Complaint: [redacted] I am rejecting this response because:Expedia states that "due to the dates that the customer booked were nonrefundable except for the last nightAny cancellations or changes made before February 25, 2017, the customer would receive a refund for the date(s) that were refundable only"As shown in the attached screenshot, Expedia claim prominently, on screens that make up the short booking process that the relevant booking, at the Clift was "free"It keeps showing that "You can cancel free of charge up until February 25"Only at the very end of the process and in a much smaller type/format, is reference made to conditioned cancellation by hotelUse of the term "free" in the context of cancellation is therefore clearly not accurate, or at least should be clearly qualified at the point at which it is displayed prominentlyOn this basis, I feel that the Expedia booking flow was deceptive and misleadingAs I stated in my original complaint,I would not have made the booking if it had been made clear to me at the time that cancellation was subject to a charge Sincerely, [redacted] ***
August 17, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear she did not accept our response and/or resolution offered As previously advised, the customer was provided compensation in the amount of a $credit towards their new hotel accommodations, a refund in the amount of $37.00, and upgraded hotel accommodation without additional costs to the customer At Expedia, we strive to provide the highest level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as wellWe regret that the customer had a less-than-satisfactory experience when she stayed at the [redacted] , and we hope that our relationship with you will not be negatively affected We have further researched Ms***’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to render to Ms***’s request of a refund Unfortunately, we feel that no further compensation is due on this occasion, and would again like to offer our apologies for any disappointment caused as a result Thank you for allowing us to address this matter further As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case Sincerely, Nicole P [redacted] Tier Customer Service
April 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, 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 March 5, 2017, Mrs [redacted] booked an Expedia Vacation Package which included roundtrip flights from Atlanta, Georgia to London, England and a five-night stay at the [redacted] from April 6, 2017, through April 11, We understand from Mrs [redacted] ’s complaint that she was not pleased with the room that she was issued by the [redacted] hotel so she contacted Expedia immediately but, nothing was done for herShe stated that neither Expedia nor the [redacted] was accommodating and the staff at the hotel was rude to herMrs [redacted] ended up booking another room at the [redacted] that she paid for out of pocketShe is requesting a refund for the vacation package and cab fareShe would also like an apology for the hours she says was spent on the phone with Expedia We regret to hear that Mrs [redacted] ’s vacation experience was not to her satisfactionAll information found on our website is maintained by the individual propertyWe solely rely on the information they provide usAccording to our records, we were contacted on April 11, 2017, the day of check outOur representatives made several attempts to obtain a refund or partial refund from the [redacted] on the customer’s behalfRegrettably, our attempts were unsuccessful Expedia.com acts only as a third party intermediary for hotels and has no control over the hotel, any of the employees or customersHowever, if one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounterMoving forward we encourage Mrs [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrivalThis enables us to attempt to find a resolution at that time, rather than after the fact 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
December 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 Unfortunately we were unable to locate Ms [redacted] account or itinerary with the information providedAt this time we are requesting Ms [redacted] please provide the email address associated to the itineraries mentionedThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further 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 25, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the our actions on behalf of the customer were not successful We have further researched Mr [redacted] ’s issue (Revdex.com case number [redacted] ) regarding a refund that we processed earlier While we show the promised future travel coupon did apply to his account, the refund unfortunately did not process properly On May 25, we have again processed the refund in the amount of $ Our system does show that it has posted successfully Payment Detail Payment ID: [redacted] Date: 5/25/ Itinerary: [redacted] Amount: $ Action: Refunded Form Of Payment: MasterCard Expires: [redacted] Card Holder Name: [redacted] Processed By: Expedia We apologize to the customer for the inconvenience this situation has causedThank you for allowing us to address this matter further If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier – Customer Service Expedia, Inc
Revdex.com April 22, 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.com regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia.com is 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 hotel booking We understand Mr [redacted] is currently requesting a refund of $24.94USD and two coupons of $50.00USD The customer stated that on March 28, 2016, he contacted Expedia.com customer service while he was searching for hotel bookings, and the agent quoted two rooms at the Hotel Rio Suites, for a total of $172.48USD Per the customer, he advised the agent he located the same room type at Rio All Suites, for a total of $128.94USD via the website bookit.com According to the customer, he accepted to book the reservation with the agent on the phone, as the agent verified the rates and advised she could book the reservation via Expedia.com and process a price match as well as a $50.00USD coupon per room However, it has two weeks have past and the customer did not receive the refund or the coupons promised In addition, the customer complains about the long holds and that the agents were not helpful when calling into Expedia.com customer service to complain about the refund delay On April 12, 2016, we received receipt of the Revdex.com complaint On March 28, 2016, assisted by an agent the customer booked a hotel reservation via Expedia.com, itinerary [redacted] with Rio All-Suite Hotel & Casino, for a total of $172.48USD Chewas on April 5, Check-out was on April 6, Our records indicate April 11, 2016; the customer contacted the Expedia.com customer service department to request a refund of the difference in rate and two coupons of $50.00USD The customer acknowledged the agent, who booked the reservation, and advised Mr [redacted] she would submit a price match claim and the customer would receive the refund of the difference in rate, as well as two coupons of $50.00USD However, when the call was escalated to a supervisor, the agent could not hear the customer on the other side After the agent advised the caller, they could not be heard, the call was disconnected In reviewing the customer’s account, we have confirmed there was a service error in Mr [redacted] reservation The Best Price Guaranteed program applies only to customers who purchase an Expedia booking and locate a lower rate within hours of the purchase If customer meets the criteria of the program, Expedia.com will honor a price match and provide the guest a coupon of $50.00USD per booking The agent, who made the reservation, promised the customer a refund for the difference in rate in addition to two coupons of $50.00USD; however, the agent did not submit the claim as promised Expedia has honored Mr [redacted] request and processed a refund of $24.94USD regarding the hotel price matchThe refund will reflect on the customer’s original form of payment within 3-business days In addition, two coupons of $50.00USD were added to Mr [redacted] account Expedia is committed to providing an excellent standard of service to our customers However, there are times when we are unable to reach all of their expectations We apologize that the customer service Mr [redacted] has received did not reflect thisThe feedback that Mr [redacted] has provided to us will be helpful in looking at our customer service and gauging our customer’s satisfaction and perceptions For your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers 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, Misleide B [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: this information is not trueExpedia did not advise us that the reservation was non refundableI did not authorize expedia nor it's rental listing to use my credit card through their paypalAlso I did NOT check in at that property at all, there was no property to check in at!! Expedia.com is trying to cover up for their scam listings instead of taking responsabilityI did not request any vouchers from expedia and I don't want the $voucher you offered me--I mentiones that to several supervisors at expedia Sincerely, [redacted] ***
October 12, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from [redacted] ***We appreciate the customer providing additional information that will assist us in resolving his issue On October 12, 2015, we contacted Mr [redacted] via phone and were able to resolve the matterA refund of $was processed back to the customer’s credit cardA refund receipt was sent to his e-mail address on fileThe time it takes for the refund to post depends on how quickly his bank processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attentionAs this matter has been resolved, we respectfully request the Revdex.com close this case Sincerely, Britt M [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 I've received emails from Expedia on 1/and 1/requesting that I mail a hard copy of my receipt to their Las Vegas office Also, the message I received through Revdex.com states the $certificate has been added to my Expedia accountThe statement by the Expedia rep through Revdex.com is in the past tense, but checking my account today, the $is AWOL I assume it will be added at a future date I have written to the corporate office about the mishandling of this entire affair Someone in authority needs to know that the primary function of Expedia customer service is to invent ways to deny a customers Best Price Guarantee claim If you think I overstate, just Google Expedia complaints There are innumerable complaints just like mine I'm grateful to Revdex.com for assisting me Sincerely, [redacted]
July 29, 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 you Expedia is responding to the consumer complaint for Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on March 12, 2015, Ms [redacted] self-booked a flight reservation using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Washington, DC to Prague, Czech Republic, departing on April 10, 2015, and returning on April 20, We understand Ms [redacted] cancelled her reservation and was advised by the airline that she can utilize the airline ticket credit for future useMs [redacted] states she was not satisfied with the customer service provided by Expedia when contacting us for assistance with booking a new reservation with her airline credit We have verified that on July 14, 2015, Ms [redacted] contacted Expedia to utilize her airline creditThe assisting representatives checked the status of her ticket and advised her that the ticket was refundedExpedia is unable to provide airline credit for tickets that have been previously refunded On July 29, 2015, Expedia contacted [redacted] on the customer’s behalf to verify the status of the ticketWe were advised that the ticket was refunded on June 5, 2015, directly by the airlineThe airline’s representative did not provide Expedia with any additional information regarding the refundAs the ticket was refunded, Expedia is unable to provide Ms [redacted] with airline credit for future use Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and [redacted] and is subject to the rules and restrictions of those providers [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
August 14, 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 his reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
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 meThe only thing which I want to mention here is that expedia whould have never done that, had I not filed the complaint to Revdex.comSo, thanks to Revdex.com.See attached chain of email where they were just wasting my time, back and forth!Sincerely, [redacted] ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Complaint: [redacted] I am rejecting this response because Expedia is the travel agency that I have bought the tickets throughThey claim that they have received acknowledgement of the Jet Blue flight being cancelledIf [redacted] is the company holding the money right now, Expedia should be the intermediary broker for return of the moneyIt is as simple as them showing [redacted] the Jet Blue cancellationExpedia states the [redacted] flights went off with delayI'm sure they did, but I was physically incapable of boarding those flights due to the first part being cancelledExpedia has me calling the airlines, but there is no cross talk, I keep getting sent in circlesThe sole purpose of using Expedia is to act as a flight brokerage agentThey are the party responsible for resolving the issue.Sincerely, [redacted]
August 27, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the refund and exchange issues Our records show on April 19, 2016, Mr [redacted] self-booked an Expedia.com flight reservation via booking number [redacted] with travel dates as August to September 19, We understand from Mr [redacted] s complaint, wrong information was provided by a customer service agent regarding the exchange policy and is requesting compensation Upon researching the customer’s complaint, we can confirm, on August 20, 2016, a refund in the amount of $for the residual amount of the ticket after being exchanged was processed back to the original form of paymentAs usual the credit card company will make the credit available depending on their refund timing policies Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved to Mr [redacted] s desired outcome, Expedia considers this matter closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
April 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mrs [redacted] (Revdex.com case number [redacted] ) regarding an Expedia reservationThe information provided in the customer’s comment was not linked to an accountAt this time we are requesting the customer please provide her son’s itinerary number and the email address used to make the reservationThe customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist furtherWe 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] Corporate Customer Service
June 1, 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 1, 2016, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from New York, New York to Cancun, Mexico and a seven night stay at the GR Solaris Cancun & Spa from June 13, 2016, through June 20, Regrettably, the flights were affected by an airline schedule changeWe understand from Mr***’s complaint that he contacted Expedia for assistance and was informed that he would be charged $per passenger to change his flightsUltimately Mr [redacted] requested to cancel the packageHe also expresses dissatisfaction with the level of customer service that he received Please offer our apologies for any lack of service that Mr [redacted] received while trying to resolve this situationIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry if he feels Expedia has done so On May 12, 2016, we processed a refund of $2,for the lodging portion of the packageOn June 1, 2016, Expedia processed a refund of $for the transportation that was booked along with the packageOur records also confirm Expedia submitted a request to Dynamic Airways to provide waivers that will allow us to refund for the unused flightsWe received approval but, they only provided two waivers for the four passengersWe contacted their office on June 1, 2016, and received instructions to submit another request via emailThey agreed to provide the additional waivers needed to process the refundUpon receipt, we will process the refund on our end and the airline will complete the process on their end 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:This isn't a resolution It is a request for further documentation The extra information should be available to Expedia.com since that's where I made the reservation and I find it pretty odd that they don't have this information However, the information is easily provided I was charged $the first time for Itinerary # [redacted] That itinerary was then cancelled I was then charged $TWO TIMES on Itinerary # [redacted] I previously sent a copy of my bank statement showing that $was taken out three times and now this information shows the itineraries that the $were charged to The third charge was supposed to be refunded as compensation for the unauthorized cancellation of the first $charged on Itinerary # [redacted] To add to the craziness, I never got to use the third insurance because Dollar would not rent me the car My trip began on November 23, November 23rd is my birthday and I didn't notice that my license expired on November 24th Dollar said they couldn't rent me the car because my license would expire during the trip So I renewed my license online and obtained notice from [redacted] Department of Transportation stating that my license renewal had been paid Dollar would not accep this and would not rent me the car I reserved Avis, however, did rent to me so this is Dollar's rule not mine Either way, the $for insurance was never used Sincerely, [redacted]
October 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding Expedia’s Best Price GuaranteeOur records indicate on August 25, 2015, the customer self-booked a flight reservation using the Expedia.com websiteReturn travel was with [redacted] We understand from the complaint, the customer is requesting a refund due to our Best Price GuaranteeUpon receipt of the Revdex.com submission, we have located the customer’s emails regarding the Best Price Guarantee and apologize for any miscommunications that may have occurredAs we are no longer able to verify the exact fare rules on the [redacted] website, Expedia will honor a one-time courtesy refund in the amount of $back to the customer’s original form of payment($X 2) In addition, the customer’s $Expedia Travel Coupon will be added to their account within to weeks after the qualifying travel itinerary has been completedExpedia has attempted to process the refund back to the original form of payment however it was deniedAt this time we have documented [redacted] account ( # [redacted] ) and request the customer to contact Expedia with current charge card information so we may process the refundWe 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
Complaint: [redacted] I am rejecting this response because: The Expedia agent clearly is clearly lying We were billed on Aug (see refin the attached files) for $for them "correcting" the change we asked for on Aug 8th and for which we had already been billed on Aug 8th for $(see ref6) Then, when we found that when doing amending the error Expedia had lowered our class from Premium to Economy, we had to pay [redacted] $on Sep 8th Expedia has overcharged us for one change to a Premium economy return, failed to act responsibly and is outrageously lying about the facts I am expecting the full refund of the $1,from Expedia If they made a partial refund, they need to refund the balance They should call or email with an apology for ruining a vacation, causing extreme stress to me and my family, hanging up the phone at their corporate office ( a man called Billy hung up on me) and being dishonest in presenting the factsSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:CHANGES: ANY TIME:CHARGE USD FOR REISSUE/REVALIDATION.AFTER DEPARTURE-THE ITINERARY MUST BE RE-PRICED USING HISTORICAL FARES IN EFFECT ON THE ORIGINAL TICKETING DATETHE NEW ITINERARY MUST MEET ALL THE RULE PROVISIONS OF THE NEWLY TICKETED FARES SUCH THAT THE RECALCULATED FARE COULD HAVE BEEN USED FOR THE NEW ITINERARY IF PURCHASED ON THE ORIGINAL TICKET ISSUE DATE NEW FARE MAY BE EQUAL OR HIGHERWHEN THE NEW ITINERARY RESULTS IN A HIGHER FARE THE DIFFERENCE WILL BE COLLECTED AND THE CHANGE FEE WILL BE APPLIEDThe response to my request for change of itinerary from Expedia is not conformant with their stated policyI did not purchase the original on a discount price and so the new fare should be reflective of the 'normal' priceI understand that there could be some adjustment (up/down) on price plus the fineBut the response that I have used up all the money on the outbound flight is not acceptable Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:Expedia states that "due to the dates that the customer booked were nonrefundable except for the last nightAny cancellations or changes made before February 25, 2017, the customer would receive a refund for the date(s) that were refundable only"As shown in the attached screenshot, Expedia claim prominently, on screens that make up the short booking process that the relevant booking, at the Clift was "free"It keeps showing that "You can cancel free of charge up until February 25"Only at the very end of the process and in a much smaller type/format, is reference made to conditioned cancellation by hotelUse of the term "free" in the context of cancellation is therefore clearly not accurate, or at least should be clearly qualified at the point at which it is displayed prominentlyOn this basis, I feel that the Expedia booking flow was deceptive and misleadingAs I stated in my original complaint,I would not have made the booking if it had been made clear to me at the time that cancellation was subject to a charge Sincerely, [redacted] ***
August 17, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear she did not accept our response and/or resolution offered As previously advised, the customer was provided compensation in the amount of a $credit towards their new hotel accommodations, a refund in the amount of $37.00, and upgraded hotel accommodation without additional costs to the customer At Expedia, we strive to provide the highest level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as wellWe regret that the customer had a less-than-satisfactory experience when she stayed at the [redacted] , and we hope that our relationship with you will not be negatively affected We have further researched Ms***’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to render to Ms***’s request of a refund Unfortunately, we feel that no further compensation is due on this occasion, and would again like to offer our apologies for any disappointment caused as a result Thank you for allowing us to address this matter further As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case Sincerely, Nicole P [redacted] Tier Customer Service
April 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, 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 March 5, 2017, Mrs [redacted] booked an Expedia Vacation Package which included roundtrip flights from Atlanta, Georgia to London, England and a five-night stay at the [redacted] from April 6, 2017, through April 11, We understand from Mrs [redacted] ’s complaint that she was not pleased with the room that she was issued by the [redacted] hotel so she contacted Expedia immediately but, nothing was done for herShe stated that neither Expedia nor the [redacted] was accommodating and the staff at the hotel was rude to herMrs [redacted] ended up booking another room at the [redacted] that she paid for out of pocketShe is requesting a refund for the vacation package and cab fareShe would also like an apology for the hours she says was spent on the phone with Expedia We regret to hear that Mrs [redacted] ’s vacation experience was not to her satisfactionAll information found on our website is maintained by the individual propertyWe solely rely on the information they provide usAccording to our records, we were contacted on April 11, 2017, the day of check outOur representatives made several attempts to obtain a refund or partial refund from the [redacted] on the customer’s behalfRegrettably, our attempts were unsuccessful Expedia.com acts only as a third party intermediary for hotels and has no control over the hotel, any of the employees or customersHowever, if one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounterMoving forward we encourage Mrs [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrivalThis enables us to attempt to find a resolution at that time, rather than after the fact 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
December 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 Unfortunately we were unable to locate Ms [redacted] account or itinerary with the information providedAt this time we are requesting Ms [redacted] please provide the email address associated to the itineraries mentionedThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further 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 25, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the our actions on behalf of the customer were not successful We have further researched Mr [redacted] ’s issue (Revdex.com case number [redacted] ) regarding a refund that we processed earlier While we show the promised future travel coupon did apply to his account, the refund unfortunately did not process properly On May 25, we have again processed the refund in the amount of $ Our system does show that it has posted successfully Payment Detail Payment ID: [redacted] Date: 5/25/ Itinerary: [redacted] Amount: $ Action: Refunded Form Of Payment: MasterCard Expires: [redacted] Card Holder Name: [redacted] Processed By: Expedia We apologize to the customer for the inconvenience this situation has causedThank you for allowing us to address this matter further If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier – Customer Service Expedia, Inc
Revdex.com April 22, 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.com regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia.com is 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 hotel booking We understand Mr [redacted] is currently requesting a refund of $24.94USD and two coupons of $50.00USD The customer stated that on March 28, 2016, he contacted Expedia.com customer service while he was searching for hotel bookings, and the agent quoted two rooms at the Hotel Rio Suites, for a total of $172.48USD Per the customer, he advised the agent he located the same room type at Rio All Suites, for a total of $128.94USD via the website bookit.com According to the customer, he accepted to book the reservation with the agent on the phone, as the agent verified the rates and advised she could book the reservation via Expedia.com and process a price match as well as a $50.00USD coupon per room However, it has two weeks have past and the customer did not receive the refund or the coupons promised In addition, the customer complains about the long holds and that the agents were not helpful when calling into Expedia.com customer service to complain about the refund delay On April 12, 2016, we received receipt of the Revdex.com complaint On March 28, 2016, assisted by an agent the customer booked a hotel reservation via Expedia.com, itinerary [redacted] with Rio All-Suite Hotel & Casino, for a total of $172.48USD Chewas on April 5, Check-out was on April 6, Our records indicate April 11, 2016; the customer contacted the Expedia.com customer service department to request a refund of the difference in rate and two coupons of $50.00USD The customer acknowledged the agent, who booked the reservation, and advised Mr [redacted] she would submit a price match claim and the customer would receive the refund of the difference in rate, as well as two coupons of $50.00USD However, when the call was escalated to a supervisor, the agent could not hear the customer on the other side After the agent advised the caller, they could not be heard, the call was disconnected In reviewing the customer’s account, we have confirmed there was a service error in Mr [redacted] reservation The Best Price Guaranteed program applies only to customers who purchase an Expedia booking and locate a lower rate within hours of the purchase If customer meets the criteria of the program, Expedia.com will honor a price match and provide the guest a coupon of $50.00USD per booking The agent, who made the reservation, promised the customer a refund for the difference in rate in addition to two coupons of $50.00USD; however, the agent did not submit the claim as promised Expedia has honored Mr [redacted] request and processed a refund of $24.94USD regarding the hotel price matchThe refund will reflect on the customer’s original form of payment within 3-business days In addition, two coupons of $50.00USD were added to Mr [redacted] account Expedia is committed to providing an excellent standard of service to our customers However, there are times when we are unable to reach all of their expectations We apologize that the customer service Mr [redacted] has received did not reflect thisThe feedback that Mr [redacted] has provided to us will be helpful in looking at our customer service and gauging our customer’s satisfaction and perceptions For your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers 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, Misleide B [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: this information is not trueExpedia did not advise us that the reservation was non refundableI did not authorize expedia nor it's rental listing to use my credit card through their paypalAlso I did NOT check in at that property at all, there was no property to check in at!! Expedia.com is trying to cover up for their scam listings instead of taking responsabilityI did not request any vouchers from expedia and I don't want the $voucher you offered me--I mentiones that to several supervisors at expedia Sincerely, [redacted] ***
October 12, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from [redacted] ***We appreciate the customer providing additional information that will assist us in resolving his issue On October 12, 2015, we contacted Mr [redacted] via phone and were able to resolve the matterA refund of $was processed back to the customer’s credit cardA refund receipt was sent to his e-mail address on fileThe time it takes for the refund to post depends on how quickly his bank processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attentionAs this matter has been resolved, we respectfully request the Revdex.com close this case Sincerely, Britt M [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 I've received emails from Expedia on 1/and 1/requesting that I mail a hard copy of my receipt to their Las Vegas office Also, the message I received through Revdex.com states the $certificate has been added to my Expedia accountThe statement by the Expedia rep through Revdex.com is in the past tense, but checking my account today, the $is AWOL I assume it will be added at a future date I have written to the corporate office about the mishandling of this entire affair Someone in authority needs to know that the primary function of Expedia customer service is to invent ways to deny a customers Best Price Guarantee claim If you think I overstate, just Google Expedia complaints There are innumerable complaints just like mine I'm grateful to Revdex.com for assisting me Sincerely, [redacted]
July 29, 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 you Expedia is responding to the consumer complaint for Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on March 12, 2015, Ms [redacted] self-booked a flight reservation using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Washington, DC to Prague, Czech Republic, departing on April 10, 2015, and returning on April 20, We understand Ms [redacted] cancelled her reservation and was advised by the airline that she can utilize the airline ticket credit for future useMs [redacted] states she was not satisfied with the customer service provided by Expedia when contacting us for assistance with booking a new reservation with her airline credit We have verified that on July 14, 2015, Ms [redacted] contacted Expedia to utilize her airline creditThe assisting representatives checked the status of her ticket and advised her that the ticket was refundedExpedia is unable to provide airline credit for tickets that have been previously refunded On July 29, 2015, Expedia contacted [redacted] on the customer’s behalf to verify the status of the ticketWe were advised that the ticket was refunded on June 5, 2015, directly by the airlineThe airline’s representative did not provide Expedia with any additional information regarding the refundAs the ticket was refunded, Expedia is unable to provide Ms [redacted] with airline credit for future use Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and [redacted] and is subject to the rules and restrictions of those providers [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
August 14, 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 his reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
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 meThe only thing which I want to mention here is that expedia whould have never done that, had I not filed the complaint to Revdex.comSo, thanks to Revdex.com.See attached chain of email where they were just wasting my time, back and forth!Sincerely, [redacted] ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Complaint: [redacted] I am rejecting this response because Expedia is the travel agency that I have bought the tickets throughThey claim that they have received acknowledgement of the Jet Blue flight being cancelledIf [redacted] is the company holding the money right now, Expedia should be the intermediary broker for return of the moneyIt is as simple as them showing [redacted] the Jet Blue cancellationExpedia states the [redacted] flights went off with delayI'm sure they did, but I was physically incapable of boarding those flights due to the first part being cancelledExpedia has me calling the airlines, but there is no cross talk, I keep getting sent in circlesThe sole purpose of using Expedia is to act as a flight brokerage agentThey are the party responsible for resolving the issue.Sincerely, [redacted]
August 27, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the refund and exchange issues Our records show on April 19, 2016, Mr [redacted] self-booked an Expedia.com flight reservation via booking number [redacted] with travel dates as August to September 19, We understand from Mr [redacted] s complaint, wrong information was provided by a customer service agent regarding the exchange policy and is requesting compensation Upon researching the customer’s complaint, we can confirm, on August 20, 2016, a refund in the amount of $for the residual amount of the ticket after being exchanged was processed back to the original form of paymentAs usual the credit card company will make the credit available depending on their refund timing policies Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved to Mr [redacted] s desired outcome, Expedia considers this matter closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
April 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mrs [redacted] (Revdex.com case number [redacted] ) regarding an Expedia reservationThe information provided in the customer’s comment was not linked to an accountAt this time we are requesting the customer please provide her son’s itinerary number and the email address used to make the reservationThe customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist furtherWe 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] Corporate Customer Service
June 1, 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 1, 2016, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from New York, New York to Cancun, Mexico and a seven night stay at the GR Solaris Cancun & Spa from June 13, 2016, through June 20, Regrettably, the flights were affected by an airline schedule changeWe understand from Mr***’s complaint that he contacted Expedia for assistance and was informed that he would be charged $per passenger to change his flightsUltimately Mr [redacted] requested to cancel the packageHe also expresses dissatisfaction with the level of customer service that he received Please offer our apologies for any lack of service that Mr [redacted] received while trying to resolve this situationIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry if he feels Expedia has done so On May 12, 2016, we processed a refund of $2,for the lodging portion of the packageOn June 1, 2016, Expedia processed a refund of $for the transportation that was booked along with the packageOur records also confirm Expedia submitted a request to Dynamic Airways to provide waivers that will allow us to refund for the unused flightsWe received approval but, they only provided two waivers for the four passengersWe contacted their office on June 1, 2016, and received instructions to submit another request via emailThey agreed to provide the additional waivers needed to process the refundUpon receipt, we will process the refund on our end and the airline will complete the process on their end 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:This isn't a resolution It is a request for further documentation The extra information should be available to Expedia.com since that's where I made the reservation and I find it pretty odd that they don't have this information However, the information is easily provided I was charged $the first time for Itinerary # [redacted] That itinerary was then cancelled I was then charged $TWO TIMES on Itinerary # [redacted] I previously sent a copy of my bank statement showing that $was taken out three times and now this information shows the itineraries that the $were charged to The third charge was supposed to be refunded as compensation for the unauthorized cancellation of the first $charged on Itinerary # [redacted] To add to the craziness, I never got to use the third insurance because Dollar would not rent me the car My trip began on November 23, November 23rd is my birthday and I didn't notice that my license expired on November 24th Dollar said they couldn't rent me the car because my license would expire during the trip So I renewed my license online and obtained notice from [redacted] Department of Transportation stating that my license renewal had been paid Dollar would not accep this and would not rent me the car I reserved Avis, however, did rent to me so this is Dollar's rule not mine Either way, the $for insurance was never used Sincerely, [redacted]
October 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding Expedia’s Best Price GuaranteeOur records indicate on August 25, 2015, the customer self-booked a flight reservation using the Expedia.com websiteReturn travel was with [redacted] We understand from the complaint, the customer is requesting a refund due to our Best Price GuaranteeUpon receipt of the Revdex.com submission, we have located the customer’s emails regarding the Best Price Guarantee and apologize for any miscommunications that may have occurredAs we are no longer able to verify the exact fare rules on the [redacted] website, Expedia will honor a one-time courtesy refund in the amount of $back to the customer’s original form of payment($X 2) In addition, the customer’s $Expedia Travel Coupon will be added to their account within to weeks after the qualifying travel itinerary has been completedExpedia has attempted to process the refund back to the original form of payment however it was deniedAt this time we have documented [redacted] account ( # [redacted] ) and request the customer to contact Expedia with current charge card information so we may process the refundWe 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
Complaint: [redacted] I am rejecting this response because: The Expedia agent clearly is clearly lying We were billed on Aug (see refin the attached files) for $for them "correcting" the change we asked for on Aug 8th and for which we had already been billed on Aug 8th for $(see ref6) Then, when we found that when doing amending the error Expedia had lowered our class from Premium to Economy, we had to pay [redacted] $on Sep 8th Expedia has overcharged us for one change to a Premium economy return, failed to act responsibly and is outrageously lying about the facts I am expecting the full refund of the $1,from Expedia If they made a partial refund, they need to refund the balance They should call or email with an apology for ruining a vacation, causing extreme stress to me and my family, hanging up the phone at their corporate office ( a man called Billy hung up on me) and being dishonest in presenting the factsSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:CHANGES: ANY TIME:CHARGE USD FOR REISSUE/REVALIDATION.AFTER DEPARTURE-THE ITINERARY MUST BE RE-PRICED USING HISTORICAL FARES IN EFFECT ON THE ORIGINAL TICKETING DATETHE NEW ITINERARY MUST MEET ALL THE RULE PROVISIONS OF THE NEWLY TICKETED FARES SUCH THAT THE RECALCULATED FARE COULD HAVE BEEN USED FOR THE NEW ITINERARY IF PURCHASED ON THE ORIGINAL TICKET ISSUE DATE NEW FARE MAY BE EQUAL OR HIGHERWHEN THE NEW ITINERARY RESULTS IN A HIGHER FARE THE DIFFERENCE WILL BE COLLECTED AND THE CHANGE FEE WILL BE APPLIEDThe response to my request for change of itinerary from Expedia is not conformant with their stated policyI did not purchase the original on a discount price and so the new fare should be reflective of the 'normal' priceI understand that there could be some adjustment (up/down) on price plus the fineBut the response that I have used up all the money on the outbound flight is not acceptable Sincerely, [redacted]