May 30, 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 customer service issues We understand from Ms***’s complaint, after the failed attempts to resolve and car reservation issue encountered with customer service, no proper resolution was providedMs [redacted] is requesting a partial refund of account points for poor customer service received Upon researching the customer’s complaint, our records show on May 11, 2016, Ms [redacted] contacted customer service regarding her Budget car reservation in which the wrong vehicle was providedFurther research shows, Budget was contacted but was not able to provide any details about the car reservation Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a courtesy a $Expedia Travel coupon was places on the customer’s account to be use for future travelAs compensation has been provided and the issue resolved to Ms***’s desired outcome, Expedia considers this matter closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I did not purchase a ticket with [redacted] , nor submitted any of my credit card to themThe purchase relationship was with EXPEDIASomething failed in the communication between Expedia and [redacted] that duplicated the bookingI expect EXPEDIA to take responsibility and work with [redacted] their partner to resolve this situation Sincerely, [redacted] ***
June 21, 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
Complaint: [redacted] I am rejecting this response because: Expedia's response is a complete contradiction of the airline, how they are responding to their customers who are experiencing the same cancellations and how their competitors are respondingExpedia noted that it would take up to weeksI followed up with the airline (EA) and the airline said they processed the refund immediately the day I called Expedia while Expedia put me on hold while speaking with the airlineThe airline's feedback in my followup on the conversation with Expedia was the timing of weeks given was inaccurateAlso, I had several friends book the same flights with Expedia and with PricelineFor some of Expedia's customers with the same issue, they processed the refund immediatelyFor the peer who purchased the airline flight cancellation with Priceline, their refund was processed within hoursTherefore, I can only conclude that Expedia is not consistently resolving the issueI booked with Expedia therefore I expect Expedia to refund me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I was informed by a supervisor that after my last trip to Long Island I could call in and they would erase all the guest accounts that utilized the address [redacted] That way the permanent account that makes use of [redacted] would workNow they are changing their story because they do not want to take the time and effort to correct a mistake that is due to a design flaw in their systemI have many years of experience in the IT industry and I know this problem can be solved as I have worked for major world class financial institutions The Revdex.com should not tolerate such nonsense from ExpediaWhat if other users forget to log in to their permanent account using their standard email address but use a guest account themselves and enter in their standard email address? They will be faced with the same problem I have and will be very inconvenienced to have to use a new email addressThis is customer service at its worst and the Revdex.com should lower their rating if they refuse to fix the error It's hard to believe that a multinational company such as Expedia will not put in the time and effort to fix such a simple problemIf you notice, no one from their IT division answered this issueI can never get past customer service representatives to speak to someone in the IT departmentThey make the ridiculous claim that there is no IT department to talk to: Obviously this is because given the complexity of their operations there have to be database experts and system administrators who work behind the scene to ensure smooth technical operationsThese are the staff members who can fix this problemI was promised by a customer service representative that someone from their IT team would call me but they never didThey claimed they did not have my phone number even though that would be easy to find out given that I have booked many flights with Expedia so they have my cell number on handVery irresponsible and irritating I would ask the Revdex.com to publish my plight publicly so that the public knows how Expedia mistreats its customersI now have to call in and manually book a flight on the phone if I want to use my permanent account since I cannot do so onlineThe java error I submitted with this complaint is proof that there is a problem on their end and the Revdex.com should take note of that and inform the public accordingly Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] The issue regarding the was resolved on January 9th The issue regarding the other fees was not That reflected negatively on me at the bank and it was not even my fault The cancellation was not completed on Expedia end because they send the cancellation fax to the wrong number I am puzzled that you can send the reservation fax to the correct number but send the cancellation fax to the wrong number I have booked several trips through Expedia and have never have this problemExpedia speak of a refund policy but what is the cancellation policy? Do you receive a confirmation email regarding reservations and cancellations? I am very unhappy with this treatment that I am getting
To Whom It May Concern:I have NOT RECEIVED a refund! I only received a $106, not a refund in full nor availability to re-use the ticket as promised via EmailSincerely, [redacted] Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] Again, attached is response from [redacted] Mr [redacted] ,first my apologies if I have misspelled your name as this is how it was given me by Ms [redacted] (writing not in capital letter her last name as so is showing professionally yet officially on Emails to customers).Secondly, I would like to present you her letter to me from April 9th, 2015, which she denies she wrote nor has.Dear Ms [redacted] , Thank you for flying with [redacted] ! As per our conversation with the travel agent this email is to inform you about the conditions of the rebooking of your ticketAll the details are already confirmed by Expedia after checking with youOur supervisor exceptionally allowed you to change the date of travel without paying penalty as long as ticket is exchanged within ticket validityThat is until the 12-th of March The new flights should be flown by that time Whenever you are ready to travel please contact Expedia again, inform them about new datesThey will be able to check the price for youAll they need from us is a waiver code to be able to process transaction on their sideYou do not need to call us anymoreExpedia will be able to take care of all the changes Best regards, [redacted] Customer Service Center USA [redacted] Reservation USA: [redacted] comwww[redacted] .com "As for third point I have spend endless hours on the phone, mostly on hold, with [redacted] trying to proceed with the above mentioned option to use my unused previous ticket from April 10th, but like with a magic stick nobody know anything about it even with the above clear documentation.After literally hours and hours and days I might add, I was promised refund of the ticket insteadI have received $106.04, does that seem like a refund to you for a ticket over $1,000? [redacted] told me that I must have specifically spoken to you, in which case please pay attention to your own words and since all the conversations are recorder for customer learning purposes, please rewind some for you as you promised (and/or other manager if [redacted] is blaming only you) to refund the rest of the ticket to the card it has been purchased withI have not received any.I have several times mentioned that I'm willing to pay a difference between a ticket purchased then and now if needed, but I will not buy a new ticket for a full price again especially not with your [redacted] if treated this way.Please, either comply with [redacted] letter and/or with your promise of full refund to this matterI appreciate IMMEDIATE resolution as it's ruining my plans of travel and travel datesI have already been forced to report you to Revdex.com, but I will have to take matters to even higher levels if necessaryI hope you will give it a deep consideration and also please advise your employee to stop laughing out loud at the customer in the back on of the phoneThank you in advance and I'm looking forward your response.Sincerely, [redacted] @gmail.comP.SThe unprofessionalism on [redacted] part has truly shocked meBesides hanging up me, laughing with others and putting me on hold thinking I didn't hear it first, I'm stunnedMy manager would have a serious talk with me if consequences of my actions would not be even punishable much harsher Reply Forward [redacted] < [redacted] @gmail.com> Jul (days ago)to [redacted] I will NOT accept your E-mail saying that you will NOT refund my original ticket NOR let me re-use itAGAIN, I'm sending you an E-mail I have received confirming the ability to use it up to March 12, I have already submitted my correspondence with you and Ms [redacted] to the court and will let you know when you will need to appear in person and/or how you will have to respond to themThis action wouldn't be necessary if your company would comply with a written promise to mePlease take this action seriously as you left me no other option.As per Ms***, I have a right to re-use the ticket! Have no idea why you are changing the rule after she made it clear in writing!Sincerely, [redacted] ---------- Forwarded message ----------From: [redacted] < [redacted] @gmail.com>Date: Tue, Jul 21, at 3:PMSubject: To Mr [redacted] (Please execuse if spelling is incorrect)To: [redacted] @ [redacted] .comMr [redacted] ,first my apologies if I have misspelled your name as this is how it was given me by Ms [redacted] (writing not in capital letter her last name as so is showing professionally yet officially on Emails to customers).Secondly, I would like to present you her letter to me from April 9th, 2015, which she denies she wrote nor has.Dear Ms [redacted] , Thank you for flying with [redacted] ! As per our conversation with the travel agent this email is to inform you about the conditions of the rebooking of your ticketAll the details are already confirmed by Expedia after checking with youOur supervisor exceptionally allowed you to change the date of travel without paying penalty as long as ticket is exchanged within ticket validityThat is until the 12-th of March The new flights should be flown by that time Whenever you are ready to travel please contact Expedia again, inform them about new datesThey will be able to check the price for youAll they need from us is a waiver code to be able to process transaction on their sideYou do not need to call us anymoreExpedia will be able to take care of all the changes Best regards, [redacted] Customer Service Center USA*** [redacted] Reservation USA: [redacted] @ [redacted] .comwww[redacted] .com "As for third point I have spend endless hours on the phone, mostly on hold, with [redacted] trying to proceed with the above mentioned option to use my unused previous ticket from April 10th, but like with a magic stick nobody know anything about it even with the above clear documentation.After literally hours and hours and days I might add, I was promised refund of the ticket insteadI have received $106.04, does that seem like a refund to you for a ticket over $1,000? [redacted] told me that I must have specifically spoken to you, in which case please pay attention to your own words and since all the conversations are recorder for customer learning purposes, please rewind some for you as you promised (and/or other manager if [redacted] is blaming only you) to refund the rest of the ticket to the card it has been purchased withI have not received any.I have several times mentioned that I'm willing to pay a difference between a ticket purchased then and now if needed, but I will not buy a new ticket for a full price again especially not with your [redacted] if treated this way.Please, either comply with [redacted] letter and/or with your promise of full refund to this matterI appreciate IMMEDIATE resolution as it's ruining my plans of travel and travel datesI have already been forced to report you to Revdex.com, but I will have to take matters to even higher levels if necessaryI hope you will give it a deep consideration and also please advise your employee to stop laughing out loud at the customer in the back on of the phoneThank you in advance and I'm looking forward your response.Sincerely, [redacted] gmail.comP.SThe unprofessionalism on [redacted] part has truly shocked meBesides hanging up me, laughing with others and putting me on hold thinking I didn't hear it first, I'm stunnedMy manager would have a serious talk with me if consequences of my actions would not be even punishable much harsherReply Forward [redacted] < [redacted] @gmail.com> 5:AM (hours ago)to [redacted] .usa I have had to escalate my request to your headquartersPlease pay attention to your own Email promising me a ticket up to March 12, 2016.Sincerely, [redacted]
February 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 January 28, 2017, Mr [redacted] booked a one-night stay at the Howard J [redacted] from January 28, 2017, through January 29, According to Mr [redacted] complaint, he was subjected to dissatisfactory customer serviceHe stated that a new account was created for him during booking although he already had an active accountHe requested that all of the points that he had accumulated over the years be restored by combining his accounts and that someone contact him We have reviewed our records and based on our documentation, we spoke with his regarding the matter on January 28, The representative who assisted him with booking, misspelled Mr [redacted] email address and created a new account as a resultOur notes mention that we offered compensation but, Mr [redacted] disconnected the callOn February 7, 2017, we attempted to reach Mr [redacted] via telephone unsuccessfully Please offer our apologies for the inconveniences and frustrations that Mr [redacted] has encounteredIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr [redacted] feels Expedia has done so 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
June 25, 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 hotel reservationOur records indicate on December 11, 2014, the customer booked a package reservation which included a flight reservation along with a hotelAccommodations were at the [redacted] All Inclusive from May 13, 2015, to May 23, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified the customer contacted Expedia stating that upon her arrival at the hotel, the hotel had been closedExpedia was unaware of this situation and after further investigation it appears no-one was informed by [redacted] according to website reportsWe ask the customer to please accept our apologies in regards to their recent experienceExpedia strives to provide a high level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as wellOn May 28, 2015, the customer contacted Expedia and was offered a $Travel Coupon which was provided to Ms [redacted] accountIt is documented that she accepted the compensationAs the hotel stay was fully utilized and we cannot find any error on Expedia’s part, we are unable to issue additional compensationWe 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
June 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our 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 Expedia exchange the flight datesOn May 17, 2016, we received the receipt of the Revdex.com complaint Our records reflect on September 27, 2015, the customer self-booked a package reservation for [redacted] ***, [redacted] and [redacted] ***, using Expedia.com Travel was on United Airlines, departing April 16, 2016, from StLouis, Missouri to Boston, Massachusetts; returning on April 19, 2016, from Boston, Massachusetts to StLouis, MissouriThe hotel stay at the Boston Hotel Buckminster, chedate April 16, 2016, check-out date April 19, Also included is the travel protectionThe customer is stating, they had to cancel the reservation and were advised of a flight creditThe customer is stating that they have contacted Expedia several times to rebook using the flight credit; however the new tickets have not been confirmed Upon further researching this matter, we can confirm on May 15, 2016, the customer contacted Expedia, wanting to rebook using the flight credit for only [redacted] and [redacted] ***The customer wanted the new dates for May 24, 2016, from StLouis, Missouri to Pensacola, Florida; returning on May 29, 2016, from Pensacola, Florida to StLouis, MissouriOur agent advised the customer the change fee would be $per person and any fare differenceThe customer understood and agreed to the fare amount While processing the exchange, our agent encountered an error and was able to place a temporary hold on the new ticketsOur agent advised the customer Expedia would contact him once the tickets were booked and confirmed On May 16, 2016, the customer contacted Expedia, inquiring about the new flightOur agent advised, the tickets were not booked as the price was now higher and needed to charge the customer the higher priceThe customer declined to pay the higher amount and requested a supervisorOur agent transferred the customer to a supervisor; however the customer was no longer on the lineOur supervisor did contact the customer; however only received a voice message The supervisor did leave a voice message for the customer advising to contact Expedia back On May 19, 2016, the customer contacted Expedia, requesting that we cover the additional amount for the higher fare priceOur agent was able to cover the additional amount and rebooked the new dates for May 24, 2016, from StLouis, Missouri to Pensacola, Florida with United Airlines; returning on May 29, 2016, from Pensacola, Florida to StLouis, Missouri with American Airlines In reviewing the account for the customer, Expedia can confirm the flight credit for [redacted] and [redacted] were used for the new flight dates for May 24, 2016, from StLouis, Missouri to Pensacola, Florida with United Airlines; returning on May 29, 2016, from Pensacola, Florida to StLouis, Missouri with American Airlines Since the issue was resolved on May 19, via our Expedia Customer Support Center, we consider this matter as closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: Again, I believe what they are saying is not true I believe Expedia DOES NOT makes every effort to ensure that their customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing If you like I can provide another screen shot of the next page after you click on continue It will show the same guarantee which you can click on for details and it clearly states, "After hours standard cancellation policies apply." Which indicates that the details contained in the cancellation policy only need to be reviewed if you are concerned about cancelling after the hours Honestly, what good does the hr cancellation guarantee do for ANYONE, if when you do cancel, you are charged a large cancellation fee I needed to check a few more details before I finalized my trip, but they enticed me with no risk guarantee When I found out the date would not work I had to cancel Since Expedia is a third party(selling airline travel and hotels), and they are unable to make this promise (or guarantee), then perhaps they should not make it If they are claiming they have fine print somewhere taking this guarantee away, then I believe most reasonable people would find this dishonest or disingenuous Sincerely, [redacted] ***
October 3, 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 August 24, 2016, [redacted] booked roundtrip flights from Medford, Oregon to Cabo San Lucas for travel January 15, 2017, through January 29, We understand from Ms [redacted] ’s complaint that she was charged for this booking but, she never provided the credit card number or the three digit security codeMs [redacted] says that she received her billing statement she discovered that she was chargedMs [redacted] also stated that she contacted our office and was informed that she booked the flights and that we were unable to offer a refund as a resultShe is now requesting a refund of $ We have reviewed Ms [redacted] ’s complaint and confirmed that she contacted our office on September 14, 2016, and stated that she did not book this reservationWe advised that a cancellation would not result in a refund, but she would receive an airline credit equal to the amount paid for each ticketWe advised that as Ms [redacted] acted on her own behalf as the travel arranger, she agreed to the Terms and Conditions of the bookingPlease note that 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 providersAmerican 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 does not have the ability to process a charge without the customer providing their credit card informationThe security code is not recorded so we cannot store it for a future purchaseWe hope you understand we must adhere to the policies dictated by the airlines 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 23, 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 hotel refund requestOn September 18, 2017, [redacted] self-booked two hotel room reservations onlineThe travel start date was October 14, and check-out date was set for October 16, [redacted] paid $by card (debit or credit card) and $using 35,Expedia pointsOn October 14th, the customer contacted Expedia by phone and then submitted his complaint through the Revdex.com claiming Expedia was at fault for booking Smoking roomsThe person at the hotel who has the ability to authorize refunds was not availableOn October 17th, Expedia was able to reach the hotel manager and was authorized to refund the customer one night of each of the two roomsThe amount authorized to be refunded was $per room (total $190.90) [redacted] was refunded the full amount he paid by card of $and was returned Expedia points [redacted] claims the Expedia system somehow booked smoking rooms instead of non-smoking rooms [redacted] is asking for $in compensation which he mentioned is the amount he paid for two non-smoking rooms at a different hotelUpon researching the customer’s complaint, we can confirm that [redacted] selected smoking roomsWhether the customer knowingly booked the room is unknownHowever, the room types he selected on September 18, 2017, was refundable until 4:PM local hotel time, Friday, October 13, This means [redacted] had approximately a month to cancel with a full refund if neededExpedia suggests that customer review the itinerary to make any corrections such as the issue [redacted] encounteredExpedia never changed the room typeAs you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotelsWe are unable to change rules imposed by the hotel or provide credit for the lost value of the bookingWe do regret any inconvenience [redacted] has encountered in resolving this matterBased on the information provided above, Expedia considers this matter closedSincerely, Daniel A [redacted] Tier Customer Service
March 15, 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 We understand form Mr [redacted] ’s complaint that he is unhappy with Expedia’s VIP programVIP Access is Expedia's premium hotel network that provides a special benefit to elite customers.Based on availability and their rewards status, elite customers receive certain +VIP benefitsMr [redacted] feels that we should be able to provide details of each amenity that is offered under each hotel associated with the program Members get exclusive prices and special deals on +VIP Access hotelsExpedia+ silver and gold members get even more bonus Expedia+ points just for booking a +VIP Access hotelSpecial amenities and services at select hotels, such as: - Free Parking - Spa Credits - Complimentary Food and Drink - Upgraded in-room Entertainment - Priority Che However, Expedia offers travel deals from time to time, which usually last for up to hoursIn addition, rates and availabilities are constantly changingThus, we cannot guarantee you will get the lowest/offered deal unless purchased and reserved 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
June 27, 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
September 21, 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
June 1, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: 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.Our records confirm that on March 20, the customer called customer service and canceled her hotel reservationDuring the call the agent successfully canceled Ms [redacted] ’s hotel reservation and processed a refund of $to the customers original form of paymentIf Ms [redacted] does not see the refund we advise that she contact her banking institution.Due to the flights being booked with Ethiopian Airlines Low Cost Carrier Expedia does not have access to the customers ticketsIf Ms [redacted] requests to change or cancel or use credit associated with the reservation we advise that she contact the airline directlyThis information was also provided in the terms and conditions prior to booking the reservation.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
October 14, 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 case ID [redacted] ) regarding Best Price Guarantee submissionsOn October 14, 2016, Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refundsIn addition, the customer’s $Expedia Travel Coupon will be added to their account within to weeks after the qualifying travel itinerary has been completedWe apologize for any inconvenience the delay may have causedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
May 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Mr [redacted] has stated he was charged for a reservation that he did not process on the Expedia.com website On May 18, 2015, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaint Our records indicate Mr [redacted] or an authorized user created a single use account on Expedia.com using the email address [redacted] @ [redacted] .comThere are no saved or booked itineraries in this accountDuring our call with Mr [redacted] , we attempted to search for any account activity using his profile information but we were unable to identify any booking processed on Expedia.com with the provided information Mr [redacted] was unable to confirm the credit card number associated with the charges; therefore, we were unable to research furtherWe regret Mr [redacted] ’ experience with Expedia is not as we would have hopedAt this time, we are not reflecting any charges by Expedia and unable to honor a request for a refund We encourage Mr [redacted] to pursue this matter further with his financial institution, who may then advocate further on his behalf by filing the appropriate notifications to ExpediaWe 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 usSincerely, [redacted] ***Tier Customer Service
October 10, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our 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 reservationOn October 10, 2016, Expedia processed a one-time courtesy refund in the amount of $back to the customer’s original form of payment This amount represents the total charge indicated on the billing screenIf the customer has additional charges incurred, we request that they submit them through the Revdex.com website and we will review them upon receiptThe time it takes to post the refund to the customer’s account depends on how quickly their 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
May 30, 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 customer service issues We understand from Ms***’s complaint, after the failed attempts to resolve and car reservation issue encountered with customer service, no proper resolution was providedMs [redacted] is requesting a partial refund of account points for poor customer service received Upon researching the customer’s complaint, our records show on May 11, 2016, Ms [redacted] contacted customer service regarding her Budget car reservation in which the wrong vehicle was providedFurther research shows, Budget was contacted but was not able to provide any details about the car reservation Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a courtesy a $Expedia Travel coupon was places on the customer’s account to be use for future travelAs compensation has been provided and the issue resolved to Ms***’s desired outcome, Expedia considers this matter closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I did not purchase a ticket with [redacted] , nor submitted any of my credit card to themThe purchase relationship was with EXPEDIASomething failed in the communication between Expedia and [redacted] that duplicated the bookingI expect EXPEDIA to take responsibility and work with [redacted] their partner to resolve this situation Sincerely, [redacted] ***
June 21, 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
Complaint: [redacted] I am rejecting this response because: Expedia's response is a complete contradiction of the airline, how they are responding to their customers who are experiencing the same cancellations and how their competitors are respondingExpedia noted that it would take up to weeksI followed up with the airline (EA) and the airline said they processed the refund immediately the day I called Expedia while Expedia put me on hold while speaking with the airlineThe airline's feedback in my followup on the conversation with Expedia was the timing of weeks given was inaccurateAlso, I had several friends book the same flights with Expedia and with PricelineFor some of Expedia's customers with the same issue, they processed the refund immediatelyFor the peer who purchased the airline flight cancellation with Priceline, their refund was processed within hoursTherefore, I can only conclude that Expedia is not consistently resolving the issueI booked with Expedia therefore I expect Expedia to refund me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I was informed by a supervisor that after my last trip to Long Island I could call in and they would erase all the guest accounts that utilized the address [redacted] That way the permanent account that makes use of [redacted] would workNow they are changing their story because they do not want to take the time and effort to correct a mistake that is due to a design flaw in their systemI have many years of experience in the IT industry and I know this problem can be solved as I have worked for major world class financial institutions The Revdex.com should not tolerate such nonsense from ExpediaWhat if other users forget to log in to their permanent account using their standard email address but use a guest account themselves and enter in their standard email address? They will be faced with the same problem I have and will be very inconvenienced to have to use a new email addressThis is customer service at its worst and the Revdex.com should lower their rating if they refuse to fix the error It's hard to believe that a multinational company such as Expedia will not put in the time and effort to fix such a simple problemIf you notice, no one from their IT division answered this issueI can never get past customer service representatives to speak to someone in the IT departmentThey make the ridiculous claim that there is no IT department to talk to: Obviously this is because given the complexity of their operations there have to be database experts and system administrators who work behind the scene to ensure smooth technical operationsThese are the staff members who can fix this problemI was promised by a customer service representative that someone from their IT team would call me but they never didThey claimed they did not have my phone number even though that would be easy to find out given that I have booked many flights with Expedia so they have my cell number on handVery irresponsible and irritating I would ask the Revdex.com to publish my plight publicly so that the public knows how Expedia mistreats its customersI now have to call in and manually book a flight on the phone if I want to use my permanent account since I cannot do so onlineThe java error I submitted with this complaint is proof that there is a problem on their end and the Revdex.com should take note of that and inform the public accordingly Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] The issue regarding the was resolved on January 9th The issue regarding the other fees was not That reflected negatively on me at the bank and it was not even my fault The cancellation was not completed on Expedia end because they send the cancellation fax to the wrong number I am puzzled that you can send the reservation fax to the correct number but send the cancellation fax to the wrong number I have booked several trips through Expedia and have never have this problemExpedia speak of a refund policy but what is the cancellation policy? Do you receive a confirmation email regarding reservations and cancellations? I am very unhappy with this treatment that I am getting
To Whom It May Concern:I have NOT RECEIVED a refund! I only received a $106, not a refund in full nor availability to re-use the ticket as promised via EmailSincerely, [redacted] Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] Again, attached is response from [redacted] Mr [redacted] ,first my apologies if I have misspelled your name as this is how it was given me by Ms [redacted] (writing not in capital letter her last name as so is showing professionally yet officially on Emails to customers).Secondly, I would like to present you her letter to me from April 9th, 2015, which she denies she wrote nor has.Dear Ms [redacted] , Thank you for flying with [redacted] ! As per our conversation with the travel agent this email is to inform you about the conditions of the rebooking of your ticketAll the details are already confirmed by Expedia after checking with youOur supervisor exceptionally allowed you to change the date of travel without paying penalty as long as ticket is exchanged within ticket validityThat is until the 12-th of March The new flights should be flown by that time Whenever you are ready to travel please contact Expedia again, inform them about new datesThey will be able to check the price for youAll they need from us is a waiver code to be able to process transaction on their sideYou do not need to call us anymoreExpedia will be able to take care of all the changes Best regards, [redacted] Customer Service Center USA [redacted] Reservation USA: [redacted] comwww[redacted] .com "As for third point I have spend endless hours on the phone, mostly on hold, with [redacted] trying to proceed with the above mentioned option to use my unused previous ticket from April 10th, but like with a magic stick nobody know anything about it even with the above clear documentation.After literally hours and hours and days I might add, I was promised refund of the ticket insteadI have received $106.04, does that seem like a refund to you for a ticket over $1,000? [redacted] told me that I must have specifically spoken to you, in which case please pay attention to your own words and since all the conversations are recorder for customer learning purposes, please rewind some for you as you promised (and/or other manager if [redacted] is blaming only you) to refund the rest of the ticket to the card it has been purchased withI have not received any.I have several times mentioned that I'm willing to pay a difference between a ticket purchased then and now if needed, but I will not buy a new ticket for a full price again especially not with your [redacted] if treated this way.Please, either comply with [redacted] letter and/or with your promise of full refund to this matterI appreciate IMMEDIATE resolution as it's ruining my plans of travel and travel datesI have already been forced to report you to Revdex.com, but I will have to take matters to even higher levels if necessaryI hope you will give it a deep consideration and also please advise your employee to stop laughing out loud at the customer in the back on of the phoneThank you in advance and I'm looking forward your response.Sincerely, [redacted] @gmail.comP.SThe unprofessionalism on [redacted] part has truly shocked meBesides hanging up me, laughing with others and putting me on hold thinking I didn't hear it first, I'm stunnedMy manager would have a serious talk with me if consequences of my actions would not be even punishable much harsher Reply Forward [redacted] < [redacted] @gmail.com> Jul (days ago)to [redacted] I will NOT accept your E-mail saying that you will NOT refund my original ticket NOR let me re-use itAGAIN, I'm sending you an E-mail I have received confirming the ability to use it up to March 12, I have already submitted my correspondence with you and Ms [redacted] to the court and will let you know when you will need to appear in person and/or how you will have to respond to themThis action wouldn't be necessary if your company would comply with a written promise to mePlease take this action seriously as you left me no other option.As per Ms***, I have a right to re-use the ticket! Have no idea why you are changing the rule after she made it clear in writing!Sincerely, [redacted] ---------- Forwarded message ----------From: [redacted] < [redacted] @gmail.com>Date: Tue, Jul 21, at 3:PMSubject: To Mr [redacted] (Please execuse if spelling is incorrect)To: [redacted] @ [redacted] .comMr [redacted] ,first my apologies if I have misspelled your name as this is how it was given me by Ms [redacted] (writing not in capital letter her last name as so is showing professionally yet officially on Emails to customers).Secondly, I would like to present you her letter to me from April 9th, 2015, which she denies she wrote nor has.Dear Ms [redacted] , Thank you for flying with [redacted] ! As per our conversation with the travel agent this email is to inform you about the conditions of the rebooking of your ticketAll the details are already confirmed by Expedia after checking with youOur supervisor exceptionally allowed you to change the date of travel without paying penalty as long as ticket is exchanged within ticket validityThat is until the 12-th of March The new flights should be flown by that time Whenever you are ready to travel please contact Expedia again, inform them about new datesThey will be able to check the price for youAll they need from us is a waiver code to be able to process transaction on their sideYou do not need to call us anymoreExpedia will be able to take care of all the changes Best regards, [redacted] Customer Service Center USA*** [redacted] Reservation USA: [redacted] @ [redacted] .comwww[redacted] .com "As for third point I have spend endless hours on the phone, mostly on hold, with [redacted] trying to proceed with the above mentioned option to use my unused previous ticket from April 10th, but like with a magic stick nobody know anything about it even with the above clear documentation.After literally hours and hours and days I might add, I was promised refund of the ticket insteadI have received $106.04, does that seem like a refund to you for a ticket over $1,000? [redacted] told me that I must have specifically spoken to you, in which case please pay attention to your own words and since all the conversations are recorder for customer learning purposes, please rewind some for you as you promised (and/or other manager if [redacted] is blaming only you) to refund the rest of the ticket to the card it has been purchased withI have not received any.I have several times mentioned that I'm willing to pay a difference between a ticket purchased then and now if needed, but I will not buy a new ticket for a full price again especially not with your [redacted] if treated this way.Please, either comply with [redacted] letter and/or with your promise of full refund to this matterI appreciate IMMEDIATE resolution as it's ruining my plans of travel and travel datesI have already been forced to report you to Revdex.com, but I will have to take matters to even higher levels if necessaryI hope you will give it a deep consideration and also please advise your employee to stop laughing out loud at the customer in the back on of the phoneThank you in advance and I'm looking forward your response.Sincerely, [redacted] gmail.comP.SThe unprofessionalism on [redacted] part has truly shocked meBesides hanging up me, laughing with others and putting me on hold thinking I didn't hear it first, I'm stunnedMy manager would have a serious talk with me if consequences of my actions would not be even punishable much harsherReply Forward [redacted] < [redacted] @gmail.com> 5:AM (hours ago)to [redacted] .usa I have had to escalate my request to your headquartersPlease pay attention to your own Email promising me a ticket up to March 12, 2016.Sincerely, [redacted]
February 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 January 28, 2017, Mr [redacted] booked a one-night stay at the Howard J [redacted] from January 28, 2017, through January 29, According to Mr [redacted] complaint, he was subjected to dissatisfactory customer serviceHe stated that a new account was created for him during booking although he already had an active accountHe requested that all of the points that he had accumulated over the years be restored by combining his accounts and that someone contact him We have reviewed our records and based on our documentation, we spoke with his regarding the matter on January 28, The representative who assisted him with booking, misspelled Mr [redacted] email address and created a new account as a resultOur notes mention that we offered compensation but, Mr [redacted] disconnected the callOn February 7, 2017, we attempted to reach Mr [redacted] via telephone unsuccessfully Please offer our apologies for the inconveniences and frustrations that Mr [redacted] has encounteredIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr [redacted] feels Expedia has done so 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
June 25, 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 hotel reservationOur records indicate on December 11, 2014, the customer booked a package reservation which included a flight reservation along with a hotelAccommodations were at the [redacted] All Inclusive from May 13, 2015, to May 23, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified the customer contacted Expedia stating that upon her arrival at the hotel, the hotel had been closedExpedia was unaware of this situation and after further investigation it appears no-one was informed by [redacted] according to website reportsWe ask the customer to please accept our apologies in regards to their recent experienceExpedia strives to provide a high level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as wellOn May 28, 2015, the customer contacted Expedia and was offered a $Travel Coupon which was provided to Ms [redacted] accountIt is documented that she accepted the compensationAs the hotel stay was fully utilized and we cannot find any error on Expedia’s part, we are unable to issue additional compensationWe 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
June 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our 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 Expedia exchange the flight datesOn May 17, 2016, we received the receipt of the Revdex.com complaint Our records reflect on September 27, 2015, the customer self-booked a package reservation for [redacted] ***, [redacted] and [redacted] ***, using Expedia.com Travel was on United Airlines, departing April 16, 2016, from StLouis, Missouri to Boston, Massachusetts; returning on April 19, 2016, from Boston, Massachusetts to StLouis, MissouriThe hotel stay at the Boston Hotel Buckminster, chedate April 16, 2016, check-out date April 19, Also included is the travel protectionThe customer is stating, they had to cancel the reservation and were advised of a flight creditThe customer is stating that they have contacted Expedia several times to rebook using the flight credit; however the new tickets have not been confirmed Upon further researching this matter, we can confirm on May 15, 2016, the customer contacted Expedia, wanting to rebook using the flight credit for only [redacted] and [redacted] ***The customer wanted the new dates for May 24, 2016, from StLouis, Missouri to Pensacola, Florida; returning on May 29, 2016, from Pensacola, Florida to StLouis, MissouriOur agent advised the customer the change fee would be $per person and any fare differenceThe customer understood and agreed to the fare amount While processing the exchange, our agent encountered an error and was able to place a temporary hold on the new ticketsOur agent advised the customer Expedia would contact him once the tickets were booked and confirmed On May 16, 2016, the customer contacted Expedia, inquiring about the new flightOur agent advised, the tickets were not booked as the price was now higher and needed to charge the customer the higher priceThe customer declined to pay the higher amount and requested a supervisorOur agent transferred the customer to a supervisor; however the customer was no longer on the lineOur supervisor did contact the customer; however only received a voice message The supervisor did leave a voice message for the customer advising to contact Expedia back On May 19, 2016, the customer contacted Expedia, requesting that we cover the additional amount for the higher fare priceOur agent was able to cover the additional amount and rebooked the new dates for May 24, 2016, from StLouis, Missouri to Pensacola, Florida with United Airlines; returning on May 29, 2016, from Pensacola, Florida to StLouis, Missouri with American Airlines In reviewing the account for the customer, Expedia can confirm the flight credit for [redacted] and [redacted] were used for the new flight dates for May 24, 2016, from StLouis, Missouri to Pensacola, Florida with United Airlines; returning on May 29, 2016, from Pensacola, Florida to StLouis, Missouri with American Airlines Since the issue was resolved on May 19, via our Expedia Customer Support Center, we consider this matter as closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: Again, I believe what they are saying is not true I believe Expedia DOES NOT makes every effort to ensure that their customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing If you like I can provide another screen shot of the next page after you click on continue It will show the same guarantee which you can click on for details and it clearly states, "After hours standard cancellation policies apply." Which indicates that the details contained in the cancellation policy only need to be reviewed if you are concerned about cancelling after the hours Honestly, what good does the hr cancellation guarantee do for ANYONE, if when you do cancel, you are charged a large cancellation fee I needed to check a few more details before I finalized my trip, but they enticed me with no risk guarantee When I found out the date would not work I had to cancel Since Expedia is a third party(selling airline travel and hotels), and they are unable to make this promise (or guarantee), then perhaps they should not make it If they are claiming they have fine print somewhere taking this guarantee away, then I believe most reasonable people would find this dishonest or disingenuous Sincerely, [redacted] ***
October 3, 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 August 24, 2016, [redacted] booked roundtrip flights from Medford, Oregon to Cabo San Lucas for travel January 15, 2017, through January 29, We understand from Ms [redacted] ’s complaint that she was charged for this booking but, she never provided the credit card number or the three digit security codeMs [redacted] says that she received her billing statement she discovered that she was chargedMs [redacted] also stated that she contacted our office and was informed that she booked the flights and that we were unable to offer a refund as a resultShe is now requesting a refund of $ We have reviewed Ms [redacted] ’s complaint and confirmed that she contacted our office on September 14, 2016, and stated that she did not book this reservationWe advised that a cancellation would not result in a refund, but she would receive an airline credit equal to the amount paid for each ticketWe advised that as Ms [redacted] acted on her own behalf as the travel arranger, she agreed to the Terms and Conditions of the bookingPlease note that 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 providersAmerican 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 does not have the ability to process a charge without the customer providing their credit card informationThe security code is not recorded so we cannot store it for a future purchaseWe hope you understand we must adhere to the policies dictated by the airlines 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 23, 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 hotel refund requestOn September 18, 2017, [redacted] self-booked two hotel room reservations onlineThe travel start date was October 14, and check-out date was set for October 16, [redacted] paid $by card (debit or credit card) and $using 35,Expedia pointsOn October 14th, the customer contacted Expedia by phone and then submitted his complaint through the Revdex.com claiming Expedia was at fault for booking Smoking roomsThe person at the hotel who has the ability to authorize refunds was not availableOn October 17th, Expedia was able to reach the hotel manager and was authorized to refund the customer one night of each of the two roomsThe amount authorized to be refunded was $per room (total $190.90) [redacted] was refunded the full amount he paid by card of $and was returned Expedia points [redacted] claims the Expedia system somehow booked smoking rooms instead of non-smoking rooms [redacted] is asking for $in compensation which he mentioned is the amount he paid for two non-smoking rooms at a different hotelUpon researching the customer’s complaint, we can confirm that [redacted] selected smoking roomsWhether the customer knowingly booked the room is unknownHowever, the room types he selected on September 18, 2017, was refundable until 4:PM local hotel time, Friday, October 13, This means [redacted] had approximately a month to cancel with a full refund if neededExpedia suggests that customer review the itinerary to make any corrections such as the issue [redacted] encounteredExpedia never changed the room typeAs you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotelsWe are unable to change rules imposed by the hotel or provide credit for the lost value of the bookingWe do regret any inconvenience [redacted] has encountered in resolving this matterBased on the information provided above, Expedia considers this matter closedSincerely, Daniel A [redacted] Tier Customer Service
March 15, 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 We understand form Mr [redacted] ’s complaint that he is unhappy with Expedia’s VIP programVIP Access is Expedia's premium hotel network that provides a special benefit to elite customers.Based on availability and their rewards status, elite customers receive certain +VIP benefitsMr [redacted] feels that we should be able to provide details of each amenity that is offered under each hotel associated with the program Members get exclusive prices and special deals on +VIP Access hotelsExpedia+ silver and gold members get even more bonus Expedia+ points just for booking a +VIP Access hotelSpecial amenities and services at select hotels, such as: - Free Parking - Spa Credits - Complimentary Food and Drink - Upgraded in-room Entertainment - Priority Che However, Expedia offers travel deals from time to time, which usually last for up to hoursIn addition, rates and availabilities are constantly changingThus, we cannot guarantee you will get the lowest/offered deal unless purchased and reserved 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
June 27, 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
September 21, 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
June 1, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: 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.Our records confirm that on March 20, the customer called customer service and canceled her hotel reservationDuring the call the agent successfully canceled Ms [redacted] ’s hotel reservation and processed a refund of $to the customers original form of paymentIf Ms [redacted] does not see the refund we advise that she contact her banking institution.Due to the flights being booked with Ethiopian Airlines Low Cost Carrier Expedia does not have access to the customers ticketsIf Ms [redacted] requests to change or cancel or use credit associated with the reservation we advise that she contact the airline directlyThis information was also provided in the terms and conditions prior to booking the reservation.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
October 14, 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 case ID [redacted] ) regarding Best Price Guarantee submissionsOn October 14, 2016, Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refundsIn addition, the customer’s $Expedia Travel Coupon will be added to their account within to weeks after the qualifying travel itinerary has been completedWe apologize for any inconvenience the delay may have causedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
May 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Mr [redacted] has stated he was charged for a reservation that he did not process on the Expedia.com website On May 18, 2015, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaint Our records indicate Mr [redacted] or an authorized user created a single use account on Expedia.com using the email address [redacted] @ [redacted] .comThere are no saved or booked itineraries in this accountDuring our call with Mr [redacted] , we attempted to search for any account activity using his profile information but we were unable to identify any booking processed on Expedia.com with the provided information Mr [redacted] was unable to confirm the credit card number associated with the charges; therefore, we were unable to research furtherWe regret Mr [redacted] ’ experience with Expedia is not as we would have hopedAt this time, we are not reflecting any charges by Expedia and unable to honor a request for a refund We encourage Mr [redacted] to pursue this matter further with his financial institution, who may then advocate further on his behalf by filing the appropriate notifications to ExpediaWe 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 usSincerely, [redacted] ***Tier Customer Service
October 10, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our 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 reservationOn October 10, 2016, Expedia processed a one-time courtesy refund in the amount of $back to the customer’s original form of payment This amount represents the total charge indicated on the billing screenIf the customer has additional charges incurred, we request that they submit them through the Revdex.com website and we will review them upon receiptThe time it takes to post the refund to the customer’s account depends on how quickly their 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