Worldwide Travel Exchange

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]

Complaint: [redacted] I am rejecting this response because:This complaint has nothing to do with airline travelIt is very clear that the company did not review the complaint carefullyThis is in regard to an unpleasant hotel stay and how Expedia is negligently handling my request for a refundExpedia is trying to negate the fact that they are responsible for expediting the refund back to my credit/debit cardThe money was deducted by Expedia an needs to be returned by ExpediaI suggest that they review the information again and my request for the full refund of my stay still standsSincerely, [redacted] ***

August 11, 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding her 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 case Sincerely, Tier Customer Service

August 10, 2015 RevDex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear RevDex.com, Thank you for forwarding the BBB consumer rebuttal from [redacted] (BBB case [redacted] ). We regret to hear Mr. [redacted] did not accept our response and/or resolution offered. As stated in our previous response, [redacted] was the Merchant of Record and the company that charged the customer’s credit card. They have advised us the refund was processed and credit back to the customer. Expedia serves only as a third party intermediary. We are unable to provide a refund on services where we are not the merchant. We can only advocate further with the [redacted] to determine the delay in the refund. When the airline processes a refund, it normally takes up to three billing cycle to reflect on the statement. In order to advocate further, we ask that the customer review his last three credit card statement to determine if the refund has been credited. If not, the customer may submit a copy of the statements and we will review for further action. The customer needs to omit any personal information on the statement. . We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Britt M [redacted] Tier 3 Customer Service

August 24, 2015RevDex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear RevDex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the BBB allowing us to address the comments and concerns... which have been brought to our attention. Expedia, Inc. 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] (BBB case number [redacted] ) regarding their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed from the airlines to provide an appropriate reply. At this time, we respectfully request additional time from the BBB as further research is needed for this case. We will submit our final reply via the BBB's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier 3 Customer Service

May 15,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com
allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr*** *** *** (Revdex.com case ID ***) regarding a flight reservation
Our records indicate on March 8, 2015, the customer self-booked a non-refundable roundtrip flight reservation using the Expedia.com websiteTravel was with *** *** as the validating carrier from Dallas, Texas to Miami, Florida departing May 7, 2015, and returning May 11, We understand from the complaint, the customer is requesting a refund
Upon receipt of the Revdex.com submission, we have verified on May 4, 2015, the customer contacted Expedia requesting to change the name of one of the travelers and also stated a death in the familyExpedia serves as a third party agency for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendorsEach airline has its own specific set of policies and procedures as does each ticket purchased*** *** and ** *** were the operating carriers and merchant of record (the entities that received the customer’s funds and the company charging the customer’s credit card)At that time the assisting representative advised the customer of the airline’s terms and conditions that were agreed to at the time of his booking and which can be found on the customer’s itinerary:
• TICKET IS NON-REFUNDABLE
• NAME CHANGES ARE NOT ALLOWED
• TICKET HAS NO VALUE UNLESS PASSENGER CANCELS
TICKETED FLIGHT RESERVATIONS PRIOR TO TICKETED
DEPARTURE TIME
CHANGES
• CHARGE USD FOR REISSUE
• IN THE CASE OF THE DEATH OF THE PASSENGER/
IMMEDIATE FAMILY MEMBER/ OR A TRAVELING
COMPANION/ THE SERVICE CHARGE MAY BE WAIVED OR THE
TICKET REFUNDED PROVIDED A COPY OF THE DEATH
CERTIFICATE IS PRESENTED TO AAREFUND WILL BE IN
THE FORM OF A NONREFUNDABLE TRANSPORTATION VOUCHER
THAT MAY BE USED FOR FUTURE TRAVEL ON AA ONLYIN
THE CASE OF THE PASSENGER/S DEATH THE REFUND WILL
BE TO THE PASSENGER/S ESTATE VIA THE ORIGINAL FORM
OF PAYMENTALL REFUND REQUESTS MUST BE SENT TO
AA PASSENGER REFUNDS
The customer advised the assisting agent to not cancel the reservationExpedia sent the customer an e-mail with instructions regarding how to submit the death certificate to the airlines directly as per the airlines policies
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: ***I am rejecting this response because: I never received a refund from the airline at anytime and when I contacted my bank they told me I had to contact the agency I booked reservations with.Sincerely,*** ***

May 12, 2015 Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Incregarding an issue from our customer. We appreciate the Revdex.com allowing
us to addressthe comments and concerns which have been brought to our attention. Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from you. Expedia, Incisresponding to the consumer complaint from *** *** (Revdex.com case number ***)regarding a hotel reservation. Weunderstand Ms*** was requesting assistance in changing her reservationdetails and securing refunds for the rooms in question. On October 20, 2014the customer booked an online reservation for eight rooms at the *** *** at *** ***, Las Vegas Nevada to arrive May 17, and checking out May21, 2015. Our records reflectthis matter was resolved on May 07, 2015, when an agent assisted the customerin making the desired changes to her itinerary # *** and processedseveral refunds which totaled $2887.36. Thetime it takes to post the refund to her account depends on how quickly hercredit card company processes refunds. We thank you forallowing us the opportunity to address the issues that were brought to ourattention. If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, *** *** Tier CustomerService

Complaint: ***I am rejecting this response because: as I have stated before I never received a refund from the airline at any timeIf this refund occurred I wouldn't have had anything to complain aboutI can provide any bank statements you need to prove that no refund was ever receivedAnd if info have to get my refund from the airline who do I contact?Sincerely,*** ***

July 7,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com
allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Our records reflect that on June 19, 2015, *** *** booked a one-night stay at the *** * *** *** from June 28, 2015, through June 29, We understand from Ms*** complaint that she intended to book her reservation for a June 23, 2015, check inMs*** stated that the system defaulted causing the wrong date to be bookedMs*** initially requested that we change the date of her check in to June 23,
On July 7, 2015, our office contacted the *** * to inquire if the reservation was used by Ms*** or notWe were informed that she checked in on June 28, 2015, and checked out on June 29, As such, this matter is considered resolved
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Tier Customer Service

July 20,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the RevDex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint for Ms*** ***-*** (Revdex.com case number ***) regarding a flight reservation
Our records indicate that on May 29, 2015, the customer self-booked a nonrefundable flight reservation for two travelers using Expedia’s website, itinerary ***Travel was with *** from Toronto, Canada to Kingston, Jamaica, departing on June 14, 2015, and returning on June 28, Ms***-*** states she booked the reservation for a departure on June 24, 2015, and return on June 28, 2015, and that Expedia’s website changed the datesShe is requesting a refund of the booking
We have verified Expedia was contacted several times in regards of this issueOn June 14, 2015, a call was escalated to Expedia’s corporate customer service team and the assisting representative communicated with the airline on the customer’s behalfDue to the travelers not showing for the flight on June 14, 2015, *** flagged their tickets as “no show”However, Expedia was advised that the travelers were provided with a discounted fare by *** when booking a new itinerary for their desired dates
In addition, by utilizing a program showing what the customer sees during their booking process, we have verified Ms***-*** searched and booked this itinerary for departure on June 14, 2015, and return on June 28, By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details are correctDuring the booking process and right before the reservation is completed the booking details are displayed for confirmationExpedia’s website did not change the booking dates, they were reserved as selected
At the time of booking the customer agreed to the following airline imposed rules and restrictions, associated with this reservation:
CANCELLATIONS:
BEFORE DEPARTURE: TICKET IS NON-REFUNDABLE
CANCELLATIONS ARE ALLOWED UP TO HOURS BEFORE DEPARTURE
RESERVATIONS CANCELLED LESS THAN HOURS BEFORE DEPARTURE ARE NOT CREDITABLE OR REFUNDABLE
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*** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines
While we regret Ms***-*** experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to provide a refund of this reservation
We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Lidiya N***
Tier Customer Service

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 is responding to the consumer
complaint from *** * *** (Revdex.com case number ***) regarding her 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 case
Sincerely,
Tier Customer Service

Revdex.com:This case was already settled in court. Thank you.

October 14, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. 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, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package reservation.  We understand the customer is seeking to cancel their package for a full refund due to misinformation regarding obtaining required travel documentation. On October 14, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate on September 27, 2015, the customer booked a package reservation with an Expedia representative, itinerary number [redacted]. Flights were on [redacted] departing San Diego, California to Rio de Janeiro, Brazil, on October 17, 2015, and returning on October 23, 2015. The hotel reservation was for the [redacted] in Rio de Janeiro, Brazil, checking in on October 17, 2015 and checking out on October 23, 2015.
We can confirm the customer contacted us on September 30, 2015, requesting a full refund due to an agent error. Upon further review, we can confirm this matter was resolved on October 13, 2015.  A full refund of $1648.13 was processed back to the customer’s original form of payment. The time it takes to post depends on how quickly the customer’s bank processes refunds. We regret the inconvenience the customer experienced regarding this matter.
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,
Britt M[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:I rearranged work and vacation plans to use the hotel date I paid for on June 28 rather than June 23. I had to break up my trip to Charlotte into two parts. I did this because I knew I would not get any other resolution than the one I created. So, no, the issue is not resolved. expedia needs to be accessible to its customers who have problems. Expedia should at the very least have a one hour window to change reservations if a customer catches a mistake like this immediately. The very fact that this business considers this resolved shows their complete lack of concern for customer service. Do they care that a computer messed up my reservation or that I could not contact them about it?  They have not replied to my email.  I am left assured they do not believe in resolving consumer complaints. Their Revdex.com rating needs to reflect this. In hopes they improve, [redacted]

Complaint: [redacted]I am rejecting this response because:This complaint has nothing to do with airline travel. It is very clear that the company did not review the complaint carefully. This is in regard to an unpleasant hotel stay and how Expedia is negligently handling my request for a refund. Expedia is trying to negate the fact that they are responsible for expediting the refund back to my credit/debit card. The money was deducted by Expedia an needs to be returned by Expedia. I suggest that they review the information again and my request for the full refund of my stay still stands. Sincerely,[redacted]

August 11, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. 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 responding to the consumer complaint from [redacted] [redacted] (Revdex.com case number [redacted]) regarding her reservation.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
 
Tier 3 Customer Service<

Expedia, Inc is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservation.  We understand Ms. [redacted] is requesting a refund.Our records indicate the customer self-booked two hotel reservations for stay at the Sheraton Atlanta Downtown, checking in August 1, 2015, under itinerary #[redacted] and checking in August 2, 2015, under itinerary #[redacted].Upon researching this matter, our records reflect this matter was resolved on August 26, 2015. Ms. [redacted] was provided a full refund in the amount of $117.88 for itinerary #[redacted] and $101.62 for itinerary #[redacted].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,Tier 3 Customer Service

July 28, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. 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, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand the customer is requesting a refund for their flight reservation. On July 28, 2015, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint. The customer could not be reached and a voicemail was left.
 Our records indicate on May 8, 2015, the customer self-booked a flight reservation, itinerary number [redacted], on Expedia website. Travel was on [redacted], departing Nashville, Tennessee to New York, New York on May 10, 2015.  We can confirm the customer contacted us on May 9, 2015, to void this reservation.
We have verified this reservation was cancelled on May 9, 2015. Based on the cancellation policy, the customer met the courtesy 24-hour cancellation timeframe and the tickets were voided. 
The services provided by Expedia are that of a third party intermediary. The airline, [redacted], is the merchant of record (i.e. the company who charged the customer’s credit card) and as such accepted the funds for Mr. [redacted] purchase., As [redacted] was the merchant of record, they are also the party who processed the refund to the customer; Expedia does not have access to transactions where charges and refunds are not processed by our company.
 
On July 28, 2015, we contacted [redacted] on the customer’s behalf. [redacted] confirmed the refund has been processed back to the customer’s original form of payment on May 9, 2015. They advised us to inform the customer to contact his banking institution for the refund status.
 
 
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,
Britt M[redacted]Tier 3 Customer Service

August 10, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com case [redacted]).  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
As stated in our previous response, [redacted] was the Merchant of Record and the company that charged the customer’s credit card. They have advised us the refund was processed and credit back to the customer. Expedia serves only as a third party intermediary. We are unable to provide a refund on services where we are not the merchant. We can only advocate further with the [redacted] to determine the delay in the refund.
When the airline processes a refund, it normally takes up to three billing cycle to reflect on the statement. In order to advocate further, we ask that the customer review his last three credit card statement to determine if the refund has been credited. If not, the customer may submit a copy of the statements and we will review for further action. The customer needs to omit any personal information on the statement. .
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Britt M[redacted]
Tier 3 Customer Service