Expedia Inc

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. Thank you for the integral part you played in resolving this issue. It would not have been without you. Much appreciated!!Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: Ms. K[redacted] called on Thursday April 21st at 11:08am. Flight prices are usually much higher if searched from Thursday to Sunday. I highlighted to Ms. K** that the price she was quoting me at that time was higher than the price I found. I noted that I just want to use my flight credit and did not want to pay any additional money to Expedia given the level of difficulty and frustration they have created. Ms. K[redacted] suggested that I call back and ask to be transferred to the corporate office for someone to assist me when I find a suitable price. I highlighted all prior issues I've had trying to be transferred, and ask for Ms. K[redacted] to provide the direct corporate number instead of being transferred. She told me that she couldn't provide the direct number because it is Expedia's policy to go through the general 800 number.
I appreciate Ms. K[redacted] effort but it doesn't help me. I believe that if Expedia is genuinely trying to resolve this problem then there shouldn't be an issue sharing their corporate office number. There is almost a 100% certainty that I will be given the run around again if I call back the 800 number. This is my money and I should be able to go online and book the flight I want without a hassle. This ongoing issue has already spoiled the joy of vacationing for me and my family.
I am kindly asking the Better Business Buro to keep the case open until I am able to get someone on the line who can book the flights for me. I will try calling again next week between Monday and Wednesday. Thank you for your consideration
 
 
Sincerely and best regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:Complaint: [redacted]I am rejecting this response because:
Again, I believe what they are saying is not true.  I believe Expedia DOES NOT makes every effort to ensure that their customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing.  If you like I can provide another screen shot of the next page after you click on continue.  It will show the same guarantee which you can click on for details and it clearly states, "After 24 hours standard cancellation policies apply."  Which indicates that the details contained in the cancellation policy only need to be reviewed if you are concerned about cancelling after the 24 hours. 
Honestly, what good does the 24 hr cancellation guarantee do for ANYONE, if when you do cancel, you are charged a large cancellation fee.  I needed to check a few more details before I finalized my trip, but they enticed me with no risk guarantee.   When I found out the date would not work I had to cancel.
Since Expedia is a third party(selling airline travel and hotels), and they are unable to make this promise (or guarantee), then perhaps they should not make it.  If they are claiming they have fine print somewhere taking this guarantee away, then I believe most reasonable people would find this dishonest or disingenuous.  Sincerely,[redacted]

August 2, 2017
 
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our customer.  We...

appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Ms. [redacted] is requesting that Expedia honor the prices online. On July 28, 2017, we received receipt of the Revdex.com complaint.
The customer is stating that she has been unable to book a reservation due to changes in prices.
Expedia works from a live inventory and prices and/or availability can fluctuate.  The reservation is not confirmed, until it is booked or ticketed.
 
Expedia strives to provide the highest level of customer service. We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customer’s concern. However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers.
 
Based on the above, Expedia is unable to honor the prices.
 
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

November 9, 2016
 
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, 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 Mr. [redacted] (Revdex.com case number [redacted]) regarding a   We understand Mr. [redacted] is expressing concern about actions of a rental car company.
 
Our records reflect on October 17, 2016 the customer contacted Expedia.com to book a rental car to pick up on October 17, 2016 in Miami Florida and returning on October 18, 2016.  The rental was arranged through [redacted]. 
 
The customer states they believed the rental was to be picked up at the Miami airport, however we so show the Expedia Itinerary sent to the customer provides the following information from the vendor:
 
MIAMI CUSTOMERS WILL BE PICKED UP AT THE RENTAL CAR CENTER FLOOR 4, DOOR 4 AT THE SHUTTLE BUS AREA. PLEASE ONCE AT THE PICK UP AREA CALL US AT OUR TOLL FREE [redacted]. ALSO YOU CAN REACH US AT [redacted].
 
Mr. [redacted] states the vendor also tried to increase the price quoted so Mr. [redacted] requested that the reservation be cancelled.  Expedia contacted the vendor on behalf of the customer and they advised they would cancel the itinerary but intended to charge the customer a cancellation no-show fee. 
 
While Expedia cannot refund the money, as the vendor, [redacted], was the billing party; we regret the inconvenience this matter has caused our valued customer. 
 
As a courtesy, we have provided Mr. [redacted]’s online Expedia account with a $50.00 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 Package. The coupon is valid for one year from the date of issue and is immediately accessible within his Expedia account. We hope he will allow us the opportunity to improve upon his 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 3 Customer Service

February 2, 2017 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 time...

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 ID [redacted]) regarding a Best Price Guarantee submission. On January 28, 2017, Expedia processed a refund in the amount of $14.22 back to the customer’s original form of payment. In addition, the customer’s $50 Expedia Travel Coupon will be added to their account within 3 to 4 weeks after the qualifying travel itinerary has been completed. On February 2, 2017, Expedia refunded an additional amount of $105.96 back to the customer’s original form of payment. We apologize for any inconvenience that may have occurred due to the delay. 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, Lisa S[redacted] Corporate Customer Service

December 7, 2016
 
 
Revdex.com
Alaska, Oregon, & Western Washington
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Ms. [redacted] is requesting a refund. On December 2, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on May 5, 2016, the customer self-booked a package reservation for [redacted], [redacted] and [redacted]. Travel is on Dynamic Airways, departing January 21, 2017, from New York to Cancun, Mexico; returning on January 25, 2017, from Cancun, Mexico to New York. The package includes a hotel stay at the Golden Parnassus Resort & Spa All Inclusive. The package includes the Package Protection Plan. The customer is stating that the flight was canceled; however the customer has not received the refund for the flight reservation.
 
Upon further researching this matter, we can confirm on August 30, 2016, the customer contacted Expedia advising that their flight was canceled. Expedia contacted the airline; they confirmed the flight was canceled and could not provide the customer with another flight.
 
Dynamic Airways authorized the cancellation and advised Expedia to submit the refund request for the flight. Expedia advised the customer and agreed to cancel the reservation.
 
Expedia canceled the hotel reservation and refunded the customer in the amount of $1,252.04. Expedia refunded the customer for the Package Protection Plan in the amount of $100.00. Expedia submitted the request for the refund for the flight.
 
On December 7, 2016, Expedia contacted the airline on the customer’s behalf; they advised the customer was refunded on October 4, 2016, onto the original form of payment ending in [redacted].
 
Expedia request that the customer review their billing statement for October 2016.
 
Since the airline has processed the refund back to the customer. Expedia cannot honor the request for the refund.  Expedia considers this matter as closed and will no longer address this matter any further.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because it shouldn't take 6 weeks to look into a simple refund case for a 'Gold Member' with no exact date as to when this will be resolved. Sincerely,[redacted]

August 16, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted].  We regret to hear that the customer did not accept our response and/or resolution offered.
 
We have further researched Revdex.com case number [redacted] regarding questions about the Expedia Loyalty account for [redacted]. 
 
Further research shows that Itinerary # [redacted] was booked on April 1, 2016 by [redacted] , a listed user on Mr. [redacted]’s account,  and the email [redacted]@yandex.com was used on this booking. The email in the account may have inadvertently been changed at the time this booking was made, but we do not keep a log of account changes.
 
Although Mr. [redacted] is still insisting that Expedia change the email address in his account, it is expressly against Expedia policy for an agent to change a customer’s email address.  His account is still active under his name and address, there are still points available in the account, and it is still a gold + account.  He can access it by going to Expedia.com and accessing the account by entering his Account ID, [redacted].  At that point he has the ability to change the email address to whatever he would prefer it to be.   The account is also accessible by entering the email address [redacted]@yandex.com in the Expedia.com site, which will also take him to the account and again, he would have access to change his email address. 
 
If he does not want to access his account and make the change to his email address, then we will not be able to assist him any further.  Expedia has provided all information available regarding this matter. 
 
Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attention. As this matter has been resolved, we respectfully request the Revdex.com close this case. 
 
If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 – Customer Service
Expedia, Inc.

September 25, 2017
 
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 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 complaint #[redacted]) regarding the contract issues and refund request. 
 
Our records show on February 9, 2017, Mr. [redacted] self-booked an Expedia.com non-refundable cruise reservation via booking number HXHV8X, sailing with Holland American Cruises on March 24, 2018 for a total of $799.00. We understand from Mr. [redacted]’s complaint, he decided to cancel the cruise reservation and was advised a penalty of $600.00 would be kept by Holland American due to the non-refundable booking. The customer also stated the cancelation policy was not provided at the time of booking or on the booking confirmation email. Mr. [redacted] is requesting a refund for the deposit due to a possible site error.
 
Upon researching the Mr. [redacted]’s complaint, we can confirm on September 19, 2017, Expedia proceeded to advocate on the customer’s behalf by contacting Holland America. Expedia was informed the $600.00 penalty would be waived and refunded back to the customer’s original form of payment.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a refund has been processed by Holland America and the issue has been resolved to Mr. [redacted]’s 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]
Corporate Customer Service

April 28, 2017 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 time...

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 ID number [redacted]) regarding a flight reservation. Upon receipt of the Revdex.com submission, it appears this issue was resolved on April 18, 2017. Please note that from time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia is an online travel website, which gives the customer the capability to choose the dates, flights, and airlines of their choice. Each airline has its own specific set of policies and procedures as does each ticket purchased. Delta Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card)not Expedia. In addition, Expedia has no control over when, or how often, airline initiated schedule changes occur. Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies. If your issue has not been resolved, please contact our Customer Service Department at 1-800-EXPEDIA (1-800-397-3342) as soon as possible; you will need to be on the line as the airline may offer options available. Our agents are available 24 hours a day, seven days a week. Sincerely, Lisa S[redacted] Corporate Customer Service

October 5, 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 due to our Best Price Guarantee. On October 5, 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 September 9, 2015, the customer booked a flight reservation with an Expedia representative, itinerary number [redacted]. Travel was booked for one traveler from San Antonio, Texas to Chicago, Illinois, departing on September 24, 2015, on [redacted] and returning on September 26, 2015 on [redacted] The total amount paid for the reservation was $339.70. We can confirm the customer submitted the Best Price Guarantee claim online on September 10, 2015, 2015 and the claim was denied on September10, 2015.
Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and subject to the rules and restrictions of those providers.  As a third party intermediary, we work from a live inventory.  The flight availability and prices are all provided to us by the airlines. Once a flight is purchased, the airline updates the inventory with the latest availability; thus prices can change. In addition, the booking and ticket price are not finalized until the ticket is issued.
Per the terms & conditions of Expedia’s Best Price Guarantee, in order for the lower price to be honored, the lower price must be available for booking at the time of contact for verification purposes.. When Ms. [redacted] submitted her claim, our representative had to validate the price of the flights and the availability of the flights. During this verification process, Expedia was unable to locate, the lower price. As a result the claim was denied.  We stand by our previous decision and will not be honoring the customer’s Best Price Guarantee claim.
The full terms and conditions of Expedia’s Best Price Guarantee can be reviewed at any time by clicking the following link: http://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg
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:Expedia has been asking for time since the first time I contacted the customer service department to have this mistake from their end corrected. I have called and written to them on Facebook and I have never gotten a response. They bought time to have my 24 hour expire and have me pay the fee assessed for airline changes. On Expedia's Facebook page there are other customers with the same complaint as mine which does not make this the only case.  
I will soon be traveling and would like this resolved. I'm not asking for much just for Expedia to own up to their mistake. There was obviously a glitch in their system when I'm not the only one complaining about this.
Sincerely,[redacted]

May 31, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  Expedia Case [redacted]Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted]’s complaint she is requesting a refund of her recently purchased flight reservation.Our records indicate on March 18, 2017 the customer self-booked a package reservations online. The customers round-trip flights are operated by Ethiopian Airlines are scheduled to depart from Dubai to Cape Town on March 24, 2017 and returning from March 31, 2017. The customer also purchase a “Package Protection Plan”.On March 20, 2017 the customer called customer service and was able to cancel her flight reservation. Since customers’ flights were successfully voided, the authorization of $793.20 should have been released back to the customer’s card. These authorizations typically release within 24-48 hours.If the customer does not see the release of the authorization we ask Ms. [redacted] to contact her banking institution. 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,Hayden J[redacted]Corporate Customer Service

November 13, 2015 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 time 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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding a request of a refund due to the Expedia Best Price Guarantee. Upon receipt of the Revdex.com submission, we have verified this issue was resolved on October 27, 2015. Expedia processed a refund in the amount of $100.00 back to the customer’s original form of payment. In addition, the $50 Expedia Travel Coupon will be added to her account within 6 to 8 weeks after the qualifying travel itinerary has been completed. An email was sent to the customer’s email address [redacted] regarding the refund. We apologize for any inconvenience tis delay may have caused. 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, Lisa S[redacted] Tier 3 Customer Service

April 21, 2016 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] ( 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 reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

Hello [redacted]business never responded to my request on the prior email to Hayden's statement if a reasonable accommodation. None was made, I requested this in writing on my last response and I am waiting for reply. I sent an earlier email about merchants disengenous response and the premature closing of this claim. I will need these clarified as stated in prior email. Had merchant made me a reasonable accommodation I would have accepted. This was never done and I am still waiting for this offer via email.I do not feel it fair that I am constantly made to supply information while merchant supplies nothing to substantiate response of reasonable accommodation. Please let me know if this is something they are willing to do or not, but I would appreciate it if the company and Revdex.com kept asking me to substantiate without asking same of merchant, unless you have written policy in that regard. If so I would like to see that as well.thank you

August 9, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-[redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr. [redacted]. We regret to hear that he did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a hotel collect reservation. Our records indicate that on February 5, 2016, Mr. [redacted] self-booked a “Hotel Collect” reservation (amount to be charged directly by the hotel, not Expedia – Expedia received no funds from Mr. [redacted] for this reservation) through the Expedia.com website. However, the customer is stating that the self-booked reservation on February 5, 2016, was charged by Expedia. At this time, we are requesting Mr. [redacted] submit a copy of his credit card statement showing Expedia charged him for the reservation. Upon receipt of this information we will further assist Mr. [redacted] in resolving this issue. Sincerely, Lisa S[redacted] Tier 3 Customer Service

May 23, 2016 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] (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 reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

August 3, 2015
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, 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.
Our records reflect that on April 26, 2015, Mr. [redacted] booked AN Expedia Vacation Package which included flights, a seven-night stay at the [redacted] and travel insurance.
We understand that Mr. [redacted] canceled the package within 24-hours of booking. According to his complaint, he did not receive a full refund. He is now requesting the balance of the refund $198.00.
We apologize for the delay in addressing the issues and concerns that have been brought to the attention of our department. After review, we have determined that Mr. [redacted] received a refund for the airline tickets and lodging portion of his package, but the travel insurance had yet to be issued. As such, we have processed a refund of $198.00 to the original form of payment. Refunds like this typically take 3-7 business days to post to individual accounts, depending on how quickly his credit card company processes refunds.
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,
Marlon J[redacted]
Tier 3 Customer Service