February 15, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] ***We regret to hear that the customer did not accept our response We have further researched Mr***’s complaint (Revdex.com case number [redacted] ) regarding a request that Expedia refund the penalties and fees he was assessed by vendors for missing and canceling reserved travel services After giving the matter our full consideration, we stand by our previous decision and are unable to accede to Mr***’s request of a refund Mr***’s original reservation was self-booked and he chose a hotel with stated terms that made the reservation 100% non-refundable as of the date of arrival As he arrived late and missed his flights, he was not able to check into the hotel on his arrival date and per the terms provided to him while booking, and again on his emailed itinerary, the hotel exercised their terms, cancelled the booking as a no-show, charged a 100% penalty, and closed out the reservation The customer agreed to the vendor’s terms by completing his reservation Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attention Expedia has stated our positon several times and has nothing further to add We respectfully request that the Revdex.com close this complaint If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service Expedia, Inc
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
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 March 17, 2016, Ms [redacted] booked an Expedia Vacation Package which included roundtrip flights from San Francisco, California to Las Vegas, Nevada and a two-night stay at the Venetian Resort Hotel and Casino from April 2, 2016, through April 4, We understand from Ms [redacted] complaint that she is seeking a refund of $According to the complaint, Ms [redacted] canceled the package a couple of hours after bookingShe stated that she that she received a refund for the hotel but, has not been refunded for the airfare After review, we can confirm that the package was voided on the same days as the booking itselfA refund was issued for the hotel by Expedia and the merchant of record (the company who charged the customer’s credit card) Virgin America is responsible for issuing the refund for the airfare Ms [redacted] contacted our office on May 24, 2016, stating that she had not received the refundWe asked that she provide a billing statement and she agreedWe have not received the statement yet, but upon receipt we will be happy to advocate on her behalf to ensure that she receives her refund 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
April 18, 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 to use the flight credit for the requested flightOn April 10, 2017, we received receipt of the Revdex.com complaint Our records reflect on May 30, 2016, the customer self-booked a flight reservation for [redacted] and [redacted] Travel was on Turkish Airlines, departing July 29, 2016, from New York to Istanbul, Turkey; and returning on August 20, 2016, from Istanbul, Turkey to New York, via itinerary number [redacted] The customer is stating they contacted Expedia to use the flight credit; however the reservation has not been booked Upon further researching this matter, we can confirm on April 9, 2017, the customer contacted Expedia to use the flight creditThe customer requested the dates departing on June 24, 2017, from New York to Bologna, Italy; and returning on July 23, 2017, from Bologna, Italy to New YorkExpedia advised the customer they would be responsible for the airline imposed change fee of $per person; plus any fare differenceExpedia advised the customer that the total charge for the exchange would be $The customer understood and agreed Expedia processed the exchange for the dates and offered the customer as compensation a $coupon In reviewing the account the travel is active for June 24, The customer can view the flight information directly with Turkish AirlinesThe airline confirmation number is: [redacted] with the ticket numbers: [redacted] for [redacted] and [redacted] for [redacted] Expedia can confirm that the customer was only charged $for the exchangeThe coupon is active for a future hotel bookingThe customer can view the terms and conditions for the coupon Since the issue was resolved on April 9, 2017, Expedia is unable to honor the request for compensation or 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
September 8, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the advertising issues and refund request Our records show on April 30, 2016, Mr [redacted] self-booked an Expedia.com cruise reservations via booking number [redacted] , sailing with [redacted] Cruise line on September 5, We understand from Mr [redacted] ’s complaint, an itinerary change was made by [redacted] Cruises prior to the booking date but was noted on advertised on the Expedia.com websiteCustomer also stated upon requesting to cancel the booking, he was advised refund could not be providedMr [redacted] is requesting a full refund due to falsely advertising by Expedia Upon researching the customer’s complaint, we can confirm Mr [redacted] was emailed the booking confirmation on April 30, 2016, showing the correct itinerary details with one port not includedWe can also confirm the cruise was taken by the customer upon confirming with [redacted] Cruises that the guests were onboard Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs the booking was utilized and the cruise taken by Mr [redacted] , we are unable to honor Mr [redacted] ’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
June 23, Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to addressthe comments and concerns which have been brought to our attention Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia, Incisresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding an airline credit she is attempting to apply to a new booking It is never Expedia’sintent to inconvenience our customers and we apologize if the customer hasexperienced long hold times while we have been assisting her or othercustomers Expedia is not a callout site and customers must call in for assistance with bookings The customer may contact us at her convenienceand we have travel specialists that are available hours a day, days a weekto assist with finding a flight that best suits her needsAs always, thisservice is at no additional cost Shecan contact our travel specialists at [redacted] She mayalso request to be transferred to a tier customer service representative ifshe feels she is not getting the assistance she needs In addition, Airlinecredits may be used directly with the airline holding the credit, if the customerchooses to book directly with them, however she should be aware there may be anadditional charge levied by the airline for their assistance in re-booking Regarding pricing, Expedia.comstrives to offer the largest base of inventory available online and a widevariety of flight choices to choose from; however the airlines offer differentclasses of service with varying price pointsSeat availability and pricing maydiffer between travel suppliers including Expedia.com and the airlinesdirectlyWe thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G***Tier CustomerService
March 3, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] , (Revdex.com case number [redacted] ) regarding a refund request We understand Customer is stating she found the property un-stocked with expected amenities and not safe for customer to stay in, with issues including no working locks on the doorsOn March 3, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on December 7, the customer accessed Expedia.com and booked Itinerary # [redacted] for a stay at Hollywood Condos in Hollywood, Florida to arrive on December 8, and checking out December 12, The customer reports that she did not stay and is asking for a full refund On March 3, we spoke with Fernando, the property manager at Hollywood Condos, who states they were replacing the locks when the customer arrived, but he has approved a refund in full for the itinerary On March 3, Expedia has processed a refund in the amount of $back to Ms [redacted] ’s original form of payment The amount of time it takes for the credit to post to her account depends upon how quickly her bank or card company processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Given Expedia's refusal to deal with my issue and the advertising that Expedia continues to do up to this dayI will be filing a complaint with the State Attorney's office in Washington State.Sincerely, [redacted]
February 18, 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 seat assignments and customer service issuesWe understand Mr [redacted] is concerned that he didn’t receive the level of service he expected when contacting Expedia regarding airline seating assignmentsOn February 18, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Mr [redacted] did not provide an itinerary number for us to research, however, we do wish to address his issues Expedia regrets the service Mr [redacted] received was less than satisfactory Comments such as his are read by numerous people within Expedia and help shape our policies and practices It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available We would like to assure Mr [redacted] that his business is important to us With regards to the seat assignment issue the customer is referring to; the airlines retain total control over the selection and assignment of airline seatsExpedia makes every effort to assign seats to all of our customers, as we do recognize the importance of receiving preferred airline seatingRegrettably, there are times that we are unable to assign seats due to restrictions placed on the reservation by the airlineIn these circumstances, seats will only be assigned upon check-inCustomers may contact the airline directly at any time, and a majority of the airlines will assign seats in advance for the customer, which may result in a fee The following information is available on the customer’s itinerary: Seat assignments, meal preferences, and special requests must be confirmed with the airline; we cannot guarantee that they will be honored We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
April 6, Revdex.com E.com - Alaska, Oregon & Western [redacted] 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 reservationAs 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 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservation Our records indicate on April 27, 2015, the customer booked a hotel reservation using our online self-service toolAccommodations were at the [redacted] – State Beach Area from May 29, 2015, to May 31, We understand from the complaint, the customer is requesting a refund due to our Best Price Guarantee Upon receipt of the Revdex.com submission, we have processed a refund in the amount of $back to the original form of paymentIn addition, the customer’s $Expedia Travel Coupon will be added to their account within to weeks after the qualifying travel itinerary has been completed We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service
November 4, 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 is stating they encountered difficulties with their recent flight reservations Our records indicate on September 12, 2015, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Expedia.com websiteTravel was on [redacted] , departing November 13, 2015, from Miami, Florida to Santo Domingo, Dominican Republic, returning November 16, 2015, for one passenger Upon further research we were able to confirm on October 19, 2015, the customer contacted Expedia regarding the cancellation of their flight reservationsAt that time, the Expedia representative advocated on the behalf of the customer with [redacted] , who advised the customer’s reservations were cancelled due to a charge back to the customer’s credit card for this reservation, and the customer may contact [redacted] directly to rebook their reservations 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] 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] ------ When finalizing a reservation on Expedia.com, the user agrees to the specific rules and restrictions provided during the booking sessionAs 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 Given the above, we are unable to offer the customer any compensation We regret that our response cannot be more favorable and hope that, despite your recent experience, you will continue to use Expedia for your future travel arrangements, thereby allowing us the opportunity to restore your faith in our company We trust our position in this regard has now been clarified 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]
Complaint: [redacted] I am rejecting this response because: Expedia playing games,per there policy I can change the reservation as long as the plane did not take off, and I called hours before the plane take off to change the reservation and Expedia said ok (in order for us to have one stop in Europ- so we do not have to go through the shining visa in Europ)then they put me on hold for more than hours then they hang up the line ( ofter the plane took off they hang up on me - close the line) then I called again and they keep transfer me from one to one for more than 2hrs then they said sorry we can't change the reservation due to our policy if you need to change it has to be prior to the take off of the planeThat's really make us humiliated by the games they do, my sister has the visa to USAPlease refund us the money because Expedia did not do the right thingAlso I called Alitalia and they said sorry you have to go through your agent Expedia since you book through them and that's has nothing to do with AlitaliaPlease do the due diligence and refund us the money, my sister was with years old crying at the air port because of the games Expidia customer service did.Sincerely, [redacted] ***
June 25, 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 Better Business Bureau 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on March 19, 2015, Mr [redacted] self-booked two one-way flight reservations for two travelers using Expedia’s website, itinerary [redacted] The first flight was with [redacted] from Raleigh, NC to Orlando, FL, departing on June 15, 2015, and the second flight with [redacted] from Orlando, FL to Raleigh, NC, departing on June 19, In addition to the flights Mr [redacted] booked travel insurance for the total amount of $On June 6, 2015, Mr [redacted] contacted Expedia and cancelled the reservationWe understand he is requesting a full refund of this itinerary as he states the assisting representative misinformed him of the airline’s cancellation policy at the time of cancellation, which caused him to lose the tickets’ value While we were unable to verify what the information provided by Expedia’s representative at the time of cancellation was, Expedia is willing to issue a refund of Ms [redacted] flights as an offer of good faith A full refund for the airline portion of this booking in the amount of $was issued by Expedia on June 25, 2015, back to the original form of paymentThe time it takes a refund to post to Mr [redacted] account depends on how quickly his credit card company processes refundsAs the travel insurance purchased with the flights is nonrefundable and would have been active even if the correct cancellation policy was provided to the customer when he cancelled the booking, Expedia cannot provide a refund for it 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
August 11, 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 a refund and compensationOn August 4, 2017, we received receipt of the Revdex.com complaint Our records reflect on July 13, 2017, the customer self-booked a pay later hotel reservation at the Best Western Seattle Airport Hotel with a chedate of July 17, and check-out date of July 18, 2017, via itinerary number [redacted] The customer is stating that he canceled the reservation within the cancellation timeframe; however the customer was not refunded Upon further researching this matter, on July 28, 2017, the customer contacted Expedia advising that he contacted Expedia on July 13, 2017, to cancel the reservation; however the customer did not receive the cancellation confirmation emailThe customer requested the refund Expedia contacted the hotel, who advised that the reservation was marked as a no show and would not authorize the refund In reviewing the account, on August 4, 2017, Expedia contacted the customer advising that we would refund as a one-time courtesy in the amount of $to the original form of paymentIt typically takes 3-business days for the refund, such as this, to appear on the card Based on the above, Expedia is unable to honor the request for the refund or compensationExpedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further 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
September 3, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight cancellation with refund request Our records reflect on August 26, the customer accessed Expedia.com and self-booked itinerary # [redacted] for a round trip flight aboard low cost carrier EasyJet departing from Nantes, Italy on September 23, to London, England, returning September 25, We further show that the customer contacted an Expedia agent on August 26, 2017, within a few hours of booking, requesting to cancel the itinerary and receive a refund Our agent directed the customer to EasyJet Airlines as Expedia is prohibited by the airline from servicing the low cost carrier’s bookings For flight itineraries, the airline is the merchant of record, and the party who charges the customer’s credit card Therefore, only the airline can make a refund With flights that are refundable, and cancelled within hours of booking, the charges are most often held as pending authorizations, and the funds not withdrawn by the airline until the hour period has expired Pending authorizations are placed by the customer’s bank and usually drop off within 3-business days, if the vendor does not debit the account 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 The customer was advised of EasyJet terms of use which require the customer to contact the airline directly for any changes or cancellations Expedia, IncWebsite Terms of Use states in part: http://www.expedia.com/p/info-other/legal.htm This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement")Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in courtYou should also read our Privacy Policy, which also governs your use of the WebsiteBy accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall applyIf you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia PartnersThe Expedia Companies and the Expedia Partners 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 from Expedia does provide terms of use that the customer agreed to, and also advised the customer, when they contacted Expedia Customer Service, of the policy EasyJet requires both Expedia and the customer to follow to service their itineraries EasyJet was the merchant of record so any refund or release of pending charges would be resolved between EasyJet and the customer, per EasyJet terms We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: I have never any consideration regarding the above complaint As I am making plans to go back to Treasure Island in March I would appreciate hearing from Revdex.com or Expedia as to the gross overcharge incurred in MARCH Expedia charged me for a more expensive condo then we were given at the time we checked in to Sunset Vista Expedia claimed that a condo with a partial gulf view was not available, but that was the unit were given According to Expedia, only the more expensive full gulf view condo was available and I agreed to that unit Upon check in Sunset Vista put me in a cheaper unit with partial gulf view I would like some resolution to this issue A refund would be appreciated Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Please find my proof of the itinerary #The system would not allow me to use that # and was trying to chrage me more for the hotel rservationsSincerely, [redacted]
June30, BetterBusiness BureauAlaska,Oregon & Western Washington ComplaintDepartment Re:Expedia Case #: O-*** DearRevdex.com, Thankyou for taking the time to contact Expedia, Incregarding an issue from ourcustomer We appreciate the Revdex.com allowingus to address the comments and concerns which have been brought to ourattention Expedia, Incis disheartenedthe customer felt their concerns were not resolved adequately by our companyprior to seeking further actions from youExpedia,Incis responding to the consumer complaint from [redacted] (Revdex.comcase number [redacted] ) regarding a hotel pricing question We understand the customer is reporting thepricing on a hotel changed during the booking processWeapologize for any inconvenience this may have caused Expedia uses real-time reservation databasesfor our travel products, such as cars, hotels, cruises, and flights These databases link to our vendor partner’scompanies and contain up to the moment prices and availability Information on the databases is updatedconstantly by vendors as pricing changes and travel related items are sold toour customers and customers who are accessing the same pool of productsindependently or through other travel companies Vendors also limit the amount of theirproduct available for discounted pricingAs the discounted items sell out, low prices may no longer be available It ispossible that a specific price or travel item is available when a customerbegins planning a trip, and is no longer available when they try to finalize apurchase All our travel productsprices and availability are subject to change until customers have completedtheir purchase and a reservation is confirmedWe thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G***Tier Customer Service
6, 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, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Mr [redacted] is requesting a refund of a non-refundable hotel bookingOn August 6, we contacted the customer to acknowledge receipt of their Revdex.com complaint and ask for further information to locate his booking Mr [redacted] complaint indicates he booked a one night stay at the [redacted] Hotel in Sacramento, California for July 6, 2015, and was not provided the bed type he had expected He states he left the hotel and did not use the reservation, however since the hotel is a non-refundable property, he was not provided a refund Mr [redacted] complaint does not provide an itinerary number and regrettably we have been unable to locate his booking under his name or email address We are requesting the customer provide the itinerary number, and the email address he booked the reservation under, so we may look into his complaint 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
February 15, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] ***We regret to hear that the customer did not accept our response We have further researched Mr***’s complaint (Revdex.com case number [redacted] ) regarding a request that Expedia refund the penalties and fees he was assessed by vendors for missing and canceling reserved travel services After giving the matter our full consideration, we stand by our previous decision and are unable to accede to Mr***’s request of a refund Mr***’s original reservation was self-booked and he chose a hotel with stated terms that made the reservation 100% non-refundable as of the date of arrival As he arrived late and missed his flights, he was not able to check into the hotel on his arrival date and per the terms provided to him while booking, and again on his emailed itinerary, the hotel exercised their terms, cancelled the booking as a no-show, charged a 100% penalty, and closed out the reservation The customer agreed to the vendor’s terms by completing his reservation Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attention Expedia has stated our positon several times and has nothing further to add We respectfully request that the Revdex.com close this complaint If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service Expedia, Inc
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
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 March 17, 2016, Ms [redacted] booked an Expedia Vacation Package which included roundtrip flights from San Francisco, California to Las Vegas, Nevada and a two-night stay at the Venetian Resort Hotel and Casino from April 2, 2016, through April 4, We understand from Ms [redacted] complaint that she is seeking a refund of $According to the complaint, Ms [redacted] canceled the package a couple of hours after bookingShe stated that she that she received a refund for the hotel but, has not been refunded for the airfare After review, we can confirm that the package was voided on the same days as the booking itselfA refund was issued for the hotel by Expedia and the merchant of record (the company who charged the customer’s credit card) Virgin America is responsible for issuing the refund for the airfare Ms [redacted] contacted our office on May 24, 2016, stating that she had not received the refundWe asked that she provide a billing statement and she agreedWe have not received the statement yet, but upon receipt we will be happy to advocate on her behalf to ensure that she receives her refund 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
April 18, 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 to use the flight credit for the requested flightOn April 10, 2017, we received receipt of the Revdex.com complaint Our records reflect on May 30, 2016, the customer self-booked a flight reservation for [redacted] and [redacted] Travel was on Turkish Airlines, departing July 29, 2016, from New York to Istanbul, Turkey; and returning on August 20, 2016, from Istanbul, Turkey to New York, via itinerary number [redacted] The customer is stating they contacted Expedia to use the flight credit; however the reservation has not been booked Upon further researching this matter, we can confirm on April 9, 2017, the customer contacted Expedia to use the flight creditThe customer requested the dates departing on June 24, 2017, from New York to Bologna, Italy; and returning on July 23, 2017, from Bologna, Italy to New YorkExpedia advised the customer they would be responsible for the airline imposed change fee of $per person; plus any fare differenceExpedia advised the customer that the total charge for the exchange would be $The customer understood and agreed Expedia processed the exchange for the dates and offered the customer as compensation a $coupon In reviewing the account the travel is active for June 24, The customer can view the flight information directly with Turkish AirlinesThe airline confirmation number is: [redacted] with the ticket numbers: [redacted] for [redacted] and [redacted] for [redacted] Expedia can confirm that the customer was only charged $for the exchangeThe coupon is active for a future hotel bookingThe customer can view the terms and conditions for the coupon Since the issue was resolved on April 9, 2017, Expedia is unable to honor the request for compensation or 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
September 8, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the advertising issues and refund request Our records show on April 30, 2016, Mr [redacted] self-booked an Expedia.com cruise reservations via booking number [redacted] , sailing with [redacted] Cruise line on September 5, We understand from Mr [redacted] ’s complaint, an itinerary change was made by [redacted] Cruises prior to the booking date but was noted on advertised on the Expedia.com websiteCustomer also stated upon requesting to cancel the booking, he was advised refund could not be providedMr [redacted] is requesting a full refund due to falsely advertising by Expedia Upon researching the customer’s complaint, we can confirm Mr [redacted] was emailed the booking confirmation on April 30, 2016, showing the correct itinerary details with one port not includedWe can also confirm the cruise was taken by the customer upon confirming with [redacted] Cruises that the guests were onboard Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs the booking was utilized and the cruise taken by Mr [redacted] , we are unable to honor Mr [redacted] ’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
June 23, Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to addressthe comments and concerns which have been brought to our attention Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia, Incisresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding an airline credit she is attempting to apply to a new booking It is never Expedia’sintent to inconvenience our customers and we apologize if the customer hasexperienced long hold times while we have been assisting her or othercustomers Expedia is not a callout site and customers must call in for assistance with bookings The customer may contact us at her convenienceand we have travel specialists that are available hours a day, days a weekto assist with finding a flight that best suits her needsAs always, thisservice is at no additional cost Shecan contact our travel specialists at [redacted] She mayalso request to be transferred to a tier customer service representative ifshe feels she is not getting the assistance she needs In addition, Airlinecredits may be used directly with the airline holding the credit, if the customerchooses to book directly with them, however she should be aware there may be anadditional charge levied by the airline for their assistance in re-booking Regarding pricing, Expedia.comstrives to offer the largest base of inventory available online and a widevariety of flight choices to choose from; however the airlines offer differentclasses of service with varying price pointsSeat availability and pricing maydiffer between travel suppliers including Expedia.com and the airlinesdirectlyWe thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G***Tier CustomerService
March 3, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] , (Revdex.com case number [redacted] ) regarding a refund request We understand Customer is stating she found the property un-stocked with expected amenities and not safe for customer to stay in, with issues including no working locks on the doorsOn March 3, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on December 7, the customer accessed Expedia.com and booked Itinerary # [redacted] for a stay at Hollywood Condos in Hollywood, Florida to arrive on December 8, and checking out December 12, The customer reports that she did not stay and is asking for a full refund On March 3, we spoke with Fernando, the property manager at Hollywood Condos, who states they were replacing the locks when the customer arrived, but he has approved a refund in full for the itinerary On March 3, Expedia has processed a refund in the amount of $back to Ms [redacted] ’s original form of payment The amount of time it takes for the credit to post to her account depends upon how quickly her bank or card company processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Given Expedia's refusal to deal with my issue and the advertising that Expedia continues to do up to this dayI will be filing a complaint with the State Attorney's office in Washington State.Sincerely, [redacted]
February 18, 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 seat assignments and customer service issuesWe understand Mr [redacted] is concerned that he didn’t receive the level of service he expected when contacting Expedia regarding airline seating assignmentsOn February 18, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Mr [redacted] did not provide an itinerary number for us to research, however, we do wish to address his issues Expedia regrets the service Mr [redacted] received was less than satisfactory Comments such as his are read by numerous people within Expedia and help shape our policies and practices It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available We would like to assure Mr [redacted] that his business is important to us With regards to the seat assignment issue the customer is referring to; the airlines retain total control over the selection and assignment of airline seatsExpedia makes every effort to assign seats to all of our customers, as we do recognize the importance of receiving preferred airline seatingRegrettably, there are times that we are unable to assign seats due to restrictions placed on the reservation by the airlineIn these circumstances, seats will only be assigned upon check-inCustomers may contact the airline directly at any time, and a majority of the airlines will assign seats in advance for the customer, which may result in a fee The following information is available on the customer’s itinerary: Seat assignments, meal preferences, and special requests must be confirmed with the airline; we cannot guarantee that they will be honored We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
April 6, Revdex.com E.com - Alaska, Oregon & Western [redacted] 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 reservationAs 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 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservation Our records indicate on April 27, 2015, the customer booked a hotel reservation using our online self-service toolAccommodations were at the [redacted] – State Beach Area from May 29, 2015, to May 31, We understand from the complaint, the customer is requesting a refund due to our Best Price Guarantee Upon receipt of the Revdex.com submission, we have processed a refund in the amount of $back to the original form of paymentIn addition, the customer’s $Expedia Travel Coupon will be added to their account within to weeks after the qualifying travel itinerary has been completed We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service
November 4, 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 is stating they encountered difficulties with their recent flight reservations Our records indicate on September 12, 2015, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Expedia.com websiteTravel was on [redacted] , departing November 13, 2015, from Miami, Florida to Santo Domingo, Dominican Republic, returning November 16, 2015, for one passenger Upon further research we were able to confirm on October 19, 2015, the customer contacted Expedia regarding the cancellation of their flight reservationsAt that time, the Expedia representative advocated on the behalf of the customer with [redacted] , who advised the customer’s reservations were cancelled due to a charge back to the customer’s credit card for this reservation, and the customer may contact [redacted] directly to rebook their reservations 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] 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] ------ When finalizing a reservation on Expedia.com, the user agrees to the specific rules and restrictions provided during the booking sessionAs 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 Given the above, we are unable to offer the customer any compensation We regret that our response cannot be more favorable and hope that, despite your recent experience, you will continue to use Expedia for your future travel arrangements, thereby allowing us the opportunity to restore your faith in our company We trust our position in this regard has now been clarified 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]
Complaint: [redacted] I am rejecting this response because: Expedia playing games,per there policy I can change the reservation as long as the plane did not take off, and I called hours before the plane take off to change the reservation and Expedia said ok (in order for us to have one stop in Europ- so we do not have to go through the shining visa in Europ)then they put me on hold for more than hours then they hang up the line ( ofter the plane took off they hang up on me - close the line) then I called again and they keep transfer me from one to one for more than 2hrs then they said sorry we can't change the reservation due to our policy if you need to change it has to be prior to the take off of the planeThat's really make us humiliated by the games they do, my sister has the visa to USAPlease refund us the money because Expedia did not do the right thingAlso I called Alitalia and they said sorry you have to go through your agent Expedia since you book through them and that's has nothing to do with AlitaliaPlease do the due diligence and refund us the money, my sister was with years old crying at the air port because of the games Expidia customer service did.Sincerely, [redacted] ***
June 25, 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 Better Business Bureau 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on March 19, 2015, Mr [redacted] self-booked two one-way flight reservations for two travelers using Expedia’s website, itinerary [redacted] The first flight was with [redacted] from Raleigh, NC to Orlando, FL, departing on June 15, 2015, and the second flight with [redacted] from Orlando, FL to Raleigh, NC, departing on June 19, In addition to the flights Mr [redacted] booked travel insurance for the total amount of $On June 6, 2015, Mr [redacted] contacted Expedia and cancelled the reservationWe understand he is requesting a full refund of this itinerary as he states the assisting representative misinformed him of the airline’s cancellation policy at the time of cancellation, which caused him to lose the tickets’ value While we were unable to verify what the information provided by Expedia’s representative at the time of cancellation was, Expedia is willing to issue a refund of Ms [redacted] flights as an offer of good faith A full refund for the airline portion of this booking in the amount of $was issued by Expedia on June 25, 2015, back to the original form of paymentThe time it takes a refund to post to Mr [redacted] account depends on how quickly his credit card company processes refundsAs the travel insurance purchased with the flights is nonrefundable and would have been active even if the correct cancellation policy was provided to the customer when he cancelled the booking, Expedia cannot provide a refund for it 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
August 11, 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 a refund and compensationOn August 4, 2017, we received receipt of the Revdex.com complaint Our records reflect on July 13, 2017, the customer self-booked a pay later hotel reservation at the Best Western Seattle Airport Hotel with a chedate of July 17, and check-out date of July 18, 2017, via itinerary number [redacted] The customer is stating that he canceled the reservation within the cancellation timeframe; however the customer was not refunded Upon further researching this matter, on July 28, 2017, the customer contacted Expedia advising that he contacted Expedia on July 13, 2017, to cancel the reservation; however the customer did not receive the cancellation confirmation emailThe customer requested the refund Expedia contacted the hotel, who advised that the reservation was marked as a no show and would not authorize the refund In reviewing the account, on August 4, 2017, Expedia contacted the customer advising that we would refund as a one-time courtesy in the amount of $to the original form of paymentIt typically takes 3-business days for the refund, such as this, to appear on the card Based on the above, Expedia is unable to honor the request for the refund or compensationExpedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further 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
September 3, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight cancellation with refund request Our records reflect on August 26, the customer accessed Expedia.com and self-booked itinerary # [redacted] for a round trip flight aboard low cost carrier EasyJet departing from Nantes, Italy on September 23, to London, England, returning September 25, We further show that the customer contacted an Expedia agent on August 26, 2017, within a few hours of booking, requesting to cancel the itinerary and receive a refund Our agent directed the customer to EasyJet Airlines as Expedia is prohibited by the airline from servicing the low cost carrier’s bookings For flight itineraries, the airline is the merchant of record, and the party who charges the customer’s credit card Therefore, only the airline can make a refund With flights that are refundable, and cancelled within hours of booking, the charges are most often held as pending authorizations, and the funds not withdrawn by the airline until the hour period has expired Pending authorizations are placed by the customer’s bank and usually drop off within 3-business days, if the vendor does not debit the account 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 The customer was advised of EasyJet terms of use which require the customer to contact the airline directly for any changes or cancellations Expedia, IncWebsite Terms of Use states in part: http://www.expedia.com/p/info-other/legal.htm This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement")Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in courtYou should also read our Privacy Policy, which also governs your use of the WebsiteBy accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall applyIf you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia PartnersThe Expedia Companies and the Expedia Partners 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 from Expedia does provide terms of use that the customer agreed to, and also advised the customer, when they contacted Expedia Customer Service, of the policy EasyJet requires both Expedia and the customer to follow to service their itineraries EasyJet was the merchant of record so any refund or release of pending charges would be resolved between EasyJet and the customer, per EasyJet terms We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: I have never any consideration regarding the above complaint As I am making plans to go back to Treasure Island in March I would appreciate hearing from Revdex.com or Expedia as to the gross overcharge incurred in MARCH Expedia charged me for a more expensive condo then we were given at the time we checked in to Sunset Vista Expedia claimed that a condo with a partial gulf view was not available, but that was the unit were given According to Expedia, only the more expensive full gulf view condo was available and I agreed to that unit Upon check in Sunset Vista put me in a cheaper unit with partial gulf view I would like some resolution to this issue A refund would be appreciated Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Please find my proof of the itinerary #The system would not allow me to use that # and was trying to chrage me more for the hotel rservationsSincerely, [redacted]
June30, BetterBusiness BureauAlaska,Oregon & Western Washington ComplaintDepartment Re:Expedia Case #: O-*** DearRevdex.com, Thankyou for taking the time to contact Expedia, Incregarding an issue from ourcustomer We appreciate the Revdex.com allowingus to address the comments and concerns which have been brought to ourattention Expedia, Incis disheartenedthe customer felt their concerns were not resolved adequately by our companyprior to seeking further actions from youExpedia,Incis responding to the consumer complaint from [redacted] (Revdex.comcase number [redacted] ) regarding a hotel pricing question We understand the customer is reporting thepricing on a hotel changed during the booking processWeapologize for any inconvenience this may have caused Expedia uses real-time reservation databasesfor our travel products, such as cars, hotels, cruises, and flights These databases link to our vendor partner’scompanies and contain up to the moment prices and availability Information on the databases is updatedconstantly by vendors as pricing changes and travel related items are sold toour customers and customers who are accessing the same pool of productsindependently or through other travel companies Vendors also limit the amount of theirproduct available for discounted pricingAs the discounted items sell out, low prices may no longer be available It ispossible that a specific price or travel item is available when a customerbegins planning a trip, and is no longer available when they try to finalize apurchase All our travel productsprices and availability are subject to change until customers have completedtheir purchase and a reservation is confirmedWe thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G***Tier Customer Service
6, 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, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Mr [redacted] is requesting a refund of a non-refundable hotel bookingOn August 6, we contacted the customer to acknowledge receipt of their Revdex.com complaint and ask for further information to locate his booking Mr [redacted] complaint indicates he booked a one night stay at the [redacted] Hotel in Sacramento, California for July 6, 2015, and was not provided the bed type he had expected He states he left the hotel and did not use the reservation, however since the hotel is a non-refundable property, he was not provided a refund Mr [redacted] complaint does not provide an itinerary number and regrettably we have been unable to locate his booking under his name or email address We are requesting the customer provide the itinerary number, and the email address he booked the reservation under, so we may look into his complaint 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