November 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
Revdex.com: Finally honoring their own policiesIt was like pulling teeth to get my money backAnd in top of it all no admission they were wrong and their response was rudeA real customer service nightmareI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: A customer service agent said I had a creditThen a different customer service agent was going to use the credit to book a flight for meI just called like on SundayNow its a different storyI want my creditAnd I want it nowI dont know why they wont honor what they told me they would doThey said I had a year to use my creditWhy now I cant use it? I work in customer service smh Sincerely, [redacted] ***
April 22, Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund for the cancellation penalty charged for her hotel reservations We have researched Ms [redacted] complaint, and as of the response deadline of this complaint, we are unable to obtain the necessary information needed from the hotel 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 websiteWe 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, [redacted] Tier Customer Service
November 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 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 case number [redacted] ) regarding a pending authorization We understand Mr [redacted] is requesting that Expedia release the pending authorizationOn November 25, 2016, we received receipt of the Revdex.com complaint The customer is stating they are seeing several pending authorization’s on the customer’s billing statement In reviewing the customer’s account, on November 24, 2016, the customer attempted to self-book a reservationThe customer used three different forms of payment, one a Master card ending in ***The credit card had three authorizations in the amount of $each The other form of payment was a Visa ending in ***This credit card had one authorization in the amount of $The last form of payment was a Discover card ending in ***; this credit card had fifteen authorizations in the amount of $and five authorizations in the amount of $ On November 24, 2016, all the pending authorization were reversedThe customer was not charged for any reservation Expedia works from a live inventory and prices and/or availability can fluctuate The reservation is not confirmed, until it is booked Expedia serves as a third-party intermediary for travel providers such as hotels, care rental agencies, and airlines, and are subject to the rules and restrictions of those providers When a customer makes a purchase, Expedia applies a credit authorization toward the credit card to determine if the card is validThis is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from Expedia Expedia has no control over the timeframe for the pending authorization’s to be removed from the customer’s billing statements 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
December 6, Revdex.com Complaint Department – Expedia 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 you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation at the Hilton Times SquareWe understand from Ms [redacted] complaint that she booked a hotel reservation for December 9-10, and the website changed the dates to November 19-20, Ms [redacted] is requesting a refund that the hotel charged in the amount of $ Our records indicate that on November 8, 2017, the customer or an authorized account user, self-booked a reservation on Expedia.com for one night on November 19-20, at the Hilton Times Square Hotel We have reviewed the online booking made on November 8, and confirmed the dates requested were November 19-20, An itinerary was sent to the customer on November 8, 2017, confirming the hotel chedate was November 19, and the check-out date was November 20, Our records reflect that on November 8, after completing the online hotel reservation, the customer or an authorized account user attempted to change the chedate on the reservation online, but never completed the change Ms [redacted] contacted Expedia on November 19, to change the hotel reservationWe had reached out to the Hilton Times Square and spoke to the hotel managerThe manager declined to issue a refund per their cancellation policyThe cancellation and change policy was provided and agreed to at the time of booking on Expedia.comThe policy stated the following:Cancellations or changes made after 11:PM local hotel time, Sunday, November 12, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees Based on the foregoing reasons, we cannot issue a refund for the hotel reservationWe 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, Tammie M [redacted] Expedia Corporate Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear Ms [redacted] did not accept our response and/or resolution offered As previously advised, on July 21, 2016, the customer contacted Expedia on July 11, 2016, wanting to rebook a trip using an airline credit for [redacted] *** Expedia advised the customer, they had to complete travel by July 15, 2016, to use the flight credit Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors Each airline has its own specific set of policies and procedures as does each ticket purchased WestJet Airlines was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card)Based on the airline policy the tickets are nonrefundable; which the customer did agree to at the time of the booking Since the airline credit is lost, Expedia considers this issue as closed and will no longer address this issue We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
October 19, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: O- [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 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 flight reservation refund and compensation request Our records show on October 11, 2014, Mr [redacted] self-booked an Expedia.com flight reservation via booking number [redacted] , with travel date as November 19, We understand from Mr [redacted] complaint, he was led to believe he could re-book from a canceled flightThe customer also stated he was advised he could notThe customer is requesting a refund for the money lost and compensation for inconvenience caused.Upon researching the customer’s complaint, we can confirm Mr [redacted] brought this matter to our attention on October 9, The customer was advised ticket and any credit related to it, was being held by the airlineMr [redacted] was advised to contact the airline directly to book a new flight using a past creditWe can also confirm Mr [redacted] sent an email correspondence to Expedia stating he had contacted the airline and a new flight was reissued.Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendorBased on the information provided above, we are unable to honor Mr [redacted] request for a refund or compensation.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
November 2, 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 Our records reflect on October 26, Mr [redacted] accessed Expedia.com and self-booked itinerary [redacted] for flights departing on March 10, from Portland,Me to Cancun, Mexico, returning March 15, The itinerary also included a stay at the Hyatt Zilara Cancun - Adults Only - All Inclusive resort for corresponding dates The customer contacted an Expedia customer service agent on October 28, and upgraded his room type to an Ocean Front JrKing Suite We understand from the customer’s correspondence he is questioning the price increase for upgrading his room and is stating he saw lower pricing on our site Expedia uses real-time reservation databases for our travel products, such as cars, hotels, cruises, and flights and any combination of these products as a bundled itinerary These databases link to our vendor partner’s companies, and contain up to the moment prices and availability Information in the databases is updated constantly by vendors, as pricing changes and travel related items are sold to our customers and customers who are accessing the same pool of products independently, or through other travel companies Vendors also limit the amount of their product available for discounted pricing As the discounted items sell out, low prices may no longer be available It is possible that a specific price or travel item is available when customers begin planning their trip, and is no longer available when they try to finalize their purchase Also of note, Expedia’s banner page is not updated in real time, as the booking portion of the site is, so banner pricing may be different than actual, up to the moment, pricing from the respective vendorsVendors can also lower pricing to increase sales, often just for a certain amount of time or a limited amount of rooms Expedia books at the pricing available at the moment a booking is completed As stated in the Terms of Use for our website, that the customer agrees to when utilizing our services, all our travel products prices and availability are subject to change until customers have completed their purchase and a reservation is confirmedExpedia provides a final summary for customer’s to review before they enter their payment information if booing online, or the agent provides the final pricing before charging the customer’s card If they are not in agreement with the final price provided, they have opportunity to cancel or change the reservation before making a purchase While Expedia does not charge a fee for making changes, we are bound by the terms and conditions, and available pricing from the vendors and the customer does pay any increase in price for the travel product if they are making a change Expedia agents do not set pricing and cannot change it manually Expedia does offer a Best Price Guarantee that is available on bundled products for the first hours after booking Under our Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking The price match request, along with qualifying screen shots, must be submitted online within hours of the original bookingThe lower priced itinerary needs to meet specific requirements to qualifyFollowing is a link to the Expedia Best Price Guarantee Terms and Conditions were provided on the website:http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US: As the booking change was made at the request of Mr [redacted] and the price was provided to him by the agent before being charged, we find that no error was made Had the customer found a lower price on our site for the exact same booking, products, and room type and submitted a BPG request within hours we would have reviewed it for a possible refund Regrettably we cannot agree to a refund at this time The price was valid at the time the itinerary was updated 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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThis is how expedia should resolve this issue at the beginningI give my card info to Expedia and trust themTherefore, they should do what they have promised to customersI regret that being such a successful OTA, Expedia does what it should do only after a customer spends hours communicating with them and complaining to Revdex.com Sincerely, [redacted] ***
June 16, 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 Mrs [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationOur records indicate that on January 12, 2017, the customer self-booked a flight reservation, through the Expedia.com websiteTravel was with Delta AirlinesWe understand from the complaint the customer is requesting compensationAs 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 purchasedThe customer contacted Expedia on June 14, 2017, stating that she attempted to cancel the outbound flights of her reservation and the whole reservation was cancelled in errorPer all airlines terms and agreements, and due to security reasons, when a traveler is unable to utilize the initial outbound portion of their flight, the airline will subsequently cancel all remaining legs of the flightHowever as a courtesy, on June 15, 2017, Expedia processed a refund in the amount of $back to the customer’s original form of paymentExpedia is unable to issue compensation for new flightsWe 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
Complaint: [redacted] I am rejecting this response because:the original cost of this reservation prior to the best price guarantee that I submitted was $I should have been able to use the $coupon, thus the reason I am asking for that amount to be credited as I called the same day it was booked to let Expedia know the system popped up with an error msg Sincerely, [redacted]
May 3, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] S [redacted] (Revdex.com case number [redacted] ) regarding a refund requestWe understand Ms***’s complaint is in regards to a flight refund due to Zika Virus concerns Our records indicate on March 6, the customer booked package itinerary #[redacted] for round trip flights from Salt Lake City, Utah to Punta Cana, Dominican Republic departing May 8, and returning May 13, with a stay at the [redacted] for corresponding dates Due to concerns regarding the Zika Virus, Ms [redacted] cancelled her itinerary Our records further reflect that this matter has been resolved with the processing of two refunds On April 15, Expedia processed a refund in the amount of $for the resort portion of the booking A second refund, also processed on April 15, 2016, in the amount of $1,for the flight portion of the itinerary completed the full refund of the customer’s original charge of $2, The refunds were returned to the customer’s original form of payment, and the amount of time it takes for the credit to be available in her account depends upon how quickly her bank processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
April 4, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] ( Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
August 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 regret to hear Ms [redacted] did not accept our response and/or resolution offered In our correspondence to the Revdex.com on July 23, 2015, the customer was advised the Discover Card Promotion, coupon codes, associated terms and conditions were originally published to a Discover Card member’s only siteThese coupon codes were improperly leaked to third party sites without Expedia’s consent and the full terms and conditions of the Promotion and Coupon Codes were not published by those sites Because the hotel reservation was made in violation of one of more of the restrictions in the Terms and Conditions of this Discover Card Promotion, including but not limited to the condition that a Discover Card would be used for the purchase, the reservation was cancelled As a result, Expedia stands by our previous resolution; the hotel reservation will not be refunded or other compensation provided Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionAs this matter has been resolved, we respectfully request the Revdex.com close this case If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier - Customer Service Expedia, Inc Revdex.com Rebuttal – Discover Card
August 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr [redacted] We regret to hear that he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel collect reservationOur records indicate that on February 5, 2016, Mr [redacted] self-booked a “Hotel Collect” reservation (amount to be charged directly by the hotel, not Expedia – Expedia received no funds from Mr [redacted] for this reservation) through the Expedia.com websiteHowever, the customer is stating that the self-booked reservation on February 5, 2016, was charged by ExpediaAt this time, we are requesting Mr [redacted] submit a copy of his credit card statement showing Expedia charged him for the reservationUpon receipt of this information we will further assist Mr [redacted] in resolving this issueSincerely, Lisa S [redacted] Tier Customer Service
November 30, 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 Mr [redacted] and Mrs [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mrand Mrs [redacted] are requesting a refundOn November 28, 2016, we received receipt of the Revdex.com complaint Our records reflect on May 7, 2016, the customer self-booked a pay later hotel reservation at The Garden Inn for two room’s chedate September 23, 2016, check-out date September 25, Itinerary Number: [redacted] On May 8, 2016, the customer self-booked a pay later hotel reservation at The Garden Inn for two room’s chedate November 18, 2016, check-out date November 20, Itinerary Number: [redacted] The customer is stating they canceled both itineraries; however the customer was only refunded for one reservation Upon further researching this matter, we can confirm on November 28, 2016, the customer contacted Expedia advising they canceled both itinerariesExpedia contacted the hotel; they would not authorize the refund Expedia is able to review the customer’s cancellation session that was done on August 14, The customer only selected to cancel the itinerary number: [redacted] and continued with the cancellation On November 30, 2016, Expedia contacted the hotel on the customer’s behalf; they will not authorize the refund 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 providersEach vendor has its own specific set of policies and procedures as does each booking purchased We hope the customer understands Expedia must adhere to the hotel’s policyThe Garden Inn was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia 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
July 21, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr [redacted] We regret to hear he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOn June 24, 2015, the customer contacted Expedia requesting a refund due to the customer being double billedThe assisting representative advised the customer to submit a fax with the detailed chargesOn July 21, 2015, Expedia processed a refund in the amount of $back to Mr [redacted] ’s original form of paymentThe time it takes to post the refund to his account depends on how quickly his credit card company processes refundsWe 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 24, Revdex.com Expedia – 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] (Revdex.com complaint # [redacted] .) We regret to hear Mr [redacted] did not accept our response and/or resolution offered After further review of Mr [redacted] ’s complaint, we can confirm on October 19, 2016, a $BPG coupon was placed on the customer’s accountMr [redacted] can review all of the coupons given by logging into his account and going to “view coupons” sectionIt will show the coupons as given for itinerary # [redacted] which is the same as itinerary # [redacted] Expedia’s goal is to provide an exceptional customer service experienceWe do regret any inconvenience he has encounteredAs the BPG coupon has been provided and the issue has been resolved to Mr [redacted] ’s desired outcome, Expedia.com considers this matter closed Again, 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
November 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
Revdex.com: Finally honoring their own policiesIt was like pulling teeth to get my money backAnd in top of it all no admission they were wrong and their response was rudeA real customer service nightmareI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: A customer service agent said I had a creditThen a different customer service agent was going to use the credit to book a flight for meI just called like on SundayNow its a different storyI want my creditAnd I want it nowI dont know why they wont honor what they told me they would doThey said I had a year to use my creditWhy now I cant use it? I work in customer service smh Sincerely, [redacted] ***
April 22, Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund for the cancellation penalty charged for her hotel reservations We have researched Ms [redacted] complaint, and as of the response deadline of this complaint, we are unable to obtain the necessary information needed from the hotel 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 websiteWe 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, [redacted] Tier Customer Service
November 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 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 case number [redacted] ) regarding a pending authorization We understand Mr [redacted] is requesting that Expedia release the pending authorizationOn November 25, 2016, we received receipt of the Revdex.com complaint The customer is stating they are seeing several pending authorization’s on the customer’s billing statement In reviewing the customer’s account, on November 24, 2016, the customer attempted to self-book a reservationThe customer used three different forms of payment, one a Master card ending in ***The credit card had three authorizations in the amount of $each The other form of payment was a Visa ending in ***This credit card had one authorization in the amount of $The last form of payment was a Discover card ending in ***; this credit card had fifteen authorizations in the amount of $and five authorizations in the amount of $ On November 24, 2016, all the pending authorization were reversedThe customer was not charged for any reservation Expedia works from a live inventory and prices and/or availability can fluctuate The reservation is not confirmed, until it is booked Expedia serves as a third-party intermediary for travel providers such as hotels, care rental agencies, and airlines, and are subject to the rules and restrictions of those providers When a customer makes a purchase, Expedia applies a credit authorization toward the credit card to determine if the card is validThis is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from Expedia Expedia has no control over the timeframe for the pending authorization’s to be removed from the customer’s billing statements 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
December 6, Revdex.com Complaint Department – Expedia 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 you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation at the Hilton Times SquareWe understand from Ms [redacted] complaint that she booked a hotel reservation for December 9-10, and the website changed the dates to November 19-20, Ms [redacted] is requesting a refund that the hotel charged in the amount of $ Our records indicate that on November 8, 2017, the customer or an authorized account user, self-booked a reservation on Expedia.com for one night on November 19-20, at the Hilton Times Square Hotel We have reviewed the online booking made on November 8, and confirmed the dates requested were November 19-20, An itinerary was sent to the customer on November 8, 2017, confirming the hotel chedate was November 19, and the check-out date was November 20, Our records reflect that on November 8, after completing the online hotel reservation, the customer or an authorized account user attempted to change the chedate on the reservation online, but never completed the change Ms [redacted] contacted Expedia on November 19, to change the hotel reservationWe had reached out to the Hilton Times Square and spoke to the hotel managerThe manager declined to issue a refund per their cancellation policyThe cancellation and change policy was provided and agreed to at the time of booking on Expedia.comThe policy stated the following:Cancellations or changes made after 11:PM local hotel time, Sunday, November 12, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees Based on the foregoing reasons, we cannot issue a refund for the hotel reservationWe 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, Tammie M [redacted] Expedia Corporate Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear Ms [redacted] did not accept our response and/or resolution offered As previously advised, on July 21, 2016, the customer contacted Expedia on July 11, 2016, wanting to rebook a trip using an airline credit for [redacted] *** Expedia advised the customer, they had to complete travel by July 15, 2016, to use the flight credit Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors Each airline has its own specific set of policies and procedures as does each ticket purchased WestJet Airlines was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card)Based on the airline policy the tickets are nonrefundable; which the customer did agree to at the time of the booking Since the airline credit is lost, Expedia considers this issue as closed and will no longer address this issue We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
October 19, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: O- [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 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 flight reservation refund and compensation request Our records show on October 11, 2014, Mr [redacted] self-booked an Expedia.com flight reservation via booking number [redacted] , with travel date as November 19, We understand from Mr [redacted] complaint, he was led to believe he could re-book from a canceled flightThe customer also stated he was advised he could notThe customer is requesting a refund for the money lost and compensation for inconvenience caused.Upon researching the customer’s complaint, we can confirm Mr [redacted] brought this matter to our attention on October 9, The customer was advised ticket and any credit related to it, was being held by the airlineMr [redacted] was advised to contact the airline directly to book a new flight using a past creditWe can also confirm Mr [redacted] sent an email correspondence to Expedia stating he had contacted the airline and a new flight was reissued.Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendorBased on the information provided above, we are unable to honor Mr [redacted] request for a refund or compensation.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
November 2, 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 Our records reflect on October 26, Mr [redacted] accessed Expedia.com and self-booked itinerary [redacted] for flights departing on March 10, from Portland,Me to Cancun, Mexico, returning March 15, The itinerary also included a stay at the Hyatt Zilara Cancun - Adults Only - All Inclusive resort for corresponding dates The customer contacted an Expedia customer service agent on October 28, and upgraded his room type to an Ocean Front JrKing Suite We understand from the customer’s correspondence he is questioning the price increase for upgrading his room and is stating he saw lower pricing on our site Expedia uses real-time reservation databases for our travel products, such as cars, hotels, cruises, and flights and any combination of these products as a bundled itinerary These databases link to our vendor partner’s companies, and contain up to the moment prices and availability Information in the databases is updated constantly by vendors, as pricing changes and travel related items are sold to our customers and customers who are accessing the same pool of products independently, or through other travel companies Vendors also limit the amount of their product available for discounted pricing As the discounted items sell out, low prices may no longer be available It is possible that a specific price or travel item is available when customers begin planning their trip, and is no longer available when they try to finalize their purchase Also of note, Expedia’s banner page is not updated in real time, as the booking portion of the site is, so banner pricing may be different than actual, up to the moment, pricing from the respective vendorsVendors can also lower pricing to increase sales, often just for a certain amount of time or a limited amount of rooms Expedia books at the pricing available at the moment a booking is completed As stated in the Terms of Use for our website, that the customer agrees to when utilizing our services, all our travel products prices and availability are subject to change until customers have completed their purchase and a reservation is confirmedExpedia provides a final summary for customer’s to review before they enter their payment information if booing online, or the agent provides the final pricing before charging the customer’s card If they are not in agreement with the final price provided, they have opportunity to cancel or change the reservation before making a purchase While Expedia does not charge a fee for making changes, we are bound by the terms and conditions, and available pricing from the vendors and the customer does pay any increase in price for the travel product if they are making a change Expedia agents do not set pricing and cannot change it manually Expedia does offer a Best Price Guarantee that is available on bundled products for the first hours after booking Under our Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking The price match request, along with qualifying screen shots, must be submitted online within hours of the original bookingThe lower priced itinerary needs to meet specific requirements to qualifyFollowing is a link to the Expedia Best Price Guarantee Terms and Conditions were provided on the website:http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US: As the booking change was made at the request of Mr [redacted] and the price was provided to him by the agent before being charged, we find that no error was made Had the customer found a lower price on our site for the exact same booking, products, and room type and submitted a BPG request within hours we would have reviewed it for a possible refund Regrettably we cannot agree to a refund at this time The price was valid at the time the itinerary was updated 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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThis is how expedia should resolve this issue at the beginningI give my card info to Expedia and trust themTherefore, they should do what they have promised to customersI regret that being such a successful OTA, Expedia does what it should do only after a customer spends hours communicating with them and complaining to Revdex.com Sincerely, [redacted] ***
June 16, 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 Mrs [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationOur records indicate that on January 12, 2017, the customer self-booked a flight reservation, through the Expedia.com websiteTravel was with Delta AirlinesWe understand from the complaint the customer is requesting compensationAs 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 purchasedThe customer contacted Expedia on June 14, 2017, stating that she attempted to cancel the outbound flights of her reservation and the whole reservation was cancelled in errorPer all airlines terms and agreements, and due to security reasons, when a traveler is unable to utilize the initial outbound portion of their flight, the airline will subsequently cancel all remaining legs of the flightHowever as a courtesy, on June 15, 2017, Expedia processed a refund in the amount of $back to the customer’s original form of paymentExpedia is unable to issue compensation for new flightsWe 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
Complaint: [redacted] I am rejecting this response because:the original cost of this reservation prior to the best price guarantee that I submitted was $I should have been able to use the $coupon, thus the reason I am asking for that amount to be credited as I called the same day it was booked to let Expedia know the system popped up with an error msg Sincerely, [redacted]
May 3, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] S [redacted] (Revdex.com case number [redacted] ) regarding a refund requestWe understand Ms***’s complaint is in regards to a flight refund due to Zika Virus concerns Our records indicate on March 6, the customer booked package itinerary #[redacted] for round trip flights from Salt Lake City, Utah to Punta Cana, Dominican Republic departing May 8, and returning May 13, with a stay at the [redacted] for corresponding dates Due to concerns regarding the Zika Virus, Ms [redacted] cancelled her itinerary Our records further reflect that this matter has been resolved with the processing of two refunds On April 15, Expedia processed a refund in the amount of $for the resort portion of the booking A second refund, also processed on April 15, 2016, in the amount of $1,for the flight portion of the itinerary completed the full refund of the customer’s original charge of $2, The refunds were returned to the customer’s original form of payment, and the amount of time it takes for the credit to be available in her account depends upon how quickly her bank processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
April 4, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] ( Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
I have forwarded the cancellations from Expedia to Revdex.com few minutes ago They are addressed as "[email protected]" and referenced my complaint ID # [redacted] Please see these cancellations from Expedia for car rental itinerary # [redacted] , and two airline ticket cancellations for $610, and hotel cancellation itinerary # [redacted] .- [redacted] Complaint ID # [redacted] Revdex.com - Please see one of the cancellations for the rental car from Expedia.com, yet it continues lying never received my cancellations Rental car itinerary # [redacted] - [redacted] ***On Saturday, September 24, 4:PM, Expedia.com wrote: Your car reservation has been cancelled Thank you for choosing Expedia for your travel reservationWe're sorry your plans didn't work outWhen you're ready to book a new trip we'll be happy to help youPick up12:00pmOct 12, 2016Kailua-Kona (KOA) Drop off12:00pmOct 19, 2016Kailua-Kona (KOA) Compact or 4-Door CarNissan Versa or similarReserved for [redacted] *** For specific rental questions, contact the car agency at (reservation), +(direct) Price SummaryTotal Price $ Please do not reply to this messageThis email was sent from a notification-only email address that cannot accept incoming email.You are receiving this transactional email based on a recent booking or account-related update on Expedia.com© Expedia, IncAll rights reservedExpedia, Expedia Extras, Best Price Guarantee, Trend Tracker, Insiders' Select and the Airplane logos are registered trademarks, or trademarks, of Expedia, Incin the U.Sand/or other countriesOther product and company names mentioned herein may be trademarks of their respective ownersemlcid=PT-ETM-ENSCC-teid1.0-issuX-testX-lang1033-verX-mcidX-segaX-segbX-se...⇄
August 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 regret to hear Ms [redacted] did not accept our response and/or resolution offered In our correspondence to the Revdex.com on July 23, 2015, the customer was advised the Discover Card Promotion, coupon codes, associated terms and conditions were originally published to a Discover Card member’s only siteThese coupon codes were improperly leaked to third party sites without Expedia’s consent and the full terms and conditions of the Promotion and Coupon Codes were not published by those sites Because the hotel reservation was made in violation of one of more of the restrictions in the Terms and Conditions of this Discover Card Promotion, including but not limited to the condition that a Discover Card would be used for the purchase, the reservation was cancelled As a result, Expedia stands by our previous resolution; the hotel reservation will not be refunded or other compensation provided Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionAs this matter has been resolved, we respectfully request the Revdex.com close this case If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier - Customer Service Expedia, Inc Revdex.com Rebuttal – Discover Card
August 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr [redacted] We regret to hear that he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel collect reservationOur records indicate that on February 5, 2016, Mr [redacted] self-booked a “Hotel Collect” reservation (amount to be charged directly by the hotel, not Expedia – Expedia received no funds from Mr [redacted] for this reservation) through the Expedia.com websiteHowever, the customer is stating that the self-booked reservation on February 5, 2016, was charged by ExpediaAt this time, we are requesting Mr [redacted] submit a copy of his credit card statement showing Expedia charged him for the reservationUpon receipt of this information we will further assist Mr [redacted] in resolving this issueSincerely, Lisa S [redacted] Tier Customer Service
November 30, 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 Mr [redacted] and Mrs [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mrand Mrs [redacted] are requesting a refundOn November 28, 2016, we received receipt of the Revdex.com complaint Our records reflect on May 7, 2016, the customer self-booked a pay later hotel reservation at The Garden Inn for two room’s chedate September 23, 2016, check-out date September 25, Itinerary Number: [redacted] On May 8, 2016, the customer self-booked a pay later hotel reservation at The Garden Inn for two room’s chedate November 18, 2016, check-out date November 20, Itinerary Number: [redacted] The customer is stating they canceled both itineraries; however the customer was only refunded for one reservation Upon further researching this matter, we can confirm on November 28, 2016, the customer contacted Expedia advising they canceled both itinerariesExpedia contacted the hotel; they would not authorize the refund Expedia is able to review the customer’s cancellation session that was done on August 14, The customer only selected to cancel the itinerary number: [redacted] and continued with the cancellation On November 30, 2016, Expedia contacted the hotel on the customer’s behalf; they will not authorize the refund 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 providersEach vendor has its own specific set of policies and procedures as does each booking purchased We hope the customer understands Expedia must adhere to the hotel’s policyThe Garden Inn was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia 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
July 21, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr [redacted] We regret to hear he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOn June 24, 2015, the customer contacted Expedia requesting a refund due to the customer being double billedThe assisting representative advised the customer to submit a fax with the detailed chargesOn July 21, 2015, Expedia processed a refund in the amount of $back to Mr [redacted] ’s original form of paymentThe time it takes to post the refund to his account depends on how quickly his credit card company processes refundsWe 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 24, Revdex.com Expedia – 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] (Revdex.com complaint # [redacted] .) We regret to hear Mr [redacted] did not accept our response and/or resolution offered After further review of Mr [redacted] ’s complaint, we can confirm on October 19, 2016, a $BPG coupon was placed on the customer’s accountMr [redacted] can review all of the coupons given by logging into his account and going to “view coupons” sectionIt will show the coupons as given for itinerary # [redacted] which is the same as itinerary # [redacted] Expedia’s goal is to provide an exceptional customer service experienceWe do regret any inconvenience he has encounteredAs the BPG coupon has been provided and the issue has been resolved to Mr [redacted] ’s desired outcome, Expedia.com considers this matter closed Again, 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