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, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on May 16, 2017, Mr [redacted] booked a two-night stay at the [redacted] from May 16, through May 18, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative 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 purchasingAs such the following cancellation policy would have been provided at the time of booking The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded According to Mr***’s complaint that he checked that there were no cancellation fees prior to bookingHe says that he proceeded with the booking since there were no cancellation feesMr***s stated that he needed to cancel the reservation due to changes made to his itinerary Please note that each of the hotels 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 themThere were no errors made by Expedia in regards to this bookingMr [redacted] complained about customer service that he received when he asked to cancel, but the request was denied per the hotel’s policy, not Expedia’s While we acknowledge this complaint as something Expedia is not responsible for, because we value Mr [redacted] as a customer and regret the experience that he reports, we have already undertaken an exception to resolve his complaintA refund in the full amount of his booking $was issued to his original form of payment as a onetime courtesyRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly his credit card company processes refunds 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
Complaint: [redacted] I am rejecting this response because: Expedia BLAMES Lufthansa for the delays Lufthansa blames Expedia that Expedia is responsible for doing itThe customer is caught in between I specifically asked from you for documentation on the number of hours your agents spent with LufthansaPlease provide these documents Why are you dodging that request? At 4.45pm on Friday, March 11th, well after my first call to Expedia at about 1.30pm, Your Supervisor Rebecca told me that Lufthansa Office is NOW GOING TO BE CLOSED and not enough time to process the change today; Aand that Expedia WILL process that change on March 14thWhy did EXPEDIA FAIL on that commitment? You are blaming LUFTHANSA without providing supporting documentation IN any case EXPEDIA failed on REBECCA's word that the change WILL be done on Mar 14thShe made that committment after talking to LUFTHANSA agents and checking what needs to be done, how and processing times: i.ethat 15minutes left on Friday March11th was NOT good enough etc Why is it that you made one of the two requested changes only on April 4th, well after the deadline of Monday March 14th set by your supervisor Rebecca? Is it because by then I had filed a complained with Revdex.com and then you CHOSE to finally look into it? You have miserably FAILED as travel agentTravel Agents are expected to make such changesIn fact, before purchasing the tickets my wife called and asked about fees for such changes: your agent had replied "The fee is $PLUS fare difference"He did NOT say that, the processing time would be calendar days and a complaint to Revdex.comIf he had stated the TRUTH that you need 20days and a Revdex.com complaint for one change (and NEVER for the second change!), do you think we would have purchased the tickets with you? Quite frankly we do travel a lot all OVER the worldAnd We do make changes especially due to the fact that we have aging parents who run into medical emergencies This experience with EXPEDIA has been the worstI will be glad to document ALL these PUBLIC exchanges and write a balanced review Best, [redacted] Sincerely, [redacted] ***
August 13, 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, 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 February 15, 2015, Mrs [redacted] booked an Expedia Vacation Package which included roundtrip flights from New Orleans, Louisiana to Cozumel, Mexico and a six-night resort stay from July 18, 2015, through July 24, We understand from Mrs***’s complaint that she arrived at the airport to learn that the flight she scheduled for 9:AM had departed at 8:AMAccording to her complaint, she was not informed about the schedule changeAlthough she was provided with an airline credit for the missed flights the airline could not accommodate her until the following Monday which was two days awayAs a result, Mrs [redacted] accrued additional expenses of approximately $1,700.00, which she is seeking reimbursement forMrs [redacted] eventually purchased tickets through another airline to reach her destination on the following day which also required a one-night hotel stay in New Orleans We have reviewed the circumstances regarding Mrs***’s complaintAccording to our records, an email was sent to inform her of the schedule changeAs she missed the first night of her stay in Cozumel, we were able to process a refund of $on August 5, 2015, to the original form of paymentWe are unable to offer a refund for the other expenses mentioned in the complaint based on the information that we have gatheredWe apologize for the inconvenience this may have caused Please be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changesAn involuntary airline schedule change can include a change in flight numbers, departure and arrival times or operating equipmentOur records show that Mrs***’s flight reservation was affected by minor flight time changes impacting her outbound flightAs these changes were considered minor by airline standards, Expedia accepted these changes on her behalfWe regret that she did not receive the email that we sent her regarding the change 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
April 14, Revdex.com Expedia – 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] regarding the refund request for flight exchange Our records show on February 2nd, 2016, Ms [redacted] completed a package booking on ExpediaWe understand from Ms [redacted] ’s complaint, after requesting a flight exchange on March 22nd, 2016, inaccurate information was provided which resulted in being unable to change the flight or given a refund for the amount of the ticketsThe customer is requesting for the refund of the airfare in the amount of USD$ Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matter and as a courtesy a $refund has been processed back to the original form of paymentAs credit has been given to the customer and the issue has been resolved to Ms [redacted] desired outcome, Expedia considers this matter closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Daniel A [redacted] Tier Customer ServiceTell us why here
January 27, Revdex.com Expedia – DoPont, 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 refund Our records indicate that on July 11, 2016, Mr [redacted] or an authorized user on his account purchased four- non-refundable, round-trip tickets online via Expedia.com, departing on December 25, 2016, from Rapid City, South Dakota, travelling to Allentown Bthlem, Pennsylvania, and returning on December 30, 2016, via United Airlines itinerary [redacted] We understand from Mr [redacted] complaint that his flight was cancelled due to bad weather and United Airlines issued a full refundMr [redacted] is seeking a refund Upon receipt of Mr [redacted] complaint, we investigated the issues which were brought to our attentionWe can confirm that on December 25, 2016, United Airlines processed a refund back to the original form of payment After further researching this matter, we can confirm that on January 27, 2017, our representative contacted United Airlines to confirm that a refund has been processedOur representative was advised that a full refund for each ticket was processed and a check was sent to ExpediaAt this time, Expedia has not received said check to process a refundUpon receipt of said funds, Expedia will process a full refundWe ask that Mr [redacted] please allow at least two billing cycles Based on the above, Expedia is unable to honor Mr [redacted] refund requestAgain, 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, LaToya J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: It looks like we are running in circles hereI had to cancel the trip because of a medical emergency and the agent told me I had one year to rebook the flight and my understanding was that the year starts from the departure day (Common sense!!)This case is not going to be closed until I get a refund for the flight and the hotel rooms that I did not usePlease do not send me emails to repeat what you've already said so many timesContact me when you come up with an actual resolution to this problemThis is unacceptable customer service!! Sincerely, [redacted]
September 24, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service %
September 11, 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, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on August 20, 2015, Mr [redacted] booked a one-night reservation at the [redacted] from August 21, 2015, through August 22, 2015, utilizing our Unpublished Rate promotionWhen a customer books an Expedia Unpublished Rate hotel (also known as "opaque"), they do not know the hotel name until after bookingBefore purchase, the customer must accept the Rules and Restrictions which state "ALL BOOKINGS ARE FINAL and cannot be cancelled, refunded, changed, exchanged, or transferredAccording to Mr [redacted] , he requested a location with a star rating, but was booked at a star location insteadHe contacted our office to request that we issue a full refund or an upgrade to a star propertyIn his Revdex.com complaint, Mr [redacted] is asking for an additional $for time spent addressing this issue with our customer service representatives Mr [redacted] contacted our office on August 20, 2015, and discussed the matter with Expedia representativesAlthough his refund request was denied due to the property being deemed non-refundable, in good faith, we issued a $Expedia Travel Coupon which is valid through August 19, At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stayWhile we do not view this complaint as something Expedia is responsible for, because we value Mr [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaintA refund in the amount of $was issued to his original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly his credit card company processes refundsExpedia is unable to honor Mr [redacted] ’s request for compensation for time spend discussing his dispute 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
May 9, 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 refund Our records indicate that on April 20, 2017, Mr [redacted] or an authorized user of his account, booked a two night stay online via Expedia.com, at the Hercor Hotel-Urban Boutique, checking in on May 2, and checking out on May 4, 2017, via itinerary [redacted] We understand from Mr [redacted] ’s complaint that he claims that he received an email confirmation informing that he had until 11:59PM May 1, to cancel his reservation and receive a full refundMr [redacted] is seeking a refund in the amount of $ Upon receipt of Mr [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on May 1, 2017, Mr [redacted] contacted Expedia’s customer service department to get assistance with cancelling his reservation and receiving a refundAt that time, our representative advised Mr [redacted] that he had until 11:59PM on April 30, 2017, to cancel and receive a full refundNo changes were made at that time After further review of Mr [redacted] ’s complaint, we contacted the hotel and confirmed that Mr [redacted] utilized his reservation checking in on May 2, 2017, at 8:10PM and checked-out on May 4, 2017, at 10:09AM Based on the above, Expedia is unable to honor Mr [redacted] ’s refund requestHowever, as a gesture of good faith Expedia would like to offer Mr [redacted] a $Expedia travel coupon valid for one year from the date of this responseThe coupon can be used toward any Expedia standalone hotel or vacation packageAgain, 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, LaToya J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: In my opinion the site is set up to unfairly charge customersAs there is no way to issue any refunds as we decided to go with a more reputable company However I will most definitely leave reviews that reflect our opinion on the matter and our treatment Sincerely, [redacted]
July 25, 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 refund On July 12, 2016, we received receipt of the Revdex.com complaint Our records reflect on January 25, 2016, the customer self-booked a combinable one-way flight reservation for [redacted] and [redacted] using Expedia.com Travel was on SATA Air Acores/SATA International Airlines; departing July 21, 2016, from Oakland, California to Terceria, Portugal; returning on August 4, 2016, from Terceria, Portugal to Oakland, California with Azores Airlines The customer is stating, they contacted Expedia due to an airline schedule change to cancel the flight reservation The customer is stating they have not been refunded 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 SATA Air Acores/SATA International Airlines and Azores Airlines were 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 June 25, 2016, the customer contacted Expedia, requesting to change the outbound flight reservation for [redacted] to July 29, 2016, and to cancel the flight reservation for [redacted] The customer requested to be refunded for [redacted] ’s ticket, due to the airline schedule change Expedia contacted the airline; however, they were not available In reviewing the customer’s account on July 13, 2106, the ticket for [redacted] was refunded in full The ticket for [redacted] , was refunded for the return flight, because the outbound flight was used SATA Air Acores/SATA International Airlines and Azores Airlines will process the refund back to the customer’s original form of payment The timeframe for the refund can take up to 8-weeks, which is the standard timeframe for all airlines 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
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 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 case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thsnk 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 us Sincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because: the company has done nothing to resolve this issueI was given the coupon for future travel right after I spent hours with customer service months agoIt is clear to me Expedia does not want to fix this issue but rather offer me coupons for future travelWhich a and dollar coupon is an insult to an over 13,dollar travel I booked with them Big mistake ExpediaI will gladly tell all of my traveling family friends and Facebook world to NEVER use themI will never use them eitherInstead of making things right they offer future travel couponsWhy would I use them after my experienceAll that I requested was a room upgrade or partial refund for my troublesA simple gesture like that would have went a long way Sincerely, [redacted] ***
August 9, 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 package reservation We understand [redacted] is requesting a refund and for a hotel booking to be correctedOn July 31, 2016, we received receipt of the Revdex.com complaint Our records reflect on April 25, 2016, the customer self-booked a package reservationTravel was on InterJet Airlines, departing July 31, 2016, from Mexico City, Mexico to Oaxaca, Mexico; returning on August 8, 2016, from Oaxaca, Mexico to Mexico City, MexicoA hotel stay at the Suites Colbri, chedate July 31, 2016, check-out date August 8, The package also includes the Package Protection PlanItinerary Number: [redacted] The customer is stating was advised by Expedia would have an airline credit with InterJetThe customer is stating they would be refunded for the change fees due to the customer purchased the Package Protection PlanThe customer is stating they have not been refunded for the change fee and Expedia booked the customer at the incorrect hotel Upon further researching this matter, on July 13, 2016, the customer sent a copy of the changed flight with InterJet Airlines by emailInterJet charged the customer $for the exchange On July 16, 2016, an agent assisted the customer book a package reservationTravel is on Alitalia Airlines, departing December 12, 2016, from Rome, Italy to Athens, Greece; returning on December 25, 2016, from Athens, Greece to Rome, ItalyA hotel stay at the Nefeli Hotel, chedate December 12, 2016, check-out date December 25, Itinerary Number: [redacted] On July 17, 2016, the customer contacted Expedia, advising that the agent who assisted them booked the incorrect hotelExpedia contacted the hotel; however the hotel manager was not available In reviewing the customer’s account, Expedia was able to contact the Nefeli Hotel; they did authorize to cancel and to submit the refund back to the customer On August 9, 2016, Expedia processed the refund for the exchange fee of $and for the hotel booking $in the total amount of $The timeframe for the refund will be up to to business days We apologize for any inconvenience this may have caused and would like to assure you that your business is important to us 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 10, 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 attentionExpedia, 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 [redacted] ) regarding a hotel reservation We understand Ms [redacted] is stating an error occurred while booking the reservation resulting in the incorrect travel date On June 9, 2015, we contacted Ms [redacted] to acknowledge receipt of her Revdex.com complaint, and to reconfirm the itinerary number associated with the issue as it was not provided in the original informationExpedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and are subject to the rules and restrictions of those providers The policy provided by the hotel and provided on the Expedia website at the time of the booking stated: Cancellation or Change Policy The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedNo refunds will be issued for late cheor early check-outStay extensions require a new reservation We can confirm Ms [redacted] did contact Expedia on April 30, 2015, to request a cancellation for a full refund At the time, we were unable to reach the hotel approver for an authorization to process the customer’s request An email was sent to Ms [redacted] stating the same In researching further, our investigation was unable to identify any error occurred on the Expedia website at the time of the bookingOn June 9, 2015, in an effort to resolve the issue to the customer’s satisfaction, we contacted the hotel to advocate further and the hotel management provided Expedia with an approval to issue the refund We contacted Ms [redacted] to deliver the resolution and restated that the refund would be issued to the original payment used at the time of the booking, which Ms [redacted] accepted The time that it takes for the refund to post to the customer’s account depends on how quickly the credit card company processes these requestsWe thank you for allowing us 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
Complaint: [redacted] I am rejecting this response because: I never authorized the credit card authorization Bottom line I was unaware that I was dealing with Expedia until I called in and asked for a corporate phone number The first agent I spoke with stated she had called the Super and they were fine with cancellation and refund, but that HER MANAGER didn't authorize the refund because of the cancellation policy This is what upset me the most When I asked to speak with the supervisor or manager, he stated to me his hands were tied Expedia just stole from me, for holding a reservation for mins, with no offer of changing days or a different place to stay This was even stated to the manager, that I travel up to 1-times a month on business and or for pleasure So a refund or a credit towards another stay somewhere, would be niceMaybe I would not feel like I have had money stolen from me Sincerely, [redacted] ***
Good afternoon,The below states there is a one time change that will exclude any feesAs the first refund for plane ticket included fees to cancel, this does not pertain to the one time changeThe amount is for the cancellation of the hotel which at the same time, I canceled the other flightThis should be my one time change that does not include feesEven with the hotel, the lady on the phone stated that I would still have to pay for one night of that hotel stayI should be able to get the plane ticket refunded without any fees under the guidelines expedia has copied and pastedI have tried to explain this many times to them Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
September 7, 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 We would be happy to research the customer’s issues and provide a response, however she did not provide an itinerary number for the reservation in question A search of her email and name do not provide an itinerary that matches the information she did give If Ms [redacted] will respond to this reply with an itinerary number, and if possible, the email address she used on the August 30, booking we will look into this matter and respond with our findings 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 Corporate Customer Service
December 10, 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on July 7, 2015, the customer self-booked a hotel using the Expedia.com websiteAccommodations were at the [redacted] Hotel and Casino from December 4, 2015, to December 7, We understand from the complaint the customer is requesting compensationUpon receipt of the Revdex.com submission, we verified on December 3, 2015, the customer contacted Expedia due to a phone call with the customer and the hotel directly stating she had no reservationHowever, according to Expedia documentation, [redacted] Hotel and Casino confirmed the reservation as shown below: • JUL 06:PM PDT • [redacted] @mgmresorts.com • Confirmed • Reservations • Reserve We apologize for any inconvenience that may have occurredSince 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 matterWe 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.Tier Customer Service
July 2, July 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] We regret to hear she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com case ID # [redacted] ) regarding a flight reservationAt the time of the phone call from Ms [redacted] , the assisting representative was unable to locate the same flights at the same charge the customer was seeing on the Expedia.com websiteThe Expedia website works from a live airline inventory systemAs airlines routinely change their prices, changes can occur at any time during the booking processIn addition, Expedia is an online travel website, we give the customer the capability to choose the dates, flights, and airlines of their choice however the actual cost of the airline ticket is charged by the carrier directly, not ExpediaAlthough the customer was able to see a different charge on her end, prior to entering her credit card information the site would have advised Ms [redacted] of the price increase as it was updating the informationOn June 3, the customer was offered a $Travel Coupon as compensation at which time the customer agreedThe Travel Coupon was provided to Ms [redacted] Expedia’s accountPlease accept our apologies in regards to the hold times and/or disconnections you experienced while attempting to contact our Customer Support departmentWe regret any inconvenience that may have occurred however Expedia will not be offering and further compensationWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
June 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, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on May 16, 2017, Mr [redacted] booked a two-night stay at the [redacted] from May 16, through May 18, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative 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 purchasingAs such the following cancellation policy would have been provided at the time of booking The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded According to Mr***’s complaint that he checked that there were no cancellation fees prior to bookingHe says that he proceeded with the booking since there were no cancellation feesMr***s stated that he needed to cancel the reservation due to changes made to his itinerary Please note that each of the hotels 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 themThere were no errors made by Expedia in regards to this bookingMr [redacted] complained about customer service that he received when he asked to cancel, but the request was denied per the hotel’s policy, not Expedia’s While we acknowledge this complaint as something Expedia is not responsible for, because we value Mr [redacted] as a customer and regret the experience that he reports, we have already undertaken an exception to resolve his complaintA refund in the full amount of his booking $was issued to his original form of payment as a onetime courtesyRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly his credit card company processes refunds 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
Complaint: [redacted] I am rejecting this response because: Expedia BLAMES Lufthansa for the delays Lufthansa blames Expedia that Expedia is responsible for doing itThe customer is caught in between I specifically asked from you for documentation on the number of hours your agents spent with LufthansaPlease provide these documents Why are you dodging that request? At 4.45pm on Friday, March 11th, well after my first call to Expedia at about 1.30pm, Your Supervisor Rebecca told me that Lufthansa Office is NOW GOING TO BE CLOSED and not enough time to process the change today; Aand that Expedia WILL process that change on March 14thWhy did EXPEDIA FAIL on that commitment? You are blaming LUFTHANSA without providing supporting documentation IN any case EXPEDIA failed on REBECCA's word that the change WILL be done on Mar 14thShe made that committment after talking to LUFTHANSA agents and checking what needs to be done, how and processing times: i.ethat 15minutes left on Friday March11th was NOT good enough etc Why is it that you made one of the two requested changes only on April 4th, well after the deadline of Monday March 14th set by your supervisor Rebecca? Is it because by then I had filed a complained with Revdex.com and then you CHOSE to finally look into it? You have miserably FAILED as travel agentTravel Agents are expected to make such changesIn fact, before purchasing the tickets my wife called and asked about fees for such changes: your agent had replied "The fee is $PLUS fare difference"He did NOT say that, the processing time would be calendar days and a complaint to Revdex.comIf he had stated the TRUTH that you need 20days and a Revdex.com complaint for one change (and NEVER for the second change!), do you think we would have purchased the tickets with you? Quite frankly we do travel a lot all OVER the worldAnd We do make changes especially due to the fact that we have aging parents who run into medical emergencies This experience with EXPEDIA has been the worstI will be glad to document ALL these PUBLIC exchanges and write a balanced review Best, [redacted] Sincerely, [redacted] ***
August 13, 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, 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 February 15, 2015, Mrs [redacted] booked an Expedia Vacation Package which included roundtrip flights from New Orleans, Louisiana to Cozumel, Mexico and a six-night resort stay from July 18, 2015, through July 24, We understand from Mrs***’s complaint that she arrived at the airport to learn that the flight she scheduled for 9:AM had departed at 8:AMAccording to her complaint, she was not informed about the schedule changeAlthough she was provided with an airline credit for the missed flights the airline could not accommodate her until the following Monday which was two days awayAs a result, Mrs [redacted] accrued additional expenses of approximately $1,700.00, which she is seeking reimbursement forMrs [redacted] eventually purchased tickets through another airline to reach her destination on the following day which also required a one-night hotel stay in New Orleans We have reviewed the circumstances regarding Mrs***’s complaintAccording to our records, an email was sent to inform her of the schedule changeAs she missed the first night of her stay in Cozumel, we were able to process a refund of $on August 5, 2015, to the original form of paymentWe are unable to offer a refund for the other expenses mentioned in the complaint based on the information that we have gatheredWe apologize for the inconvenience this may have caused Please be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changesAn involuntary airline schedule change can include a change in flight numbers, departure and arrival times or operating equipmentOur records show that Mrs***’s flight reservation was affected by minor flight time changes impacting her outbound flightAs these changes were considered minor by airline standards, Expedia accepted these changes on her behalfWe regret that she did not receive the email that we sent her regarding the change 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
April 14, Revdex.com Expedia – 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] regarding the refund request for flight exchange Our records show on February 2nd, 2016, Ms [redacted] completed a package booking on ExpediaWe understand from Ms [redacted] ’s complaint, after requesting a flight exchange on March 22nd, 2016, inaccurate information was provided which resulted in being unable to change the flight or given a refund for the amount of the ticketsThe customer is requesting for the refund of the airfare in the amount of USD$ Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matter and as a courtesy a $refund has been processed back to the original form of paymentAs credit has been given to the customer and the issue has been resolved to Ms [redacted] desired outcome, Expedia considers this matter closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Daniel A [redacted] Tier Customer ServiceTell us why here
January 27, Revdex.com Expedia – DoPont, 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 refund Our records indicate that on July 11, 2016, Mr [redacted] or an authorized user on his account purchased four- non-refundable, round-trip tickets online via Expedia.com, departing on December 25, 2016, from Rapid City, South Dakota, travelling to Allentown Bthlem, Pennsylvania, and returning on December 30, 2016, via United Airlines itinerary [redacted] We understand from Mr [redacted] complaint that his flight was cancelled due to bad weather and United Airlines issued a full refundMr [redacted] is seeking a refund Upon receipt of Mr [redacted] complaint, we investigated the issues which were brought to our attentionWe can confirm that on December 25, 2016, United Airlines processed a refund back to the original form of payment After further researching this matter, we can confirm that on January 27, 2017, our representative contacted United Airlines to confirm that a refund has been processedOur representative was advised that a full refund for each ticket was processed and a check was sent to ExpediaAt this time, Expedia has not received said check to process a refundUpon receipt of said funds, Expedia will process a full refundWe ask that Mr [redacted] please allow at least two billing cycles Based on the above, Expedia is unable to honor Mr [redacted] refund requestAgain, 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, LaToya J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: It looks like we are running in circles hereI had to cancel the trip because of a medical emergency and the agent told me I had one year to rebook the flight and my understanding was that the year starts from the departure day (Common sense!!)This case is not going to be closed until I get a refund for the flight and the hotel rooms that I did not usePlease do not send me emails to repeat what you've already said so many timesContact me when you come up with an actual resolution to this problemThis is unacceptable customer service!! Sincerely, [redacted]
September 24, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service %
September 11, 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, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on August 20, 2015, Mr [redacted] booked a one-night reservation at the [redacted] from August 21, 2015, through August 22, 2015, utilizing our Unpublished Rate promotionWhen a customer books an Expedia Unpublished Rate hotel (also known as "opaque"), they do not know the hotel name until after bookingBefore purchase, the customer must accept the Rules and Restrictions which state "ALL BOOKINGS ARE FINAL and cannot be cancelled, refunded, changed, exchanged, or transferredAccording to Mr [redacted] , he requested a location with a star rating, but was booked at a star location insteadHe contacted our office to request that we issue a full refund or an upgrade to a star propertyIn his Revdex.com complaint, Mr [redacted] is asking for an additional $for time spent addressing this issue with our customer service representatives Mr [redacted] contacted our office on August 20, 2015, and discussed the matter with Expedia representativesAlthough his refund request was denied due to the property being deemed non-refundable, in good faith, we issued a $Expedia Travel Coupon which is valid through August 19, At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stayWhile we do not view this complaint as something Expedia is responsible for, because we value Mr [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaintA refund in the amount of $was issued to his original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly his credit card company processes refundsExpedia is unable to honor Mr [redacted] ’s request for compensation for time spend discussing his dispute 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
May 9, 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 refund Our records indicate that on April 20, 2017, Mr [redacted] or an authorized user of his account, booked a two night stay online via Expedia.com, at the Hercor Hotel-Urban Boutique, checking in on May 2, and checking out on May 4, 2017, via itinerary [redacted] We understand from Mr [redacted] ’s complaint that he claims that he received an email confirmation informing that he had until 11:59PM May 1, to cancel his reservation and receive a full refundMr [redacted] is seeking a refund in the amount of $ Upon receipt of Mr [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on May 1, 2017, Mr [redacted] contacted Expedia’s customer service department to get assistance with cancelling his reservation and receiving a refundAt that time, our representative advised Mr [redacted] that he had until 11:59PM on April 30, 2017, to cancel and receive a full refundNo changes were made at that time After further review of Mr [redacted] ’s complaint, we contacted the hotel and confirmed that Mr [redacted] utilized his reservation checking in on May 2, 2017, at 8:10PM and checked-out on May 4, 2017, at 10:09AM Based on the above, Expedia is unable to honor Mr [redacted] ’s refund requestHowever, as a gesture of good faith Expedia would like to offer Mr [redacted] a $Expedia travel coupon valid for one year from the date of this responseThe coupon can be used toward any Expedia standalone hotel or vacation packageAgain, 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, LaToya J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: In my opinion the site is set up to unfairly charge customersAs there is no way to issue any refunds as we decided to go with a more reputable company However I will most definitely leave reviews that reflect our opinion on the matter and our treatment Sincerely, [redacted]
July 25, 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 refund On July 12, 2016, we received receipt of the Revdex.com complaint Our records reflect on January 25, 2016, the customer self-booked a combinable one-way flight reservation for [redacted] and [redacted] using Expedia.com Travel was on SATA Air Acores/SATA International Airlines; departing July 21, 2016, from Oakland, California to Terceria, Portugal; returning on August 4, 2016, from Terceria, Portugal to Oakland, California with Azores Airlines The customer is stating, they contacted Expedia due to an airline schedule change to cancel the flight reservation The customer is stating they have not been refunded 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 SATA Air Acores/SATA International Airlines and Azores Airlines were 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 June 25, 2016, the customer contacted Expedia, requesting to change the outbound flight reservation for [redacted] to July 29, 2016, and to cancel the flight reservation for [redacted] The customer requested to be refunded for [redacted] ’s ticket, due to the airline schedule change Expedia contacted the airline; however, they were not available In reviewing the customer’s account on July 13, 2106, the ticket for [redacted] was refunded in full The ticket for [redacted] , was refunded for the return flight, because the outbound flight was used SATA Air Acores/SATA International Airlines and Azores Airlines will process the refund back to the customer’s original form of payment The timeframe for the refund can take up to 8-weeks, which is the standard timeframe for all airlines 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
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 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 case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thsnk 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 us Sincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because: the company has done nothing to resolve this issueI was given the coupon for future travel right after I spent hours with customer service months agoIt is clear to me Expedia does not want to fix this issue but rather offer me coupons for future travelWhich a and dollar coupon is an insult to an over 13,dollar travel I booked with them Big mistake ExpediaI will gladly tell all of my traveling family friends and Facebook world to NEVER use themI will never use them eitherInstead of making things right they offer future travel couponsWhy would I use them after my experienceAll that I requested was a room upgrade or partial refund for my troublesA simple gesture like that would have went a long way Sincerely, [redacted] ***
August 9, 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 package reservation We understand [redacted] is requesting a refund and for a hotel booking to be correctedOn July 31, 2016, we received receipt of the Revdex.com complaint Our records reflect on April 25, 2016, the customer self-booked a package reservationTravel was on InterJet Airlines, departing July 31, 2016, from Mexico City, Mexico to Oaxaca, Mexico; returning on August 8, 2016, from Oaxaca, Mexico to Mexico City, MexicoA hotel stay at the Suites Colbri, chedate July 31, 2016, check-out date August 8, The package also includes the Package Protection PlanItinerary Number: [redacted] The customer is stating was advised by Expedia would have an airline credit with InterJetThe customer is stating they would be refunded for the change fees due to the customer purchased the Package Protection PlanThe customer is stating they have not been refunded for the change fee and Expedia booked the customer at the incorrect hotel Upon further researching this matter, on July 13, 2016, the customer sent a copy of the changed flight with InterJet Airlines by emailInterJet charged the customer $for the exchange On July 16, 2016, an agent assisted the customer book a package reservationTravel is on Alitalia Airlines, departing December 12, 2016, from Rome, Italy to Athens, Greece; returning on December 25, 2016, from Athens, Greece to Rome, ItalyA hotel stay at the Nefeli Hotel, chedate December 12, 2016, check-out date December 25, Itinerary Number: [redacted] On July 17, 2016, the customer contacted Expedia, advising that the agent who assisted them booked the incorrect hotelExpedia contacted the hotel; however the hotel manager was not available In reviewing the customer’s account, Expedia was able to contact the Nefeli Hotel; they did authorize to cancel and to submit the refund back to the customer On August 9, 2016, Expedia processed the refund for the exchange fee of $and for the hotel booking $in the total amount of $The timeframe for the refund will be up to to business days We apologize for any inconvenience this may have caused and would like to assure you that your business is important to us 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 10, 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 attentionExpedia, 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 [redacted] ) regarding a hotel reservation We understand Ms [redacted] is stating an error occurred while booking the reservation resulting in the incorrect travel date On June 9, 2015, we contacted Ms [redacted] to acknowledge receipt of her Revdex.com complaint, and to reconfirm the itinerary number associated with the issue as it was not provided in the original informationExpedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and are subject to the rules and restrictions of those providers The policy provided by the hotel and provided on the Expedia website at the time of the booking stated: Cancellation or Change Policy The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedNo refunds will be issued for late cheor early check-outStay extensions require a new reservation We can confirm Ms [redacted] did contact Expedia on April 30, 2015, to request a cancellation for a full refund At the time, we were unable to reach the hotel approver for an authorization to process the customer’s request An email was sent to Ms [redacted] stating the same In researching further, our investigation was unable to identify any error occurred on the Expedia website at the time of the bookingOn June 9, 2015, in an effort to resolve the issue to the customer’s satisfaction, we contacted the hotel to advocate further and the hotel management provided Expedia with an approval to issue the refund We contacted Ms [redacted] to deliver the resolution and restated that the refund would be issued to the original payment used at the time of the booking, which Ms [redacted] accepted The time that it takes for the refund to post to the customer’s account depends on how quickly the credit card company processes these requestsWe thank you for allowing us 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
Complaint: [redacted] I am rejecting this response because: I never authorized the credit card authorization Bottom line I was unaware that I was dealing with Expedia until I called in and asked for a corporate phone number The first agent I spoke with stated she had called the Super and they were fine with cancellation and refund, but that HER MANAGER didn't authorize the refund because of the cancellation policy This is what upset me the most When I asked to speak with the supervisor or manager, he stated to me his hands were tied Expedia just stole from me, for holding a reservation for mins, with no offer of changing days or a different place to stay This was even stated to the manager, that I travel up to 1-times a month on business and or for pleasure So a refund or a credit towards another stay somewhere, would be niceMaybe I would not feel like I have had money stolen from me Sincerely, [redacted] ***
Good afternoon,The below states there is a one time change that will exclude any feesAs the first refund for plane ticket included fees to cancel, this does not pertain to the one time changeThe amount is for the cancellation of the hotel which at the same time, I canceled the other flightThis should be my one time change that does not include feesEven with the hotel, the lady on the phone stated that I would still have to pay for one night of that hotel stayI should be able to get the plane ticket refunded without any fees under the guidelines expedia has copied and pastedI have tried to explain this many times to them Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
September 7, 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 We would be happy to research the customer’s issues and provide a response, however she did not provide an itinerary number for the reservation in question A search of her email and name do not provide an itinerary that matches the information she did give If Ms [redacted] will respond to this reply with an itinerary number, and if possible, the email address she used on the August 30, booking we will look into this matter and respond with our findings 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 Corporate Customer Service
December 10, 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on July 7, 2015, the customer self-booked a hotel using the Expedia.com websiteAccommodations were at the [redacted] Hotel and Casino from December 4, 2015, to December 7, We understand from the complaint the customer is requesting compensationUpon receipt of the Revdex.com submission, we verified on December 3, 2015, the customer contacted Expedia due to a phone call with the customer and the hotel directly stating she had no reservationHowever, according to Expedia documentation, [redacted] Hotel and Casino confirmed the reservation as shown below: • JUL 06:PM PDT • [redacted] @mgmresorts.com • Confirmed • Reservations • Reserve We apologize for any inconvenience that may have occurredSince 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 matterWe 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.Tier Customer Service
July 2, July 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] We regret to hear she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com case ID # [redacted] ) regarding a flight reservationAt the time of the phone call from Ms [redacted] , the assisting representative was unable to locate the same flights at the same charge the customer was seeing on the Expedia.com websiteThe Expedia website works from a live airline inventory systemAs airlines routinely change their prices, changes can occur at any time during the booking processIn addition, Expedia is an online travel website, we give the customer the capability to choose the dates, flights, and airlines of their choice however the actual cost of the airline ticket is charged by the carrier directly, not ExpediaAlthough the customer was able to see a different charge on her end, prior to entering her credit card information the site would have advised Ms [redacted] of the price increase as it was updating the informationOn June 3, the customer was offered a $Travel Coupon as compensation at which time the customer agreedThe Travel Coupon was provided to Ms [redacted] Expedia’s accountPlease accept our apologies in regards to the hold times and/or disconnections you experienced while attempting to contact our Customer Support departmentWe regret any inconvenience that may have occurred however Expedia will not be offering and further compensationWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service