April 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 reservationAs 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
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 Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because the Expedia account of the details are not correct I did not cancel anything on 10/13/I booked and cancelled on the same day, 10/4/ Expedia should pull the agent's call recording from the evening of 10/4/at 5:PM Eastern Once they listen to the call they will see the agent contacted the [redacted] while I was on the line and spoke to a manager The agent then reported back to me the [redacted] would penalize me one day for the cancellation and I would be refunded $She further stated the refund could take - business days to post I'm deeply saddened and disturbed that Expedia would allow such a deceptive practice by an agents I'm requesting the extra $to bring the total refund to $as was told to me by the Expedia agent on 10/4.Sincerely, [redacted]
June 21, 2016 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, Inc. 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, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted] (BBB case number [redacted] ) regarding a refund request. Our records indicate on June 2, 2016 the customer accessed Expedia.com and self-booked non-refundable Itinerary # [redacted] for a stay at the Hilton Hotel, Austin, Texas to check in on June 12, and checking out June 13, 2016. The customer’s complaint is that they entered a search date into the Google search engine and then chose Expedia.com from the hotel sites provided by Google, and proceeded to book her reservation. She did not enter her desired stay date into Expedia’s site, and her reservation was booked for a date other than the one she had wanted. 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 purchasing. We provide selection details on several pages for the customer’s review, including a summary on the final payment screen, before the customer enters their payment information. It is the customer’s responsibility to review their booking information, to ensure it meets their wishes, before finalizing their purchase. Search engines such as Google do not interact with other websites; they only provide links from their site to websites that match the general criteria of the client’s search, such as travel companies in this instance. When the customer chooses a website to access, they leave Google, or the search engine they have used, and they enter the independent website for the company they are shopping on. They then must enter their search criteria into the website they are then using. The Hilton Hotel’s terms and conditions were also provided for the customer’s review, and finalization of the itinerary constitutes acceptance of the hotel’s terms. The Hilton’s stated terms for this booking were as follows: Cancellation and Change Policy: Non Refundable The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation. Expedia.com serves as a third party booking intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners. The Hilton Hotel was contacted on June 3, 2016, and our agent advocated on behalf of the customer, requesting the hotel’s permission to process a refund. The Hilton would not agree to a refund or date change. Due to the rules and restrictions Ms. [redacted] agreed to at the time of booking, and the Hilton’s refusal to waive their terms, Expedia has been billed in full for this reservation and we are unable to offer a refund. We regret that our response cannot be more favorable. 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 3 Corporate Customer Service Expedia.com
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 package reservation We understand Mr [redacted] is requesting a refund On March 3, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Our records reflect on December 22, 2015, the customer self-book a package reservation for [redacted] and [redacted] , using Expedia.comTravel is on JetBlue and Azul, departing March 20, 2016, from New York to Rio de Janeiro, Brazil; returning on March 20, 2016, from Rio de Janeiro, Brazil to New York Hotel stay at Hotel Astoria Palace, chedate March 21, 2016, check-out date March 25, The customer is stating they were not aware they needed a Visa for Brazil In addition, the customer is also stating they were not aware that the primary airline carrier was Azul, and not JetBlue The customer is requesting a full refund for the flights Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book their travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesShould they encounter any discrepancies or have additional questions, we ask that they call us prior finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution In addition, Expedia does not provide passport/visa requirements for international travel We provide a disclaimer on the website as well as well as the customer’s itinerary, which states as follows Proof of Citizenship is required for international travel When children are traveling, additional documentation may also be necessary It is your responsibility to meet entry requirements for the countries you are traveling to and connecting through We can confirm on February 20, 2016, the customer contacted Expedia requesting to change the dates for the flight, our agent advised the customer there would be a change fee amount of $per person The customer stated that JetBlue does not charge a change fee The agent advised the customer that the validating carrier was Azul, not JetBlue The customer did not change the flight, but instead requested to cancel the hotel, which our agent canceled and processed the refund in the amount of $ 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 However, we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers In reviewing Mr [redacted] account, the tickets are refundable with a $per person cancelation penalty feeExpedia will process the cancelation, and submit the refund request to the airline in the amount of $ The refund will be issued by Azul, the timeframe will can take up to 8-weeks, which is the standard timeframe for all airlines We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
August 11, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding his reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
September 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 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 car reservationOur records indicate the customer self-booked a car reservation with Dollar Rent A Car through the Expedia.com websiteWe understand from the complaint, the customer is requesting compensationUpon receipt of the Revdex.com submission, we were able to verify that Mr [redacted] self-booked a Standard Van Rental, which can be found on his confirmed itineraryThe customer’s itinerary includes the car rental’s term and conditions which state all the insurance charges and rules and regulations in addition to: • Child Seat/Infant (0-month / 0-13kg) Infant Seat COST IS EUR PER DAY, EXCLUDING VAT, PER SEATITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER Child Seat/Toddler 4-years / 15-kg) Toddler Seat COST IS EUR PER DAY, EXCLUDING VAT, PER SEATITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER Navigational System (Built in system) Navigational System COST IS EUR PER DAY, EXCLUDING VATITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER SEE If 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 during their travelsAs this reservation was self-booked by the customer, Expedia is unable to refund the customer 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] Tier Customer Service
October 22, 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on February 16, 2015, the customer self-booked a flight reservation using Expedia’s website, itinerary [redacted] Travel was with [redacted] Limited from Phoenix, AZ to Chengdu, China, departing on May 20, 2015, and returning on July 15, Due to changes to his travel plan, Ms [redacted] requested a partial refund of his ticketOn May 29, 2015, a refund of $was issued by Expedia, back to the original form of paymentMr [redacted] claims that he did not receive that refund Upon receipt of Mr [redacted] complaint, on October 20, 2015, Expedia re-issued the refund of $200.00, back to the original form of payment, as an offer of good faithThe time it takes a refund to post to the customer’s account depends on how quickly his credit card company processes refunds, generally within 3-business days On October 22, 2015, Expedia contacted Mr [redacted] to advise of the refundWe are currently awaiting the customer to confirm if the refund was received directly with his credit card company/banking institution, and will assist him until the refund is received We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
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 meCredit has been issued to my credit card as promised, but I have not received the Expedia Account Credit as detailed I will contact the Customer Service Number provided on their web page to follow up on this part of the resolution Once this is credited to my account I will confirm the issue closed Below is an excerpt from Expedia's Response: Our case notes show this matter was resolved on July 19, when the customer spoke to an Expedia agent who refunded $back to the customer’s original form of payment The amount of time it takes for the credit to be available in their account depends upon how quickly their bank processes refunds Additionally, as a courtesy, we have provided her online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel, either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within her permanent account under [redacted] @comcast.netWe hope Ms [redacted] will allow us the opportunity to improve upon her experience in the future Sincerely, [redacted]
August 21, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed from the airlines to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we 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,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. Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because Expedia is lyingI have attached the print out of the page where 40% ad was shown for a specific location "Chanakyapuri"They did not book my hotel in that locationPlease see the attached fileI am not going to leave this matter like thisThis is FRAUD committed by expediaThey cannot cheat customer like thatI will appreciate my money refunded or else I will be forced to file a law suit and ask for compensation for my time and harassment beside the refund.Sincerely, [redacted] ***
June 23, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe:Expedia Case #: O-***Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret tohear that Mr [redacted] did not accept our response.Our records reflect that one June 3, 2015, we spoke to Mr [redacted] regarding hisprice match requestAt the time it had been four days since Mr [redacted] hadbooked his vacation packageWe advised that we had not received his pricematch request and that we would not be able to honor his requestMr [redacted] escalated to call and was advised to send his screenshot for refund considerationwith no guaranteesWe finally received Mr [redacted] screenshot along with the Revdex.com RebuttalRegrettably,Mr [redacted] screenshot does not include information necessary to make anapple to apples comparisonWe would need to see flight numbers and well asclass of service which is unavailableAs such, we are unable to honor therequest.We 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, [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: yall cheat your customers You try to get people to buy this useless insurance in case they have to cancel a flight but you don’t say that there’s very few circumstances that warrant this insurance actually working We had to cancel and there’s no way the insurance would’ve covered it We shouldn’t have bought it in the first place but it’s Expedia’s advertising at fault I still want just the insurance portion we paid refunded There’s no accepting your response until this is done Sincerely, [redacted]
August 21, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed from the airlines to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we 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,Tier Customer Service
August 18, 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 [redacted] ***We regret to hear Ms [redacted] did not accept our responseIn order to be considered for a price match, customers must submit a screenshot with an identical bookingAll details must match We have further researched Ms***’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to honor Ms***’s request of a refund We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
August 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 attention Thank you for forwarding the Revdex.com consumer rebuttal from Ms [redacted] ***We apologize for the delay in issuing Ms***’s refundThe time it will take the refund to show in Ms***’s account depends on how quickly her credit card company processes refunds, generally within 3-business days We regret Ms***’s experience was not as we would have hoped, and any subsequent inconvenience caused We thank you for allowing us to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service?
July 24, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our 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 youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund requestOur records reflect on May 29, the customer accessed Expedia.com and self-booked Itinerary # [redacted] for a stay at the Quality Inn, Kanab, Utah to check in June 25, and checking out June 27, for a total price of $to be collected by the hotel upon completion of bookingThe customer is reporting that, upon arrival at the hotel they were told they did not have a reservationA review of Expedia’s notification system shows the hotel was sent the following room request and receipt of the reservation was confirmed by the hotel’s fax system• MAY 10:AM PDT [redacted] Confirmed [redacted] Reserve • Quality In • E Highway 89, Kanab, UT USA • JUN - JUN • Itinerary Number: [redacted] ( [redacted] ) • Booking ID: [redacted] • Standard Room, Queen Beds, Non Smoking - Advance Purchase Rate We are sorry to learn about the customer’s experience with the Quality Inn HotelAs you may know, Expedia.com acts only as a third-party intermediary for hotel providersIf one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage them to contact us from the hotel if the accommodations are not satisfactory or there is an issue with their reservation, upon arrivalThis enables us to attempt to find a resolution at that timeExpedia shows no record that [redacted] contacted our offices during travel; therefore we were unable to assist with alternate accommodations when they encountered issuesThis was a hotel collect itinerary, meaning the Quality Inn was the merchant of record and would be the party to bill the customerHad they contacted Expedia when they were told by the hotel that they did not have a reservation for them, Expedia’s relocation team would have been able to assist the customer in moving their itinerary to an alternate hotel in the areaAs Expedia acted in good faith by notifying the Quality Inn Hotel of the customer’s booking, Expedia was not notified by the hotel that they would not be able to accommodate the customer, and the customer did not contact Expedia from the hotel when they were not provided with a room, Expedia was not given but opportunity to address this problemTherefore Expedia cannot agree to the customer’s request for compensation in the amount of $As a courtesy, we have provided the customer’s online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within their accountWe hope they will allow us the opportunity to improve upon their experience in the futureWe 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, Roseanne G [redacted] Tier Customer Service
July 23, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] We regret to hear MrDe [redacted] did not accept our response and/or resolution offered As mentioned in our previous response, Expedia’s Customer Service Department is available hours a day, seven days a week, to assist customers with all inquiries they might have regarding their booking, including cancellation requests We regret MrDe [redacted] experienced difficulties when attempting to cancel his reservation online; however, as a cancellation confirmation page and/or cancellation e-mail were not provided, it was his responsibility to verify that the cancellation was processed prior to the hour cancellation period expiringDue to the information provided above, Expedia is unable to honor Mr [redacted] request for a refund We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service?
May 22, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-*** Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] ** We regret [redacted] did not accept our response and/or resolution offeredWhen an Expedia reservation is confirmed an email is immediately sent to the primary email address provided by the customer This serves not only as a verification that the booking is confirmed but it also provides a detailed summarization of the booking details beginning with the dates, number of travelers, destination, length of travel, and any inclusions that were sold with the vacation package [redacted] received the confirmation email that provided the room type, which was the Resort View It did not list the room type as being all-inclusive, nor was the customer charged for an all-inclusive package It also provided a disclaimer which stated “Guests must book the ‘Escape Inclusive’ rate plan to receive All Inclusive benefits during their stay” We regret any inconvenience this matter has caused As the customer has not provided any new information, we stand by our previous decision and will not honor the request for reimbursement of additional expenses incurred We thank 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 usSincerely, [redacted] ***Tier Customer Service
April 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 reservationAs 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
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 Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because the Expedia account of the details are not correct I did not cancel anything on 10/13/I booked and cancelled on the same day, 10/4/ Expedia should pull the agent's call recording from the evening of 10/4/at 5:PM Eastern Once they listen to the call they will see the agent contacted the [redacted] while I was on the line and spoke to a manager The agent then reported back to me the [redacted] would penalize me one day for the cancellation and I would be refunded $She further stated the refund could take - business days to post I'm deeply saddened and disturbed that Expedia would allow such a deceptive practice by an agents I'm requesting the extra $to bring the total refund to $as was told to me by the Expedia agent on 10/4.Sincerely, [redacted]
June 21, 2016 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, Inc. 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, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted] (BBB case number [redacted] ) regarding a refund request. Our records indicate on June 2, 2016 the customer accessed Expedia.com and self-booked non-refundable Itinerary # [redacted] for a stay at the Hilton Hotel, Austin, Texas to check in on June 12, and checking out June 13, 2016. The customer’s complaint is that they entered a search date into the Google search engine and then chose Expedia.com from the hotel sites provided by Google, and proceeded to book her reservation. She did not enter her desired stay date into Expedia’s site, and her reservation was booked for a date other than the one she had wanted. 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 purchasing. We provide selection details on several pages for the customer’s review, including a summary on the final payment screen, before the customer enters their payment information. It is the customer’s responsibility to review their booking information, to ensure it meets their wishes, before finalizing their purchase. Search engines such as Google do not interact with other websites; they only provide links from their site to websites that match the general criteria of the client’s search, such as travel companies in this instance. When the customer chooses a website to access, they leave Google, or the search engine they have used, and they enter the independent website for the company they are shopping on. They then must enter their search criteria into the website they are then using. The Hilton Hotel’s terms and conditions were also provided for the customer’s review, and finalization of the itinerary constitutes acceptance of the hotel’s terms. The Hilton’s stated terms for this booking were as follows: Cancellation and Change Policy: Non Refundable The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation. Expedia.com serves as a third party booking intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners. The Hilton Hotel was contacted on June 3, 2016, and our agent advocated on behalf of the customer, requesting the hotel’s permission to process a refund. The Hilton would not agree to a refund or date change. Due to the rules and restrictions Ms. [redacted] agreed to at the time of booking, and the Hilton’s refusal to waive their terms, Expedia has been billed in full for this reservation and we are unable to offer a refund. We regret that our response cannot be more favorable. 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 3 Corporate Customer Service Expedia.com
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 package reservation We understand Mr [redacted] is requesting a refund On March 3, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Our records reflect on December 22, 2015, the customer self-book a package reservation for [redacted] and [redacted] , using Expedia.comTravel is on JetBlue and Azul, departing March 20, 2016, from New York to Rio de Janeiro, Brazil; returning on March 20, 2016, from Rio de Janeiro, Brazil to New York Hotel stay at Hotel Astoria Palace, chedate March 21, 2016, check-out date March 25, The customer is stating they were not aware they needed a Visa for Brazil In addition, the customer is also stating they were not aware that the primary airline carrier was Azul, and not JetBlue The customer is requesting a full refund for the flights Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book their travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesShould they encounter any discrepancies or have additional questions, we ask that they call us prior finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution In addition, Expedia does not provide passport/visa requirements for international travel We provide a disclaimer on the website as well as well as the customer’s itinerary, which states as follows Proof of Citizenship is required for international travel When children are traveling, additional documentation may also be necessary It is your responsibility to meet entry requirements for the countries you are traveling to and connecting through We can confirm on February 20, 2016, the customer contacted Expedia requesting to change the dates for the flight, our agent advised the customer there would be a change fee amount of $per person The customer stated that JetBlue does not charge a change fee The agent advised the customer that the validating carrier was Azul, not JetBlue The customer did not change the flight, but instead requested to cancel the hotel, which our agent canceled and processed the refund in the amount of $ 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 However, we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers In reviewing Mr [redacted] account, the tickets are refundable with a $per person cancelation penalty feeExpedia will process the cancelation, and submit the refund request to the airline in the amount of $ The refund will be issued by Azul, the timeframe will can take up to 8-weeks, which is the standard timeframe for all airlines We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
August 11, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding his reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
September 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 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 car reservationOur records indicate the customer self-booked a car reservation with Dollar Rent A Car through the Expedia.com websiteWe understand from the complaint, the customer is requesting compensationUpon receipt of the Revdex.com submission, we were able to verify that Mr [redacted] self-booked a Standard Van Rental, which can be found on his confirmed itineraryThe customer’s itinerary includes the car rental’s term and conditions which state all the insurance charges and rules and regulations in addition to: • Child Seat/Infant (0-month / 0-13kg) Infant Seat COST IS EUR PER DAY, EXCLUDING VAT, PER SEATITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER Child Seat/Toddler 4-years / 15-kg) Toddler Seat COST IS EUR PER DAY, EXCLUDING VAT, PER SEATITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER Navigational System (Built in system) Navigational System COST IS EUR PER DAY, EXCLUDING VATITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER SEE If 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 during their travelsAs this reservation was self-booked by the customer, Expedia is unable to refund the customer 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] Tier Customer Service
October 22, 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on February 16, 2015, the customer self-booked a flight reservation using Expedia’s website, itinerary [redacted] Travel was with [redacted] Limited from Phoenix, AZ to Chengdu, China, departing on May 20, 2015, and returning on July 15, Due to changes to his travel plan, Ms [redacted] requested a partial refund of his ticketOn May 29, 2015, a refund of $was issued by Expedia, back to the original form of paymentMr [redacted] claims that he did not receive that refund Upon receipt of Mr [redacted] complaint, on October 20, 2015, Expedia re-issued the refund of $200.00, back to the original form of payment, as an offer of good faithThe time it takes a refund to post to the customer’s account depends on how quickly his credit card company processes refunds, generally within 3-business days On October 22, 2015, Expedia contacted Mr [redacted] to advise of the refundWe are currently awaiting the customer to confirm if the refund was received directly with his credit card company/banking institution, and will assist him until the refund is received We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service
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 meCredit has been issued to my credit card as promised, but I have not received the Expedia Account Credit as detailed I will contact the Customer Service Number provided on their web page to follow up on this part of the resolution Once this is credited to my account I will confirm the issue closed Below is an excerpt from Expedia's Response: Our case notes show this matter was resolved on July 19, when the customer spoke to an Expedia agent who refunded $back to the customer’s original form of payment The amount of time it takes for the credit to be available in their account depends upon how quickly their bank processes refunds Additionally, as a courtesy, we have provided her online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel, either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within her permanent account under [redacted] @comcast.netWe hope Ms [redacted] will allow us the opportunity to improve upon her experience in the future Sincerely, [redacted]
August 21, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed from the airlines to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we 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,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. Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because Expedia is lyingI have attached the print out of the page where 40% ad was shown for a specific location "Chanakyapuri"They did not book my hotel in that locationPlease see the attached fileI am not going to leave this matter like thisThis is FRAUD committed by expediaThey cannot cheat customer like thatI will appreciate my money refunded or else I will be forced to file a law suit and ask for compensation for my time and harassment beside the refund.Sincerely, [redacted] ***
June 23, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe:Expedia Case #: O-***Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret tohear that Mr [redacted] did not accept our response.Our records reflect that one June 3, 2015, we spoke to Mr [redacted] regarding hisprice match requestAt the time it had been four days since Mr [redacted] hadbooked his vacation packageWe advised that we had not received his pricematch request and that we would not be able to honor his requestMr [redacted] escalated to call and was advised to send his screenshot for refund considerationwith no guaranteesWe finally received Mr [redacted] screenshot along with the Revdex.com RebuttalRegrettably,Mr [redacted] screenshot does not include information necessary to make anapple to apples comparisonWe would need to see flight numbers and well asclass of service which is unavailableAs such, we are unable to honor therequest.We 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, [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: yall cheat your customers You try to get people to buy this useless insurance in case they have to cancel a flight but you don’t say that there’s very few circumstances that warrant this insurance actually working We had to cancel and there’s no way the insurance would’ve covered it We shouldn’t have bought it in the first place but it’s Expedia’s advertising at fault I still want just the insurance portion we paid refunded There’s no accepting your response until this is done Sincerely, [redacted]
August 21, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed from the airlines to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we 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,Tier Customer Service
August 18, 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 [redacted] ***We regret to hear Ms [redacted] did not accept our responseIn order to be considered for a price match, customers must submit a screenshot with an identical bookingAll details must match We have further researched Ms***’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to honor Ms***’s request of a refund We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
August 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 attention Thank you for forwarding the Revdex.com consumer rebuttal from Ms [redacted] ***We apologize for the delay in issuing Ms***’s refundThe time it will take the refund to show in Ms***’s account depends on how quickly her credit card company processes refunds, generally within 3-business days We regret Ms***’s experience was not as we would have hoped, and any subsequent inconvenience caused We thank you for allowing us to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service?
July 24, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our 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 youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund requestOur records reflect on May 29, the customer accessed Expedia.com and self-booked Itinerary # [redacted] for a stay at the Quality Inn, Kanab, Utah to check in June 25, and checking out June 27, for a total price of $to be collected by the hotel upon completion of bookingThe customer is reporting that, upon arrival at the hotel they were told they did not have a reservationA review of Expedia’s notification system shows the hotel was sent the following room request and receipt of the reservation was confirmed by the hotel’s fax system• MAY 10:AM PDT [redacted] Confirmed [redacted] Reserve • Quality In • E Highway 89, Kanab, UT USA • JUN - JUN • Itinerary Number: [redacted] ( [redacted] ) • Booking ID: [redacted] • Standard Room, Queen Beds, Non Smoking - Advance Purchase Rate We are sorry to learn about the customer’s experience with the Quality Inn HotelAs you may know, Expedia.com acts only as a third-party intermediary for hotel providersIf one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage them to contact us from the hotel if the accommodations are not satisfactory or there is an issue with their reservation, upon arrivalThis enables us to attempt to find a resolution at that timeExpedia shows no record that [redacted] contacted our offices during travel; therefore we were unable to assist with alternate accommodations when they encountered issuesThis was a hotel collect itinerary, meaning the Quality Inn was the merchant of record and would be the party to bill the customerHad they contacted Expedia when they were told by the hotel that they did not have a reservation for them, Expedia’s relocation team would have been able to assist the customer in moving their itinerary to an alternate hotel in the areaAs Expedia acted in good faith by notifying the Quality Inn Hotel of the customer’s booking, Expedia was not notified by the hotel that they would not be able to accommodate the customer, and the customer did not contact Expedia from the hotel when they were not provided with a room, Expedia was not given but opportunity to address this problemTherefore Expedia cannot agree to the customer’s request for compensation in the amount of $As a courtesy, we have provided the customer’s online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within their accountWe hope they will allow us the opportunity to improve upon their experience in the futureWe 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, Roseanne G [redacted] Tier Customer Service
July 23, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] We regret to hear MrDe [redacted] did not accept our response and/or resolution offered As mentioned in our previous response, Expedia’s Customer Service Department is available hours a day, seven days a week, to assist customers with all inquiries they might have regarding their booking, including cancellation requests We regret MrDe [redacted] experienced difficulties when attempting to cancel his reservation online; however, as a cancellation confirmation page and/or cancellation e-mail were not provided, it was his responsibility to verify that the cancellation was processed prior to the hour cancellation period expiringDue to the information provided above, Expedia is unable to honor Mr [redacted] request for a refund We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Lidiya N [redacted] Tier Customer Service?
May 22, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-*** Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] ** We regret [redacted] did not accept our response and/or resolution offeredWhen an Expedia reservation is confirmed an email is immediately sent to the primary email address provided by the customer This serves not only as a verification that the booking is confirmed but it also provides a detailed summarization of the booking details beginning with the dates, number of travelers, destination, length of travel, and any inclusions that were sold with the vacation package [redacted] received the confirmation email that provided the room type, which was the Resort View It did not list the room type as being all-inclusive, nor was the customer charged for an all-inclusive package It also provided a disclaimer which stated “Guests must book the ‘Escape Inclusive’ rate plan to receive All Inclusive benefits during their stay” We regret any inconvenience this matter has caused As the customer has not provided any new information, we stand by our previous decision and will not honor the request for reimbursement of additional expenses incurred We thank 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 usSincerely, [redacted] ***Tier Customer Service