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 wish to thank the Revdex.com and Brittany in particular for the intermediation to reach a satisfactory solution and appreciate the fair behaviour of ExpediaI shall inform the Revdex.com once the credit carconfirms that the credit was made Sincerely, [redacted]
July 7, 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 Mr [redacted] is requesting a refund On June 28, 2016, we received receipt of the Revdex.com complaint Our records reflect on February 8, 2016, the customer self-booked a flight reservation for [redacted] , [redacted] and [redacted] using Expedia.com Travel was on Alaska Airlines, departing March 3, 2016, from Los Angeles, California to Portland, Oregon; returning on March 7, 2016, from Portland, Oregon to Los Angeles, California The customer also purchased the Expedia Stress Free & Trade Flight Protection The customer is stating, they contacted Expedia to rebook the flight credit; however, they were advised, due to the change fee the tickets will have no value Upon further researching this matter, we can confirm on February 16, 2016, the customer contacted Expedia, needing to cancel the flight reservation Expedia advised the customer, the tickets were nonrefundable; however, they would have a flight credit Expedia advised the customer, the change fee would be $per person The customer understood and agreed to cancel the flight reservation On June 13, 2016, the customer contacted Expedia, wanting to rebook the flight credit Expedia advised the customer, the change fee would be $per person; however the credit amount is $per ticket Expedia advised the customer, due to the change fee being more than the credit amount; the airline will consider the tickets as a lost value In reviewing the customer’s account, the policy for Alaska Airlines The change fee is $per person and the credit amount is $per ticket Alaska Airlines will consider the tickets as a lost value 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 Each airline has its own specific set of policies and procedures as does each ticket purchased Alaska Airlines was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card) We hope the customer understands Expedia cannot honor the refund request We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
December 8, Revdex.comE.com - Alaska, [redacted] & Western Washington Complaint DepartmentRe: 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 hotel reservationsWe understand the customer is requesting compensation in the amount of $or greater Our records indicate on November 22, 2015, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Expedia.com websiteHotel accommodations were at the [redacted] Suites by Marriott [redacted] , checking in November 26, 2015, for two nights Upon further research, we were able to confirm on November 27, 2015, the customer contacted Expedia to request a refund for their hotel reservationsAt that time, Expedia contacted the hotel who advised Expedia would not be billed for the reservations, and full refund in the amount of $was processed back to the customer’s original form of paymentThe amount of time it takes for the customer to receive a refund depends on how quickly their credit card company processes refunds, generally 3-days The customer may submit a copy of the hotel invoice and their credit card statement listing the charges from the hotel using the submission link on the Revdex.com websiteIf the customer paid a higher rate with the hotel directly for the same room type and dates, Expedia may process a refund for the difference in price If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Nicole P.Tier Customer Service
January 17, Revdex.com Alaska, Oregon & Western Washington Complaint Department [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding two hotel reservationsOur records indicate on January 7, 2017, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the Southmore Boulevard Motel from January 7, 2017, to January 8, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: • Cancellation and Change Policy: Non-Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded• Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation We regret to hear that the customer was dissatisfied with the hotelExpedia.com acts only as a third party intermediary for hotelsIf one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us immediately which enables us to attempt to find a resolution at that timeHowever, we do not show that the customer contacted Expedia.com regarding any issues until January 11, Expedia contacted the hotel directly on behalf of the customer and was advised that the customer did not make any complaints to the hotel regarding any issuesThe hotel denied a refund due to the hotel’s terms and agreements that the customer agreed toIn addition, the customer self-booked another hotel reservation using the Expedia.com websiteAccommodations were at the Hobby Airport Inn from January 7, 2017, to January 8, We understand from the complaint, the customer is also requesting a refund for this reservationExpedia contacted the hotel directly on behalf of the customer and was advised that the status of the reservation was a “no-show”The hotel advised Expedia that the customer never checked inThe hotel denied a refundExpedia does not own or operate any hotels, nor do we set any cancellation or refund policiesAs Expedia was charged for the reservations in question, Expedia is unable to issue a refund as requestedWe 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
Re: Expedia Case: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on March 17, 2016, Ms [redacted] booked an Expedia Vacation Package which included roundtrip flights from San Francisco, California to Las Vegas, Nevada and a two-night stay at the Venetian Resort Hotel and Casino from April 2, 2016, through April 4, We understand from Ms [redacted] complaint that she is seeking a refund of $According to the complaint, Ms [redacted] canceled the package a couple of hours after bookingShe stated that she that she received a refund for the hotel but, has not been refunded for the airfareAfter review, we can confirm that the package was voided on the same days as the booking itselfA refund was issued for the hotel by Expedia and the merchant of record (the company who charged the customer’s credit card) Virgin America is responsible for issuing the refund for the airfareMs [redacted] contacted our office on May 24, 2016, stating that she had not received the refundWe asked that she provide a billing statement and she agreedWe have not received the statement yet, but upon receipt we will be happy to advocate on her behalf to ensure that she receives her refundWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Marlon J [redacted] Tier Customer Service
May 26, Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O-***Dear Revdex.com,Thank you for allowing us to address [redacted] ***’s concernsAt Expedia, we takecustomer complaints and feedback seriously, and are committed to providing ourcustomers a great experience from booking to stayBecause we value Ms***as a customer and regret the experience she reports, we issued a travel couponvalued at $because we were unable to conclude that she was overcharged byExpediaWe also contacted the [redacted] , and confirmed that the reservation was utilized in fullAssuch, we are unable to offer a full refund for this bookingWe thank you for allowing us the opportunity to address the issues that werebrought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact usSincerely,Marlon J [redacted] Tier Customer Service
April 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mrs [redacted] Expedia, Incis responding to the consumer complaint Mrs [redacted] (Revdex.com case number [redacted] ) regarding an Expedia reservationWe regret that the customer’s experience was not as we would have hoped, and any subsequent inconvenience causedExpedia.com uses a real-time reservation database used by travel agents worldwide, listing actual ticket prices, hotel and car availabilityAs airlines fill flights or change fares, the database immediately reflects those changesWe encourage customer feedback in our ongoing effort to improve upon the customer experienceIn addition, Mrs [redacted] ’s comments will be forwarded to the appropriate department to utilize for further training and improvements in our servicesWe 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
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 if a refund is processed for the Spirit Airline tickets. I have included a credit card statement highlighting the charges. Sincerely, [redacted] ***
September 23, 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on July 8, 2016, the customer self-booked a non-refundable hotel reservation through the Expedia.com websiteAccommodations were at the [redacted] from August 19, 2016, to August 21, We understand from the complaint, the customer is requesting a refundPlease note that Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, and we do not set any policiesWe hope the customer understands that we must adhere to the policies dictated by the hotelUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: Cancellation and Change Policy: Refundable • Cancellations or changes made after 6:PM local hotel time, Friday, August 5, are subject to a hotel fee equal to night(s) plus taxes and fees• Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation On August 19, 2016, the customer contacted Expedia after the hotel chetime requesting to cancel the reservationAlthough the customer was already in full penalty, the assisting representative advised the customer that she would contact the hotel directly on the customer’s behalfAs the hotel was already closed for the evening, the hotel denied any refundHowever upon listening to the call recording between the customer and the Expedia agent, there may have been a misunderstandingOn September 23, 2016, Expedia processed a one-time courtesy 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 their credit card company processes refundsWe apologize for any inconvenience that may have occurred due to the delayWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:I was informed by the Westin Hotel Managment, Expedia's Customer Service representative and Expedia's relocation department representative on 12/31/17, the mistake was made on Expedia's behalfI was informed by all three representatives Expedia was notified and directed to inform us PRIOR to our trip departure so they could make another arrangements with us and Expedia failed to follow through causing us the additional expensesExpedia representative and hotel management confirmed Expedia was notified of the over booking problem on December 28, Hotel management confirmed Expedia never confirmed our registration be sending the Westin Hotel our registered names to hold the booking Expedia is now claiming they moved us to another hotel with no additional costs but are failing to recognize we were at Expedia's mercy to relocate us to the only available room on the island Expedia was able to locate, which came with higher resort fees, which we had to pay, no in room kitchen which cost us in a much higher food bill having to eat outWe reserved the room at the Westin particularly for the "in room kitchen" due to dietary restrictions and food allergiesI find Expedia's response and offer of only $credit offensive and truly a disgrace of customer service Sincerely, [redacted]
October 31, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] Expedia, Incis once again responding to the consumer complaint from [redacted] ( [redacted] ) regarding a refund requestAs previously stated, Expedia.com serves as a third party intermediary for travel providers such as airlines, and hotelsWe are unable to provide credit for something the hotel will not authorize to refund [redacted] claims her concern is the fact that we were unable to reach someone at the hotel who could approve a refund the day we were contacted by the customers [redacted] believes the hotel would have provided a refundWhile we did reach an agent at the hotel, the hotel initially did not have someone available who could approve a refundWhen Expedia was able to get in touch with someone from the hotel, Expedia advocated on the behalf of the customer and the hotel was provided the reason for the room cancelation as a canceled flightWe still did not get approval for a refund for any of the three itinerariesWe gladly accepted [redacted] ’s comment as feedback however it is up to the hotel on who they have available at any time to authorize agencies of a refundExpedia has reviewed all of the customer’s concerns in an attempt to resolve the case to the customer’s satisfactionWe have once again determined no refund will be provided to [redacted] At this time we have no other option than to ask the Revdex.com to close this caseWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.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 is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the refund and exchange issues We are currently investigating the new information brought to our attention by Mr***Once we have made contact with the airline to discuss the claim regarding his ticket being for Peruvia residents we will provide a response to the Revdex.comWe thank you for allowing us the opportunity to address the issues that were brought to our attention and appreciate Mr***’s patience while this case is reviewed further If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Angel A [redacted] Corporate Customer Service
April 24, 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 an airline fee refund request We attempted to contacted the customer to acknowledge receipt of their Revdex.com complaint and also request some further information from her Our records indicate on September 20, [redacted] booked itinerary # [redacted] for a flight aboard Trahsaero Airlines in Russia Before her departure the customer was notified that her flights had been cancelled and she would receive a refund As is required by banking regulations, the airline refunded the customer back to her original form of payment The customer’s American Express Card had expired and she had been issued a new one with a new expiration dateBecause this replacement happened during the time Transaero Airlines was refunding her, American Express rejected the credit that was issued to the old card Transaero, in the process of closing out their company accounting, still showed the ticket as being in a refunded status when Expedia attempted to assist the customer As we are no longer able to reach Transaero Airlines to attempt to secure a second refund for [redacted] Expedia has decided to make a one-time courtesy refund from our company to [redacted] *** We attempted to reach her by phone today to obtain the information on the new American Express Card so we could process the credit, however we have not yet reached herExpedia will continue to reach out to the customer until we are able to process the refund in the amount of $ We’ve also sent [redacted] a direct email requesting that she provide us with the best time to reach her by phone to conclude this matter 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:Please review the following confirmation email attached and explain to me why it indicates " Liability Insurance included in this rental" and when I rented the vehicle, Alamo indicated that no liability insurance is included Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I have never booked a smoking room in all of my experience with using ExpediaLargely because it has always been well documented whether a room was smoking or non Now, that information is hidden at the bottom of the room descriptions, need three clicks to even find it, and there is coding errors within the text (&nasb;) so I'm not even convinced it was there properly when I made the bookingGiven the way it was listed, it leads to my concluding that Expedia is burying this info on purpose in order to create these kinds of issues(The hotel clerk even commented: "This happens all the time with Expedia...") Beyond that, it is completely unacceptable for the resolution to even getting a refund should take 5-days when someones travel needs are an immediate concernIt is clear that Expedia cares more about making a buck and does not care about providing quality products or customer supportI have deleted the Expedia app and have requested my Expedia account be permanently deleted Sincerely, [redacted]
October 7, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a car reservationOn October 7, 2016, 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 their credit card company processes refundsWe 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
April 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our 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 two flight reservations We understand Mr [redacted] is requesting a full refund On March 29, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint; however he was not available Our records reflect on January 13, 2016, the customer self-booked two flight reservations The first is for [redacted] * [redacted] and [redacted] ***, using Expedia.com Travel is on Lufthansa, departing June 11, 2016, from San Francisco, California to Bengaluru, India; returning on August 13, 2016, from Bengaluru, India to San Jose, CaliforniaThe Itinerary number is [redacted] The second flight reservation is for [redacted] ***, travel is on Lufthansa, departing June 11, 2016, from San Francisco, California to Bengaluru, India; returning on August 13, 2016, from Bengaluru, India to San Jose, California The itinerary number is [redacted] The customer is stating they contacted Expedia, needing to transfer [redacted] ***’s (who is a child) ticket on to his ticket Additionally, the customer stated that [redacted] * [redacted] , needs to change the dates; however Expedia has not exchanged the tickets 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 providersAs 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 policiesExpedia 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 purchasing Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservationThis gives Expedia the opportunity to provide an appropriate resolution Upon further researching this matter, we can confirm on March 11, 2016, the customer contacted Expedia, needing to transfer the ticket for [redacted] onto his ticket In addition, the customer stated that [redacted] * [redacted] would like to change the dates on their ticket Our agent advised the customer, they would need to contact the airline Our agent attempted to contact the airline; however, was unable to reach anyone Our agent advised the customer to contact Expedia the following day The customer understood On March 14, 2016, the customer contacted Expedia, needing to transfer the ticket [redacted] onto his ticket and needing to exchange the flight date for [redacted] * [redacted] ’s ticket Our agent contacted the airline and was advised the change may be possible; however, we would need to contact a different department On that same day, our agent contacted that department and was advised the customer cannot transfer the child’s ticket to a different ticket Our agent advised the customer The customer requested to speak to a supervisor The agent spoke to a supervisor who advised to transfer the customer; however the agent could not transfer the customer to the supervisor The supervisor advised they would contact the customer, however there was no answer The supervisor did leave a voice message for the customer The supervisor did contact Lufthansa and was advised they already divided the ticket for [redacted] on a new record locator [redacted] , with the same itinerary number [redacted] The new ticket is noted that [redacted] ***, the child is traveling with the adult [redacted] *** The airline advised, the customer was not charge for this change In reviewing Mr***’s account, the travel is confirmed for [redacted] and [redacted] ***, departing on June 11, The ticket for [redacted] * [redacted] , is also active and confirmed for travel on June 11, 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 Each airline has its own specific set of policies and procedures as does each ticket purchased Lufthansa is the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card)Based on the fare rules, the tickets are nonrefundable, and carry a change fee of $per person We hope the customer understands Expedia cannot honor the request to refund If the customer needs to exchange the ticket, the customer can contact Expedia at 1-800-397- 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 your responseWe have reviewed the documentation/new information provided to further address [redacted] concerns As previously advised, on August 4, Expedia was able to review the customer’s booking session that was made on July 3, The customer selected the Beach House Luxury Club Level Room and completed the reservation with that room type The customer did not select the Royal Estate Two Story One bedroom Beach Butler Villa Suite with Pool at any point during the booking session Expedia can provide the customer with two options: The first option is to change the room type; however, the customer will be responsible for any increase in price The second option, the customer can cancel and receive the refund for the hotel booking The customer can rebook the correct room type at the current rate online Expedia works from a live inventory, prices and or availability will fluctuateThe customer has to cancel the hotel booking before December 22, 2016, if not the reservation will be nonrefundable Expedia considers this matter as closed and will no longer address this matter any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
March 3, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refund On February 23, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint, however she was not available Our records reflect on January 5, 2015, the customer self-book a flight reservation departing August 30, 2015, from New York to Nice, France; returning on September 6, 2015, from Nice, France to New York with Air France The customer is requesting full refund or full credit amount We can confirm on August 15, 2015, the customer contacted Expedia requesting to cancel the flight, and our agent processed the cancelation We can confirm on January 1, 2016, the customer contacted Expedia wanting to rebook the flight using a flight credit Our agent rebooked the flight and advised the customer the flight is not confirmed until it has been ticketed On that same day we sent an email advising the new flight was not confirmed Further research reflects on February 7, 2016, the customer contacted Expedia requesting a refund; the flight credit was expired The agent advised the customer that the credit was expired The customer requested to speak with a supervisor and was transferred to a supervisor The customer advised that they contacted Expedia to rebook their flight using a previous airline credit; however that was not done at the time of the booking The customer is requesting a full refund on the original ticket, or a full flight credit amount The supervisor advised the customer that we will honor the credit amount of $1,334.80; however, the customer declined the offer The customer has contacted Expedia several times, requesting a full refund or the full flight credit, the customer originally paid $2, 669.60, Expedia is excluding the change fee amount of $per person Also we are dividing the credit amount in half; Expedia did advise the customer that the new flight was not confirmed until ticketed At Expedia, we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us We regret any inconvenience this matter has caused We will honor Ms [redacted] credit for the amount of $1, 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 Each vendor has its own specific set of policies and procedures as does each reservation purchased Air France is the merchant of record and the company that charged the customer’s credit card, we have to abide by the rules and regulationsBased on the fare rules, the ticket is non-refundable, with a change fee of $300.00, plus any fare difference We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Even though expedia says that the money goes directly to the hotel I would like to point out that my credit card statement shows the full amount charged to expedia.comI just have the belief that a company is supposed to stand behind it's service and take care of it's customers It is clear to me that Expedia.com does not do that, and I will be sure to not do any further business with them, as well as make as many people aware as I possibly canSincerely, [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 wish to thank the Revdex.com and Brittany in particular for the intermediation to reach a satisfactory solution and appreciate the fair behaviour of ExpediaI shall inform the Revdex.com once the credit carconfirms that the credit was made Sincerely, [redacted]
July 7, 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 Mr [redacted] is requesting a refund On June 28, 2016, we received receipt of the Revdex.com complaint Our records reflect on February 8, 2016, the customer self-booked a flight reservation for [redacted] , [redacted] and [redacted] using Expedia.com Travel was on Alaska Airlines, departing March 3, 2016, from Los Angeles, California to Portland, Oregon; returning on March 7, 2016, from Portland, Oregon to Los Angeles, California The customer also purchased the Expedia Stress Free & Trade Flight Protection The customer is stating, they contacted Expedia to rebook the flight credit; however, they were advised, due to the change fee the tickets will have no value Upon further researching this matter, we can confirm on February 16, 2016, the customer contacted Expedia, needing to cancel the flight reservation Expedia advised the customer, the tickets were nonrefundable; however, they would have a flight credit Expedia advised the customer, the change fee would be $per person The customer understood and agreed to cancel the flight reservation On June 13, 2016, the customer contacted Expedia, wanting to rebook the flight credit Expedia advised the customer, the change fee would be $per person; however the credit amount is $per ticket Expedia advised the customer, due to the change fee being more than the credit amount; the airline will consider the tickets as a lost value In reviewing the customer’s account, the policy for Alaska Airlines The change fee is $per person and the credit amount is $per ticket Alaska Airlines will consider the tickets as a lost value 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 Each airline has its own specific set of policies and procedures as does each ticket purchased Alaska Airlines was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card) We hope the customer understands Expedia cannot honor the refund request We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
December 8, Revdex.comE.com - Alaska, [redacted] & Western Washington Complaint DepartmentRe: 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 hotel reservationsWe understand the customer is requesting compensation in the amount of $or greater Our records indicate on November 22, 2015, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Expedia.com websiteHotel accommodations were at the [redacted] Suites by Marriott [redacted] , checking in November 26, 2015, for two nights Upon further research, we were able to confirm on November 27, 2015, the customer contacted Expedia to request a refund for their hotel reservationsAt that time, Expedia contacted the hotel who advised Expedia would not be billed for the reservations, and full refund in the amount of $was processed back to the customer’s original form of paymentThe amount of time it takes for the customer to receive a refund depends on how quickly their credit card company processes refunds, generally 3-days The customer may submit a copy of the hotel invoice and their credit card statement listing the charges from the hotel using the submission link on the Revdex.com websiteIf the customer paid a higher rate with the hotel directly for the same room type and dates, Expedia may process a refund for the difference in price If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Nicole P.Tier Customer Service
January 17, Revdex.com Alaska, Oregon & Western Washington Complaint Department [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding two hotel reservationsOur records indicate on January 7, 2017, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the Southmore Boulevard Motel from January 7, 2017, to January 8, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: • Cancellation and Change Policy: Non-Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded• Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation We regret to hear that the customer was dissatisfied with the hotelExpedia.com acts only as a third party intermediary for hotelsIf one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us immediately which enables us to attempt to find a resolution at that timeHowever, we do not show that the customer contacted Expedia.com regarding any issues until January 11, Expedia contacted the hotel directly on behalf of the customer and was advised that the customer did not make any complaints to the hotel regarding any issuesThe hotel denied a refund due to the hotel’s terms and agreements that the customer agreed toIn addition, the customer self-booked another hotel reservation using the Expedia.com websiteAccommodations were at the Hobby Airport Inn from January 7, 2017, to January 8, We understand from the complaint, the customer is also requesting a refund for this reservationExpedia contacted the hotel directly on behalf of the customer and was advised that the status of the reservation was a “no-show”The hotel advised Expedia that the customer never checked inThe hotel denied a refundExpedia does not own or operate any hotels, nor do we set any cancellation or refund policiesAs Expedia was charged for the reservations in question, Expedia is unable to issue a refund as requestedWe 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
Re: Expedia Case: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on March 17, 2016, Ms [redacted] booked an Expedia Vacation Package which included roundtrip flights from San Francisco, California to Las Vegas, Nevada and a two-night stay at the Venetian Resort Hotel and Casino from April 2, 2016, through April 4, We understand from Ms [redacted] complaint that she is seeking a refund of $According to the complaint, Ms [redacted] canceled the package a couple of hours after bookingShe stated that she that she received a refund for the hotel but, has not been refunded for the airfareAfter review, we can confirm that the package was voided on the same days as the booking itselfA refund was issued for the hotel by Expedia and the merchant of record (the company who charged the customer’s credit card) Virgin America is responsible for issuing the refund for the airfareMs [redacted] contacted our office on May 24, 2016, stating that she had not received the refundWe asked that she provide a billing statement and she agreedWe have not received the statement yet, but upon receipt we will be happy to advocate on her behalf to ensure that she receives her refundWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Marlon J [redacted] Tier Customer Service
May 26, Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O-***Dear Revdex.com,Thank you for allowing us to address [redacted] ***’s concernsAt Expedia, we takecustomer complaints and feedback seriously, and are committed to providing ourcustomers a great experience from booking to stayBecause we value Ms***as a customer and regret the experience she reports, we issued a travel couponvalued at $because we were unable to conclude that she was overcharged byExpediaWe also contacted the [redacted] , and confirmed that the reservation was utilized in fullAssuch, we are unable to offer a full refund for this bookingWe thank you for allowing us the opportunity to address the issues that werebrought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact usSincerely,Marlon J [redacted] Tier Customer Service
April 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mrs [redacted] Expedia, Incis responding to the consumer complaint Mrs [redacted] (Revdex.com case number [redacted] ) regarding an Expedia reservationWe regret that the customer’s experience was not as we would have hoped, and any subsequent inconvenience causedExpedia.com uses a real-time reservation database used by travel agents worldwide, listing actual ticket prices, hotel and car availabilityAs airlines fill flights or change fares, the database immediately reflects those changesWe encourage customer feedback in our ongoing effort to improve upon the customer experienceIn addition, Mrs [redacted] ’s comments will be forwarded to the appropriate department to utilize for further training and improvements in our servicesWe 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
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 if a refund is processed for the Spirit Airline tickets. I have included a credit card statement highlighting the charges. Sincerely, [redacted] ***
September 23, 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on July 8, 2016, the customer self-booked a non-refundable hotel reservation through the Expedia.com websiteAccommodations were at the [redacted] from August 19, 2016, to August 21, We understand from the complaint, the customer is requesting a refundPlease note that Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, and we do not set any policiesWe hope the customer understands that we must adhere to the policies dictated by the hotelUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: Cancellation and Change Policy: Refundable • Cancellations or changes made after 6:PM local hotel time, Friday, August 5, are subject to a hotel fee equal to night(s) plus taxes and fees• Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation On August 19, 2016, the customer contacted Expedia after the hotel chetime requesting to cancel the reservationAlthough the customer was already in full penalty, the assisting representative advised the customer that she would contact the hotel directly on the customer’s behalfAs the hotel was already closed for the evening, the hotel denied any refundHowever upon listening to the call recording between the customer and the Expedia agent, there may have been a misunderstandingOn September 23, 2016, Expedia processed a one-time courtesy 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 their credit card company processes refundsWe apologize for any inconvenience that may have occurred due to the delayWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:I was informed by the Westin Hotel Managment, Expedia's Customer Service representative and Expedia's relocation department representative on 12/31/17, the mistake was made on Expedia's behalfI was informed by all three representatives Expedia was notified and directed to inform us PRIOR to our trip departure so they could make another arrangements with us and Expedia failed to follow through causing us the additional expensesExpedia representative and hotel management confirmed Expedia was notified of the over booking problem on December 28, Hotel management confirmed Expedia never confirmed our registration be sending the Westin Hotel our registered names to hold the booking Expedia is now claiming they moved us to another hotel with no additional costs but are failing to recognize we were at Expedia's mercy to relocate us to the only available room on the island Expedia was able to locate, which came with higher resort fees, which we had to pay, no in room kitchen which cost us in a much higher food bill having to eat outWe reserved the room at the Westin particularly for the "in room kitchen" due to dietary restrictions and food allergiesI find Expedia's response and offer of only $credit offensive and truly a disgrace of customer service Sincerely, [redacted]
October 31, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] Expedia, Incis once again responding to the consumer complaint from [redacted] ( [redacted] ) regarding a refund requestAs previously stated, Expedia.com serves as a third party intermediary for travel providers such as airlines, and hotelsWe are unable to provide credit for something the hotel will not authorize to refund [redacted] claims her concern is the fact that we were unable to reach someone at the hotel who could approve a refund the day we were contacted by the customers [redacted] believes the hotel would have provided a refundWhile we did reach an agent at the hotel, the hotel initially did not have someone available who could approve a refundWhen Expedia was able to get in touch with someone from the hotel, Expedia advocated on the behalf of the customer and the hotel was provided the reason for the room cancelation as a canceled flightWe still did not get approval for a refund for any of the three itinerariesWe gladly accepted [redacted] ’s comment as feedback however it is up to the hotel on who they have available at any time to authorize agencies of a refundExpedia has reviewed all of the customer’s concerns in an attempt to resolve the case to the customer’s satisfactionWe have once again determined no refund will be provided to [redacted] At this time we have no other option than to ask the Revdex.com to close this caseWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.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 is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the refund and exchange issues We are currently investigating the new information brought to our attention by Mr***Once we have made contact with the airline to discuss the claim regarding his ticket being for Peruvia residents we will provide a response to the Revdex.comWe thank you for allowing us the opportunity to address the issues that were brought to our attention and appreciate Mr***’s patience while this case is reviewed further If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Angel A [redacted] Corporate Customer Service
April 24, 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 an airline fee refund request We attempted to contacted the customer to acknowledge receipt of their Revdex.com complaint and also request some further information from her Our records indicate on September 20, [redacted] booked itinerary # [redacted] for a flight aboard Trahsaero Airlines in Russia Before her departure the customer was notified that her flights had been cancelled and she would receive a refund As is required by banking regulations, the airline refunded the customer back to her original form of payment The customer’s American Express Card had expired and she had been issued a new one with a new expiration dateBecause this replacement happened during the time Transaero Airlines was refunding her, American Express rejected the credit that was issued to the old card Transaero, in the process of closing out their company accounting, still showed the ticket as being in a refunded status when Expedia attempted to assist the customer As we are no longer able to reach Transaero Airlines to attempt to secure a second refund for [redacted] Expedia has decided to make a one-time courtesy refund from our company to [redacted] *** We attempted to reach her by phone today to obtain the information on the new American Express Card so we could process the credit, however we have not yet reached herExpedia will continue to reach out to the customer until we are able to process the refund in the amount of $ We’ve also sent [redacted] a direct email requesting that she provide us with the best time to reach her by phone to conclude this matter 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:Please review the following confirmation email attached and explain to me why it indicates " Liability Insurance included in this rental" and when I rented the vehicle, Alamo indicated that no liability insurance is included Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I have never booked a smoking room in all of my experience with using ExpediaLargely because it has always been well documented whether a room was smoking or non Now, that information is hidden at the bottom of the room descriptions, need three clicks to even find it, and there is coding errors within the text (&nasb;) so I'm not even convinced it was there properly when I made the bookingGiven the way it was listed, it leads to my concluding that Expedia is burying this info on purpose in order to create these kinds of issues(The hotel clerk even commented: "This happens all the time with Expedia...") Beyond that, it is completely unacceptable for the resolution to even getting a refund should take 5-days when someones travel needs are an immediate concernIt is clear that Expedia cares more about making a buck and does not care about providing quality products or customer supportI have deleted the Expedia app and have requested my Expedia account be permanently deleted Sincerely, [redacted]
October 7, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a car reservationOn October 7, 2016, 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 their credit card company processes refundsWe 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
April 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our 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 two flight reservations We understand Mr [redacted] is requesting a full refund On March 29, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint; however he was not available Our records reflect on January 13, 2016, the customer self-booked two flight reservations The first is for [redacted] * [redacted] and [redacted] ***, using Expedia.com Travel is on Lufthansa, departing June 11, 2016, from San Francisco, California to Bengaluru, India; returning on August 13, 2016, from Bengaluru, India to San Jose, CaliforniaThe Itinerary number is [redacted] The second flight reservation is for [redacted] ***, travel is on Lufthansa, departing June 11, 2016, from San Francisco, California to Bengaluru, India; returning on August 13, 2016, from Bengaluru, India to San Jose, California The itinerary number is [redacted] The customer is stating they contacted Expedia, needing to transfer [redacted] ***’s (who is a child) ticket on to his ticket Additionally, the customer stated that [redacted] * [redacted] , needs to change the dates; however Expedia has not exchanged the tickets 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 providersAs 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 policiesExpedia 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 purchasing Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservationThis gives Expedia the opportunity to provide an appropriate resolution Upon further researching this matter, we can confirm on March 11, 2016, the customer contacted Expedia, needing to transfer the ticket for [redacted] onto his ticket In addition, the customer stated that [redacted] * [redacted] would like to change the dates on their ticket Our agent advised the customer, they would need to contact the airline Our agent attempted to contact the airline; however, was unable to reach anyone Our agent advised the customer to contact Expedia the following day The customer understood On March 14, 2016, the customer contacted Expedia, needing to transfer the ticket [redacted] onto his ticket and needing to exchange the flight date for [redacted] * [redacted] ’s ticket Our agent contacted the airline and was advised the change may be possible; however, we would need to contact a different department On that same day, our agent contacted that department and was advised the customer cannot transfer the child’s ticket to a different ticket Our agent advised the customer The customer requested to speak to a supervisor The agent spoke to a supervisor who advised to transfer the customer; however the agent could not transfer the customer to the supervisor The supervisor advised they would contact the customer, however there was no answer The supervisor did leave a voice message for the customer The supervisor did contact Lufthansa and was advised they already divided the ticket for [redacted] on a new record locator [redacted] , with the same itinerary number [redacted] The new ticket is noted that [redacted] ***, the child is traveling with the adult [redacted] *** The airline advised, the customer was not charge for this change In reviewing Mr***’s account, the travel is confirmed for [redacted] and [redacted] ***, departing on June 11, The ticket for [redacted] * [redacted] , is also active and confirmed for travel on June 11, 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 Each airline has its own specific set of policies and procedures as does each ticket purchased Lufthansa is the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card)Based on the fare rules, the tickets are nonrefundable, and carry a change fee of $per person We hope the customer understands Expedia cannot honor the request to refund If the customer needs to exchange the ticket, the customer can contact Expedia at 1-800-397- 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 your responseWe have reviewed the documentation/new information provided to further address [redacted] concerns As previously advised, on August 4, Expedia was able to review the customer’s booking session that was made on July 3, The customer selected the Beach House Luxury Club Level Room and completed the reservation with that room type The customer did not select the Royal Estate Two Story One bedroom Beach Butler Villa Suite with Pool at any point during the booking session Expedia can provide the customer with two options: The first option is to change the room type; however, the customer will be responsible for any increase in price The second option, the customer can cancel and receive the refund for the hotel booking The customer can rebook the correct room type at the current rate online Expedia works from a live inventory, prices and or availability will fluctuateThe customer has to cancel the hotel booking before December 22, 2016, if not the reservation will be nonrefundable Expedia considers this matter as closed and will no longer address this matter any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
March 3, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refund On February 23, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint, however she was not available Our records reflect on January 5, 2015, the customer self-book a flight reservation departing August 30, 2015, from New York to Nice, France; returning on September 6, 2015, from Nice, France to New York with Air France The customer is requesting full refund or full credit amount We can confirm on August 15, 2015, the customer contacted Expedia requesting to cancel the flight, and our agent processed the cancelation We can confirm on January 1, 2016, the customer contacted Expedia wanting to rebook the flight using a flight credit Our agent rebooked the flight and advised the customer the flight is not confirmed until it has been ticketed On that same day we sent an email advising the new flight was not confirmed Further research reflects on February 7, 2016, the customer contacted Expedia requesting a refund; the flight credit was expired The agent advised the customer that the credit was expired The customer requested to speak with a supervisor and was transferred to a supervisor The customer advised that they contacted Expedia to rebook their flight using a previous airline credit; however that was not done at the time of the booking The customer is requesting a full refund on the original ticket, or a full flight credit amount The supervisor advised the customer that we will honor the credit amount of $1,334.80; however, the customer declined the offer The customer has contacted Expedia several times, requesting a full refund or the full flight credit, the customer originally paid $2, 669.60, Expedia is excluding the change fee amount of $per person Also we are dividing the credit amount in half; Expedia did advise the customer that the new flight was not confirmed until ticketed At Expedia, we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us We regret any inconvenience this matter has caused We will honor Ms [redacted] credit for the amount of $1, 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 Each vendor has its own specific set of policies and procedures as does each reservation purchased Air France is the merchant of record and the company that charged the customer’s credit card, we have to abide by the rules and regulationsBased on the fare rules, the ticket is non-refundable, with a change fee of $300.00, plus any fare difference We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Even though expedia says that the money goes directly to the hotel I would like to point out that my credit card statement shows the full amount charged to expedia.comI just have the belief that a company is supposed to stand behind it's service and take care of it's customers It is clear to me that Expedia.com does not do that, and I will be sure to not do any further business with them, as well as make as many people aware as I possibly canSincerely, [redacted]