June 4, Revdex.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] is requesting a refund and compensation associated with the hotel booking On June 3, 2015, we attempted to contact Ms [redacted] to acknowledge receipt of her Revdex.com complaint but were unable to reach herOur records indicate on May 19, 2015, Ms [redacted] or an authorized user on the account self-booked a hotel reservation with the [redacted] , in Las Vegas, NV, for two adults with check in on May 25, 2015, and checking out on May 28, The hotel reservation was booked in itinerary number [redacted] , in a single-use account, under the email address [redacted] @gmail.com, for $ A second reservation was booked on the same day by Ms***, in her permanent account, under itinerary number [redacted] , for $212.68, under the email address [redacted] @gmail.com Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and subject to the rules and restrictions of those providers The hotel cancellation and change policy provided to Expedia by the [redacted] , which was provided for Ms [redacted] during the booking process, stated the following: Hotel Payment Timing For this reservation the hotel charges a deposit of USD within hours of bookingThe remaining balance is due at the hotelCancellation and Change Policy: Refundable Free cancellation! Deposits are fully refundable if canceled before 11:AM local hotel time, May 22, 2015.Room cancellations made after 11:AM local hotel time, May 22, 2015, will not be refunded the deposit amount.Room cancellations made after chewill be charged for the remainder of the room reservation, and the deposit amount for the room will not be refundedWe can confirm on May 19, 2015, Ms [redacted] contacted our Customer Service Department for assistance in booking the hotel reservation Customer Service advised Ms [redacted] that we require the customer to remain on the phone while we book the reservation; however, it is documented that Ms [redacted] did not wish to remain on the line A reservation was not processed at this timeMs [redacted] asked that we continue booking the reservation with a friend, provided the information to reach [redacted] , and disconnected the call As a courtesy, we attempted to reach her associate but were unable to reach her In researching further, we can confirm on May 20, 2015, Ms [redacted] contacted us to modify the arrival date for her hotel reservation booked in itinerary number [redacted] from May 25, to May 22, Ms [redacted] did not wish to remain on the line while processing her request; we advised Ms [redacted] that changes cannot be made without the customer on the phone On May 21, 2015, Ms [redacted] contacted our customer service department stating her confirmation was not received and requested we email a copy of the reservationItinerary [redacted] was cancelled outside of penalty on May 21, which resulted in the deposit of $being refunded by the vendorOn June 3, 2015, to advocate further on Ms***’s behalf, we contacted the [redacted] to request a refund for the first reservation booked by Ms***, itinerary [redacted] , in the amount of $146.68, but our request was denied The hotel confirmed the booking was marked as a “no-show” and will be charged the penalty which is equal to a one-night stay While we regret Ms***’s experience was not what we would hope, we are unable to provide the customer with a refund or any compensation as it relates to this matter We thank you for allowing us 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, [redacted] ***Tier Customer Service
Complaint: [redacted] I am rejecting this response because: hello dear rep at Revdex.com they still continue to play games BECAUSE MY CASE IS NOT A REFUND IS A DAMAGES CREATED BY EXPIDIA BECAUSE THEY NEVER BOOKT MY RESERVATION CORRECTLY ,their for I had no choice ,so I booked another reservation with fanjet vacation and the damages was a deference I had to pay to fanjet ,and if expedia gave proper and correct reservation but expidia they did mess up my booking .the email I provided to expedia is ,,, [redacted] @yahoo.com ,my phone number is [redacted] Sincerely, [redacted]
Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear Mr [redacted] did not accept our response and/or resolution offered Expedia found no calls from the customerSince the flight was used, Expedia will not honor the request for the refund Expedia 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
October 11, 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 collection letter We understand Mr [redacted] is requesting Expedia to stop the collection disputeOn October 6, 2016, we received receipt of the Revdex.com complaint Our records reflect on January 25, 2016, the customer self-booked a package reservation for [redacted] and Rocco [redacted] Travel was on American Airlines, departing February 11, 2016, from Denver, Colorado to Phoenix, Arizona; returning on February 15, 2016, from Phoenix, Arizona to Denver, ColoradoThe package includes a hotel stay at the Econo Lodge at Metro CenterThe package also includes the Expedia Vacation Waiver Since the customer has disputed the charges with their credit card company and the credit card company have advised the customer that they were refunded for the amount The customer can contact Receivable Management Services at 1-800-613-to stop the collection dispute We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
October 24, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint [redacted] (Revdex.com case number [redacted] ) regarding a refund Our records indicate that on August 7, 2017, Mr [redacted] or an authorized user of his account booked a one night online via Expedia.com at the Double Tree Suites by Hilton Anaheim Resort – Conv Cntr, checking in on August 12, 2013, and checking out on August 13, 2017, itinerary [redacted] The reservation was a “hotel collect” reservation, meaning any funds would be collected directly by the propertyExpedia did not collect any funds on this reservation We understand from Mr [redacted] ’ complaint that he could cancel his reservation before August 11, 2017, at 11:PM and is requesting a refund Upon receipt of Mr [redacted] ’ complaint, we investigated the issues which were brought to our attentionOn October 24, 2017, Expedia processed a refund in the amount of $to the original form of paymentThe time it takes to receive said refund will depend on Mr [redacted] ’ credit card company or banking institutionWe ask that Mr [redacted] please allow at least two billing cycles Again, 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, LaToya J [redacted] Corporate Customer Service
Revdex.com May 03, 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.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 attention Expedia.com is 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 flight reservation We understand Ms [redacted] is requesting a refund of $2,050.32USD, which the customer acknowledged he canceled the booking via Lufthansa’s by mistake Per the customer, he contacted Expedia.com customer service and he was advised the refund would be applied to his credit card within to business days However, per the customer, after him and his wife have called Expedia.com several times, they were given a different resolution for the issue but no refund has been processed by Expedia.com Mr [redacted] stated the agency’s agents advised they needed a waiver from Lufthansa in order to process the refund, but the customer did not receive a confirmation of the reimbursementOn April 13, 2016, we received receipt of the Revdex.com complaint Our records indicate on March 30, 2016, the customer self-booked a flight reservation for [redacted] * [redacted] and [redacted] * [redacted] - [redacted] via Expedia.com website, itinerary [redacted] and PNR FIBKJS with Lufthansa (LH), for a total of $2,050.32USD Departure is on September 06, 2016, from Boston to AthensReturn is on September 15, from Athens to Boston Our records indicate, on March 31, 2016, Mr [redacted] canceled the reservation directly via Lufthansa’s websiteThe airline sent a notification of the cancelation to Expedia.com, and our system accepted the cancelation However, per the airline’s policy, as the booking was purchased directly with Expedia.com, the customer should have contacted Expedia.com to cancel the ticketsTherefore, the airline did not process the refund on March 31, On April 6, 2016, and April 9, 2016, Mr [redacted] contacted the Expedia.com customer service department regarding the refund request Our agents were prevented from assisting the customer, as the airline refund department was closed and Expedia.com needed a waiver from the airline in order to request a full refund of the booking, as the cancelation had been made by the customer on Lufthansa’s website Mr [redacted] spoke to two agents, who advised Mr [redacted] per the airline’s policy, that Expedia.com could only proceed with the refund request after the airline provided a waiver code, as the customer had canceled the booking via the airline’s website the customer asked to be escalated to a manager On April 9, 2016, during the last contact of Mr [redacted] with Expedia.com customer service via phone, an agent from our corporate office advised the customer to call us back on Monday (April 11, 2016), in order to follow up on the case The agent acknowledged that the airline’s hours were Monday to Friday from 10:00AM to 6:00PM; however, per our records we have confirmed Mr [redacted] did not contact Expedia.com past April 09, Even though, the customer did not follow up on the case, our agents verified the airline had changed the ticket status to refunded; therefore no further action could be taken from Expedia.com as the airline had taken control of the ticket In reviewing the customer’s account, we have confirmed with Lufthansa Ms***’s tickets were refunded by the airline on April 22, Per the vendor, as the ticket was canceled within the first of the purchase, the airline should have processed a full refund of the tickets, but the refund timing depends on how long the customer’s bank takes to process the refund As 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 Lufthansa was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card); therefore, Expedia could not submit Mr***’s refund request to the airline without the carrier’s approval at the time the customer contacted our customer service department We have verified via Lufthansa’s website that the refund confirmation can only be sent to the credit card holderIf Mr [redacted] has not received the airline refund up to this date, we kindly advise Mr [redacted] to summit a request of the refund receipt to the airline via Lufthansa’s websiteThe refund receipt will allow the customer to dispute the refund directly with his bank 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, Misleide B [redacted] Tier Customer Service
May 12, Revdex.com Alaska, Oregon & Western Washington Complaint Department 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 Dr [redacted] (Revdex.com case number [redacted] ) regarding an Expedia reservationThe information provided in the customer’s comment was not linked to an accountAt this time we are requesting the customer please provide the itinerary number and the email address used to make the reservationIn addition, Expedia is asking for the customer to address the issue more specificallyDr [redacted] may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist furtherWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
January 18, 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 attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding Expedia promotional emails We understand Ms [redacted] is requesting that they stop receiving the Expedia promotion emailsOn January 10, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 10, 2017, the customer contacted Expedia via email requesting that they stop receiving the Expedia promotional emailsExpedia replied to the customer advising that the cancellation request may take up to days to processExpedia provided the customer with the steps on how to stop the emails In reviewing the customer’s account, the customer’s email was removedExpedia has also forward the customer’s request to our marketing departmentPlease be advised it may take up to two months for the promotional emails to stop We regret any inconvenience that this may have caused and would like to assure you that your business is important to us 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
September 21, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the hotel price guarantee refund request Our records show on June 21, 2015, Mr [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted] , with a chedate as August 16, We understand from Mr [redacted] complaint, he was advised to submit proof of payment to the hotel once travel was completed to receive a hotel price guarantee refund in the amount of $The customer also state that after several attempts to resolve this issue with Expedia customer service agents, a refund has yet to be processedMr [redacted] is requesting a hotel price guarantee refund of $as promised by Expedia.Upon researching the customer’s complaint, we can confirm as of September 2, 2015, when Mr [redacted] brought this matter to our attention, a hotel price guarantee refund in the amount of $was processed back to the original form of payment.Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved to Mr [redacted] desired outcome, Expedia considers this matter closed.We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Angel A [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: EXPEDIA IS NOW CLAIMING THAT THEIR MEANING BEHIND "FREE CANCELLATION WITHIN HOURS, AFTER HOURS RULES APPLY" IS THAT THEY WON'T CHARGE YOU TO ASSIST WITH CANCELLING THE RESERVATION DURING THE FIRST HOURS, WHICH IMPLIES THAT THEY CHARGE A FEE TO ASSIST WITH A CANCELLATION AFTER HOURS, WHICH IS NOT WHAT THEY STATE ON THEIR WEBSITETHE WEBSITE SAYS THEY NEVER CHARGE A FEE, IN WHICH CASE BY THEIR LOGIC, THE "FREE CANCELLATION WITHIN HOURS" REFERS ONLY TO THEM NOT CHARGING A FEE (BUT DOESN'T GUARANTEE THAT THE HOTEL OR AIRLINE YOU BOOK WILL PROVIDE A REFUND)THERE WOULD BE NO REASON TO PLACE THIS STATEMENT AT THE TOP AND JUST ABOVE THE "CONTINUE BOOKING" IF IN FACT THAT WERE THE MEANING, SINCE THEY COULD ALSO STATE "FREE CANCELLATION ANYTIME" (SINCE THEY NEVER CHARGE A FEE TO ASSIST WITH CANCELLATIONSNO REASONABLE PERSON WOULD CONSIDER THEIR WEBSITE STATEMENT TO MEAN ANYTHING OTHER THAN THAT YOU WILL RECEIVE A FULL REFUND WITHIN FIRST HOURS AFTER BOOKING, SINCE THEREAFTER IT SAYS RULES APPLYA FORMAL COMPLAINT WILL BE FILED WITH THE WASHINGTON STATE ATTORNEY GENERAL FOR DECEPTIVE ADVERTISING AND BUSINESS PRACTISES BASED ON THEIR ANSWER AND FAILURE TO ISSUE A FULL REFUND Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I cannot accept Expedias response and at the moment it's actually just the principalI actually booked another hotel through Expedia for the same day and was able to change it by calling the hotelThis was after I was able to cancel my hotelI never cancelled it late and if I did Expedia would never entertain even refunding meI've been working hotels as a front desk agent for years and I know all the practicesI'm appalled that Expedia is saying that I cancelled late and and are going to extreme lengths to cover up there mistakesI will never ever in my life use this disgraceful company Sincerely, [redacted]
May 20, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the flight reservation exchange issues Our records show on April 28, 2017, with the assistance of a sale agent, Ms [redacted] booked an Expedia.com flight and hotel package reservation via booking number [redacted] , with travel dates as October 6, We understand from Ms [redacted] ’s complaint, both of the passengers names were booked incorrectly for the flights and after contacting customer support, no proper resolution was providedThe customer is requesting a full refund or a name correction to be processed Upon researching the customer’s complaint, we can confirm on May 3, 2017, when Ms [redacted] brought this matter to our attentionExpedia proceeded to advocate on the customer’s behalf by contacting the airline regarding the name correctionsThe airline approved a name correction for the second passenger and Expedia processed a name change as requested by Ms [redacted] We can also confirm, the airline denied the entire name correction for the first passenger since it is against their change and cancelation policiesWe can verify the name for the first passenger was booked as Ms [redacted] requested it at the time of bookingThe customer was also advised a new ticket would need to be purchased Further research shows, Ms [redacted] requested to cancel the hotel portion of the package reservation and a full refund was providedMs [redacted] was also provided with a $Expedia Travel coupon for any inconvenience encountered with the reservation Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendorExpedia can only advocate on the customer’s behalf related to airline name change requestsBased on the information provided above, we are unable to honor Ms [redacted] ’s request for a refund or name correction We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Corporation Customer Service
First and foremost I want to say thank you to Revdex.com and Expedia Iwill accept this response but if you look at the time of self booking I was on the phone with an customer service agent and he is the one who told me the flights were JetBlue owned not AzulIt was around the use time of booking I was about two hours into the conversationHe was a good rep he just gave me the wrong information on who actually owned the flightsBut I am not going to escalate this any further I do appreciate everything and thanks for returning the for hotel and the for flight if possible can you please send me email confirmation so I have it documented please and thank you.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]
July 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Case ID O- [redacted] Revdex.com Complaint # [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 failed booking attempts We understand the customer is requesting compensation due to difficulty getting signed in to make a booking Expedia regrets the customer was unable to access their account to make a booking, however accounts are self-service and agents do not have access to customer’s login information even to assist in processing changes The customer must maintain their own account and no blocking of a customer’s password or login would be possible We are sorry the customer was having technical difficulty, but we cannot be responsible for individual online access We also apologize for any lack of service the customer experienced There are times when high call volumes can cause longer than hold times, when trying to reach a booking agentIt is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available Although we do regret any frustration the customer experienced, we are unable to offer compensation for technical or access issues 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
Complaint: [redacted] I am rejecting this response because: As a Las Vegas Hotel manager I am fully aware of the compensation Expedia is receiving for providing the service as the contracted rate between a vendor such as [redacted] or [redacted] and Expedia differs from what the vendor charges the costumer directlyExpedia also receives a commission as a travel agency to provide the serviceBy receiving financial benefits from a transaction as a third party, they must assume a certain level of responsibility and liberalityWhen we contacted [redacted] regarding the issue we were told that flight has been booked via a third party and [redacted] is unable to adjust the payment as it was not received from us directly the game of "you booked your reservation through a third party so contact them" and "We are just a third party and have no control" is an old game played by almost every hospitality venue around the world but it is difficult to hear when a reputable company who claims to have A+ rating utilizes such a cheap excuseWe were told we can not change anything on this reservation as the hour window has passedWe attempted to change room type the very next day and were wiling to pay the $difference however Expedia did not offer the changeexcuse back then was in order to change the room type we have to cancel the reservation and make a new one yet our reservation has been changed times without our input or permission Sincerely, [redacted]
July 27, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refund On July 16, 2016, we received receipt of the Revdex.com complaint Our records reflect on July 15, 2016, the customer self-booked a one-way flight reservation using Expedia.com The customer is stating, they contacted Expedia to cancel the reservation The customer is also stating, they were advised by Expedia; they were encountering an error and were not able to cancel the reservation Upon further researching this matter, we can confirm on July 16, 2016, the customer contacted Expedia wanting to cancel the flight reservation Expedia advised they were encountering a system error Expedia advised the customer, they would need to contact the airline; due to the airline had changed the ticket status Expedia contacted Swiss International Air Lines, they advised, they were able to change the ticket back to open In reviewing the customer’s account the ticket was canceled and voided on July 16, The amount of $was a pending authorization and would have fallen off the customer’s credit card or bank account within to hours Expedia requests for the customer to review his billing statement for July Expedia serves as a third-party intermediary for travel providers such as hotels, care rental agencies, and airlines, and are subject to the rules and restrictions of those providers When a customer makes a purchase, Expedia applies a credit authorization toward the credit card to determine if the card is validThis is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from Expedia We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: clearly it makes no sense, and Expedia is simply throwing up their hands and saying we have nothing to do with thisI do not wish to pursue this complaint any longer because it is a complete waste of timeI have been a customer of Expedia for many yearsTheir previous statements that they tried to contact me and do not know how to contact me etcare clearly bogus because they have all my contact information including my phone numbers, email ids, passport numbers and those of my family membersI have purchased numerous flights and hotel nights, and car reservations through themTo be fair, this is the first time that I have had such an experience with Expedia - however, it has left a bad tasteI have taken my business to other vendors, and have secured the hotel reservations in Playa del Carmen I was looking for It is really sad to say that I no longer trust Expedia, but that's where I am Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and while it would be preferable if they were organized enough to find their emails to me and apologize for not following through earlier, I accept the reimbursement and let's leave it at thatSincerely, [redacted]
Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight We understand [redacted] is requesting a refund We are still researching the customer complaint and we will respond by October 3, If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
June 4, Revdex.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] is requesting a refund and compensation associated with the hotel booking On June 3, 2015, we attempted to contact Ms [redacted] to acknowledge receipt of her Revdex.com complaint but were unable to reach herOur records indicate on May 19, 2015, Ms [redacted] or an authorized user on the account self-booked a hotel reservation with the [redacted] , in Las Vegas, NV, for two adults with check in on May 25, 2015, and checking out on May 28, The hotel reservation was booked in itinerary number [redacted] , in a single-use account, under the email address [redacted] @gmail.com, for $ A second reservation was booked on the same day by Ms***, in her permanent account, under itinerary number [redacted] , for $212.68, under the email address [redacted] @gmail.com Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and subject to the rules and restrictions of those providers The hotel cancellation and change policy provided to Expedia by the [redacted] , which was provided for Ms [redacted] during the booking process, stated the following: Hotel Payment Timing For this reservation the hotel charges a deposit of USD within hours of bookingThe remaining balance is due at the hotelCancellation and Change Policy: Refundable Free cancellation! Deposits are fully refundable if canceled before 11:AM local hotel time, May 22, 2015.Room cancellations made after 11:AM local hotel time, May 22, 2015, will not be refunded the deposit amount.Room cancellations made after chewill be charged for the remainder of the room reservation, and the deposit amount for the room will not be refundedWe can confirm on May 19, 2015, Ms [redacted] contacted our Customer Service Department for assistance in booking the hotel reservation Customer Service advised Ms [redacted] that we require the customer to remain on the phone while we book the reservation; however, it is documented that Ms [redacted] did not wish to remain on the line A reservation was not processed at this timeMs [redacted] asked that we continue booking the reservation with a friend, provided the information to reach [redacted] , and disconnected the call As a courtesy, we attempted to reach her associate but were unable to reach her In researching further, we can confirm on May 20, 2015, Ms [redacted] contacted us to modify the arrival date for her hotel reservation booked in itinerary number [redacted] from May 25, to May 22, Ms [redacted] did not wish to remain on the line while processing her request; we advised Ms [redacted] that changes cannot be made without the customer on the phone On May 21, 2015, Ms [redacted] contacted our customer service department stating her confirmation was not received and requested we email a copy of the reservationItinerary [redacted] was cancelled outside of penalty on May 21, which resulted in the deposit of $being refunded by the vendorOn June 3, 2015, to advocate further on Ms***’s behalf, we contacted the [redacted] to request a refund for the first reservation booked by Ms***, itinerary [redacted] , in the amount of $146.68, but our request was denied The hotel confirmed the booking was marked as a “no-show” and will be charged the penalty which is equal to a one-night stay While we regret Ms***’s experience was not what we would hope, we are unable to provide the customer with a refund or any compensation as it relates to this matter We thank you for allowing us 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, [redacted] ***Tier Customer Service
Complaint: [redacted] I am rejecting this response because: hello dear rep at Revdex.com they still continue to play games BECAUSE MY CASE IS NOT A REFUND IS A DAMAGES CREATED BY EXPIDIA BECAUSE THEY NEVER BOOKT MY RESERVATION CORRECTLY ,their for I had no choice ,so I booked another reservation with fanjet vacation and the damages was a deference I had to pay to fanjet ,and if expedia gave proper and correct reservation but expidia they did mess up my booking .the email I provided to expedia is ,,, [redacted] @yahoo.com ,my phone number is [redacted] Sincerely, [redacted]
Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear Mr [redacted] did not accept our response and/or resolution offered Expedia found no calls from the customerSince the flight was used, Expedia will not honor the request for the refund Expedia 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
October 11, 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 collection letter We understand Mr [redacted] is requesting Expedia to stop the collection disputeOn October 6, 2016, we received receipt of the Revdex.com complaint Our records reflect on January 25, 2016, the customer self-booked a package reservation for [redacted] and Rocco [redacted] Travel was on American Airlines, departing February 11, 2016, from Denver, Colorado to Phoenix, Arizona; returning on February 15, 2016, from Phoenix, Arizona to Denver, ColoradoThe package includes a hotel stay at the Econo Lodge at Metro CenterThe package also includes the Expedia Vacation Waiver Since the customer has disputed the charges with their credit card company and the credit card company have advised the customer that they were refunded for the amount The customer can contact Receivable Management Services at 1-800-613-to stop the collection dispute We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
October 24, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint [redacted] (Revdex.com case number [redacted] ) regarding a refund Our records indicate that on August 7, 2017, Mr [redacted] or an authorized user of his account booked a one night online via Expedia.com at the Double Tree Suites by Hilton Anaheim Resort – Conv Cntr, checking in on August 12, 2013, and checking out on August 13, 2017, itinerary [redacted] The reservation was a “hotel collect” reservation, meaning any funds would be collected directly by the propertyExpedia did not collect any funds on this reservation We understand from Mr [redacted] ’ complaint that he could cancel his reservation before August 11, 2017, at 11:PM and is requesting a refund Upon receipt of Mr [redacted] ’ complaint, we investigated the issues which were brought to our attentionOn October 24, 2017, Expedia processed a refund in the amount of $to the original form of paymentThe time it takes to receive said refund will depend on Mr [redacted] ’ credit card company or banking institutionWe ask that Mr [redacted] please allow at least two billing cycles Again, 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, LaToya J [redacted] Corporate Customer Service
Revdex.com May 03, 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.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 attention Expedia.com is 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 flight reservation We understand Ms [redacted] is requesting a refund of $2,050.32USD, which the customer acknowledged he canceled the booking via Lufthansa’s by mistake Per the customer, he contacted Expedia.com customer service and he was advised the refund would be applied to his credit card within to business days However, per the customer, after him and his wife have called Expedia.com several times, they were given a different resolution for the issue but no refund has been processed by Expedia.com Mr [redacted] stated the agency’s agents advised they needed a waiver from Lufthansa in order to process the refund, but the customer did not receive a confirmation of the reimbursementOn April 13, 2016, we received receipt of the Revdex.com complaint Our records indicate on March 30, 2016, the customer self-booked a flight reservation for [redacted] * [redacted] and [redacted] * [redacted] - [redacted] via Expedia.com website, itinerary [redacted] and PNR FIBKJS with Lufthansa (LH), for a total of $2,050.32USD Departure is on September 06, 2016, from Boston to AthensReturn is on September 15, from Athens to Boston Our records indicate, on March 31, 2016, Mr [redacted] canceled the reservation directly via Lufthansa’s websiteThe airline sent a notification of the cancelation to Expedia.com, and our system accepted the cancelation However, per the airline’s policy, as the booking was purchased directly with Expedia.com, the customer should have contacted Expedia.com to cancel the ticketsTherefore, the airline did not process the refund on March 31, On April 6, 2016, and April 9, 2016, Mr [redacted] contacted the Expedia.com customer service department regarding the refund request Our agents were prevented from assisting the customer, as the airline refund department was closed and Expedia.com needed a waiver from the airline in order to request a full refund of the booking, as the cancelation had been made by the customer on Lufthansa’s website Mr [redacted] spoke to two agents, who advised Mr [redacted] per the airline’s policy, that Expedia.com could only proceed with the refund request after the airline provided a waiver code, as the customer had canceled the booking via the airline’s website the customer asked to be escalated to a manager On April 9, 2016, during the last contact of Mr [redacted] with Expedia.com customer service via phone, an agent from our corporate office advised the customer to call us back on Monday (April 11, 2016), in order to follow up on the case The agent acknowledged that the airline’s hours were Monday to Friday from 10:00AM to 6:00PM; however, per our records we have confirmed Mr [redacted] did not contact Expedia.com past April 09, Even though, the customer did not follow up on the case, our agents verified the airline had changed the ticket status to refunded; therefore no further action could be taken from Expedia.com as the airline had taken control of the ticket In reviewing the customer’s account, we have confirmed with Lufthansa Ms***’s tickets were refunded by the airline on April 22, Per the vendor, as the ticket was canceled within the first of the purchase, the airline should have processed a full refund of the tickets, but the refund timing depends on how long the customer’s bank takes to process the refund As 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 Lufthansa was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card); therefore, Expedia could not submit Mr***’s refund request to the airline without the carrier’s approval at the time the customer contacted our customer service department We have verified via Lufthansa’s website that the refund confirmation can only be sent to the credit card holderIf Mr [redacted] has not received the airline refund up to this date, we kindly advise Mr [redacted] to summit a request of the refund receipt to the airline via Lufthansa’s websiteThe refund receipt will allow the customer to dispute the refund directly with his bank 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, Misleide B [redacted] Tier Customer Service
May 12, Revdex.com Alaska, Oregon & Western Washington Complaint Department 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 Dr [redacted] (Revdex.com case number [redacted] ) regarding an Expedia reservationThe information provided in the customer’s comment was not linked to an accountAt this time we are requesting the customer please provide the itinerary number and the email address used to make the reservationIn addition, Expedia is asking for the customer to address the issue more specificallyDr [redacted] may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist furtherWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
January 18, 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 attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding Expedia promotional emails We understand Ms [redacted] is requesting that they stop receiving the Expedia promotion emailsOn January 10, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 10, 2017, the customer contacted Expedia via email requesting that they stop receiving the Expedia promotional emailsExpedia replied to the customer advising that the cancellation request may take up to days to processExpedia provided the customer with the steps on how to stop the emails In reviewing the customer’s account, the customer’s email was removedExpedia has also forward the customer’s request to our marketing departmentPlease be advised it may take up to two months for the promotional emails to stop We regret any inconvenience that this may have caused and would like to assure you that your business is important to us 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
September 21, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the hotel price guarantee refund request Our records show on June 21, 2015, Mr [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted] , with a chedate as August 16, We understand from Mr [redacted] complaint, he was advised to submit proof of payment to the hotel once travel was completed to receive a hotel price guarantee refund in the amount of $The customer also state that after several attempts to resolve this issue with Expedia customer service agents, a refund has yet to be processedMr [redacted] is requesting a hotel price guarantee refund of $as promised by Expedia.Upon researching the customer’s complaint, we can confirm as of September 2, 2015, when Mr [redacted] brought this matter to our attention, a hotel price guarantee refund in the amount of $was processed back to the original form of payment.Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved to Mr [redacted] desired outcome, Expedia considers this matter closed.We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Angel A [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:there was nothing in the message from the businessSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: EXPEDIA IS NOW CLAIMING THAT THEIR MEANING BEHIND "FREE CANCELLATION WITHIN HOURS, AFTER HOURS RULES APPLY" IS THAT THEY WON'T CHARGE YOU TO ASSIST WITH CANCELLING THE RESERVATION DURING THE FIRST HOURS, WHICH IMPLIES THAT THEY CHARGE A FEE TO ASSIST WITH A CANCELLATION AFTER HOURS, WHICH IS NOT WHAT THEY STATE ON THEIR WEBSITETHE WEBSITE SAYS THEY NEVER CHARGE A FEE, IN WHICH CASE BY THEIR LOGIC, THE "FREE CANCELLATION WITHIN HOURS" REFERS ONLY TO THEM NOT CHARGING A FEE (BUT DOESN'T GUARANTEE THAT THE HOTEL OR AIRLINE YOU BOOK WILL PROVIDE A REFUND)THERE WOULD BE NO REASON TO PLACE THIS STATEMENT AT THE TOP AND JUST ABOVE THE "CONTINUE BOOKING" IF IN FACT THAT WERE THE MEANING, SINCE THEY COULD ALSO STATE "FREE CANCELLATION ANYTIME" (SINCE THEY NEVER CHARGE A FEE TO ASSIST WITH CANCELLATIONSNO REASONABLE PERSON WOULD CONSIDER THEIR WEBSITE STATEMENT TO MEAN ANYTHING OTHER THAN THAT YOU WILL RECEIVE A FULL REFUND WITHIN FIRST HOURS AFTER BOOKING, SINCE THEREAFTER IT SAYS RULES APPLYA FORMAL COMPLAINT WILL BE FILED WITH THE WASHINGTON STATE ATTORNEY GENERAL FOR DECEPTIVE ADVERTISING AND BUSINESS PRACTISES BASED ON THEIR ANSWER AND FAILURE TO ISSUE A FULL REFUND Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I cannot accept Expedias response and at the moment it's actually just the principalI actually booked another hotel through Expedia for the same day and was able to change it by calling the hotelThis was after I was able to cancel my hotelI never cancelled it late and if I did Expedia would never entertain even refunding meI've been working hotels as a front desk agent for years and I know all the practicesI'm appalled that Expedia is saying that I cancelled late and and are going to extreme lengths to cover up there mistakesI will never ever in my life use this disgraceful company Sincerely, [redacted]
May 20, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the flight reservation exchange issues Our records show on April 28, 2017, with the assistance of a sale agent, Ms [redacted] booked an Expedia.com flight and hotel package reservation via booking number [redacted] , with travel dates as October 6, We understand from Ms [redacted] ’s complaint, both of the passengers names were booked incorrectly for the flights and after contacting customer support, no proper resolution was providedThe customer is requesting a full refund or a name correction to be processed Upon researching the customer’s complaint, we can confirm on May 3, 2017, when Ms [redacted] brought this matter to our attentionExpedia proceeded to advocate on the customer’s behalf by contacting the airline regarding the name correctionsThe airline approved a name correction for the second passenger and Expedia processed a name change as requested by Ms [redacted] We can also confirm, the airline denied the entire name correction for the first passenger since it is against their change and cancelation policiesWe can verify the name for the first passenger was booked as Ms [redacted] requested it at the time of bookingThe customer was also advised a new ticket would need to be purchased Further research shows, Ms [redacted] requested to cancel the hotel portion of the package reservation and a full refund was providedMs [redacted] was also provided with a $Expedia Travel coupon for any inconvenience encountered with the reservation Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendorExpedia can only advocate on the customer’s behalf related to airline name change requestsBased on the information provided above, we are unable to honor Ms [redacted] ’s request for a refund or name correction We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Corporation Customer Service
First and foremost I want to say thank you to Revdex.com and Expedia Iwill accept this response but if you look at the time of self booking I was on the phone with an customer service agent and he is the one who told me the flights were JetBlue owned not AzulIt was around the use time of booking I was about two hours into the conversationHe was a good rep he just gave me the wrong information on who actually owned the flightsBut I am not going to escalate this any further I do appreciate everything and thanks for returning the for hotel and the for flight if possible can you please send me email confirmation so I have it documented please and thank you.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]
July 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Case ID O- [redacted] Revdex.com Complaint # [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 failed booking attempts We understand the customer is requesting compensation due to difficulty getting signed in to make a booking Expedia regrets the customer was unable to access their account to make a booking, however accounts are self-service and agents do not have access to customer’s login information even to assist in processing changes The customer must maintain their own account and no blocking of a customer’s password or login would be possible We are sorry the customer was having technical difficulty, but we cannot be responsible for individual online access We also apologize for any lack of service the customer experienced There are times when high call volumes can cause longer than hold times, when trying to reach a booking agentIt is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available Although we do regret any frustration the customer experienced, we are unable to offer compensation for technical or access issues 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
Complaint: [redacted] I am rejecting this response because: As a Las Vegas Hotel manager I am fully aware of the compensation Expedia is receiving for providing the service as the contracted rate between a vendor such as [redacted] or [redacted] and Expedia differs from what the vendor charges the costumer directlyExpedia also receives a commission as a travel agency to provide the serviceBy receiving financial benefits from a transaction as a third party, they must assume a certain level of responsibility and liberalityWhen we contacted [redacted] regarding the issue we were told that flight has been booked via a third party and [redacted] is unable to adjust the payment as it was not received from us directly the game of "you booked your reservation through a third party so contact them" and "We are just a third party and have no control" is an old game played by almost every hospitality venue around the world but it is difficult to hear when a reputable company who claims to have A+ rating utilizes such a cheap excuseWe were told we can not change anything on this reservation as the hour window has passedWe attempted to change room type the very next day and were wiling to pay the $difference however Expedia did not offer the changeexcuse back then was in order to change the room type we have to cancel the reservation and make a new one yet our reservation has been changed times without our input or permission Sincerely, [redacted]
July 27, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refund On July 16, 2016, we received receipt of the Revdex.com complaint Our records reflect on July 15, 2016, the customer self-booked a one-way flight reservation using Expedia.com The customer is stating, they contacted Expedia to cancel the reservation The customer is also stating, they were advised by Expedia; they were encountering an error and were not able to cancel the reservation Upon further researching this matter, we can confirm on July 16, 2016, the customer contacted Expedia wanting to cancel the flight reservation Expedia advised they were encountering a system error Expedia advised the customer, they would need to contact the airline; due to the airline had changed the ticket status Expedia contacted Swiss International Air Lines, they advised, they were able to change the ticket back to open In reviewing the customer’s account the ticket was canceled and voided on July 16, The amount of $was a pending authorization and would have fallen off the customer’s credit card or bank account within to hours Expedia requests for the customer to review his billing statement for July Expedia serves as a third-party intermediary for travel providers such as hotels, care rental agencies, and airlines, and are subject to the rules and restrictions of those providers When a customer makes a purchase, Expedia applies a credit authorization toward the credit card to determine if the card is validThis is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from Expedia We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: clearly it makes no sense, and Expedia is simply throwing up their hands and saying we have nothing to do with thisI do not wish to pursue this complaint any longer because it is a complete waste of timeI have been a customer of Expedia for many yearsTheir previous statements that they tried to contact me and do not know how to contact me etcare clearly bogus because they have all my contact information including my phone numbers, email ids, passport numbers and those of my family membersI have purchased numerous flights and hotel nights, and car reservations through themTo be fair, this is the first time that I have had such an experience with Expedia - however, it has left a bad tasteI have taken my business to other vendors, and have secured the hotel reservations in Playa del Carmen I was looking for It is really sad to say that I no longer trust Expedia, but that's where I am Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and while it would be preferable if they were organized enough to find their emails to me and apologize for not following through earlier, I accept the reimbursement and let's leave it at thatSincerely, [redacted]
Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight We understand [redacted] is requesting a refund We are still researching the customer complaint and we will respond by October 3, If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service