April 28, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on March 1, 2016, Mr [redacted] booked an Expedia Vacation Package which included a roundtrip flight from Washington D.Cto Lisbon, Portugal and a five-night hotel reservation We understand from Mr [redacted] that he noticed a flight segment was missing from his itineraryHe contacted Expedia on March 2, 2016, to address and was informed that the flight was not confirmed and that he not be charged for the bookingHe then booked a 2nd itinerary which included the missing flight segment and a hotel reservationOn March 7, 2016, Mr [redacted] contacted our office after noticing that he had been charged for the 1st booking from March 1, Our representatives confirmed and advised Mr [redacted] that he had been charged for both bookingsHe then processed a refund for the hotel portion of the 1st booking leaving the second reservation in placeOn March 27, 2016, Mr [redacted] arrived at the airport and was told that his flight booked on March 2, 2016, had been canceledAs such, he contacted Expedia and requested that we book the same flightUltimately he paid substantially more to book the flight as travel was imminentHe is now requesting that Expedia issue a refund of the difference paid for the March 2nd booking vsthe March 27th booking We contacted Mr [redacted] on April 28, 2016, and he informed us that he also submitted a credit card dispute in which he had been misinformedThis is what caused him to request a refund of $2,initiallyHe is now asking for a refund of $5,354.92, after resolving the matter with his credit card company In order to submit a request for the full amount that he is now requesting, we will need the documents associated with his credit card disputePlease instruct Mr [redacted] to submit a rebuttal and provide the requested documents as an attachmentUpon receipt, we will resume research for refund consideration 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, [redacted] Tier Customer Service
June 1, 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 regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund of $200.00, as they feel there is a discrepancy in the amount of the airline incurred change penalty Our records indicate on March 17, 2015, the customer booked flight reservations – itinerary [redacted] – using our self-service tool on the Expedia.com websiteTravel was on [redacted] , departing June 15, 2015, from Sao Paulo, Brazil to Boston, Massachusetts, returning September 16, 2015, for two passengersThe customer booked the Stress Free Flight Insurance in conjunction with their flight reservations Upon further research, we were able to confirm on May 13, 2015, the customer contacted Expedia to inquire about cancelling their flight reservations, at the time the assisting representative advised the customer that Expedia no longer has control of the customer’s reservations, as they contacted [redacted] Airlines directly to inquire about making changesThe customer was advised they would need to contact [redacted] Airlines directly, as Expedia no longer had the ability to see or make changes to the customer’s flight reservationsAt this time, the customer was provided with the phone number and confirmation number for [redacted] Airlines, the assisting representative did not advise the customer an amount for change penalty Upon booking the flight reservations, the customer was advised of the following terms and conditions: Tickets are non-refundable and non-transferable Tickets will incur a $per person change penalty, plus any increase in airfare at the time tickets re reissued We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary It is our customers’ responsibility to review all rules and regulations prior to booking any travel We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customer’s concern regarding the change penalties associated with her flight reservationsAt Expedia we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us However, we know that there are some instances when policies associated with offers on our website cannot allow for a resolution that is more favorable to our customersWe only want to convey that we are able to provide our customers with the necessary information related to their purchase/requestsAs such, we stand by our previous decision and are unable to offer any compensation on this matter 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 24, Revdex.com Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
June 27, 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 request for an Expedia Travel Coupon offered as part of our Best Price Guarantee Promotion Under the Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking The price match request must be submitted online within hours of your original bookingThe lower priced itinerary needs to meet specific requirements to qualifyThe following link to the Expedia Best Price Guarantee Terms and Conditions were provided on the website: http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US: Our records reflect on May 11, Mr [redacted] booked Itinerary # [redacted] , he found a lower price on our website later and cancelled the itinerary and booked at a lower rate We regret the customer was unable to file the Best Price Guarantee form online for the first reservation, and found it necessary to cancel the reservation and re-book Although the information he received from our agents was technically correct, a customer would need to actually file a Best Price Guarantee on a current itinerary to be eligible for price match, which then generates the $Travel Coupon However, since there were site issues and he was unable to submit his claim against the first itinerry, on June 27, we have provided Mr [redacted] ’s online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within his accountWe hope he will allow us the opportunity to improve upon his experience in the future 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
July 31, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request Our records reflect on July 20, the customer accessed Expedia.com and self-booked Itinerary # [redacted] for a stay at the American Plover Hotel in Plover, Wisconsin to check in on July 23, and checking out on July 24, The room chosen by Mr [redacted] was noted as having queen bed The hotel’s information provides that children can be accommodated free in a room and that roll away beds can be reserved for $per night A review of the itinerary emailed to him does show the room accommodates two guests While we regret the customer’s room did not meet their expectations, Expedia.com acts only as a third party booking intermediary Room descriptions are provided by the vendors and Expedia’s terms of use, agreed to by customers who choose to utilize our website, states the following: TERMS OF USE For Expedia Website https://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 LIABILITY DISCLAIMER The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errorsIn particular, the Expedia Companies and Expedia Affiliates do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.)In addition, Expedia, Incexpressly reserves the right to correct any pricing errors on our Website and/or pending reservations made under an incorrect priceIn such event, if available, we will offer you the opportunity to keep your pending reservation at the correct price or we will cancel your reservation without penalty 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 As the vendor did provide the room booked, and it was fully utilized, they will not agree to a refund Expedia must abide by the stated terms and conditions of the vendors who advertise on our site 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
August 4, Revdex.com Mid-Western and Central Ohio Complaint Department Re: Expedia.ca Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.ca regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia.ca is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOur records reflect that on June 24, 2017, Mr [redacted] booked a one-night stay at the Hampton Inn Newark Airport from July 16, 2017, through July 17, On June 24, 2017, we contacted the property on the customer’s behalf and changed the arrival date to July 1, We understand from Mr [redacted] that he arrived for check in on July 1, 2017, and was informed that there was no reservation on file for himAt Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stayWhile we do not view this complaint as something Expedia is responsible for, because we value Mr [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaintA refund in the full amount of his booking CAD was issued to the original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly the credit card company processes refunds Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Marlon J [redacted] Corporate Correspondence Team
Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because:I am disatisfied with the outcomeAs an Expedia customer who complied with the terms expected of me by your Company, I have a right, as well as common courtesy, to expect Expedia to honor its commitmentThat being to honor its agreement for the promotion promised to me in exchange for booking my cruiseYour response, frankly, was dishonestIt simply wasn't what transpiredBut I do have one questionYou state a booking made by me on April 20, in which a payment did not go through, was being held as an unpaid bookingWhy was that not the case the second time? It appears Expedia picks and chooses based on what they may or may not have to pay for in terms of promotionsMy bank was aware of a pending large transaction, so they released any maximum withdrawal holds on the accountThe payment issue was not an issue on my endI have spoken with my bank & they have volunteered to speak with whomever they may need to to convey thatI also spoke with [redacted] as soon as I boarded the cruiseThey state that what you, Expedia, has been saying, is untrueThey gave me a free phone call to you onboard the cruise in which nothing was resolved(The Expedia rep told me very rudely, "WE WILL DO NOTHING FOR YOU." Not once did I even receive an apologyI booked a once-in-a-lifetime cruise for my family in which the UBP was the deal maker for the tripThis was a huge blow & Expedia has treated me coldly every time I've talked to a rep)High-level management aboard [redacted] explained to me that in order to get the UBP, Expedia would have had to pay them the cost of it on my behalfThey say that is how it works when other companies/travel agencies 'copycat' [redacted] promotionsThey suck up the cost of the promotion and pay it or else no one would book with the travel agents, everyone would go through [redacted] to get the promo! [redacted] said for them it has nothing to do with when they received our payment, which they said in fact they received it almost a week after May due to processing, but that it has to do with Expedia simply not paying [redacted] for the UBP promotion that we booked through Expedia on April They stated several times, "We never received payment from Expedia to have the UBP applied to your account." I fully expect Expedia to stand by its commitment.Sincerely, [redacted] Sincerely, [redacted]
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 XXXXXXXX) regarding a package reservation We understand Ms [redacted] is requesting a refund On March 11, we received receipt of the Revdex.com complaint Our records reflect on January 11, 2016, an Expedia agent assisted the customer with booking a package reservation for [redacted] and [redacted] on Expedia.com Travel was on JetBlue, departing on March 4, 2016, from New York to Cancun, Mexico; returning on March 9, 2016, from Cancun, Mexico to from New York The hotel stay was at the GR Caribe by Solaris Deluxe All Inclusive Resort, chedate March 4, 2016, check-out date March 9, The customer is stating, the agent left out round trip shuttle transportation on the itinerary The customer is stating, they were advised by Expedia they would be refunded for the shuttle once the customer rebooked it; however, the customer has not received a refund Upon further researching this matter, we can confirm on March 3, 2016, the customer contacted Expedia regarding this matter The customer referenced speaking with an agent on January 11, The customer stated the agent who assisted her with the package reservation left out the roundtrip shuttle transportation The customer advised, they originally contacted Expedia to inquire about the Best Price Guarantee The customer requested a refund for the Best Price Guarantee and to add the shuttle transportation on the itinerary Our agent advised the customer, they could not process the refund for the Best Price Guarantee The agent did offer the customer a $coupon as compensation for the Best Price Guarantee, which the customer accepted Our agent advised the customer, they could not add the shuttle on the original itinerary The agent advised the customer to book the shuttle separately and then Expedia would refund the customer back for the reservation, which the customer did agree to On that same day, Expedia can confirm the customer self-booked a shuttle transfer located at the Cancun Airport for pidate March 4, Itinerary number: [redacted] Our agent then processed a refund in the amount of $ On March 10, 2016, the customer contacted Expedia, advising the shuttle reservation was canceled, and her credit card company advised her that Expedia did not request the payment The customer advised they had to book directly with the shuttle company Our agent did confirm the shuttle reservation was booked, and not canceled The agent confirmed the customer was refunded on March 3, for $ Our agent transferred the customer to our corporate office The customer was advised to submit a receipt for the shuttle booking The customer understood In reviewing Ms [redacted] account, the customer was refunded on March 3, in the amount of $and a $coupon was added to the customer’s account Expedia can confirm, the customer did not submit an online Best Price Guarantee claim form Our agents do not submit Best Price Guarantee claim form over the phone For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser – http://www.expedia/p/info-other/guarantee.htm?mcicid=pubwiz.bpg# Expedia can verify, there are no receipts from the customer have been received Expedia requests the customer to submit a copy of her receipt for the shuttle service via the Revdex.com link We will review for a possible refund for the shuttle service only 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
April 10, 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 shuttle reservation We understand Mr [redacted] is requesting the refundOn April 1, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 21, 2017, the customer self-booked a package reservationTravel was on British Airways, departing March 17, 2017, from Phoenix, Arizona to Paris, France; and returning on March 26, 2017, from Paris, France to Phoenix, ArizonaThe package includes a hotel stay for the Citadines Les Halles ParisThe package includes a roundtrip shuttle in Paris, France, via itinerary number [redacted] The customer is stating that the shuttle company did not pihim up at the airport or at the hotelThe customer is stating they had to take a taxi each time Upon further researching this matter, we can confirm on March 31, 2017, the customer contacted Expedia advising that the shuttle did not pick him up at the airport or take him back to the airport from the hotelThe customer advised that they had to take a taxi each timeThe customer requested the refundExpedia contacted the vendor; however they were unavailable Expedia has contacted the vendor; they advised they would need to research the customer’s complaintOnce they update Expedia, we will update the Revdex.com and the customerWe hope the customer understands Expedia cannot process the refund until the vendor confirms that the reservation was not used and that the vendor authorizes 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
October 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Mrs [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on September 12, 2015, Mrs [redacted] self-booked a flight reservation using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Miami, FL to Columbus, OH, departing on October 8, 2015, and returning on October 11, The reservation was cancelled by [redacted] on September 29, We understand Mrs [redacted] is requesting a full refund of this reservation as it was booked under the incorrect rate We have verified that Mrs [redacted] contacted Expedia regarding this issue and her call was escalated to Expedia’s Corporate Customer Service departmentThe assisting representatives verified that at the time Mrs [redacted] contacted Expedia to cancel itinerary [redacted] , she provided the itinerary number of a previous booking (cancelled due to the same reason, on the same day), itinerary [redacted] , and instead of cancelling itinerary [redacted] , our representatives confirmed [redacted] was already cancelledAs no cancellation call associated with the itinerary in question was received, the booking was not cancelled and it became a nonrefundable reservation, per the airline’s rules and restrictions accepted at the time of booking 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 [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand we must adhere to the policies dictated by the airlines Upon further research we have verified that the original price quoted for Mrs [redacted] reservation was $520.40, and the charge of $was collected due to an inaccuracy in the airline’s rate/availability system, affecting Expedia’s websiteAs a result, a full refund in the amount of $was issued by Expedia on October 9, 2015, back to the original form of paymentThe time it takes a refund to post to Mrs [redacted] account depends on how quickly her credit card company processes refunds, generally within 3-business days We regret Mrs [redacted] experience was not as we would have hoped, and any subsequent inconvenience causedExpedia welcomes customer feedback in our ongoing effort to improve upon the customer experienceHer comments have been forwarded to the appropriate department to utilize for further training and improvements in our services 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
July 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered We have attached screenshots showing where in the terms and conditions of his booking Mr [redacted] can see the quote listed in our previous response We do regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience causedHis comments have been forwarded to the appropriate department to utilize for further improvements in our services 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 ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Complaint: [redacted] I am rejecting this response because: As I explained in my complaint, and to everyone I've spoken with at Expedia, I was charged $three (3) separate timesThe third insurance was supposed to be complimentary because of the screwups that resulted in the two previous insurance policies being cancelled against my wishesI'm not sure why this has become so difficultIf their employees can't take proper notes, then that is something they need to work on after they honor their employee's offer to compensate me for all my wasted time and, most importantly, because I didn't have access to my $for several days while I waited for a refund Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:it is UNTRUE! The hotel heard VERY LOUD AND CLEAR complaints from me, and they are scam artists that deserve to never do business again because not only is the hotel disgusting, they are dirty liarsthanks a lot! 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 meI wish to thank the Revdex.com and Brittany in particular for the intermediation to reach a satisfactory solution and appreciate the fair behaviour of ExpediaI shall inform the Revdex.com once the credit carconfirms that the credit was made Sincerely, [redacted]
July 7, 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 Mr [redacted] is requesting a refund On June 28, 2016, we received receipt of the Revdex.com complaint Our records reflect on February 8, 2016, the customer self-booked a flight reservation for [redacted] , [redacted] and [redacted] using Expedia.com Travel was on Alaska Airlines, departing March 3, 2016, from Los Angeles, California to Portland, Oregon; returning on March 7, 2016, from Portland, Oregon to Los Angeles, California The customer also purchased the Expedia Stress Free & Trade Flight Protection The customer is stating, they contacted Expedia to rebook the flight credit; however, they were advised, due to the change fee the tickets will have no value Upon further researching this matter, we can confirm on February 16, 2016, the customer contacted Expedia, needing to cancel the flight reservation Expedia advised the customer, the tickets were nonrefundable; however, they would have a flight credit Expedia advised the customer, the change fee would be $per person The customer understood and agreed to cancel the flight reservation On June 13, 2016, the customer contacted Expedia, wanting to rebook the flight credit Expedia advised the customer, the change fee would be $per person; however the credit amount is $per ticket Expedia advised the customer, due to the change fee being more than the credit amount; the airline will consider the tickets as a lost value In reviewing the customer’s account, the policy for Alaska Airlines The change fee is $per person and the credit amount is $per ticket Alaska Airlines will consider the tickets as a lost value Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors Each airline has its own specific set of policies and procedures as does each ticket purchased Alaska Airlines was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card) We hope the customer understands Expedia cannot honor the 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, Delia K [redacted] Tier Customer Service
December 8, Revdex.comE.com - Alaska, [redacted] & Western Washington Complaint DepartmentRe: 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 hotel reservationsWe understand the customer is requesting compensation in the amount of $or greater Our records indicate on November 22, 2015, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Expedia.com websiteHotel accommodations were at the [redacted] Suites by Marriott [redacted] , checking in November 26, 2015, for two nights Upon further research, we were able to confirm on November 27, 2015, the customer contacted Expedia to request a refund for their hotel reservationsAt that time, Expedia contacted the hotel who advised Expedia would not be billed for the reservations, and full refund in the amount of $was processed back to the customer’s original form of paymentThe amount of time it takes for the customer to receive a refund depends on how quickly their credit card company processes refunds, generally 3-days The customer may submit a copy of the hotel invoice and their credit card statement listing the charges from the hotel using the submission link on the Revdex.com websiteIf the customer paid a higher rate with the hotel directly for the same room type and dates, Expedia may process a refund for the difference in price If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Nicole P.Tier Customer Service
January 17, Revdex.com Alaska, Oregon & Western Washington Complaint Department [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 two hotel reservationsOur records indicate on January 7, 2017, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the Southmore Boulevard Motel from January 7, 2017, to January 8, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: • Cancellation and Change Policy: Non-Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded• Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation We regret to hear that the customer was dissatisfied with the hotelExpedia.com acts only as a third party intermediary for hotelsIf 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 which enables us to attempt to find a resolution at that timeHowever, we do not show that the customer contacted Expedia.com regarding any issues until January 11, Expedia contacted the hotel directly on behalf of the customer and was advised that the customer did not make any complaints to the hotel regarding any issuesThe hotel denied a refund due to the hotel’s terms and agreements that the customer agreed toIn addition, the customer self-booked another hotel reservation using the Expedia.com websiteAccommodations were at the Hobby Airport Inn from January 7, 2017, to January 8, We understand from the complaint, the customer is also requesting a refund for this reservationExpedia contacted the hotel directly on behalf of the customer and was advised that the status of the reservation was a “no-show”The hotel advised Expedia that the customer never checked inThe hotel denied a refundExpedia does not own or operate any hotels, nor do we set any cancellation or refund policiesAs Expedia was charged for the reservations in question, Expedia is unable to issue a refund as requestedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
Re: Expedia Case: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on 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 airfareAfter 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 airfareMs [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 refundWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Marlon J [redacted] Tier Customer Service
May 26, Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O-***Dear Revdex.com,Thank you for allowing us to address [redacted] ***’s concernsAt Expedia, we takecustomer complaints and feedback seriously, and are committed to providing ourcustomers a great experience from booking to stayBecause we value Ms***as a customer and regret the experience she reports, we issued a travel couponvalued at $because we were unable to conclude that she was overcharged byExpediaWe also contacted the [redacted] , and confirmed that the reservation was utilized in fullAssuch, we are unable to offer a full refund for this bookingWe thank you for allowing us the opportunity to address the issues that werebrought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact usSincerely,Marlon J [redacted] Tier Customer Service
April 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mrs [redacted] Expedia, Incis responding to the consumer complaint Mrs [redacted] (Revdex.com case number [redacted] ) regarding an Expedia reservationWe regret that the customer’s experience was not as we would have hoped, and any subsequent inconvenience causedExpedia.com uses a real-time reservation database used by travel agents worldwide, listing actual ticket prices, hotel and car availabilityAs airlines fill flights or change fares, the database immediately reflects those changesWe encourage customer feedback in our ongoing effort to improve upon the customer experienceIn addition, Mrs [redacted] ’s comments will be forwarded to the appropriate department to utilize for further training and improvements in our servicesWe 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] Corporate Customer Service
April 28, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on March 1, 2016, Mr [redacted] booked an Expedia Vacation Package which included a roundtrip flight from Washington D.Cto Lisbon, Portugal and a five-night hotel reservation We understand from Mr [redacted] that he noticed a flight segment was missing from his itineraryHe contacted Expedia on March 2, 2016, to address and was informed that the flight was not confirmed and that he not be charged for the bookingHe then booked a 2nd itinerary which included the missing flight segment and a hotel reservationOn March 7, 2016, Mr [redacted] contacted our office after noticing that he had been charged for the 1st booking from March 1, Our representatives confirmed and advised Mr [redacted] that he had been charged for both bookingsHe then processed a refund for the hotel portion of the 1st booking leaving the second reservation in placeOn March 27, 2016, Mr [redacted] arrived at the airport and was told that his flight booked on March 2, 2016, had been canceledAs such, he contacted Expedia and requested that we book the same flightUltimately he paid substantially more to book the flight as travel was imminentHe is now requesting that Expedia issue a refund of the difference paid for the March 2nd booking vsthe March 27th booking We contacted Mr [redacted] on April 28, 2016, and he informed us that he also submitted a credit card dispute in which he had been misinformedThis is what caused him to request a refund of $2,initiallyHe is now asking for a refund of $5,354.92, after resolving the matter with his credit card company In order to submit a request for the full amount that he is now requesting, we will need the documents associated with his credit card disputePlease instruct Mr [redacted] to submit a rebuttal and provide the requested documents as an attachmentUpon receipt, we will resume research for refund consideration 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, [redacted] Tier Customer Service
June 1, 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 regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund of $200.00, as they feel there is a discrepancy in the amount of the airline incurred change penalty Our records indicate on March 17, 2015, the customer booked flight reservations – itinerary [redacted] – using our self-service tool on the Expedia.com websiteTravel was on [redacted] , departing June 15, 2015, from Sao Paulo, Brazil to Boston, Massachusetts, returning September 16, 2015, for two passengersThe customer booked the Stress Free Flight Insurance in conjunction with their flight reservations Upon further research, we were able to confirm on May 13, 2015, the customer contacted Expedia to inquire about cancelling their flight reservations, at the time the assisting representative advised the customer that Expedia no longer has control of the customer’s reservations, as they contacted [redacted] Airlines directly to inquire about making changesThe customer was advised they would need to contact [redacted] Airlines directly, as Expedia no longer had the ability to see or make changes to the customer’s flight reservationsAt this time, the customer was provided with the phone number and confirmation number for [redacted] Airlines, the assisting representative did not advise the customer an amount for change penalty Upon booking the flight reservations, the customer was advised of the following terms and conditions: Tickets are non-refundable and non-transferable Tickets will incur a $per person change penalty, plus any increase in airfare at the time tickets re reissued We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary It is our customers’ responsibility to review all rules and regulations prior to booking any travel We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customer’s concern regarding the change penalties associated with her flight reservationsAt Expedia we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us However, we know that there are some instances when policies associated with offers on our website cannot allow for a resolution that is more favorable to our customersWe only want to convey that we are able to provide our customers with the necessary information related to their purchase/requestsAs such, we stand by our previous decision and are unable to offer any compensation on this matter 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 24, Revdex.com Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
June 27, 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 request for an Expedia Travel Coupon offered as part of our Best Price Guarantee Promotion Under the Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking The price match request must be submitted online within hours of your original bookingThe lower priced itinerary needs to meet specific requirements to qualifyThe following link to the Expedia Best Price Guarantee Terms and Conditions were provided on the website: http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US: Our records reflect on May 11, Mr [redacted] booked Itinerary # [redacted] , he found a lower price on our website later and cancelled the itinerary and booked at a lower rate We regret the customer was unable to file the Best Price Guarantee form online for the first reservation, and found it necessary to cancel the reservation and re-book Although the information he received from our agents was technically correct, a customer would need to actually file a Best Price Guarantee on a current itinerary to be eligible for price match, which then generates the $Travel Coupon However, since there were site issues and he was unable to submit his claim against the first itinerry, on June 27, we have provided Mr [redacted] ’s online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within his accountWe hope he will allow us the opportunity to improve upon his experience in the future 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
July 31, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request Our records reflect on July 20, the customer accessed Expedia.com and self-booked Itinerary # [redacted] for a stay at the American Plover Hotel in Plover, Wisconsin to check in on July 23, and checking out on July 24, The room chosen by Mr [redacted] was noted as having queen bed The hotel’s information provides that children can be accommodated free in a room and that roll away beds can be reserved for $per night A review of the itinerary emailed to him does show the room accommodates two guests While we regret the customer’s room did not meet their expectations, Expedia.com acts only as a third party booking intermediary Room descriptions are provided by the vendors and Expedia’s terms of use, agreed to by customers who choose to utilize our website, states the following: TERMS OF USE For Expedia Website https://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 LIABILITY DISCLAIMER The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errorsIn particular, the Expedia Companies and Expedia Affiliates do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.)In addition, Expedia, Incexpressly reserves the right to correct any pricing errors on our Website and/or pending reservations made under an incorrect priceIn such event, if available, we will offer you the opportunity to keep your pending reservation at the correct price or we will cancel your reservation without penalty 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 As the vendor did provide the room booked, and it was fully utilized, they will not agree to a refund Expedia must abide by the stated terms and conditions of the vendors who advertise on our site 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
August 4, Revdex.com Mid-Western and Central Ohio Complaint Department Re: Expedia.ca Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.ca regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia.ca is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOur records reflect that on June 24, 2017, Mr [redacted] booked a one-night stay at the Hampton Inn Newark Airport from July 16, 2017, through July 17, On June 24, 2017, we contacted the property on the customer’s behalf and changed the arrival date to July 1, We understand from Mr [redacted] that he arrived for check in on July 1, 2017, and was informed that there was no reservation on file for himAt Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stayWhile we do not view this complaint as something Expedia is responsible for, because we value Mr [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaintA refund in the full amount of his booking CAD was issued to the original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly the credit card company processes refunds Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Marlon J [redacted] Corporate Correspondence Team
Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because:I am disatisfied with the outcomeAs an Expedia customer who complied with the terms expected of me by your Company, I have a right, as well as common courtesy, to expect Expedia to honor its commitmentThat being to honor its agreement for the promotion promised to me in exchange for booking my cruiseYour response, frankly, was dishonestIt simply wasn't what transpiredBut I do have one questionYou state a booking made by me on April 20, in which a payment did not go through, was being held as an unpaid bookingWhy was that not the case the second time? It appears Expedia picks and chooses based on what they may or may not have to pay for in terms of promotionsMy bank was aware of a pending large transaction, so they released any maximum withdrawal holds on the accountThe payment issue was not an issue on my endI have spoken with my bank & they have volunteered to speak with whomever they may need to to convey thatI also spoke with [redacted] as soon as I boarded the cruiseThey state that what you, Expedia, has been saying, is untrueThey gave me a free phone call to you onboard the cruise in which nothing was resolved(The Expedia rep told me very rudely, "WE WILL DO NOTHING FOR YOU." Not once did I even receive an apologyI booked a once-in-a-lifetime cruise for my family in which the UBP was the deal maker for the tripThis was a huge blow & Expedia has treated me coldly every time I've talked to a rep)High-level management aboard [redacted] explained to me that in order to get the UBP, Expedia would have had to pay them the cost of it on my behalfThey say that is how it works when other companies/travel agencies 'copycat' [redacted] promotionsThey suck up the cost of the promotion and pay it or else no one would book with the travel agents, everyone would go through [redacted] to get the promo! [redacted] said for them it has nothing to do with when they received our payment, which they said in fact they received it almost a week after May due to processing, but that it has to do with Expedia simply not paying [redacted] for the UBP promotion that we booked through Expedia on April They stated several times, "We never received payment from Expedia to have the UBP applied to your account." I fully expect Expedia to stand by its commitment.Sincerely, [redacted] Sincerely, [redacted]
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 XXXXXXXX) regarding a package reservation We understand Ms [redacted] is requesting a refund On March 11, we received receipt of the Revdex.com complaint Our records reflect on January 11, 2016, an Expedia agent assisted the customer with booking a package reservation for [redacted] and [redacted] on Expedia.com Travel was on JetBlue, departing on March 4, 2016, from New York to Cancun, Mexico; returning on March 9, 2016, from Cancun, Mexico to from New York The hotel stay was at the GR Caribe by Solaris Deluxe All Inclusive Resort, chedate March 4, 2016, check-out date March 9, The customer is stating, the agent left out round trip shuttle transportation on the itinerary The customer is stating, they were advised by Expedia they would be refunded for the shuttle once the customer rebooked it; however, the customer has not received a refund Upon further researching this matter, we can confirm on March 3, 2016, the customer contacted Expedia regarding this matter The customer referenced speaking with an agent on January 11, The customer stated the agent who assisted her with the package reservation left out the roundtrip shuttle transportation The customer advised, they originally contacted Expedia to inquire about the Best Price Guarantee The customer requested a refund for the Best Price Guarantee and to add the shuttle transportation on the itinerary Our agent advised the customer, they could not process the refund for the Best Price Guarantee The agent did offer the customer a $coupon as compensation for the Best Price Guarantee, which the customer accepted Our agent advised the customer, they could not add the shuttle on the original itinerary The agent advised the customer to book the shuttle separately and then Expedia would refund the customer back for the reservation, which the customer did agree to On that same day, Expedia can confirm the customer self-booked a shuttle transfer located at the Cancun Airport for pidate March 4, Itinerary number: [redacted] Our agent then processed a refund in the amount of $ On March 10, 2016, the customer contacted Expedia, advising the shuttle reservation was canceled, and her credit card company advised her that Expedia did not request the payment The customer advised they had to book directly with the shuttle company Our agent did confirm the shuttle reservation was booked, and not canceled The agent confirmed the customer was refunded on March 3, for $ Our agent transferred the customer to our corporate office The customer was advised to submit a receipt for the shuttle booking The customer understood In reviewing Ms [redacted] account, the customer was refunded on March 3, in the amount of $and a $coupon was added to the customer’s account Expedia can confirm, the customer did not submit an online Best Price Guarantee claim form Our agents do not submit Best Price Guarantee claim form over the phone For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser – http://www.expedia/p/info-other/guarantee.htm?mcicid=pubwiz.bpg# Expedia can verify, there are no receipts from the customer have been received Expedia requests the customer to submit a copy of her receipt for the shuttle service via the Revdex.com link We will review for a possible refund for the shuttle service only 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
April 10, 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 shuttle reservation We understand Mr [redacted] is requesting the refundOn April 1, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 21, 2017, the customer self-booked a package reservationTravel was on British Airways, departing March 17, 2017, from Phoenix, Arizona to Paris, France; and returning on March 26, 2017, from Paris, France to Phoenix, ArizonaThe package includes a hotel stay for the Citadines Les Halles ParisThe package includes a roundtrip shuttle in Paris, France, via itinerary number [redacted] The customer is stating that the shuttle company did not pihim up at the airport or at the hotelThe customer is stating they had to take a taxi each time Upon further researching this matter, we can confirm on March 31, 2017, the customer contacted Expedia advising that the shuttle did not pick him up at the airport or take him back to the airport from the hotelThe customer advised that they had to take a taxi each timeThe customer requested the refundExpedia contacted the vendor; however they were unavailable Expedia has contacted the vendor; they advised they would need to research the customer’s complaintOnce they update Expedia, we will update the Revdex.com and the customerWe hope the customer understands Expedia cannot process the refund until the vendor confirms that the reservation was not used and that the vendor authorizes 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
October 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Mrs [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on September 12, 2015, Mrs [redacted] self-booked a flight reservation using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Miami, FL to Columbus, OH, departing on October 8, 2015, and returning on October 11, The reservation was cancelled by [redacted] on September 29, We understand Mrs [redacted] is requesting a full refund of this reservation as it was booked under the incorrect rate We have verified that Mrs [redacted] contacted Expedia regarding this issue and her call was escalated to Expedia’s Corporate Customer Service departmentThe assisting representatives verified that at the time Mrs [redacted] contacted Expedia to cancel itinerary [redacted] , she provided the itinerary number of a previous booking (cancelled due to the same reason, on the same day), itinerary [redacted] , and instead of cancelling itinerary [redacted] , our representatives confirmed [redacted] was already cancelledAs no cancellation call associated with the itinerary in question was received, the booking was not cancelled and it became a nonrefundable reservation, per the airline’s rules and restrictions accepted at the time of booking 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 [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand we must adhere to the policies dictated by the airlines Upon further research we have verified that the original price quoted for Mrs [redacted] reservation was $520.40, and the charge of $was collected due to an inaccuracy in the airline’s rate/availability system, affecting Expedia’s websiteAs a result, a full refund in the amount of $was issued by Expedia on October 9, 2015, back to the original form of paymentThe time it takes a refund to post to Mrs [redacted] account depends on how quickly her credit card company processes refunds, generally within 3-business days We regret Mrs [redacted] experience was not as we would have hoped, and any subsequent inconvenience causedExpedia welcomes customer feedback in our ongoing effort to improve upon the customer experienceHer comments have been forwarded to the appropriate department to utilize for further training and improvements in our services 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
July 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered We have attached screenshots showing where in the terms and conditions of his booking Mr [redacted] can see the quote listed in our previous response We do regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience causedHis comments have been forwarded to the appropriate department to utilize for further improvements in our services 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 ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Complaint: [redacted] I am rejecting this response because: As I explained in my complaint, and to everyone I've spoken with at Expedia, I was charged $three (3) separate timesThe third insurance was supposed to be complimentary because of the screwups that resulted in the two previous insurance policies being cancelled against my wishesI'm not sure why this has become so difficultIf their employees can't take proper notes, then that is something they need to work on after they honor their employee's offer to compensate me for all my wasted time and, most importantly, because I didn't have access to my $for several days while I waited for a refund Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:it is UNTRUE! The hotel heard VERY LOUD AND CLEAR complaints from me, and they are scam artists that deserve to never do business again because not only is the hotel disgusting, they are dirty liarsthanks a lot! 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 meI wish to thank the Revdex.com and Brittany in particular for the intermediation to reach a satisfactory solution and appreciate the fair behaviour of ExpediaI shall inform the Revdex.com once the credit carconfirms that the credit was made Sincerely, [redacted]
July 7, 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 Mr [redacted] is requesting a refund On June 28, 2016, we received receipt of the Revdex.com complaint Our records reflect on February 8, 2016, the customer self-booked a flight reservation for [redacted] , [redacted] and [redacted] using Expedia.com Travel was on Alaska Airlines, departing March 3, 2016, from Los Angeles, California to Portland, Oregon; returning on March 7, 2016, from Portland, Oregon to Los Angeles, California The customer also purchased the Expedia Stress Free & Trade Flight Protection The customer is stating, they contacted Expedia to rebook the flight credit; however, they were advised, due to the change fee the tickets will have no value Upon further researching this matter, we can confirm on February 16, 2016, the customer contacted Expedia, needing to cancel the flight reservation Expedia advised the customer, the tickets were nonrefundable; however, they would have a flight credit Expedia advised the customer, the change fee would be $per person The customer understood and agreed to cancel the flight reservation On June 13, 2016, the customer contacted Expedia, wanting to rebook the flight credit Expedia advised the customer, the change fee would be $per person; however the credit amount is $per ticket Expedia advised the customer, due to the change fee being more than the credit amount; the airline will consider the tickets as a lost value In reviewing the customer’s account, the policy for Alaska Airlines The change fee is $per person and the credit amount is $per ticket Alaska Airlines will consider the tickets as a lost value Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors Each airline has its own specific set of policies and procedures as does each ticket purchased Alaska Airlines was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card) We hope the customer understands Expedia cannot honor the 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, Delia K [redacted] Tier Customer Service
December 8, Revdex.comE.com - Alaska, [redacted] & Western Washington Complaint DepartmentRe: 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 hotel reservationsWe understand the customer is requesting compensation in the amount of $or greater Our records indicate on November 22, 2015, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Expedia.com websiteHotel accommodations were at the [redacted] Suites by Marriott [redacted] , checking in November 26, 2015, for two nights Upon further research, we were able to confirm on November 27, 2015, the customer contacted Expedia to request a refund for their hotel reservationsAt that time, Expedia contacted the hotel who advised Expedia would not be billed for the reservations, and full refund in the amount of $was processed back to the customer’s original form of paymentThe amount of time it takes for the customer to receive a refund depends on how quickly their credit card company processes refunds, generally 3-days The customer may submit a copy of the hotel invoice and their credit card statement listing the charges from the hotel using the submission link on the Revdex.com websiteIf the customer paid a higher rate with the hotel directly for the same room type and dates, Expedia may process a refund for the difference in price If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Nicole P.Tier Customer Service
January 17, Revdex.com Alaska, Oregon & Western Washington Complaint Department [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 two hotel reservationsOur records indicate on January 7, 2017, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the Southmore Boulevard Motel from January 7, 2017, to January 8, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: • Cancellation and Change Policy: Non-Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded• Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation We regret to hear that the customer was dissatisfied with the hotelExpedia.com acts only as a third party intermediary for hotelsIf 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 which enables us to attempt to find a resolution at that timeHowever, we do not show that the customer contacted Expedia.com regarding any issues until January 11, Expedia contacted the hotel directly on behalf of the customer and was advised that the customer did not make any complaints to the hotel regarding any issuesThe hotel denied a refund due to the hotel’s terms and agreements that the customer agreed toIn addition, the customer self-booked another hotel reservation using the Expedia.com websiteAccommodations were at the Hobby Airport Inn from January 7, 2017, to January 8, We understand from the complaint, the customer is also requesting a refund for this reservationExpedia contacted the hotel directly on behalf of the customer and was advised that the status of the reservation was a “no-show”The hotel advised Expedia that the customer never checked inThe hotel denied a refundExpedia does not own or operate any hotels, nor do we set any cancellation or refund policiesAs Expedia was charged for the reservations in question, Expedia is unable to issue a refund as requestedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
Re: Expedia Case: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on 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 airfareAfter 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 airfareMs [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 refundWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Marlon J [redacted] Tier Customer Service
May 26, Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O-***Dear Revdex.com,Thank you for allowing us to address [redacted] ***’s concernsAt Expedia, we takecustomer complaints and feedback seriously, and are committed to providing ourcustomers a great experience from booking to stayBecause we value Ms***as a customer and regret the experience she reports, we issued a travel couponvalued at $because we were unable to conclude that she was overcharged byExpediaWe also contacted the [redacted] , and confirmed that the reservation was utilized in fullAssuch, we are unable to offer a full refund for this bookingWe thank you for allowing us the opportunity to address the issues that werebrought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact usSincerely,Marlon J [redacted] Tier Customer Service
April 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mrs [redacted] Expedia, Incis responding to the consumer complaint Mrs [redacted] (Revdex.com case number [redacted] ) regarding an Expedia reservationWe regret that the customer’s experience was not as we would have hoped, and any subsequent inconvenience causedExpedia.com uses a real-time reservation database used by travel agents worldwide, listing actual ticket prices, hotel and car availabilityAs airlines fill flights or change fares, the database immediately reflects those changesWe encourage customer feedback in our ongoing effort to improve upon the customer experienceIn addition, Mrs [redacted] ’s comments will be forwarded to the appropriate department to utilize for further training and improvements in our servicesWe 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] Corporate Customer Service