September 5, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal fromWe contacted Mr [redacted] by phone per his requestWe offered our apologies for the level of customer service that he experienced when contacting our officeIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr [redacted] was put in that positionAfter a brief discussion with Mr [redacted] , we hope that going forward; his experiences with Expedia will be positive ones Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
August 29, 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 May 28, 2016, you booked Expedia Vacation Packages which included roundtrip flights from New York to Punta Cana from September 2, 2016, through September 7, 2016, We understand from Mrs***’s complaint that her Dynamic Airways flights were canceled because the airline has ceased flying to Punta CanaNo alternate flights were offered and the only option was to offer a refundMrs [redacted] did not feel this was fair because she had booked her flights well in advance in order to save moneyIn her complaint she requested that alternate flights be offered to prevent her from having to pay more On August 29, 2016, we contacted Mrs [redacted] by phoneShe was not available but, we spoke to Mr***We explained that the merchant of record Dynamic Airways the company who charged for the tickets) controls schedule changes and we are not in a position to change their flights to a different carrier Mr [redacted] advised that he thought that he would be able to receive a refund for the travel insurance that he purchased for $since the airline tickets had been fully refundedAfter review, we noticed that the travel insurance had not been refundedAs a courtesy, we offered to refund the travel insurance as a courtesyThe refunds were issued for two itineraries for a total of $on August 29, Refunds like this usually take between 3-business days to post 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
March 28, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: E- [redacted] Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Ms [redacted] did not accept our response We contacted Ms [redacted] to gather more information that would allow us to better address her inquiryWe also reviewed the additional information that she provided which referenced the booking in question We are pleased to confirm that we processed a refund request in the amount of $to her original form of paymentThe time it takes the refund varies, depending on the time it takes the airline and the credit card company to process refunds 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
October 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 September 24, 2015, the customer booked a hotel reservation through ExpediaAccommodations were at the [redacted] Pittsburgh Airport from October 25, 2015, to October 26, 2015, for three rooms which the hotel front desk had agreed to allow park and ride to be included in the reservationPer a phone call by the customer with the hotel directly, they will not allow the park and rideWe apologize for the miscommunications and for any inconvenience this may have causedWe have provided Mr [redacted] online Expedia account with a $Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for his next qualified reservation, and it is valid until one year from the date of this letterWe 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 14, 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 best price guarantee refund request Our records show on August 2, 2016, Ms [redacted] self-booked an Expedia.com cruise reservation, sailing on September 4, with Royal Caribbean CruisesWe understand from Ms***’s complaint, Expedia did not honor the low price guarantee and is requesting a refund of the difference Upon researching the customer’s complaint, we can confirm on August 5, 2016, Ms [redacted] brought this matter to our attention and stated a lower price was found on the cruise line’s websiteThe customer was advised based the best price guarantee terms and conditions, application for lower price match had to be submitted within hours of bookingMs [redacted] contacted Expedia three days after the booking made, therefore the customer’s request was denied Expedia.com makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasing as well as promotions and deals so details of such are stated on several pages for the customer to reviewBased on the information provided above, we are unable to honor Ms***’s refund request We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
September 1, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refundOn August 27, 2016, we received receipt of the Revdex.com complaint Our records reflect on November 5, 2015, the customer self-booked a one-way flight reservation for [redacted] ***, [redacted] ***, [redacted] and [redacted] *** Travel was on [redacted] Airlines, departing June 9, 2016, from San Francisco, California to London, EnglandItinerary Number: [redacted] The customer is stating due to an airline schedule change, their flight was canceledThe customer is stating they have not received the refund for the flight From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers [redacted] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter on January 26, 2016, the airline sent an airline schedule changeAn automated email was sent to the customerWe can confirm there were two more airline schedule changes one on February 11, and March 20, The customer was sent an automated email for each airline schedule change On January 26, 2016, the customer contacted Expedia regarding the schedule changeExpedia contacted [redacted] ; they advised they exchanged the tickets On April 19, 2016, the customer contacted Expedia regarding the schedule changeExpedia contacted [redacted] , they provided two options the customer can move the departure date; however the customer declinedThe other option is to cancel and submit for the refundThe customer agreed Expedia submitted the request for the refund to the airlines On August 31, 2016, Expedia contacted the airlines on the customer’s behalf; they authorize the refund for the flightExpedia submitted the refund request The timeframe for the refund will be up to 8-weeks; which is a standard for all airlines Since the airline is processing the refundExpedia cannot honor the request for the refund and 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
Complaint: [redacted] I am rejecting this response because: [redacted] told me my payment didn't even fully go through until about a week after I made the bookingSo they said they are not concerned with exactly when the payment goes through having anything to do with when I made the booking with my travel agentLike I repeated before and repeating again, [redacted] has said when my payment went through was not the issue for them regarding why I didn't get my promotionThey said Expedia never paid them for my promotion and that is why I never got itSincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meBut I still was not offered the oceanfront room rate when I immediately called back and mentioned that it was not an oceanfront room that was sent with the confirmation I should have been offered the oceanfront room at the original rate that was posted on Expedia site .three days later that same ad was still posted therefore I thought that was still being left up dishonestly Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: In Expedia's latest response, they claimed that they contacted Eurocar but didn't mention any findings I am really disappointed with their repeated "copy and paste" responses without any real investigation into the matter I booked service through expedia.com which they didn't fulfill and led to inconvenience and extra costs to me, I will not accept their response until they at least cover the $taxi bill.Sincerely, [redacted] ***
July 23, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a package 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 her 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
Complaint: [redacted] I am rejecting this response because: I NEVER chose the option for pre-paid seating and when I called to inquire about the price difference I was NEVER told by Expedia that this was the reason The just simply told me "the pricing is what was available" I know they record their calls, ask to listen to call I was never told this, this is a lie And I never indicated when ordering the tickets on line that I wanted to pay for my seats, why would I do that.Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to mePlease note that I submitted my complaint before finally reaching someone who was able to help me at the business Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: currently on expedia's website, a new car rental reservation costs me about 1300-1500$ for the same dates/location as my original reservationConsidering my countless hours spent in May with expedia's customer service, I do not trust expedia that they will refund me the difference between new reservation and 598$ (cost of existing reservation) easily It is incorrect when they say that the change from people to people reservation was reflected in itinerary and I was informedThe first time, I was informed by expedia was more than months from my reservation in first week of May and that is when I spent hours on customer service, but they were extremely rude and unhelpful (even hung up the phone after hours of putting me on hold) I understand that there are no seater automatic cars, but expedia's website showed that as a option when I made a reservation, else I would have picked manual transmissionThey changed my reservation from people to people without asking me and assuming that I would be ok with seater, but I would need automaticThey should have checked with me Here is what I want from expedia - I want expedia to change this existing reservation to a seater, so that I would only pay 600$ to the rental company (i don't want to run around to get the refund from expedia) and I am willing to take manual transmissionThis is the best I can do Please contact me at [redacted] , if needed Thanks! Sincerely, [redacted] ***
September 20, 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 May 4, 2017, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from Nashville, Tennessee to Cancun, Mexico, Travel Insurance and a three-night stay at the Golden Parnassus Resort & Spa -Adults Only- All Inclusive from January 25, 2017, through January 28, We understand from Mr [redacted] ’s complaint that he contacted our office on September 91, 2017, requesting to change the destination from Cancun, to Punta CanaMr [redacted] claims that he spoke to an Expedia representative who informed him that he could make this change at a cost of $per passengerMr [redacted] claims that the $per passenger would cover the entire package including the hotel and flightsHe is now requesting that we change his destination for $per passenger Mr [redacted] stated that the first representative he spoke to offered to call him back, but he did not receive a call backWe accessed our records and confirmed that the $mentioned by Mr [redacted] would cover the cost of the lodging portion of the package onlyOn September 9, 20017, the cost to change the airfare was $for the outbound flight aloneThe next representative that Mr [redacted] spoke to, informed him of the actual chargesMr [redacted] stated that he spent three hours on the phone with no resolution but, this was because we could not change his package for $per traveler as requested Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
August 27, 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 a correction to a flight reservationOur records show on March 26, 2016, Mr [redacted] self-booked a flight reservation via booking number [redacted] , with a trip start date of September 16, We understand from Mr***’s complaint, he was advised there was no ticket for the person he was traveling with, and instead there were two tickets under the name [redacted] ***When the customer contacted Expedia, he was told the correction was made but when he contacted American Airlines they advised the problem had not been correctedThe customer is requesting that the reservation be fixed so that both passengers may travelUpon researching the customer’s complaint, we can confirm as of August 22, 2016, we contacted the airline and they provided a waiver code since this was a mistake made on their partThe correction has already been madeI have contacted the airline and confirmed both tickets are open and active for each customerMr [redacted] may wish to confirm the ticket by contacting American Airlines directly and providing the ticket number for [redacted] ***, ticket number [redacted] Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs the correction has been made to the reservation and the issue has been resolved to Mr***’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
May 5, 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationOur records indicate that on February 27, 2017, the customer self-booked a flight and hotel reservation, through the Expedia.com websiteTravel was with Delta Airlines and accommodations were at the New York-New York Hotel & CasinoWe understand from the complaint the customer is requesting a full refundAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedDelta Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaIn addition, Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenThe customer contacted Expedia on April 24, 2017, requesting to cancel the reservationThe assisting representative advised the customer of the airline’s terms and conditions which the customer agreed to at the time of bookingAs the hotel portion of the reservation was refundable, on April 26, 2017, a refund in the amount of $was processed back to the customer’s original form of paymentThe customer agreed to a $courtesy travel coupon that was provided to Ms***’s Expedia accountAs we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue an additional refund or compensation as requestedWe thank you for allowing us the opportunity to address the issues which have been brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
September 19, 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 Mr [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationOur records indicate on September 7, 2016, the customer self-booked a flight reservation which included travel insurance through the Expedia.com websiteTravel was with Spirit Airlines departing September 20, 2016, and returning with [redacted] Airlines September 26, We understand from the complaint the customer is requesting a refund due to the travel insurance booked with the flight reservationAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedBoth Spirit Airlines and [redacted] Airlines were the operating carriers and merchant of record (the entities that received the customer’s funds and the companies charging the customer’s credit card)We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refundsAs Expedia does not administer nor outline the coverage of the insurance policy, we cannot dictate the definitions of a covered serviceAt the time of booking, the Terms and Conditions regarding the insurance policy and a detailed description of the plan coverage is clearly stated and in addition it may be accessed on the customer’s Expedia itineraryExpedia must abide by the terms and conditions agreed to at the time of booking, and as a result, 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] Tier Customer Service
Hello Revdex.com,I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case:Customer Complaint:On September 19, 2016, the guest booked a non-refundable reservation at the [redacted] for September 29, - September 30, through the [redacted] Airlines website.Per the guest's complaint, due to a flight cancellation on September 29, 2016, the guest contacted the hotel directly requesting to cancel the reservation and was advised they could not cancel the booking, as it was less than hours prior to check-in.The guest is requesting a full refund of USD.Findings:At the time of booking, the customer agreed to the following cancellation policy: The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedCancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation.We were unable to locate any record of contact with our customer care team until October 16, 2016, over two weeks after the check-out dateCustomer care advised the guest of the hotel's prior response confirming as the hotel was billing in full per the non-refundable cancellation policy, we are unable to approve a refund.We always recommend calling customer care at the time assistance is needed, as once the booking dates have passed our support options become limited.Resolution:As the guest booked a non-refundable reservation, the hotel is billing in full, and our customer care team was not contacted for assistance prior to check-in, we are unfortunately unable to approve a refund.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you, Chris D.Customer Relations Specialist
April 28, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 flight reservationUpon receipt of the Revdex.com submission, it appears this issue was resolved on April 18, Please note that from time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Expedia is an online travel website, which gives the customer the capability to choose the dates, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedDelta Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card)not ExpediaIn addition, Expedia has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policiesIf your issue has not been resolved, please contact our Customer Service Department at 1-800-EXPEDIA (1-800-397-3342) as soon as possible; you will need to be on the line as the airline may offer options availableOur agents are available hours a day, seven days a weekSincerely, Lisa S [redacted] Corporate Customer Service
September 5, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal fromWe contacted Mr [redacted] by phone per his requestWe offered our apologies for the level of customer service that he experienced when contacting our officeIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr [redacted] was put in that positionAfter a brief discussion with Mr [redacted] , we hope that going forward; his experiences with Expedia will be positive ones Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
August 29, 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 May 28, 2016, you booked Expedia Vacation Packages which included roundtrip flights from New York to Punta Cana from September 2, 2016, through September 7, 2016, We understand from Mrs***’s complaint that her Dynamic Airways flights were canceled because the airline has ceased flying to Punta CanaNo alternate flights were offered and the only option was to offer a refundMrs [redacted] did not feel this was fair because she had booked her flights well in advance in order to save moneyIn her complaint she requested that alternate flights be offered to prevent her from having to pay more On August 29, 2016, we contacted Mrs [redacted] by phoneShe was not available but, we spoke to Mr***We explained that the merchant of record Dynamic Airways the company who charged for the tickets) controls schedule changes and we are not in a position to change their flights to a different carrier Mr [redacted] advised that he thought that he would be able to receive a refund for the travel insurance that he purchased for $since the airline tickets had been fully refundedAfter review, we noticed that the travel insurance had not been refundedAs a courtesy, we offered to refund the travel insurance as a courtesyThe refunds were issued for two itineraries for a total of $on August 29, Refunds like this usually take between 3-business days to post 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
March 28, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: E- [redacted] Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Ms [redacted] did not accept our response We contacted Ms [redacted] to gather more information that would allow us to better address her inquiryWe also reviewed the additional information that she provided which referenced the booking in question We are pleased to confirm that we processed a refund request in the amount of $to her original form of paymentThe time it takes the refund varies, depending on the time it takes the airline and the credit card company to process refunds 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
October 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 September 24, 2015, the customer booked a hotel reservation through ExpediaAccommodations were at the [redacted] Pittsburgh Airport from October 25, 2015, to October 26, 2015, for three rooms which the hotel front desk had agreed to allow park and ride to be included in the reservationPer a phone call by the customer with the hotel directly, they will not allow the park and rideWe apologize for the miscommunications and for any inconvenience this may have causedWe have provided Mr [redacted] online Expedia account with a $Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for his next qualified reservation, and it is valid until one year from the date of this letterWe 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 14, 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 best price guarantee refund request Our records show on August 2, 2016, Ms [redacted] self-booked an Expedia.com cruise reservation, sailing on September 4, with Royal Caribbean CruisesWe understand from Ms***’s complaint, Expedia did not honor the low price guarantee and is requesting a refund of the difference Upon researching the customer’s complaint, we can confirm on August 5, 2016, Ms [redacted] brought this matter to our attention and stated a lower price was found on the cruise line’s websiteThe customer was advised based the best price guarantee terms and conditions, application for lower price match had to be submitted within hours of bookingMs [redacted] contacted Expedia three days after the booking made, therefore the customer’s request was denied Expedia.com makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasing as well as promotions and deals so details of such are stated on several pages for the customer to reviewBased on the information provided above, we are unable to honor Ms***’s refund request We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
September 1, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refundOn August 27, 2016, we received receipt of the Revdex.com complaint Our records reflect on November 5, 2015, the customer self-booked a one-way flight reservation for [redacted] ***, [redacted] ***, [redacted] and [redacted] *** Travel was on [redacted] Airlines, departing June 9, 2016, from San Francisco, California to London, EnglandItinerary Number: [redacted] The customer is stating due to an airline schedule change, their flight was canceledThe customer is stating they have not received the refund for the flight From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers [redacted] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter on January 26, 2016, the airline sent an airline schedule changeAn automated email was sent to the customerWe can confirm there were two more airline schedule changes one on February 11, and March 20, The customer was sent an automated email for each airline schedule change On January 26, 2016, the customer contacted Expedia regarding the schedule changeExpedia contacted [redacted] ; they advised they exchanged the tickets On April 19, 2016, the customer contacted Expedia regarding the schedule changeExpedia contacted [redacted] , they provided two options the customer can move the departure date; however the customer declinedThe other option is to cancel and submit for the refundThe customer agreed Expedia submitted the request for the refund to the airlines On August 31, 2016, Expedia contacted the airlines on the customer’s behalf; they authorize the refund for the flightExpedia submitted the refund request The timeframe for the refund will be up to 8-weeks; which is a standard for all airlines Since the airline is processing the refundExpedia cannot honor the request for the refund and 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
Complaint: [redacted] I am rejecting this response because: [redacted] told me my payment didn't even fully go through until about a week after I made the bookingSo they said they are not concerned with exactly when the payment goes through having anything to do with when I made the booking with my travel agentLike I repeated before and repeating again, [redacted] has said when my payment went through was not the issue for them regarding why I didn't get my promotionThey said Expedia never paid them for my promotion and that is why I never got itSincerely, [redacted]
Revdex.com:I refund from Expedia in the amount of $5,has been applied to my credit cardSincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meBut I still was not offered the oceanfront room rate when I immediately called back and mentioned that it was not an oceanfront room that was sent with the confirmation I should have been offered the oceanfront room at the original rate that was posted on Expedia site .three days later that same ad was still posted therefore I thought that was still being left up dishonestly Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: In Expedia's latest response, they claimed that they contacted Eurocar but didn't mention any findings I am really disappointed with their repeated "copy and paste" responses without any real investigation into the matter I booked service through expedia.com which they didn't fulfill and led to inconvenience and extra costs to me, I will not accept their response until they at least cover the $taxi bill.Sincerely, [redacted] ***
July 23, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a package 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 her 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
Complaint: [redacted] I am rejecting this response because: I NEVER chose the option for pre-paid seating and when I called to inquire about the price difference I was NEVER told by Expedia that this was the reason The just simply told me "the pricing is what was available" I know they record their calls, ask to listen to call I was never told this, this is a lie And I never indicated when ordering the tickets on line that I wanted to pay for my seats, why would I do that.Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to mePlease note that I submitted my complaint before finally reaching someone who was able to help me at the business Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: currently on expedia's website, a new car rental reservation costs me about 1300-1500$ for the same dates/location as my original reservationConsidering my countless hours spent in May with expedia's customer service, I do not trust expedia that they will refund me the difference between new reservation and 598$ (cost of existing reservation) easily It is incorrect when they say that the change from people to people reservation was reflected in itinerary and I was informedThe first time, I was informed by expedia was more than months from my reservation in first week of May and that is when I spent hours on customer service, but they were extremely rude and unhelpful (even hung up the phone after hours of putting me on hold) I understand that there are no seater automatic cars, but expedia's website showed that as a option when I made a reservation, else I would have picked manual transmissionThey changed my reservation from people to people without asking me and assuming that I would be ok with seater, but I would need automaticThey should have checked with me Here is what I want from expedia - I want expedia to change this existing reservation to a seater, so that I would only pay 600$ to the rental company (i don't want to run around to get the refund from expedia) and I am willing to take manual transmissionThis is the best I can do Please contact me at [redacted] , if needed Thanks! Sincerely, [redacted] ***
September 20, 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 May 4, 2017, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from Nashville, Tennessee to Cancun, Mexico, Travel Insurance and a three-night stay at the Golden Parnassus Resort & Spa -Adults Only- All Inclusive from January 25, 2017, through January 28, We understand from Mr [redacted] ’s complaint that he contacted our office on September 91, 2017, requesting to change the destination from Cancun, to Punta CanaMr [redacted] claims that he spoke to an Expedia representative who informed him that he could make this change at a cost of $per passengerMr [redacted] claims that the $per passenger would cover the entire package including the hotel and flightsHe is now requesting that we change his destination for $per passenger Mr [redacted] stated that the first representative he spoke to offered to call him back, but he did not receive a call backWe accessed our records and confirmed that the $mentioned by Mr [redacted] would cover the cost of the lodging portion of the package onlyOn September 9, 20017, the cost to change the airfare was $for the outbound flight aloneThe next representative that Mr [redacted] spoke to, informed him of the actual chargesMr [redacted] stated that he spent three hours on the phone with no resolution but, this was because we could not change his package for $per traveler as requested Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
August 27, 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 a correction to a flight reservationOur records show on March 26, 2016, Mr [redacted] self-booked a flight reservation via booking number [redacted] , with a trip start date of September 16, We understand from Mr***’s complaint, he was advised there was no ticket for the person he was traveling with, and instead there were two tickets under the name [redacted] ***When the customer contacted Expedia, he was told the correction was made but when he contacted American Airlines they advised the problem had not been correctedThe customer is requesting that the reservation be fixed so that both passengers may travelUpon researching the customer’s complaint, we can confirm as of August 22, 2016, we contacted the airline and they provided a waiver code since this was a mistake made on their partThe correction has already been madeI have contacted the airline and confirmed both tickets are open and active for each customerMr [redacted] may wish to confirm the ticket by contacting American Airlines directly and providing the ticket number for [redacted] ***, ticket number [redacted] Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs the correction has been made to the reservation and the issue has been resolved to Mr***’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
May 5, 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationOur records indicate that on February 27, 2017, the customer self-booked a flight and hotel reservation, through the Expedia.com websiteTravel was with Delta Airlines and accommodations were at the New York-New York Hotel & CasinoWe understand from the complaint the customer is requesting a full refundAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedDelta Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaIn addition, Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenThe customer contacted Expedia on April 24, 2017, requesting to cancel the reservationThe assisting representative advised the customer of the airline’s terms and conditions which the customer agreed to at the time of bookingAs the hotel portion of the reservation was refundable, on April 26, 2017, a refund in the amount of $was processed back to the customer’s original form of paymentThe customer agreed to a $courtesy travel coupon that was provided to Ms***’s Expedia accountAs we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue an additional refund or compensation as requestedWe thank you for allowing us the opportunity to address the issues which have been brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
September 19, 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 Mr [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationOur records indicate on September 7, 2016, the customer self-booked a flight reservation which included travel insurance through the Expedia.com websiteTravel was with Spirit Airlines departing September 20, 2016, and returning with [redacted] Airlines September 26, We understand from the complaint the customer is requesting a refund due to the travel insurance booked with the flight reservationAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedBoth Spirit Airlines and [redacted] Airlines were the operating carriers and merchant of record (the entities that received the customer’s funds and the companies charging the customer’s credit card)We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refundsAs Expedia does not administer nor outline the coverage of the insurance policy, we cannot dictate the definitions of a covered serviceAt the time of booking, the Terms and Conditions regarding the insurance policy and a detailed description of the plan coverage is clearly stated and in addition it may be accessed on the customer’s Expedia itineraryExpedia must abide by the terms and conditions agreed to at the time of booking, and as a result, 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] Tier Customer Service
Hello Revdex.com,I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case:Customer Complaint:On September 19, 2016, the guest booked a non-refundable reservation at the [redacted] for September 29, - September 30, through the [redacted] Airlines website.Per the guest's complaint, due to a flight cancellation on September 29, 2016, the guest contacted the hotel directly requesting to cancel the reservation and was advised they could not cancel the booking, as it was less than hours prior to check-in.The guest is requesting a full refund of USD.Findings:At the time of booking, the customer agreed to the following cancellation policy: The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedCancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation.We were unable to locate any record of contact with our customer care team until October 16, 2016, over two weeks after the check-out dateCustomer care advised the guest of the hotel's prior response confirming as the hotel was billing in full per the non-refundable cancellation policy, we are unable to approve a refund.We always recommend calling customer care at the time assistance is needed, as once the booking dates have passed our support options become limited.Resolution:As the guest booked a non-refundable reservation, the hotel is billing in full, and our customer care team was not contacted for assistance prior to check-in, we are unfortunately unable to approve a refund.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you, Chris D.Customer Relations Specialist
April 28, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 flight reservationUpon receipt of the Revdex.com submission, it appears this issue was resolved on April 18, Please note that from time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Expedia is an online travel website, which gives the customer the capability to choose the dates, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedDelta Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card)not ExpediaIn addition, Expedia has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policiesIf your issue has not been resolved, please contact our Customer Service Department at 1-800-EXPEDIA (1-800-397-3342) as soon as possible; you will need to be on the line as the airline may offer options availableOur agents are available hours a day, seven days a weekSincerely, Lisa S [redacted] Corporate Customer Service