July 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the Revdex.com consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding the flight insurance waiver We understand the customer is stating a refund has not been received for the travel insurance On July 14, 2015, we were able to speak with [redacted] to acknowledge receipt of his complaint and did confirm the refund in the amount of $has been receivedExpedia 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 We were happy to assist [redacted] in voiding the flights within hours of the original booking date which qualifies him for a full refund of the cost for the flights as well as the insurance We apologize for any difficulty the customer may have experienced while contacting us to resolve his concernsWe thank you for allowing us 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,Millicent F*Tier Customer Service
September 24, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is requesting a refund of a car reservation On September 24, we contacted the customer to acknowledge receipt of their Revdex.com Our records indicate on March 24, the customer accessed Expedia.com and self-booked itinerary # [redacted] for a package including flights, hotel, and a car reservation through [redacted] for pick up on April 14, and return on April 20, at the San Antonio, Texas Airport The customer reports [redacted] s did not honor her paid reservation and she was charged an additional $ She is requesting a refund of the additional funds she paid On September 24, Expedia contacted [redacted] s and spoke with [redacted] in customer relations [redacted] opened case # [redacted] and has forwarded that to [redacted] complaint investigation department She said any refund due the customer will be refunded directly by [redacted] to Ms*** The initial information provided by [redacted] was that the customer had upgraded several categories, from the Mid-sized car reserved through Expedia, to a convertible Mustang, at an increase of $ The remainder of the extra charges were for customer approved insurances and other extra options Expedia does not provide refunds for customer driven upgrades or insurance and special options chosen at the rental counter However, [redacted] s will investigate whether the upgrade was due to lack of available pre-paid category car or whether the upgrade was customer choice They will also review the insurance and extra options to ensure those were chosen and signed for by the customer If they find any discrepancies, they will provide a refund to the customer [redacted] has all customer contact information and resolution takes 7-days If Ms [redacted] would like to contact [redacted] s for updates on her case, she may call [redacted] access online http://www[redacted] .com She should be prepared to provide her [redacted] case # [redacted] As Expedia has processed payment to the vendor, [redacted] s, for the Mid-sized rental rate, and the additional fees the customer paid were in addition to the mid-size rate, Expedia will not be processing a refund 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
Revdex.com April 21, 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.com 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.com is 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 hotel reservation We understand Mr [redacted] is requesting a refund of $600.00, as the customer claims he booked a hotel reservation with [redacted] Aruba - Beach Resort and Casino via Expedia.com, he was charged an additional fee for his years old daughter stay; however, per hotel terms and conditions children stay free On March 28, 2016, we received the receipt of the Revdex.com complaint We can confirm on March 12, 2016, the customer self-booked a package reservation via Expedia.com for two adults and one child (years old), itinerary [redacted] and [redacted] with [redacted] Airlines and [redacted] Aruba - Beach Resort and CasinoDeparture was on March 18, 2016, from Newark to Aruba Return was on March 23, 2016, from Aruba to NewarkHotel chewas also on March 18, 2016, and check-out on March 23, 2016, (Package Hotel $1,597.65USD + Flight $1,191.98USD – Total Amount $2,789.63USD) Our records indicate, per the booking terms and conditions the customer accepted at the time of the purchase, the base rate of the hotel reservation was for two guests As the property considers guests of any age to be an adult, the third guest was charged a total of $532.55USD In reviewing the customer’s account, we have confirmed there was a content error in the confirmation e-mail Expedia.com sent to Mr [redacted] The e-mail states children and under stay free at this propertyTherefore, Expedia.com will honor Mr [redacted] refund request, and will refund the customer a total of $532.55USD regarding the child hotel portion Expedia is committed to providing an excellent standard of service to our customers However, there are times when we are unable to reach all of their expectations We apologize the service Mr [redacted] received did not reflect thisThe feedback that Mr [redacted] has provided to us will be helpful in looking at our customer service and gauging our customers' satisfaction and perceptionsFor your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers 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, Misleide B [redacted] Tier Customer Service
December 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, 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 December 20, 2015, Ms [redacted] booked an Expedia Vacation Package which included Spirit Airline flights, a hotel and car rental We understand rom Ms [redacted] ’s complaint that she attempted to apply a $travel coupon towards the cost of her package but, was unsuccessfulShe stated that she contacted Expedia for assistance, but we were unhelpful is resolving he matterPer Ms [redacted] we advised her to utilize the $coupon that she had and we would apply the correct coupon after bookingPer Ms [redacted] , this did not happen so she requested to cancelShe stated that Expedia representatives refused to cancel the package upon her requestShe was however; able to get Spirit Airlines to cancel the flights and Expedia to cancel the remaining portion of the package We would like to apologize for any inconvenience and or misunderstanding regarding this issuePlease be advised that Spirit Airline’s policy regarding cancellations is on Spirit can process, so Expedia has to refer customer to Spirit in order to cancel flights We value Ms [redacted] as a customer and regret the experience she reportsWe have already undertaken an exception to resolve her complaint On December 31, 2015, we re-issued the $Expedia Travel Coupon to her accountThe coupon is valid through December 31, We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I made multiple attempts to obtain assistance from Expedia and on each occasion was informed there was no issue and I had a confirmed reservation which was obviously incorrect since the resort wasn't open for the dates Expedia had bookedThey falsely advertised a resort and then failed to communicate with me or assist in any way Customers who booked with other agencies were immediately notified and changed to a different resort, then given compensationIt is a shame Expedia believes they are of such a low standard that they don't need to do anything in this matter I want this to be public record of how poorly they treat customers so others may know what I do now - and without the loss of money, time and headache I had pre-booked transport and an excursion, both of which were non refundable so I lost money, although they did work with me to credit some of the loss Sincerely, [redacted]
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered On June 27, 2017, the customer did received and viewed the email confirmations for the itinerary numbers [redacted] and [redacted] The confirmations did advise that both reservations were confirmed and booked and provided the customer with the vendor’s confirmation numbers for each rental In regarding the itinerary number [redacted] , on July 22, 2017, the customer self-booked a car rental reservation for Nick Thomas with EZ in Carolina, Puerto Rico with a pidate of July 22, 2017, and a drop-off date of July 24, Expedia contacted the vendor on the customer’s behalf; who advised that the customer did use the reservation for the dates and that the customer added the EZ toll-pass and the vendor’s rental insuranceThe vendor would not authorize the refund as the customer requested and agreed to the charges Per the customer’s complaint letter they rebooked only one car rental for the dates and Expedia has already processed the refundBased on the above, Expedia will not process any further refunds or compensation Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
July 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on April 18, 2015, the customer booked a hotel reservationAccommodations were at the [redacted] from June 11, 2015, to June 14, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we were able to verify the customer contacted Expedia due to upon the arrival at the hotel, the hotel reservation was missingExpedia has requested a copy of the receipt however I am unable to open the attachmentAt this time we are requesting the customer please provide a copy of the credit card statement or a receipt reflecting the additional charges incurred by Mr [redacted] The customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist him furtherWe 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
May 2, 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 [redacted] We have reviewed his refund request and confirmed that on April 14, 2016, a refund was issued for the requested amount of $to the original form of paymentWe regret any convenience that Mr [redacted] may have encountered related to this issue We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
August 30, 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 Ms [redacted] We regret to hear that she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationWhen a reservation is self-booked using the self-service tool online, the customer is acting as their own agentAs stated previously, Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceIn addition, the customer agreed to the terms and conditions at the time of booking: 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 authorityThe Expedia website does not nor could not state each hotel’s percentage of ocean swimming areasAs the customer was correctly advised of the hotel and airline policies which they had agreed to at the time of booking, Expedia is unable to 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] Tier Customer Service
October 30, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ID : [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 Best Price Guarantee issue Our records reflect on August 2, Ms [redacted] accessed Expedia.com and self-booked itinerary # [redacted] for a stay at Planet Hollywood Resort and Casino, Las Vegas, NV to check in October 19, and checking out October 22, The customer attempted to file a “Best Price Guarantee” request for a refund and our system would not allow her to submit a request A review of her booking shows that she failed to meet one of the initial requirements of the program Any itinerary that can be considered for comparison through the BPG program must be booked from within the customer’s permanent Expedia account The terms and conditions of the program state that bookings made in a “guest account” are not eligible Ms [redacted] created this itinerary in a guest account She did not log into her Expedia account before creating the booking Once an itinerary is created in a guest account, it cannot be moved into a customer’s permanent account as our system does not allow an itinerary to be reassigned For this reason, when Ms [redacted] attempted to fill out the online request form for BPG, the first screen asks for her itinerary number and when entered, the system would not allow her to move forward as the itinerary is a “guest account” booking, making it ineligible for consideration Although the itinerary does not meet the stated criteria for a Best Price Guarantee, as a courtesy, we have provided her 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 her account We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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.Expedia is responding to the consumer complaint from [redacted] R [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, 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,Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have contacted LAN Airlines directly LAN gave me a credit for the flight I was not able to take on June 24thThis credit is in the form of a voucher that allows me to purchase another flight before April After complaining for a while, LAN also agreed to eliminate the $dollars charge for changing the ticketIt is my understanding that in order to use this credit for another flight, I must buy the ticket directly with LAN Airlines At this point, there is not need for me to contact Expedia to use this creditI was not planning on using Expedia anyway for future business since I do not agree with the way this company handled my complainI do not longer trust them I want to thank the Revdex.com for helping me and help my voice be heardI was desperate and because of your intervention I did not loose my money Thank you again.Sincerely, [redacted] ***
May 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on April 16, 2015, the customer booked a flight reservation for two travelers with the assistance of an Expedia representative; itinerary [redacted] Travel was with [redacted] from Chongqing, China to Newark, New Jersey, departing on April 27, 2015, and returning on July 20, On April 20, 2015, the customer contacted Expedia and cancelled the reservationMs [redacted] states the booking agent did not advise her that the names on the reservation need to be as displayed on the travelers’ passports and is requesting a full refund as the tickets cannot be utilized We have verified Ms [redacted] contacted Expedia multiple times regarding this issue; her calls were escalated to Expedia’s Corporate Customer Service teamOur representatives researched the issue and verified that at the time of booking the assisting agent requested the names of the travelers as they appear on their passportsIn addition, he spelled the provided names for Ms [redacted] prior to completing the booking and she agreed they were correct 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)We hope you understand we must adhere to the policies dictated by the airlines While we regret any inconvenience this matter has caused, we do not see an error on Expedia’s behalfAs a result, we are 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 %
Complaint: [redacted] I am rejecting this response because: I agreed to the $credit because that's all that was offeredIt does not make up for the fact a manager didn't call me back for days after she said she'd call me back in minutesThis had, forced me to call back to talk to someoneThat manager also didn't notate the account with the credit, so someone has to pull the phone call and listen to the conversation to make sure the credit was offeredI spent over hours with Expedia getting nowhereA $credit is not a large enough credit because I paid more than $for a flightExpedia needs to do better this is unacceptableWorst customer service I've experiencedSincerely, [redacted] ***
July 7, 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, 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 June 16, 2015, Mr [redacted] booked a two-night stay at the [redacted] from June 17, 2015, though June 19, According to Mr [redacted] , the place that he booked did not existHe says the property manager provided an alternative location that was nothing like the one he had bookedAs a result, he did not utilize the reservation and booked his stay at the [redacted] ***Mr [redacted] also expressed dissatisfaction with Expedia for the level or customer service that he receivedMr [redacted] is requesting a refund for both bookings We regret to hear that Mr [redacted] ’s vacation experience was not to his satisfactionAs you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotelsHowever, if an Expedia member has an unsatisfactory experience with travel booked through Expedia, we want to take appropriate action to ensure another member doesn’t have a similar experienceWe apologize for any lack of service that Mr [redacted] experienced when he counted our office for assistance Upon review, we have confirmed that on June 25, 2015, Expedia issued a full refund of $to Mr [redacted] ’s original form of payment for his booking at the [redacted] ***Regrettably, our attempts to obtain a refund for Mr [redacted] from the [redacted] were unsuccessful We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Dear Revdex.com,Thank you for respondingI see that Expedia.com is not wanting to have a refund to meBut this very irresponsible because the past three months I've been talking to them for the refund problemSure that the hotel wouldn't want to have a refund to me because they weren't contacting with the hotel since the beginning of the complaintAnd now we can see that there are any other ways to contact the hotelThat is a lie to us, customers that they can't reach the hotelThey are not supposed to lie to me and to trying to fix it since the beginning.thank you for taking your time with me.Than you! Sincerely, [redacted] ***
April 22, 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 The information provided in the complaint we received was not linked to an account or an itineraryAt this time we are requesting Mr [redacted] please provide an itinerary number and the email address associated to the customer’s accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
August 17, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refund On August 9, 2016, we received receipt of the Revdex.com complaint Our records reflect on January 13, 2016, the customer self-booked a multi flight reservationTravel is on Alaska Airlines/China Southern Airlines, departing October 25, 2016, from Portland, Oregon to Guangzhou, ChinaThen departing October 27, 2016, from Guangzhou, China to Siem Reap, CambodiaThen departing October 30, 2016, from Siem Reap, Cambodia to Kathmandu, Nepal; returning on November 16, 2016, from Kathmandu, Nepal to Portland, OregonThe reservation also includes the Expedia Stress Free Flight ProtectionThe customer is stating was only aware of one airline schedule changeThe customer is stating they have not received the email confirmation for the flight reservation From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers China Southern Airlines is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on April 25, 2016, the airline sent a notification of an airline schedule changeThe customer was sent an automated emailExpedia can confirm there were three more notifications of an airline schedule changeOne on July 13, 2016, July 19, and July 22, The customer was sent an automated email for each airline schedule change On July 22, 2016, the customer contacted Expedia regarding the airline schedule changeExpedia proved the flight option from China Southern Airlines, the customer agreed On August 3, 2016, the customer contacted Expedia regarding they have not received the email confirmation for the exchanged flightExpedia advised the customer the airline did not confirm the exchanged flightExpedia provide the customer with the flight option from China Southern Airlines, the customer agreed In reviewing the customer’s account the flight is active for travel on October 25, with China Southern AirlinesBased on the airline policy with China Southern AirlinesThe ticket is nonrefundable Expedia has reviewed the call recordings for July 22, and August 3, 2016, our agents did recap the flight details to the customer The customer did agree, each time the flight details were correctIf the customer needs to make a change to the flight they will be responsible for the change fee of $125.00; plus any fare difference Expedia cannot provide an updated itinerary at this time; however the customer can view the flight information on the airline websiteThe customer can also contact China Southern Airlines and they will be able to send an updated itinerary to the customer We hope the customer understands Expedia has no control over when or how often an airline initiated schedule change occursSince the ticket is nonrefundable and China Southern Airlines is the merchant of record Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
April 5, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE [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 Mr [redacted] (Revdex.com ID number [redacted] ) regarding a reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist furtherWe 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
February 27, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on February 22, 2017, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations are at the Flemings Hotel Zurich from April 20, 2017, to May 5, We understand from the complaint, the customer is requesting a cancellation with 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 refundedPlease note that Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, and we do not set any policiesWe hope the customer understands that we must adhere to the policies dictated by the hotelIn addition, we firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase pathWe provide our users ample time to review the full details of the itinerary before completing the purchaseExpedia was able to capture the customer’s individual step by step booking process and the customer was given an option during the booking process for a room that was non-refundable or a more expensive room that was a hotel collect reservation with an option for cancellation prior to a specific dateThe customer chose the non-refundable roomOn February 22, 2017, the customer contacted Expedia requesting a cancellation with refundThe Expedia representative contacted the hotel directly on behalf of the customer and Expedia was advised that they denied to refund based on the hotel’s term and agreementsAs Expedia must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requestedWe thank you for allowing us the opportunity to address the issues, 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
July 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the Revdex.com consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding the flight insurance waiver We understand the customer is stating a refund has not been received for the travel insurance On July 14, 2015, we were able to speak with [redacted] to acknowledge receipt of his complaint and did confirm the refund in the amount of $has been receivedExpedia 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 We were happy to assist [redacted] in voiding the flights within hours of the original booking date which qualifies him for a full refund of the cost for the flights as well as the insurance We apologize for any difficulty the customer may have experienced while contacting us to resolve his concernsWe thank you for allowing us 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,Millicent F
*Tier Customer Service
September 24, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is requesting a refund of a car reservation On September 24, we contacted the customer to acknowledge receipt of their Revdex.com Our records indicate on March 24, the customer accessed Expedia.com and self-booked itinerary # [redacted] for a package including flights, hotel, and a car reservation through [redacted] for pick up on April 14, and return on April 20, at the San Antonio, Texas Airport The customer reports [redacted] s did not honor her paid reservation and she was charged an additional $ She is requesting a refund of the additional funds she paid On September 24, Expedia contacted [redacted] s and spoke with [redacted] in customer relations [redacted] opened case # [redacted] and has forwarded that to [redacted] complaint investigation department She said any refund due the customer will be refunded directly by [redacted] to Ms*** The initial information provided by [redacted] was that the customer had upgraded several categories, from the Mid-sized car reserved through Expedia, to a convertible Mustang, at an increase of $ The remainder of the extra charges were for customer approved insurances and other extra options Expedia does not provide refunds for customer driven upgrades or insurance and special options chosen at the rental counter However, [redacted] s will investigate whether the upgrade was due to lack of available pre-paid category car or whether the upgrade was customer choice They will also review the insurance and extra options to ensure those were chosen and signed for by the customer If they find any discrepancies, they will provide a refund to the customer [redacted] has all customer contact information and resolution takes 7-days If Ms [redacted] would like to contact [redacted] s for updates on her case, she may call [redacted] access online http://www[redacted] .com She should be prepared to provide her [redacted] case # [redacted] As Expedia has processed payment to the vendor, [redacted] s, for the Mid-sized rental rate, and the additional fees the customer paid were in addition to the mid-size rate, Expedia will not be processing a refund 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
Revdex.com April 21, 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.com 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.com is 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 hotel reservation We understand Mr [redacted] is requesting a refund of $600.00, as the customer claims he booked a hotel reservation with [redacted] Aruba - Beach Resort and Casino via Expedia.com, he was charged an additional fee for his years old daughter stay; however, per hotel terms and conditions children stay free On March 28, 2016, we received the receipt of the Revdex.com complaint We can confirm on March 12, 2016, the customer self-booked a package reservation via Expedia.com for two adults and one child (years old), itinerary [redacted] and [redacted] with [redacted] Airlines and [redacted] Aruba - Beach Resort and CasinoDeparture was on March 18, 2016, from Newark to Aruba Return was on March 23, 2016, from Aruba to NewarkHotel chewas also on March 18, 2016, and check-out on March 23, 2016, (Package Hotel $1,597.65USD + Flight $1,191.98USD – Total Amount $2,789.63USD) Our records indicate, per the booking terms and conditions the customer accepted at the time of the purchase, the base rate of the hotel reservation was for two guests As the property considers guests of any age to be an adult, the third guest was charged a total of $532.55USD In reviewing the customer’s account, we have confirmed there was a content error in the confirmation e-mail Expedia.com sent to Mr [redacted] The e-mail states children and under stay free at this propertyTherefore, Expedia.com will honor Mr [redacted] refund request, and will refund the customer a total of $532.55USD regarding the child hotel portion Expedia is committed to providing an excellent standard of service to our customers However, there are times when we are unable to reach all of their expectations We apologize the service Mr [redacted] received did not reflect thisThe feedback that Mr [redacted] has provided to us will be helpful in looking at our customer service and gauging our customers' satisfaction and perceptionsFor your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers 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, Misleide B [redacted] Tier Customer Service
December 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, 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 December 20, 2015, Ms [redacted] booked an Expedia Vacation Package which included Spirit Airline flights, a hotel and car rental We understand rom Ms [redacted] ’s complaint that she attempted to apply a $travel coupon towards the cost of her package but, was unsuccessfulShe stated that she contacted Expedia for assistance, but we were unhelpful is resolving he matterPer Ms [redacted] we advised her to utilize the $coupon that she had and we would apply the correct coupon after bookingPer Ms [redacted] , this did not happen so she requested to cancelShe stated that Expedia representatives refused to cancel the package upon her requestShe was however; able to get Spirit Airlines to cancel the flights and Expedia to cancel the remaining portion of the package We would like to apologize for any inconvenience and or misunderstanding regarding this issuePlease be advised that Spirit Airline’s policy regarding cancellations is on Spirit can process, so Expedia has to refer customer to Spirit in order to cancel flights We value Ms [redacted] as a customer and regret the experience she reportsWe have already undertaken an exception to resolve her complaint On December 31, 2015, we re-issued the $Expedia Travel Coupon to her accountThe coupon is valid through December 31, We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I made multiple attempts to obtain assistance from Expedia and on each occasion was informed there was no issue and I had a confirmed reservation which was obviously incorrect since the resort wasn't open for the dates Expedia had bookedThey falsely advertised a resort and then failed to communicate with me or assist in any way Customers who booked with other agencies were immediately notified and changed to a different resort, then given compensationIt is a shame Expedia believes they are of such a low standard that they don't need to do anything in this matter I want this to be public record of how poorly they treat customers so others may know what I do now - and without the loss of money, time and headache I had pre-booked transport and an excursion, both of which were non refundable so I lost money, although they did work with me to credit some of the loss Sincerely, [redacted]
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered On June 27, 2017, the customer did received and viewed the email confirmations for the itinerary numbers [redacted] and [redacted] The confirmations did advise that both reservations were confirmed and booked and provided the customer with the vendor’s confirmation numbers for each rental In regarding the itinerary number [redacted] , on July 22, 2017, the customer self-booked a car rental reservation for Nick Thomas with EZ in Carolina, Puerto Rico with a pidate of July 22, 2017, and a drop-off date of July 24, Expedia contacted the vendor on the customer’s behalf; who advised that the customer did use the reservation for the dates and that the customer added the EZ toll-pass and the vendor’s rental insuranceThe vendor would not authorize the refund as the customer requested and agreed to the charges Per the customer’s complaint letter they rebooked only one car rental for the dates and Expedia has already processed the refundBased on the above, Expedia will not process any further refunds or compensation Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
July 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on April 18, 2015, the customer booked a hotel reservationAccommodations were at the [redacted] from June 11, 2015, to June 14, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we were able to verify the customer contacted Expedia due to upon the arrival at the hotel, the hotel reservation was missingExpedia has requested a copy of the receipt however I am unable to open the attachmentAt this time we are requesting the customer please provide a copy of the credit card statement or a receipt reflecting the additional charges incurred by Mr [redacted] The customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist him furtherWe 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
May 2, 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 [redacted] We have reviewed his refund request and confirmed that on April 14, 2016, a refund was issued for the requested amount of $to the original form of paymentWe regret any convenience that Mr [redacted] may have encountered related to this issue We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
August 30, 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 Ms [redacted] We regret to hear that she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationWhen a reservation is self-booked using the self-service tool online, the customer is acting as their own agentAs stated previously, Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceIn addition, the customer agreed to the terms and conditions at the time of booking: 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 authorityThe Expedia website does not nor could not state each hotel’s percentage of ocean swimming areasAs the customer was correctly advised of the hotel and airline policies which they had agreed to at the time of booking, Expedia is unable to 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] Tier Customer Service
October 30, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ID : [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 Best Price Guarantee issue Our records reflect on August 2, Ms [redacted] accessed Expedia.com and self-booked itinerary # [redacted] for a stay at Planet Hollywood Resort and Casino, Las Vegas, NV to check in October 19, and checking out October 22, The customer attempted to file a “Best Price Guarantee” request for a refund and our system would not allow her to submit a request A review of her booking shows that she failed to meet one of the initial requirements of the program Any itinerary that can be considered for comparison through the BPG program must be booked from within the customer’s permanent Expedia account The terms and conditions of the program state that bookings made in a “guest account” are not eligible Ms [redacted] created this itinerary in a guest account She did not log into her Expedia account before creating the booking Once an itinerary is created in a guest account, it cannot be moved into a customer’s permanent account as our system does not allow an itinerary to be reassigned For this reason, when Ms [redacted] attempted to fill out the online request form for BPG, the first screen asks for her itinerary number and when entered, the system would not allow her to move forward as the itinerary is a “guest account” booking, making it ineligible for consideration Although the itinerary does not meet the stated criteria for a Best Price Guarantee, as a courtesy, we have provided her 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 her account We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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.Expedia is responding to the consumer complaint from [redacted] R [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, 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,Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have contacted LAN Airlines directly LAN gave me a credit for the flight I was not able to take on June 24thThis credit is in the form of a voucher that allows me to purchase another flight before April After complaining for a while, LAN also agreed to eliminate the $dollars charge for changing the ticketIt is my understanding that in order to use this credit for another flight, I must buy the ticket directly with LAN Airlines At this point, there is not need for me to contact Expedia to use this creditI was not planning on using Expedia anyway for future business since I do not agree with the way this company handled my complainI do not longer trust them I want to thank the Revdex.com for helping me and help my voice be heardI was desperate and because of your intervention I did not loose my money Thank you again.Sincerely, [redacted] ***
May 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on April 16, 2015, the customer booked a flight reservation for two travelers with the assistance of an Expedia representative; itinerary [redacted] Travel was with [redacted] from Chongqing, China to Newark, New Jersey, departing on April 27, 2015, and returning on July 20, On April 20, 2015, the customer contacted Expedia and cancelled the reservationMs [redacted] states the booking agent did not advise her that the names on the reservation need to be as displayed on the travelers’ passports and is requesting a full refund as the tickets cannot be utilized We have verified Ms [redacted] contacted Expedia multiple times regarding this issue; her calls were escalated to Expedia’s Corporate Customer Service teamOur representatives researched the issue and verified that at the time of booking the assisting agent requested the names of the travelers as they appear on their passportsIn addition, he spelled the provided names for Ms [redacted] prior to completing the booking and she agreed they were correct 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)We hope you understand we must adhere to the policies dictated by the airlines While we regret any inconvenience this matter has caused, we do not see an error on Expedia’s behalfAs a result, we are 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 %
Complaint: [redacted] I am rejecting this response because: I agreed to the $credit because that's all that was offeredIt does not make up for the fact a manager didn't call me back for days after she said she'd call me back in minutesThis had, forced me to call back to talk to someoneThat manager also didn't notate the account with the credit, so someone has to pull the phone call and listen to the conversation to make sure the credit was offeredI spent over hours with Expedia getting nowhereA $credit is not a large enough credit because I paid more than $for a flightExpedia needs to do better this is unacceptableWorst customer service I've experiencedSincerely, [redacted] ***
July 7, 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, 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 June 16, 2015, Mr [redacted] booked a two-night stay at the [redacted] from June 17, 2015, though June 19, According to Mr [redacted] , the place that he booked did not existHe says the property manager provided an alternative location that was nothing like the one he had bookedAs a result, he did not utilize the reservation and booked his stay at the [redacted] ***Mr [redacted] also expressed dissatisfaction with Expedia for the level or customer service that he receivedMr [redacted] is requesting a refund for both bookings We regret to hear that Mr [redacted] ’s vacation experience was not to his satisfactionAs you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotelsHowever, if an Expedia member has an unsatisfactory experience with travel booked through Expedia, we want to take appropriate action to ensure another member doesn’t have a similar experienceWe apologize for any lack of service that Mr [redacted] experienced when he counted our office for assistance Upon review, we have confirmed that on June 25, 2015, Expedia issued a full refund of $to Mr [redacted] ’s original form of payment for his booking at the [redacted] ***Regrettably, our attempts to obtain a refund for Mr [redacted] from the [redacted] were unsuccessful We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Dear Revdex.com,Thank you for respondingI see that Expedia.com is not wanting to have a refund to meBut this very irresponsible because the past three months I've been talking to them for the refund problemSure that the hotel wouldn't want to have a refund to me because they weren't contacting with the hotel since the beginning of the complaintAnd now we can see that there are any other ways to contact the hotelThat is a lie to us, customers that they can't reach the hotelThey are not supposed to lie to me and to trying to fix it since the beginning.thank you for taking your time with me.Than you! Sincerely, [redacted] ***
April 22, 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 The information provided in the complaint we received was not linked to an account or an itineraryAt this time we are requesting Mr [redacted] please provide an itinerary number and the email address associated to the customer’s accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
August 17, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refund On August 9, 2016, we received receipt of the Revdex.com complaint Our records reflect on January 13, 2016, the customer self-booked a multi flight reservationTravel is on Alaska Airlines/China Southern Airlines, departing October 25, 2016, from Portland, Oregon to Guangzhou, ChinaThen departing October 27, 2016, from Guangzhou, China to Siem Reap, CambodiaThen departing October 30, 2016, from Siem Reap, Cambodia to Kathmandu, Nepal; returning on November 16, 2016, from Kathmandu, Nepal to Portland, OregonThe reservation also includes the Expedia Stress Free Flight ProtectionThe customer is stating was only aware of one airline schedule changeThe customer is stating they have not received the email confirmation for the flight reservation From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers China Southern Airlines is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on April 25, 2016, the airline sent a notification of an airline schedule changeThe customer was sent an automated emailExpedia can confirm there were three more notifications of an airline schedule changeOne on July 13, 2016, July 19, and July 22, The customer was sent an automated email for each airline schedule change On July 22, 2016, the customer contacted Expedia regarding the airline schedule changeExpedia proved the flight option from China Southern Airlines, the customer agreed On August 3, 2016, the customer contacted Expedia regarding they have not received the email confirmation for the exchanged flightExpedia advised the customer the airline did not confirm the exchanged flightExpedia provide the customer with the flight option from China Southern Airlines, the customer agreed In reviewing the customer’s account the flight is active for travel on October 25, with China Southern AirlinesBased on the airline policy with China Southern AirlinesThe ticket is nonrefundable Expedia has reviewed the call recordings for July 22, and August 3, 2016, our agents did recap the flight details to the customer The customer did agree, each time the flight details were correctIf the customer needs to make a change to the flight they will be responsible for the change fee of $125.00; plus any fare difference Expedia cannot provide an updated itinerary at this time; however the customer can view the flight information on the airline websiteThe customer can also contact China Southern Airlines and they will be able to send an updated itinerary to the customer We hope the customer understands Expedia has no control over when or how often an airline initiated schedule change occursSince the ticket is nonrefundable and China Southern Airlines is the merchant of record Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
April 5, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE [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 Mr [redacted] (Revdex.com ID number [redacted] ) regarding a reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist furtherWe 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
February 27, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on February 22, 2017, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations are at the Flemings Hotel Zurich from April 20, 2017, to May 5, We understand from the complaint, the customer is requesting a cancellation with 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 refundedPlease note that Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, and we do not set any policiesWe hope the customer understands that we must adhere to the policies dictated by the hotelIn addition, we firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase pathWe provide our users ample time to review the full details of the itinerary before completing the purchaseExpedia was able to capture the customer’s individual step by step booking process and the customer was given an option during the booking process for a room that was non-refundable or a more expensive room that was a hotel collect reservation with an option for cancellation prior to a specific dateThe customer chose the non-refundable roomOn February 22, 2017, the customer contacted Expedia requesting a cancellation with refundThe Expedia representative contacted the hotel directly on behalf of the customer and Expedia was advised that they denied to refund based on the hotel’s term and agreementsAs Expedia must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requestedWe thank you for allowing us the opportunity to address the issues, 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