Complaint: [redacted] I am rejecting this response because: The response did nothing to resolve my complaintHas the business checked to see if the check has been received? How long does it take to receive "said' check? My next step will be to take the matter up with the state Attorney General or take it to the media for resolution.Sincerely, [redacted] ***
April 29, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] has experienced some difficulty receiving the assistance needed in redeeming a $travel coupon towards her future reservation On April 27, 2015, we contacted Ms [redacted] to acknowledge receipt of her Revdex.com complaintOur records indicate On April 14, 2015, the customer booked a hotel reservation with the [redacted] on Expedia.com, checking in on April 30, and checking out on May 2, The total cost of the booking was $ Ms [redacted] self-canceled the reservation on April 14, and refunded in full Ms [redacted] is requesting Expedia to cover the cost of her hotel stay When utilizing Expedia as your travel arranger, the expectation is the customer will have an excellent experience Moreover, it is never our intention to inconvenience the customer when instances occur that cause our customer to feel that we have not met the standards to which we hold our organizations and employees We can confirm Ms [redacted] contacted us on April 14, for help redeeming her coupon towards the booking We can also verify the customer was experiencing some difficulty based on the three itineraries that were saved for the same location During the call, our customer service representative informed the customer the coupon was expired; a request to escalate the call to a supervisor was made, however, the call was not completedIn researching further, on July 20, Ms [redacted] was issued a $Expedia Travel Coupon We have determined the coupon was not activated at the time that it was issued The coupon is now active and available for immediate use The coupon will expire on May 31, To review the details Terms and Conditions of Use for the coupon, please copy/paste the following url to a web browser:http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp We apologize for any inconvenience the customer encountered while resolving this matter As the customer was issued a refund for this reservation, we are unable to provide any additional compensation for this matter The feedback the customer has provided will be helpful in looking at our customer service and gauging customer satisfaction For your assurance, we are forwarding this to the appropriate department for review in our continuous effort to provide better service to our customers We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] ***Tier Customer Service
May 28, 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 Better Business Bureau 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 his flight reservations Our records indicate that on May 2, 2015, the customer self-booked two flight reservations using Expedia’s website; itineraries [redacted] and [redacted] Travel on [redacted] was with [redacted] from New York, NY to Kilimanjaro, Tanzania, departing on May 28, Travel on [redacted] was with [redacted] from Kilimanjaro, Tanzania to San Francisco, CA on August 3, We understand the customer is requesting confirmation of his itinerary [redacted] and a refund for itinerary [redacted] , cancelled due to an airline initiated schedule change Only the airlines can make changes to flights and these changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues We have verified Expedia communicated with the customer several times regarding the schedule change affecting itinerary [redacted] As no acceptable alternative options were provided by the airline, the customer agreed to receive a full refund of his ticketA refund in the amount of $was processed on May 13, 2015; in addition, the remaining amount of $(collected as a refund penalty by the airline) was also refunded, on May 28, The time it takes to post to the customer’s account depends on how quickly his credit card company processes refunds 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] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) for itinerary [redacted] We hope you understand we must adhere to the policies dictated by the airlines In respect to itinerary [redacted] , we do not see any schedule changes affecting this bookingOur records show that as of today, the customer had flown the first two segments on the ticket and had checked in for the last one We regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience causedExpedia welcomes customer feedback in our ongoing effort to improve upon the customer experience We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service
October 13, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the refund request Our records show on May 16, 2015, Mr [redacted] self-booked an Expedia.com flight reservation via booking number [redacted] , with a travel date as August 23, in the amount of $We understand from Mr [redacted] complaint, he called to cancel his flight and was never advised of the change feeThe customer also stated after trying to rebook his flight, the rebooking fee was more than the value of his original ticketThe customer is requesting a refund of the amount paid for his flight reservation due to thelack of information received at the time of cancelationUpon researching the customer’s complaint, we can confirm Mr [redacted] brought this matter to our attention on October 2, The customer was advised based on the airline’s cancelation and change policies, his flight ticket had no value due to a higher amount of the change feeExpedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the change and cancelation policies of that particular vendorExpedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provideselection details on several pages for the customer to review Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a one-time courtesy, a $refund has been processed back to the original form of paymentAs a refund has been given and the issue has been resolved to Mr [redacted] desired outcome, Expedia considers this matter closedWe 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 usSincerely,Angel A [redacted] Tier Customer Service
May 9, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting a refundOn May 1, 2017, we received receipt of the Revdex.com complaint Our records reflect on February 9, 2017, the customer or an authorized user of the account, self-booked on our website a package reservationThe reservation includes a hotel stay for the Embassy Suites by Hilton Waikiki Beach Walk with a chedate July 22, 2017, and a check-out date of July 29, and a car rental with Hertz, via itinerary number [redacted] The customer is stating they submitted a Best Price Guarantee claim; however they were not refunded for the price difference Upon further researching this matter, we can confirm on April 25, 2017, the customer submitted a Best Price Guarantee claim In reviewing the attachment that was sent for the claim on April 25, 2017, the screenshot reflects the hotel for the Hyatt Place Waikiki; which is a different hotel that was originally bookedAdditionally the original reservation was a package reservation and not a stand-alone reservation The Terms and Conditions for the Best Price Guarantee Promotion states as follows Must be "Apples to Apples" Comparison The Best Price Guarantee is available only for exact itinerary matchesFor example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com 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) For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser – https://www.expedia.com/p/info-other/guarantees The reservation is active for travel on July 22, 2017, based on the hotel policy the reservation is nonrefundable and for the car rentalCancellations can be made prior to the pidate, and no refunds will be issued on unused rental days We hope the customer understand 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 Sincerely, Delia K [redacted] Corporate Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] Although I still believe that it was Expedia's responsibility to ensure that the fees advertised were accurately disclosed, I find that this resolution is satisfactory to meSincerely, [redacted]
June 22, 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 Ms [redacted] (Revdex.com case ID # [redacted] ) regarding a flight reservationUpon receipt of the Revdex.com submission, we have verified this issue was resolved on June 3, The customer agreed to a $Travel Coupon which was provided to Ms [redacted] accountWe apologize for any inconvenience this delay may have causedWe 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
February 17, 2018Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.Calls are monitored for quality control, however not every call is captured by our systemAlso we have previously offered to compensate you for the $cancel fee changed by the airlines, based on the type of ticket you purchased changes can only be made by the airlines directly, Expedia is not the merchant of record (the entity that received the funds and the company that charged the credit card) any refunds would come from Spirit.Spirit also advised you could visit their website to request a name correction @ www.spirit.com/help and completing the form on the site, the airlines did not indicate if there would be a fee for the name correction but they did advise a respond would be received hours after the request was submitted.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 usSincerely,Kiki R***Corporate Customer Service
April 12, 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 Mrs [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation that was not honored Our records reflect on February 8, Ms [redacted] accessed Expedia.com and self-booked itinerary # [redacted] for a hotel collect reservation for a one night at the [redacted] ***, Port Canaveral – Cocoa Beach Florida to check in April and checking out April 2, An electronic fax is automatically transferred to the vendor upon completion of an online booking Expedia regrets that the customer was not provided a room and the inconvenience she and her family experienced Expedia acts only as a third party booking intermediary for travel vendors, who are independent contractors Expedia makes every effort to ensure our customer’s reservations are honored by the vendors, however we do have information on our website always encouraging our customers to confirm their reservation with the vendor before leaving on their trip, as a precaution This allows time to contact Expedia if a vendor has overbooked or otherwise cannot meet the reservation We are sorry that our customer had this experience and that we were unable to locate any available rooms in the area for them As a courtesy, we have provided Ms***’ online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within your accountBy accessing her account and using the live link associated with the coupon, Ms [redacted] will find the terms of use for the coupon and the expiration date We hope she will allow us the opportunity to improve upon her experience in the future 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
penalty amount December 7, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia, Incis responding to the consumer complaint from [redacted] *** (Revdex.com case number [redacted] ) regarding a refund request We understand [redacted] is requesting a refund of the one night penalty fee charged by the hotel for cancellation of the itineraryOn December 7, we contacted the customer to acknowledge receipt of their Revdex.com complaint.Our records indicate on September 22, the customer accessed Expedia.com and reserved a reservation at the Customer Inn and Suites in Paramus, New Jersey to arrive on November 21, and checking out November 28, The booking was a “hotel collect” reservation and the hotel’s stated terms and conditions,which the customer agreed to, were:Cancellation and Change Policy: Non Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, the hotel will not return your booking amount.Cancellations or changes are subject to a hotel fee equal to 100% of the total amount paid for the reservation.On November 15, the customer contacted Expedia and asked to have the itinerary cancelled The customer states the hotel authorized cancellation with no penalty In speaking with the hotel manager on December 7, he shows no notes stating the hotel would not charge the customer and feels they were fair in that they did only charge the first night of the reservation at $142.60, rather than enforcing their terms and charging the entire $ The hotel is not willing to refund the penalty amount As a one-time courtesy, on December 7, Expedia processed a credit in the amount of $back to the customer’s original form of payment The amount of time it takes for the credit to appear in his account depends upon how quickly his bank processes refundsWe 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 usSincerely,Roseanne G***Tier Customer Service
July 5, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Mr [redacted] did not accept our response and/or resolution offered.Per Mr***’s original complaint he only referred to itineraries [redacted] , [redacted] , and [redacted] Our records reflect that on February 1, and February 2, the customer was approved for all three best price guarantee claims.Within these approval emails the customer was promised a coupon for each approvalAfter further research of the Mr***’s account we are able to verify that the customer was provided one $coupon for itinerary [redacted] On May 30, an email was sent advising him of this coupon.We can verify that he has not been issued the other two coupons therefore as of June 27, we have issued two $best price guarantee coupons for itinerary’s [redacted] , and [redacted] In regards to [redacted] we can verify that this itinerary was approved for the best price guarantee claimAs of June 5, a $best price guarantee coupon was placed in Mr***’s accountAs understood in the customers rebuttal Expedia is only able to issue three coupons per customer per monthAfter further review if the customer’s account we would like to advise him that since a coupon was issued this month the customer is only able to be issued two more couponsWe 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,Hayden J [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 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 is responding to the consumer complaint from Mr./Ms [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] .dear Revdex.com REPRESANTETIVE ,as you see their mistake is obouis stated in their responde with the wrong last name of ingrid ,and they are lying about rebooking because I was the one who seggested that to them ,but yet the rep sent me email trying to correct simple last name but she was not able to do so ,their for I requested my refund to be expedited and the money to be released asap so I can use it to make another reservation since they gave me the run arround until I got paid the rates whent up ,so please tel the represantetive to stop with lies and stories
Complaint: [redacted] I am rejecting this response because: First, Expedia failed to address to my complaint Attached is the photo I took on Feb12, from its website It proves that it did sell "Premium Seating" when I booked the tickets It said in the letter " We have verified that Premium Seating does not exist as an option on Expedia's site at this time." What has it to do with my dispute? I did not say that it still has advertisement on its site now Could Expedia deny that it never falsely advertised the show tickets on its site? Could it prove that the attached was not from its site? We should have received "Premium Seating" as it confirmed, but not "Poolside Seating" Second, it failed to explain that why the three of its supervisors kept promising me that they would help to resolve the issue by upgrading my seats, but it turned out that they did nothingThey rejected the upgrade solution given by Wynn's office manager Cindy on one hand and gave me a blank check on the another hand Why? Why? Why? Expedia has options to make any decision as it wants But, it absolutely won't be able to cover or change any facts I am so disappointed that its investigation even could not find the truth, or it did, but it did not have the courage to face the truth Expedia's customers deserve better service I am glad that its Board of Directors welcome customer like me to contact them I am looking forward to getting their attention to this case I truly believe I would receive a responsible reply from them Thank you again, Revdex.com, for your support Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:The explanation does NOT make any senseIn the purchase process, Expedia initial screenshot told me the hotel was "Free Cancellation", which set up my mind to make purchase without considering if I cannot cancel it laterAs an average human, I would not pay attention any information in later screenshot indicating if it is refundableInstead, Expedia uses human common behaviors and set up a trap for customersThis is obviously a cheating business! Revdex.com, please publish my case to all customers, make sure everybody knows Expedia is a CHEATING COMPANYSTOP USING THEIR SERVICETHIS IS THE BEST WAY TO PROTECT FROM BEING TRAPPED BY Expedia Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:It is very evident, quite frankly, from your latest correspondence that you either didn’t read my entire complaint or didn’t listen to all of the phone calls that transpired that day, specifically the last phone call with Shawn, b [redacted] #***, and his “manager” on which the bulk of my complaint was focusedIf you had actually listened, you would have noted how incredibly unprofessional, incompetent, and belligerent your agents were with meWhat exacerbated the situation was when the “manager” refused to divulgeShawn’s b [redacted] number when I expressed that I was going to contact the corporate officeFrom his behavior, I was left with the impression I was not speaking to an actual manager and was instead speaking to one of Shawn’s coworkers that was posing as a manager in an effort to get me off the phoneThis was not acknowledged or addressed in your response.While I was very disappointed with having to purchase an additional ticket on my own because I felt like I was being overcharged, at no time was Margaret, b [redacted] #***, ever rudeHowever, despite what you stated in your response, Margaret actually told me that the flight was sold out; she didn’t mention that the flight wasn’t in the inventoryShe initially said she couldn’t locate the flight, then after putting me on hold for a significant amount of time (minutes I believe), she said it was sold outWhen I challenged this information, she told me that if I tried to book the flight, I wouldn’t be able to reserve it, which wasn’t trueI take this as she lied to meThat is why I found it especially strange that I could purchase a ticket to a supposedly sold-out flight I called back requesting a supervisor to get this addressed and was hung up on (I heard ambient room noise for about seconds before the line dropped – I’m sure this recording can be found.) After calling back a third time I finally got to Shawn When I spoke to Shawn he was pleasant at first, then he became extremely aggressive once he realized that he totally bungled my reservation and resorted to calling me a racist multiple timesThis was also not acknowledged or addressed in your response.Because of this, I find your offer very insultingFirst off, I, as an offer of goodwill (as you so eloquently stated in your response), allowed your company additional time, weeks to be exact, to research my case and despite the additional time you didn’t address my full complaint or didn’t bother to listen to all the callsSecondly, my reservation was for a flight, so offering me a measly $towards a hotel makes no sense since I’ve never once gone through Expedia to book a hotel (which I imagine is evident if you look at my travel history with your company.) It almost feels like this is a sales attempt at getting me to use other Expedia services - not an apologyThirdly, I’m a so dissatisfied with your company that I will never use Expedia again so your attempt to ameliorate the situation by giving me a $coupon towards a hotel when my complaint was about $that came out of my pocket will not help meLastly, I find it very odd that despite my complaint and despite supposedly listening to my calls you fail to acknowledge what your company did to escalate my case to this point, which I find rather unprofessionalIt is interesting how you have not once recognized how I was treated by your agentsWhen a customer is essentially screamed at then called a racist a dozen times, you’d think that your company would express genuine concern over the matterInstead, your response paints me to be unreasonable when your agent was unable to accommodate my requestYou certainly pointed out how “helpful” all of your agents were throughout the process and left out anything that could potentially show fault by your company.All I want is to not be charged a $penalty and a real apology for the horrendous treatment that I received from ExpediaI believe that this is a reasonable request considering the time, energy, and supreme frustration that this situation has requiredI hope that after reading this response and evaluating the calls further that you will realize that I am not asking for anything unreasonableConsidering how much time you have already had to do this, I expect a speedy responseThank you for your time Regards, [redacted]
July 4, 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,
Complaint: [redacted] I am rejecting this response because:the initial agent got the names wrong on the tickets and the wrong hotels and a wrong returning flightExpedia gave me my money back for the hotel mistake and a $voucher with them for a hotelIf she could make that mistake why won't they admit to making the name of the ticket mistakeMy mistake was not asking for a state side operator who spoke better EnglishThey have continued to lie to me saying it's up to [redacted] to make the correction when [redacted] says the tickets were purchased by a third party(expedia) so it is out of ***s hands and up to expedia Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me More important, thank you for your assistance in this matter Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The response did nothing to resolve my complaintHas the business checked to see if the check has been received? How long does it take to receive "said' check? My next step will be to take the matter up with the state Attorney General or take it to the media for resolution.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The business asked for the itinerary number, it is [redacted] Sincerely, [redacted]
April 29, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] has experienced some difficulty receiving the assistance needed in redeeming a $travel coupon towards her future reservation On April 27, 2015, we contacted Ms [redacted] to acknowledge receipt of her Revdex.com complaintOur records indicate On April 14, 2015, the customer booked a hotel reservation with the [redacted] on Expedia.com, checking in on April 30, and checking out on May 2, The total cost of the booking was $ Ms [redacted] self-canceled the reservation on April 14, and refunded in full Ms [redacted] is requesting Expedia to cover the cost of her hotel stay When utilizing Expedia as your travel arranger, the expectation is the customer will have an excellent experience Moreover, it is never our intention to inconvenience the customer when instances occur that cause our customer to feel that we have not met the standards to which we hold our organizations and employees We can confirm Ms [redacted] contacted us on April 14, for help redeeming her coupon towards the booking We can also verify the customer was experiencing some difficulty based on the three itineraries that were saved for the same location During the call, our customer service representative informed the customer the coupon was expired; a request to escalate the call to a supervisor was made, however, the call was not completedIn researching further, on July 20, Ms [redacted] was issued a $Expedia Travel Coupon We have determined the coupon was not activated at the time that it was issued The coupon is now active and available for immediate use The coupon will expire on May 31, To review the details Terms and Conditions of Use for the coupon, please copy/paste the following url to a web browser:http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp We apologize for any inconvenience the customer encountered while resolving this matter As the customer was issued a refund for this reservation, we are unable to provide any additional compensation for this matter The feedback the customer has provided will be helpful in looking at our customer service and gauging customer satisfaction For your assurance, we are forwarding this to the appropriate department for review in our continuous effort to provide better service to our customers We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] ***Tier Customer Service
May 28, 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 Better Business Bureau 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 his flight reservations Our records indicate that on May 2, 2015, the customer self-booked two flight reservations using Expedia’s website; itineraries [redacted] and [redacted] Travel on [redacted] was with [redacted] from New York, NY to Kilimanjaro, Tanzania, departing on May 28, Travel on [redacted] was with [redacted] from Kilimanjaro, Tanzania to San Francisco, CA on August 3, We understand the customer is requesting confirmation of his itinerary [redacted] and a refund for itinerary [redacted] , cancelled due to an airline initiated schedule change Only the airlines can make changes to flights and these changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues We have verified Expedia communicated with the customer several times regarding the schedule change affecting itinerary [redacted] As no acceptable alternative options were provided by the airline, the customer agreed to receive a full refund of his ticketA refund in the amount of $was processed on May 13, 2015; in addition, the remaining amount of $(collected as a refund penalty by the airline) was also refunded, on May 28, The time it takes to post to the customer’s account depends on how quickly his credit card company processes refunds 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] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) for itinerary [redacted] We hope you understand we must adhere to the policies dictated by the airlines In respect to itinerary [redacted] , we do not see any schedule changes affecting this bookingOur records show that as of today, the customer had flown the first two segments on the ticket and had checked in for the last one We regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience causedExpedia welcomes customer feedback in our ongoing effort to improve upon the customer experience We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service
October 13, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the refund request Our records show on May 16, 2015, Mr [redacted] self-booked an Expedia.com flight reservation via booking number [redacted] , with a travel date as August 23, in the amount of $We understand from Mr [redacted] complaint, he called to cancel his flight and was never advised of the change feeThe customer also stated after trying to rebook his flight, the rebooking fee was more than the value of his original ticketThe customer is requesting a refund of the amount paid for his flight reservation due to thelack of information received at the time of cancelationUpon researching the customer’s complaint, we can confirm Mr [redacted] brought this matter to our attention on October 2, The customer was advised based on the airline’s cancelation and change policies, his flight ticket had no value due to a higher amount of the change feeExpedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the change and cancelation policies of that particular vendorExpedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provideselection details on several pages for the customer to review Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a one-time courtesy, a $refund has been processed back to the original form of paymentAs a refund has been given and the issue has been resolved to Mr [redacted] desired outcome, Expedia considers this matter closedWe 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 usSincerely,Angel A [redacted] Tier Customer Service
May 9, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting a refundOn May 1, 2017, we received receipt of the Revdex.com complaint Our records reflect on February 9, 2017, the customer or an authorized user of the account, self-booked on our website a package reservationThe reservation includes a hotel stay for the Embassy Suites by Hilton Waikiki Beach Walk with a chedate July 22, 2017, and a check-out date of July 29, and a car rental with Hertz, via itinerary number [redacted] The customer is stating they submitted a Best Price Guarantee claim; however they were not refunded for the price difference Upon further researching this matter, we can confirm on April 25, 2017, the customer submitted a Best Price Guarantee claim In reviewing the attachment that was sent for the claim on April 25, 2017, the screenshot reflects the hotel for the Hyatt Place Waikiki; which is a different hotel that was originally bookedAdditionally the original reservation was a package reservation and not a stand-alone reservation The Terms and Conditions for the Best Price Guarantee Promotion states as follows Must be "Apples to Apples" Comparison The Best Price Guarantee is available only for exact itinerary matchesFor example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com 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) For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser – https://www.expedia.com/p/info-other/guarantees The reservation is active for travel on July 22, 2017, based on the hotel policy the reservation is nonrefundable and for the car rentalCancellations can be made prior to the pidate, and no refunds will be issued on unused rental days We hope the customer understand 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 Sincerely, Delia K [redacted] Corporate Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] Although I still believe that it was Expedia's responsibility to ensure that the fees advertised were accurately disclosed, I find that this resolution is satisfactory to meSincerely, [redacted]
June 22, 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 Ms [redacted] (Revdex.com case ID # [redacted] ) regarding a flight reservationUpon receipt of the Revdex.com submission, we have verified this issue was resolved on June 3, The customer agreed to a $Travel Coupon which was provided to Ms [redacted] accountWe apologize for any inconvenience this delay may have causedWe 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
February 17, 2018Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.Calls are monitored for quality control, however not every call is captured by our systemAlso we have previously offered to compensate you for the $cancel fee changed by the airlines, based on the type of ticket you purchased changes can only be made by the airlines directly, Expedia is not the merchant of record (the entity that received the funds and the company that charged the credit card) any refunds would come from Spirit.Spirit also advised you could visit their website to request a name correction @ www.spirit.com/help and completing the form on the site, the airlines did not indicate if there would be a fee for the name correction but they did advise a respond would be received hours after the request was submitted.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 usSincerely,Kiki R***Corporate Customer Service
April 12, 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 Mrs [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation that was not honored Our records reflect on February 8, Ms [redacted] accessed Expedia.com and self-booked itinerary # [redacted] for a hotel collect reservation for a one night at the [redacted] ***, Port Canaveral – Cocoa Beach Florida to check in April and checking out April 2, An electronic fax is automatically transferred to the vendor upon completion of an online booking Expedia regrets that the customer was not provided a room and the inconvenience she and her family experienced Expedia acts only as a third party booking intermediary for travel vendors, who are independent contractors Expedia makes every effort to ensure our customer’s reservations are honored by the vendors, however we do have information on our website always encouraging our customers to confirm their reservation with the vendor before leaving on their trip, as a precaution This allows time to contact Expedia if a vendor has overbooked or otherwise cannot meet the reservation We are sorry that our customer had this experience and that we were unable to locate any available rooms in the area for them As a courtesy, we have provided Ms***’ online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within your accountBy accessing her account and using the live link associated with the coupon, Ms [redacted] will find the terms of use for the coupon and the expiration date We hope she will allow us the opportunity to improve upon her experience in the future 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
penalty amount December 7, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia, Incis responding to the consumer complaint from [redacted] *** (Revdex.com case number [redacted] ) regarding a refund request We understand [redacted] is requesting a refund of the one night penalty fee charged by the hotel for cancellation of the itineraryOn December 7, we contacted the customer to acknowledge receipt of their Revdex.com complaint.Our records indicate on September 22, the customer accessed Expedia.com and reserved a reservation at the Customer Inn and Suites in Paramus, New Jersey to arrive on November 21, and checking out November 28, The booking was a “hotel collect” reservation and the hotel’s stated terms and conditions,which the customer agreed to, were:Cancellation and Change Policy: Non Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, the hotel will not return your booking amount.Cancellations or changes are subject to a hotel fee equal to 100% of the total amount paid for the reservation.On November 15, the customer contacted Expedia and asked to have the itinerary cancelled The customer states the hotel authorized cancellation with no penalty In speaking with the hotel manager on December 7, he shows no notes stating the hotel would not charge the customer and feels they were fair in that they did only charge the first night of the reservation at $142.60, rather than enforcing their terms and charging the entire $ The hotel is not willing to refund the penalty amount As a one-time courtesy, on December 7, Expedia processed a credit in the amount of $back to the customer’s original form of payment The amount of time it takes for the credit to appear in his account depends upon how quickly his bank processes refundsWe 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 usSincerely,Roseanne G***Tier Customer Service
July 5, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Mr [redacted] did not accept our response and/or resolution offered.Per Mr***’s original complaint he only referred to itineraries [redacted] , [redacted] , and [redacted] Our records reflect that on February 1, and February 2, the customer was approved for all three best price guarantee claims.Within these approval emails the customer was promised a coupon for each approvalAfter further research of the Mr***’s account we are able to verify that the customer was provided one $coupon for itinerary [redacted] On May 30, an email was sent advising him of this coupon.We can verify that he has not been issued the other two coupons therefore as of June 27, we have issued two $best price guarantee coupons for itinerary’s [redacted] , and [redacted] In regards to [redacted] we can verify that this itinerary was approved for the best price guarantee claimAs of June 5, a $best price guarantee coupon was placed in Mr***’s accountAs understood in the customers rebuttal Expedia is only able to issue three coupons per customer per monthAfter further review if the customer’s account we would like to advise him that since a coupon was issued this month the customer is only able to be issued two more couponsWe 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,Hayden J [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 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 is responding to the consumer complaint from Mr./Ms [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] .dear Revdex.com REPRESANTETIVE ,as you see their mistake is obouis stated in their responde with the wrong last name of ingrid ,and they are lying about rebooking because I was the one who seggested that to them ,but yet the rep sent me email trying to correct simple last name but she was not able to do so ,their for I requested my refund to be expedited and the money to be released asap so I can use it to make another reservation since they gave me the run arround until I got paid the rates whent up ,so please tel the represantetive to stop with lies and stories
Complaint: [redacted] I am rejecting this response because: First, Expedia failed to address to my complaint Attached is the photo I took on Feb12, from its website It proves that it did sell "Premium Seating" when I booked the tickets It said in the letter " We have verified that Premium Seating does not exist as an option on Expedia's site at this time." What has it to do with my dispute? I did not say that it still has advertisement on its site now Could Expedia deny that it never falsely advertised the show tickets on its site? Could it prove that the attached was not from its site? We should have received "Premium Seating" as it confirmed, but not "Poolside Seating" Second, it failed to explain that why the three of its supervisors kept promising me that they would help to resolve the issue by upgrading my seats, but it turned out that they did nothingThey rejected the upgrade solution given by Wynn's office manager Cindy on one hand and gave me a blank check on the another hand Why? Why? Why? Expedia has options to make any decision as it wants But, it absolutely won't be able to cover or change any facts I am so disappointed that its investigation even could not find the truth, or it did, but it did not have the courage to face the truth Expedia's customers deserve better service I am glad that its Board of Directors welcome customer like me to contact them I am looking forward to getting their attention to this case I truly believe I would receive a responsible reply from them Thank you again, Revdex.com, for your support Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:The explanation does NOT make any senseIn the purchase process, Expedia initial screenshot told me the hotel was "Free Cancellation", which set up my mind to make purchase without considering if I cannot cancel it laterAs an average human, I would not pay attention any information in later screenshot indicating if it is refundableInstead, Expedia uses human common behaviors and set up a trap for customersThis is obviously a cheating business! Revdex.com, please publish my case to all customers, make sure everybody knows Expedia is a CHEATING COMPANYSTOP USING THEIR SERVICETHIS IS THE BEST WAY TO PROTECT FROM BEING TRAPPED BY Expedia Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:It is very evident, quite frankly, from your latest correspondence that you either didn’t read my entire complaint or didn’t listen to all of the phone calls that transpired that day, specifically the last phone call with Shawn, b [redacted] #***, and his “manager” on which the bulk of my complaint was focusedIf you had actually listened, you would have noted how incredibly unprofessional, incompetent, and belligerent your agents were with meWhat exacerbated the situation was when the “manager” refused to divulgeShawn’s b [redacted] number when I expressed that I was going to contact the corporate officeFrom his behavior, I was left with the impression I was not speaking to an actual manager and was instead speaking to one of Shawn’s coworkers that was posing as a manager in an effort to get me off the phoneThis was not acknowledged or addressed in your response.While I was very disappointed with having to purchase an additional ticket on my own because I felt like I was being overcharged, at no time was Margaret, b [redacted] #***, ever rudeHowever, despite what you stated in your response, Margaret actually told me that the flight was sold out; she didn’t mention that the flight wasn’t in the inventoryShe initially said she couldn’t locate the flight, then after putting me on hold for a significant amount of time (minutes I believe), she said it was sold outWhen I challenged this information, she told me that if I tried to book the flight, I wouldn’t be able to reserve it, which wasn’t trueI take this as she lied to meThat is why I found it especially strange that I could purchase a ticket to a supposedly sold-out flight I called back requesting a supervisor to get this addressed and was hung up on (I heard ambient room noise for about seconds before the line dropped – I’m sure this recording can be found.) After calling back a third time I finally got to Shawn When I spoke to Shawn he was pleasant at first, then he became extremely aggressive once he realized that he totally bungled my reservation and resorted to calling me a racist multiple timesThis was also not acknowledged or addressed in your response.Because of this, I find your offer very insultingFirst off, I, as an offer of goodwill (as you so eloquently stated in your response), allowed your company additional time, weeks to be exact, to research my case and despite the additional time you didn’t address my full complaint or didn’t bother to listen to all the callsSecondly, my reservation was for a flight, so offering me a measly $towards a hotel makes no sense since I’ve never once gone through Expedia to book a hotel (which I imagine is evident if you look at my travel history with your company.) It almost feels like this is a sales attempt at getting me to use other Expedia services - not an apologyThirdly, I’m a so dissatisfied with your company that I will never use Expedia again so your attempt to ameliorate the situation by giving me a $coupon towards a hotel when my complaint was about $that came out of my pocket will not help meLastly, I find it very odd that despite my complaint and despite supposedly listening to my calls you fail to acknowledge what your company did to escalate my case to this point, which I find rather unprofessionalIt is interesting how you have not once recognized how I was treated by your agentsWhen a customer is essentially screamed at then called a racist a dozen times, you’d think that your company would express genuine concern over the matterInstead, your response paints me to be unreasonable when your agent was unable to accommodate my requestYou certainly pointed out how “helpful” all of your agents were throughout the process and left out anything that could potentially show fault by your company.All I want is to not be charged a $penalty and a real apology for the horrendous treatment that I received from ExpediaI believe that this is a reasonable request considering the time, energy, and supreme frustration that this situation has requiredI hope that after reading this response and evaluating the calls further that you will realize that I am not asking for anything unreasonableConsidering how much time you have already had to do this, I expect a speedy responseThank you for your time Regards, [redacted]
July 4, 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,
Complaint: [redacted] I am rejecting this response because:the initial agent got the names wrong on the tickets and the wrong hotels and a wrong returning flightExpedia gave me my money back for the hotel mistake and a $voucher with them for a hotelIf she could make that mistake why won't they admit to making the name of the ticket mistakeMy mistake was not asking for a state side operator who spoke better EnglishThey have continued to lie to me saying it's up to [redacted] to make the correction when [redacted] says the tickets were purchased by a third party(expedia) so it is out of ***s hands and up to expedia Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me More important, thank you for your assistance in this matter Sincerely, [redacted]