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. Although, no one never called me back until I made the complaint. thanksSincerely, [redacted]
September 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you again for forwarding the Revdex.com Consumer Rebuttal from Mr [redacted] We regret to hear he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding the closing of his account Our records reflect itinerary [redacted] has been refunded but has not been cancelledAs the dates of service for the hotel stay are from September 18, 2015, to September 19, 2015, Expedia will disable the account in question on September 20, 2015, which is when the system will allow the cancellation In addition, Expedia apologizes for any miscommunications that may have occurred regarding the Best Price Guarantee requestExpedia strives to provide the highest level of customer service, and we regret we were unable to resolve the issue immediately, and the service the customer received was less than satisfactoryWe have provided Mr [redacted] comments to our management team in an effort to improve overall customer experience, processes, and additional agent training with respect to proper call management and system procedures 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, Lisa S [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 Please let me know the results of your investigation If you need additional information, please me know so I may forward it to you.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have purchased product via Expedia and I have not received itI did not cancel anything if Expedia referring to "cancelation" policiWhere is the rest of my money that I payed for the product that I have not received? Thank you.Sincerely, [redacted]
October 9, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions fromyou.Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the onboard credit promotion request Our records show on March 31, 2015, Ms [redacted] self-booked two Expedia.com cruise reservations via booking numbers [redacted] and [redacted] , sailing with Disney Cruise line on December 31, We understand from Ms [redacted] complaint, at the time she made the deposit payments for each reservation, a MasterCard was used due to an onboard credit promotion she qualified forThe customer also stated when final payment was made a different type of credit card was used by mistake and she was informedby a cruise service agent, payment type could be changed to still qualify for the promotionMs [redacted] is requesting to be provided the onboard credit since after several attempts to resolve this issue, no credit has been givenUpon researching the customer’s complaint, we can confirm Ms [redacted] brought this matter to our attention on September 26, As per the terms and condition of the promotion agreed upon by the customer, all payments must be made with a MasterCard in order to qualify for the onboard credit.Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendorWhen a cruise reservation is made, the payment goes directly to the cruise line therefore the card used cannot be changed or switched.As a one-time courtesy, we have placed a $onboard credit on each of Ms [redacted] bookingsThe onboard credits will be available in each of the bookings onboard account at the time of boardingAlso, an invoice email was sent to Ms [redacted] confirming the addition of the onboard credits.Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs credit has been given to the customer and the issue has been resolved to Ms [redacted] desired outcome, Expedia considers this matter closed.We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Angel A [redacted] Tier Customer Service
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the BBB 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] (BBB case number [redacted] ) regarding a flight. We understand [redacted] is requesting Expedia to change the flight. Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that [redacted] provide us with the itinerary number. The requested information will enable us to appropriately address [redacted] concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Delia K [redacted] Tier 3 Customer Service
Complaint: [redacted] I am rejecting this response because: As previously advised, on November 28, 2016, the customer was not charged for any reservation. If the customer is showing a confirmed charged on their billing statement, Expedia request that the customer provide a letter head from the credit card company or bank. The customer can send the information via the BBB link. If there are no confirmed charges on the customer’s account, Expedia request that the BBB advises the customer, we consider this issue as closed and will no longer address this issue any further. My issue is that the rep from Expedia, Delia K***, keeps misunderstanding the point I have been trying to make. I never claimed there were any posted charges to any of the paym [redacted] methods that were attempting to be used for the purchase of these airlines tickets. What I have been stating from the beginning has been that due to these website issues that were going on in the final purchasing process, their paym [redacted] processor kept making authorizations on the credit cards in question, examples of which have been provided in PDF form. This caused my card to have unavailable funds due to these repeated authorizations, as well as having the same situation occur for my mother-in-law, whose credit card(s) I was trying to use to book these reservations. One card, the Discover card ending in ***, had so many authorized posted to it that it used up all available credit and made it unusable for multiple days until all of these authorizations fell off the cards in question. This caused a bit of an inconvenience for my mother-in-law, as that card is her primary credit card. Ms K [redacted] statements about $1 authorizations are also incorrect, as I never had seen any authorizations for that amount at any time. Again, I've never claimed that there were posted charges that need to be credited. The issue is that Ms K [redacted] is being obtuse about these authorizations that caused an inconvenience across multiple credit cards due to their website system and credit card processing system having such issues. I had requested an apology for the issue and some assurance that the issue would not re-occur, though since Ms K [redacted] cannot understand the point I was trying to make, I do not expect to get what I'm asking for, which would the claim closed and unresolved. If they do respond with an apology and an assurance that the issue would not re-occur again, then I would consider the complaint closed and resolved. ---- [redacted] (cell) Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI appreciate the assistance, and Expedia finally addressing the issue.Sincerely, [redacted]
September 2, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service %
May 17, 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 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 ID number [redacted] ) regarding a refundOur records indicate on May 9, 2017, the customer self-booked a Basic Economy flight reservation using the Expedia.com websiteTravel was with United AirlinesWe understand from the complaint, the customer is requesting a refundAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedUnited Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaIn addition, 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 purchasingWe provide selection details on several pages for review, including the final payment screenThe customer contacted Expedia on May 1, 2017, requesting to cancel the reservationThe assisting representative advised the customer of the airline’s terms and conditions which the customer agreed to at the time of bookingAs the flight booked was a Basic Economy flight, changes or refunds are not permittedAs we must abide by the terms and conditions agreed to at the time of booking, and as the merchant of record was United Airlines, Expedia is unable to offer a 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] Corporate Customer Service
February 27, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] DwyerWe regret to hear Mr [redacted] did not accept our response and/or resolution offered After further review of Mr [redacted] complaint, we can confirm that on January 27, 2018, Expedia ‘s customer service received an email requesting for his hotel reservation not to be cancelled, however, he stated that he booked a smoking room and was advised by the hotel that their hotel is non-smoking Mr [redacted] inquired as to why Expedia included smoking rooms as an optionExpedia’s customer service department responded on January 28, 2018, advising him that this matter will be investigatedRegrettably, Expedia did not hear from the hotel until February 17, 2018, at which time, our representative was advised that Mr [redacted] utilized his reservation, and would not approve a refund Expedia has made the proper teams aware of the misinformation to be updated on the site and that due to the reservation being utilized in full, no refund will be permittedHowever, as a gesture of good faith, Expedia has applied a $travel coupon to Mr [redacted] accountThe travel coupon is valid for one year from the date of this response, toward any Expedia special rate hotel or vacation package Again, thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, LaToya J [redacted] Corporate Customer Service
RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] . While I'm of course disappointed by Expedia's decision, I don't feel that continuing to pursue this will result in anything other than frustration on my part and continued delays by Expedia. It appears they will find any excuse to deny these claims - even in their rebuttal they said that after I resubmitted the documents they would be contacting me the next day, when again I had to contact them three days later to get any sort of response, and their denial reason at that time was that [redacted] was not a site they would guarantee from because it was a "consolidator site". Now they say the reason it was denied was due to the room types not being exactly identical and that the cancellation policy was not shown on my screen shots - I'm pretty sure if I submitted this a third time I'd get yet another completely different reason why it wasn't a valid claim. At this point I just want to enjoy my upcoming vacation and forget that I ever booked this with Expedia!Again, I'm terribly disappointed in Expedia's obvious lack of customer service here, and while I have been a loyal Silver+ member for many years I will have to give serious consideration to ever booking with them again.Sincerely, [redacted]
June 6, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
June 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 Mr [redacted] (Revdex.com ID number [redacted] ) regarding a refundUpon receipt of the Revdex.com submission, we have verified this issue was resolved on June 13, Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refundsWe apologize for any inconvenience that may have occurredWe 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
December 2, 2015Revdex.comExpedia.com – Dallas and Northeast TexasComplaint DepartmentRe: 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 attentionExpedia.com 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 customer service issues Upon researching the customer’s complaint, we were unable to find any itinerary under the email address provided by Mr [redacted] .Further research shows, no other reservation could be found related to the information stated in the complaint, please provide the full itinerary number and or other email address used to book the reservation for further research.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 ServiceTell us why here
February 16, Revdex.com Alaska, Oregon & Western [redacted] 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 Mr [redacted] is requesting a refund On February 10, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Our records reflect on November 3, 2015, the customer self-booked a flight reservation for [redacted] , using Expedia.comTravel was on Egypt Air/Lufthansa, departing on November 23, 2015, from Moscow, Russia to Johannesburg, South Africa; returning on November 23, 2015, from Johannesburg, South Africa to Moscow, Russia with an arrival date of November 24, The customer is stating that he was promised a refund, as the flights were canceled by the airline From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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 providersEgypt Air was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to your flights Airlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues On November 18, 2015, Expedia received notification from Egypt Air regarding an airline schedule change that impacted the return flights on November 23, Our agent contacted the airline, to confirm alternative flight options, and was advised there were no other flights availableEgypt Air gave Expedia approval to process refund An email was automatically generated to the customer regarding this notification We can confirm Mr [redacted] contacted us on November 22, 2015, requesting the status of the refundOur representative contacted Egypt Air, however the airline was closed, and the agent advised the customer Expedia would need to contact the airline once they were openMr [redacted] has contacted us several time regarding the refund status, however, we have not been able to get a confirmation from Egypt Air On February 11, 2016, Expedia advocated on the customer’s behalf and contacted Egypt Air to request the refund The airline has advised they exchanged the tickets at the airport for the return flights for travel on November 24, 2015, however [redacted] did not use the ticket The airline marked the customer as no show Expedia no longer has access to view the flight record, as it was exchange by the airlineEgypt Air has advised us that the customer must contact the airline directly, to request a refund for ticket number [redacted] , as the ticket was exchanged after the refund request was submittedWe regret any inconvenience the customer encountered regarding this matter; however, Expedia is unable to provide any compensation regarding this airline schedule change 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
October 22, 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 customer did not accept our response and/or resolution offered We have further researched Mr [redacted] complaint (Revdex.com case number [redacted] ) regarding a flight refund request, and after giving the matter our full consideration, we stand by our previous decision and are unable to accede to Mr [redacted] request of a refund Our records show that on September 14, the customer spoke to an Expedia agent who noted that the customer was provided with a recap of the fare rules, which were available in his initial booking information, stating : · Refunds and any ticket changes, including same-day changes, are not permitted · Tickets are non-refundable hours after booking and non-transferableName changes are not allowed As previously stated, Expedia does not set the fare rules or terms of any travel product purchased through the independent merchants who use our website, and we must enforce the terms they set for their products, 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
June 11, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 show that on June 10, 2014, the customer self-booked a package reservation for two people using Expedia’s website, itinerary [redacted] The package included flights and hotel accommodationsThe flight portion of the booking was with [redacted] from Cedar Rapids, IA to St Croix, Virgin Islands, departing on April 11, 2015, and returning on April 16, We understand Ms [redacted] is requesting a refund in the amount of $1194.00, incurred for phone roaming charges when contacting Expedia for assistance in relation to the airline initiated schedule changes affecting her itinerary We have verified several schedule changes affected the itinerary between the booking date and the scheduled departureOur records show that on August 19, 2014, [redacted] reissued the customer’s tickets directly in their system, taking control over the recordOn April 11, 2015, after the itinerary was affected by another airline initiated schedule change, Expedia communicated with the airline and was advised the tickets were once again reissuedWhen an airline takes control over a ticket Expedia is no longer able to view the tickets issued by the airline or make any type of modifications to the record without the direct assistance of that airline From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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 [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this flight itineraryExpedia has no control over when, or how often, airline initiated schedule changes occur, and must adhere to the policies dictated by the airlines Only the airline can make changes to flightsThese changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues We strive to provide the highest level of customer service, and we’re sorry that Ms [redacted] recent experience did not live up to that expectationWe regret to hear of the long hold time she experienced when contacting our customer service department and that Expedia’s representatives were unable to contact her back when her calls were disconnectedOur agents assist with calls in the order they are received and they do their best to minimize hold time, however we have no control of the call volume at any given time While we regret Ms [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, due to the schedule changes causing her calls not being initiated or processed by Expedia, we are unable to provide a refund or compensation regarding this matter 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, [redacted] Tier Customer Service
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the BBB 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] (BBB case number # [redacted] ) regarding a flight. We understand [redacted] is requesting a full refund. Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address [redacted] concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Delia K [redacted] Tier 3 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. Although, no one never called me back until I made the complaint. thanksSincerely, [redacted]
September 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you again for forwarding the Revdex.com Consumer Rebuttal from Mr [redacted] We regret to hear he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding the closing of his account Our records reflect itinerary [redacted] has been refunded but has not been cancelledAs the dates of service for the hotel stay are from September 18, 2015, to September 19, 2015, Expedia will disable the account in question on September 20, 2015, which is when the system will allow the cancellation In addition, Expedia apologizes for any miscommunications that may have occurred regarding the Best Price Guarantee requestExpedia strives to provide the highest level of customer service, and we regret we were unable to resolve the issue immediately, and the service the customer received was less than satisfactoryWe have provided Mr [redacted] comments to our management team in an effort to improve overall customer experience, processes, and additional agent training with respect to proper call management and system procedures 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, Lisa S [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 Please let me know the results of your investigation If you need additional information, please me know so I may forward it to you.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have purchased product via Expedia and I have not received itI did not cancel anything if Expedia referring to "cancelation" policiWhere is the rest of my money that I payed for the product that I have not received? Thank you.Sincerely, [redacted]
October 9, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions fromyou.Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the onboard credit promotion request Our records show on March 31, 2015, Ms [redacted] self-booked two Expedia.com cruise reservations via booking numbers [redacted] and [redacted] , sailing with Disney Cruise line on December 31, We understand from Ms [redacted] complaint, at the time she made the deposit payments for each reservation, a MasterCard was used due to an onboard credit promotion she qualified forThe customer also stated when final payment was made a different type of credit card was used by mistake and she was informedby a cruise service agent, payment type could be changed to still qualify for the promotionMs [redacted] is requesting to be provided the onboard credit since after several attempts to resolve this issue, no credit has been givenUpon researching the customer’s complaint, we can confirm Ms [redacted] brought this matter to our attention on September 26, As per the terms and condition of the promotion agreed upon by the customer, all payments must be made with a MasterCard in order to qualify for the onboard credit.Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendorWhen a cruise reservation is made, the payment goes directly to the cruise line therefore the card used cannot be changed or switched.As a one-time courtesy, we have placed a $onboard credit on each of Ms [redacted] bookingsThe onboard credits will be available in each of the bookings onboard account at the time of boardingAlso, an invoice email was sent to Ms [redacted] confirming the addition of the onboard credits.Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs credit has been given to the customer and the issue has been resolved to Ms [redacted] desired outcome, Expedia considers this matter closed.We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Angel A [redacted] Tier Customer Service
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the BBB 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] (BBB case number [redacted] ) regarding a flight. We understand [redacted] is requesting Expedia to change the flight. Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that [redacted] provide us with the itinerary number. The requested information will enable us to appropriately address [redacted] concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Delia K [redacted] Tier 3 Customer Service
Complaint: [redacted] I am rejecting this response because: As previously advised, on November 28, 2016, the customer was not charged for any reservation. If the customer is showing a confirmed charged on their billing statement, Expedia request that the customer provide a letter head from the credit card company or bank. The customer can send the information via the BBB link. If there are no confirmed charges on the customer’s account, Expedia request that the BBB advises the customer, we consider this issue as closed and will no longer address this issue any further. My issue is that the rep from Expedia, Delia K***, keeps misunderstanding the point I have been trying to make. I never claimed there were any posted charges to any of the paym [redacted] methods that were attempting to be used for the purchase of these airlines tickets. What I have been stating from the beginning has been that due to these website issues that were going on in the final purchasing process, their paym [redacted] processor kept making authorizations on the credit cards in question, examples of which have been provided in PDF form. This caused my card to have unavailable funds due to these repeated authorizations, as well as having the same situation occur for my mother-in-law, whose credit card(s) I was trying to use to book these reservations. One card, the Discover card ending in ***, had so many authorized posted to it that it used up all available credit and made it unusable for multiple days until all of these authorizations fell off the cards in question. This caused a bit of an inconvenience for my mother-in-law, as that card is her primary credit card. Ms K [redacted] statements about $1 authorizations are also incorrect, as I never had seen any authorizations for that amount at any time. Again, I've never claimed that there were posted charges that need to be credited. The issue is that Ms K [redacted] is being obtuse about these authorizations that caused an inconvenience across multiple credit cards due to their website system and credit card processing system having such issues. I had requested an apology for the issue and some assurance that the issue would not re-occur, though since Ms K [redacted] cannot understand the point I was trying to make, I do not expect to get what I'm asking for, which would the claim closed and unresolved. If they do respond with an apology and an assurance that the issue would not re-occur again, then I would consider the complaint closed and resolved. ---- [redacted] (cell) Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI appreciate the assistance, and Expedia finally addressing the issue.Sincerely, [redacted]
Expedia agreed to refund me,so I don't need to argue with them again,please close the case # [redacted]
September 2, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service %
May 17, 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 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 ID number [redacted] ) regarding a refundOur records indicate on May 9, 2017, the customer self-booked a Basic Economy flight reservation using the Expedia.com websiteTravel was with United AirlinesWe understand from the complaint, the customer is requesting a refundAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedUnited Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaIn addition, 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 purchasingWe provide selection details on several pages for review, including the final payment screenThe customer contacted Expedia on May 1, 2017, requesting to cancel the reservationThe assisting representative advised the customer of the airline’s terms and conditions which the customer agreed to at the time of bookingAs the flight booked was a Basic Economy flight, changes or refunds are not permittedAs we must abide by the terms and conditions agreed to at the time of booking, and as the merchant of record was United Airlines, Expedia is unable to offer a 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] Corporate Customer Service
February 27, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] DwyerWe regret to hear Mr [redacted] did not accept our response and/or resolution offered After further review of Mr [redacted] complaint, we can confirm that on January 27, 2018, Expedia ‘s customer service received an email requesting for his hotel reservation not to be cancelled, however, he stated that he booked a smoking room and was advised by the hotel that their hotel is non-smoking Mr [redacted] inquired as to why Expedia included smoking rooms as an optionExpedia’s customer service department responded on January 28, 2018, advising him that this matter will be investigatedRegrettably, Expedia did not hear from the hotel until February 17, 2018, at which time, our representative was advised that Mr [redacted] utilized his reservation, and would not approve a refund Expedia has made the proper teams aware of the misinformation to be updated on the site and that due to the reservation being utilized in full, no refund will be permittedHowever, as a gesture of good faith, Expedia has applied a $travel coupon to Mr [redacted] accountThe travel coupon is valid for one year from the date of this response, toward any Expedia special rate hotel or vacation package Again, thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, LaToya J [redacted] Corporate Customer Service
RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] . While I'm of course disappointed by Expedia's decision, I don't feel that continuing to pursue this will result in anything other than frustration on my part and continued delays by Expedia. It appears they will find any excuse to deny these claims - even in their rebuttal they said that after I resubmitted the documents they would be contacting me the next day, when again I had to contact them three days later to get any sort of response, and their denial reason at that time was that [redacted] was not a site they would guarantee from because it was a "consolidator site". Now they say the reason it was denied was due to the room types not being exactly identical and that the cancellation policy was not shown on my screen shots - I'm pretty sure if I submitted this a third time I'd get yet another completely different reason why it wasn't a valid claim. At this point I just want to enjoy my upcoming vacation and forget that I ever booked this with Expedia!Again, I'm terribly disappointed in Expedia's obvious lack of customer service here, and while I have been a loyal Silver+ member for many years I will have to give serious consideration to ever booking with them again.Sincerely, [redacted]
June 6, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
June 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 Mr [redacted] (Revdex.com ID number [redacted] ) regarding a refundUpon receipt of the Revdex.com submission, we have verified this issue was resolved on June 13, Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refundsWe apologize for any inconvenience that may have occurredWe 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
December 2, 2015Revdex.comExpedia.com – Dallas and Northeast TexasComplaint DepartmentRe: 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 attentionExpedia.com 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 customer service issues Upon researching the customer’s complaint, we were unable to find any itinerary under the email address provided by Mr [redacted] .Further research shows, no other reservation could be found related to the information stated in the complaint, please provide the full itinerary number and or other email address used to book the reservation for further research.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 ServiceTell us why here
February 16, Revdex.com Alaska, Oregon & Western [redacted] 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 Mr [redacted] is requesting a refund On February 10, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Our records reflect on November 3, 2015, the customer self-booked a flight reservation for [redacted] , using Expedia.comTravel was on Egypt Air/Lufthansa, departing on November 23, 2015, from Moscow, Russia to Johannesburg, South Africa; returning on November 23, 2015, from Johannesburg, South Africa to Moscow, Russia with an arrival date of November 24, The customer is stating that he was promised a refund, as the flights were canceled by the airline From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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 providersEgypt Air was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when, or how often, airline initiated schedule changes occurExpedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to your flights Airlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues On November 18, 2015, Expedia received notification from Egypt Air regarding an airline schedule change that impacted the return flights on November 23, Our agent contacted the airline, to confirm alternative flight options, and was advised there were no other flights availableEgypt Air gave Expedia approval to process refund An email was automatically generated to the customer regarding this notification We can confirm Mr [redacted] contacted us on November 22, 2015, requesting the status of the refundOur representative contacted Egypt Air, however the airline was closed, and the agent advised the customer Expedia would need to contact the airline once they were openMr [redacted] has contacted us several time regarding the refund status, however, we have not been able to get a confirmation from Egypt Air On February 11, 2016, Expedia advocated on the customer’s behalf and contacted Egypt Air to request the refund The airline has advised they exchanged the tickets at the airport for the return flights for travel on November 24, 2015, however [redacted] did not use the ticket The airline marked the customer as no show Expedia no longer has access to view the flight record, as it was exchange by the airlineEgypt Air has advised us that the customer must contact the airline directly, to request a refund for ticket number [redacted] , as the ticket was exchanged after the refund request was submittedWe regret any inconvenience the customer encountered regarding this matter; however, Expedia is unable to provide any compensation regarding this airline schedule change 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
October 22, 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 customer did not accept our response and/or resolution offered We have further researched Mr [redacted] complaint (Revdex.com case number [redacted] ) regarding a flight refund request, and after giving the matter our full consideration, we stand by our previous decision and are unable to accede to Mr [redacted] request of a refund Our records show that on September 14, the customer spoke to an Expedia agent who noted that the customer was provided with a recap of the fare rules, which were available in his initial booking information, stating : · Refunds and any ticket changes, including same-day changes, are not permitted · Tickets are non-refundable hours after booking and non-transferableName changes are not allowed As previously stated, Expedia does not set the fare rules or terms of any travel product purchased through the independent merchants who use our website, and we must enforce the terms they set for their products, 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
June 11, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 show that on June 10, 2014, the customer self-booked a package reservation for two people using Expedia’s website, itinerary [redacted] The package included flights and hotel accommodationsThe flight portion of the booking was with [redacted] from Cedar Rapids, IA to St Croix, Virgin Islands, departing on April 11, 2015, and returning on April 16, We understand Ms [redacted] is requesting a refund in the amount of $1194.00, incurred for phone roaming charges when contacting Expedia for assistance in relation to the airline initiated schedule changes affecting her itinerary We have verified several schedule changes affected the itinerary between the booking date and the scheduled departureOur records show that on August 19, 2014, [redacted] reissued the customer’s tickets directly in their system, taking control over the recordOn April 11, 2015, after the itinerary was affected by another airline initiated schedule change, Expedia communicated with the airline and was advised the tickets were once again reissuedWhen an airline takes control over a ticket Expedia is no longer able to view the tickets issued by the airline or make any type of modifications to the record without the direct assistance of that airline From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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 [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this flight itineraryExpedia has no control over when, or how often, airline initiated schedule changes occur, and must adhere to the policies dictated by the airlines Only the airline can make changes to flightsThese changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues We strive to provide the highest level of customer service, and we’re sorry that Ms [redacted] recent experience did not live up to that expectationWe regret to hear of the long hold time she experienced when contacting our customer service department and that Expedia’s representatives were unable to contact her back when her calls were disconnectedOur agents assist with calls in the order they are received and they do their best to minimize hold time, however we have no control of the call volume at any given time While we regret Ms [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, due to the schedule changes causing her calls not being initiated or processed by Expedia, we are unable to provide a refund or compensation regarding this matter 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, [redacted] Tier Customer Service
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the BBB 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] (BBB case number # [redacted] ) regarding a flight. We understand [redacted] is requesting a full refund. Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address [redacted] concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Delia K [redacted] Tier 3 Customer Service