June 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from ( [redacted] ) (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a flight creditOn June 1, 2016, we received the receipt of the Revdex.com complaint Our records reflect the customer self-booked a combinable one-way flight reservation on May 28, 2015, using Expedia.comTravel was on [redacted] , departing June 11, 2015, from Detroit, Michigan to Fort Lauderdale, Florida; returning on June 15, 2015, from Fort Lauderdale, Florida to Detroit, Michigan with [redacted] AirlinesThe customer is stating she was not aware of the change fees to rebook using the flight credit Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As 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 policies 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 purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Upon further researching this matter, we can confirm on June 3, 2015, the customer contacted Expedia, needing to cancel the flight reservationOur agent advised the customer the tickets were nonrefundable with a flight credit amount of $with [redacted] and a credit amount of $with [redacted] AirlinesOur agent advised the customer the credit would be valid for year from the issue date of May 28, Our agent advised the customer that they would be responsible for the change fee of $per ticket and any fare difference and sent an email confirmationThe customer understood and agreed On May 17, 2016, the customer contacted Expedia, wanting to rebook using the flight creditOur agent advised the customer the change fee is $per ticket; however due to the flight credit with both airlines are being less than the change fee, the agent advised the customer the tickets would not have any value on them The customer advised that agent that she was not aware of the change fees and requested a managerOur agent transferred the customer to a manager; however our manager did advised the customer of the same policyThe customer requested to combine the creditOur manger advised the customer Expedia cannot combine the credit as they are with two different airlines In reviewing Ms [redacted] ’s account, Expedia can verify the email for the cancelation confirmation was sent to the customerThe credit for [redacted] is in the amount of $and for [redacted] is in the amount of $Base on the policy for both airlines the change fee is $per ticket Since the change fee is more than the credit, the tickets are considered as lostExpedia must adhere to the airline policy and cannot honor the customer request for a flight credit 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
October 27, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 October 16, 2015, booked a one-night stay at the [redacted] in Green Bay, Wisconsin from October 16, 2015, through October 17, According to [redacted] complaint, the room that was requested should have included a free breakfast but did not Bhaskar is requesting a full refund for the booking of $Per our records, the requested refund was issued on October 16, Refunds 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
Complaint: [redacted] I am rejecting this response because: They made the mistake and I was suppose to call with in hours but I never received anything a conformation or a receipt???? how can I fix it if I didn't receive either? they should pay the airlines for their mistake not meat the time I did call they stated I would receive a full refund for my rental car and I have yet to receive thatthe amount I was charged was not only for plane tickets it was also for a rental car that was also on wrong datesso I also had to cancel this and they did state I would receive this refundThis is taking advantage of the consumer I had that amount taken out of my bank and I don't even have a receipt for what I paid for??? how is that possible and why is it taking almost months to refund my rental car moneySomething is not right hereEven the supervisor I talk to said the agent I talk to when originally made the reservations was not suppose to hang up with me until I got the conformationshe did hang up and I never received anythingWhy would I reserve a car to return it before I even fly out and why would I reserve plane tickets a week later than the hotels I booked?????Sincerely, [redacted]
February 12, Revdex.com Northeast Texas Complaint Department RE: Expedia Inc case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com.au regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attentionExpedia.com.au is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia.com.au is responding to the consumer complaint from Mr [redacted] (Revdex.com case number [redacted] ) regarding his package bookingWe understand Mr [redacted] is seeking a refund for the flight bookingWe have investigated and identified, that a schedule change has happened on his bookingWe contacted the airline and got waiver for free of charge cancellationWe contacted the customer and processed the complete refund of flight booking as well as covered the refund of the insurance purchased The refund of AUD is successfully processed in the original form of payment and will reflect within working daysThe customer is satisfied with the resolution providedAgain, we thank you for allowing us the opportunity to address this issue that was brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usKind Regards, Purnima C [redacted] Priority Customer Escalations Agent, Expedia.com.au
Complaint: [redacted] I am rejecting this response because: Expedia did offer to rebook the flight for us but wanted an additional $5900, which we could not afford They left us absolutely no option except to book the flight ourselves with [redacted] Airlines for $ [redacted] had no problem booking the minor on the flight because her family already had tickets for the flight, they merely linked their tickets and she was allowed to travel with her original party Out of all the customer service representatives I spoke to over the two to three week period, not one explained the cancellation and rebooking policy to me They all kept telling me we could correct the name I couldn't understand most of them because of accents and they seemed to have a hard time keeping a connection In my personal opinion Expedia uses these tactics not to provide service but to squeeze more money from it's customers They might think their responsibility is resolved because they insulate themselves with off shore customer service representatives but I want to assure them they will never get any of my business or my friend or family business again I am aware of the many businesses they are associated with and provide operations for so I will never use them again either Thank you for your assistance I will try another route PS: The family that visited us from Italy had a wonderful Christmas and New Years for their first trip to the U.S.A., no thanks to Expedia Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: If Dan from Expedia read the complaint, he would see that I did not receive an Itinerary number in the first placeThat is my main complaint besides the fact that they took my money, charged my bank account, processed my plane ticket with WOW Airlines (while missing major information) and did not send me a confirmation email or itinerary numberWhile I was on the phone with the call center agents, they acknowledged that Expedia took my money and processed this booking but there was a glitchBUT the call center agents have no power to fix this glitchDan also did not read the complaint clearly to see that my name is [redacted] and my email address is [redacted] I have an account with their website and I see my history and I have talked for hours with their customer service department about these exact issues but could not get a resolution because they have no authority I need Expedia to acknowledge their mistake and fix this issue ASAP as mentioned in my original complaint Sincerely, [redacted]
March 2, 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refundOn March 1, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Upon researching this matter, our records reflect on May 3, 2015, the customer self-book a one-way flight reservation using Expedia.com Travel was on Tap Portugal, departing September 6, 2015, from Newark New Jersey to Lisbon, Portugal The customer is stating his flight was canceled and he has not been refunded From time to time and for a variety of reasons, airlines issue schedule changes We understand these changes can be inconvenient, time consuming, and inconvenience the customerHowever, 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 providersTap Portugal was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occursExpedia cannot provide alternative flight options unless approved by the airline, and Expedia must adhere to the airline’s policies Only the airline can make changes to a customer’s flightsThese changes are not related to the type of ticket a customer purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues We can confirm on June 9, 2015, the customer contacted Expedia needing to change the date to September 5, 2015; the agent processed the exchange; and charged the customer in the amount of $ On June 29, 2015, the customer contacted Expedia, advising that they received an email advising that the flight was canceled At that time, the customer requested a refund The agent contacted the airline, however the airline was closed; the customer was advised to call back once the airline was open We can confirm the customer contacted Expedia several times, requesting a refund for the flights; however our agents were not able to contact the airline On January 9, 2016, the customer contacted Expedia, requesting the refund; the agent contacted the airline and was advised by the airline that they tried to process the refund; however, because the customer disputed the charge with their credit card, they cannot process the refund On March 2, 2016, Expedia contacted Tap Portugal on the customer’s behalf; they advised the flight was canceled However, because the customer disputed the charge with their credit card, they are unable to process a refund The airline advised the customer must remove the dispute from their credit card before a refund can be issued Once the dispute has been removed from the customer’s credit card, the customer must contact Expedia 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
To provide some additional information On July 12, 2016, the customer initially wanted a full refund In this letter options were provided to the customer in regards to cancelling and retaining an airline credit The customer would be responsible for the change fee of $CAD per passenger and any fare difference As well it was verified and communicated to the customer that the booking was made on the Expeida.com website not the Expeida.ca website Due to the customer error, Expedia was never refunding the difference for the currency conversion rate from USD to CAD To reiterate, the customer self-booked the trip on a US site, which is customer errorOn August 4, rebuttal response, it was again advised, that the Expedia.com website does indicate that it is in USD At this time the agent offered a $USD refund for the “airline exchange fee” The currency exchange rate as of July 25, 2016, converted to $USD This is the $change fee mentioned in the July letter converted from CAD to USD.The August 16, rebuttal letter the agent quoted that the $was the exchange fee rate for one travelerThe agent should have refunded the $for all five passengers not just one passengerExpedia has now refunded the additional $USD to the original form of paymentExpedia considers this matter resolved and closed
October 7, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund in the amount of $ Our records indicate on September 22, 2015, the customer booked flight reservations – itinerary [redacted] Travel was on [redacted] , departing October 22, 2015, from Washington DC to Las Vegas, Nevada and returning on [redacted] on October 25, 2015, for one passenger On September 22, 2015, Expedia contacted the customer to advise the airlines were unable to process the customer’s reservations as the fare for the flight was invalidAt that the customer agreed to pay the additional amount of $in order to secure and confirm the flight itinerary Expedia.com serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved [redacted] and [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card)The change fees and increases in airfare are set and collected by the airline We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted] and [redacted] ------ When finalizing a reservation on Expedia.com, the user agrees to the specific rules and restrictions provided during the booking session As set forth in the Expedia Terms of Use: SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you selectPlease read these additional terms and conditions carefullyIn particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s websiteYou agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe reserve the right to cancel your booking if full payment is not received in a timely fashion You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation On October 7, 2015, as a goodwill gesture Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to receive a refund depends on how quickly the customer’s credit card company processes refunds, generally 3-days We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Nicole P [redacted] Tier Customer Service
August 29, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mr [redacted] is requesting to be relocated to a different hotelOn August 28, 2017, we received receipt of the Revdex.com complaint Our records reflect May 30, 2017; an agent assisted the customer book a package reservationTravel is on American Airlines, departing September 19, 2017, from Phoenix, Arizona to Barcelona, Spain; and returning on September 29, 2017, from Barcelona, Spain to Phoenix, ArizonaThe package includes a hotel stay at the Two Hotel Barcelona by Axel-Adults only, via itinerary number [redacted] The customer is stating that Expedia did not disclose that the hotel advertises for gays Upon further researching this matter, we can confirm on July 28, 2017, the customer contacted Expedia complaining about the hotelThe customer advised that they were not disclosed that the hotel advertises for gaysThe customer requested to cancel and receive the refundExpedia contacted the hotel because it is nonrefundable, the hotel would not authorize the cancellation or refundThe hotel advised that all guest are welcome at the hotel In reviewing the account, the package reservation is active for travel on September 19, The flight is nonrefundable; the customer is responsible for the airline impose change fee of $per person; plus any fare differenceIf the customer would like to be relocated to a different hotel, Expedia can assist the customer; however it would be at the customer’s own expense Please 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, nor do we set any policies related to refundsWe hope the customer understand that we must adhere to the policies of the hotel in this caseOur customers do have the capability to view hotels reviews online before purchasing the reservation Our website does provide information that they hotel is affiliated with international gay, lesbian, bisexual and transgender guestsExpedia is not required to provide this information Based on the above, Expedia is unable to honor the relocation or refund request 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: it is not resolvedThey still charged me almost dollars for nothingThe Expedia page I booked my vacation from said that it is free cancellation hrs before the trip! I called min after I booked and cancelledI called again to confirm it was canceled! They told me that it was! I got an E mail form them that it was cancelled! Now they are saying that it was non refundable! Not fair, bad business! I need full refund! Thank you!Sincerely, [redacted]
August 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the RevDex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on June 5, 2014, the customer self-booked a flight reservation for two travelers using Expedia’s website, itinerary [redacted] Travel was with [redacted] from San Francisco, CA to Manila, Philippines, departing on October 29, Prior to travel departure the customer contacted Expedia and cancelled the ticket for one of the travelers, [redacted] , receiving an airline credit for future use in the amount of $Ms [redacted] states she was advised by Expedia that she has until October 29, 2015, to utilize this creditUpon contacting Expedia in July 2015, Ms [redacted] was advised that [redacted] will not allow the credit to be used as it had already expiredWe understand Ms [redacted] is requesting a refund of the airline credit, minus the airline imposed penalty fee of $200.00, as she is no longer able to utilize the credit towards a new booking We have verified that at the time of cancellation Expedia contacted the airline to verify the ticket credit validity and was provided the same information forwarded to the customerHowever, when contacted again to utilize the credit, Expedia was advised that the credit value was lostExpedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines As Ms [redacted] was advised she has until October 29, 2015, to rebook, but the airline credit could no longer be utilized, Expedia issued a refund in the amount of $($ticket credit minus the airline imposed penalty fee of $200.00) as a courtesy exceptionThe time it takes a refund to post to Ms [redacted] ’ account depends on how quickly her credit card company processes refunds, generally within 3-business days We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
January 28, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our 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 case number [redacted] ) regarding a flight reservationWe understand from the customers complaint she is requesting a refund of the credit of the reservation.Our records indicate on August 31, the customer self-booked a package with a roundtrip flight on Expedia siteThe customers flights are operated by United Airlines are scheduled to depart from StLouis to Denver on October 27, and returning on October 29, The customer dud not purchase insurance.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 providersAs a result, 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 policiesThe flights merchant of record is United Airlines, and the companies that charged the customer’s credit cardWe hope Ms [redacted] understands we have to abide by their rules and regulationsBased on the fare rules the customer agreed to at the time of booking, her ticket was non-refundable non-transferable and no changes were allowedThe customer purchased a basic economy fare ticketVia her confirmation email she was advised of the terms and conditions belowWe can confirm that on August 31, the customer was sent a confirmation email that stated the following:Restrictions include: Voluntary ticket changes or refunds are not permitted except as stated in the United 24-hour flexible booking policy 3Due to the information provided to the customer at the time of booking we are unable to offer any refunds as this flight was non-changeable.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:I am surprised that Expedia is surprised that I did not go to them first In fact, I spent over hours trying to get a resolution As they keep repeating, that the airline trip was not affected by Hurricane Irma, is NOT accurate Fort Lauderdale airport was closed on Saturday, thereby forcing the cancellation of the trip to Peru and ultimately making it possible to be in Cusco to then take the flight in question.Furthermore, I was told by Latam that Expedia sold a ticket to me that was for Peruvian Residents Only Expedia knowingly sold this This is fraud See the attached image of communications with Expedia Finally, they did NOT advocate on my behalf I had to practically beg them to call Latam, and on many occasions, Expedia reps said that the flight "could not be cancelled." The fact that I finally accepted the $voucher after they repeatedly told me that I could not cancel was NOT an acceptance on my part that the matter is closed It is still open And I want a full refund Sincerely, [redacted] ***
May 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-*** 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 her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is requesting Expedia to process a refund based on the Expedia Vacation Waiver insurance purchased with the booking On May 18, 2015, we attempted to contact Ms [redacted] to acknowledge receipt of her Revdex.com complaint but were unable to reach herOur records indicate on June 26, 2014, Ms [redacted] self-booked a flight reservation on Expedia.com without the assistance of an Expedia representative for four travelers departing June 17, from Philadelphia, PA to Miami, FL with [redacted] , returning June 20, Additionally, the customer purchased our Expedia Vacation Waiver insurance protection which offers:· The opportunity to change or cancel the trip for any reason (1) time prior to the scheduled start time without being charged any change or cancellation fees If canceling, any monies paid will be returned except the cost of published airfare, which may be made available as a credit for future travelOn December 29, 2014, Ms [redacted] contacted us to cancel the flights We advised Ms [redacted] that policy required we charge $per ticket when she was ready to rebook; however, since she purchased the insurance she would be eligible for a refund of those charges We also advised Ms [redacted] that the airlines require the credit to be applied towards new tickets for the same travelers on the original itinerary The customer contacted us on March 17, 2015, with a request to exchange the flights; however, the call did not complete and the exchange was not processed We were unable to reach Ms [redacted] when we attempted to call her backAfter several exchanges between the customer and Expedia, on April 20, 2015, Ms [redacted] contacted us to use her existing airline credit towards new flights for three travelers only We processed Ms [redacted] request and submitted a request internally to also process the refund for the airline penalty charged for three travelers in the amount of $ Upon further research, we were able to verify the claim for the cancellation penalty covered under the insurance waiver On May 18, 2015, a refund in the amount of $was processed back to the original form of payment Ms [redacted] still has an airline credit with US Airways in the amount of $274.76; however, travel must be completed by June 26, The airfare is non-refundable Ms [redacted] will be required to pay a $penalty at the time that she contacts Expedia to rebook using her existing airline credit At that time, we will provide a refund of that penalty We encourage Ms [redacted] to contact us at her earliest convenience to rebook her next flight as these requests cannot be processed via email The Expedia Vacation Waiver is explained as follows: http://www.expedia.com/daily/promos/travel_protection_plans/vacation_waiver.asp?...⇄ 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, [redacted] ***Tier Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me It just makes me not feel confident about future business with them, since I called over times and something so clear and easy was not taken care of, until I went to you I really appreciate your help! Sincerely, [redacted]
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 reflect this matter was resolved on July 19, when an Expedia agent provided refunds of two itineraries for a total of $back to the customer’s original form of payment The amount of time it takes for the credits to be available in her account depends upon how quickly her bank processes refundsWe also show that the customer was provided earlier with an Expedia travel coupon in the amount of $for her inconvenience 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 usSincerely,Roseanne G***Tier Customer Service
Expedia has received updated information from A [redacted] They confirmed the customer was downgraded from a Junior Suite Garden to a Junior SuiteThe hotel has authorized the refund for the difference of $119.00.On October 3, 2016, Expedia will process the refund back to the customer’s original form of payment.We thank you for allowing us to address this matter further.Sincerely,Delia K***Tier Customer Service
November 03, 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 discountUpon researching the customer’s account, we can confirm automated emails were sent out regarding a discountThere are only a limited number of codes available and are made available to customers at different timesFor those customers who are able to use the discount, this is able to be applied when on the payment pageWe understand Mr [redacted] claims he was not able to use the code as the codes available had already run outOnly as a courtesy to Mr [redacted] we have proceeded to provide an Expedia hotel coupon for $25.00USD for a future booking on Expedia.com within one year of today’s dateIn order to use the coupon the customer must book from the Expedia account associated with email address [redacted] @gmail.com online or over the phoneThis has been documented on the customer’s accountExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a coupon has been provided, 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
February 13, Revdex.com Expedia – DuPont, WA 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 missing hotel reservation Our records indicate that on November 17, 2017, Mr [redacted] or an authorized user of the account, booked a seven night stay online via Expedia.com, at the Westin Princeville Ocean Resort Villas, checking in on December 31, 2017, and checking out on January 7, 218, under itinerary [redacted] We understand from Mr [redacted] ’s complaint, that upon arrival he was informed that the hotel cancelled his reservation on December 28, 2017, due to overbooking and he is requesting refund in the amount of $and replacement tickets for two travelers from LAX-HI Upon receipt of Mr [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on December 31, 2017, Mr [redacted] contacted Expedia’s customer service department for assistance with his hotel reservationMr [redacted] informed our representative that the hotel cancelled his reservation as a result of overbookingAt that time, our representative reached out to the hotel and advocated on behalf of Mr [redacted] why his reservation was cancelledOur representative was advised by the hotel that they would accommodate Mr [redacted] for the night of December 31, 2017, as the hotel is overbookedOur representative then transferred Mr [redacted] to our lodging operations department to be relocated at no additional cost Please 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 providers, in this case, the Westin Princeville Ocean Resort Villas, Further, our Terms of Use provide: The carriers, hotels and other suppliers providing travel or other services on the Services are independent contractors and not agents or employees of the Expedia CompaniesThe Expedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority Based on the above, Travelocity is unable to honor Mr [redacted] ’s refund request or his request to provide airfare for two, however, as a gesture of good faith we have applied an Expedia travel coupon in the amount of $to his Expedia.com accountThe coupon is valid for one year from the date of this response and good toward any Expedia special rate hotel or vacation package 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, LaToya J [redacted] Corporate Customer Service
June 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from ( [redacted] ) (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a flight creditOn June 1, 2016, we received the receipt of the Revdex.com complaint Our records reflect the customer self-booked a combinable one-way flight reservation on May 28, 2015, using Expedia.comTravel was on [redacted] , departing June 11, 2015, from Detroit, Michigan to Fort Lauderdale, Florida; returning on June 15, 2015, from Fort Lauderdale, Florida to Detroit, Michigan with [redacted] AirlinesThe customer is stating she was not aware of the change fees to rebook using the flight credit Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As 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 policies 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 purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Upon further researching this matter, we can confirm on June 3, 2015, the customer contacted Expedia, needing to cancel the flight reservationOur agent advised the customer the tickets were nonrefundable with a flight credit amount of $with [redacted] and a credit amount of $with [redacted] AirlinesOur agent advised the customer the credit would be valid for year from the issue date of May 28, Our agent advised the customer that they would be responsible for the change fee of $per ticket and any fare difference and sent an email confirmationThe customer understood and agreed On May 17, 2016, the customer contacted Expedia, wanting to rebook using the flight creditOur agent advised the customer the change fee is $per ticket; however due to the flight credit with both airlines are being less than the change fee, the agent advised the customer the tickets would not have any value on them The customer advised that agent that she was not aware of the change fees and requested a managerOur agent transferred the customer to a manager; however our manager did advised the customer of the same policyThe customer requested to combine the creditOur manger advised the customer Expedia cannot combine the credit as they are with two different airlines In reviewing Ms [redacted] ’s account, Expedia can verify the email for the cancelation confirmation was sent to the customerThe credit for [redacted] is in the amount of $and for [redacted] is in the amount of $Base on the policy for both airlines the change fee is $per ticket Since the change fee is more than the credit, the tickets are considered as lostExpedia must adhere to the airline policy and cannot honor the customer request for a flight credit 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
October 27, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 October 16, 2015, booked a one-night stay at the [redacted] in Green Bay, Wisconsin from October 16, 2015, through October 17, According to [redacted] complaint, the room that was requested should have included a free breakfast but did not Bhaskar is requesting a full refund for the booking of $Per our records, the requested refund was issued on October 16, Refunds 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
Complaint: [redacted] I am rejecting this response because: They made the mistake and I was suppose to call with in hours but I never received anything a conformation or a receipt???? how can I fix it if I didn't receive either? they should pay the airlines for their mistake not meat the time I did call they stated I would receive a full refund for my rental car and I have yet to receive thatthe amount I was charged was not only for plane tickets it was also for a rental car that was also on wrong datesso I also had to cancel this and they did state I would receive this refundThis is taking advantage of the consumer I had that amount taken out of my bank and I don't even have a receipt for what I paid for??? how is that possible and why is it taking almost months to refund my rental car moneySomething is not right hereEven the supervisor I talk to said the agent I talk to when originally made the reservations was not suppose to hang up with me until I got the conformationshe did hang up and I never received anythingWhy would I reserve a car to return it before I even fly out and why would I reserve plane tickets a week later than the hotels I booked?????Sincerely, [redacted]
February 12, Revdex.com Northeast Texas Complaint Department RE: Expedia Inc case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com.au regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attentionExpedia.com.au is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia.com.au is responding to the consumer complaint from Mr [redacted] (Revdex.com case number [redacted] ) regarding his package bookingWe understand Mr [redacted] is seeking a refund for the flight bookingWe have investigated and identified, that a schedule change has happened on his bookingWe contacted the airline and got waiver for free of charge cancellationWe contacted the customer and processed the complete refund of flight booking as well as covered the refund of the insurance purchased The refund of AUD is successfully processed in the original form of payment and will reflect within working daysThe customer is satisfied with the resolution providedAgain, we thank you for allowing us the opportunity to address this issue that was brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usKind Regards, Purnima C [redacted] Priority Customer Escalations Agent, Expedia.com.au
Complaint: [redacted] I am rejecting this response because: Expedia did offer to rebook the flight for us but wanted an additional $5900, which we could not afford They left us absolutely no option except to book the flight ourselves with [redacted] Airlines for $ [redacted] had no problem booking the minor on the flight because her family already had tickets for the flight, they merely linked their tickets and she was allowed to travel with her original party Out of all the customer service representatives I spoke to over the two to three week period, not one explained the cancellation and rebooking policy to me They all kept telling me we could correct the name I couldn't understand most of them because of accents and they seemed to have a hard time keeping a connection In my personal opinion Expedia uses these tactics not to provide service but to squeeze more money from it's customers They might think their responsibility is resolved because they insulate themselves with off shore customer service representatives but I want to assure them they will never get any of my business or my friend or family business again I am aware of the many businesses they are associated with and provide operations for so I will never use them again either Thank you for your assistance I will try another route PS: The family that visited us from Italy had a wonderful Christmas and New Years for their first trip to the U.S.A., no thanks to Expedia Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: If Dan from Expedia read the complaint, he would see that I did not receive an Itinerary number in the first placeThat is my main complaint besides the fact that they took my money, charged my bank account, processed my plane ticket with WOW Airlines (while missing major information) and did not send me a confirmation email or itinerary numberWhile I was on the phone with the call center agents, they acknowledged that Expedia took my money and processed this booking but there was a glitchBUT the call center agents have no power to fix this glitchDan also did not read the complaint clearly to see that my name is [redacted] and my email address is [redacted] I have an account with their website and I see my history and I have talked for hours with their customer service department about these exact issues but could not get a resolution because they have no authority I need Expedia to acknowledge their mistake and fix this issue ASAP as mentioned in my original complaint Sincerely, [redacted]
March 2, 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refundOn March 1, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Upon researching this matter, our records reflect on May 3, 2015, the customer self-book a one-way flight reservation using Expedia.com Travel was on Tap Portugal, departing September 6, 2015, from Newark New Jersey to Lisbon, Portugal The customer is stating his flight was canceled and he has not been refunded From time to time and for a variety of reasons, airlines issue schedule changes We understand these changes can be inconvenient, time consuming, and inconvenience the customerHowever, 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 providersTap Portugal was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occursExpedia cannot provide alternative flight options unless approved by the airline, and Expedia must adhere to the airline’s policies Only the airline can make changes to a customer’s flightsThese changes are not related to the type of ticket a customer purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues We can confirm on June 9, 2015, the customer contacted Expedia needing to change the date to September 5, 2015; the agent processed the exchange; and charged the customer in the amount of $ On June 29, 2015, the customer contacted Expedia, advising that they received an email advising that the flight was canceled At that time, the customer requested a refund The agent contacted the airline, however the airline was closed; the customer was advised to call back once the airline was open We can confirm the customer contacted Expedia several times, requesting a refund for the flights; however our agents were not able to contact the airline On January 9, 2016, the customer contacted Expedia, requesting the refund; the agent contacted the airline and was advised by the airline that they tried to process the refund; however, because the customer disputed the charge with their credit card, they cannot process the refund On March 2, 2016, Expedia contacted Tap Portugal on the customer’s behalf; they advised the flight was canceled However, because the customer disputed the charge with their credit card, they are unable to process a refund The airline advised the customer must remove the dispute from their credit card before a refund can be issued Once the dispute has been removed from the customer’s credit card, the customer must contact Expedia 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
To provide some additional information On July 12, 2016, the customer initially wanted a full refund In this letter options were provided to the customer in regards to cancelling and retaining an airline credit The customer would be responsible for the change fee of $CAD per passenger and any fare difference As well it was verified and communicated to the customer that the booking was made on the Expeida.com website not the Expeida.ca website Due to the customer error, Expedia was never refunding the difference for the currency conversion rate from USD to CAD To reiterate, the customer self-booked the trip on a US site, which is customer errorOn August 4, rebuttal response, it was again advised, that the Expedia.com website does indicate that it is in USD At this time the agent offered a $USD refund for the “airline exchange fee” The currency exchange rate as of July 25, 2016, converted to $USD This is the $change fee mentioned in the July letter converted from CAD to USD.The August 16, rebuttal letter the agent quoted that the $was the exchange fee rate for one travelerThe agent should have refunded the $for all five passengers not just one passengerExpedia has now refunded the additional $USD to the original form of paymentExpedia considers this matter resolved and closed
October 7, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund in the amount of $ Our records indicate on September 22, 2015, the customer booked flight reservations – itinerary [redacted] Travel was on [redacted] , departing October 22, 2015, from Washington DC to Las Vegas, Nevada and returning on [redacted] on October 25, 2015, for one passenger On September 22, 2015, Expedia contacted the customer to advise the airlines were unable to process the customer’s reservations as the fare for the flight was invalidAt that the customer agreed to pay the additional amount of $in order to secure and confirm the flight itinerary Expedia.com serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved [redacted] and [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card)The change fees and increases in airfare are set and collected by the airline We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted] and [redacted] ------ When finalizing a reservation on Expedia.com, the user agrees to the specific rules and restrictions provided during the booking session As set forth in the Expedia Terms of Use: SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you selectPlease read these additional terms and conditions carefullyIn particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s websiteYou agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe reserve the right to cancel your booking if full payment is not received in a timely fashion You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation On October 7, 2015, as a goodwill gesture Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to receive a refund depends on how quickly the customer’s credit card company processes refunds, generally 3-days We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Nicole P [redacted] Tier Customer Service
August 29, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mr [redacted] is requesting to be relocated to a different hotelOn August 28, 2017, we received receipt of the Revdex.com complaint Our records reflect May 30, 2017; an agent assisted the customer book a package reservationTravel is on American Airlines, departing September 19, 2017, from Phoenix, Arizona to Barcelona, Spain; and returning on September 29, 2017, from Barcelona, Spain to Phoenix, ArizonaThe package includes a hotel stay at the Two Hotel Barcelona by Axel-Adults only, via itinerary number [redacted] The customer is stating that Expedia did not disclose that the hotel advertises for gays Upon further researching this matter, we can confirm on July 28, 2017, the customer contacted Expedia complaining about the hotelThe customer advised that they were not disclosed that the hotel advertises for gaysThe customer requested to cancel and receive the refundExpedia contacted the hotel because it is nonrefundable, the hotel would not authorize the cancellation or refundThe hotel advised that all guest are welcome at the hotel In reviewing the account, the package reservation is active for travel on September 19, The flight is nonrefundable; the customer is responsible for the airline impose change fee of $per person; plus any fare differenceIf the customer would like to be relocated to a different hotel, Expedia can assist the customer; however it would be at the customer’s own expense Please 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, nor do we set any policies related to refundsWe hope the customer understand that we must adhere to the policies of the hotel in this caseOur customers do have the capability to view hotels reviews online before purchasing the reservation Our website does provide information that they hotel is affiliated with international gay, lesbian, bisexual and transgender guestsExpedia is not required to provide this information Based on the above, Expedia is unable to honor the relocation or refund request 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: it is not resolvedThey still charged me almost dollars for nothingThe Expedia page I booked my vacation from said that it is free cancellation hrs before the trip! I called min after I booked and cancelledI called again to confirm it was canceled! They told me that it was! I got an E mail form them that it was cancelled! Now they are saying that it was non refundable! Not fair, bad business! I need full refund! Thank you!Sincerely, [redacted]
August 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the RevDex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on June 5, 2014, the customer self-booked a flight reservation for two travelers using Expedia’s website, itinerary [redacted] Travel was with [redacted] from San Francisco, CA to Manila, Philippines, departing on October 29, Prior to travel departure the customer contacted Expedia and cancelled the ticket for one of the travelers, [redacted] , receiving an airline credit for future use in the amount of $Ms [redacted] states she was advised by Expedia that she has until October 29, 2015, to utilize this creditUpon contacting Expedia in July 2015, Ms [redacted] was advised that [redacted] will not allow the credit to be used as it had already expiredWe understand Ms [redacted] is requesting a refund of the airline credit, minus the airline imposed penalty fee of $200.00, as she is no longer able to utilize the credit towards a new booking We have verified that at the time of cancellation Expedia contacted the airline to verify the ticket credit validity and was provided the same information forwarded to the customerHowever, when contacted again to utilize the credit, Expedia was advised that the credit value was lostExpedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines As Ms [redacted] was advised she has until October 29, 2015, to rebook, but the airline credit could no longer be utilized, Expedia issued a refund in the amount of $($ticket credit minus the airline imposed penalty fee of $200.00) as a courtesy exceptionThe time it takes a refund to post to Ms [redacted] ’ account depends on how quickly her credit card company processes refunds, generally within 3-business days We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
January 28, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our 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 case number [redacted] ) regarding a flight reservationWe understand from the customers complaint she is requesting a refund of the credit of the reservation.Our records indicate on August 31, the customer self-booked a package with a roundtrip flight on Expedia siteThe customers flights are operated by United Airlines are scheduled to depart from StLouis to Denver on October 27, and returning on October 29, The customer dud not purchase insurance.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 providersAs a result, 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 policiesThe flights merchant of record is United Airlines, and the companies that charged the customer’s credit cardWe hope Ms [redacted] understands we have to abide by their rules and regulationsBased on the fare rules the customer agreed to at the time of booking, her ticket was non-refundable non-transferable and no changes were allowedThe customer purchased a basic economy fare ticketVia her confirmation email she was advised of the terms and conditions belowWe can confirm that on August 31, the customer was sent a confirmation email that stated the following:Restrictions include: Voluntary ticket changes or refunds are not permitted except as stated in the United 24-hour flexible booking policy 3Due to the information provided to the customer at the time of booking we are unable to offer any refunds as this flight was non-changeable.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:I am surprised that Expedia is surprised that I did not go to them first In fact, I spent over hours trying to get a resolution As they keep repeating, that the airline trip was not affected by Hurricane Irma, is NOT accurate Fort Lauderdale airport was closed on Saturday, thereby forcing the cancellation of the trip to Peru and ultimately making it possible to be in Cusco to then take the flight in question.Furthermore, I was told by Latam that Expedia sold a ticket to me that was for Peruvian Residents Only Expedia knowingly sold this This is fraud See the attached image of communications with Expedia Finally, they did NOT advocate on my behalf I had to practically beg them to call Latam, and on many occasions, Expedia reps said that the flight "could not be cancelled." The fact that I finally accepted the $voucher after they repeatedly told me that I could not cancel was NOT an acceptance on my part that the matter is closed It is still open And I want a full refund Sincerely, [redacted] ***
May 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-*** 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 her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is requesting Expedia to process a refund based on the Expedia Vacation Waiver insurance purchased with the booking On May 18, 2015, we attempted to contact Ms [redacted] to acknowledge receipt of her Revdex.com complaint but were unable to reach herOur records indicate on June 26, 2014, Ms [redacted] self-booked a flight reservation on Expedia.com without the assistance of an Expedia representative for four travelers departing June 17, from Philadelphia, PA to Miami, FL with [redacted] , returning June 20, Additionally, the customer purchased our Expedia Vacation Waiver insurance protection which offers:· The opportunity to change or cancel the trip for any reason (1) time prior to the scheduled start time without being charged any change or cancellation fees If canceling, any monies paid will be returned except the cost of published airfare, which may be made available as a credit for future travelOn December 29, 2014, Ms [redacted] contacted us to cancel the flights We advised Ms [redacted] that policy required we charge $per ticket when she was ready to rebook; however, since she purchased the insurance she would be eligible for a refund of those charges We also advised Ms [redacted] that the airlines require the credit to be applied towards new tickets for the same travelers on the original itinerary The customer contacted us on March 17, 2015, with a request to exchange the flights; however, the call did not complete and the exchange was not processed We were unable to reach Ms [redacted] when we attempted to call her backAfter several exchanges between the customer and Expedia, on April 20, 2015, Ms [redacted] contacted us to use her existing airline credit towards new flights for three travelers only We processed Ms [redacted] request and submitted a request internally to also process the refund for the airline penalty charged for three travelers in the amount of $ Upon further research, we were able to verify the claim for the cancellation penalty covered under the insurance waiver On May 18, 2015, a refund in the amount of $was processed back to the original form of payment Ms [redacted] still has an airline credit with US Airways in the amount of $274.76; however, travel must be completed by June 26, The airfare is non-refundable Ms [redacted] will be required to pay a $penalty at the time that she contacts Expedia to rebook using her existing airline credit At that time, we will provide a refund of that penalty We encourage Ms [redacted] to contact us at her earliest convenience to rebook her next flight as these requests cannot be processed via email The Expedia Vacation Waiver is explained as follows: http://www.expedia.com/daily/promos/travel_protection_plans/vacation_waiver.asp?...⇄ 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, [redacted] ***Tier Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me It just makes me not feel confident about future business with them, since I called over times and something so clear and easy was not taken care of, until I went to you I really appreciate your help! Sincerely, [redacted]
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 reflect this matter was resolved on July 19, when an Expedia agent provided refunds of two itineraries for a total of $back to the customer’s original form of payment The amount of time it takes for the credits to be available in her account depends upon how quickly her bank processes refundsWe also show that the customer was provided earlier with an Expedia travel coupon in the amount of $for her inconvenience 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 usSincerely,Roseanne G***Tier Customer Service
Expedia has received updated information from A [redacted] They confirmed the customer was downgraded from a Junior Suite Garden to a Junior SuiteThe hotel has authorized the refund for the difference of $119.00.On October 3, 2016, Expedia will process the refund back to the customer’s original form of payment.We thank you for allowing us to address this matter further.Sincerely,Delia K***Tier Customer Service
November 03, 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 discountUpon researching the customer’s account, we can confirm automated emails were sent out regarding a discountThere are only a limited number of codes available and are made available to customers at different timesFor those customers who are able to use the discount, this is able to be applied when on the payment pageWe understand Mr [redacted] claims he was not able to use the code as the codes available had already run outOnly as a courtesy to Mr [redacted] we have proceeded to provide an Expedia hotel coupon for $25.00USD for a future booking on Expedia.com within one year of today’s dateIn order to use the coupon the customer must book from the Expedia account associated with email address [redacted] @gmail.com online or over the phoneThis has been documented on the customer’s accountExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a coupon has been provided, 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
February 13, Revdex.com Expedia – DuPont, WA 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 missing hotel reservation Our records indicate that on November 17, 2017, Mr [redacted] or an authorized user of the account, booked a seven night stay online via Expedia.com, at the Westin Princeville Ocean Resort Villas, checking in on December 31, 2017, and checking out on January 7, 218, under itinerary [redacted] We understand from Mr [redacted] ’s complaint, that upon arrival he was informed that the hotel cancelled his reservation on December 28, 2017, due to overbooking and he is requesting refund in the amount of $and replacement tickets for two travelers from LAX-HI Upon receipt of Mr [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on December 31, 2017, Mr [redacted] contacted Expedia’s customer service department for assistance with his hotel reservationMr [redacted] informed our representative that the hotel cancelled his reservation as a result of overbookingAt that time, our representative reached out to the hotel and advocated on behalf of Mr [redacted] why his reservation was cancelledOur representative was advised by the hotel that they would accommodate Mr [redacted] for the night of December 31, 2017, as the hotel is overbookedOur representative then transferred Mr [redacted] to our lodging operations department to be relocated at no additional cost Please 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 providers, in this case, the Westin Princeville Ocean Resort Villas, Further, our Terms of Use provide: The carriers, hotels and other suppliers providing travel or other services on the Services are independent contractors and not agents or employees of the Expedia CompaniesThe Expedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority Based on the above, Travelocity is unable to honor Mr [redacted] ’s refund request or his request to provide airfare for two, however, as a gesture of good faith we have applied an Expedia travel coupon in the amount of $to his Expedia.com accountThe coupon is valid for one year from the date of this response and good toward any Expedia special rate hotel or vacation package 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, LaToya J [redacted] Corporate Customer Service