November 9, 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 flight reservations We understand the customer requesting the Best Price Guarantee Our records indicate on October 7, 2015, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Expedia.com websiteTravel was on [redacted] , departing October 25, 2015, from John FKennedy, New York to Honolulu, Hawaii, returning October 31, 2015, for one passenger Upon further research we were able to confirm the customer submitted a Best Price Guarantee on October 7, 2015, from an email address that was not associated with the customer’s Expedia.com account or itinerary, and due to security purposes the customer was advised they must resubmit their claim from the email address associated with the itinerary On October 9, 2015, the customer submitted the Best Price Guarantee claim using the email address associated with their itinerary, however, the submission was outside of the hour policy, thus the customer’s claim submission was denied On November 9, 2015, Expedia processed a refund of $for the Best Price Guarantee as a goodwill gesture back to the customer’s original form of paymentA $Best Price Guarantee coupon was deposited into the customer’s account for future Expedia Special Rate bookings 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, Nicole P [redacted]
May 11, 2015, Re: Expedia Case#’s: O- [redacted] 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 his 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 [redacted] ) regarding a car rental reservation and a package vacation We understand Mr [redacted] is requesting a refund of $ On April 30, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaintOur records indicate on April 8, 2015, our customer service representative assisted the customer in booking a vacation package for travel on April 16, with [redacted] from Evansville, IN to Phoenix, AZ with a connection in Charlotte, NCand returning on April 21, Hotel reservations was with the [redacted] hotel for the [redacted] Room, one king bed with a request for a garden view Additionally, we booked a car reservation for Mr [redacted] with [redacted] Rent A Car for piat the Phoenix airport on April 16, Expedia.com serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers However, if one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us immediately while at the property so that we can provide an appropriate resolution Unfortunately, we were unable to locate any record of contact form the customer to report his concerns regarding the hotel changes that were made by the hotel for the room reservation We can confirm on April 25, 2015, we received a call from Mr [redacted] stating that he was billed twice for the car rental We researched the customer’s reservation and confirmed the car rental was booked separately from the package and the customer was not charged in advance; the customer chose the option to submit payment directly to [redacted] at the end of the car rental period To investigate Mr***’s claim of not receiving the services he booked, we contacted the reservations department at the [redacted] hotel and spoke with *** She confirmed the hotel was unable to provide the original room booked by Mr***, but its place, provided the customer with an upgrade with a better view at no additional charge The customer accepted the upgrade, so the hotel considers the issue resolved With regards to the seating arrangement on the flight, Expedia does not guarantee any specific seat on the flight As stated on the booking confirmation any specific seat requests must be addressed with the airline directly As the reservation was fully utilized, Expedia is unable to provide a refund for the vacation packageDespite the customer’s recent experience, we encourage Mr [redacted] to continue to use Expedia for future travel arrangementsAs a gesture of goodwill we have placed a $travel voucher to use on a future booking The Terms and Conditions for Use of the Coupon is provided below: http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp 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, [redacted] ***Tier Customer Service
January 20, 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight refund request Regrettably, Mr***’s complaint does not provide us with an itinerary number and we have not been able to locate a flight itinerary with the information provided If he will respond to this request with the Expedia Itinerary number and the email address he used in his booking, we will be happy to research this matter and provide any resolution appropriate 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
October 19, 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 attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the package reservation refund request Our records show on September 21, 2016, Ms [redacted] self-booked an Expedia.com flight and hotel package reservation via booking number [redacted] , with travel commencing on December 26, for a total package price of $1,We understand from Ms***’s complaint, due to climate issues in the Bahamas, she tried to cancel the reservation but was advised there would be a cancelation feeThe customer is requesting a full refund of the money paid for the reservation Upon researching the customer’s complaint, we can confirm via the actual booking process, the customer was provided with the flight and hotel cancelation policiesMs [redacted] was advised per the airline’s fare rules; if flight is canceled a $cancelation fee would be charged and for the hotel’s cancelation policy showed, if reservation is canceled before 3pm local hotel time, Monday December 12, 2016, a fee equal to 50% of the total amount paid would be charged Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions set by that particular vendorExpedia does not charge a change or cancelation fee, any charges made for canceling a flight or hotel, is determined by each vendorBased on the information provided above, we are unable to honor Ms***’s refund request We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
April 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case ID [redacted] ) regarding phone callsExpedia appreciates the customer reaching out to us regarding phone calls that they have recently receivedWe have confirmed that these phone calls were neither generated nor authorized by ExpediaWe have identified these incidences as telephone phishing scams targeting residentsOur information security team has indicated that there has been no data breach by Expedia as the phone calls are targeting residents in general – not just Expedia customersIn fact, many of the complaints we are receiving are from non-Expedia customersThis scam is using the Expedia name in an illegal mannerWe can assure Ms [redacted] that Expedia has reported this fraudulent activity to law enforcementWe suggest she does the same and visits the following website to report the incident as well - • Federal Trade Commission (http://www.consumer.ftc.gov/articles/0341-file-complaint-ftc#Types) If Ms [redacted] responded to the call by providing credit/debit or other financial account information, we strongly encourage her to contact her issuing bank for further guidanceWe at Expedia recognize the significant level of trust required to book travel with usAs such, we are glad to report that this incident is not a breach of privacy on our part, but for more information on how we protect the private information of our customers please visit our Privacy Policy page at http://www.expedia.ca/daily/enc4105/service/privacy.aspWe 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
November 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Thank you for forwarding the Revdex.com consumer rebuttal from Ms***According to Ms***’s rebuttal, Expedia should have alerted the passenger about the canceled flight and is requesting a refund as a resultPlease be advised that Expedia can only alter our mutual customers about a canceled flight if we receive notice from the airline prior to the travel date We apologize for the inconvenience this may have causedPlease be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes and cancellationsPlease note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to them 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
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 meHOWEVER, it is only for short extension of timeMy travel to and from Chicago is undisputed and if they check their records, the trip was madeI attach herewith a copy of my trip itinerary that I kept and a copy of the Boarding passAs they can see, I have paid for the trip and I am entitled to the credit due meI had no idea that Expedia's staff has made no measure of effort to correct my recordsI am not given the credit for booking the travel through ExpediaI also have not received any credit for the frequent miles that is due me and my companionI tried to speak with Expedia several times prior to the trip and post trip and they are horribleI also want to add something...and that recently, my DEBIT card was used in CHICAGO and a fraud alert was sent to me by my bank and they froze my accountI have not travelled to Chicago since the trip we are discussing and have no need to use the card in ChicagoI can only speculate that someone in Chicago who has had access to my credit information may have used itI want a solution for this trip and also for my Budapest tripI am sick of companies that lack any responsibility whatsoever and I am not willing to let this go again, and again This is customer service business with credit card informationI want a solution and positive one in my favor Sincerely, [redacted] ***
June 8, 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 refundOn May 21, 2016, we received the receipt of the Revdex.com complaint Our records reflect on February 10, 2016, the customer self-booked a flight reservation using Expedia.com Travel was on China Eastern Airlines, departing May 6, 2016, from Los Angles, California to Osaka Itami, Japan; returning on May 18, 2016, from Osaka Kansai, Japan to Los Angles, CaliforniaThe customer is stating was unaware of an airline schedule change on the return flight and had missed the flight From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers China Eastern Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on May 18, 2016, the customer contacted Expedia, advising she did not receive any notification of the airline schedule change for the return flightThe customer advised us that she was at the airport; however the flight was leaving in a few minutesOur agent contacted the airline; they advised they could not allow the customer to board the flight as the customer did not cheon timeThe airline did not have another flight for the customer Our agent advised the customer Eastern China cannot assisted the customer, we offered to rebook the customer; however the customer would have to pay for the new bookingThe customer declined On May 19, 2016, the customer contacted Expedia, advising she did not receive any confirmation of the airline schedule changeThe customer advised that the return date was booked for May 19, and not May 18, Our agent advised the customer, self-booked the dates for departing May 6, and returning on May 18, The customer advised that she only received part of the itinerary, our agent did advised the customer found no calls from the customer until May 18, Our agent advised Expedia could only book a one-way flight back to Los Angles, California; however the customer would be responsible for the costThe customer declined On June 8, 2016, Expedia contacted the airline, on the customer’s behalf; they advised the customer arrived on May 18, 2016; however was late to cheand was marked as a no showThe airline advised the ticket does not have any value on itChina Eastern advised the schedule change was for the return flight; however was only a time change In reviewing Ms***’s account on March 1, 2016, Expedia did send the customer an automated email regarding the airline schedule change for the return flight 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 Expedia does advised our customers to reconfirm their international flight reservation at least hours prior to departure by contacting the airline directly, which is located on the customer itineraryWe hope the customer understands Expedia cannot honor the request for the refund on the return flight or for the new flight or for international phone calls 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
Complaint: [redacted] I am rejecting this response because: it is really unfair! When I wanted to cancel the reservation (Despite having emails saying I could cancel) Expedia told me that I was going to be charged a $us 100+ cancelation feeNow they say that they would have refunded me the cancelation fee if I wouldn't have used the roomIf l would have known this I would have obviously not used the reservation and we wouldn't be in this mess.The reason I wanted to cancel the room was because I found better prices that night and that could have saved me $us Additionally I spent over hour speaking with their reps who were totally incompetent and couldn't fix the situationI will never again use expedia so a 50$ credit with them is completely worthless to me Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to mePlease send $to my e-mail at [redacted] @gmail.com with instructions on how to use itYou can also call me at [redacted] Thank youSincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, I would appreciate Expedia to take action to make this not a one-time exception in my case, as many people are effected by this regulation.Sincerely, [redacted] t
April 21, 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
May 8, Revdex.com Alaska, Oregon &Western Washington Complaint Department RE: Expedia Case O-*** Dear Better Business Bureau, Thank you for taking thetime to contact Expedia regarding an issue from our customerWe appreciate theRevdex.com allowing us time to address the comments and concernswhich have been brought to our attentionExpedia, is disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia is responding to the consumercomplaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservation Upon receipt of the Revdex.com submission, we have verified on April 26, 2015, this matter was resolved via our Expedia Customer ServiceMs [redacted] contacted Expedia and her flight exchange was processed with no airline imposed exchange fees We thank you for allowing us the opportunity to address the issues,brought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact us Sincerely, [redacted] TierCustomer Service
Expedia Itinerary # [redacted] The fourth person we spoke to from Expedia was Donna in Las VegasShe refused to acknowledge the hotel websiteSaid it had no info out of the ordinary
Complaint: [redacted] I am rejecting this response because: I have sent all the documents and I have attached it to this thread as wellYou will see in the "Balloon Request" that I requested, in advance, to decorate my Junior Suite with balloonsIn "ex2" you will also see and can verify with the hotel that that is a Deluxe Suite they decorated insteadThat proves before I got to the hotel, before I even saw the room & realized they did not have ocean views, that they upgraded me out of their kindness and not due to the negligence of ExpediaI have cross referenced the hotel's website with Expedia'sThere is no mention of an ocean view room within a Junior Suite room and the fact that it is still on Expedia's website, even after I complained that it does not exist, continues to prove Expedia's negligence You continue to mention that I stayed there all four nights as if I had a choiceI called Expedia & requested them to transfer me to a hotel that offered what was falsely advertised and that lead to a series of transfers that ended up with me getting hung up onOnce again, in a different country, with no transportation, where was I going to go especially since the company that I booked through offered no assistance? Do what you will with that information, after this I will be proceeding forward with my other optionsSincerely, [redacted] ***
April 3, 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 car reservation We understand Mr [redacted] is requesting a refundOn March 26, 2017, we received receipt of the Revdex.com complaint Our records reflect on February 8, 2016, the customer self-booked two package reservationsThe first one for [redacted] and [redacted] , a hotel stay at the [redacted] ***-All Inclusive with two rooms chedate December 26, 2016, check-out date December 31, The package includes a car rental with [redacted] in Cancun, MexicoThe package includes the car rental insurance, via itinerary number [redacted] The second reservation for Adele [redacted] , a hotel stay at the [redacted] ***-All InclusiveThe package includes a car rental with [redacted] in Cancun, Mexico, via itinerary number [redacted] The customer is stating that one of the car reservations did not include the car rental insurance and did not have the same piand drop-off times as the other itinerary Upon further researching the matter, we can confirm on December 14, 2016, the customer contacted Expedia to change the piand drop-off times for the itinerary number [redacted] onlyThe customer wanted to pick up at 5:30pm and drop off at 3:00pmExpedia contacted the vendor; they advised that they could hold the car for 6-hours; however they could not guarantee itThe customer understood and advised they would contact the vendor directly Expedia was able to review the customer’s booking session that was made on February 8, During the booking path on our website the customer selected the piand drop-off times for 11:00am for the itinerary number [redacted] The customer selected the pifor 6:00pm and drop-off times for 3:00pm for the itinerary number [redacted] The customer only added the car rental insurance and was charged once for the insurance for the itinerary number [redacted] 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 travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia 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 purchasingEach vendor has its own specific set of policies and procedures as does each booking purchased We hope the customer understands Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: the facts stated by Expedia are incorrectThe star ratings based on other agencies are not what is cited by this responseAs well as the pricing for the room is incorrect Sincerely, [redacted]
The Corporate Team Supervisor from Expedia finally settled the situation with me by booking me another flight with my family at a better time and a different airlines No charge was placed on my behalf Thank you, [redacted]
March 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationOur records indicate that on February 8, 2017, the customer self-booked a flight and car reservation, along with travel insurance for both, through the Expedia.com websiteTravel was with Delta AirlinesWe understand from the complaint the customer is requesting a refundAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedDelta Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaIn addition, Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenThe travel Insurance as noted in the Plan Coverage tab, Expedia only covers pre-trip cancellation as follows: We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule if you are prevented from taking your Covered Trip due to your, an Immediate Family Member's, Traveling Companion's, or Business Partner's Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered TripThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered TripThe customer contacted Expedia on March 5, 2017, via email requesting to change the reservation and/or utilize her insuranceThe assisting representative advised the customer of the airline’s terms and condition which the customer agreed to at the time of booking and the terms and conditions regarding the insurance which she had bookedThe assisting representative advised the customer that according to the airline’s terms and conditions; the ticket was non-refundable and it is a loss value ticketDelta Airline’s imposed change fee is $200.00, plus any possible fare differenceAs we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requestedWe thank you for allowing us the opportunity to address the issues which have been brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:1) Expedia did NOT provide us with reasonable alternative, despite that their response claim that they didIn fact, after we called the re-location deartment (as they would not call us back), they offered us several hotels that were completely different from what we have paied forExpedia claims that their relocation department provided comparable alternative accomodationThat is not the caseWe have booked all inclusive stay (meaning that all our meals and drinks were included in the price we paid to Expedia)However, Expedia relocation departmnet offered us hotels such as [redacted] ( NOT all inclusive and absolutely not suitable for our years old son) they also offered star hotel that was in no close proximity to other servicesmeaning, we would have to pay for meals at star restaurants on top of what we already paid to ExpediaExpedia did not provide us with any type of vouchers to correct this situation (as many other providers regularly do).Hence, no, we were never provided comparable altearnative we could accept without addittional cost incured on our part.We have personally recorded the conversation (we had to pay for as a long distance call) with their relocation departmentHence, we can easily prove it.2) Expedia never properly ''advocated on our behalf'' as their reply statesQuite the contrary, their service was unprofessional and caused us great stress and frustration on the day of our planned departureAgain, we have all this recorded.3) We are shocked that despite the fact that Expedia failed to provide reasonable alternative, they still refuse to refund us in fullWe purchased a packagePackage means : flight+hotelWe, of course, could not just flight out to Greece with a young child with no accomodationhence, the reason why we missed the flight (that Expedia refuses to refund) is because they failed to provide us with accomodation we paid for.4) Our credit card company is now investigating questionable charges made to our credit card by Expedia.We are also in contact with media outlet interested in our story as we hope that we will be able to warn as many families and consumers as possible about the way Expedia can treat thei paiyng customersWe hope that the business will, at some point start to act ethically.Sincerely, [redacted]
November 9, 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 flight reservations We understand the customer requesting the Best Price Guarantee Our records indicate on October 7, 2015, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Expedia.com websiteTravel was on [redacted] , departing October 25, 2015, from John FKennedy, New York to Honolulu, Hawaii, returning October 31, 2015, for one passenger Upon further research we were able to confirm the customer submitted a Best Price Guarantee on October 7, 2015, from an email address that was not associated with the customer’s Expedia.com account or itinerary, and due to security purposes the customer was advised they must resubmit their claim from the email address associated with the itinerary On October 9, 2015, the customer submitted the Best Price Guarantee claim using the email address associated with their itinerary, however, the submission was outside of the hour policy, thus the customer’s claim submission was denied On November 9, 2015, Expedia processed a refund of $for the Best Price Guarantee as a goodwill gesture back to the customer’s original form of paymentA $Best Price Guarantee coupon was deposited into the customer’s account for future Expedia Special Rate bookings 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, Nicole P [redacted]
May 11, 2015, Re: Expedia Case#’s: O- [redacted] 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 his 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 [redacted] ) regarding a car rental reservation and a package vacation We understand Mr [redacted] is requesting a refund of $ On April 30, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaintOur records indicate on April 8, 2015, our customer service representative assisted the customer in booking a vacation package for travel on April 16, with [redacted] from Evansville, IN to Phoenix, AZ with a connection in Charlotte, NCand returning on April 21, Hotel reservations was with the [redacted] hotel for the [redacted] Room, one king bed with a request for a garden view Additionally, we booked a car reservation for Mr [redacted] with [redacted] Rent A Car for piat the Phoenix airport on April 16, Expedia.com serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers However, if one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us immediately while at the property so that we can provide an appropriate resolution Unfortunately, we were unable to locate any record of contact form the customer to report his concerns regarding the hotel changes that were made by the hotel for the room reservation We can confirm on April 25, 2015, we received a call from Mr [redacted] stating that he was billed twice for the car rental We researched the customer’s reservation and confirmed the car rental was booked separately from the package and the customer was not charged in advance; the customer chose the option to submit payment directly to [redacted] at the end of the car rental period To investigate Mr***’s claim of not receiving the services he booked, we contacted the reservations department at the [redacted] hotel and spoke with *** She confirmed the hotel was unable to provide the original room booked by Mr***, but its place, provided the customer with an upgrade with a better view at no additional charge The customer accepted the upgrade, so the hotel considers the issue resolved With regards to the seating arrangement on the flight, Expedia does not guarantee any specific seat on the flight As stated on the booking confirmation any specific seat requests must be addressed with the airline directly As the reservation was fully utilized, Expedia is unable to provide a refund for the vacation packageDespite the customer’s recent experience, we encourage Mr [redacted] to continue to use Expedia for future travel arrangementsAs a gesture of goodwill we have placed a $travel voucher to use on a future booking The Terms and Conditions for Use of the Coupon is provided below: http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp 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, [redacted] ***Tier Customer Service
January 20, 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight refund request Regrettably, Mr***’s complaint does not provide us with an itinerary number and we have not been able to locate a flight itinerary with the information provided If he will respond to this request with the Expedia Itinerary number and the email address he used in his booking, we will be happy to research this matter and provide any resolution appropriate 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
October 19, 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 attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the package reservation refund request Our records show on September 21, 2016, Ms [redacted] self-booked an Expedia.com flight and hotel package reservation via booking number [redacted] , with travel commencing on December 26, for a total package price of $1,We understand from Ms***’s complaint, due to climate issues in the Bahamas, she tried to cancel the reservation but was advised there would be a cancelation feeThe customer is requesting a full refund of the money paid for the reservation Upon researching the customer’s complaint, we can confirm via the actual booking process, the customer was provided with the flight and hotel cancelation policiesMs [redacted] was advised per the airline’s fare rules; if flight is canceled a $cancelation fee would be charged and for the hotel’s cancelation policy showed, if reservation is canceled before 3pm local hotel time, Monday December 12, 2016, a fee equal to 50% of the total amount paid would be charged Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions set by that particular vendorExpedia does not charge a change or cancelation fee, any charges made for canceling a flight or hotel, is determined by each vendorBased on the information provided above, we are unable to honor Ms***’s refund request We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
April 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case ID [redacted] ) regarding phone callsExpedia appreciates the customer reaching out to us regarding phone calls that they have recently receivedWe have confirmed that these phone calls were neither generated nor authorized by ExpediaWe have identified these incidences as telephone phishing scams targeting residentsOur information security team has indicated that there has been no data breach by Expedia as the phone calls are targeting residents in general – not just Expedia customersIn fact, many of the complaints we are receiving are from non-Expedia customersThis scam is using the Expedia name in an illegal mannerWe can assure Ms [redacted] that Expedia has reported this fraudulent activity to law enforcementWe suggest she does the same and visits the following website to report the incident as well - • Federal Trade Commission (http://www.consumer.ftc.gov/articles/0341-file-complaint-ftc#Types) If Ms [redacted] responded to the call by providing credit/debit or other financial account information, we strongly encourage her to contact her issuing bank for further guidanceWe at Expedia recognize the significant level of trust required to book travel with usAs such, we are glad to report that this incident is not a breach of privacy on our part, but for more information on how we protect the private information of our customers please visit our Privacy Policy page at http://www.expedia.ca/daily/enc4105/service/privacy.aspWe 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
November 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Thank you for forwarding the Revdex.com consumer rebuttal from Ms***According to Ms***’s rebuttal, Expedia should have alerted the passenger about the canceled flight and is requesting a refund as a resultPlease be advised that Expedia can only alter our mutual customers about a canceled flight if we receive notice from the airline prior to the travel date We apologize for the inconvenience this may have causedPlease be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes and cancellationsPlease note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to them 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
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 meHOWEVER, it is only for short extension of timeMy travel to and from Chicago is undisputed and if they check their records, the trip was madeI attach herewith a copy of my trip itinerary that I kept and a copy of the Boarding passAs they can see, I have paid for the trip and I am entitled to the credit due meI had no idea that Expedia's staff has made no measure of effort to correct my recordsI am not given the credit for booking the travel through ExpediaI also have not received any credit for the frequent miles that is due me and my companionI tried to speak with Expedia several times prior to the trip and post trip and they are horribleI also want to add something...and that recently, my DEBIT card was used in CHICAGO and a fraud alert was sent to me by my bank and they froze my accountI have not travelled to Chicago since the trip we are discussing and have no need to use the card in ChicagoI can only speculate that someone in Chicago who has had access to my credit information may have used itI want a solution for this trip and also for my Budapest tripI am sick of companies that lack any responsibility whatsoever and I am not willing to let this go again, and again This is customer service business with credit card informationI want a solution and positive one in my favor Sincerely, [redacted] ***
June 8, 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 refundOn May 21, 2016, we received the receipt of the Revdex.com complaint Our records reflect on February 10, 2016, the customer self-booked a flight reservation using Expedia.com Travel was on China Eastern Airlines, departing May 6, 2016, from Los Angles, California to Osaka Itami, Japan; returning on May 18, 2016, from Osaka Kansai, Japan to Los Angles, CaliforniaThe customer is stating was unaware of an airline schedule change on the return flight and had missed the flight From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers China Eastern Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on May 18, 2016, the customer contacted Expedia, advising she did not receive any notification of the airline schedule change for the return flightThe customer advised us that she was at the airport; however the flight was leaving in a few minutesOur agent contacted the airline; they advised they could not allow the customer to board the flight as the customer did not cheon timeThe airline did not have another flight for the customer Our agent advised the customer Eastern China cannot assisted the customer, we offered to rebook the customer; however the customer would have to pay for the new bookingThe customer declined On May 19, 2016, the customer contacted Expedia, advising she did not receive any confirmation of the airline schedule changeThe customer advised that the return date was booked for May 19, and not May 18, Our agent advised the customer, self-booked the dates for departing May 6, and returning on May 18, The customer advised that she only received part of the itinerary, our agent did advised the customer found no calls from the customer until May 18, Our agent advised Expedia could only book a one-way flight back to Los Angles, California; however the customer would be responsible for the costThe customer declined On June 8, 2016, Expedia contacted the airline, on the customer’s behalf; they advised the customer arrived on May 18, 2016; however was late to cheand was marked as a no showThe airline advised the ticket does not have any value on itChina Eastern advised the schedule change was for the return flight; however was only a time change In reviewing Ms***’s account on March 1, 2016, Expedia did send the customer an automated email regarding the airline schedule change for the return flight 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 Expedia does advised our customers to reconfirm their international flight reservation at least hours prior to departure by contacting the airline directly, which is located on the customer itineraryWe hope the customer understands Expedia cannot honor the request for the refund on the return flight or for the new flight or for international phone calls 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
Complaint: [redacted] I am rejecting this response because: it is really unfair! When I wanted to cancel the reservation (Despite having emails saying I could cancel) Expedia told me that I was going to be charged a $us 100+ cancelation feeNow they say that they would have refunded me the cancelation fee if I wouldn't have used the roomIf l would have known this I would have obviously not used the reservation and we wouldn't be in this mess.The reason I wanted to cancel the room was because I found better prices that night and that could have saved me $us Additionally I spent over hour speaking with their reps who were totally incompetent and couldn't fix the situationI will never again use expedia so a 50$ credit with them is completely worthless to me Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to mePlease send $to my e-mail at [redacted] @gmail.com with instructions on how to use itYou can also call me at [redacted] Thank youSincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, I would appreciate Expedia to take action to make this not a one-time exception in my case, as many people are effected by this regulation.Sincerely, [redacted] t
April 21, 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
May 8, Revdex.com Alaska, Oregon &Western Washington Complaint Department RE: Expedia Case O-*** Dear Better Business Bureau, Thank you for taking thetime to contact Expedia regarding an issue from our customerWe appreciate theRevdex.com allowing us time to address the comments and concernswhich have been brought to our attentionExpedia, is disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia is responding to the consumercomplaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservation Upon receipt of the Revdex.com submission, we have verified on April 26, 2015, this matter was resolved via our Expedia Customer ServiceMs [redacted] contacted Expedia and her flight exchange was processed with no airline imposed exchange fees We thank you for allowing us the opportunity to address the issues,brought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact us Sincerely, [redacted] TierCustomer Service
Expedia Itinerary # [redacted] The fourth person we spoke to from Expedia was Donna in Las VegasShe refused to acknowledge the hotel websiteSaid it had no info out of the ordinary
Complaint: [redacted] I am rejecting this response because: I have sent all the documents and I have attached it to this thread as wellYou will see in the "Balloon Request" that I requested, in advance, to decorate my Junior Suite with balloonsIn "ex2" you will also see and can verify with the hotel that that is a Deluxe Suite they decorated insteadThat proves before I got to the hotel, before I even saw the room & realized they did not have ocean views, that they upgraded me out of their kindness and not due to the negligence of ExpediaI have cross referenced the hotel's website with Expedia'sThere is no mention of an ocean view room within a Junior Suite room and the fact that it is still on Expedia's website, even after I complained that it does not exist, continues to prove Expedia's negligence You continue to mention that I stayed there all four nights as if I had a choiceI called Expedia & requested them to transfer me to a hotel that offered what was falsely advertised and that lead to a series of transfers that ended up with me getting hung up onOnce again, in a different country, with no transportation, where was I going to go especially since the company that I booked through offered no assistance? Do what you will with that information, after this I will be proceeding forward with my other optionsSincerely, [redacted] ***
April 3, 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 car reservation We understand Mr [redacted] is requesting a refundOn March 26, 2017, we received receipt of the Revdex.com complaint Our records reflect on February 8, 2016, the customer self-booked two package reservationsThe first one for [redacted] and [redacted] , a hotel stay at the [redacted] ***-All Inclusive with two rooms chedate December 26, 2016, check-out date December 31, The package includes a car rental with [redacted] in Cancun, MexicoThe package includes the car rental insurance, via itinerary number [redacted] The second reservation for Adele [redacted] , a hotel stay at the [redacted] ***-All InclusiveThe package includes a car rental with [redacted] in Cancun, Mexico, via itinerary number [redacted] The customer is stating that one of the car reservations did not include the car rental insurance and did not have the same piand drop-off times as the other itinerary Upon further researching the matter, we can confirm on December 14, 2016, the customer contacted Expedia to change the piand drop-off times for the itinerary number [redacted] onlyThe customer wanted to pick up at 5:30pm and drop off at 3:00pmExpedia contacted the vendor; they advised that they could hold the car for 6-hours; however they could not guarantee itThe customer understood and advised they would contact the vendor directly Expedia was able to review the customer’s booking session that was made on February 8, During the booking path on our website the customer selected the piand drop-off times for 11:00am for the itinerary number [redacted] The customer selected the pifor 6:00pm and drop-off times for 3:00pm for the itinerary number [redacted] The customer only added the car rental insurance and was charged once for the insurance for the itinerary number [redacted] 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 travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia 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 purchasingEach vendor has its own specific set of policies and procedures as does each booking purchased We hope the customer understands Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: the facts stated by Expedia are incorrectThe star ratings based on other agencies are not what is cited by this responseAs well as the pricing for the room is incorrect Sincerely, [redacted]
The Corporate Team Supervisor from Expedia finally settled the situation with me by booking me another flight with my family at a better time and a different airlines No charge was placed on my behalf Thank you, [redacted]
March 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationOur records indicate that on February 8, 2017, the customer self-booked a flight and car reservation, along with travel insurance for both, through the Expedia.com websiteTravel was with Delta AirlinesWe understand from the complaint the customer is requesting a refundAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedDelta Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaIn addition, Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenThe travel Insurance as noted in the Plan Coverage tab, Expedia only covers pre-trip cancellation as follows: We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule if you are prevented from taking your Covered Trip due to your, an Immediate Family Member's, Traveling Companion's, or Business Partner's Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered TripThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered TripThe customer contacted Expedia on March 5, 2017, via email requesting to change the reservation and/or utilize her insuranceThe assisting representative advised the customer of the airline’s terms and condition which the customer agreed to at the time of booking and the terms and conditions regarding the insurance which she had bookedThe assisting representative advised the customer that according to the airline’s terms and conditions; the ticket was non-refundable and it is a loss value ticketDelta Airline’s imposed change fee is $200.00, plus any possible fare differenceAs we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requestedWe thank you for allowing us the opportunity to address the issues which have been brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:1) Expedia did NOT provide us with reasonable alternative, despite that their response claim that they didIn fact, after we called the re-location deartment (as they would not call us back), they offered us several hotels that were completely different from what we have paied forExpedia claims that their relocation department provided comparable alternative accomodationThat is not the caseWe have booked all inclusive stay (meaning that all our meals and drinks were included in the price we paid to Expedia)However, Expedia relocation departmnet offered us hotels such as [redacted] ( NOT all inclusive and absolutely not suitable for our years old son) they also offered star hotel that was in no close proximity to other servicesmeaning, we would have to pay for meals at star restaurants on top of what we already paid to ExpediaExpedia did not provide us with any type of vouchers to correct this situation (as many other providers regularly do).Hence, no, we were never provided comparable altearnative we could accept without addittional cost incured on our part.We have personally recorded the conversation (we had to pay for as a long distance call) with their relocation departmentHence, we can easily prove it.2) Expedia never properly ''advocated on our behalf'' as their reply statesQuite the contrary, their service was unprofessional and caused us great stress and frustration on the day of our planned departureAgain, we have all this recorded.3) We are shocked that despite the fact that Expedia failed to provide reasonable alternative, they still refuse to refund us in fullWe purchased a packagePackage means : flight+hotelWe, of course, could not just flight out to Greece with a young child with no accomodationhence, the reason why we missed the flight (that Expedia refuses to refund) is because they failed to provide us with accomodation we paid for.4) Our credit card company is now investigating questionable charges made to our credit card by Expedia.We are also in contact with media outlet interested in our story as we hope that we will be able to warn as many families and consumers as possible about the way Expedia can treat thei paiyng customersWe hope that the business will, at some point start to act ethically.Sincerely, [redacted]