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 meBut I still was not offered the oceanfront room rate when I immediately called back and mentioned that it was not an oceanfront room that was sent with the confirmation I should have been offered the oceanfront room at the original rate that was posted on Expedia site .three days later that same ad was still posted therefore I thought that was still being left up dishonestly Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: In Expedia's latest response, they claimed that they contacted Eurocar but didn't mention any findings I am really disappointed with their repeated "copy and paste" responses without any real investigation into the matter I booked service through expedia.com which they didn't fulfill and led to inconvenience and extra costs to me, I will not accept their response until they at least cover the $taxi bill.Sincerely, [redacted] ***
July 23, 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 [redacted] (Revdex.com ID number [redacted] ) regarding a package 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 her 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
Complaint: [redacted] I am rejecting this response because: I NEVER chose the option for pre-paid seating and when I called to inquire about the price difference I was NEVER told by Expedia that this was the reason The just simply told me "the pricing is what was available" I know they record their calls, ask to listen to call I was never told this, this is a lie And I never indicated when ordering the tickets on line that I wanted to pay for my seats, why would I do that.Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to mePlease note that I submitted my complaint before finally reaching someone who was able to help me at the business Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: currently on expedia's website, a new car rental reservation costs me about 1300-1500$ for the same dates/location as my original reservationConsidering my countless hours spent in May with expedia's customer service, I do not trust expedia that they will refund me the difference between new reservation and 598$ (cost of existing reservation) easily It is incorrect when they say that the change from people to people reservation was reflected in itinerary and I was informedThe first time, I was informed by expedia was more than months from my reservation in first week of May and that is when I spent hours on customer service, but they were extremely rude and unhelpful (even hung up the phone after hours of putting me on hold) I understand that there are no seater automatic cars, but expedia's website showed that as a option when I made a reservation, else I would have picked manual transmissionThey changed my reservation from people to people without asking me and assuming that I would be ok with seater, but I would need automaticThey should have checked with me Here is what I want from expedia - I want expedia to change this existing reservation to a seater, so that I would only pay 600$ to the rental company (i don't want to run around to get the refund from expedia) and I am willing to take manual transmissionThis is the best I can do Please contact me at [redacted] , if needed Thanks! Sincerely, [redacted] ***
September 20, 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 4, 2017, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from Nashville, Tennessee to Cancun, Mexico, Travel Insurance and a three-night stay at the Golden Parnassus Resort & Spa -Adults Only- All Inclusive from January 25, 2017, through January 28, We understand from Mr [redacted] ’s complaint that he contacted our office on September 91, 2017, requesting to change the destination from Cancun, to Punta CanaMr [redacted] claims that he spoke to an Expedia representative who informed him that he could make this change at a cost of $per passengerMr [redacted] claims that the $per passenger would cover the entire package including the hotel and flightsHe is now requesting that we change his destination for $per passenger Mr [redacted] stated that the first representative he spoke to offered to call him back, but he did not receive a call backWe accessed our records and confirmed that the $mentioned by Mr [redacted] would cover the cost of the lodging portion of the package onlyOn September 9, 20017, the cost to change the airfare was $for the outbound flight aloneThe next representative that Mr [redacted] spoke to, informed him of the actual chargesMr [redacted] stated that he spent three hours on the phone with no resolution but, this was because we could not change his package for $per traveler as requested 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 27, 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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding a correction to a flight reservationOur records show on March 26, 2016, Mr [redacted] self-booked a flight reservation via booking number [redacted] , with a trip start date of September 16, We understand from Mr***’s complaint, he was advised there was no ticket for the person he was traveling with, and instead there were two tickets under the name [redacted] ***When the customer contacted Expedia, he was told the correction was made but when he contacted American Airlines they advised the problem had not been correctedThe customer is requesting that the reservation be fixed so that both passengers may travelUpon researching the customer’s complaint, we can confirm as of August 22, 2016, we contacted the airline and they provided a waiver code since this was a mistake made on their partThe correction has already been madeI have contacted the airline and confirmed both tickets are open and active for each customerMr [redacted] may wish to confirm the ticket by contacting American Airlines directly and providing the ticket number for [redacted] ***, ticket number [redacted] Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs the correction has been made to the reservation and the issue has been resolved to Mr***’s desired outcome, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
May 5, 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationOur records indicate that on February 27, 2017, the customer self-booked a flight and hotel reservation, through the Expedia.com websiteTravel was with Delta Airlines and accommodations were at the New York-New York Hotel & CasinoWe understand from the complaint the customer is requesting a full refundAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedDelta 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 ExpediaIn addition, Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenThe customer contacted Expedia on April 24, 2017, requesting to cancel the reservationThe assisting representative advised the customer of the airline’s terms and conditions which the customer agreed to at the time of bookingAs the hotel portion of the reservation was refundable, on April 26, 2017, a refund in the amount of $was processed back to the customer’s original form of paymentThe customer agreed to a $courtesy travel coupon that was provided to Ms***’s Expedia accountAs we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue an additional refund or compensation as requestedWe thank you for allowing us the opportunity to address the issues which have been 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 19, 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 Mr [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationOur records indicate on September 7, 2016, the customer self-booked a flight reservation which included travel insurance through the Expedia.com websiteTravel was with Spirit Airlines departing September 20, 2016, and returning with [redacted] Airlines September 26, We understand from the complaint the customer is requesting a refund due to the travel insurance booked with the flight reservationAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedBoth Spirit Airlines and [redacted] Airlines were the operating carriers and merchant of record (the entities that received the customer’s funds and the companies charging the customer’s credit card)We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refundsAs Expedia does not administer nor outline the coverage of the insurance policy, we cannot dictate the definitions of a covered serviceAt the time of booking, the Terms and Conditions regarding the insurance policy and a detailed description of the plan coverage is clearly stated and in addition it may be accessed on the customer’s Expedia itineraryExpedia must abide by the terms and conditions agreed to at the time of booking, and as a result, 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] Tier Customer Service
Hello Revdex.com,I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case:Customer Complaint:On September 19, 2016, the guest booked a non-refundable reservation at the [redacted] for September 29, - September 30, through the [redacted] Airlines website.Per the guest's complaint, due to a flight cancellation on September 29, 2016, the guest contacted the hotel directly requesting to cancel the reservation and was advised they could not cancel the booking, as it was less than hours prior to check-in.The guest is requesting a full refund of USD.Findings:At the time of booking, the customer agreed to the following cancellation policy: The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedCancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation.We were unable to locate any record of contact with our customer care team until October 16, 2016, over two weeks after the check-out dateCustomer care advised the guest of the hotel's prior response confirming as the hotel was billing in full per the non-refundable cancellation policy, we are unable to approve a refund.We always recommend calling customer care at the time assistance is needed, as once the booking dates have passed our support options become limited.Resolution:As the guest booked a non-refundable reservation, the hotel is billing in full, and our customer care team was not contacted for assistance prior to check-in, we are unfortunately unable to approve a refund.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you, Chris D.Customer Relations Specialist
April 28, 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 flight reservationUpon receipt of the Revdex.com submission, it appears this issue was resolved on April 18, Please note that from time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Expedia is an online travel website, which gives the customer the capability to choose the dates, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedDelta 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 ExpediaIn addition, Expedia has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policiesIf 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 availableOur agents are available hours a day, seven days a weekSincerely, Lisa S [redacted] Corporate Customer Service
November 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
Revdex.com: Finally honoring their own policiesIt was like pulling teeth to get my money backAnd in top of it all no admission they were wrong and their response was rudeA real customer service nightmareI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: A customer service agent said I had a creditThen a different customer service agent was going to use the credit to book a flight for meI just called like on SundayNow its a different storyI want my creditAnd I want it nowI dont know why they wont honor what they told me they would doThey said I had a year to use my creditWhy now I cant use it? I work in customer service smh Sincerely, [redacted] ***
April 22, Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund for the cancellation penalty charged for her hotel reservations We have researched Ms [redacted] complaint, and as of the response deadline of this complaint, we are unable to obtain the necessary information needed from the hotel 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 websiteWe 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, [redacted] Tier Customer Service
November 28, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a pending authorization We understand Mr [redacted] is requesting that Expedia release the pending authorizationOn November 25, 2016, we received receipt of the Revdex.com complaint The customer is stating they are seeing several pending authorization’s on the customer’s billing statement In reviewing the customer’s account, on November 24, 2016, the customer attempted to self-book a reservationThe customer used three different forms of payment, one a Master card ending in ***The credit card had three authorizations in the amount of $each The other form of payment was a Visa ending in ***This credit card had one authorization in the amount of $The last form of payment was a Discover card ending in ***; this credit card had fifteen authorizations in the amount of $and five authorizations in the amount of $ On November 24, 2016, all the pending authorization were reversedThe customer was not charged for any reservation Expedia works from a live inventory and prices and/or availability can fluctuate The reservation is not confirmed, until it is booked Expedia serves as a third-party intermediary for travel providers such as hotels, care rental agencies, and airlines, and are subject to the rules and restrictions of those providers When a customer makes a purchase, Expedia applies a credit authorization toward the credit card to determine if the card is validThis is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from Expedia Expedia has no control over the timeframe for the pending authorization’s to be removed from the customer’s billing statements 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
December 6, Revdex.com Complaint Department – Expedia 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 to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation at the Hilton Times SquareWe understand from Ms [redacted] complaint that she booked a hotel reservation for December 9-10, and the website changed the dates to November 19-20, Ms [redacted] is requesting a refund that the hotel charged in the amount of $ Our records indicate that on November 8, 2017, the customer or an authorized account user, self-booked a reservation on Expedia.com for one night on November 19-20, at the Hilton Times Square Hotel We have reviewed the online booking made on November 8, and confirmed the dates requested were November 19-20, An itinerary was sent to the customer on November 8, 2017, confirming the hotel chedate was November 19, and the check-out date was November 20, Our records reflect that on November 8, after completing the online hotel reservation, the customer or an authorized account user attempted to change the chedate on the reservation online, but never completed the change Ms [redacted] contacted Expedia on November 19, to change the hotel reservationWe had reached out to the Hilton Times Square and spoke to the hotel managerThe manager declined to issue a refund per their cancellation policyThe cancellation and change policy was provided and agreed to at the time of booking on Expedia.comThe policy stated the following:Cancellations or changes made after 11:PM local hotel time, Sunday, November 12, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees Based on the foregoing reasons, we cannot issue a refund for the hotel reservationWe 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, Tammie M [redacted] Expedia Corporate Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear Ms [redacted] did not accept our response and/or resolution offered As previously advised, on July 21, 2016, the customer contacted Expedia on July 11, 2016, wanting to rebook a trip using an airline credit for [redacted] *** Expedia advised the customer, they had to complete travel by July 15, 2016, to use the flight credit Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors Each airline has its own specific set of policies and procedures as does each ticket purchased WestJet Airlines was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card)Based on the airline policy the tickets are nonrefundable; which the customer did agree to at the time of the booking Since the airline credit is lost, Expedia considers this issue as closed and will no longer address this issue We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
Revdex.com:I refund from Expedia in the amount of $5,has been applied to my credit cardSincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meBut I still was not offered the oceanfront room rate when I immediately called back and mentioned that it was not an oceanfront room that was sent with the confirmation I should have been offered the oceanfront room at the original rate that was posted on Expedia site .three days later that same ad was still posted therefore I thought that was still being left up dishonestly Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: In Expedia's latest response, they claimed that they contacted Eurocar but didn't mention any findings I am really disappointed with their repeated "copy and paste" responses without any real investigation into the matter I booked service through expedia.com which they didn't fulfill and led to inconvenience and extra costs to me, I will not accept their response until they at least cover the $taxi bill.Sincerely, [redacted] ***
July 23, 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 [redacted] (Revdex.com ID number [redacted] ) regarding a package 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 her 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
Complaint: [redacted] I am rejecting this response because: I NEVER chose the option for pre-paid seating and when I called to inquire about the price difference I was NEVER told by Expedia that this was the reason The just simply told me "the pricing is what was available" I know they record their calls, ask to listen to call I was never told this, this is a lie And I never indicated when ordering the tickets on line that I wanted to pay for my seats, why would I do that.Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to mePlease note that I submitted my complaint before finally reaching someone who was able to help me at the business Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: currently on expedia's website, a new car rental reservation costs me about 1300-1500$ for the same dates/location as my original reservationConsidering my countless hours spent in May with expedia's customer service, I do not trust expedia that they will refund me the difference between new reservation and 598$ (cost of existing reservation) easily It is incorrect when they say that the change from people to people reservation was reflected in itinerary and I was informedThe first time, I was informed by expedia was more than months from my reservation in first week of May and that is when I spent hours on customer service, but they were extremely rude and unhelpful (even hung up the phone after hours of putting me on hold) I understand that there are no seater automatic cars, but expedia's website showed that as a option when I made a reservation, else I would have picked manual transmissionThey changed my reservation from people to people without asking me and assuming that I would be ok with seater, but I would need automaticThey should have checked with me Here is what I want from expedia - I want expedia to change this existing reservation to a seater, so that I would only pay 600$ to the rental company (i don't want to run around to get the refund from expedia) and I am willing to take manual transmissionThis is the best I can do Please contact me at [redacted] , if needed Thanks! Sincerely, [redacted] ***
September 20, 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 4, 2017, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from Nashville, Tennessee to Cancun, Mexico, Travel Insurance and a three-night stay at the Golden Parnassus Resort & Spa -Adults Only- All Inclusive from January 25, 2017, through January 28, We understand from Mr [redacted] ’s complaint that he contacted our office on September 91, 2017, requesting to change the destination from Cancun, to Punta CanaMr [redacted] claims that he spoke to an Expedia representative who informed him that he could make this change at a cost of $per passengerMr [redacted] claims that the $per passenger would cover the entire package including the hotel and flightsHe is now requesting that we change his destination for $per passenger Mr [redacted] stated that the first representative he spoke to offered to call him back, but he did not receive a call backWe accessed our records and confirmed that the $mentioned by Mr [redacted] would cover the cost of the lodging portion of the package onlyOn September 9, 20017, the cost to change the airfare was $for the outbound flight aloneThe next representative that Mr [redacted] spoke to, informed him of the actual chargesMr [redacted] stated that he spent three hours on the phone with no resolution but, this was because we could not change his package for $per traveler as requested 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 27, 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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding a correction to a flight reservationOur records show on March 26, 2016, Mr [redacted] self-booked a flight reservation via booking number [redacted] , with a trip start date of September 16, We understand from Mr***’s complaint, he was advised there was no ticket for the person he was traveling with, and instead there were two tickets under the name [redacted] ***When the customer contacted Expedia, he was told the correction was made but when he contacted American Airlines they advised the problem had not been correctedThe customer is requesting that the reservation be fixed so that both passengers may travelUpon researching the customer’s complaint, we can confirm as of August 22, 2016, we contacted the airline and they provided a waiver code since this was a mistake made on their partThe correction has already been madeI have contacted the airline and confirmed both tickets are open and active for each customerMr [redacted] may wish to confirm the ticket by contacting American Airlines directly and providing the ticket number for [redacted] ***, ticket number [redacted] Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs the correction has been made to the reservation and the issue has been resolved to Mr***’s desired outcome, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
May 5, 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationOur records indicate that on February 27, 2017, the customer self-booked a flight and hotel reservation, through the Expedia.com websiteTravel was with Delta Airlines and accommodations were at the New York-New York Hotel & CasinoWe understand from the complaint the customer is requesting a full refundAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedDelta 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 ExpediaIn addition, Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenThe customer contacted Expedia on April 24, 2017, requesting to cancel the reservationThe assisting representative advised the customer of the airline’s terms and conditions which the customer agreed to at the time of bookingAs the hotel portion of the reservation was refundable, on April 26, 2017, a refund in the amount of $was processed back to the customer’s original form of paymentThe customer agreed to a $courtesy travel coupon that was provided to Ms***’s Expedia accountAs we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue an additional refund or compensation as requestedWe thank you for allowing us the opportunity to address the issues which have been 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 19, 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 Mr [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationOur records indicate on September 7, 2016, the customer self-booked a flight reservation which included travel insurance through the Expedia.com websiteTravel was with Spirit Airlines departing September 20, 2016, and returning with [redacted] Airlines September 26, We understand from the complaint the customer is requesting a refund due to the travel insurance booked with the flight reservationAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedBoth Spirit Airlines and [redacted] Airlines were the operating carriers and merchant of record (the entities that received the customer’s funds and the companies charging the customer’s credit card)We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refundsAs Expedia does not administer nor outline the coverage of the insurance policy, we cannot dictate the definitions of a covered serviceAt the time of booking, the Terms and Conditions regarding the insurance policy and a detailed description of the plan coverage is clearly stated and in addition it may be accessed on the customer’s Expedia itineraryExpedia must abide by the terms and conditions agreed to at the time of booking, and as a result, 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] Tier Customer Service
Hello Revdex.com,I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case:Customer Complaint:On September 19, 2016, the guest booked a non-refundable reservation at the [redacted] for September 29, - September 30, through the [redacted] Airlines website.Per the guest's complaint, due to a flight cancellation on September 29, 2016, the guest contacted the hotel directly requesting to cancel the reservation and was advised they could not cancel the booking, as it was less than hours prior to check-in.The guest is requesting a full refund of USD.Findings:At the time of booking, the customer agreed to the following cancellation policy: The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedCancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation.We were unable to locate any record of contact with our customer care team until October 16, 2016, over two weeks after the check-out dateCustomer care advised the guest of the hotel's prior response confirming as the hotel was billing in full per the non-refundable cancellation policy, we are unable to approve a refund.We always recommend calling customer care at the time assistance is needed, as once the booking dates have passed our support options become limited.Resolution:As the guest booked a non-refundable reservation, the hotel is billing in full, and our customer care team was not contacted for assistance prior to check-in, we are unfortunately unable to approve a refund.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you, Chris D.Customer Relations Specialist
April 28, 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 flight reservationUpon receipt of the Revdex.com submission, it appears this issue was resolved on April 18, Please note that from time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Expedia is an online travel website, which gives the customer the capability to choose the dates, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedDelta 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 ExpediaIn addition, Expedia has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policiesIf 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 availableOur agents are available hours a day, seven days a weekSincerely, Lisa S [redacted] Corporate Customer Service
November 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
Revdex.com: Finally honoring their own policiesIt was like pulling teeth to get my money backAnd in top of it all no admission they were wrong and their response was rudeA real customer service nightmareI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: A customer service agent said I had a creditThen a different customer service agent was going to use the credit to book a flight for meI just called like on SundayNow its a different storyI want my creditAnd I want it nowI dont know why they wont honor what they told me they would doThey said I had a year to use my creditWhy now I cant use it? I work in customer service smh Sincerely, [redacted] ***
April 22, Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund for the cancellation penalty charged for her hotel reservations We have researched Ms [redacted] complaint, and as of the response deadline of this complaint, we are unable to obtain the necessary information needed from the hotel 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 websiteWe 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, [redacted] Tier Customer Service
November 28, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a pending authorization We understand Mr [redacted] is requesting that Expedia release the pending authorizationOn November 25, 2016, we received receipt of the Revdex.com complaint The customer is stating they are seeing several pending authorization’s on the customer’s billing statement In reviewing the customer’s account, on November 24, 2016, the customer attempted to self-book a reservationThe customer used three different forms of payment, one a Master card ending in ***The credit card had three authorizations in the amount of $each The other form of payment was a Visa ending in ***This credit card had one authorization in the amount of $The last form of payment was a Discover card ending in ***; this credit card had fifteen authorizations in the amount of $and five authorizations in the amount of $ On November 24, 2016, all the pending authorization were reversedThe customer was not charged for any reservation Expedia works from a live inventory and prices and/or availability can fluctuate The reservation is not confirmed, until it is booked Expedia serves as a third-party intermediary for travel providers such as hotels, care rental agencies, and airlines, and are subject to the rules and restrictions of those providers When a customer makes a purchase, Expedia applies a credit authorization toward the credit card to determine if the card is validThis is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from Expedia Expedia has no control over the timeframe for the pending authorization’s to be removed from the customer’s billing statements 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
December 6, Revdex.com Complaint Department – Expedia 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 to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation at the Hilton Times SquareWe understand from Ms [redacted] complaint that she booked a hotel reservation for December 9-10, and the website changed the dates to November 19-20, Ms [redacted] is requesting a refund that the hotel charged in the amount of $ Our records indicate that on November 8, 2017, the customer or an authorized account user, self-booked a reservation on Expedia.com for one night on November 19-20, at the Hilton Times Square Hotel We have reviewed the online booking made on November 8, and confirmed the dates requested were November 19-20, An itinerary was sent to the customer on November 8, 2017, confirming the hotel chedate was November 19, and the check-out date was November 20, Our records reflect that on November 8, after completing the online hotel reservation, the customer or an authorized account user attempted to change the chedate on the reservation online, but never completed the change Ms [redacted] contacted Expedia on November 19, to change the hotel reservationWe had reached out to the Hilton Times Square and spoke to the hotel managerThe manager declined to issue a refund per their cancellation policyThe cancellation and change policy was provided and agreed to at the time of booking on Expedia.comThe policy stated the following:Cancellations or changes made after 11:PM local hotel time, Sunday, November 12, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees Based on the foregoing reasons, we cannot issue a refund for the hotel reservationWe 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, Tammie M [redacted] Expedia Corporate Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear Ms [redacted] did not accept our response and/or resolution offered As previously advised, on July 21, 2016, the customer contacted Expedia on July 11, 2016, wanting to rebook a trip using an airline credit for [redacted] *** Expedia advised the customer, they had to complete travel by July 15, 2016, to use the flight credit Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors Each airline has its own specific set of policies and procedures as does each ticket purchased WestJet Airlines was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card)Based on the airline policy the tickets are nonrefundable; which the customer did agree to at the time of the booking Since the airline credit is lost, Expedia considers this issue as closed and will no longer address this issue We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service