June 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Better Business Bureau 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on March 19, 2015, Mr [redacted] self-booked two one-way flight reservations for two travelers using Expedia’s website, itinerary [redacted] The first flight was with [redacted] from Raleigh, NC to Orlando, FL, departing on June 15, 2015, and the second flight with [redacted] from Orlando, FL to Raleigh, NC, departing on June 19, In addition to the flights Mr [redacted] booked travel insurance for the total amount of $On June 6, 2015, Mr [redacted] contacted Expedia and cancelled the reservationWe understand he is requesting a full refund of this itinerary as he states the assisting representative misinformed him of the airline’s cancellation policy at the time of cancellation, which caused him to lose the tickets’ value While we were unable to verify what the information provided by Expedia’s representative at the time of cancellation was, Expedia is willing to issue a refund of Ms [redacted] flights as an offer of good faith A full refund for the airline portion of this booking in the amount of $was issued by Expedia on June 25, 2015, back to the original form of paymentThe time it takes a refund to post to Mr [redacted] account depends on how quickly his credit card company processes refundsAs the travel insurance purchased with the flights is nonrefundable and would have been active even if the correct cancellation policy was provided to the customer when he cancelled the booking, Expedia cannot provide a refund for it 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 11, 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 hotel reservation We understand Mr [redacted] is requesting a refund and compensationOn August 4, 2017, we received receipt of the Revdex.com complaint Our records reflect on July 13, 2017, the customer self-booked a pay later hotel reservation at the Best Western Seattle Airport Hotel with a chedate of July 17, and check-out date of July 18, 2017, via itinerary number [redacted] The customer is stating that he canceled the reservation within the cancellation timeframe; however the customer was not refunded Upon further researching this matter, on July 28, 2017, the customer contacted Expedia advising that he contacted Expedia on July 13, 2017, to cancel the reservation; however the customer did not receive the cancellation confirmation emailThe customer requested the refund Expedia contacted the hotel, who advised that the reservation was marked as a no show and would not authorize the refund In reviewing the account, on August 4, 2017, Expedia contacted the customer advising that we would refund as a one-time courtesy in the amount of $to the original form of paymentIt typically takes 3-business days for the refund, such as this, to appear on the card Based on the above, Expedia is unable to honor the request for the refund or compensationExpedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
September 3, 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 flight cancellation with refund request Our records reflect on August 26, the customer accessed Expedia.com and self-booked itinerary # [redacted] for a round trip flight aboard low cost carrier EasyJet departing from Nantes, Italy on September 23, to London, England, returning September 25, We further show that the customer contacted an Expedia agent on August 26, 2017, within a few hours of booking, requesting to cancel the itinerary and receive a refund Our agent directed the customer to EasyJet Airlines as Expedia is prohibited by the airline from servicing the low cost carrier’s bookings For flight itineraries, the airline is the merchant of record, and the party who charges the customer’s credit card Therefore, only the airline can make a refund With flights that are refundable, and cancelled within hours of booking, the charges are most often held as pending authorizations, and the funds not withdrawn by the airline until the hour period has expired Pending authorizations are placed by the customer’s bank and usually drop off within 3-business days, if the vendor does not debit the account 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 The customer was advised of EasyJet terms of use which require the customer to contact the airline directly for any changes or cancellations Expedia, IncWebsite Terms of Use states in part: http://www.expedia.com/p/info-other/legal.htm This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement")Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in courtYou should also read our Privacy Policy, which also governs your use of the WebsiteBy accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall applyIf you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia PartnersThe Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from Expedia does provide terms of use that the customer agreed to, and also advised the customer, when they contacted Expedia Customer Service, of the policy EasyJet requires both Expedia and the customer to follow to service their itineraries EasyJet was the merchant of record so any refund or release of pending charges would be resolved between EasyJet and the customer, per EasyJet terms 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
Complaint: [redacted] I am rejecting this response because: I have never any consideration regarding the above complaint As I am making plans to go back to Treasure Island in March I would appreciate hearing from Revdex.com or Expedia as to the gross overcharge incurred in MARCH Expedia charged me for a more expensive condo then we were given at the time we checked in to Sunset Vista Expedia claimed that a condo with a partial gulf view was not available, but that was the unit were given According to Expedia, only the more expensive full gulf view condo was available and I agreed to that unit Upon check in Sunset Vista put me in a cheaper unit with partial gulf view I would like some resolution to this issue A refund would be appreciated Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Please find my proof of the itinerary #The system would not allow me to use that # and was trying to chrage me more for the hotel rservationsSincerely, [redacted]
June30, BetterBusiness BureauAlaska,Oregon & Western Washington ComplaintDepartment Re:Expedia Case #: O-*** DearRevdex.com, Thankyou for taking the time to contact Expedia, Incregarding an issue from ourcustomer We appreciate the Revdex.com allowingus to address the comments and concerns which have been brought to ourattention Expedia, Incis disheartenedthe customer felt their concerns were not resolved adequately by our companyprior to seeking further actions from youExpedia,Incis responding to the consumer complaint from [redacted] (Revdex.comcase number [redacted] ) regarding a hotel pricing question We understand the customer is reporting thepricing on a hotel changed during the booking processWeapologize for any inconvenience this may have caused Expedia uses real-time reservation databasesfor our travel products, such as cars, hotels, cruises, and flights These databases link to our vendor partner’scompanies and contain up to the moment prices and availability Information on the databases is updatedconstantly by vendors as pricing changes and travel related items are sold toour customers and customers who are accessing the same pool of productsindependently or through other travel companies Vendors also limit the amount of theirproduct available for discounted pricingAs the discounted items sell out, low prices may no longer be available It ispossible that a specific price or travel item is available when a customerbegins planning a trip, and is no longer available when they try to finalize apurchase All our travel productsprices and availability are subject to change until customers have completedtheir purchase and a reservation is confirmedWe thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G***Tier Customer Service
6, Revdex.com E.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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Mr [redacted] is requesting a refund of a non-refundable hotel bookingOn August 6, we contacted the customer to acknowledge receipt of their Revdex.com complaint and ask for further information to locate his booking Mr [redacted] complaint indicates he booked a one night stay at the [redacted] Hotel in Sacramento, California for July 6, 2015, and was not provided the bed type he had expected He states he left the hotel and did not use the reservation, however since the hotel is a non-refundable property, he was not provided a refund Mr [redacted] complaint does not provide an itinerary number and regrettably we have been unable to locate his booking under his name or email address We are requesting the customer provide the itinerary number, and the email address he booked the reservation under, so we may look into his complaint We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
September 20, Revdex.com E.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 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 unsolicited sales callsWe understand Mr [redacted] is requesting that sales calls be stopped On September 20, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate that the customer is stating he is receiving calls from a company claiming to be Expedia, offering free cruisesThank you for telling us about this incidentExpedia takes this very seriouslyExpedia does not place sales calls such as this and this is a known phishing attempt to gain personal and account information from people We encourage people to give no personal information to anyone identifying themselves as an Expedia representative, in an unsolicited call If any further calls are received, please send an email to ***@expedia.com and tell us the date and time of the call, the phone number that called you, what the caller was requesting, what information you gave them, and your contact information in case we have more questionsIf you have a voicemail from the caller, please attach it to the email You may read more information from Expedia regarding this issue at the following website: http://expedia-english-5.custhelp.com/app/answers/detail/a_id/2433/~/be-on-the-l...⇄ We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:The issue has not been resolved or addressed by Expedia after (four) separate repliesSo far, Expedia has provided (two) responses requesting more time, response addressing a non existent airline reservation (which was never mentioned in my complaint), and response stating reservations had not been cancelled by the customer (me), even though the reservations were in fact cancelled before filing a complaint with the Revdex.com (screenshots of Expedia's site clearly showing the reservations were cancelled were provided during previous communications)To date, Expedia has not deleted my account, nor has it addressed their failure to honor their Best Price Guarantee in regards to the hotel reservations referenced in my original complaint.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I find it unacceptable that Expedia is "willing" to refund the $as a "one time courtesy." As if this is something I'm trying to get for freeIt is unacceptable that a business does not want to take responsibility for their actions and their shady waysAnd won't even apologize!! Sure, I'll take the $dollar refundBut the point of my complaint is to make Expedia accountable for their lies and bad customer service Sincerely, [redacted]
November 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 12, 2015, Ms [redacted] booked a one-night stay at the [redacted] from March 13, to March 14, We understand from Ms [redacted] complaint that she booked a double bed reservation, but was issued a room with one bedShe stated that the room was not satisfactory and that the kitchen was unfurnishedMs [redacted] also stated that she contacted Expedia and went through the chain of command but, would like to request a refund We regret to hear that Ms [redacted] experience was not to her satisfactionOn November 25, 2015, we contacted the [redacted] to inquire about a refund on Ms [redacted] behalfWe were advised that there was no record of the customer filing a complaint regarding the condition of her roomWe were also informed that Ms [redacted] had a reservation for a Studio with a king bed and a sofa bedAs a result, a refund was not an option 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 Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Expedia; your response is disappointingI hope that whomever comes into contact with this is able to experience what I did so that you are able to have empathy and more importantly as a (past) customer, accountability Your reps provided some of the worst customer service at the worst time via phone call, while I was being stared at by airport officials and/or Chinese police who refused to allow me to do any of the following: Get a translator (English) Get a flight out of China anywhere (USA/HK/South Korea) Cash Refund (To buy an immediate flight out) No airport or Expedia reps to assist me No offer of a hotel after keeping me from a flight YOUR service booked that the Xiamen airport representatives said is IMPOSSIBLE to have booked and is EXPEDIA's responsibility to book flight schedules that adhere to airline and country policy No reps that could efficiently handle any of my three calls (A ridiculous hour hold time, while airport officials yell at me behind security) No offer to refund the ENTIRE trip, or offer of ANYTHING; future flights, offer of accommodation, words of encouragement even I travel frequently and often, in the past as a former government official for Korea, and now as a trading businessman, and I will never use Expedia's service againMy family, the international company I work for with frequent trips between HK and Korea and USA and China will also never use this service again You have not satisfied my request for a refund, and the fact you are saying I must ask the airlines for a refund is PRECISELY what Korean Air was telling me; go to your awfully represented travel service for a refundSpeaking of principle, I noticed you didn't mention my second call, from whom the representative was rude, and destructive to my safety while I urged him to get me out of ChinaChina is no joke for Americans, and your company is willing to take my money to re-book flights out of China and take a service cut, but aren't willing to take responsibility for making what could have developed into a PR nightmare for your company with a US expat trapped without representation in ChinaI wonder if you or anyone else at Expedia would have been willing and satisfied with the vanilla answer of: "Based off airline policy you may or may not get a refund for one flight, but we'll ignore the fact you had to fly out emergency back to Hong Kong the following day wasting usd on a flight, miss work, and then waste another USD on another flight to get to my destination your poorly organized agency booked me to reach originally for a total of $701usd on a flight I had already purchasedI was also very happy that with no cash, access to food or water, my family and pet waiting for me at home for my safe arrival while I had no phone, airport representation, help from Expedia, access to cash, or the basic need of safety in an international airport, that I was removed from the airport at 10pm because the international airport in Xiamen closes at 10pm after I spent my entire hours rushing back and forth through the airport Expedia booked me into as a layover, and got in a taxi with no cash, not speaking Chinese, and risked getting a hotel that may or may not have had wifi to contact my boss at 1am to get me out of China the following morning at any monetary cost as a temporary visa I was issued after getting flown through China on a layover was due to expire the following day meaning an airport jail and deportation." I will never use your service again, regardless of if you offer a full refund for the entire trip or not If the refund isn't issued, I can promise you this is going to appear on Expedia's social networking sites as a horror story of your poor customer service and assistance If you resolve the issue correctly, I'll stand corrected Sincerely, Former customer [redacted] ***
Complaint: [redacted] I am rejecting this response because: The mistake was made by ExpediaTheir agent admitted they had issues with their websiteI am not a frequent traveler and do not know where TSA draws the line on spelling errors nor was the error something I would immediately noticeI paid Expedia for a service whether it was a direct charge or a commission paid by the airline out of my ticket costI expect them to hold up their endTheir response tells me I cannot count on Expedia to assist me with any travel problems that may result as part of their booking proceduresThis problem was more of an aggravation than a serious issue but similar errors could leave me stranded far from homeI will not use a service I can't count on for help in resolving a problemIf $dollars means more to them than customer satisfaction I will go elsewhere and let all of my traveling friends know how little Expedia cares about them Sincerely, [redacted]
til we can evaluate further April 19, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our 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 Best Price Guarantee We understand Ms [redacted] submitted a request for price matching and has not received an answer We were unable to locate the original submission from Ms [redacted] and attempts to reach her by phone were not successful We have sent her an email and ask her to respond to it with the information she submitted, which would include a screen capture of the lower priced trip she found Once we have that information, which she can email directly back to us or can send through the Revdex.com, we will immediately research this matter and provide a resolution We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
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 meHello Revdex.com,Thank you for notify me with complaint # [redacted] I double check with my bank today Jun 11,and the bank conform me with my refund amount has been posted to my account from Expedia All clear now I do thank you very much for every things.I wish to Revdex.com have nice Businesses Sincerely, [redacted]
August 4, Revdex.com E.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 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding vacation package reservationsWe understand the customer is requesting the Best Price Guarantee Our records indicate on June 22, 2015, the customer booking a flight and hotel vacation package – itinerary [redacted] – using the self-service tool on the Expedia.com websiteTravel was on [redacted] departing July 23, 2015, from Denver, Colorado to Las Vegas, Nevada, returning July 26, 2015, for two passengersHotel accommodations were at [redacted] checking in July 23, 2015, for three nights Upon further research we were able to confirm that we have not received the customer’s Best Price Guarantee submissionIn order to better assist the customer’s concerns, we request the customer to submit copies of the screenshots submitted so that we may further review the customer’s submission requestThe customer may submit the screenshot attachments through the Revdex.com’s submission link We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Nicole P [redacted] Tier Customer Service %
February 24, 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 Mr [redacted] is requesting a refund On February 24, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Our records reflect February 3, 2016, the customer self-book a package reservation using Expedia.com Travel was on Korean Air, departing February 5, 2016, from Seoul, South Korea to Hong Kong; returning on February 9, 2016, from Hong Kong to Seoul, South Korea on Korean Air with a connection in Xiamen, ChinaThe hotel stay was at Maila Hotel, chedate of February 5, 2016, and check-out date of February 9, The customer is stating a flight delay caused him to miss the return flight with Korean Air Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policiesFor international travel, we also advise our customers that it is their responsibility to secure required travel documents We can confirm on February 9, 2016, the customer contacted Expedia stating he had no return flightMr [redacted] had missed his flight due to the time spent clearing immigrationWhile contacting the airline, the call disconnectedWe were unable to reach the customer; however, the airline advised they could not rebooked the customer as the ticket was a codeshare with Cathay PacificIn addition, the airline had notated the record as a customer no show In reviewing our call record, Mr [redacted] did contact us again on February 9, Our agent was able to reconfirm that Korean Air had rebooked him on a departure flight for February 10, 2016, to Seoul, South Korea at 1:30pm The customer requested to be rebooked on an earlier flight as he wanted to leave China quicklyOnce again, we had to contact the airline to determine if fees would be associated with the changeDuring this hold time, the call was again disconnectedWe apologize for the inconvenience the customer encountered regarding these disconnections Mr [redacted] flight record is reflecting the return flight was not usedOn February 23, 2016, Expedia advocated on the customer behalf and contacted Korean AirThe airline stated they would consider a refund for the return flight; however, Expedia would need to submit the request Expedia has complied with the request and submitted the email We hope the customer understands, Expedia must adhere to the airline policyExpedia was not the merchant of record or the company that received the fundsWe will only process a refund should the airline approve the request We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
June 20, 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 Expedia credit On June 1, 2016, we received receipt of the Revdex.com complaint Our records reflect on November 6, 2015, the customer self-booked a flight reservation for [redacted] and [redacted] ***, using Expedia.com Travel was on WOW Air, departing April 20, 2016, from Boston, Massachusetts to Paris, France; returning on April 26, 2016, from Paris, France to Boston, MassachusettsThe customer is stating, once they were at the airport, they were advised they did not have any tickets The customer stated, they contacted Expedia; however, had to buy new tickets with a different airline Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Upon further researching this, we can confirm on April 23, 2016, the customer contacted Expedia by email and advised once they arrived at the airport, the airline advised, they did not have tickets for the flights and they had to buy new tickets with a different airline Expedia replied and advised, contact us directly We found no record of the customer contacting Expedia on April 20, The customer did reply advising, they were already traveling and would not return until April 26, Expedia replied, advising you to contact us directly upon your arrival In reviewing Ms***’s account, the itinerary did advise the customer, the reservation was not confirmed The customer self-booked a low cost carrier Expedia cannot view any information regarding ticket status, changes, or cancellations The customer itinerary does provide the customer with this information The itinerary does advise the customer, they would need to confirm ticket information, changes, or cancellations with the airline directly Since the customer was not charged for the original tickets and Expedia cannot verify why the customer’s tickets were not issued by WOW Air, we hope the customer understands Expedia cannot honor the request for an Expedia credit We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable 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, Delia K [redacted] Tier Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered As previously advised, on May 26, 2016, Expedia did advised the customer would have a flight credit for year from the issue date of May 11, 2015, and must be rebooked by May 10, The customer did not contact Expedia in time to rebook the flight credit and the credit has expired Expedia cannot process any refunds as we are not the merchant of record (the entity that received your funds and the company charging the customer’s credit card) Alaska Airlines will not authorize any refund or flight credit on the tickets We cannot honor the request for flight credit or refunds and Expedia considers this matter as closed We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service Tell us why here
Complaint: [redacted] I am rejecting this response because:I have never said that the shuttle didn't pick me up from the airportThat service was fine, but they never picked me up at the hotel, and after waiting 40minutes, I took a taxiAlso, Expedia sent me an email that said they had advocated my case with the driver, and he had denied my refundI have my phone records calling the shuttle service, and they have record of me being on hold from Paris while they called the shuttle company for minutesHow does a shuttle that didn't provide service get to deny my refund? I want my refund! Sincerely, [redacted]
June 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Better Business Bureau 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on March 19, 2015, Mr [redacted] self-booked two one-way flight reservations for two travelers using Expedia’s website, itinerary [redacted] The first flight was with [redacted] from Raleigh, NC to Orlando, FL, departing on June 15, 2015, and the second flight with [redacted] from Orlando, FL to Raleigh, NC, departing on June 19, In addition to the flights Mr [redacted] booked travel insurance for the total amount of $On June 6, 2015, Mr [redacted] contacted Expedia and cancelled the reservationWe understand he is requesting a full refund of this itinerary as he states the assisting representative misinformed him of the airline’s cancellation policy at the time of cancellation, which caused him to lose the tickets’ value While we were unable to verify what the information provided by Expedia’s representative at the time of cancellation was, Expedia is willing to issue a refund of Ms [redacted] flights as an offer of good faith A full refund for the airline portion of this booking in the amount of $was issued by Expedia on June 25, 2015, back to the original form of paymentThe time it takes a refund to post to Mr [redacted] account depends on how quickly his credit card company processes refundsAs the travel insurance purchased with the flights is nonrefundable and would have been active even if the correct cancellation policy was provided to the customer when he cancelled the booking, Expedia cannot provide a refund for it 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 11, 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 hotel reservation We understand Mr [redacted] is requesting a refund and compensationOn August 4, 2017, we received receipt of the Revdex.com complaint Our records reflect on July 13, 2017, the customer self-booked a pay later hotel reservation at the Best Western Seattle Airport Hotel with a chedate of July 17, and check-out date of July 18, 2017, via itinerary number [redacted] The customer is stating that he canceled the reservation within the cancellation timeframe; however the customer was not refunded Upon further researching this matter, on July 28, 2017, the customer contacted Expedia advising that he contacted Expedia on July 13, 2017, to cancel the reservation; however the customer did not receive the cancellation confirmation emailThe customer requested the refund Expedia contacted the hotel, who advised that the reservation was marked as a no show and would not authorize the refund In reviewing the account, on August 4, 2017, Expedia contacted the customer advising that we would refund as a one-time courtesy in the amount of $to the original form of paymentIt typically takes 3-business days for the refund, such as this, to appear on the card Based on the above, Expedia is unable to honor the request for the refund or compensationExpedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
September 3, 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 flight cancellation with refund request Our records reflect on August 26, the customer accessed Expedia.com and self-booked itinerary # [redacted] for a round trip flight aboard low cost carrier EasyJet departing from Nantes, Italy on September 23, to London, England, returning September 25, We further show that the customer contacted an Expedia agent on August 26, 2017, within a few hours of booking, requesting to cancel the itinerary and receive a refund Our agent directed the customer to EasyJet Airlines as Expedia is prohibited by the airline from servicing the low cost carrier’s bookings For flight itineraries, the airline is the merchant of record, and the party who charges the customer’s credit card Therefore, only the airline can make a refund With flights that are refundable, and cancelled within hours of booking, the charges are most often held as pending authorizations, and the funds not withdrawn by the airline until the hour period has expired Pending authorizations are placed by the customer’s bank and usually drop off within 3-business days, if the vendor does not debit the account 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 The customer was advised of EasyJet terms of use which require the customer to contact the airline directly for any changes or cancellations Expedia, IncWebsite Terms of Use states in part: http://www.expedia.com/p/info-other/legal.htm This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement")Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in courtYou should also read our Privacy Policy, which also governs your use of the WebsiteBy accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall applyIf you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia PartnersThe Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from Expedia does provide terms of use that the customer agreed to, and also advised the customer, when they contacted Expedia Customer Service, of the policy EasyJet requires both Expedia and the customer to follow to service their itineraries EasyJet was the merchant of record so any refund or release of pending charges would be resolved between EasyJet and the customer, per EasyJet terms 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
Complaint: [redacted] I am rejecting this response because: I have never any consideration regarding the above complaint As I am making plans to go back to Treasure Island in March I would appreciate hearing from Revdex.com or Expedia as to the gross overcharge incurred in MARCH Expedia charged me for a more expensive condo then we were given at the time we checked in to Sunset Vista Expedia claimed that a condo with a partial gulf view was not available, but that was the unit were given According to Expedia, only the more expensive full gulf view condo was available and I agreed to that unit Upon check in Sunset Vista put me in a cheaper unit with partial gulf view I would like some resolution to this issue A refund would be appreciated Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Please find my proof of the itinerary #The system would not allow me to use that # and was trying to chrage me more for the hotel rservationsSincerely, [redacted]
June30, BetterBusiness BureauAlaska,Oregon & Western Washington ComplaintDepartment Re:Expedia Case #: O-*** DearRevdex.com, Thankyou for taking the time to contact Expedia, Incregarding an issue from ourcustomer We appreciate the Revdex.com allowingus to address the comments and concerns which have been brought to ourattention Expedia, Incis disheartenedthe customer felt their concerns were not resolved adequately by our companyprior to seeking further actions from youExpedia,Incis responding to the consumer complaint from [redacted] (Revdex.comcase number [redacted] ) regarding a hotel pricing question We understand the customer is reporting thepricing on a hotel changed during the booking processWeapologize for any inconvenience this may have caused Expedia uses real-time reservation databasesfor our travel products, such as cars, hotels, cruises, and flights These databases link to our vendor partner’scompanies and contain up to the moment prices and availability Information on the databases is updatedconstantly by vendors as pricing changes and travel related items are sold toour customers and customers who are accessing the same pool of productsindependently or through other travel companies Vendors also limit the amount of theirproduct available for discounted pricingAs the discounted items sell out, low prices may no longer be available It ispossible that a specific price or travel item is available when a customerbegins planning a trip, and is no longer available when they try to finalize apurchase All our travel productsprices and availability are subject to change until customers have completedtheir purchase and a reservation is confirmedWe thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G***Tier Customer Service
6, Revdex.com E.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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Mr [redacted] is requesting a refund of a non-refundable hotel bookingOn August 6, we contacted the customer to acknowledge receipt of their Revdex.com complaint and ask for further information to locate his booking Mr [redacted] complaint indicates he booked a one night stay at the [redacted] Hotel in Sacramento, California for July 6, 2015, and was not provided the bed type he had expected He states he left the hotel and did not use the reservation, however since the hotel is a non-refundable property, he was not provided a refund Mr [redacted] complaint does not provide an itinerary number and regrettably we have been unable to locate his booking under his name or email address We are requesting the customer provide the itinerary number, and the email address he booked the reservation under, so we may look into his complaint We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
September 20, Revdex.com E.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 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 unsolicited sales callsWe understand Mr [redacted] is requesting that sales calls be stopped On September 20, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate that the customer is stating he is receiving calls from a company claiming to be Expedia, offering free cruisesThank you for telling us about this incidentExpedia takes this very seriouslyExpedia does not place sales calls such as this and this is a known phishing attempt to gain personal and account information from people We encourage people to give no personal information to anyone identifying themselves as an Expedia representative, in an unsolicited call If any further calls are received, please send an email to ***@expedia.com and tell us the date and time of the call, the phone number that called you, what the caller was requesting, what information you gave them, and your contact information in case we have more questionsIf you have a voicemail from the caller, please attach it to the email You may read more information from Expedia regarding this issue at the following website: http://expedia-english-5.custhelp.com/app/answers/detail/a_id/2433/~/be-on-the-l...⇄ We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:The issue has not been resolved or addressed by Expedia after (four) separate repliesSo far, Expedia has provided (two) responses requesting more time, response addressing a non existent airline reservation (which was never mentioned in my complaint), and response stating reservations had not been cancelled by the customer (me), even though the reservations were in fact cancelled before filing a complaint with the Revdex.com (screenshots of Expedia's site clearly showing the reservations were cancelled were provided during previous communications)To date, Expedia has not deleted my account, nor has it addressed their failure to honor their Best Price Guarantee in regards to the hotel reservations referenced in my original complaint.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I find it unacceptable that Expedia is "willing" to refund the $as a "one time courtesy." As if this is something I'm trying to get for freeIt is unacceptable that a business does not want to take responsibility for their actions and their shady waysAnd won't even apologize!! Sure, I'll take the $dollar refundBut the point of my complaint is to make Expedia accountable for their lies and bad customer service Sincerely, [redacted]
November 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 12, 2015, Ms [redacted] booked a one-night stay at the [redacted] from March 13, to March 14, We understand from Ms [redacted] complaint that she booked a double bed reservation, but was issued a room with one bedShe stated that the room was not satisfactory and that the kitchen was unfurnishedMs [redacted] also stated that she contacted Expedia and went through the chain of command but, would like to request a refund We regret to hear that Ms [redacted] experience was not to her satisfactionOn November 25, 2015, we contacted the [redacted] to inquire about a refund on Ms [redacted] behalfWe were advised that there was no record of the customer filing a complaint regarding the condition of her roomWe were also informed that Ms [redacted] had a reservation for a Studio with a king bed and a sofa bedAs a result, a refund was not an option 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 Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Expedia; your response is disappointingI hope that whomever comes into contact with this is able to experience what I did so that you are able to have empathy and more importantly as a (past) customer, accountability Your reps provided some of the worst customer service at the worst time via phone call, while I was being stared at by airport officials and/or Chinese police who refused to allow me to do any of the following: Get a translator (English) Get a flight out of China anywhere (USA/HK/South Korea) Cash Refund (To buy an immediate flight out) No airport or Expedia reps to assist me No offer of a hotel after keeping me from a flight YOUR service booked that the Xiamen airport representatives said is IMPOSSIBLE to have booked and is EXPEDIA's responsibility to book flight schedules that adhere to airline and country policy No reps that could efficiently handle any of my three calls (A ridiculous hour hold time, while airport officials yell at me behind security) No offer to refund the ENTIRE trip, or offer of ANYTHING; future flights, offer of accommodation, words of encouragement even I travel frequently and often, in the past as a former government official for Korea, and now as a trading businessman, and I will never use Expedia's service againMy family, the international company I work for with frequent trips between HK and Korea and USA and China will also never use this service again You have not satisfied my request for a refund, and the fact you are saying I must ask the airlines for a refund is PRECISELY what Korean Air was telling me; go to your awfully represented travel service for a refundSpeaking of principle, I noticed you didn't mention my second call, from whom the representative was rude, and destructive to my safety while I urged him to get me out of ChinaChina is no joke for Americans, and your company is willing to take my money to re-book flights out of China and take a service cut, but aren't willing to take responsibility for making what could have developed into a PR nightmare for your company with a US expat trapped without representation in ChinaI wonder if you or anyone else at Expedia would have been willing and satisfied with the vanilla answer of: "Based off airline policy you may or may not get a refund for one flight, but we'll ignore the fact you had to fly out emergency back to Hong Kong the following day wasting usd on a flight, miss work, and then waste another USD on another flight to get to my destination your poorly organized agency booked me to reach originally for a total of $701usd on a flight I had already purchasedI was also very happy that with no cash, access to food or water, my family and pet waiting for me at home for my safe arrival while I had no phone, airport representation, help from Expedia, access to cash, or the basic need of safety in an international airport, that I was removed from the airport at 10pm because the international airport in Xiamen closes at 10pm after I spent my entire hours rushing back and forth through the airport Expedia booked me into as a layover, and got in a taxi with no cash, not speaking Chinese, and risked getting a hotel that may or may not have had wifi to contact my boss at 1am to get me out of China the following morning at any monetary cost as a temporary visa I was issued after getting flown through China on a layover was due to expire the following day meaning an airport jail and deportation." I will never use your service again, regardless of if you offer a full refund for the entire trip or not If the refund isn't issued, I can promise you this is going to appear on Expedia's social networking sites as a horror story of your poor customer service and assistance If you resolve the issue correctly, I'll stand corrected Sincerely, Former customer [redacted] ***
Complaint: [redacted] I am rejecting this response because: The mistake was made by ExpediaTheir agent admitted they had issues with their websiteI am not a frequent traveler and do not know where TSA draws the line on spelling errors nor was the error something I would immediately noticeI paid Expedia for a service whether it was a direct charge or a commission paid by the airline out of my ticket costI expect them to hold up their endTheir response tells me I cannot count on Expedia to assist me with any travel problems that may result as part of their booking proceduresThis problem was more of an aggravation than a serious issue but similar errors could leave me stranded far from homeI will not use a service I can't count on for help in resolving a problemIf $dollars means more to them than customer satisfaction I will go elsewhere and let all of my traveling friends know how little Expedia cares about them Sincerely, [redacted]
til we can evaluate further April 19, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our 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 Best Price Guarantee We understand Ms [redacted] submitted a request for price matching and has not received an answer We were unable to locate the original submission from Ms [redacted] and attempts to reach her by phone were not successful We have sent her an email and ask her to respond to it with the information she submitted, which would include a screen capture of the lower priced trip she found Once we have that information, which she can email directly back to us or can send through the Revdex.com, we will immediately research this matter and provide a resolution We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
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 meHello Revdex.com,Thank you for notify me with complaint # [redacted] I double check with my bank today Jun 11,and the bank conform me with my refund amount has been posted to my account from Expedia All clear now I do thank you very much for every things.I wish to Revdex.com have nice Businesses Sincerely, [redacted]
August 4, Revdex.com E.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 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding vacation package reservationsWe understand the customer is requesting the Best Price Guarantee Our records indicate on June 22, 2015, the customer booking a flight and hotel vacation package – itinerary [redacted] – using the self-service tool on the Expedia.com websiteTravel was on [redacted] departing July 23, 2015, from Denver, Colorado to Las Vegas, Nevada, returning July 26, 2015, for two passengersHotel accommodations were at [redacted] checking in July 23, 2015, for three nights Upon further research we were able to confirm that we have not received the customer’s Best Price Guarantee submissionIn order to better assist the customer’s concerns, we request the customer to submit copies of the screenshots submitted so that we may further review the customer’s submission requestThe customer may submit the screenshot attachments through the Revdex.com’s submission link We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Nicole P [redacted] Tier Customer Service %
February 24, 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 Mr [redacted] is requesting a refund On February 24, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Our records reflect February 3, 2016, the customer self-book a package reservation using Expedia.com Travel was on Korean Air, departing February 5, 2016, from Seoul, South Korea to Hong Kong; returning on February 9, 2016, from Hong Kong to Seoul, South Korea on Korean Air with a connection in Xiamen, ChinaThe hotel stay was at Maila Hotel, chedate of February 5, 2016, and check-out date of February 9, The customer is stating a flight delay caused him to miss the return flight with Korean Air Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policiesFor international travel, we also advise our customers that it is their responsibility to secure required travel documents We can confirm on February 9, 2016, the customer contacted Expedia stating he had no return flightMr [redacted] had missed his flight due to the time spent clearing immigrationWhile contacting the airline, the call disconnectedWe were unable to reach the customer; however, the airline advised they could not rebooked the customer as the ticket was a codeshare with Cathay PacificIn addition, the airline had notated the record as a customer no show In reviewing our call record, Mr [redacted] did contact us again on February 9, Our agent was able to reconfirm that Korean Air had rebooked him on a departure flight for February 10, 2016, to Seoul, South Korea at 1:30pm The customer requested to be rebooked on an earlier flight as he wanted to leave China quicklyOnce again, we had to contact the airline to determine if fees would be associated with the changeDuring this hold time, the call was again disconnectedWe apologize for the inconvenience the customer encountered regarding these disconnections Mr [redacted] flight record is reflecting the return flight was not usedOn February 23, 2016, Expedia advocated on the customer behalf and contacted Korean AirThe airline stated they would consider a refund for the return flight; however, Expedia would need to submit the request Expedia has complied with the request and submitted the email We hope the customer understands, Expedia must adhere to the airline policyExpedia was not the merchant of record or the company that received the fundsWe will only process a refund should the airline approve the request We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
June 20, 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 Expedia credit On June 1, 2016, we received receipt of the Revdex.com complaint Our records reflect on November 6, 2015, the customer self-booked a flight reservation for [redacted] and [redacted] ***, using Expedia.com Travel was on WOW Air, departing April 20, 2016, from Boston, Massachusetts to Paris, France; returning on April 26, 2016, from Paris, France to Boston, MassachusettsThe customer is stating, once they were at the airport, they were advised they did not have any tickets The customer stated, they contacted Expedia; however, had to buy new tickets with a different airline Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Upon further researching this, we can confirm on April 23, 2016, the customer contacted Expedia by email and advised once they arrived at the airport, the airline advised, they did not have tickets for the flights and they had to buy new tickets with a different airline Expedia replied and advised, contact us directly We found no record of the customer contacting Expedia on April 20, The customer did reply advising, they were already traveling and would not return until April 26, Expedia replied, advising you to contact us directly upon your arrival In reviewing Ms***’s account, the itinerary did advise the customer, the reservation was not confirmed The customer self-booked a low cost carrier Expedia cannot view any information regarding ticket status, changes, or cancellations The customer itinerary does provide the customer with this information The itinerary does advise the customer, they would need to confirm ticket information, changes, or cancellations with the airline directly Since the customer was not charged for the original tickets and Expedia cannot verify why the customer’s tickets were not issued by WOW Air, we hope the customer understands Expedia cannot honor the request for an Expedia credit We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable 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, Delia K [redacted] Tier Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered As previously advised, on May 26, 2016, Expedia did advised the customer would have a flight credit for year from the issue date of May 11, 2015, and must be rebooked by May 10, The customer did not contact Expedia in time to rebook the flight credit and the credit has expired Expedia cannot process any refunds as we are not the merchant of record (the entity that received your funds and the company charging the customer’s credit card) Alaska Airlines will not authorize any refund or flight credit on the tickets We cannot honor the request for flight credit or refunds and Expedia considers this matter as closed We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service Tell us why here
Complaint: [redacted] I am rejecting this response because:I have never said that the shuttle didn't pick me up from the airportThat service was fine, but they never picked me up at the hotel, and after waiting 40minutes, I took a taxiAlso, Expedia sent me an email that said they had advocated my case with the driver, and he had denied my refundI have my phone records calling the shuttle service, and they have record of me being on hold from Paris while they called the shuttle company for minutesHow does a shuttle that didn't provide service get to deny my refund? I want my refund! Sincerely, [redacted]