Complaint: [redacted] I am rejecting this response because:I am surprised that Expedia is surprised that I did not go to them first In fact, I spent over hours trying to get a resolution As they keep repeating, that the airline trip was not affected by Hurricane Irma, is NOT accurate Fort Lauderdale airport was closed on Saturday, thereby forcing the cancellation of the trip to Peru and ultimately making it possible to be in Cusco to then take the flight in question.Furthermore, I was told by Latam that Expedia sold a ticket to me that was for Peruvian Residents Only Expedia knowingly sold this This is fraud See the attached image of communications with Expedia Finally, they did NOT advocate on my behalf I had to practically beg them to call Latam, and on many occasions, Expedia reps said that the flight "could not be cancelled." The fact that I finally accepted the $voucher after they repeatedly told me that I could not cancel was NOT an acceptance on my part that the matter is closed It is still open And I want a full refund Sincerely, [redacted] ***
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 her 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 Ms [redacted] is requesting Expedia to process a refund based on the Expedia Vacation Waiver insurance purchased with the booking On May 18, 2015, we attempted to contact Ms [redacted] to acknowledge receipt of her Revdex.com complaint but were unable to reach herOur records indicate on June 26, 2014, Ms [redacted] self-booked a flight reservation on Expedia.com without the assistance of an Expedia representative for four travelers departing June 17, from Philadelphia, PA to Miami, FL with [redacted] , returning June 20, Additionally, the customer purchased our Expedia Vacation Waiver insurance protection which offers:· The opportunity to change or cancel the trip for any reason (1) time prior to the scheduled start time without being charged any change or cancellation fees If canceling, any monies paid will be returned except the cost of published airfare, which may be made available as a credit for future travelOn December 29, 2014, Ms [redacted] contacted us to cancel the flights We advised Ms [redacted] that policy required we charge $per ticket when she was ready to rebook; however, since she purchased the insurance she would be eligible for a refund of those charges We also advised Ms [redacted] that the airlines require the credit to be applied towards new tickets for the same travelers on the original itinerary The customer contacted us on March 17, 2015, with a request to exchange the flights; however, the call did not complete and the exchange was not processed We were unable to reach Ms [redacted] when we attempted to call her backAfter several exchanges between the customer and Expedia, on April 20, 2015, Ms [redacted] contacted us to use her existing airline credit towards new flights for three travelers only We processed Ms [redacted] request and submitted a request internally to also process the refund for the airline penalty charged for three travelers in the amount of $ Upon further research, we were able to verify the claim for the cancellation penalty covered under the insurance waiver On May 18, 2015, a refund in the amount of $was processed back to the original form of payment Ms [redacted] still has an airline credit with US Airways in the amount of $274.76; however, travel must be completed by June 26, The airfare is non-refundable Ms [redacted] will be required to pay a $penalty at the time that she contacts Expedia to rebook using her existing airline credit At that time, we will provide a refund of that penalty We encourage Ms [redacted] to contact us at her earliest convenience to rebook her next flight as these requests cannot be processed via email The Expedia Vacation Waiver is explained as follows: http://www.expedia.com/daily/promos/travel_protection_plans/vacation_waiver.asp?...⇄ 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, [redacted] ***Tier Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me It just makes me not feel confident about future business with them, since I called over times and something so clear and easy was not taken care of, until I went to you I really appreciate your help! Sincerely, [redacted]
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 reflect this matter was resolved on July 19, when an Expedia agent provided refunds of two itineraries for a total of $back to the customer’s original form of payment The amount of time it takes for the credits to be available in her account depends upon how quickly her bank processes refundsWe also show that the customer was provided earlier with an Expedia travel coupon in the amount of $for her inconvenience 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 usSincerely,Roseanne G***Tier Customer Service
Expedia has received updated information from A [redacted] They confirmed the customer was downgraded from a Junior Suite Garden to a Junior SuiteThe hotel has authorized the refund for the difference of $119.00.On October 3, 2016, Expedia will process the refund back to the customer’s original form of payment.We thank you for allowing us to address this matter further.Sincerely,Delia K***Tier Customer Service
November 03, 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 discountUpon researching the customer’s account, we can confirm automated emails were sent out regarding a discountThere are only a limited number of codes available and are made available to customers at different timesFor those customers who are able to use the discount, this is able to be applied when on the payment pageWe understand Mr [redacted] claims he was not able to use the code as the codes available had already run outOnly as a courtesy to Mr [redacted] we have proceeded to provide an Expedia hotel coupon for $25.00USD for a future booking on Expedia.com within one year of today’s dateIn order to use the coupon the customer must book from the Expedia account associated with email address [redacted] @gmail.com online or over the phoneThis has been documented on the customer’s accountExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a coupon has been provided, 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
February 13, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a missing hotel reservation Our records indicate that on November 17, 2017, Mr [redacted] or an authorized user of the account, booked a seven night stay online via Expedia.com, at the Westin Princeville Ocean Resort Villas, checking in on December 31, 2017, and checking out on January 7, 218, under itinerary [redacted] We understand from Mr [redacted] ’s complaint, that upon arrival he was informed that the hotel cancelled his reservation on December 28, 2017, due to overbooking and he is requesting refund in the amount of $and replacement tickets for two travelers from LAX-HI Upon receipt of Mr [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on December 31, 2017, Mr [redacted] contacted Expedia’s customer service department for assistance with his hotel reservationMr [redacted] informed our representative that the hotel cancelled his reservation as a result of overbookingAt that time, our representative reached out to the hotel and advocated on behalf of Mr [redacted] why his reservation was cancelledOur representative was advised by the hotel that they would accommodate Mr [redacted] for the night of December 31, 2017, as the hotel is overbookedOur representative then transferred Mr [redacted] to our lodging operations department to be relocated at no additional cost Please 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 providers, in this case, the Westin Princeville Ocean Resort Villas, Further, our Terms of Use provide: The carriers, hotels and other suppliers providing travel or other services on the Services are independent contractors and not agents or employees of the Expedia CompaniesThe Expedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority Based on the above, Travelocity is unable to honor Mr [redacted] ’s refund request or his request to provide airfare for two, however, as a gesture of good faith we have applied an Expedia travel coupon in the amount of $to his Expedia.com accountThe coupon is valid for one year from the date of this response and good toward any Expedia special rate hotel or vacation package 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, LaToya J [redacted] Corporate Customer Service
November 9, 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 flight reservations We understand the customer requesting the Best Price Guarantee Our records indicate on October 7, 2015, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Expedia.com websiteTravel was on [redacted] , departing October 25, 2015, from John FKennedy, New York to Honolulu, Hawaii, returning October 31, 2015, for one passenger Upon further research we were able to confirm the customer submitted a Best Price Guarantee on October 7, 2015, from an email address that was not associated with the customer’s Expedia.com account or itinerary, and due to security purposes the customer was advised they must resubmit their claim from the email address associated with the itinerary On October 9, 2015, the customer submitted the Best Price Guarantee claim using the email address associated with their itinerary, however, the submission was outside of the hour policy, thus the customer’s claim submission was denied On November 9, 2015, Expedia processed a refund of $for the Best Price Guarantee as a goodwill gesture back to the customer’s original form of paymentA $Best Price Guarantee coupon was deposited into the customer’s account for future Expedia Special Rate bookings 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, Nicole P [redacted]
May 11, 2015, Re: Expedia Case#’s: O- [redacted] 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 [redacted] ) regarding a car rental reservation and a package vacation We understand Mr [redacted] is requesting a refund of $ On April 30, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaintOur records indicate on April 8, 2015, our customer service representative assisted the customer in booking a vacation package for travel on April 16, with [redacted] from Evansville, IN to Phoenix, AZ with a connection in Charlotte, NCand returning on April 21, Hotel reservations was with the [redacted] hotel for the [redacted] Room, one king bed with a request for a garden view Additionally, we booked a car reservation for Mr [redacted] with [redacted] Rent A Car for piat the Phoenix airport on April 16, Expedia.com serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers However, if one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us immediately while at the property so that we can provide an appropriate resolution Unfortunately, we were unable to locate any record of contact form the customer to report his concerns regarding the hotel changes that were made by the hotel for the room reservation We can confirm on April 25, 2015, we received a call from Mr [redacted] stating that he was billed twice for the car rental We researched the customer’s reservation and confirmed the car rental was booked separately from the package and the customer was not charged in advance; the customer chose the option to submit payment directly to [redacted] at the end of the car rental period To investigate Mr***’s claim of not receiving the services he booked, we contacted the reservations department at the [redacted] hotel and spoke with *** She confirmed the hotel was unable to provide the original room booked by Mr***, but its place, provided the customer with an upgrade with a better view at no additional charge The customer accepted the upgrade, so the hotel considers the issue resolved With regards to the seating arrangement on the flight, Expedia does not guarantee any specific seat on the flight As stated on the booking confirmation any specific seat requests must be addressed with the airline directly As the reservation was fully utilized, Expedia is unable to provide a refund for the vacation packageDespite the customer’s recent experience, we encourage Mr [redacted] to continue to use Expedia for future travel arrangementsAs a gesture of goodwill we have placed a $travel voucher to use on a future booking The Terms and Conditions for Use of the Coupon is provided below: http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp 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 usSincerely, [redacted] ***Tier Customer Service
January 20, 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight refund request Regrettably, Mr***’s complaint does not provide us with an itinerary number and we have not been able to locate a flight itinerary with the information provided If he will respond to this request with the Expedia Itinerary number and the email address he used in his booking, we will be happy to research this matter and provide any resolution appropriate 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
October 19, 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 attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the package reservation refund request Our records show on September 21, 2016, Ms [redacted] self-booked an Expedia.com flight and hotel package reservation via booking number [redacted] , with travel commencing on December 26, for a total package price of $1,We understand from Ms***’s complaint, due to climate issues in the Bahamas, she tried to cancel the reservation but was advised there would be a cancelation feeThe customer is requesting a full refund of the money paid for the reservation Upon researching the customer’s complaint, we can confirm via the actual booking process, the customer was provided with the flight and hotel cancelation policiesMs [redacted] was advised per the airline’s fare rules; if flight is canceled a $cancelation fee would be charged and for the hotel’s cancelation policy showed, if reservation is canceled before 3pm local hotel time, Monday December 12, 2016, a fee equal to 50% of the total amount paid would be charged Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions set by that particular vendorExpedia does not charge a change or cancelation fee, any charges made for canceling a flight or hotel, is determined by each vendorBased on the information provided above, we are unable to honor Ms***’s refund request We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
April 4, 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 case ID [redacted] ) regarding phone callsExpedia appreciates the customer reaching out to us regarding phone calls that they have recently receivedWe have confirmed that these phone calls were neither generated nor authorized by ExpediaWe have identified these incidences as telephone phishing scams targeting residentsOur information security team has indicated that there has been no data breach by Expedia as the phone calls are targeting residents in general – not just Expedia customersIn fact, many of the complaints we are receiving are from non-Expedia customersThis scam is using the Expedia name in an illegal mannerWe can assure Ms [redacted] that Expedia has reported this fraudulent activity to law enforcementWe suggest she does the same and visits the following website to report the incident as well - • Federal Trade Commission (http://www.consumer.ftc.gov/articles/0341-file-complaint-ftc#Types) If Ms [redacted] responded to the call by providing credit/debit or other financial account information, we strongly encourage her to contact her issuing bank for further guidanceWe at Expedia recognize the significant level of trust required to book travel with usAs such, we are glad to report that this incident is not a breach of privacy on our part, but for more information on how we protect the private information of our customers please visit our Privacy Policy page at http://www.expedia.ca/daily/enc4105/service/privacy.aspWe 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
November 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Thank you for forwarding the Revdex.com consumer rebuttal from Ms***According to Ms***’s rebuttal, Expedia should have alerted the passenger about the canceled flight and is requesting a refund as a resultPlease be advised that Expedia can only alter our mutual customers about a canceled flight if we receive notice from the airline prior to the travel date We apologize for the inconvenience this may have causedPlease be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes and cancellationsPlease note that each of the airlines 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 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHOWEVER, it is only for short extension of timeMy travel to and from Chicago is undisputed and if they check their records, the trip was madeI attach herewith a copy of my trip itinerary that I kept and a copy of the Boarding passAs they can see, I have paid for the trip and I am entitled to the credit due meI had no idea that Expedia's staff has made no measure of effort to correct my recordsI am not given the credit for booking the travel through ExpediaI also have not received any credit for the frequent miles that is due me and my companionI tried to speak with Expedia several times prior to the trip and post trip and they are horribleI also want to add something...and that recently, my DEBIT card was used in CHICAGO and a fraud alert was sent to me by my bank and they froze my accountI have not travelled to Chicago since the trip we are discussing and have no need to use the card in ChicagoI can only speculate that someone in Chicago who has had access to my credit information may have used itI want a solution for this trip and also for my Budapest tripI am sick of companies that lack any responsibility whatsoever and I am not willing to let this go again, and again This is customer service business with credit card informationI want a solution and positive one in my favor Sincerely, [redacted] ***
June 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refundOn May 21, 2016, we received the receipt of the Revdex.com complaint Our records reflect on February 10, 2016, the customer self-booked a flight reservation using Expedia.com Travel was on China Eastern Airlines, departing May 6, 2016, from Los Angles, California to Osaka Itami, Japan; returning on May 18, 2016, from Osaka Kansai, Japan to Los Angles, CaliforniaThe customer is stating was unaware of an airline schedule change on the return flight and had missed the flight From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers China Eastern Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on May 18, 2016, the customer contacted Expedia, advising she did not receive any notification of the airline schedule change for the return flightThe customer advised us that she was at the airport; however the flight was leaving in a few minutesOur agent contacted the airline; they advised they could not allow the customer to board the flight as the customer did not cheon timeThe airline did not have another flight for the customer Our agent advised the customer Eastern China cannot assisted the customer, we offered to rebook the customer; however the customer would have to pay for the new bookingThe customer declined On May 19, 2016, the customer contacted Expedia, advising she did not receive any confirmation of the airline schedule changeThe customer advised that the return date was booked for May 19, and not May 18, Our agent advised the customer, self-booked the dates for departing May 6, and returning on May 18, The customer advised that she only received part of the itinerary, our agent did advised the customer found no calls from the customer until May 18, Our agent advised Expedia could only book a one-way flight back to Los Angles, California; however the customer would be responsible for the costThe customer declined On June 8, 2016, Expedia contacted the airline, on the customer’s behalf; they advised the customer arrived on May 18, 2016; however was late to cheand was marked as a no showThe airline advised the ticket does not have any value on itChina Eastern advised the schedule change was for the return flight; however was only a time change In reviewing Ms***’s account on March 1, 2016, Expedia did send the customer an automated email regarding the airline schedule change for the return flight Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As 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 policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Expedia does advised our customers to reconfirm their international flight reservation at least hours prior to departure by contacting the airline directly, which is located on the customer itineraryWe hope the customer understands Expedia cannot honor the request for the refund on the return flight or for the new flight or for international phone calls 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: it is really unfair! When I wanted to cancel the reservation (Despite having emails saying I could cancel) Expedia told me that I was going to be charged a $us 100+ cancelation feeNow they say that they would have refunded me the cancelation fee if I wouldn't have used the roomIf l would have known this I would have obviously not used the reservation and we wouldn't be in this mess.The reason I wanted to cancel the room was because I found better prices that night and that could have saved me $us Additionally I spent over hour speaking with their reps who were totally incompetent and couldn't fix the situationI will never again use expedia so a 50$ credit with them is completely worthless to me Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to mePlease send $to my e-mail at [redacted] @gmail.com with instructions on how to use itYou can also call me at [redacted] Thank youSincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, I would appreciate Expedia to take action to make this not a one-time exception in my case, as many people are effected by this regulation.Sincerely, [redacted] t
April 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
May 8, Revdex.com Alaska, Oregon &Western Washington Complaint Department RE: Expedia Case O-*** Dear Better Business Bureau, Thank you for taking thetime to contact Expedia regarding an issue from our customerWe appreciate theRevdex.com allowing us time to address the comments and concernswhich have been brought to our attentionExpedia, is disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia is responding to the consumercomplaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservation Upon receipt of the Revdex.com submission, we have verified on April 26, 2015, this matter was resolved via our Expedia Customer ServiceMs [redacted] contacted Expedia and her flight exchange was processed with no airline imposed exchange fees We thank you for allowing us the opportunity to address the issues,brought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact us Sincerely, [redacted] TierCustomer Service
Complaint: [redacted] I am rejecting this response because:I am surprised that Expedia is surprised that I did not go to them first In fact, I spent over hours trying to get a resolution As they keep repeating, that the airline trip was not affected by Hurricane Irma, is NOT accurate Fort Lauderdale airport was closed on Saturday, thereby forcing the cancellation of the trip to Peru and ultimately making it possible to be in Cusco to then take the flight in question.Furthermore, I was told by Latam that Expedia sold a ticket to me that was for Peruvian Residents Only Expedia knowingly sold this This is fraud See the attached image of communications with Expedia Finally, they did NOT advocate on my behalf I had to practically beg them to call Latam, and on many occasions, Expedia reps said that the flight "could not be cancelled." The fact that I finally accepted the $voucher after they repeatedly told me that I could not cancel was NOT an acceptance on my part that the matter is closed It is still open And I want a full refund Sincerely, [redacted] ***
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 her 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 Ms [redacted] is requesting Expedia to process a refund based on the Expedia Vacation Waiver insurance purchased with the booking On May 18, 2015, we attempted to contact Ms [redacted] to acknowledge receipt of her Revdex.com complaint but were unable to reach herOur records indicate on June 26, 2014, Ms [redacted] self-booked a flight reservation on Expedia.com without the assistance of an Expedia representative for four travelers departing June 17, from Philadelphia, PA to Miami, FL with [redacted] , returning June 20, Additionally, the customer purchased our Expedia Vacation Waiver insurance protection which offers:· The opportunity to change or cancel the trip for any reason (1) time prior to the scheduled start time without being charged any change or cancellation fees If canceling, any monies paid will be returned except the cost of published airfare, which may be made available as a credit for future travelOn December 29, 2014, Ms [redacted] contacted us to cancel the flights We advised Ms [redacted] that policy required we charge $per ticket when she was ready to rebook; however, since she purchased the insurance she would be eligible for a refund of those charges We also advised Ms [redacted] that the airlines require the credit to be applied towards new tickets for the same travelers on the original itinerary The customer contacted us on March 17, 2015, with a request to exchange the flights; however, the call did not complete and the exchange was not processed We were unable to reach Ms [redacted] when we attempted to call her backAfter several exchanges between the customer and Expedia, on April 20, 2015, Ms [redacted] contacted us to use her existing airline credit towards new flights for three travelers only We processed Ms [redacted] request and submitted a request internally to also process the refund for the airline penalty charged for three travelers in the amount of $ Upon further research, we were able to verify the claim for the cancellation penalty covered under the insurance waiver On May 18, 2015, a refund in the amount of $was processed back to the original form of payment Ms [redacted] still has an airline credit with US Airways in the amount of $274.76; however, travel must be completed by June 26, The airfare is non-refundable Ms [redacted] will be required to pay a $penalty at the time that she contacts Expedia to rebook using her existing airline credit At that time, we will provide a refund of that penalty We encourage Ms [redacted] to contact us at her earliest convenience to rebook her next flight as these requests cannot be processed via email The Expedia Vacation Waiver is explained as follows: http://www.expedia.com/daily/promos/travel_protection_plans/vacation_waiver.asp?...⇄ 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, [redacted] ***Tier Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me It just makes me not feel confident about future business with them, since I called over times and something so clear and easy was not taken care of, until I went to you I really appreciate your help! Sincerely, [redacted]
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 reflect this matter was resolved on July 19, when an Expedia agent provided refunds of two itineraries for a total of $back to the customer’s original form of payment The amount of time it takes for the credits to be available in her account depends upon how quickly her bank processes refundsWe also show that the customer was provided earlier with an Expedia travel coupon in the amount of $for her inconvenience 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 usSincerely,Roseanne G***Tier Customer Service
Expedia has received updated information from A [redacted] They confirmed the customer was downgraded from a Junior Suite Garden to a Junior SuiteThe hotel has authorized the refund for the difference of $119.00.On October 3, 2016, Expedia will process the refund back to the customer’s original form of payment.We thank you for allowing us to address this matter further.Sincerely,Delia K***Tier Customer Service
November 03, 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 discountUpon researching the customer’s account, we can confirm automated emails were sent out regarding a discountThere are only a limited number of codes available and are made available to customers at different timesFor those customers who are able to use the discount, this is able to be applied when on the payment pageWe understand Mr [redacted] claims he was not able to use the code as the codes available had already run outOnly as a courtesy to Mr [redacted] we have proceeded to provide an Expedia hotel coupon for $25.00USD for a future booking on Expedia.com within one year of today’s dateIn order to use the coupon the customer must book from the Expedia account associated with email address [redacted] @gmail.com online or over the phoneThis has been documented on the customer’s accountExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a coupon has been provided, 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
February 13, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a missing hotel reservation Our records indicate that on November 17, 2017, Mr [redacted] or an authorized user of the account, booked a seven night stay online via Expedia.com, at the Westin Princeville Ocean Resort Villas, checking in on December 31, 2017, and checking out on January 7, 218, under itinerary [redacted] We understand from Mr [redacted] ’s complaint, that upon arrival he was informed that the hotel cancelled his reservation on December 28, 2017, due to overbooking and he is requesting refund in the amount of $and replacement tickets for two travelers from LAX-HI Upon receipt of Mr [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on December 31, 2017, Mr [redacted] contacted Expedia’s customer service department for assistance with his hotel reservationMr [redacted] informed our representative that the hotel cancelled his reservation as a result of overbookingAt that time, our representative reached out to the hotel and advocated on behalf of Mr [redacted] why his reservation was cancelledOur representative was advised by the hotel that they would accommodate Mr [redacted] for the night of December 31, 2017, as the hotel is overbookedOur representative then transferred Mr [redacted] to our lodging operations department to be relocated at no additional cost Please 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 providers, in this case, the Westin Princeville Ocean Resort Villas, Further, our Terms of Use provide: The carriers, hotels and other suppliers providing travel or other services on the Services are independent contractors and not agents or employees of the Expedia CompaniesThe Expedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority Based on the above, Travelocity is unable to honor Mr [redacted] ’s refund request or his request to provide airfare for two, however, as a gesture of good faith we have applied an Expedia travel coupon in the amount of $to his Expedia.com accountThe coupon is valid for one year from the date of this response and good toward any Expedia special rate hotel or vacation package 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, LaToya J [redacted] Corporate Customer Service
November 9, 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 flight reservations We understand the customer requesting the Best Price Guarantee Our records indicate on October 7, 2015, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Expedia.com websiteTravel was on [redacted] , departing October 25, 2015, from John FKennedy, New York to Honolulu, Hawaii, returning October 31, 2015, for one passenger Upon further research we were able to confirm the customer submitted a Best Price Guarantee on October 7, 2015, from an email address that was not associated with the customer’s Expedia.com account or itinerary, and due to security purposes the customer was advised they must resubmit their claim from the email address associated with the itinerary On October 9, 2015, the customer submitted the Best Price Guarantee claim using the email address associated with their itinerary, however, the submission was outside of the hour policy, thus the customer’s claim submission was denied On November 9, 2015, Expedia processed a refund of $for the Best Price Guarantee as a goodwill gesture back to the customer’s original form of paymentA $Best Price Guarantee coupon was deposited into the customer’s account for future Expedia Special Rate bookings 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, Nicole P [redacted]
May 11, 2015, Re: Expedia Case#’s: O- [redacted] 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 [redacted] ) regarding a car rental reservation and a package vacation We understand Mr [redacted] is requesting a refund of $ On April 30, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaintOur records indicate on April 8, 2015, our customer service representative assisted the customer in booking a vacation package for travel on April 16, with [redacted] from Evansville, IN to Phoenix, AZ with a connection in Charlotte, NCand returning on April 21, Hotel reservations was with the [redacted] hotel for the [redacted] Room, one king bed with a request for a garden view Additionally, we booked a car reservation for Mr [redacted] with [redacted] Rent A Car for piat the Phoenix airport on April 16, Expedia.com serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers However, if one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us immediately while at the property so that we can provide an appropriate resolution Unfortunately, we were unable to locate any record of contact form the customer to report his concerns regarding the hotel changes that were made by the hotel for the room reservation We can confirm on April 25, 2015, we received a call from Mr [redacted] stating that he was billed twice for the car rental We researched the customer’s reservation and confirmed the car rental was booked separately from the package and the customer was not charged in advance; the customer chose the option to submit payment directly to [redacted] at the end of the car rental period To investigate Mr***’s claim of not receiving the services he booked, we contacted the reservations department at the [redacted] hotel and spoke with *** She confirmed the hotel was unable to provide the original room booked by Mr***, but its place, provided the customer with an upgrade with a better view at no additional charge The customer accepted the upgrade, so the hotel considers the issue resolved With regards to the seating arrangement on the flight, Expedia does not guarantee any specific seat on the flight As stated on the booking confirmation any specific seat requests must be addressed with the airline directly As the reservation was fully utilized, Expedia is unable to provide a refund for the vacation packageDespite the customer’s recent experience, we encourage Mr [redacted] to continue to use Expedia for future travel arrangementsAs a gesture of goodwill we have placed a $travel voucher to use on a future booking The Terms and Conditions for Use of the Coupon is provided below: http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp 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 usSincerely, [redacted] ***Tier Customer Service
January 20, 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight refund request Regrettably, Mr***’s complaint does not provide us with an itinerary number and we have not been able to locate a flight itinerary with the information provided If he will respond to this request with the Expedia Itinerary number and the email address he used in his booking, we will be happy to research this matter and provide any resolution appropriate 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
October 19, 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 attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the package reservation refund request Our records show on September 21, 2016, Ms [redacted] self-booked an Expedia.com flight and hotel package reservation via booking number [redacted] , with travel commencing on December 26, for a total package price of $1,We understand from Ms***’s complaint, due to climate issues in the Bahamas, she tried to cancel the reservation but was advised there would be a cancelation feeThe customer is requesting a full refund of the money paid for the reservation Upon researching the customer’s complaint, we can confirm via the actual booking process, the customer was provided with the flight and hotel cancelation policiesMs [redacted] was advised per the airline’s fare rules; if flight is canceled a $cancelation fee would be charged and for the hotel’s cancelation policy showed, if reservation is canceled before 3pm local hotel time, Monday December 12, 2016, a fee equal to 50% of the total amount paid would be charged Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions set by that particular vendorExpedia does not charge a change or cancelation fee, any charges made for canceling a flight or hotel, is determined by each vendorBased on the information provided above, we are unable to honor Ms***’s refund request We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
April 4, 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 case ID [redacted] ) regarding phone callsExpedia appreciates the customer reaching out to us regarding phone calls that they have recently receivedWe have confirmed that these phone calls were neither generated nor authorized by ExpediaWe have identified these incidences as telephone phishing scams targeting residentsOur information security team has indicated that there has been no data breach by Expedia as the phone calls are targeting residents in general – not just Expedia customersIn fact, many of the complaints we are receiving are from non-Expedia customersThis scam is using the Expedia name in an illegal mannerWe can assure Ms [redacted] that Expedia has reported this fraudulent activity to law enforcementWe suggest she does the same and visits the following website to report the incident as well - • Federal Trade Commission (http://www.consumer.ftc.gov/articles/0341-file-complaint-ftc#Types) If Ms [redacted] responded to the call by providing credit/debit or other financial account information, we strongly encourage her to contact her issuing bank for further guidanceWe at Expedia recognize the significant level of trust required to book travel with usAs such, we are glad to report that this incident is not a breach of privacy on our part, but for more information on how we protect the private information of our customers please visit our Privacy Policy page at http://www.expedia.ca/daily/enc4105/service/privacy.aspWe 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
November 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Thank you for forwarding the Revdex.com consumer rebuttal from Ms***According to Ms***’s rebuttal, Expedia should have alerted the passenger about the canceled flight and is requesting a refund as a resultPlease be advised that Expedia can only alter our mutual customers about a canceled flight if we receive notice from the airline prior to the travel date We apologize for the inconvenience this may have causedPlease be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes and cancellationsPlease note that each of the airlines 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 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHOWEVER, it is only for short extension of timeMy travel to and from Chicago is undisputed and if they check their records, the trip was madeI attach herewith a copy of my trip itinerary that I kept and a copy of the Boarding passAs they can see, I have paid for the trip and I am entitled to the credit due meI had no idea that Expedia's staff has made no measure of effort to correct my recordsI am not given the credit for booking the travel through ExpediaI also have not received any credit for the frequent miles that is due me and my companionI tried to speak with Expedia several times prior to the trip and post trip and they are horribleI also want to add something...and that recently, my DEBIT card was used in CHICAGO and a fraud alert was sent to me by my bank and they froze my accountI have not travelled to Chicago since the trip we are discussing and have no need to use the card in ChicagoI can only speculate that someone in Chicago who has had access to my credit information may have used itI want a solution for this trip and also for my Budapest tripI am sick of companies that lack any responsibility whatsoever and I am not willing to let this go again, and again This is customer service business with credit card informationI want a solution and positive one in my favor Sincerely, [redacted] ***
June 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refundOn May 21, 2016, we received the receipt of the Revdex.com complaint Our records reflect on February 10, 2016, the customer self-booked a flight reservation using Expedia.com Travel was on China Eastern Airlines, departing May 6, 2016, from Los Angles, California to Osaka Itami, Japan; returning on May 18, 2016, from Osaka Kansai, Japan to Los Angles, CaliforniaThe customer is stating was unaware of an airline schedule change on the return flight and had missed the flight From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers China Eastern Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on May 18, 2016, the customer contacted Expedia, advising she did not receive any notification of the airline schedule change for the return flightThe customer advised us that she was at the airport; however the flight was leaving in a few minutesOur agent contacted the airline; they advised they could not allow the customer to board the flight as the customer did not cheon timeThe airline did not have another flight for the customer Our agent advised the customer Eastern China cannot assisted the customer, we offered to rebook the customer; however the customer would have to pay for the new bookingThe customer declined On May 19, 2016, the customer contacted Expedia, advising she did not receive any confirmation of the airline schedule changeThe customer advised that the return date was booked for May 19, and not May 18, Our agent advised the customer, self-booked the dates for departing May 6, and returning on May 18, The customer advised that she only received part of the itinerary, our agent did advised the customer found no calls from the customer until May 18, Our agent advised Expedia could only book a one-way flight back to Los Angles, California; however the customer would be responsible for the costThe customer declined On June 8, 2016, Expedia contacted the airline, on the customer’s behalf; they advised the customer arrived on May 18, 2016; however was late to cheand was marked as a no showThe airline advised the ticket does not have any value on itChina Eastern advised the schedule change was for the return flight; however was only a time change In reviewing Ms***’s account on March 1, 2016, Expedia did send the customer an automated email regarding the airline schedule change for the return flight Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As 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 policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Expedia does advised our customers to reconfirm their international flight reservation at least hours prior to departure by contacting the airline directly, which is located on the customer itineraryWe hope the customer understands Expedia cannot honor the request for the refund on the return flight or for the new flight or for international phone calls 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: it is really unfair! When I wanted to cancel the reservation (Despite having emails saying I could cancel) Expedia told me that I was going to be charged a $us 100+ cancelation feeNow they say that they would have refunded me the cancelation fee if I wouldn't have used the roomIf l would have known this I would have obviously not used the reservation and we wouldn't be in this mess.The reason I wanted to cancel the room was because I found better prices that night and that could have saved me $us Additionally I spent over hour speaking with their reps who were totally incompetent and couldn't fix the situationI will never again use expedia so a 50$ credit with them is completely worthless to me Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to mePlease send $to my e-mail at [redacted] @gmail.com with instructions on how to use itYou can also call me at [redacted] Thank youSincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, I would appreciate Expedia to take action to make this not a one-time exception in my case, as many people are effected by this regulation.Sincerely, [redacted] t
April 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
May 8, Revdex.com Alaska, Oregon &Western Washington Complaint Department RE: Expedia Case O-*** Dear Better Business Bureau, Thank you for taking thetime to contact Expedia regarding an issue from our customerWe appreciate theRevdex.com allowing us time to address the comments and concernswhich have been brought to our attentionExpedia, is disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia is responding to the consumercomplaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservation Upon receipt of the Revdex.com submission, we have verified on April 26, 2015, this matter was resolved via our Expedia Customer ServiceMs [redacted] contacted Expedia and her flight exchange was processed with no airline imposed exchange fees We thank you for allowing us the opportunity to address the issues,brought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact us Sincerely, [redacted] TierCustomer Service