May 2, 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 [redacted] We have reviewed his refund request and confirmed that on April 14, 2016, a refund was issued for the requested amount of $to the original form of paymentWe regret any convenience that Mr [redacted] may have encountered related to this issue We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
August 30, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] We regret to hear that she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationWhen a reservation is self-booked using the self-service tool online, the customer is acting as their own agentAs stated previously, Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceIn addition, the customer agreed to the terms and conditions at the time of booking: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authorityThe Expedia website does not nor could not state each hotel’s percentage of ocean swimming areasAs the customer was correctly advised of the hotel and airline policies which they had agreed to at the time of booking, Expedia is unable to refund as requestedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
October 30, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ID : [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a Best Price Guarantee issue Our records reflect on August 2, Ms [redacted] accessed Expedia.com and self-booked itinerary # [redacted] for a stay at Planet Hollywood Resort and Casino, Las Vegas, NV to check in October 19, and checking out October 22, The customer attempted to file a “Best Price Guarantee” request for a refund and our system would not allow her to submit a request A review of her booking shows that she failed to meet one of the initial requirements of the program Any itinerary that can be considered for comparison through the BPG program must be booked from within the customer’s permanent Expedia account The terms and conditions of the program state that bookings made in a “guest account” are not eligible Ms [redacted] created this itinerary in a guest account She did not log into her Expedia account before creating the booking Once an itinerary is created in a guest account, it cannot be moved into a customer’s permanent account as our system does not allow an itinerary to be reassigned For this reason, when Ms [redacted] attempted to fill out the online request form for BPG, the first screen asks for her itinerary number and when entered, the system would not allow her to move forward as the itinerary is a “guest account” booking, making it ineligible for consideration Although the itinerary does not meet the stated criteria for a Best Price Guarantee, as a courtesy, we have provided her online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within her account We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] R [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have contacted LAN Airlines directly LAN gave me a credit for the flight I was not able to take on June 24thThis credit is in the form of a voucher that allows me to purchase another flight before April After complaining for a while, LAN also agreed to eliminate the $dollars charge for changing the ticketIt is my understanding that in order to use this credit for another flight, I must buy the ticket directly with LAN Airlines At this point, there is not need for me to contact Expedia to use this creditI was not planning on using Expedia anyway for future business since I do not agree with the way this company handled my complainI do not longer trust them I want to thank the Revdex.com for helping me and help my voice be heardI was desperate and because of your intervention I did not loose my money Thank you again.Sincerely, [redacted] ***
May 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on April 16, 2015, the customer booked a flight reservation for two travelers with the assistance of an Expedia representative; itinerary [redacted] Travel was with [redacted] from Chongqing, China to Newark, New Jersey, departing on April 27, 2015, and returning on July 20, On April 20, 2015, the customer contacted Expedia and cancelled the reservationMs [redacted] states the booking agent did not advise her that the names on the reservation need to be as displayed on the travelers’ passports and is requesting a full refund as the tickets cannot be utilized We have verified Ms [redacted] contacted Expedia multiple times regarding this issue; her calls were escalated to Expedia’s Corporate Customer Service teamOur representatives researched the issue and verified that at the time of booking the assisting agent requested the names of the travelers as they appear on their passportsIn addition, he spelled the provided names for Ms [redacted] prior to completing the booking and she agreed they were correct Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines While we regret any inconvenience this matter has caused, we do not see an error on Expedia’s behalfAs a result, we are unable to provide a refund or compensation regarding this matter We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service %
Complaint: [redacted] I am rejecting this response because: I agreed to the $credit because that's all that was offeredIt does not make up for the fact a manager didn't call me back for days after she said she'd call me back in minutesThis had, forced me to call back to talk to someoneThat manager also didn't notate the account with the credit, so someone has to pull the phone call and listen to the conversation to make sure the credit was offeredI spent over hours with Expedia getting nowhereA $credit is not a large enough credit because I paid more than $for a flightExpedia needs to do better this is unacceptableWorst customer service I've experiencedSincerely, [redacted] ***
July 7, 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, 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 16, 2015, Mr [redacted] booked a two-night stay at the [redacted] from June 17, 2015, though June 19, According to Mr [redacted] , the place that he booked did not existHe says the property manager provided an alternative location that was nothing like the one he had bookedAs a result, he did not utilize the reservation and booked his stay at the [redacted] ***Mr [redacted] also expressed dissatisfaction with Expedia for the level or customer service that he receivedMr [redacted] is requesting a refund for both bookings We regret to hear that Mr [redacted] ’s vacation experience was not to his satisfactionAs you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotelsHowever, if an Expedia member has an unsatisfactory experience with travel booked through Expedia, we want to take appropriate action to ensure another member doesn’t have a similar experienceWe apologize for any lack of service that Mr [redacted] experienced when he counted our office for assistance Upon review, we have confirmed that on June 25, 2015, Expedia issued a full refund of $to Mr [redacted] ’s original form of payment for his booking at the [redacted] ***Regrettably, our attempts to obtain a refund for Mr [redacted] from the [redacted] were unsuccessful We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Dear Revdex.com,Thank you for respondingI see that Expedia.com is not wanting to have a refund to meBut this very irresponsible because the past three months I've been talking to them for the refund problemSure that the hotel wouldn't want to have a refund to me because they weren't contacting with the hotel since the beginning of the complaintAnd now we can see that there are any other ways to contact the hotelThat is a lie to us, customers that they can't reach the hotelThey are not supposed to lie to me and to trying to fix it since the beginning.thank you for taking your time with me.Than you! Sincerely, [redacted] ***
April 22, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our 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 The information provided in the complaint we received was not linked to an account or an itineraryAt this time we are requesting Mr [redacted] please provide an itinerary number and the email address associated to the customer’s accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
August 17, 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 August 9, 2016, we received receipt of the Revdex.com complaint Our records reflect on January 13, 2016, the customer self-booked a multi flight reservationTravel is on Alaska Airlines/China Southern Airlines, departing October 25, 2016, from Portland, Oregon to Guangzhou, ChinaThen departing October 27, 2016, from Guangzhou, China to Siem Reap, CambodiaThen departing October 30, 2016, from Siem Reap, Cambodia to Kathmandu, Nepal; returning on November 16, 2016, from Kathmandu, Nepal to Portland, OregonThe reservation also includes the Expedia Stress Free Flight ProtectionThe customer is stating was only aware of one airline schedule changeThe customer is stating they have not received the email confirmation for the flight reservation 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 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 China Southern Airlines is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on April 25, 2016, the airline sent a notification of an airline schedule changeThe customer was sent an automated emailExpedia can confirm there were three more notifications of an airline schedule changeOne on July 13, 2016, July 19, and July 22, The customer was sent an automated email for each airline schedule change On July 22, 2016, the customer contacted Expedia regarding the airline schedule changeExpedia proved the flight option from China Southern Airlines, the customer agreed On August 3, 2016, the customer contacted Expedia regarding they have not received the email confirmation for the exchanged flightExpedia advised the customer the airline did not confirm the exchanged flightExpedia provide the customer with the flight option from China Southern Airlines, the customer agreed In reviewing the customer’s account the flight is active for travel on October 25, with China Southern AirlinesBased on the airline policy with China Southern AirlinesThe ticket is nonrefundable Expedia has reviewed the call recordings for July 22, and August 3, 2016, our agents did recap the flight details to the customer The customer did agree, each time the flight details were correctIf the customer needs to make a change to the flight they will be responsible for the change fee of $125.00; plus any fare difference Expedia cannot provide an updated itinerary at this time; however the customer can view the flight information on the airline websiteThe customer can also contact China Southern Airlines and they will be able to send an updated itinerary to the customer We hope the customer understands Expedia has no control over when or how often an airline initiated schedule change occursSince the ticket is nonrefundable and China Southern Airlines is the merchant of record Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
April 5, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe customer 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] Tier Customer Service
February 27, 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 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 [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on February 22, 2017, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations are at the Flemings Hotel Zurich from April 20, 2017, to May 5, We understand from the complaint, the customer is requesting a cancellation with refundUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: • Cancellation and Change Policy: Non-Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedPlease note that Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, and we do not set any policiesWe hope the customer understands that we must adhere to the policies dictated by the hotelIn addition, we firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase pathWe provide our users ample time to review the full details of the itinerary before completing the purchaseExpedia was able to capture the customer’s individual step by step booking process and the customer was given an option during the booking process for a room that was non-refundable or a more expensive room that was a hotel collect reservation with an option for cancellation prior to a specific dateThe customer chose the non-refundable roomOn February 22, 2017, the customer contacted Expedia requesting a cancellation with refundThe Expedia representative contacted the hotel directly on behalf of the customer and Expedia was advised that they denied to refund based on the hotel’s term and agreementsAs Expedia must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requestedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
September 5, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal fromWe contacted Mr [redacted] by phone per his requestWe offered our apologies for the level of customer service that he experienced when contacting our officeIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr [redacted] was put in that positionAfter a brief discussion with Mr [redacted] , we hope that going forward; his experiences with Expedia will be positive ones Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
August 29, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our 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 May 28, 2016, you booked Expedia Vacation Packages which included roundtrip flights from New York to Punta Cana from September 2, 2016, through September 7, 2016, We understand from Mrs***’s complaint that her Dynamic Airways flights were canceled because the airline has ceased flying to Punta CanaNo alternate flights were offered and the only option was to offer a refundMrs [redacted] did not feel this was fair because she had booked her flights well in advance in order to save moneyIn her complaint she requested that alternate flights be offered to prevent her from having to pay more On August 29, 2016, we contacted Mrs [redacted] by phoneShe was not available but, we spoke to Mr***We explained that the merchant of record Dynamic Airways the company who charged for the tickets) controls schedule changes and we are not in a position to change their flights to a different carrier Mr [redacted] advised that he thought that he would be able to receive a refund for the travel insurance that he purchased for $since the airline tickets had been fully refundedAfter review, we noticed that the travel insurance had not been refundedAs a courtesy, we offered to refund the travel insurance as a courtesyThe refunds were issued for two itineraries for a total of $on August 29, Refunds like this usually take between 3-business days to post We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
March 28, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: E- [redacted] Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Ms [redacted] did not accept our response We contacted Ms [redacted] to gather more information that would allow us to better address her inquiryWe also reviewed the additional information that she provided which referenced the booking in question We are pleased to confirm that we processed a refund request in the amount of $to her original form of paymentThe time it takes the refund varies, depending on the time it takes the airline and the credit card company to process refunds We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
October 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on September 24, 2015, the customer booked a hotel reservation through ExpediaAccommodations were at the [redacted] Pittsburgh Airport from October 25, 2015, to October 26, 2015, for three rooms which the hotel front desk had agreed to allow park and ride to be included in the reservationPer a phone call by the customer with the hotel directly, they will not allow the park and rideWe apologize for the miscommunications and for any inconvenience this may have causedWe have provided Mr [redacted] online Expedia account with a $Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for his next qualified reservation, and it is valid until one year from the date of this letterWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
October 14, 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 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 best price guarantee refund request Our records show on August 2, 2016, Ms [redacted] self-booked an Expedia.com cruise reservation, sailing on September 4, with Royal Caribbean CruisesWe understand from Ms***’s complaint, Expedia did not honor the low price guarantee and is requesting a refund of the difference Upon researching the customer’s complaint, we can confirm on August 5, 2016, Ms [redacted] brought this matter to our attention and stated a lower price was found on the cruise line’s websiteThe customer was advised based the best price guarantee terms and conditions, application for lower price match had to be submitted within hours of bookingMs [redacted] contacted Expedia three days after the booking made, therefore the customer’s request was denied Expedia.com makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasing as well as promotions and deals so details of such are stated on several pages for the customer to reviewBased on the information provided above, we are unable to honor Ms***’s refund request 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
September 1, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refundOn August 27, 2016, we received receipt of the Revdex.com complaint Our records reflect on November 5, 2015, the customer self-booked a one-way flight reservation for [redacted] ***, [redacted] ***, [redacted] and [redacted] *** Travel was on [redacted] Airlines, departing June 9, 2016, from San Francisco, California to London, EnglandItinerary Number: [redacted] The customer is stating due to an airline schedule change, their flight was canceledThe customer is stating they have not received the refund for the flight 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 serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers [redacted] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter on January 26, 2016, the airline sent an airline schedule changeAn automated email was sent to the customerWe can confirm there were two more airline schedule changes one on February 11, and March 20, The customer was sent an automated email for each airline schedule change On January 26, 2016, the customer contacted Expedia regarding the schedule changeExpedia contacted [redacted] ; they advised they exchanged the tickets On April 19, 2016, the customer contacted Expedia regarding the schedule changeExpedia contacted [redacted] , they provided two options the customer can move the departure date; however the customer declinedThe other option is to cancel and submit for the refundThe customer agreed Expedia submitted the request for the refund to the airlines On August 31, 2016, Expedia contacted the airlines on the customer’s behalf; they authorize the refund for the flightExpedia submitted the refund request The timeframe for the refund will be up to 8-weeks; which is a standard for all airlines Since the airline is processing the refundExpedia cannot honor the request for the refund and 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 Customer Service
Complaint: [redacted] I am rejecting this response because: [redacted] told me my payment didn't even fully go through until about a week after I made the bookingSo they said they are not concerned with exactly when the payment goes through having anything to do with when I made the booking with my travel agentLike I repeated before and repeating again, [redacted] has said when my payment went through was not the issue for them regarding why I didn't get my promotionThey said Expedia never paid them for my promotion and that is why I never got itSincerely, [redacted]
May 2, 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 [redacted] We have reviewed his refund request and confirmed that on April 14, 2016, a refund was issued for the requested amount of $to the original form of paymentWe regret any convenience that Mr [redacted] may have encountered related to this issue We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
August 30, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] We regret to hear that she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationWhen a reservation is self-booked using the self-service tool online, the customer is acting as their own agentAs stated previously, Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceIn addition, the customer agreed to the terms and conditions at the time of booking: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authorityThe Expedia website does not nor could not state each hotel’s percentage of ocean swimming areasAs the customer was correctly advised of the hotel and airline policies which they had agreed to at the time of booking, Expedia is unable to refund as requestedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
October 30, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ID : [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a Best Price Guarantee issue Our records reflect on August 2, Ms [redacted] accessed Expedia.com and self-booked itinerary # [redacted] for a stay at Planet Hollywood Resort and Casino, Las Vegas, NV to check in October 19, and checking out October 22, The customer attempted to file a “Best Price Guarantee” request for a refund and our system would not allow her to submit a request A review of her booking shows that she failed to meet one of the initial requirements of the program Any itinerary that can be considered for comparison through the BPG program must be booked from within the customer’s permanent Expedia account The terms and conditions of the program state that bookings made in a “guest account” are not eligible Ms [redacted] created this itinerary in a guest account She did not log into her Expedia account before creating the booking Once an itinerary is created in a guest account, it cannot be moved into a customer’s permanent account as our system does not allow an itinerary to be reassigned For this reason, when Ms [redacted] attempted to fill out the online request form for BPG, the first screen asks for her itinerary number and when entered, the system would not allow her to move forward as the itinerary is a “guest account” booking, making it ineligible for consideration Although the itinerary does not meet the stated criteria for a Best Price Guarantee, as a courtesy, we have provided her online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within her account We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] R [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have contacted LAN Airlines directly LAN gave me a credit for the flight I was not able to take on June 24thThis credit is in the form of a voucher that allows me to purchase another flight before April After complaining for a while, LAN also agreed to eliminate the $dollars charge for changing the ticketIt is my understanding that in order to use this credit for another flight, I must buy the ticket directly with LAN Airlines At this point, there is not need for me to contact Expedia to use this creditI was not planning on using Expedia anyway for future business since I do not agree with the way this company handled my complainI do not longer trust them I want to thank the Revdex.com for helping me and help my voice be heardI was desperate and because of your intervention I did not loose my money Thank you again.Sincerely, [redacted] ***
May 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on April 16, 2015, the customer booked a flight reservation for two travelers with the assistance of an Expedia representative; itinerary [redacted] Travel was with [redacted] from Chongqing, China to Newark, New Jersey, departing on April 27, 2015, and returning on July 20, On April 20, 2015, the customer contacted Expedia and cancelled the reservationMs [redacted] states the booking agent did not advise her that the names on the reservation need to be as displayed on the travelers’ passports and is requesting a full refund as the tickets cannot be utilized We have verified Ms [redacted] contacted Expedia multiple times regarding this issue; her calls were escalated to Expedia’s Corporate Customer Service teamOur representatives researched the issue and verified that at the time of booking the assisting agent requested the names of the travelers as they appear on their passportsIn addition, he spelled the provided names for Ms [redacted] prior to completing the booking and she agreed they were correct Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines While we regret any inconvenience this matter has caused, we do not see an error on Expedia’s behalfAs a result, we are unable to provide a refund or compensation regarding this matter We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service %
Complaint: [redacted] I am rejecting this response because: I agreed to the $credit because that's all that was offeredIt does not make up for the fact a manager didn't call me back for days after she said she'd call me back in minutesThis had, forced me to call back to talk to someoneThat manager also didn't notate the account with the credit, so someone has to pull the phone call and listen to the conversation to make sure the credit was offeredI spent over hours with Expedia getting nowhereA $credit is not a large enough credit because I paid more than $for a flightExpedia needs to do better this is unacceptableWorst customer service I've experiencedSincerely, [redacted] ***
July 7, 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, 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 16, 2015, Mr [redacted] booked a two-night stay at the [redacted] from June 17, 2015, though June 19, According to Mr [redacted] , the place that he booked did not existHe says the property manager provided an alternative location that was nothing like the one he had bookedAs a result, he did not utilize the reservation and booked his stay at the [redacted] ***Mr [redacted] also expressed dissatisfaction with Expedia for the level or customer service that he receivedMr [redacted] is requesting a refund for both bookings We regret to hear that Mr [redacted] ’s vacation experience was not to his satisfactionAs you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotelsHowever, if an Expedia member has an unsatisfactory experience with travel booked through Expedia, we want to take appropriate action to ensure another member doesn’t have a similar experienceWe apologize for any lack of service that Mr [redacted] experienced when he counted our office for assistance Upon review, we have confirmed that on June 25, 2015, Expedia issued a full refund of $to Mr [redacted] ’s original form of payment for his booking at the [redacted] ***Regrettably, our attempts to obtain a refund for Mr [redacted] from the [redacted] were unsuccessful We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Dear Revdex.com,Thank you for respondingI see that Expedia.com is not wanting to have a refund to meBut this very irresponsible because the past three months I've been talking to them for the refund problemSure that the hotel wouldn't want to have a refund to me because they weren't contacting with the hotel since the beginning of the complaintAnd now we can see that there are any other ways to contact the hotelThat is a lie to us, customers that they can't reach the hotelThey are not supposed to lie to me and to trying to fix it since the beginning.thank you for taking your time with me.Than you! Sincerely, [redacted] ***
April 22, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our 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 The information provided in the complaint we received was not linked to an account or an itineraryAt this time we are requesting Mr [redacted] please provide an itinerary number and the email address associated to the customer’s accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
August 17, 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 August 9, 2016, we received receipt of the Revdex.com complaint Our records reflect on January 13, 2016, the customer self-booked a multi flight reservationTravel is on Alaska Airlines/China Southern Airlines, departing October 25, 2016, from Portland, Oregon to Guangzhou, ChinaThen departing October 27, 2016, from Guangzhou, China to Siem Reap, CambodiaThen departing October 30, 2016, from Siem Reap, Cambodia to Kathmandu, Nepal; returning on November 16, 2016, from Kathmandu, Nepal to Portland, OregonThe reservation also includes the Expedia Stress Free Flight ProtectionThe customer is stating was only aware of one airline schedule changeThe customer is stating they have not received the email confirmation for the flight reservation 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 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 China Southern Airlines is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on April 25, 2016, the airline sent a notification of an airline schedule changeThe customer was sent an automated emailExpedia can confirm there were three more notifications of an airline schedule changeOne on July 13, 2016, July 19, and July 22, The customer was sent an automated email for each airline schedule change On July 22, 2016, the customer contacted Expedia regarding the airline schedule changeExpedia proved the flight option from China Southern Airlines, the customer agreed On August 3, 2016, the customer contacted Expedia regarding they have not received the email confirmation for the exchanged flightExpedia advised the customer the airline did not confirm the exchanged flightExpedia provide the customer with the flight option from China Southern Airlines, the customer agreed In reviewing the customer’s account the flight is active for travel on October 25, with China Southern AirlinesBased on the airline policy with China Southern AirlinesThe ticket is nonrefundable Expedia has reviewed the call recordings for July 22, and August 3, 2016, our agents did recap the flight details to the customer The customer did agree, each time the flight details were correctIf the customer needs to make a change to the flight they will be responsible for the change fee of $125.00; plus any fare difference Expedia cannot provide an updated itinerary at this time; however the customer can view the flight information on the airline websiteThe customer can also contact China Southern Airlines and they will be able to send an updated itinerary to the customer We hope the customer understands Expedia has no control over when or how often an airline initiated schedule change occursSince the ticket is nonrefundable and China Southern Airlines is the merchant of record Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
April 5, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe customer 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] Tier Customer Service
February 27, 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 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 [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on February 22, 2017, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations are at the Flemings Hotel Zurich from April 20, 2017, to May 5, We understand from the complaint, the customer is requesting a cancellation with refundUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: • Cancellation and Change Policy: Non-Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedPlease note that Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, and we do not set any policiesWe hope the customer understands that we must adhere to the policies dictated by the hotelIn addition, we firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase pathWe provide our users ample time to review the full details of the itinerary before completing the purchaseExpedia was able to capture the customer’s individual step by step booking process and the customer was given an option during the booking process for a room that was non-refundable or a more expensive room that was a hotel collect reservation with an option for cancellation prior to a specific dateThe customer chose the non-refundable roomOn February 22, 2017, the customer contacted Expedia requesting a cancellation with refundThe Expedia representative contacted the hotel directly on behalf of the customer and Expedia was advised that they denied to refund based on the hotel’s term and agreementsAs Expedia must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requestedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
September 5, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal fromWe contacted Mr [redacted] by phone per his requestWe offered our apologies for the level of customer service that he experienced when contacting our officeIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr [redacted] was put in that positionAfter a brief discussion with Mr [redacted] , we hope that going forward; his experiences with Expedia will be positive ones Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
August 29, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our 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 May 28, 2016, you booked Expedia Vacation Packages which included roundtrip flights from New York to Punta Cana from September 2, 2016, through September 7, 2016, We understand from Mrs***’s complaint that her Dynamic Airways flights were canceled because the airline has ceased flying to Punta CanaNo alternate flights were offered and the only option was to offer a refundMrs [redacted] did not feel this was fair because she had booked her flights well in advance in order to save moneyIn her complaint she requested that alternate flights be offered to prevent her from having to pay more On August 29, 2016, we contacted Mrs [redacted] by phoneShe was not available but, we spoke to Mr***We explained that the merchant of record Dynamic Airways the company who charged for the tickets) controls schedule changes and we are not in a position to change their flights to a different carrier Mr [redacted] advised that he thought that he would be able to receive a refund for the travel insurance that he purchased for $since the airline tickets had been fully refundedAfter review, we noticed that the travel insurance had not been refundedAs a courtesy, we offered to refund the travel insurance as a courtesyThe refunds were issued for two itineraries for a total of $on August 29, Refunds like this usually take between 3-business days to post We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
March 28, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: E- [redacted] Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Ms [redacted] did not accept our response We contacted Ms [redacted] to gather more information that would allow us to better address her inquiryWe also reviewed the additional information that she provided which referenced the booking in question We are pleased to confirm that we processed a refund request in the amount of $to her original form of paymentThe time it takes the refund varies, depending on the time it takes the airline and the credit card company to process refunds We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
October 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on September 24, 2015, the customer booked a hotel reservation through ExpediaAccommodations were at the [redacted] Pittsburgh Airport from October 25, 2015, to October 26, 2015, for three rooms which the hotel front desk had agreed to allow park and ride to be included in the reservationPer a phone call by the customer with the hotel directly, they will not allow the park and rideWe apologize for the miscommunications and for any inconvenience this may have causedWe have provided Mr [redacted] online Expedia account with a $Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for his next qualified reservation, and it is valid until one year from the date of this letterWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
October 14, 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 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 best price guarantee refund request Our records show on August 2, 2016, Ms [redacted] self-booked an Expedia.com cruise reservation, sailing on September 4, with Royal Caribbean CruisesWe understand from Ms***’s complaint, Expedia did not honor the low price guarantee and is requesting a refund of the difference Upon researching the customer’s complaint, we can confirm on August 5, 2016, Ms [redacted] brought this matter to our attention and stated a lower price was found on the cruise line’s websiteThe customer was advised based the best price guarantee terms and conditions, application for lower price match had to be submitted within hours of bookingMs [redacted] contacted Expedia three days after the booking made, therefore the customer’s request was denied Expedia.com makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasing as well as promotions and deals so details of such are stated on several pages for the customer to reviewBased on the information provided above, we are unable to honor Ms***’s refund request 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
September 1, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refundOn August 27, 2016, we received receipt of the Revdex.com complaint Our records reflect on November 5, 2015, the customer self-booked a one-way flight reservation for [redacted] ***, [redacted] ***, [redacted] and [redacted] *** Travel was on [redacted] Airlines, departing June 9, 2016, from San Francisco, California to London, EnglandItinerary Number: [redacted] The customer is stating due to an airline schedule change, their flight was canceledThe customer is stating they have not received the refund for the flight 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 serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers [redacted] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter on January 26, 2016, the airline sent an airline schedule changeAn automated email was sent to the customerWe can confirm there were two more airline schedule changes one on February 11, and March 20, The customer was sent an automated email for each airline schedule change On January 26, 2016, the customer contacted Expedia regarding the schedule changeExpedia contacted [redacted] ; they advised they exchanged the tickets On April 19, 2016, the customer contacted Expedia regarding the schedule changeExpedia contacted [redacted] , they provided two options the customer can move the departure date; however the customer declinedThe other option is to cancel and submit for the refundThe customer agreed Expedia submitted the request for the refund to the airlines On August 31, 2016, Expedia contacted the airlines on the customer’s behalf; they authorize the refund for the flightExpedia submitted the refund request The timeframe for the refund will be up to 8-weeks; which is a standard for all airlines Since the airline is processing the refundExpedia cannot honor the request for the refund and 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 Customer Service
Complaint: [redacted] I am rejecting this response because: [redacted] told me my payment didn't even fully go through until about a week after I made the bookingSo they said they are not concerned with exactly when the payment goes through having anything to do with when I made the booking with my travel agentLike I repeated before and repeating again, [redacted] has said when my payment went through was not the issue for them regarding why I didn't get my promotionThey said Expedia never paid them for my promotion and that is why I never got itSincerely, [redacted]