Complaint: [redacted] I am rejecting this response because: I am accepting the response regarding the airline change fee and thank Expedia for assuming at last their responsibiityI do not accept the refund regarding the hotelI would like Expedia to book the hotel Nefeli on the coast which is the one I has requested the agent over the phone and not the one in downtown Athens they erroneously didExpedia must assume that it was the agent´s and not the client´s mistake (there must be a recording of my conversation with the agent)On the 16th of July I state clearly to the agent "the same Nefeli hotel that I stayed in May"Therefore, I do not want a refund but a booking at the Nefeli hotel as originally plannedThank you for your assistence.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Let me start by making it extremely clear that I reject Expedia’s explanation to my concern and complaint, and that it is even more apparent after their response that they did not take any time to investigate the claims I expressed in my complaint, and only provided their “general policies.” I will explain my response one step at a time First, Expedia’s claim that the “+VIP” symbol on their hotel listings are merely a sign that it is a highly rated hotel is either completely false, or extremely misleading There are many hotels (I shopped around on Expedia for several weeks before finally booking this hotel) that display the VIP symbol at certain times of days, weeks, etc., but not at other times It is suspect to think that the rating of a particular hotel changes so drastically from hour to hour, or day to day, that the VIP symbol would appear and/or disappear on daily, if not hourly basis on the same hotelThis was also confirmed by one of the agents I spoke with, who attempted to go through the process of booking this exact hotel while on the phone with me, and kept repeating that there is no +VIP symbol on the listing while she was going through the steps to test the booking Not to mention, that I’ve checked back with Expedia on this particular hotel at least times after that, and sometimes it contained the +VIP symbol (for a higher price), and other times it did not (at a lower price) It most certainly contained that symbol when I booked it Second, Expedia’s statement that they do not offer VIP status option is completely and utterly FALSE This was confirmed by the first Expedia agent I spoke with prior to booking The following agents CONFIRMED that I DID, IN FACT, WAS BOOKED UNDER VIP STATUS Even if we take Expedia’s word that the agents (at least 3) gave me wrong information, the hotel itself confirmed on several occasions, PRIOR TO AND DURING our stay at the hotel, that they do receive bookings from Expedia that indicate VIP status, but my booking DID NOT Next, contrary to Expedia’s statement in their response (“our agents did advise Ms [redacted] (couldn’t even spell my name correctly) that we cannot book her as a VIP guest”), NONE of the agents I spoke with (there were at least 5, totaling over HOURS, if you refer to my original complaint, which Expedia would have confirmed if they did due diligence in investigating my claims) have EVER mentioned that they are unable to book as VIP In fact, the first agents CONFIRMED that I was booked as a VIP, and they “show me as VIP status in their system” In my original complaint, I detailed the dates and times I spoke with Expedia agentsThese conversations are recorded for at least “quality control purposes.” It is blatantly obvious that Expedia made no effort to obtain and listen to those conversations, because their response would have been completely different and would have addressed those conversations It is not the case that the “explanations were not clear,” the fact is the explanations were just clearly WRONG And if Expedia would bother obtaining at least some of the conversations I had with Expedia agents, they would clearly see that I was provided COMPLETELY WRONG INFORMATION, from my first call BEFORE EVEN BOOKING this trip I STRESS THAT, WAS I NOT GIVEN WRONG INFORMATION FROM THE BEGINNING, ESPECIALLY BEFORE BOOKING, I WOULD NOT HAVE BOOKED THIS TRIP As for the offer of $towards future travel, is a completely pointless gesture, because I will never, EVER, EVER book anything with Expedia EVER again I hope the emphasis on NEVER, EVER gets my point across And probably no one that I ever come in contact with now or in the futureNot like there isn’t enough competition to put up with this kind of crappy service Lastly, in addition to providing information PRIOR to my booking, resulting in pretense for my decision to book this trip, Expedia’s customer service was extremely, utterly and unacceptably appalling Again, if Expedia bothered to pull the phone conversations and records I mentioned in the original complaint, they would see that I absolutely literally, with not a speck of exaggeration, spent hours, upon hours, upon hours on the phone being “on hold” or “while they investigated.” One of the phone calls lasted over hours, consisting at least one hold of over TWO HOURS, and another at least an hour, most likely more Prior to and upon arrival to the hotel, I inquired directly from the hotel exactly what EXPEDIA VIP status would afford me The answer was, an upgraded ocean-front view room and free access to wifi (which is EXACTLY what the first Expedia agent informed me PRIOR to me booking this trip, which is what I was made belief I was getting) Upon our arrival to the hotel, the room upgrade cost almost $300, and wifi’s cost was $per day in that particular hotel, which although seems extremely excessive, is based on that hotel’s owners’ policies (which can be easily verified by calling and asking the hotel staff) I refuse to accept that different agents admittedly gave me wrong information, the first of which resulted in my decision to book this trip, WHICH I WOULD NEVER HAVE DONE OTHERWISE, and that I should not be entitled to compensation and refund of my expenses associated with this CONSISTENT WRONG INFORMATION Not to mention compensation for minimum hours of conversations, being on hold, broken promises that escalation departments and/or management would call me back to discuss NO ONE EVER DID, despite several specific statements that someone will be in touch with me to help me resolve my issue Everything I assert in my original complaint can EASILY be verified by Expedia’s proper due diligence investigation by locating the numerous phone conversations, and information (or obviously complete MISINFORMATION) given to me on at least out of different occasions, resulting in unexpected out-of-pocket expenses, and my valuable time I want Expedia to either refund my unexpected expenses associated with this booking for things I was led to believe were included (room upgrade and wifi) and compensate me for my valuable time during my multiple lengthy futile attempts on the phone with various Expedia agents, trying to resolve this issue; or Expedia to produce recordings of at least conversations I had with Expedia agents when I was provided and misleading information, and advise how they will compensate me for Expedia employing numerous agents without proper training, who provide such misinformation and statements, wasting consumers’ time and money, not to mention ruining their vacations Thank you for your time and consideration Sincerely, [redacted]
July 21, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 the customer is writing concerning flight delays on a recent tripOn July 21, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on March 3, the customer accessed Expedia.com to self-book itinerary # [redacted] for a package itinerary including round trip flights on [redacted] from Houston, Texas to Cancun, Mexico leaving on July 2, and returning on July 5, We understand from the complaint that there was a significant departure delay on the return flight and the customer is asking for compensation from Expedia Expedia regrets the inconvenience the customer experienced, however the terms and conditions, which the customer agrees to when using Expedia.com to book travel) state in part; · 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 AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority The full terms and conditions for use of Expedia.com can be found at: · http://www.expedia.com/p/info-other/legal.htm Further, the customer’s itinerary states: · Charter flight summary flights: · Please reconfirm your international flight reservation at least hours prior to departure by contacting the airline directly While Expedia is disappointed to learn about the customer’s experience with [redacted] Airlines, Expedia.com acts only as a third-party intermediary for travel providers We are unable to offer any refunds or compensation for this reservation delay 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 18, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] I am okay if the company needs more time in order to research my case more thoroughlyI hope that during their research they listen to the numerous recorded phone calls made on that dayI was unable to mention this in my original complaint due to character limit, but during my last phone call with Shawn, B [redacted] #***, he called me a racist numerous times when I suggested that there was a miscommunication due to language barriers (the customer service center is obviously outsourced.) Having my reservation request bungled, then being charged an additional $for their error, being scolded by the supervisor, then being called a racist when I didn't say anything remotely derogatory is incredibly insultingI think that not being penalized for Expedia's error is a very reasonable request considering how unprofessionally I was treated, and in addition, I think that I am entitled to an apologyI look forward to a swift resolution that will ameliorate the situation Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:the booking made made through Expedia and Expedia continues to let this place operateExpedia does NOT take responsibility for frauds committed through their website and Using the Expedia resources and name The refund to a credit card was never made and Expedia continues to pass the responsibility to a hotel even though the money was paid through the Expedia website[redacted] ***
Complaint: [redacted] I am rejecting this response because: Because my claim is not against the [redacted] hotel but against ExpediaI do not believe that the hotel bears any Expedia’s deceptive practicesWhen we arrived at the [redacted] ***, at night, after 6-hour drive from New York to Vermont, on Columbus Day weekend, the front desk had no record of our reservationThe receptionist searched their data base for my bookingMy name was not in their data baseI was present, standing right behind her, and could see the computer screenI did not see name reservation eitherThere was no reservation made for meExpedia assured me, via email on 10/1/15, right after I made a payment of $to Expedia, “Your reservation has been confirmedNo need to reconfirm.” I entirely relied on Expedia’s (mis) representation I do not believe that the hotel had a problem with their boiler, furnace or anything as Expedia now claimsIt was full-house and there were at least two other families in the same situation as us who had booked their rooms through Expedia and Expedia (after collecting payment) made no reservation on our and their behalfThe front desk advised us something to the effect “that since [redacted] and Expedia merged, it has nothing but a disaster”Apparently this type of deceptive practices is not uncommon when guests book through Expedia It was my first experience with Expedia and I was unawareAfter we found ourselves without a room, at night, far from home on a Columbus Day weekend, I attempted to contact Expedia on various occasions, via phone and their webI did so also after I got back to NYAll to no availIt was not until 10/16/when I eventually received a communication from Expedia, only to inform me that they “advocated my case” with the hotel and that the hotel refused to reimburse meWith all due respect, neither requested Expedia to be my advocate nor do I believe that the hotel bears any responsibility for Expedia failure to make a reservation on my behalfIt is Expedia who made representations to me about my reservation, not the hotelI do not accept Expedia’s offer of crediting my “Expedia account” with $for future purchases instead of crediting my credit card I paid Expedia withI do not have an account with Expedia, nor do I wish to book through Expedia again unless Expedia is accountable for the deception, money I lost and ruined vacation timeI paid $for two night ($299.13/night) in a cozy hotel in the center of Stowe and ended up staying in a disgusting, unsanitary place instead for $No other choice was availableThe room at [redacted] was dirty, had a malfunctioning toilet, with water and whatnot all over the floor, malfunctioning sink, layers and layers of old dust, gaps in the walls were such that one could not only smell and hear, but actually see the occupant next doorI did not and would have never agreed to spend $to stay in that disgusting place if it wasn’t because of Expedia’s failure to make a reservation on my behalf I believe I am entitled to be reimbursed by Expedia Sincerely, [redacted]
May 4, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely,
Complaint Department Re: Vacations by Marriott Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered The breakdown for the package reservation is: Flight: $1,035.40usd (with taxes and fees included) Hotel: $1,61366usd (with taxes and fees included) Package Protection Plan: $184.00usd We cannot provide a specific per night rate due to the customer self-booked a package reservation and rates may vary depending on the day of the week During the booking and checkout path on our website, it did disclose the base fare along with the taxes and fees for each reservation We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
February 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case ID [redacted] ) regarding a Best Price Guarantee submissionOn January 28, 2017, Expedia processed a refund in the amount of $back to the customer’s 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 completedOn February 2, 2017, Expedia refunded an additional amount of $back to the customer’s original form of paymentWe apologize for any inconvenience that may have occurred due to the delayWe 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
August 26, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding an airline ticket refund requestOur records show on August 27, 2015, Ms [redacted] self-booked an Expedia.com airline reservation via booking number [redacted] , with a trip start date of October 23rd, We understand from Ms [redacted] ’s case, due to hurricane Patricia, flights were cancelled and they were advised they would keep flight credit without being charged feesWhen Ms [redacted] attempted to use flight credit they were advised they would have to pay a change fee in order to use the flight creditMs [redacted] was previously refunded only for the hotel portionMs [redacted] is requesting a refund for the amount paid for the airline ticketsWe have proceeded to process a full refund of $This has been refunded to the original form of payment used for the bookingIn the future we do advise that the customer contact customer support following any cancelled flight due to weather to make sure the details of the cancellation are notated on the reservationExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved to Mr [redacted] ’s desired outcome, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
September 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel refund We understand Ms [redacted] is seeking a refund for a service for an recent hotel reservation booked through Expedia We research this matter further and our records indicate a reservation for the Harbor Inn was booked online by Ms [redacted] or an authorized user of her Expedia account, without any assistance from an Expedia representative on May 28, During the booking the customer indicated they viewed “guaranteed for late check” however also indicated in the hotel polices and fee stated the following: “The front desk is open daily from AM - PM If you are planning to arrive after PM please contact the property in advance using the information on the booking confirmation.” Expedia makes every effort to insure our customers have a complete understanding of the hotel rules and restrictions prior to completing their reservation at our siteIt is important our customer review all hyperlinks provided at our site as important information is often contained in these areasWe contacted the hotel regarding the customer request for a full refund and we were notified by hotel management they left a key, and note for the customer, and left a voicemail advising the customer a key was waiting for themSo they were not willing to offer a refund as they had marked the customer as a no-showPer the hotel’s policy: Cancellations or changes made after 7:PM local hotel time, Sunday, June 25, or no-shows are subject to a hotel fee equal to 100% of the total amount paid for the reservationHowever taking into account the customers situation Expedia did provide a partial refund in the amount of $(percent) as a gesture of goodwill on August 26th, While we understand the customers concerns we are unable to provide any additional refunds or compensation in this matterExpedia does not compensate for time spent on the phone with our service agents nor can we honor the customer’s request for $credit We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Kiki R [redacted] Tier Customer Service
May 06, 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 car reservation refund request Our records show on March 30th, 2016, Mr [redacted] self-booked an Expedia.com car reservation via booking number [redacted] , with a vehicle pick up date of March 31st, in the amount of $We understand from Mr [redacted] ’s complaint, he was provided with a different car type than the one he chose and was charged a higher amount by the rental car companyMr [redacted] was charged an additional $for the rentalThe customer contacted Expedia on April 16th, and was refunded $back to his original form of paymentThe customer was still owed $ Upon researching the customer’s complaint, we can confirm as of April 26, 2016, the agent who was handling the customers case refunded the remaining $to the original form of payment Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a full refund has been given to the customer and the issue has been resolved to Mr [redacted] ’s desired outcome, Expedia considers this matter closed 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, Daniel A [redacted] Tier Customer Service
December 1, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr***We regret to hear that he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com Case number [redacted] ) regarding a hotel collect reservationAs stated on the customer’s Revdex.com rebuttal, regarding the use of his travel coupon, it states: • Once you complete your booking, your coupon will show on the Coupons page under Redeemed and expired coupons• Coupons cannot be redeemed for Pay Later hotel bookings• Review the coupon's complete rules and restrictions to see if the coupon is valid for your travel selectionDuring the booking process, the customer had the option as stated below, which he chose: • Free Cancellation until Wed, Dec Reserve now, pay later No Expedia booking or credit card fees The following similar screen was shown: (see attached) The customer chose the Pay Later option Again, Expedia apologizes for any inconvenience that may have occurredWe thank you for allowing us the opportunity to address the issues brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Revdex.com:I value the Revdex.com and thank you for your assistance Since we were unable to resolve this matter prior to the flight (June 24th) we had no option but to use the airline ticket This is was not the first choice but one necessitated by the cost ($1100) and lack of cooperation and assistance from EXPEDIA.COMAfter making several phones calls to Expedia, we became away that reps were not making notes on our files This is grievously sad and frightfully unhelpful After this experience I seriously doubt that we will ever use Expedia.com again As long as things go as planned it's fine but they are ill equipped to handle anything but an A to Z transaction.Thank you again Revdex.com - your efforts and results are greatly appreciated[redacted] ***
Complaint: [redacted] I am rejecting this response because: Expedia is just passing responsibilityThe airline Xiamen Air/Korean Air themselves asked how I was able to book this ticket through you, my travel agent when their airport does not allow flights to book unless there is a set time (which I don't know, that's Expedia's job to book connecting flights as a package deal, or why would I use your service for convenience in booking international flights?) and that I should not have been able to purchase this flight in the first place I wonder if all these people had experienced what I experienced as your customer reps had me wait on a phone while I was getting screamed at by the Chinese police and security figures if you would be satisfied with your service which should not have offered the flight in the first placeThere was never definitive confirmation I was booked out of China the following dayEverSo, if you were me, you would be satisfied with this response and those hour long phone calls? Well, there's my position Could you even imagine the PR disaster for your travel agency if I had been held and deported to America after an unset amount of time in a Chinese airport jail? It could have happened, and it definitely was not thanks to your company that I was able to fly out Thanks for your friendly words, I know handling these inquiries must be awfulA+ for writing, F- for resolving customer complaint; and no, I won't be using Expedia again Don't book flights as a package deal if you can't look the details up as a travel agency pleaseI can't trust your guys' service to deliver me home Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: the response given is completely and utterly inaccurate The airline credit I am trying to use is through [redacted] Airlines, not *** I did not take any trips in May, so I literally have no idea what you guys are talking about with me "using" a [redacted] credit I will provide the information again The itinerary number of the original flight was [redacted] and it is through [redacted] Airlines The credit is for $ As I could not take the chance of waiting any longer to book the flight needed, I have taken my business elsewhere and booked my flight through a different company I am now requesting a refund in the amount of the flight from Expedia due to the extreme inconvenience this several month process has taken that is still left unresolved Sincerely, [redacted]
August 31, 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 Ms [redacted] is requesting a refundOn August 25, 2016, we received receipt of the Revdex.com complaint Our records reflect on June 5, 2016, the customer self-booked a package reservation for [redacted] ***, [redacted] ***, [redacted] ***, and [redacted] *** Travel was on [redacted] Airlines, departing August 11, 2016, from Hartford, Connecticut to Colorado Springs, Colorado; returning on August 16, 2016, from Colorado Springs, Colorado to Hartford, Connecticut The package includes a hotel stay at the Super –Colorado Springs Airport, chedate August 11, 2016, check-out date August 16, Itinerary Number: [redacted] The customer is stating, once they arrived at the hotel, the customer did not have a room The customer is also stating, they had to book at a different hotel at a higher amount Upon further researching this matter, we can confirm on August 10, 2016, the customer contacted Expedia needing to extend the hotel check-out date, due to an airline schedule change Expedia contacted the hotel and was advised, they would not authorize any changes to the original reservation Expedia rebooked the customer at the Super –Colorado Springs Airport, chedate August 16, 2016, check-out date August 17, Itinerary Number: [redacted] Expedia applied a $coupon towards the new reservation and the customer was only charged for the taxes and fees in the amount of $ Expedia advised the customer, we would refund the fees back to them The customer understood and agreed In reviewing the customer’s account, on August 10, 2016, the customer exchanged the airline tickets The new dates reflect: departing August 11, 2016, from Hartford, Connecticut to Colorado Springs, Colorado; returning on August 17, 2016, from Colorado Springs, Colorado to Hartford, Connecticut On August 10, 2016, Expedia processed the refund in the amount of $for the new hotel reservation On August 11, 2016, Expedia processed the refund in the amount of $for the original hotel reservation On August 30, 2016, Expedia contacted the hotel on the customer’s behalf, they advised the customer was marked as a no show for the original reservation on August 11, The hotel did not charge for the reservation for itinerary number [redacted] We hope the customer understands since they were already refunded for the original hotel reservation Expedia cannot honor the request for the refund for the difference for the new hotel booking Expedia considers this matter as closed and will no longer address this matter any further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
June 23, 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 strive to provide the highest level of customer service, and we’re sorry that Mr [redacted] recent experience did not live up to that expectationWe regret to hear of the long hold time he experienced when contacting Expedia’s Customer Service departmentOur representatives assist with calls in the order they are received and they do their best to minimize hold time, however we have no control of the call volume at any given time The reason we did not provide a phone number for Expedia’s Customer Service Team in the previous response is because the issue was already being addressed by usIf the customer needs to contact Expedia’s Customer Service directly, he can do so at [redacted] Our agents are available hours a day, seven days a week As noted in our previous response, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines It does not own, operate or otherwise run any hotels We hope you understand we must adhere to the policies dictated by the hotels Upon receipt of this Revdex.com submission Expedia forwarded Mr [redacted] complaint to the hotel, requesting compensation on his behalfThe [redacted] management responded stating they will not offer monetary compensation; however, as a gesture of goodwill, they would like to offer a one-night complimentary stay, good for one year (see the attached voucher provided by the [redacted] ***) While we regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, Expedia is unable to provide a refund or compensation regarding 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 %
May 22, 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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a vacation packageWe understand she is requesting a refund for a car rental reservation due to an Airline cancellationOur records indicate, on April 05, 2015, Mrs [redacted] called our customer service representative and booked a package reservation for one passenger, departing from Tucson, Arizona, on May 2015, and returning from San Diego, California, on May 2015, with a hotel stay at the [redacted] San Diego, fir a total of $958.04, via itinerary [redacted] On May 09, 2015, Mrs [redacted] called our customer support representative to advise the airline cancelled the first segment of her reservation and she had to rent a car for $150.00, to be able to use the second segmentOur representative advised that the airline did not communicate any schedule changes therefore we are unable to process a refundUpon further research, we called [redacted] on customer’s behalf to investigate the issue and request a refund; [redacted] representative confirmed that the first segment has been cancelled and customer has been notified as she checkonlineThe airline confirmed that customer has been offered alternate flights however Mrs [redacted] did not accept the options offered, they further confirmed that customer has been in contact with a [redacted] agent at 10:am the same dayWhen making a purchase on Expedia.com, or any travel website, the user agrees to the specific rules and restrictions supplied to the purchaser at the time of the reservationAs a travel agency, Expedia is subject to the rules and restrictions of the vendors whose services we sellMrs [redacted] agreed to the terms and conditions and all the details of the package which includes that it is customers responsibility to confirm the fight details hours before departure and Flight details (e.g., aircraft, times), are subject to changeAs Mrs [redacted] did not accept the alternate flights offered by [redacted] and there is no error on Expedia, we are unable to process a refund for the car rental reservationOur goal is to provide not only excellent customer service, but an excellent customer experienceAs a one-time courtesy, we added a $coupon on customers accountOnce signed in on Expedia.com, Mrs [redacted] can access the coupon terms and conditions under the “My Account” tab, then the “View My Coupons” linkWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I am accepting the response regarding the airline change fee and thank Expedia for assuming at last their responsibiityI do not accept the refund regarding the hotelI would like Expedia to book the hotel Nefeli on the coast which is the one I has requested the agent over the phone and not the one in downtown Athens they erroneously didExpedia must assume that it was the agent´s and not the client´s mistake (there must be a recording of my conversation with the agent)On the 16th of July I state clearly to the agent "the same Nefeli hotel that I stayed in May"Therefore, I do not want a refund but a booking at the Nefeli hotel as originally plannedThank you for your assistence.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Let me start by making it extremely clear that I reject Expedia’s explanation to my concern and complaint, and that it is even more apparent after their response that they did not take any time to investigate the claims I expressed in my complaint, and only provided their “general policies.” I will explain my response one step at a time First, Expedia’s claim that the “+VIP” symbol on their hotel listings are merely a sign that it is a highly rated hotel is either completely false, or extremely misleading There are many hotels (I shopped around on Expedia for several weeks before finally booking this hotel) that display the VIP symbol at certain times of days, weeks, etc., but not at other times It is suspect to think that the rating of a particular hotel changes so drastically from hour to hour, or day to day, that the VIP symbol would appear and/or disappear on daily, if not hourly basis on the same hotelThis was also confirmed by one of the agents I spoke with, who attempted to go through the process of booking this exact hotel while on the phone with me, and kept repeating that there is no +VIP symbol on the listing while she was going through the steps to test the booking Not to mention, that I’ve checked back with Expedia on this particular hotel at least times after that, and sometimes it contained the +VIP symbol (for a higher price), and other times it did not (at a lower price) It most certainly contained that symbol when I booked it Second, Expedia’s statement that they do not offer VIP status option is completely and utterly FALSE This was confirmed by the first Expedia agent I spoke with prior to booking The following agents CONFIRMED that I DID, IN FACT, WAS BOOKED UNDER VIP STATUS Even if we take Expedia’s word that the agents (at least 3) gave me wrong information, the hotel itself confirmed on several occasions, PRIOR TO AND DURING our stay at the hotel, that they do receive bookings from Expedia that indicate VIP status, but my booking DID NOT Next, contrary to Expedia’s statement in their response (“our agents did advise Ms [redacted] (couldn’t even spell my name correctly) that we cannot book her as a VIP guest”), NONE of the agents I spoke with (there were at least 5, totaling over HOURS, if you refer to my original complaint, which Expedia would have confirmed if they did due diligence in investigating my claims) have EVER mentioned that they are unable to book as VIP In fact, the first agents CONFIRMED that I was booked as a VIP, and they “show me as VIP status in their system” In my original complaint, I detailed the dates and times I spoke with Expedia agentsThese conversations are recorded for at least “quality control purposes.” It is blatantly obvious that Expedia made no effort to obtain and listen to those conversations, because their response would have been completely different and would have addressed those conversations It is not the case that the “explanations were not clear,” the fact is the explanations were just clearly WRONG And if Expedia would bother obtaining at least some of the conversations I had with Expedia agents, they would clearly see that I was provided COMPLETELY WRONG INFORMATION, from my first call BEFORE EVEN BOOKING this trip I STRESS THAT, WAS I NOT GIVEN WRONG INFORMATION FROM THE BEGINNING, ESPECIALLY BEFORE BOOKING, I WOULD NOT HAVE BOOKED THIS TRIP As for the offer of $towards future travel, is a completely pointless gesture, because I will never, EVER, EVER book anything with Expedia EVER again I hope the emphasis on NEVER, EVER gets my point across And probably no one that I ever come in contact with now or in the futureNot like there isn’t enough competition to put up with this kind of crappy service Lastly, in addition to providing information PRIOR to my booking, resulting in pretense for my decision to book this trip, Expedia’s customer service was extremely, utterly and unacceptably appalling Again, if Expedia bothered to pull the phone conversations and records I mentioned in the original complaint, they would see that I absolutely literally, with not a speck of exaggeration, spent hours, upon hours, upon hours on the phone being “on hold” or “while they investigated.” One of the phone calls lasted over hours, consisting at least one hold of over TWO HOURS, and another at least an hour, most likely more Prior to and upon arrival to the hotel, I inquired directly from the hotel exactly what EXPEDIA VIP status would afford me The answer was, an upgraded ocean-front view room and free access to wifi (which is EXACTLY what the first Expedia agent informed me PRIOR to me booking this trip, which is what I was made belief I was getting) Upon our arrival to the hotel, the room upgrade cost almost $300, and wifi’s cost was $per day in that particular hotel, which although seems extremely excessive, is based on that hotel’s owners’ policies (which can be easily verified by calling and asking the hotel staff) I refuse to accept that different agents admittedly gave me wrong information, the first of which resulted in my decision to book this trip, WHICH I WOULD NEVER HAVE DONE OTHERWISE, and that I should not be entitled to compensation and refund of my expenses associated with this CONSISTENT WRONG INFORMATION Not to mention compensation for minimum hours of conversations, being on hold, broken promises that escalation departments and/or management would call me back to discuss NO ONE EVER DID, despite several specific statements that someone will be in touch with me to help me resolve my issue Everything I assert in my original complaint can EASILY be verified by Expedia’s proper due diligence investigation by locating the numerous phone conversations, and information (or obviously complete MISINFORMATION) given to me on at least out of different occasions, resulting in unexpected out-of-pocket expenses, and my valuable time I want Expedia to either refund my unexpected expenses associated with this booking for things I was led to believe were included (room upgrade and wifi) and compensate me for my valuable time during my multiple lengthy futile attempts on the phone with various Expedia agents, trying to resolve this issue; or Expedia to produce recordings of at least conversations I had with Expedia agents when I was provided and misleading information, and advise how they will compensate me for Expedia employing numerous agents without proper training, who provide such misinformation and statements, wasting consumers’ time and money, not to mention ruining their vacations Thank you for your time and consideration Sincerely, [redacted]
July 21, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 the customer is writing concerning flight delays on a recent tripOn July 21, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on March 3, the customer accessed Expedia.com to self-book itinerary # [redacted] for a package itinerary including round trip flights on [redacted] from Houston, Texas to Cancun, Mexico leaving on July 2, and returning on July 5, We understand from the complaint that there was a significant departure delay on the return flight and the customer is asking for compensation from Expedia Expedia regrets the inconvenience the customer experienced, however the terms and conditions, which the customer agrees to when using Expedia.com to book travel) state in part; · 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 AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority The full terms and conditions for use of Expedia.com can be found at: · http://www.expedia.com/p/info-other/legal.htm Further, the customer’s itinerary states: · Charter flight summary flights: · Please reconfirm your international flight reservation at least hours prior to departure by contacting the airline directly While Expedia is disappointed to learn about the customer’s experience with [redacted] Airlines, Expedia.com acts only as a third-party intermediary for travel providers We are unable to offer any refunds or compensation for this reservation delay 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 18, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] I am okay if the company needs more time in order to research my case more thoroughlyI hope that during their research they listen to the numerous recorded phone calls made on that dayI was unable to mention this in my original complaint due to character limit, but during my last phone call with Shawn, B [redacted] #***, he called me a racist numerous times when I suggested that there was a miscommunication due to language barriers (the customer service center is obviously outsourced.) Having my reservation request bungled, then being charged an additional $for their error, being scolded by the supervisor, then being called a racist when I didn't say anything remotely derogatory is incredibly insultingI think that not being penalized for Expedia's error is a very reasonable request considering how unprofessionally I was treated, and in addition, I think that I am entitled to an apologyI look forward to a swift resolution that will ameliorate the situation Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:the booking made made through Expedia and Expedia continues to let this place operateExpedia does NOT take responsibility for frauds committed through their website and Using the Expedia resources and name The refund to a credit card was never made and Expedia continues to pass the responsibility to a hotel even though the money was paid through the Expedia website[redacted] ***
Complaint: [redacted] I am rejecting this response because: Because my claim is not against the [redacted] hotel but against ExpediaI do not believe that the hotel bears any Expedia’s deceptive practicesWhen we arrived at the [redacted] ***, at night, after 6-hour drive from New York to Vermont, on Columbus Day weekend, the front desk had no record of our reservationThe receptionist searched their data base for my bookingMy name was not in their data baseI was present, standing right behind her, and could see the computer screenI did not see name reservation eitherThere was no reservation made for meExpedia assured me, via email on 10/1/15, right after I made a payment of $to Expedia, “Your reservation has been confirmedNo need to reconfirm.” I entirely relied on Expedia’s (mis) representation I do not believe that the hotel had a problem with their boiler, furnace or anything as Expedia now claimsIt was full-house and there were at least two other families in the same situation as us who had booked their rooms through Expedia and Expedia (after collecting payment) made no reservation on our and their behalfThe front desk advised us something to the effect “that since [redacted] and Expedia merged, it has nothing but a disaster”Apparently this type of deceptive practices is not uncommon when guests book through Expedia It was my first experience with Expedia and I was unawareAfter we found ourselves without a room, at night, far from home on a Columbus Day weekend, I attempted to contact Expedia on various occasions, via phone and their webI did so also after I got back to NYAll to no availIt was not until 10/16/when I eventually received a communication from Expedia, only to inform me that they “advocated my case” with the hotel and that the hotel refused to reimburse meWith all due respect, neither requested Expedia to be my advocate nor do I believe that the hotel bears any responsibility for Expedia failure to make a reservation on my behalfIt is Expedia who made representations to me about my reservation, not the hotelI do not accept Expedia’s offer of crediting my “Expedia account” with $for future purchases instead of crediting my credit card I paid Expedia withI do not have an account with Expedia, nor do I wish to book through Expedia again unless Expedia is accountable for the deception, money I lost and ruined vacation timeI paid $for two night ($299.13/night) in a cozy hotel in the center of Stowe and ended up staying in a disgusting, unsanitary place instead for $No other choice was availableThe room at [redacted] was dirty, had a malfunctioning toilet, with water and whatnot all over the floor, malfunctioning sink, layers and layers of old dust, gaps in the walls were such that one could not only smell and hear, but actually see the occupant next doorI did not and would have never agreed to spend $to stay in that disgusting place if it wasn’t because of Expedia’s failure to make a reservation on my behalf I believe I am entitled to be reimbursed by Expedia Sincerely, [redacted]
May 4, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely,
Complaint Department Re: Vacations by Marriott Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered The breakdown for the package reservation is: Flight: $1,035.40usd (with taxes and fees included) Hotel: $1,61366usd (with taxes and fees included) Package Protection Plan: $184.00usd We cannot provide a specific per night rate due to the customer self-booked a package reservation and rates may vary depending on the day of the week During the booking and checkout path on our website, it did disclose the base fare along with the taxes and fees for each reservation We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
February 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case ID [redacted] ) regarding a Best Price Guarantee submissionOn January 28, 2017, Expedia processed a refund in the amount of $back to the customer’s 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 completedOn February 2, 2017, Expedia refunded an additional amount of $back to the customer’s original form of paymentWe apologize for any inconvenience that may have occurred due to the delayWe 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
August 26, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding an airline ticket refund requestOur records show on August 27, 2015, Ms [redacted] self-booked an Expedia.com airline reservation via booking number [redacted] , with a trip start date of October 23rd, We understand from Ms [redacted] ’s case, due to hurricane Patricia, flights were cancelled and they were advised they would keep flight credit without being charged feesWhen Ms [redacted] attempted to use flight credit they were advised they would have to pay a change fee in order to use the flight creditMs [redacted] was previously refunded only for the hotel portionMs [redacted] is requesting a refund for the amount paid for the airline ticketsWe have proceeded to process a full refund of $This has been refunded to the original form of payment used for the bookingIn the future we do advise that the customer contact customer support following any cancelled flight due to weather to make sure the details of the cancellation are notated on the reservationExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved to Mr [redacted] ’s desired outcome, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
September 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel refund We understand Ms [redacted] is seeking a refund for a service for an recent hotel reservation booked through Expedia We research this matter further and our records indicate a reservation for the Harbor Inn was booked online by Ms [redacted] or an authorized user of her Expedia account, without any assistance from an Expedia representative on May 28, During the booking the customer indicated they viewed “guaranteed for late check” however also indicated in the hotel polices and fee stated the following: “The front desk is open daily from AM - PM If you are planning to arrive after PM please contact the property in advance using the information on the booking confirmation.” Expedia makes every effort to insure our customers have a complete understanding of the hotel rules and restrictions prior to completing their reservation at our siteIt is important our customer review all hyperlinks provided at our site as important information is often contained in these areasWe contacted the hotel regarding the customer request for a full refund and we were notified by hotel management they left a key, and note for the customer, and left a voicemail advising the customer a key was waiting for themSo they were not willing to offer a refund as they had marked the customer as a no-showPer the hotel’s policy: Cancellations or changes made after 7:PM local hotel time, Sunday, June 25, or no-shows are subject to a hotel fee equal to 100% of the total amount paid for the reservationHowever taking into account the customers situation Expedia did provide a partial refund in the amount of $(percent) as a gesture of goodwill on August 26th, While we understand the customers concerns we are unable to provide any additional refunds or compensation in this matterExpedia does not compensate for time spent on the phone with our service agents nor can we honor the customer’s request for $credit We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Kiki R [redacted] Tier Customer Service
May 06, 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 car reservation refund request Our records show on March 30th, 2016, Mr [redacted] self-booked an Expedia.com car reservation via booking number [redacted] , with a vehicle pick up date of March 31st, in the amount of $We understand from Mr [redacted] ’s complaint, he was provided with a different car type than the one he chose and was charged a higher amount by the rental car companyMr [redacted] was charged an additional $for the rentalThe customer contacted Expedia on April 16th, and was refunded $back to his original form of paymentThe customer was still owed $ Upon researching the customer’s complaint, we can confirm as of April 26, 2016, the agent who was handling the customers case refunded the remaining $to the original form of payment Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a full refund has been given to the customer and the issue has been resolved to Mr [redacted] ’s desired outcome, Expedia considers this matter closed 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, Daniel A [redacted] Tier Customer Service
December 1, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr***We regret to hear that he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com Case number [redacted] ) regarding a hotel collect reservationAs stated on the customer’s Revdex.com rebuttal, regarding the use of his travel coupon, it states: • Once you complete your booking, your coupon will show on the Coupons page under Redeemed and expired coupons• Coupons cannot be redeemed for Pay Later hotel bookings• Review the coupon's complete rules and restrictions to see if the coupon is valid for your travel selectionDuring the booking process, the customer had the option as stated below, which he chose: • Free Cancellation until Wed, Dec Reserve now, pay later No Expedia booking or credit card fees The following similar screen was shown: (see attached) The customer chose the Pay Later option Again, Expedia apologizes for any inconvenience that may have occurredWe thank you for allowing us the opportunity to address the issues brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Revdex.com:I value the Revdex.com and thank you for your assistance Since we were unable to resolve this matter prior to the flight (June 24th) we had no option but to use the airline ticket This is was not the first choice but one necessitated by the cost ($1100) and lack of cooperation and assistance from EXPEDIA.COMAfter making several phones calls to Expedia, we became away that reps were not making notes on our files This is grievously sad and frightfully unhelpful After this experience I seriously doubt that we will ever use Expedia.com again As long as things go as planned it's fine but they are ill equipped to handle anything but an A to Z transaction.Thank you again Revdex.com - your efforts and results are greatly appreciated[redacted] ***
Complaint: [redacted] I am rejecting this response because: Expedia is just passing responsibilityThe airline Xiamen Air/Korean Air themselves asked how I was able to book this ticket through you, my travel agent when their airport does not allow flights to book unless there is a set time (which I don't know, that's Expedia's job to book connecting flights as a package deal, or why would I use your service for convenience in booking international flights?) and that I should not have been able to purchase this flight in the first place I wonder if all these people had experienced what I experienced as your customer reps had me wait on a phone while I was getting screamed at by the Chinese police and security figures if you would be satisfied with your service which should not have offered the flight in the first placeThere was never definitive confirmation I was booked out of China the following dayEverSo, if you were me, you would be satisfied with this response and those hour long phone calls? Well, there's my position Could you even imagine the PR disaster for your travel agency if I had been held and deported to America after an unset amount of time in a Chinese airport jail? It could have happened, and it definitely was not thanks to your company that I was able to fly out Thanks for your friendly words, I know handling these inquiries must be awfulA+ for writing, F- for resolving customer complaint; and no, I won't be using Expedia again Don't book flights as a package deal if you can't look the details up as a travel agency pleaseI can't trust your guys' service to deliver me home Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: the response given is completely and utterly inaccurate The airline credit I am trying to use is through [redacted] Airlines, not *** I did not take any trips in May, so I literally have no idea what you guys are talking about with me "using" a [redacted] credit I will provide the information again The itinerary number of the original flight was [redacted] and it is through [redacted] Airlines The credit is for $ As I could not take the chance of waiting any longer to book the flight needed, I have taken my business elsewhere and booked my flight through a different company I am now requesting a refund in the amount of the flight from Expedia due to the extreme inconvenience this several month process has taken that is still left unresolved Sincerely, [redacted]
August 31, 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 Ms [redacted] is requesting a refundOn August 25, 2016, we received receipt of the Revdex.com complaint Our records reflect on June 5, 2016, the customer self-booked a package reservation for [redacted] ***, [redacted] ***, [redacted] ***, and [redacted] *** Travel was on [redacted] Airlines, departing August 11, 2016, from Hartford, Connecticut to Colorado Springs, Colorado; returning on August 16, 2016, from Colorado Springs, Colorado to Hartford, Connecticut The package includes a hotel stay at the Super –Colorado Springs Airport, chedate August 11, 2016, check-out date August 16, Itinerary Number: [redacted] The customer is stating, once they arrived at the hotel, the customer did not have a room The customer is also stating, they had to book at a different hotel at a higher amount Upon further researching this matter, we can confirm on August 10, 2016, the customer contacted Expedia needing to extend the hotel check-out date, due to an airline schedule change Expedia contacted the hotel and was advised, they would not authorize any changes to the original reservation Expedia rebooked the customer at the Super –Colorado Springs Airport, chedate August 16, 2016, check-out date August 17, Itinerary Number: [redacted] Expedia applied a $coupon towards the new reservation and the customer was only charged for the taxes and fees in the amount of $ Expedia advised the customer, we would refund the fees back to them The customer understood and agreed In reviewing the customer’s account, on August 10, 2016, the customer exchanged the airline tickets The new dates reflect: departing August 11, 2016, from Hartford, Connecticut to Colorado Springs, Colorado; returning on August 17, 2016, from Colorado Springs, Colorado to Hartford, Connecticut On August 10, 2016, Expedia processed the refund in the amount of $for the new hotel reservation On August 11, 2016, Expedia processed the refund in the amount of $for the original hotel reservation On August 30, 2016, Expedia contacted the hotel on the customer’s behalf, they advised the customer was marked as a no show for the original reservation on August 11, The hotel did not charge for the reservation for itinerary number [redacted] We hope the customer understands since they were already refunded for the original hotel reservation Expedia cannot honor the request for the refund for the difference for the new hotel booking Expedia considers this matter as closed and will no longer address this matter any further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
June 23, 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 strive to provide the highest level of customer service, and we’re sorry that Mr [redacted] recent experience did not live up to that expectationWe regret to hear of the long hold time he experienced when contacting Expedia’s Customer Service departmentOur representatives assist with calls in the order they are received and they do their best to minimize hold time, however we have no control of the call volume at any given time The reason we did not provide a phone number for Expedia’s Customer Service Team in the previous response is because the issue was already being addressed by usIf the customer needs to contact Expedia’s Customer Service directly, he can do so at [redacted] Our agents are available hours a day, seven days a week As noted in our previous response, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines It does not own, operate or otherwise run any hotels We hope you understand we must adhere to the policies dictated by the hotels Upon receipt of this Revdex.com submission Expedia forwarded Mr [redacted] complaint to the hotel, requesting compensation on his behalfThe [redacted] management responded stating they will not offer monetary compensation; however, as a gesture of goodwill, they would like to offer a one-night complimentary stay, good for one year (see the attached voucher provided by the [redacted] ***) While we regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, Expedia is unable to provide a refund or compensation regarding 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 %
May 22, 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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a vacation packageWe understand she is requesting a refund for a car rental reservation due to an Airline cancellationOur records indicate, on April 05, 2015, Mrs [redacted] called our customer service representative and booked a package reservation for one passenger, departing from Tucson, Arizona, on May 2015, and returning from San Diego, California, on May 2015, with a hotel stay at the [redacted] San Diego, fir a total of $958.04, via itinerary [redacted] On May 09, 2015, Mrs [redacted] called our customer support representative to advise the airline cancelled the first segment of her reservation and she had to rent a car for $150.00, to be able to use the second segmentOur representative advised that the airline did not communicate any schedule changes therefore we are unable to process a refundUpon further research, we called [redacted] on customer’s behalf to investigate the issue and request a refund; [redacted] representative confirmed that the first segment has been cancelled and customer has been notified as she checkonlineThe airline confirmed that customer has been offered alternate flights however Mrs [redacted] did not accept the options offered, they further confirmed that customer has been in contact with a [redacted] agent at 10:am the same dayWhen making a purchase on Expedia.com, or any travel website, the user agrees to the specific rules and restrictions supplied to the purchaser at the time of the reservationAs a travel agency, Expedia is subject to the rules and restrictions of the vendors whose services we sellMrs [redacted] agreed to the terms and conditions and all the details of the package which includes that it is customers responsibility to confirm the fight details hours before departure and Flight details (e.g., aircraft, times), are subject to changeAs Mrs [redacted] did not accept the alternate flights offered by [redacted] and there is no error on Expedia, we are unable to process a refund for the car rental reservationOur goal is to provide not only excellent customer service, but an excellent customer experienceAs a one-time courtesy, we added a $coupon on customers accountOnce signed in on Expedia.com, Mrs [redacted] can access the coupon terms and conditions under the “My Account” tab, then the “View My Coupons” linkWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service