Complaint: [redacted] I am rejecting this response because: I was not offered any resolution other than a hostile retort This will be an unresolved complaint against Expedia At least other people may benefit from my negative experience Sincerely, [redacted]
October 12, Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc.regarding an issue from our customer Weappreciate the Revdex.com allowing us to address the comments and concerns which havebeen brought to our attention Expedia,Incis disheartened the customer felt their concerns were not resolvedadequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] and [redacted] (Revdex.com case number [redacted] ) regarding a refundrequest We understand the [redacted] are stating the hotel was not acceptable and they didn’t use their reservation.They are asking for a full refund On October12, we attempted to contact the customer to acknowledge receipt of theirRevdex.com complaintOur records indicate on July 6, the customer bookedreservations for two rooms at the [redacted] ***, Manzanillo, Mexico toarrive on July 11, checking out July 13, The customer is reporting the hotel grounds were not clean and presenteda health issue due to mosquitoes breeding in trash on the grounds and beach The cancellation policy agreed to by the customer at thetime of booking states:Cancellation and Change Policy:Refundable Cancellations orchanges made after 11:PM local hotel time, Friday, July 10, aresubject to a hotel fee equal to night(s) plus taxes and fees.Cancellations or changes made after chearesubject to a hotel fee equal to 100% of the total amount paid for thereservationOn October 12, Expedia contacted the [redacted] ***to advocate on behalf of the customer, asking for permission to refund the twobookings in fullThe hotel did not feel the complaint was accurate, but as acourtesy they approved a refund of one night for each reservation, retaining aone night cancellation penalty for each room On October 12, Expedia processed two refunds; $130.02for one night on Itinerary [redacted] and $ for [redacted] , backto the customer’s original form of paymentThe time it takes for the credits to be available in the customer’saccount depends upon how quickly their bank processes refunds Expedia.com serves as a third-party intermediary for hotelproviders and as such, we must abide by and enforce the terms and conditions,and decisions, set forth by our partnersAlthough we regret to hear that the hotel did not meet the customer’sexpectations, we are unable to offer any further refunds or compensation forthese reservations, in addition to the hotels approved one night refundsWe thank you for allowing us the opportunity to address theissues that were brought to our attentionIf you have any further questions or concerns regarding this matter,please feel free to contact us Sincerely, Roseanne G***Tier Customer Service
April 19, Revdex.com Central Ontario Complaint Department Re: Expedia for TD Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia for TD 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 for TD is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia for TD is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refundOn April 12, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 2, 2017, the customer self-booked a flight reservationTravel was on Egypt Air, departing January 10, 2017, from Toronto, Canada to Dubai; and returning on January 25, 2017, from Dubai to Toronto, Canada, via itinerary number [redacted] The customer is stating that she was charged an additional fee for a second baggage Upon further researching this matter, we can confirm on February 17, 2017, the customer contacted Expedia for TD via emailThe customer advised that she was charged an additional fee for a second baggageExpedia for TD replied to the customer that baggage fees are imposed by the airline In reviewing the account, during the booking and checkout path on our website, it was disclosed the fees for baggageThe information was provided to the customer on the itinerary confirmation; which states: pieces 23kg/50lbIf the customer’s baggage weight was more than the requirement the airline would impose a fee Expedia for TD 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 providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia for TD 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 purchasing We hope the customer understands Expedia for TD cannot honor the request for the refund or the compensation We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: First, the problem with getting the voucher is Expedia's faultExpedia has admitted that a site error is the reason I can't access the voucher informationTherefore, Expedia has a duty to ensure I am able to enjoy the activities that were sold to meExpedia could have done a number of things to rectify its errorThey could have re-booked the activities on its websites and given me new voucher numbersExpedia could have contacted the vendors directly and worked out some agreement with them to still allow me to go an the excursions and find some way to pay themI think either of these two options would have been what any reasonable person would expect a company similar to Expedia to do when an error like this occurs Instead customer service representatives talked to me like I was stupidThey tried to explain to me the process of getting the voucher information even after I told them that I was aware of how to do itThey argued with me when I said there was a problem on Expedia's websiteOne representative even told to restart my computer and said that should fix the problemExpedia customer service representatives are clearly not properly trainedEven the supervisor's suggestion that to refund and have me book myself shows the lack effort by Expedia to resolve their mistakesThey point of paying Expedia is to arrange activities through vendorsIf I have to do it myself, then what use is Expedia? Furthermore, Expedia hasn't even given me the websites or company names that I can book these activities with Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The emails from Expedia (attached) actually said 'There is not need to confirm your flight' In addition, it provides me will all sorts of info about passports, Visa and baggage charges, but nothing about an early cut off time to check in to the flight The airline had told me that the information about the chetime should be on my ticket Since the ticket was issued by Expedia, they should have been responsible for putting the information on the ticket Since I do not frequently fly internationally, and never before out of such a small airport as Syracuse, it did not occur to me that checkin would be closed so far before the flight At larger airports I might have needed an hour or more just to go through security and walk to the gate However, my flight held only a few passengers and getting to the gate took only a couple of minutes, so that much time is certainly not needed in this caseSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The issue with Expedia's response is that at no point, when making the reservation, was there any language presented to me that this fare cannot be changed All that was told to me is that this is a 'Special Fare' This has no meaning to me other than the fares were reduced They just said the fare was nonrefundable, names cannot be changed or tickets cannot be transferred If changes are made Expedia does not charge a fee, but the airline might Again, no mention that changes cannot be made That is my whole issue Where is the language? None was presented to me other than what I wrote on this response Sincerely, [redacted]
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, 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 We understand that Mr [redacted] , the son of the passenger Ms [redacted] , contacted Expedia on April 5, 2016, to utilize an airline credit with Jet BlueHe eventually reached a representative who assisted him with the bookingHe later discovered that the booking had been canceledHe later changed his request to a refund request We apologize for any inconvenience related to this issueIt is never Expedia's intent to mislead or to inconvenience our clients, and we are sorry if Mr [redacted] feels we have done so Upon further review, we can confirm that on April 14, 2016, a refund was issued in the amount of $958.36, to the original form of paymentRefunds like this usually take 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
July 23, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, 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 refund request We understand Ms [redacted] is concerned that two attempts to book package itineraries produced pending authorizations when her bookings failed She believes Expedia debited her bank account for the failed transactionsOn July 23, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate the customer accessed Expedia.com and attempted to book a travel package which included flights, hotel rooms, and a car rental The attempts failed and the customer was concerned that her account may have been billed From our research we show that these actually were pending authorizations The bank or credit card company will put funds on hold in anticipation of paying a vendor, when an attempt to purchase something is made When the transaction does not go through, whether it’s due to the customer not completing the purchase, the card not having enough available credit, or the bank’s daily spending limit being too low, the money will sit on hold in pending status, until the bank or card company releases it back to the customer for their use We know this can be confusing or frustrating for the customer; however it is a function of their bank While Expedia can contact the bank or card company and ask that they release the authorization, we have no authority to force the bank to do so Most banks will release the pending authorizations within – hours automatically As we were unable to speak to the customer today, to ensure the authorizations were released and her funds made available to her again, we are responding with the belief that this matter has been resolved between the customer and her bank If she has further information or needs further assistance from Expedia, we would welcome her response back to this letter We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
April 21, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 refund request Our records indicate on March 24, the customer accessed Expedia.com and booked a one night stay at the Beijing Fujian Hotel in Beijing, China for guest [redacted] to check in on March 25, and check out on March 27, on Itinerary # [redacted] Although Expedia shows the hotel did provide Expedia with a confirmation number, confirming they received the reservation and would accommodate the guest, the customer is reporting that the hotel did not provide a room, stating they did not have the reservation Expedia contacted the hotel and they refused to agree to a refund, however we show this matter was resolved on April 12, when Expedia provided a courtesy refund due to the hotel not providing service A refund of $was processed back to the customer’s original form of payment on April 12, The amount of time it takes for the credit to be available in their account depends upon how quickly their bank processes refunds Expedia regrets the inconvenience this matter has caused our customer We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: When I booked the hotel, expedia said " no need to call and you are booked with a room"But in realty I was offered no roomNow in the response to the complaint says "Since there was no error on Expedia’s part, and the entire hotel stay was utilized in full, no refunds or compensation will be offered from Expedia.com regarding this matter." Totally wrongThe hotel stay was never given, then how can it be utilized in fullThere was an error on Expedia endYou said room was booked and no need to callBut in reality no room was givenThis is indeed an error, mistake, misrepresentation, promise from Expedia endAlso I checked my account (sekhar.***@gmail.com is the account ID) and I do not see any coupons or voucher amounts as said in the earlier response.Original email from expedia: [redacted] Sat May/23/- Mon May/25/room | nightsBOOKEDYour reservation is bookedNo need to call us to reconfirm this reservationView hotel details [redacted] Piscataway, NJ, United States of AmericaTel: [redacted] , Fax: [redacted] Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: What they are talking about is in fine prints that can not be read and was not clearly disclosed at the tile of booking There should be more consumer protection against all these fine prints They also made another trick is that although the invoice is coming from them (attached) the charge on my credit card was directly from the cruise, so when I disputed the charge with my credit card, the cruise responded there is nothing they can do because it was booked through a third party, while my credit card company was not able to dispute this difference with expedia because they were not able to locate the charge from expedia company, Revdex.com should protect consumer against these types of transactions, please I need the details of my complaint published so people do not get tricked with this company like I did, I will also make sure to post all details on all social media.Sincerely, [redacted] ***
August 10, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding her reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
January 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 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] A [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand [redacted] is requesting a full refundOn January 15, 2016, we contacted [redacted] Space to acknowledge receipt of their Revdex.com complaint Our records reflect on October 29, 2015, the customer self-booked a combinable one way flights reservation for [redacted] and [redacted] using Expedia.com website Flight was on Spirit Airlines, departing January 11, 2016, from [redacted] , [redacted] to ***, [redacted] and returning on January 18, 2016, from ***, [redacted] to [redacted] , [redacted] with Frontier Total costs of the flights were The customer is stating she called within the hour timeframe to void the tickets We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary Based on the airline regulations, courtesy voids are allowed if the customer contacts us within a 24-hr timeframe from when the flights are bookedExpedia has no record the customer contacted us during that period We can confirm [redacted] contacted us on November 03, 2015, to void the flightsOur agent did advise the customer she was no longer in the hour timeframe to void the ticketsAs both Spirit Airlines and Frontier Airlines are Low Cost Carriers, they require the customer to contact them directly should they need to cancel or change their reservationBased on that requirement, our agent advised the customer to contact the airlines directly Further research reflects on January 04, 2016, the customer contacted Expedia to cancel the ticketsExpedia advocated on behalf of the customer and contacted the airlinesThe airline advised the tickets would be lost value and that she could only make changes with fees Our agent transferred the customer to the airline to further discuss her options 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 Spirit and Frontier are the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card)I hope you understand we must abide by their rulesAs a result, we are unable to honor the customer’s request for a refund Ms [redacted] also mentioned in her complaint, she received an email stating her booking on October 29, 2015, failedAll records reflect the tickets were issued on October 29, If the customer has documentation stating her reservation failed, we ask that she submit those documents for further review of her complaintMs [redacted] can submit the documents via the Revdex.com complaint system We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
TDecember 12, 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 Mr [redacted] Expedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on December 9, 2014, the customer self-booked a reservation using the Expedia.com websiteWe understand from the complaint, the customer is requesting a refundAs per the customer’s detail of the issues, Expedia initially contacted the hotel directly on behalf of the customer requesting charges be waived by the hotel for changes the customer was requestingThe hotel agreed at that time and the customer was advised the reservation was now directly with the hotelLater that year, the customer made changes once again directly with the hotelPlease note that 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 providersWe do not own or operate any hotels, and we do not set any cancellation or refund policiesExpedia is unable to refund the customer as this reservation was changed to a hotel direct reservationThe customer would need to contact the hotelWe 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: Expedia owes [redacted] $ This has been explained over and over again by phone to many different Expedia employees and also by email many times Expedia has had ample time to review this complaint.Sincerely, [redacted] ***
April 11, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] ***( Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Expedia acknowledges that they failed to contact Best Western to cancel this reservation and has paid for the booking but has not addressed the overdraft fees and time I've spent proving that their customer service department deceived me as they did not "find" the call I made to cancel but when confronted with phone records showing the call was made they miraculously change their minds and refund! I am not satisfied and demand a $voucher travel credit, until that is received this case is open Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I was "told" by Expedia, Incin their Revdex.com response letter of October 11th to contact their client, Receivables Management Services (RMS) , and notify them to "stop collection dispute." I called the number provided to Receivalbes Management Services and was told by Jessica Palmer to email Expedia's Revdex.com letter to [email protected] I emailed all requested information and I requested RMS to "confirm receipt of the email" I sent RMS has not confirmed receipt of my emailNor have I received any assurances, in writing, that crdit bureau adverse notations that may have been put on my rating(s) aree expunged In as much as RMS was hired by Expedia, Inc., Expedia should contact RMS to stop the collection dispute and provide me with written documentation(s) as requested in my letter to RMS Once that is done I believe that the matter would be resolved to all partys' satisfaction Sincerely, [redacted]
May 25, 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 hotel reservation We understand Mr [redacted] is requesting a refund and compensationOn May 21, 2017, we received receipt of the Revdex.com complaint Our records reflect on May 15, 2017, the customer self-booked a hotel reservation at the Extended Stay America Santa Rosa with a chedate May 19, 2017, and with a check-out date of May 22, 2017, via itinerary number [redacted] The customer is stating that the reservation was canceled and that the customer was not relocated Upon further researching this matter, we can confirm on May 22, 2017, the customer contacted Expedia advising that the reservation was canceledThe customer was transferred to our relocation department team In reviewing the account, the reservation was not canceled by Expedia or the hotelOn May 25, 2017, Expedia contacted the hotel; they advised that the customer was marked as a no show and that they imposed the night no show feeThe hotel did authorize the refund for the other nights Expedia has process the refund for the other two nights in the amount of $back on to the original form of paymentWe can confirm that the customer did receive the $coupon for a future hotel reservationThe coupon is active for use; the customer can view the terms and conditions for the coupon, via the customer’s Expedia online account Based on the above, Expedia is unable to honor the request for any further refunds or compensation We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: I was not offered any resolution other than a hostile retort This will be an unresolved complaint against Expedia At least other people may benefit from my negative experience Sincerely, [redacted]
October 12, Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc.regarding an issue from our customer Weappreciate the Revdex.com allowing us to address the comments and concerns which havebeen brought to our attention Expedia,Incis disheartened the customer felt their concerns were not resolvedadequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] and [redacted] (Revdex.com case number [redacted] ) regarding a refundrequest We understand the [redacted] are stating the hotel was not acceptable and they didn’t use their reservation.They are asking for a full refund On October12, we attempted to contact the customer to acknowledge receipt of theirRevdex.com complaintOur records indicate on July 6, the customer bookedreservations for two rooms at the [redacted] ***, Manzanillo, Mexico toarrive on July 11, checking out July 13, The customer is reporting the hotel grounds were not clean and presenteda health issue due to mosquitoes breeding in trash on the grounds and beach The cancellation policy agreed to by the customer at thetime of booking states:Cancellation and Change Policy:Refundable Cancellations orchanges made after 11:PM local hotel time, Friday, July 10, aresubject to a hotel fee equal to night(s) plus taxes and fees.Cancellations or changes made after chearesubject to a hotel fee equal to 100% of the total amount paid for thereservationOn October 12, Expedia contacted the [redacted] ***to advocate on behalf of the customer, asking for permission to refund the twobookings in fullThe hotel did not feel the complaint was accurate, but as acourtesy they approved a refund of one night for each reservation, retaining aone night cancellation penalty for each room On October 12, Expedia processed two refunds; $130.02for one night on Itinerary [redacted] and $ for [redacted] , backto the customer’s original form of paymentThe time it takes for the credits to be available in the customer’saccount depends upon how quickly their bank processes refunds Expedia.com serves as a third-party intermediary for hotelproviders and as such, we must abide by and enforce the terms and conditions,and decisions, set forth by our partnersAlthough we regret to hear that the hotel did not meet the customer’sexpectations, we are unable to offer any further refunds or compensation forthese reservations, in addition to the hotels approved one night refundsWe thank you for allowing us the opportunity to address theissues that were brought to our attentionIf you have any further questions or concerns regarding this matter,please feel free to contact us Sincerely, Roseanne G***Tier Customer Service
April 19, Revdex.com Central Ontario Complaint Department Re: Expedia for TD Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia for TD 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 for TD is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia for TD is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refundOn April 12, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 2, 2017, the customer self-booked a flight reservationTravel was on Egypt Air, departing January 10, 2017, from Toronto, Canada to Dubai; and returning on January 25, 2017, from Dubai to Toronto, Canada, via itinerary number [redacted] The customer is stating that she was charged an additional fee for a second baggage Upon further researching this matter, we can confirm on February 17, 2017, the customer contacted Expedia for TD via emailThe customer advised that she was charged an additional fee for a second baggageExpedia for TD replied to the customer that baggage fees are imposed by the airline In reviewing the account, during the booking and checkout path on our website, it was disclosed the fees for baggageThe information was provided to the customer on the itinerary confirmation; which states: pieces 23kg/50lbIf the customer’s baggage weight was more than the requirement the airline would impose a fee Expedia for TD 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 providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia for TD 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 purchasing We hope the customer understands Expedia for TD cannot honor the request for the refund or the compensation We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: First, the problem with getting the voucher is Expedia's faultExpedia has admitted that a site error is the reason I can't access the voucher informationTherefore, Expedia has a duty to ensure I am able to enjoy the activities that were sold to meExpedia could have done a number of things to rectify its errorThey could have re-booked the activities on its websites and given me new voucher numbersExpedia could have contacted the vendors directly and worked out some agreement with them to still allow me to go an the excursions and find some way to pay themI think either of these two options would have been what any reasonable person would expect a company similar to Expedia to do when an error like this occurs Instead customer service representatives talked to me like I was stupidThey tried to explain to me the process of getting the voucher information even after I told them that I was aware of how to do itThey argued with me when I said there was a problem on Expedia's websiteOne representative even told to restart my computer and said that should fix the problemExpedia customer service representatives are clearly not properly trainedEven the supervisor's suggestion that to refund and have me book myself shows the lack effort by Expedia to resolve their mistakesThey point of paying Expedia is to arrange activities through vendorsIf I have to do it myself, then what use is Expedia? Furthermore, Expedia hasn't even given me the websites or company names that I can book these activities with Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The emails from Expedia (attached) actually said 'There is not need to confirm your flight' In addition, it provides me will all sorts of info about passports, Visa and baggage charges, but nothing about an early cut off time to check in to the flight The airline had told me that the information about the chetime should be on my ticket Since the ticket was issued by Expedia, they should have been responsible for putting the information on the ticket Since I do not frequently fly internationally, and never before out of such a small airport as Syracuse, it did not occur to me that checkin would be closed so far before the flight At larger airports I might have needed an hour or more just to go through security and walk to the gate However, my flight held only a few passengers and getting to the gate took only a couple of minutes, so that much time is certainly not needed in this caseSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The issue with Expedia's response is that at no point, when making the reservation, was there any language presented to me that this fare cannot be changed All that was told to me is that this is a 'Special Fare' This has no meaning to me other than the fares were reduced They just said the fare was nonrefundable, names cannot be changed or tickets cannot be transferred If changes are made Expedia does not charge a fee, but the airline might Again, no mention that changes cannot be made That is my whole issue Where is the language? None was presented to me other than what I wrote on this response Sincerely, [redacted]
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, 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 We understand that Mr [redacted] , the son of the passenger Ms [redacted] , contacted Expedia on April 5, 2016, to utilize an airline credit with Jet BlueHe eventually reached a representative who assisted him with the bookingHe later discovered that the booking had been canceledHe later changed his request to a refund request We apologize for any inconvenience related to this issueIt is never Expedia's intent to mislead or to inconvenience our clients, and we are sorry if Mr [redacted] feels we have done so Upon further review, we can confirm that on April 14, 2016, a refund was issued in the amount of $958.36, to the original form of paymentRefunds like this usually take 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
July 23, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, 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 refund request We understand Ms [redacted] is concerned that two attempts to book package itineraries produced pending authorizations when her bookings failed She believes Expedia debited her bank account for the failed transactionsOn July 23, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate the customer accessed Expedia.com and attempted to book a travel package which included flights, hotel rooms, and a car rental The attempts failed and the customer was concerned that her account may have been billed From our research we show that these actually were pending authorizations The bank or credit card company will put funds on hold in anticipation of paying a vendor, when an attempt to purchase something is made When the transaction does not go through, whether it’s due to the customer not completing the purchase, the card not having enough available credit, or the bank’s daily spending limit being too low, the money will sit on hold in pending status, until the bank or card company releases it back to the customer for their use We know this can be confusing or frustrating for the customer; however it is a function of their bank While Expedia can contact the bank or card company and ask that they release the authorization, we have no authority to force the bank to do so Most banks will release the pending authorizations within – hours automatically As we were unable to speak to the customer today, to ensure the authorizations were released and her funds made available to her again, we are responding with the belief that this matter has been resolved between the customer and her bank If she has further information or needs further assistance from Expedia, we would welcome her response back to this letter We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
April 21, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 refund request Our records indicate on March 24, the customer accessed Expedia.com and booked a one night stay at the Beijing Fujian Hotel in Beijing, China for guest [redacted] to check in on March 25, and check out on March 27, on Itinerary # [redacted] Although Expedia shows the hotel did provide Expedia with a confirmation number, confirming they received the reservation and would accommodate the guest, the customer is reporting that the hotel did not provide a room, stating they did not have the reservation Expedia contacted the hotel and they refused to agree to a refund, however we show this matter was resolved on April 12, when Expedia provided a courtesy refund due to the hotel not providing service A refund of $was processed back to the customer’s original form of payment on April 12, The amount of time it takes for the credit to be available in their account depends upon how quickly their bank processes refunds Expedia regrets the inconvenience this matter has caused our customer We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: When I booked the hotel, expedia said " no need to call and you are booked with a room"But in realty I was offered no roomNow in the response to the complaint says "Since there was no error on Expedia’s part, and the entire hotel stay was utilized in full, no refunds or compensation will be offered from Expedia.com regarding this matter." Totally wrongThe hotel stay was never given, then how can it be utilized in fullThere was an error on Expedia endYou said room was booked and no need to callBut in reality no room was givenThis is indeed an error, mistake, misrepresentation, promise from Expedia endAlso I checked my account (sekhar.***@gmail.com is the account ID) and I do not see any coupons or voucher amounts as said in the earlier response.Original email from expedia: [redacted] Sat May/23/- Mon May/25/room | nightsBOOKEDYour reservation is bookedNo need to call us to reconfirm this reservationView hotel details [redacted] Piscataway, NJ, United States of AmericaTel: [redacted] , Fax: [redacted] Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: What they are talking about is in fine prints that can not be read and was not clearly disclosed at the tile of booking There should be more consumer protection against all these fine prints They also made another trick is that although the invoice is coming from them (attached) the charge on my credit card was directly from the cruise, so when I disputed the charge with my credit card, the cruise responded there is nothing they can do because it was booked through a third party, while my credit card company was not able to dispute this difference with expedia because they were not able to locate the charge from expedia company, Revdex.com should protect consumer against these types of transactions, please I need the details of my complaint published so people do not get tricked with this company like I did, I will also make sure to post all details on all social media.Sincerely, [redacted] ***
August 10, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding her reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
January 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 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] A [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand [redacted] is requesting a full refundOn January 15, 2016, we contacted [redacted] Space to acknowledge receipt of their Revdex.com complaint Our records reflect on October 29, 2015, the customer self-booked a combinable one way flights reservation for [redacted] and [redacted] using Expedia.com website Flight was on Spirit Airlines, departing January 11, 2016, from [redacted] , [redacted] to ***, [redacted] and returning on January 18, 2016, from ***, [redacted] to [redacted] , [redacted] with Frontier Total costs of the flights were The customer is stating she called within the hour timeframe to void the tickets We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary Based on the airline regulations, courtesy voids are allowed if the customer contacts us within a 24-hr timeframe from when the flights are bookedExpedia has no record the customer contacted us during that period We can confirm [redacted] contacted us on November 03, 2015, to void the flightsOur agent did advise the customer she was no longer in the hour timeframe to void the ticketsAs both Spirit Airlines and Frontier Airlines are Low Cost Carriers, they require the customer to contact them directly should they need to cancel or change their reservationBased on that requirement, our agent advised the customer to contact the airlines directly Further research reflects on January 04, 2016, the customer contacted Expedia to cancel the ticketsExpedia advocated on behalf of the customer and contacted the airlinesThe airline advised the tickets would be lost value and that she could only make changes with fees Our agent transferred the customer to the airline to further discuss her options 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 Spirit and Frontier are the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card)I hope you understand we must abide by their rulesAs a result, we are unable to honor the customer’s request for a refund Ms [redacted] also mentioned in her complaint, she received an email stating her booking on October 29, 2015, failedAll records reflect the tickets were issued on October 29, If the customer has documentation stating her reservation failed, we ask that she submit those documents for further review of her complaintMs [redacted] can submit the documents via the Revdex.com complaint system We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
TDecember 12, 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 Mr [redacted] Expedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on December 9, 2014, the customer self-booked a reservation using the Expedia.com websiteWe understand from the complaint, the customer is requesting a refundAs per the customer’s detail of the issues, Expedia initially contacted the hotel directly on behalf of the customer requesting charges be waived by the hotel for changes the customer was requestingThe hotel agreed at that time and the customer was advised the reservation was now directly with the hotelLater that year, the customer made changes once again directly with the hotelPlease note that 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 providersWe do not own or operate any hotels, and we do not set any cancellation or refund policiesExpedia is unable to refund the customer as this reservation was changed to a hotel direct reservationThe customer would need to contact the hotelWe 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: Expedia owes [redacted] $ This has been explained over and over again by phone to many different Expedia employees and also by email many times Expedia has had ample time to review this complaint.Sincerely, [redacted] ***
April 11, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] ***( Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Expedia acknowledges that they failed to contact Best Western to cancel this reservation and has paid for the booking but has not addressed the overdraft fees and time I've spent proving that their customer service department deceived me as they did not "find" the call I made to cancel but when confronted with phone records showing the call was made they miraculously change their minds and refund! I am not satisfied and demand a $voucher travel credit, until that is received this case is open Sincerely, [redacted]
No response has been made by expedia and no refund has been issued by them do not close this complaint until they issue a refund
Complaint: [redacted] I am rejecting this response because: I was "told" by Expedia, Incin their Revdex.com response letter of October 11th to contact their client, Receivables Management Services (RMS) , and notify them to "stop collection dispute." I called the number provided to Receivalbes Management Services and was told by Jessica Palmer to email Expedia's Revdex.com letter to [email protected] I emailed all requested information and I requested RMS to "confirm receipt of the email" I sent RMS has not confirmed receipt of my emailNor have I received any assurances, in writing, that crdit bureau adverse notations that may have been put on my rating(s) aree expunged In as much as RMS was hired by Expedia, Inc., Expedia should contact RMS to stop the collection dispute and provide me with written documentation(s) as requested in my letter to RMS Once that is done I believe that the matter would be resolved to all partys' satisfaction Sincerely, [redacted]
May 25, 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 hotel reservation We understand Mr [redacted] is requesting a refund and compensationOn May 21, 2017, we received receipt of the Revdex.com complaint Our records reflect on May 15, 2017, the customer self-booked a hotel reservation at the Extended Stay America Santa Rosa with a chedate May 19, 2017, and with a check-out date of May 22, 2017, via itinerary number [redacted] The customer is stating that the reservation was canceled and that the customer was not relocated Upon further researching this matter, we can confirm on May 22, 2017, the customer contacted Expedia advising that the reservation was canceledThe customer was transferred to our relocation department team In reviewing the account, the reservation was not canceled by Expedia or the hotelOn May 25, 2017, Expedia contacted the hotel; they advised that the customer was marked as a no show and that they imposed the night no show feeThe hotel did authorize the refund for the other nights Expedia has process the refund for the other two nights in the amount of $back on to the original form of paymentWe can confirm that the customer did receive the $coupon for a future hotel reservationThe coupon is active for use; the customer can view the terms and conditions for the coupon, via the customer’s Expedia online account Based on the above, Expedia is unable to honor the request for any further refunds or compensation We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service