphia, she was informed that she would not be able to travel to Canada without a Canadian VisaMr [redacted] says this information should have been provided by ExpediaShe is requesting a refund of $from Expedia for causing her to purchase a new ticketExpedia is not able to discuss what identification or documents are needed for travel because of how frequently the requirements changeIt is the traveler’s responsibility to keep up to date on those changesIn providing this information Expedia has met our obligation to prepare those passengers who book on our websiteWhen acting as their own travel agent it is important that travelers confirm this information by checking the website, contacting us or the airline directly in order to insure all requirements are meet on their end.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,Marlon J [redacted] Tier Customer Service
July 10, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the RevDex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on March 20, 2015, Mr [redacted] self-booked a flight reservation for three travelers using Expedia’s website, itinerary [redacted] Travel is with [redacted] from San Francisco, CA to Dhaka, Bangladesh, departing on June 12, 2015, and returning on July 24, We understand Mr [redacted] is requesting that his return tickets are exchanged, and in addition, he states that Expedia did not make the airline imposed rules and restrictions associated with his reservation clear at the time of booking By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details are correctThey also agree that they have read and accept the applicable Rules and Restrictions, the Terms of Use and the Privacy Policy We have verified that at the time of booking Mr [redacted] agreed to the following airline imposed rules and restrictions: CHANGES: ANY TIME: CHARGE USD FOR REISSUE/REVALIDATION AFTER DEPARTURE- THE ITINERARY MUST BE RE-PRICED USING HISTORICAL FARES IN EFFECT ON THE ORIGINAL TICKETING DATETHE NEW ITINERARY MUST MEET ALL THE RULE PROVISIONS OF THE NEWLY TICKETED FARES SUCH THAT THE RECALCULATED FARE COULD HAVE BEEN USED FOR THE NEW ITINERARY IF PURCHASED ON THE ORIGINAL TICKET ISSUE DATE NEW FARE MAY BE EQUAL OR HIGHERWHEN THE NEW ITINERARY RESULTS IN A HIGHER FARE THE DIFFERENCE WILL BE COLLECTED AND THE CHANGE FEE WILL BE APPLIED CANCELLATIONS: TICKET IS NON-REFUNDABLE IN CASE OF CANCEL 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 [redacted] is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) While we regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, we hope he understands Expedia must adhere to the policies dictated by the airlines We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
.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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
February 26, 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 Mr [redacted] We regret to hear he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com case ID # [redacted] ) regarding activity reservationsOn February 26, 2016, Expedia processed a refund in the amount of $back to the customer’s original form of paymentWe 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, Lisa S [redacted] Tier Customer Service
November 21, 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 [redacted] ***We regret to hear Mr [redacted] did not accept our response In his rebuttal, Mr [redacted] states that he was to have a Mercedes Benz or similar as his vehicle of choice, but he was forced to pay $per day for an upgradeHe is requesting $as reimbursement After revisiting this issue, we discovered that there may have been a misunderstanding regarding the category listed on our websiteWe contacted the [redacted] again on October 21, The information that we received let us to reconsider our initial responseAs such, we have processed a refund of $to the original form of paymentWe apologize for any inconvenience that Mr [redacted] may have encounteredRefunds like this usually take between 3-business days to post 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
February 15, 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a request for a refund Regrettably, with the information provided, Expedia is unable to locate any itinerary that matches the complaint If Mr [redacted] would like to supply the Expedia Itinerary number(s) involved with this issue, and the email used to make his bookings, we will be happy to research this matter fully and respond with our findings 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
July 10, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the RevDex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on April 5, 2015, Ms [redacted] self-booked a flight reservation with travel insurance using Expedia’s website, itinerary [redacted] Within hours of booking Ms [redacted] voided her flightsWe understand she is requesting a refund of the travel insurance, as it could not be utilized due to the flight reservation being cancelled We strive to provide the highest level of customer service, and we’re sorry that Ms [redacted] recent experience did not live up to that expectationWe regret to hear our customer service department was unable to issue a refund of her insurance in a timely manner A refund in the amount of $was issued on July 10, 2015, back to the original form of paymentThe time it takes a refund to post to Ms [redacted] account depends on how quickly her credit card company processes refunds, generally within 3-business days We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***
June 16, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have never acknowledged that the flights were not booked as stated in Expedias response and would like to hear or see the proof of this acknowledgement If no proof is given I will take the steps needed to refund the $ Sincerely, [redacted] ***
Re: Expedia Case: [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.March 29, 2016, [redacted] booked a one-way flight from Philadelphia, Pennsylvania to Chongging, China departing on May 28, 2016, and arriving on May 29, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative.We understand from Ms***’s complaint that she arrived at the airport in Philadelphia, she was informed that she would not be able to travel to Canada without a Canadian VisaMr [redacted] says this information should have been provided by ExpediaShe is requesting a refund of $from Expedia for causing her to purchase a new ticketExpedia is not able to discuss what identification or documents are needed for travel because of how frequently the requirements changeIt is the traveler’s responsibility to keep up to date on those changesIn providing this information Expedia has met our obligation to prepare those passengers who book on our websiteWhen acting as their own travel agent it is important that travelers confirm this information by checking the website, contacting us or the airline directly in order to insure all requirements are meet on their end.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,Marlon J [redacted] Tier Customer Service
July 10, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the RevDex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on March 20, 2015, Mr [redacted] self-booked a flight reservation for three travelers using Expedia’s website, itinerary [redacted] Travel is with [redacted] from San Francisco, CA to Dhaka, Bangladesh, departing on June 12, 2015, and returning on July 24, We understand Mr [redacted] is requesting that his return tickets are exchanged, and in addition, he states that Expedia did not make the airline imposed rules and restrictions associated with his reservation clear at the time of booking By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details are correctThey also agree that they have read and accept the applicable Rules and Restrictions, the Terms of Use and the Privacy Policy We have verified that at the time of booking Mr [redacted] agreed to the following airline imposed rules and restrictions: CHANGES: ANY TIME: CHARGE USD FOR REISSUE/REVALIDATION AFTER DEPARTURE- THE ITINERARY MUST BE RE-PRICED USING HISTORICAL FARES IN EFFECT ON THE ORIGINAL TICKETING DATETHE NEW ITINERARY MUST MEET ALL THE RULE PROVISIONS OF THE NEWLY TICKETED FARES SUCH THAT THE RECALCULATED FARE COULD HAVE BEEN USED FOR THE NEW ITINERARY IF PURCHASED ON THE ORIGINAL TICKET ISSUE DATE NEW FARE MAY BE EQUAL OR HIGHERWHEN THE NEW ITINERARY RESULTS IN A HIGHER FARE THE DIFFERENCE WILL BE COLLECTED AND THE CHANGE FEE WILL BE APPLIED CANCELLATIONS: TICKET IS NON-REFUNDABLE IN CASE OF CANCEL 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 [redacted] is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) While we regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, we hope he understands Expedia must adhere to the policies dictated by the airlines We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
.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