June 22, 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 car reservation refund requestOur records show on November 20, 2015, Ms [redacted] self-booked an Expedia.com package reservation which included a car rental via booking number [redacted] , with a vehicle pick up date of May 27, in the amount of $for the car rental aloneWe understand from Mr***’s complaint, she was not aware that a credit card was necessary to pick up the vehicle at the car rental locationThe customer is requesting a refund of the additional amount billed by the car rental company due to Expedia not providing information regarding needing a credit cardUpon researching the customer’s complaint, we can confirm as of June 9, 2016, when Ms [redacted] brought this matter to our attention via social media, the case was researched and as a courtesy a refund in the amount of $was processed back to the original form of paymentExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved to Ms***’s desired outcome, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
March 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, 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 July 29, 2016, Mr [redacted] booked a six-night stay at the Dar Al Taqwa Hotel from June 18, 2017, through June 24, We understand from Mr [redacted] ’s complaint that he received a confirmation for this booking but, in early March of 2017, he received an email from the property that an error had been made regarding pricing and the new rate would be substantially higher than his original quoteMr [redacted] stated that he had contacted our office to address and had been informed that Expedia would honor the original price, but that he has not heard back from Expedia sinceHe is requesting that Expedia honor the original price and cover the increase Our records confirm that Expedia had reached out to the Dar Al Taqwa Hotel in early March and they advised that they were going to cancel the reservation because of a technical error that caused an incorrect rate to be generatedThey advised us that they were not willing to honor the original price After further review, we sent an email to Mr [redacted] on March 6, 2017, advising that we listened to the call between him and our representative and concluded that no error had been made on our endDuring the call, we confirmed that our representative informed that he would be contacting our liaison to determine what could be done, but did not agree to honor the price On Expedia.com, there are two types of hotels: those for which the customer pays Expedia directly, and those for which the customer pays the hotel directly For this booking the hotel was to collect from the customer upon arrivalPlease note that each of the companies with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to them 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
June29, BetterBusiness Bureau Alaska,Oregon & Western Washington ComplaintDepartment Re:Case ID O-***Revdex.comComplaint # [redacted] DearRevdex.com, Thankyou for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] ***We understand the customer wasable to follow the suggestion of our previous response and contact an Expediaagent for assistance in cancelling her plane reservationsAswe mentioned earlier, all flight bookings must be agent cancelled with theairlines and cannot be done online by customers We will allow the agent the customer spokewith the time to provide the support emails she is expecting and will beclosing out this case Weapologize to the customer for the inconvenience this situation has caused Again, we thank you for allowing us theopportunity to re-address the issues that were brought to our attentionAsthis matter has been resolved, we respectfully request the Revdex.com close this caseonce the customer reports the matter finalizedIf you have any further questions or concernsregarding this matter, please feel free to contact us Sincerely,RoseanneG*** Tier– Customer ServiceExpedia,Inc
July 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Case ID O- [redacted] Revdex.com Complaint # [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response and/or resolution offered As previously stated, our records reflect the hotel was sent the proper notifications Expedia received confirmation replies from the [redacted] in return The hotel did not, at any time, notify Expedia that they would not accommodate the customer’s itinerary, so as is procedure, Expedia sent confirmations to the customer Upon further research, it was verified on May 28, 2015, our Lodging Support Team did reach out to the [redacted] and reconfirmed that the reservation was valid and should be honoredHowever, the customer had already booked another reservation with the [redacted] Expedia does regret the inconvenience and frustration the circumstances caused our customer As the [redacted] is a vendor on our website, our Lodging Support Team was able to secure a refund for the difference paid On June 12, 2015, the [redacted] agreed to refund $of the fees paid by Ms [redacted] , back to her original form of paymentThe time it takes to post to her account depends on how quickly her credit card company processes refunds 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, Roseanne G [redacted] Tier – Customer Service Expedia, Inc
Revdex.com: Hello, thank you for your helpThe receipt for the new hotel is attachedTo be clear, I am accepting Expedia's response as a reasonable next step (asking for the receipt), NOT as the final resolutionAlso, just to be clear, I do not doubt that the refund was given for the hotels I won't be using - my complaint is about how I now must pay a higher rate for lesser accommodations (one bedroom rather than two)Thank you to Expedia for your response and to Revdex.com for your mediation of this matter Sincerely, [redacted]
January 8, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: 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 youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a previously processed refundWe understand [redacted] is asking for the full refund to be processed and a change of refund policy.A purchase request was made on December 27, 2017, for a flight and hotel package by [redacted] , for two passengers, for flights from Minneapolis to Montego Bay on February 10, 2018, returning on February 16, 2018, and a Room, King Bed, Balcony, Ocean View (Concierge Level) with the [redacted] River Resort, All Inclusive, [redacted] - Adults Only for six nights with check in on February 10, 2018, for $3,414.86.Our records show [redacted] requested to cancel and refund the entire hotel and flight package on December 27, in the amount of $ 3,Regrettably the refund was not processed on that first callOn January 3, [redacted] S [redacted] called back about the refund, and the full refund of $3,was processed that day [redacted] S [redacted] continued to contact us multiple times on January 4th and 5th, 2018, requesting the refund to be processed at a faster rateThe time required for this particular refund to post to the credit card statement for [redacted] S [redacted] will vary based on the processing time of the credit card company which processes the transactionExpedia.com is able to submit the request to the credit card company within one business dayHowever the work in processing and posting the transaction is that of the Credit Card Company, and Expedia.com is unable to comment on or change their timing or policiesWe regret that the process was not completed sooner on our side We have already provided [redacted] S [redacted] with a future travel voucher to book a hotel or hotel package in their Expedia.com account, which will be valid for up to a year, and up to $towards the purchase priceWe 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,Denise H [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: I was not offered any resolution other than a hostile retort This will be an unresolved complaint against Expedia At least other people may benefit from my negative experience Sincerely, [redacted]
October 12, Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc.regarding an issue from our customer Weappreciate the Revdex.com allowing us to address the comments and concerns which havebeen brought to our attention Expedia,Incis disheartened the customer felt their concerns were not resolvedadequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] and [redacted] (Revdex.com case number [redacted] ) regarding a refundrequest We understand the [redacted] are stating the hotel was not acceptable and they didn’t use their reservation.They are asking for a full refund On October12, we attempted to contact the customer to acknowledge receipt of theirRevdex.com complaintOur records indicate on July 6, the customer bookedreservations for two rooms at the [redacted] ***, Manzanillo, Mexico toarrive on July 11, checking out July 13, The customer is reporting the hotel grounds were not clean and presenteda health issue due to mosquitoes breeding in trash on the grounds and beach The cancellation policy agreed to by the customer at thetime of booking states:Cancellation and Change Policy:Refundable Cancellations orchanges made after 11:PM local hotel time, Friday, July 10, aresubject to a hotel fee equal to night(s) plus taxes and fees.Cancellations or changes made after chearesubject to a hotel fee equal to 100% of the total amount paid for thereservationOn October 12, Expedia contacted the [redacted] ***to advocate on behalf of the customer, asking for permission to refund the twobookings in fullThe hotel did not feel the complaint was accurate, but as acourtesy they approved a refund of one night for each reservation, retaining aone night cancellation penalty for each room On October 12, Expedia processed two refunds; $130.02for one night on Itinerary [redacted] and $ for [redacted] , backto the customer’s original form of paymentThe time it takes for the credits to be available in the customer’saccount depends upon how quickly their bank processes refunds Expedia.com serves as a third-party intermediary for hotelproviders and as such, we must abide by and enforce the terms and conditions,and decisions, set forth by our partnersAlthough we regret to hear that the hotel did not meet the customer’sexpectations, we are unable to offer any further refunds or compensation forthese reservations, in addition to the hotels approved one night refundsWe thank you for allowing us the opportunity to address theissues that were brought to our attentionIf you have any further questions or concerns regarding this matter,please feel free to contact us Sincerely, Roseanne G***Tier Customer Service
April 19, Revdex.com Central Ontario Complaint Department Re: Expedia for TD Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia for TD 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 for TD is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia for TD is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refundOn April 12, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 2, 2017, the customer self-booked a flight reservationTravel was on Egypt Air, departing January 10, 2017, from Toronto, Canada to Dubai; and returning on January 25, 2017, from Dubai to Toronto, Canada, via itinerary number [redacted] The customer is stating that she was charged an additional fee for a second baggage Upon further researching this matter, we can confirm on February 17, 2017, the customer contacted Expedia for TD via emailThe customer advised that she was charged an additional fee for a second baggageExpedia for TD replied to the customer that baggage fees are imposed by the airline In reviewing the account, during the booking and checkout path on our website, it was disclosed the fees for baggageThe information was provided to the customer on the itinerary confirmation; which states: pieces 23kg/50lbIf the customer’s baggage weight was more than the requirement the airline would impose a fee Expedia for TD 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 providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia for TD makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing We hope the customer understands Expedia for TD cannot honor the request for the refund or the compensation We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: First, the problem with getting the voucher is Expedia's faultExpedia has admitted that a site error is the reason I can't access the voucher informationTherefore, Expedia has a duty to ensure I am able to enjoy the activities that were sold to meExpedia could have done a number of things to rectify its errorThey could have re-booked the activities on its websites and given me new voucher numbersExpedia could have contacted the vendors directly and worked out some agreement with them to still allow me to go an the excursions and find some way to pay themI think either of these two options would have been what any reasonable person would expect a company similar to Expedia to do when an error like this occurs Instead customer service representatives talked to me like I was stupidThey tried to explain to me the process of getting the voucher information even after I told them that I was aware of how to do itThey argued with me when I said there was a problem on Expedia's websiteOne representative even told to restart my computer and said that should fix the problemExpedia customer service representatives are clearly not properly trainedEven the supervisor's suggestion that to refund and have me book myself shows the lack effort by Expedia to resolve their mistakesThey point of paying Expedia is to arrange activities through vendorsIf I have to do it myself, then what use is Expedia? Furthermore, Expedia hasn't even given me the websites or company names that I can book these activities with Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The emails from Expedia (attached) actually said 'There is not need to confirm your flight' In addition, it provides me will all sorts of info about passports, Visa and baggage charges, but nothing about an early cut off time to check in to the flight The airline had told me that the information about the chetime should be on my ticket Since the ticket was issued by Expedia, they should have been responsible for putting the information on the ticket Since I do not frequently fly internationally, and never before out of such a small airport as Syracuse, it did not occur to me that checkin would be closed so far before the flight At larger airports I might have needed an hour or more just to go through security and walk to the gate However, my flight held only a few passengers and getting to the gate took only a couple of minutes, so that much time is certainly not needed in this caseSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The issue with Expedia's response is that at no point, when making the reservation, was there any language presented to me that this fare cannot be changed All that was told to me is that this is a 'Special Fare' This has no meaning to me other than the fares were reduced They just said the fare was nonrefundable, names cannot be changed or tickets cannot be transferred If changes are made Expedia does not charge a fee, but the airline might Again, no mention that changes cannot be made That is my whole issue Where is the language? None was presented to me other than what I wrote on this response Sincerely, [redacted]
April 28, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 that Mr [redacted] , the son of the passenger Ms [redacted] , contacted Expedia on April 5, 2016, to utilize an airline credit with Jet BlueHe eventually reached a representative who assisted him with the bookingHe later discovered that the booking had been canceledHe later changed his request to a refund request We apologize for any inconvenience related to this issueIt is never Expedia's intent to mislead or to inconvenience our clients, and we are sorry if Mr [redacted] feels we have done so Upon further review, we can confirm that on April 14, 2016, a refund was issued in the amount of $958.36, to the original form of paymentRefunds like this usually take 3-business days to post We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
July 23, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is concerned that two attempts to book package itineraries produced pending authorizations when her bookings failed She believes Expedia debited her bank account for the failed transactionsOn July 23, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate the customer accessed Expedia.com and attempted to book a travel package which included flights, hotel rooms, and a car rental The attempts failed and the customer was concerned that her account may have been billed From our research we show that these actually were pending authorizations The bank or credit card company will put funds on hold in anticipation of paying a vendor, when an attempt to purchase something is made When the transaction does not go through, whether it’s due to the customer not completing the purchase, the card not having enough available credit, or the bank’s daily spending limit being too low, the money will sit on hold in pending status, until the bank or card company releases it back to the customer for their use We know this can be confusing or frustrating for the customer; however it is a function of their bank While Expedia can contact the bank or card company and ask that they release the authorization, we have no authority to force the bank to do so Most banks will release the pending authorizations within – hours automatically As we were unable to speak to the customer today, to ensure the authorizations were released and her funds made available to her again, we are responding with the belief that this matter has been resolved between the customer and her bank If she has further information or needs further assistance from Expedia, we would welcome her response back to this letter 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 21, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 indicate on March 24, the customer accessed Expedia.com and booked a one night stay at the Beijing Fujian Hotel in Beijing, China for guest [redacted] to check in on March 25, and check out on March 27, on Itinerary # [redacted] Although Expedia shows the hotel did provide Expedia with a confirmation number, confirming they received the reservation and would accommodate the guest, the customer is reporting that the hotel did not provide a room, stating they did not have the reservation Expedia contacted the hotel and they refused to agree to a refund, however we show this matter was resolved on April 12, when Expedia provided a courtesy refund due to the hotel not providing service A refund of $was processed back to the customer’s original form of payment on April 12, The amount of time it takes for the credit to be available in their account depends upon how quickly their bank processes refunds Expedia regrets the inconvenience this matter has caused our customer 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
Complaint: [redacted] I am rejecting this response because: When I booked the hotel, expedia said " no need to call and you are booked with a room"But in realty I was offered no roomNow in the response to the complaint says "Since there was no error on Expedia’s part, and the entire hotel stay was utilized in full, no refunds or compensation will be offered from Expedia.com regarding this matter." Totally wrongThe hotel stay was never given, then how can it be utilized in fullThere was an error on Expedia endYou said room was booked and no need to callBut in reality no room was givenThis is indeed an error, mistake, misrepresentation, promise from Expedia endAlso I checked my account (sekhar.***@gmail.com is the account ID) and I do not see any coupons or voucher amounts as said in the earlier response.Original email from expedia: [redacted] Sat May/23/- Mon May/25/room | nightsBOOKEDYour reservation is bookedNo need to call us to reconfirm this reservationView hotel details [redacted] Piscataway, NJ, United States of AmericaTel: [redacted] , Fax: [redacted] Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: What they are talking about is in fine prints that can not be read and was not clearly disclosed at the tile of booking There should be more consumer protection against all these fine prints They also made another trick is that although the invoice is coming from them (attached) the charge on my credit card was directly from the cruise, so when I disputed the charge with my credit card, the cruise responded there is nothing they can do because it was booked through a third party, while my credit card company was not able to dispute this difference with expedia because they were not able to locate the charge from expedia company, Revdex.com should protect consumer against these types of transactions, please I need the details of my complaint published so people do not get tricked with this company like I did, I will also make sure to post all details on all social media.Sincerely, [redacted] ***
August 10, 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 her 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 case Sincerely, Tier Customer Service
January 19, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our 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] A [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand [redacted] is requesting a full refundOn January 15, 2016, we contacted [redacted] Space to acknowledge receipt of their Revdex.com complaint Our records reflect on October 29, 2015, the customer self-booked a combinable one way flights reservation for [redacted] and [redacted] using Expedia.com website Flight was on Spirit Airlines, departing January 11, 2016, from [redacted] , [redacted] to ***, [redacted] and returning on January 18, 2016, from ***, [redacted] to [redacted] , [redacted] with Frontier Total costs of the flights were The customer is stating she called within the hour timeframe to void the tickets We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary Based on the airline regulations, courtesy voids are allowed if the customer contacts us within a 24-hr timeframe from when the flights are bookedExpedia has no record the customer contacted us during that period We can confirm [redacted] contacted us on November 03, 2015, to void the flightsOur agent did advise the customer she was no longer in the hour timeframe to void the ticketsAs both Spirit Airlines and Frontier Airlines are Low Cost Carriers, they require the customer to contact them directly should they need to cancel or change their reservationBased on that requirement, our agent advised the customer to contact the airlines directly Further research reflects on January 04, 2016, the customer contacted Expedia to cancel the ticketsExpedia advocated on behalf of the customer and contacted the airlinesThe airline advised the tickets would be lost value and that she could only make changes with fees Our agent transferred the customer to the airline to further discuss her options 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 Spirit and Frontier are the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card)I hope you understand we must abide by their rulesAs a result, we are unable to honor the customer’s request for a refund Ms [redacted] also mentioned in her complaint, she received an email stating her booking on October 29, 2015, failedAll records reflect the tickets were issued on October 29, If the customer has documentation stating her reservation failed, we ask that she submit those documents for further review of her complaintMs [redacted] can submit the documents via the Revdex.com complaint system 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
June 22, 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 car reservation refund requestOur records show on November 20, 2015, Ms [redacted] self-booked an Expedia.com package reservation which included a car rental via booking number [redacted] , with a vehicle pick up date of May 27, in the amount of $for the car rental aloneWe understand from Mr***’s complaint, she was not aware that a credit card was necessary to pick up the vehicle at the car rental locationThe customer is requesting a refund of the additional amount billed by the car rental company due to Expedia not providing information regarding needing a credit cardUpon researching the customer’s complaint, we can confirm as of June 9, 2016, when Ms [redacted] brought this matter to our attention via social media, the case was researched and as a courtesy a refund in the amount of $was processed back to the original form of paymentExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved to Ms***’s desired outcome, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
March 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, 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 July 29, 2016, Mr [redacted] booked a six-night stay at the Dar Al Taqwa Hotel from June 18, 2017, through June 24, We understand from Mr [redacted] ’s complaint that he received a confirmation for this booking but, in early March of 2017, he received an email from the property that an error had been made regarding pricing and the new rate would be substantially higher than his original quoteMr [redacted] stated that he had contacted our office to address and had been informed that Expedia would honor the original price, but that he has not heard back from Expedia sinceHe is requesting that Expedia honor the original price and cover the increase Our records confirm that Expedia had reached out to the Dar Al Taqwa Hotel in early March and they advised that they were going to cancel the reservation because of a technical error that caused an incorrect rate to be generatedThey advised us that they were not willing to honor the original price After further review, we sent an email to Mr [redacted] on March 6, 2017, advising that we listened to the call between him and our representative and concluded that no error had been made on our endDuring the call, we confirmed that our representative informed that he would be contacting our liaison to determine what could be done, but did not agree to honor the price On Expedia.com, there are two types of hotels: those for which the customer pays Expedia directly, and those for which the customer pays the hotel directly For this booking the hotel was to collect from the customer upon arrivalPlease note that each of the companies with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to them 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
My issue for complaint# [redacted] was resolved yesterdayExpedia issued me a credit toward an upcoming flight
June29, BetterBusiness Bureau Alaska,Oregon & Western Washington ComplaintDepartment Re:Case ID O-***Revdex.comComplaint # [redacted] DearRevdex.com, Thankyou for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] ***We understand the customer wasable to follow the suggestion of our previous response and contact an Expediaagent for assistance in cancelling her plane reservationsAswe mentioned earlier, all flight bookings must be agent cancelled with theairlines and cannot be done online by customers We will allow the agent the customer spokewith the time to provide the support emails she is expecting and will beclosing out this case Weapologize to the customer for the inconvenience this situation has caused Again, we thank you for allowing us theopportunity to re-address the issues that were brought to our attentionAsthis matter has been resolved, we respectfully request the Revdex.com close this caseonce the customer reports the matter finalizedIf you have any further questions or concernsregarding this matter, please feel free to contact us Sincerely,RoseanneG*** Tier– Customer ServiceExpedia,Inc
July 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Case ID O- [redacted] Revdex.com Complaint # [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response and/or resolution offered As previously stated, our records reflect the hotel was sent the proper notifications Expedia received confirmation replies from the [redacted] in return The hotel did not, at any time, notify Expedia that they would not accommodate the customer’s itinerary, so as is procedure, Expedia sent confirmations to the customer Upon further research, it was verified on May 28, 2015, our Lodging Support Team did reach out to the [redacted] and reconfirmed that the reservation was valid and should be honoredHowever, the customer had already booked another reservation with the [redacted] Expedia does regret the inconvenience and frustration the circumstances caused our customer As the [redacted] is a vendor on our website, our Lodging Support Team was able to secure a refund for the difference paid On June 12, 2015, the [redacted] agreed to refund $of the fees paid by Ms [redacted] , back to her original form of paymentThe time it takes to post to her account depends on how quickly her credit card company processes refunds 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, Roseanne G [redacted] Tier – Customer Service Expedia, Inc
Revdex.com: Hello, thank you for your helpThe receipt for the new hotel is attachedTo be clear, I am accepting Expedia's response as a reasonable next step (asking for the receipt), NOT as the final resolutionAlso, just to be clear, I do not doubt that the refund was given for the hotels I won't be using - my complaint is about how I now must pay a higher rate for lesser accommodations (one bedroom rather than two)Thank you to Expedia for your response and to Revdex.com for your mediation of this matter Sincerely, [redacted]
January 8, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: 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 youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a previously processed refundWe understand [redacted] is asking for the full refund to be processed and a change of refund policy.A purchase request was made on December 27, 2017, for a flight and hotel package by [redacted] , for two passengers, for flights from Minneapolis to Montego Bay on February 10, 2018, returning on February 16, 2018, and a Room, King Bed, Balcony, Ocean View (Concierge Level) with the [redacted] River Resort, All Inclusive, [redacted] - Adults Only for six nights with check in on February 10, 2018, for $3,414.86.Our records show [redacted] requested to cancel and refund the entire hotel and flight package on December 27, in the amount of $ 3,Regrettably the refund was not processed on that first callOn January 3, [redacted] S [redacted] called back about the refund, and the full refund of $3,was processed that day [redacted] S [redacted] continued to contact us multiple times on January 4th and 5th, 2018, requesting the refund to be processed at a faster rateThe time required for this particular refund to post to the credit card statement for [redacted] S [redacted] will vary based on the processing time of the credit card company which processes the transactionExpedia.com is able to submit the request to the credit card company within one business dayHowever the work in processing and posting the transaction is that of the Credit Card Company, and Expedia.com is unable to comment on or change their timing or policiesWe regret that the process was not completed sooner on our side We have already provided [redacted] S [redacted] with a future travel voucher to book a hotel or hotel package in their Expedia.com account, which will be valid for up to a year, and up to $towards the purchase priceWe 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,Denise H [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: I was not offered any resolution other than a hostile retort This will be an unresolved complaint against Expedia At least other people may benefit from my negative experience Sincerely, [redacted]
October 12, Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc.regarding an issue from our customer Weappreciate the Revdex.com allowing us to address the comments and concerns which havebeen brought to our attention Expedia,Incis disheartened the customer felt their concerns were not resolvedadequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] and [redacted] (Revdex.com case number [redacted] ) regarding a refundrequest We understand the [redacted] are stating the hotel was not acceptable and they didn’t use their reservation.They are asking for a full refund On October12, we attempted to contact the customer to acknowledge receipt of theirRevdex.com complaintOur records indicate on July 6, the customer bookedreservations for two rooms at the [redacted] ***, Manzanillo, Mexico toarrive on July 11, checking out July 13, The customer is reporting the hotel grounds were not clean and presenteda health issue due to mosquitoes breeding in trash on the grounds and beach The cancellation policy agreed to by the customer at thetime of booking states:Cancellation and Change Policy:Refundable Cancellations orchanges made after 11:PM local hotel time, Friday, July 10, aresubject to a hotel fee equal to night(s) plus taxes and fees.Cancellations or changes made after chearesubject to a hotel fee equal to 100% of the total amount paid for thereservationOn October 12, Expedia contacted the [redacted] ***to advocate on behalf of the customer, asking for permission to refund the twobookings in fullThe hotel did not feel the complaint was accurate, but as acourtesy they approved a refund of one night for each reservation, retaining aone night cancellation penalty for each room On October 12, Expedia processed two refunds; $130.02for one night on Itinerary [redacted] and $ for [redacted] , backto the customer’s original form of paymentThe time it takes for the credits to be available in the customer’saccount depends upon how quickly their bank processes refunds Expedia.com serves as a third-party intermediary for hotelproviders and as such, we must abide by and enforce the terms and conditions,and decisions, set forth by our partnersAlthough we regret to hear that the hotel did not meet the customer’sexpectations, we are unable to offer any further refunds or compensation forthese reservations, in addition to the hotels approved one night refundsWe thank you for allowing us the opportunity to address theissues that were brought to our attentionIf you have any further questions or concerns regarding this matter,please feel free to contact us Sincerely, Roseanne G***Tier Customer Service
April 19, Revdex.com Central Ontario Complaint Department Re: Expedia for TD Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia for TD 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 for TD is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia for TD is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refundOn April 12, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 2, 2017, the customer self-booked a flight reservationTravel was on Egypt Air, departing January 10, 2017, from Toronto, Canada to Dubai; and returning on January 25, 2017, from Dubai to Toronto, Canada, via itinerary number [redacted] The customer is stating that she was charged an additional fee for a second baggage Upon further researching this matter, we can confirm on February 17, 2017, the customer contacted Expedia for TD via emailThe customer advised that she was charged an additional fee for a second baggageExpedia for TD replied to the customer that baggage fees are imposed by the airline In reviewing the account, during the booking and checkout path on our website, it was disclosed the fees for baggageThe information was provided to the customer on the itinerary confirmation; which states: pieces 23kg/50lbIf the customer’s baggage weight was more than the requirement the airline would impose a fee Expedia for TD 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 providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia for TD makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing We hope the customer understands Expedia for TD cannot honor the request for the refund or the compensation We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: First, the problem with getting the voucher is Expedia's faultExpedia has admitted that a site error is the reason I can't access the voucher informationTherefore, Expedia has a duty to ensure I am able to enjoy the activities that were sold to meExpedia could have done a number of things to rectify its errorThey could have re-booked the activities on its websites and given me new voucher numbersExpedia could have contacted the vendors directly and worked out some agreement with them to still allow me to go an the excursions and find some way to pay themI think either of these two options would have been what any reasonable person would expect a company similar to Expedia to do when an error like this occurs Instead customer service representatives talked to me like I was stupidThey tried to explain to me the process of getting the voucher information even after I told them that I was aware of how to do itThey argued with me when I said there was a problem on Expedia's websiteOne representative even told to restart my computer and said that should fix the problemExpedia customer service representatives are clearly not properly trainedEven the supervisor's suggestion that to refund and have me book myself shows the lack effort by Expedia to resolve their mistakesThey point of paying Expedia is to arrange activities through vendorsIf I have to do it myself, then what use is Expedia? Furthermore, Expedia hasn't even given me the websites or company names that I can book these activities with Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The emails from Expedia (attached) actually said 'There is not need to confirm your flight' In addition, it provides me will all sorts of info about passports, Visa and baggage charges, but nothing about an early cut off time to check in to the flight The airline had told me that the information about the chetime should be on my ticket Since the ticket was issued by Expedia, they should have been responsible for putting the information on the ticket Since I do not frequently fly internationally, and never before out of such a small airport as Syracuse, it did not occur to me that checkin would be closed so far before the flight At larger airports I might have needed an hour or more just to go through security and walk to the gate However, my flight held only a few passengers and getting to the gate took only a couple of minutes, so that much time is certainly not needed in this caseSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The issue with Expedia's response is that at no point, when making the reservation, was there any language presented to me that this fare cannot be changed All that was told to me is that this is a 'Special Fare' This has no meaning to me other than the fares were reduced They just said the fare was nonrefundable, names cannot be changed or tickets cannot be transferred If changes are made Expedia does not charge a fee, but the airline might Again, no mention that changes cannot be made That is my whole issue Where is the language? None was presented to me other than what I wrote on this response Sincerely, [redacted]
April 28, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 that Mr [redacted] , the son of the passenger Ms [redacted] , contacted Expedia on April 5, 2016, to utilize an airline credit with Jet BlueHe eventually reached a representative who assisted him with the bookingHe later discovered that the booking had been canceledHe later changed his request to a refund request We apologize for any inconvenience related to this issueIt is never Expedia's intent to mislead or to inconvenience our clients, and we are sorry if Mr [redacted] feels we have done so Upon further review, we can confirm that on April 14, 2016, a refund was issued in the amount of $958.36, to the original form of paymentRefunds like this usually take 3-business days to post We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
July 23, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is concerned that two attempts to book package itineraries produced pending authorizations when her bookings failed She believes Expedia debited her bank account for the failed transactionsOn July 23, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate the customer accessed Expedia.com and attempted to book a travel package which included flights, hotel rooms, and a car rental The attempts failed and the customer was concerned that her account may have been billed From our research we show that these actually were pending authorizations The bank or credit card company will put funds on hold in anticipation of paying a vendor, when an attempt to purchase something is made When the transaction does not go through, whether it’s due to the customer not completing the purchase, the card not having enough available credit, or the bank’s daily spending limit being too low, the money will sit on hold in pending status, until the bank or card company releases it back to the customer for their use We know this can be confusing or frustrating for the customer; however it is a function of their bank While Expedia can contact the bank or card company and ask that they release the authorization, we have no authority to force the bank to do so Most banks will release the pending authorizations within – hours automatically As we were unable to speak to the customer today, to ensure the authorizations were released and her funds made available to her again, we are responding with the belief that this matter has been resolved between the customer and her bank If she has further information or needs further assistance from Expedia, we would welcome her response back to this letter 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 21, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 indicate on March 24, the customer accessed Expedia.com and booked a one night stay at the Beijing Fujian Hotel in Beijing, China for guest [redacted] to check in on March 25, and check out on March 27, on Itinerary # [redacted] Although Expedia shows the hotel did provide Expedia with a confirmation number, confirming they received the reservation and would accommodate the guest, the customer is reporting that the hotel did not provide a room, stating they did not have the reservation Expedia contacted the hotel and they refused to agree to a refund, however we show this matter was resolved on April 12, when Expedia provided a courtesy refund due to the hotel not providing service A refund of $was processed back to the customer’s original form of payment on April 12, The amount of time it takes for the credit to be available in their account depends upon how quickly their bank processes refunds Expedia regrets the inconvenience this matter has caused our customer 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
Complaint: [redacted] I am rejecting this response because: When I booked the hotel, expedia said " no need to call and you are booked with a room"But in realty I was offered no roomNow in the response to the complaint says "Since there was no error on Expedia’s part, and the entire hotel stay was utilized in full, no refunds or compensation will be offered from Expedia.com regarding this matter." Totally wrongThe hotel stay was never given, then how can it be utilized in fullThere was an error on Expedia endYou said room was booked and no need to callBut in reality no room was givenThis is indeed an error, mistake, misrepresentation, promise from Expedia endAlso I checked my account (sekhar.***@gmail.com is the account ID) and I do not see any coupons or voucher amounts as said in the earlier response.Original email from expedia: [redacted] Sat May/23/- Mon May/25/room | nightsBOOKEDYour reservation is bookedNo need to call us to reconfirm this reservationView hotel details [redacted] Piscataway, NJ, United States of AmericaTel: [redacted] , Fax: [redacted] Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: What they are talking about is in fine prints that can not be read and was not clearly disclosed at the tile of booking There should be more consumer protection against all these fine prints They also made another trick is that although the invoice is coming from them (attached) the charge on my credit card was directly from the cruise, so when I disputed the charge with my credit card, the cruise responded there is nothing they can do because it was booked through a third party, while my credit card company was not able to dispute this difference with expedia because they were not able to locate the charge from expedia company, Revdex.com should protect consumer against these types of transactions, please I need the details of my complaint published so people do not get tricked with this company like I did, I will also make sure to post all details on all social media.Sincerely, [redacted] ***
August 10, 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 her 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 case Sincerely, Tier Customer Service
January 19, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our 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] A [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand [redacted] is requesting a full refundOn January 15, 2016, we contacted [redacted] Space to acknowledge receipt of their Revdex.com complaint Our records reflect on October 29, 2015, the customer self-booked a combinable one way flights reservation for [redacted] and [redacted] using Expedia.com website Flight was on Spirit Airlines, departing January 11, 2016, from [redacted] , [redacted] to ***, [redacted] and returning on January 18, 2016, from ***, [redacted] to [redacted] , [redacted] with Frontier Total costs of the flights were The customer is stating she called within the hour timeframe to void the tickets We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary Based on the airline regulations, courtesy voids are allowed if the customer contacts us within a 24-hr timeframe from when the flights are bookedExpedia has no record the customer contacted us during that period We can confirm [redacted] contacted us on November 03, 2015, to void the flightsOur agent did advise the customer she was no longer in the hour timeframe to void the ticketsAs both Spirit Airlines and Frontier Airlines are Low Cost Carriers, they require the customer to contact them directly should they need to cancel or change their reservationBased on that requirement, our agent advised the customer to contact the airlines directly Further research reflects on January 04, 2016, the customer contacted Expedia to cancel the ticketsExpedia advocated on behalf of the customer and contacted the airlinesThe airline advised the tickets would be lost value and that she could only make changes with fees Our agent transferred the customer to the airline to further discuss her options 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 Spirit and Frontier are the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card)I hope you understand we must abide by their rulesAs a result, we are unable to honor the customer’s request for a refund Ms [redacted] also mentioned in her complaint, she received an email stating her booking on October 29, 2015, failedAll records reflect the tickets were issued on October 29, If the customer has documentation stating her reservation failed, we ask that she submit those documents for further review of her complaintMs [redacted] can submit the documents via the Revdex.com complaint system 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