Complaint: [redacted] I am rejecting this response because: even the small fee charged by Expedia was not yet returnedThat is not a "third party" charge Sincerely, [redacted] **
Complaint: [redacted] I am rejecting this response because: the response from Expedia is not quite reasonableIn the response, it is said that "As stated on Expedia.com, Unpublished Rate Hotelsbookings are final and cannot be changed or refundedFurthermore, when booking an unpublished rate hotel, no option is given to select amenities such as room type since the customer will not know the hotel name, the types of room available or amenities offered until after it is booked" It is not true because when I did the booking, it did showed the option for customer to choose as room type ( Smoking/ Nonsmoking , queen bed, king bed, or seperated single beds) Also, it let customers to choose how many people would stay in the roomPlease find the proof - the attached file for the confirm that I got after sucesfully bookingIt did showed I booked all NON-smoking roomsLAstly, the smoking/non-smoking room is just the basic requirement for the guest to choose before making decision to stay or notMoreover, I am a pregnant women ( Please find the attached file for a doctor note) and all the family members were all seniors, kids, and the elderlyI am that risk to book the smoking room for the whole family to get the chance to expose the smokeAlso, the behaviors of Maria ( customer associtate ) and Nicole ( Manager , Employee ID: [redacted] ) were un-professionalAt first, they both tried to blame that I booked Smoking Rooms until I told them I had my confirmation on hand.In fact, I request for the refund because it was not my faultI did know that the policy of booking from the unpublished rate hotel booking are finals / can't refund/ exchangeIn my case, I did not request for any reason that I changed my mind to cancel the bookingI ask for the money back because Expedia did not do as their confirmation for the customerIf the policy is not allowed to refund, in my case I request for the compensation of the equal amount credit.Sincerely, [redacted] ***
July 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear [redacted] did not accept our response We have further researched [redacted] ***’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to honor to [redacted] ***’ request for compensation Without hotel approval, Expedia was unable to cancel the reservation and guarantee a full refundThis was due to the [redacted] Hotel’s cancellation policyWe see no error on the part of Expedia and we cannot honor [redacted] ***’ refund request at this timeThe reservation in question was not canceled by an Expedia representativeWe 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
August 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on May 8, 2016, Mr [redacted] booked combined one-way flights from Charlotte, North Carolina to Boston, MassachusettsWe understand from Mr [redacted] that the return portions of his flights were affected by an airline schedule changeMr [redacted] mentioned that the change affected other aspects of his travel and requested that Expedia process a $refund Upon review, we discovered that the return portion of Mr [redacted] ’s flights were canceled and refunded on July 26, Most airlines request up to two billing cycles for refunds to appear on customers bank statements 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
June 9, 2016 RevDex.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. Our records reflect that on March 20, 2016, Mr. [redacted] booked an Expedia Vacation Package which included roundtrip flights from New York, New York, to Punta Cana and a four-night stay at Meliá Caribe Tropical from October 19, 2016, through October 23, 2016. We understand from Mr. [redacted] ’s complaint that his flights were affected by an airline schedule change. Mr. [redacted] stated that he contacted Expedia but, received no assistance. Mr. [redacted] is not interested in a refund. He wants the original flights restored. We apologize for the inconvenience this may have caused. Please be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes. Purchasing flights from Expedia.com does not subject you to additional changes or less accommodating resolutions from the airline. Although the airline has not communicated with Expedia on the reason for this change, often they are the result of the airline changing their schedule due to weather, routing or maintenance needs. If departure time is affected by at least four hours and the alternative options that were presented to Mr. [redacted] are unsatisfactory, Expedia’s only option is to offer a refund. The services provided by Expedia are that of a third party intermediary the airline; in this case Dynamic Airways is the merchant of record (i.e. the company who charged the customer’s credit card) and as such accepted the funds for the purchase. Mr. [redacted] will also see the airlines name in the transaction information of his credit card statement. As Dynamic Airways is the merchant of record, they are also the party to set policy regarding their tickets. As travel is scheduled for October, it is possible for another schedule change to occur. 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, Marlon D [redacted] Tier 3 Customer Service
July 26, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Mr [redacted] is inquiring about a Best Price Guarantee offer Our records indicate on July 10, the customer accessed Expedia.com to book a hotel reservation at the [redacted] in Baltimore, Maryland arriving on July 16, and checking out July 17, The customer contacted Expedia on July 13, asking for a refund due to our Best Price Guarantee and was told we would be unable to agree to his request because he had not followed the procedure of submitting a request form online within hours for review At your request, we have reviewed Mr [redacted] case again; however we are still unable to provide a refund for his reservation This request does not meet the terms and conditions set forth in our Best Price Guarantee Under the Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking The price match request must be submitted online within hours of the original bookingThe lower priced itinerary needs to meet specific requirements to qualifyThe following link to the Expedia Best Price Guarantee Terms and Conditions are provided on the website and can be accessed through the following link, for the customer’s review: [redacted] 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
June 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting a refundOn May 20, 2016, we received the receipt of the Revdex.com complaint Our records reflect on March 27, 2016, the customer self-booked a package reservation for [redacted] and [redacted] , using Expedia.comTravel was on United Airlines, departing May 13, 2016, from Los Angeles, California to Cancun, Mexico; returning on May 17, 2016, from Cancun, Mexico to Los Angeles, CaliforniaThe hotel was at the Grand Oasis Sens-Adults Only-All Inclusive, chedate May 13, 2016, check-out date May 17, The customer is stating once arrived at the hotel had several complaints due to bugs and cleanness of the hotel Upon further researching this matter, we can confirm on May 14, 2016, the customer contacted Expedia, advising the hotel and room is not clean and there were bugs in the hotel Our agent contacted the hotel, who advised there was no complaint found from the customerThe hotel advised Expedia we would need to speak to the main office, however the office was closedOur agent advised the customer, Expedia would need to contact the main office once they were open and would contact the customer back On June 8, 2016, Expedia contacted the hotel on the customer’s behalf; they advised that they found no complaint from the customer during their stayThe hotel advised that the customer did stay at the hotelThe hotel will not authorize the refund for the hotel booking 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 ticket purchasedWe sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernHowever, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customersWe 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 policiesThe customers do have the capability to view hotels reviews online before purchasing the reservation We hope the customer understands, Expedia must adhere to the vendor’s policyWe cannot honor the request for the refund 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
November 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 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 a hotel reservationOur records indicate on July 16, 2015, the customer booked a package reservation which included a flight and hotel reservationAccommodations were at the [redacted] All Inclusive from August 16, 2015, to August 23, We understand from the complaint, the customer is requesting a refund due to a hotel creditExpedia strives to provide the highest level of customer service, and we are sorry for the customer’s recent experienceWe regret that the service received was less than satisfactoryAt this time, we are requesting [redacted] submit the receipts regarding the additional charges incurredThe customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist furtherWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
October 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service %
January 10, 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 Case number [redacted] ) regarding a hotel reservationOur records indicate on January 5, 2017, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations are at the W Mexico City from January 18, 2017, to January 22, We understand from the complaint, the customer is requesting a refund due to additional charges incurred for additional guestsWe firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase pathWe provide our users ample time to review the full details of the itinerary before completing the purchaseExpedia was able to capture the customer’s individual step by step booking process and prior to the customer submitting their credit card information the amount of guests was booked for adultPlease 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 you understand that we must adhere to the policies and pricing dictated by the hotelOn January 5, 2017, the customer contacted Expedia claiming that there had been an error with the amount of guests on his reservationThe assisting representative was able to review the step-by-step process of the customer’s reservationExpedia contacted the hotel directly on behalf of the customer and the hotel approved to waive penalty fees for the changes as per the hotel’s terms and conditions which were agreed to by the customer at the time of bookingHowever, the customer was charged for additional guests which were not included on the original reservation and the customer agreed to the additional charges at that timeWe 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
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] When I called customer service regarding Best Price Guarantee, I spoke with Zena at 9:30am on Thursday 3/10/ She told me to screen shot the deals I found and send them through the Best Price Guarantee module of your website That is exactly what I did I do not see anywhere that I needed to go through the booking process up to payment in order to submit Guarantees I do not clearly see any specifics on the information to be submitted by me I still would like to know why none of the requests I submitted were responded to until I contacted Revdex.com And I would like to know how many best price guarantees are submitted and honored every year
July 12, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request Our records reflect on May 1, Mr [redacted] accessed Expedia.com online and booked a stay at the Bear River Casino Hotel in Loleta, California, Itinerary # [redacted] , to check in June 28, and checking out June 29, The terms of the booking, agreed to at the time the reservation was created were: Cancellation and Change Policy: Refundable Cancellations or changes made after 1:PM local hotel time, Monday, June 27, 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 While we are happy to hear the customer won a free night’s stay during his stay at the Bear River Casino, the reservation was already non-refundable after June 27, 2016, per the terms of the itinerary The free night would need to be provided directly by the hotel on another date Per the terms of Mr [redacted] ’s itinerary, Expedia will not be able to provide a refund for this 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, Roseanne G [redacted] Tier Customer Service
Tell us why here...March 6, Revdex.comExpedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Mrs [redacted] did not accept our response and/or resolution offered After further review of Mrs***’s rebuttal and the claim that she would only be charged $102.00, is an issue she will need to speak with the hotel aboutAt no time, did Mrs [redacted] mention anything about being charged $Again, Expedia advocated on her behalf, and the hotel reiterated that they will charge $if cancelled Respectfully, we request that this complaint be closed as answered, as Expedia has not collected any funds from Mrs*** Again, thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, LaToya J [redacted] Corporate Customer Service
July 3, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** 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 his concerns were not addressed adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] * [redacted] (Revdex.com case number [redacted] ) regarding a car rental reservation We understand the customer is stating there were additional costs required by the car rental provider at the time of pithat he was not aware of prior to arriving at the car rental counter On July 3, 2015, we attempted to contact the customer to acknowledge receipt of his Revdex.com complaint but were unable to reach himOur records indicate on June 10, 2015, the customer or an authorized user in the account self-booked a car rental reservation on Expedia.com with [redacted] as the selected provider The car rental reservation was booked as a “pay later” reservation with a different drop-off location than the original pilocation and a base rate quoted by Expedia in the amount of $ Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and are subject to the terms and conditions of those providers In most cases, car rental companies will charge extra for a one-way rental reservation, refueling option, additional insurance coverage, and other counter items that may be requested at the time of pick-up Other fees may include local and state taxes and airport surcharge taxes During the booking we provide the customer with the following rules and restrictions to read through before completing checkout These rules include, but are not limited to, the following: • Additional charges or restrictions may apply for drivers under or over 65.• Charges for refueling, additional drivers, etcare not included in the total price.• Geographical restrictions may apply, even for rental contracts that feature unlimited mileageSome car rental companies do not allow you to take their vehicles across certain domestic or international borders, or may apply an additional charge to do so• Your rental may have mandatory, local insurance requirements that result in additional charges at the time of rental.• The total price includes all mandatory taxes and feesOther Terms and Conditions provided for the customer during the booking period advised:- Insurance: TOPIC-SUPPLIMENTAL LIABILITY INSURANCE-PER DAY- Age Restrictions: AGE 18-YRS- -1- PAYMENT-MAJOR CREDIT CARD REQUIRED-2- PROOF OF FULL COVERAGE INSURANCE-3- AGE FEE-TO 24YRS-PER DAYAGE- 21YRS OR OLDER- Deposit: ALL RENTERS MUST PROVIDE A DEPOSTT OF OR PER CENT OF THE ESTIMAED RENTAL COST#PLUS THE ESTIMATED RENTAL COST AT THE TIME OF RENTAL OF PICKUP.- Collision Damage Waiver: ALL RENTERS MUST PROVIDE A DEPOSTT OF OR PER CENT OF THE ESTIMAED RENTAL COST#PLUS THE ESTIMATED RENTAL COST AT THE TIME OF RENTAL OF PICKUP.- State and Local Taxes: TAXES AND FEES-AIRPORT ACCESS FEE- PCTSALES TAX - PCTGOV SERVICE FEE PCTCUSTOMER FACILITY FEE PER DAYVLRF FEE PER DAY.- Drop-Off Charges: VEHICLES MAY BE DROOPED TO THE FOLLOWING E-Z LOCATIONS- LOS ANGELES AND SAN DIEGO [redacted] A DROP FEE MAY APPLY **- LOCAL RENTERS ARE SUBJECT TO A MILEAGE CAP OF FREE MILES PER DAY AND 0.39/MILE ABOVE THIS AMOUNT TOTALING THE ENTIRE RENTAL PERIOD- Return Fueling: PRE PAID FUEL OPTIONS-THE RENTER MAY PURCHASE THE PRE-PAID FUEL OPTION AT THE RENTAL COUNTER AT THE TIME OF RENTAL.THE PRE-PAID FUEL OPTION IS THE PURCHASE OF A FULL OR HALF TANK.THE RENTER HAS NO OBLIGATION TO REFILL THE TANK UPON RETURN OF THE VEHICLEWhile we understand the customer is requesting a refund for the difference in cost, the original quote was provided as an estimate along with the taxes and fees that would be collected by the car rental agency which may vary from city to city As such, we are unable to provide a refund as requested 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 usSincerely,Millicent F*Tier Customer Service
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 you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed 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] ***
While I appreciate Expedia's response, having spoken since my last Revdex.com response, to a very sympathetic escalation specialist with Expedia, I was again urged by her to contact the airlines AND the insurerThe Expedia specialist felt that I had a legitimate claim through the travel insurance holder (Aon) AND the airlines! She stated that Expedia doesn't really get to keep any of the profits from my ticket purchases and therefore the airlines would be my best line of defenseMy response was met with silence: "I didn't book with the airlines and the travel insurance company, I booked with EXPEDIA!" This kind and sympathetic representative of EXPEDIA couldn't answer my question, "If there's no responsibility for Expedia and Expedia doesn't get to keep any profits from the Airfare purchased on its website, then why would anyone even use their (sic) 'services'?" This company is taking zero responsibility for the inconvenience resulting in endless hours trying to determine if I'm elibigle for something, plus the misinformation provided to me - if it wasn't so inconvenient, time-wasting and downright tragic - is unconsciounableAt this point, it is no longer a point of contention about the 'rules' of changing a departure city, but instead the ongoing misinformation provided by a company who is doing business dand day-out without any responsibility for what representatives of Expedia are telling THEIR customersBased on this ongoing MASSIVE confusion and increasingly appalling waste of my time and continued MISINFORMATION and with the unprofessional 'runaround' by Expedia, at the very least, I should be eligible for some considerationWhile this company - Expedia - may say they serve the needs of some, it most certainly has continued to be a nightmare for meI am due something from ExpediaExpedia must take a responsible role in the misinformation THEIR representatives are dishing out to me, the customerComplaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: They are looking at two different bookings, this is ridiculous I just want my flight to be good in two weeks Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I did indeed receive the coupon, but only after making multiple calls and involving the Revdex.comThis is not the first time it happenedIt is actually every timeI have several BRG coupons still pending, and I am almost positive that Expedia will not issue these coupons automaticallyIn fact, I've already tried to get them issued with their Tier support, but they already refusedI will probably resort back to the Revdex.com method! And by the way, this is happening to an Expedia Elite member (I spend close to $10,every year)Imagine what they would do to a regular memberIt's time that these Expedia's practices are published.Sincerely, [redacted]
January 12, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] * [redacted] (Revdex.com case number [redacted] ) regarding flights, a car, flight insurance, and car insurance We understand [redacted] * [redacted] is asking for a refund for $Our records show the purchase made on August 3, 2017, using the Expedia.com website, was for roundtrip flights with Hawaiian Airlines from Seattle to Maui on November 25, 2017, returning December 1, 2017, and limited flight insurance with AON, for passengers [redacted] and [redacted] , as well as a midsize SUV with Thrifty for six days for pickup on November 25, 2017, and limited car rental insurance with AON for [redacted] The total cost of all four items was $1685.60.On August 7, [redacted] contacted us and inquired on changing only her flight ticket, to depart November 24, 2017, instead of November 25, Our agent reiterated the flight fare rules which had previously been provided at the time of purchase and acceptedThey include:• Prior to departure voluntary changes could be made for a change fee of $200.00, plus any difference in fare, per ticket; or, the tickets could be canceled and refunded for a fee of $per ticket.• After departure the ticket, or any b***ce of the ticket would be nonrefundable; changes may be made at a cost of $per ticket plus any fare difference, with limitations on the routing, flights, travel dates and class types which may be provided for changed travel.On August 7, [redacted] chose not to exchange her ticket; however, the same day the customer or an authorized user accessed the itinerary online from [redacted] ’s Expedia.com account, and completed the cancelation of the midsize SUV and the car rental insuranceA full refund of the items was processed back to the original form of payment in the amount of $344.80.On August 7, a new itinerary was purchased through the Expedia.com website including a Premium SUV with Budget and limited car rental insurance with AON for six days, with pickup on November 25, 2017, at a total cost of $ 544.54, for [redacted] On November 20, [redacted] contacted us by phone to inquire about exchanging only the ticket for [redacted] Our notes indicate the request was a change from a roundtrip ticket to a return only ticket, to travel from Maui to Seattle, on November 29, At that time the fare rules were discussed againThe only charge made for the exchange was for the $change feeThe limited flight insurance with AON which covered for the Hawaiian Airlines flights for [redacted] and [redacted] required that any costs for exchanges be paid directly by the purchaserClaims may then be submitted to AON to be considered for reimbursementThis information was provided and accepted at the time the insurance was purchasedThe information in regards to what may be covered and how to submit a claim are still available from the itinerary onlineIn addition, the customers had ten days from the date of purchase to review the terms of the insurance and were able to cancel for a refund until August 13, 2017.Expedia.com is unable to pay for voluntary exchange fees, even when our customers are certain that AON will approve their claimsWe are unable to submit requests for Expedia.com to be reimbursed costs paid by Expedia.com, under the insurances which are purchased by our customers.On November 25, 2017, we received a call advising the ticket which had been exchanged for [redacted] , should have retained the same outbound travel date of November 25, 2017, matching the ticket for [redacted] , and [redacted] should’ve only had the different return date of November 29, [redacted] had been escalated to a supervisor who correctly documented the call and was taking action to resolve the situationAt that time Mrs [redacted] disconnected the callOur agent tried to call her back but there was no answerThe timing of the call indicates that it was just prior to boarding time of the flightThe onus of action was for Mrs [redacted] to contact us back if she still needed assistance, once she was able to discuss the matterWe have agents available to assist hours per day, seven days per weekHowever we didn’t hear back from anyone and had not been advised that a new ticket had been purchased.To consider any refund or compensation for the ticket purchased for [redacted] to fly one-way from Seattle to Maui on November 25, 2017, on Hawaiian Airlines flight number 29, we would need a copy of the receipt provided showing the flight detail mentioned, as well as the purchase date of November 25, If the receipt doesn’t have all of the details, we still encourage [redacted] * [redacted] to provide it, and we will try to verify it with our airline partnerIn regards Budget advising [redacted] that Budget wasn’t aware of rental car insurance coverage, we regret any inconvenienceThe limited car rental insurance purchased by our customers is provided to our customers who purchase the insurance, or authorized users who have access to the itinerary or to call in on the accountSimilar to other insurances, proof of coverage must be provided at the time the vehicle is picked upIt’s also important to note regarding car rental companies that they offer multiple types of insuranceThey may have similar coverage for the rental carEven when they are provided proper proof of coverage, they may still offer their coverage which is not identicalThey will highlight the portions of the insurance which are different, and they feel may be an asset to the buyerIn addition, some of the insurance coverages offered by the car rental company may be completely different from the rental car coverage offered on Expedia.com, and some insurance coverages may be required in order to drive in the localities in which the vehicle is being provided.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 usSincerely,Denise [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: even the small fee charged by Expedia was not yet returnedThat is not a "third party" charge Sincerely, [redacted] **
Complaint: [redacted] I am rejecting this response because: the response from Expedia is not quite reasonableIn the response, it is said that "As stated on Expedia.com, Unpublished Rate Hotelsbookings are final and cannot be changed or refundedFurthermore, when booking an unpublished rate hotel, no option is given to select amenities such as room type since the customer will not know the hotel name, the types of room available or amenities offered until after it is booked" It is not true because when I did the booking, it did showed the option for customer to choose as room type ( Smoking/ Nonsmoking , queen bed, king bed, or seperated single beds) Also, it let customers to choose how many people would stay in the roomPlease find the proof - the attached file for the confirm that I got after sucesfully bookingIt did showed I booked all NON-smoking roomsLAstly, the smoking/non-smoking room is just the basic requirement for the guest to choose before making decision to stay or notMoreover, I am a pregnant women ( Please find the attached file for a doctor note) and all the family members were all seniors, kids, and the elderlyI am that risk to book the smoking room for the whole family to get the chance to expose the smokeAlso, the behaviors of Maria ( customer associtate ) and Nicole ( Manager , Employee ID: [redacted] ) were un-professionalAt first, they both tried to blame that I booked Smoking Rooms until I told them I had my confirmation on hand.In fact, I request for the refund because it was not my faultI did know that the policy of booking from the unpublished rate hotel booking are finals / can't refund/ exchangeIn my case, I did not request for any reason that I changed my mind to cancel the bookingI ask for the money back because Expedia did not do as their confirmation for the customerIf the policy is not allowed to refund, in my case I request for the compensation of the equal amount credit.Sincerely, [redacted] ***
July 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear [redacted] did not accept our response We have further researched [redacted] ***’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to honor to [redacted] ***’ request for compensation Without hotel approval, Expedia was unable to cancel the reservation and guarantee a full refundThis was due to the [redacted] Hotel’s cancellation policyWe see no error on the part of Expedia and we cannot honor [redacted] ***’ refund request at this timeThe reservation in question was not canceled by an Expedia representativeWe 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
August 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on May 8, 2016, Mr [redacted] booked combined one-way flights from Charlotte, North Carolina to Boston, MassachusettsWe understand from Mr [redacted] that the return portions of his flights were affected by an airline schedule changeMr [redacted] mentioned that the change affected other aspects of his travel and requested that Expedia process a $refund Upon review, we discovered that the return portion of Mr [redacted] ’s flights were canceled and refunded on July 26, Most airlines request up to two billing cycles for refunds to appear on customers bank statements 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
June 9, 2016 RevDex.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. Our records reflect that on March 20, 2016, Mr. [redacted] booked an Expedia Vacation Package which included roundtrip flights from New York, New York, to Punta Cana and a four-night stay at Meliá Caribe Tropical from October 19, 2016, through October 23, 2016. We understand from Mr. [redacted] ’s complaint that his flights were affected by an airline schedule change. Mr. [redacted] stated that he contacted Expedia but, received no assistance. Mr. [redacted] is not interested in a refund. He wants the original flights restored. We apologize for the inconvenience this may have caused. Please be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes. Purchasing flights from Expedia.com does not subject you to additional changes or less accommodating resolutions from the airline. Although the airline has not communicated with Expedia on the reason for this change, often they are the result of the airline changing their schedule due to weather, routing or maintenance needs. If departure time is affected by at least four hours and the alternative options that were presented to Mr. [redacted] are unsatisfactory, Expedia’s only option is to offer a refund. The services provided by Expedia are that of a third party intermediary the airline; in this case Dynamic Airways is the merchant of record (i.e. the company who charged the customer’s credit card) and as such accepted the funds for the purchase. Mr. [redacted] will also see the airlines name in the transaction information of his credit card statement. As Dynamic Airways is the merchant of record, they are also the party to set policy regarding their tickets. As travel is scheduled for October, it is possible for another schedule change to occur. 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, Marlon D [redacted] Tier 3 Customer Service
July 26, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Mr [redacted] is inquiring about a Best Price Guarantee offer Our records indicate on July 10, the customer accessed Expedia.com to book a hotel reservation at the [redacted] in Baltimore, Maryland arriving on July 16, and checking out July 17, The customer contacted Expedia on July 13, asking for a refund due to our Best Price Guarantee and was told we would be unable to agree to his request because he had not followed the procedure of submitting a request form online within hours for review At your request, we have reviewed Mr [redacted] case again; however we are still unable to provide a refund for his reservation This request does not meet the terms and conditions set forth in our Best Price Guarantee Under the Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking The price match request must be submitted online within hours of the original bookingThe lower priced itinerary needs to meet specific requirements to qualifyThe following link to the Expedia Best Price Guarantee Terms and Conditions are provided on the website and can be accessed through the following link, for the customer’s review: [redacted] 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
June 8, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting a refundOn May 20, 2016, we received the receipt of the Revdex.com complaint Our records reflect on March 27, 2016, the customer self-booked a package reservation for [redacted] and [redacted] , using Expedia.comTravel was on United Airlines, departing May 13, 2016, from Los Angeles, California to Cancun, Mexico; returning on May 17, 2016, from Cancun, Mexico to Los Angeles, CaliforniaThe hotel was at the Grand Oasis Sens-Adults Only-All Inclusive, chedate May 13, 2016, check-out date May 17, The customer is stating once arrived at the hotel had several complaints due to bugs and cleanness of the hotel Upon further researching this matter, we can confirm on May 14, 2016, the customer contacted Expedia, advising the hotel and room is not clean and there were bugs in the hotel Our agent contacted the hotel, who advised there was no complaint found from the customerThe hotel advised Expedia we would need to speak to the main office, however the office was closedOur agent advised the customer, Expedia would need to contact the main office once they were open and would contact the customer back On June 8, 2016, Expedia contacted the hotel on the customer’s behalf; they advised that they found no complaint from the customer during their stayThe hotel advised that the customer did stay at the hotelThe hotel will not authorize the refund for the hotel booking 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 ticket purchasedWe sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernHowever, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customersWe 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 policiesThe customers do have the capability to view hotels reviews online before purchasing the reservation We hope the customer understands, Expedia must adhere to the vendor’s policyWe cannot honor the request for the refund 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
November 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 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 a hotel reservationOur records indicate on July 16, 2015, the customer booked a package reservation which included a flight and hotel reservationAccommodations were at the [redacted] All Inclusive from August 16, 2015, to August 23, We understand from the complaint, the customer is requesting a refund due to a hotel creditExpedia strives to provide the highest level of customer service, and we are sorry for the customer’s recent experienceWe regret that the service received was less than satisfactoryAt this time, we are requesting [redacted] submit the receipts regarding the additional charges incurredThe customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist furtherWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
October 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service %
January 10, 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 Case number [redacted] ) regarding a hotel reservationOur records indicate on January 5, 2017, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations are at the W Mexico City from January 18, 2017, to January 22, We understand from the complaint, the customer is requesting a refund due to additional charges incurred for additional guestsWe firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase pathWe provide our users ample time to review the full details of the itinerary before completing the purchaseExpedia was able to capture the customer’s individual step by step booking process and prior to the customer submitting their credit card information the amount of guests was booked for adultPlease 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 you understand that we must adhere to the policies and pricing dictated by the hotelOn January 5, 2017, the customer contacted Expedia claiming that there had been an error with the amount of guests on his reservationThe assisting representative was able to review the step-by-step process of the customer’s reservationExpedia contacted the hotel directly on behalf of the customer and the hotel approved to waive penalty fees for the changes as per the hotel’s terms and conditions which were agreed to by the customer at the time of bookingHowever, the customer was charged for additional guests which were not included on the original reservation and the customer agreed to the additional charges at that timeWe 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
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] When I called customer service regarding Best Price Guarantee, I spoke with Zena at 9:30am on Thursday 3/10/ She told me to screen shot the deals I found and send them through the Best Price Guarantee module of your website That is exactly what I did I do not see anywhere that I needed to go through the booking process up to payment in order to submit Guarantees I do not clearly see any specifics on the information to be submitted by me I still would like to know why none of the requests I submitted were responded to until I contacted Revdex.com And I would like to know how many best price guarantees are submitted and honored every year
July 12, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request Our records reflect on May 1, Mr [redacted] accessed Expedia.com online and booked a stay at the Bear River Casino Hotel in Loleta, California, Itinerary # [redacted] , to check in June 28, and checking out June 29, The terms of the booking, agreed to at the time the reservation was created were: Cancellation and Change Policy: Refundable Cancellations or changes made after 1:PM local hotel time, Monday, June 27, 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 While we are happy to hear the customer won a free night’s stay during his stay at the Bear River Casino, the reservation was already non-refundable after June 27, 2016, per the terms of the itinerary The free night would need to be provided directly by the hotel on another date Per the terms of Mr [redacted] ’s itinerary, Expedia will not be able to provide a refund for this 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, Roseanne G [redacted] Tier Customer Service
Tell us why here...March 6, Revdex.comExpedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Mrs [redacted] did not accept our response and/or resolution offered After further review of Mrs***’s rebuttal and the claim that she would only be charged $102.00, is an issue she will need to speak with the hotel aboutAt no time, did Mrs [redacted] mention anything about being charged $Again, Expedia advocated on her behalf, and the hotel reiterated that they will charge $if cancelled Respectfully, we request that this complaint be closed as answered, as Expedia has not collected any funds from Mrs*** Again, thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, LaToya J [redacted] Corporate Customer Service
July 3, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** 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 his concerns were not addressed adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] * [redacted] (Revdex.com case number [redacted] ) regarding a car rental reservation We understand the customer is stating there were additional costs required by the car rental provider at the time of pithat he was not aware of prior to arriving at the car rental counter On July 3, 2015, we attempted to contact the customer to acknowledge receipt of his Revdex.com complaint but were unable to reach himOur records indicate on June 10, 2015, the customer or an authorized user in the account self-booked a car rental reservation on Expedia.com with [redacted] as the selected provider The car rental reservation was booked as a “pay later” reservation with a different drop-off location than the original pilocation and a base rate quoted by Expedia in the amount of $ Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and are subject to the terms and conditions of those providers In most cases, car rental companies will charge extra for a one-way rental reservation, refueling option, additional insurance coverage, and other counter items that may be requested at the time of pick-up Other fees may include local and state taxes and airport surcharge taxes During the booking we provide the customer with the following rules and restrictions to read through before completing checkout These rules include, but are not limited to, the following: • Additional charges or restrictions may apply for drivers under or over 65.• Charges for refueling, additional drivers, etcare not included in the total price.• Geographical restrictions may apply, even for rental contracts that feature unlimited mileageSome car rental companies do not allow you to take their vehicles across certain domestic or international borders, or may apply an additional charge to do so• Your rental may have mandatory, local insurance requirements that result in additional charges at the time of rental.• The total price includes all mandatory taxes and feesOther Terms and Conditions provided for the customer during the booking period advised:- Insurance: TOPIC-SUPPLIMENTAL LIABILITY INSURANCE-PER DAY- Age Restrictions: AGE 18-YRS- -1- PAYMENT-MAJOR CREDIT CARD REQUIRED-2- PROOF OF FULL COVERAGE INSURANCE-3- AGE FEE-TO 24YRS-PER DAYAGE- 21YRS OR OLDER- Deposit: ALL RENTERS MUST PROVIDE A DEPOSTT OF OR PER CENT OF THE ESTIMAED RENTAL COST#PLUS THE ESTIMATED RENTAL COST AT THE TIME OF RENTAL OF PICKUP.- Collision Damage Waiver: ALL RENTERS MUST PROVIDE A DEPOSTT OF OR PER CENT OF THE ESTIMAED RENTAL COST#PLUS THE ESTIMATED RENTAL COST AT THE TIME OF RENTAL OF PICKUP.- State and Local Taxes: TAXES AND FEES-AIRPORT ACCESS FEE- PCTSALES TAX - PCTGOV SERVICE FEE PCTCUSTOMER FACILITY FEE PER DAYVLRF FEE PER DAY.- Drop-Off Charges: VEHICLES MAY BE DROOPED TO THE FOLLOWING E-Z LOCATIONS- LOS ANGELES AND SAN DIEGO [redacted] A DROP FEE MAY APPLY **- LOCAL RENTERS ARE SUBJECT TO A MILEAGE CAP OF FREE MILES PER DAY AND 0.39/MILE ABOVE THIS AMOUNT TOTALING THE ENTIRE RENTAL PERIOD- Return Fueling: PRE PAID FUEL OPTIONS-THE RENTER MAY PURCHASE THE PRE-PAID FUEL OPTION AT THE RENTAL COUNTER AT THE TIME OF RENTAL.THE PRE-PAID FUEL OPTION IS THE PURCHASE OF A FULL OR HALF TANK.THE RENTER HAS NO OBLIGATION TO REFILL THE TANK UPON RETURN OF THE VEHICLEWhile we understand the customer is requesting a refund for the difference in cost, the original quote was provided as an estimate along with the taxes and fees that would be collected by the car rental agency which may vary from city to city As such, we are unable to provide a refund as requested 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 usSincerely,Millicent F
*Tier Customer Service
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 you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed 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] ***
While I appreciate Expedia's response, having spoken since my last Revdex.com response, to a very sympathetic escalation specialist with Expedia, I was again urged by her to contact the airlines AND the insurerThe Expedia specialist felt that I had a legitimate claim through the travel insurance holder (Aon) AND the airlines! She stated that Expedia doesn't really get to keep any of the profits from my ticket purchases and therefore the airlines would be my best line of defenseMy response was met with silence: "I didn't book with the airlines and the travel insurance company, I booked with EXPEDIA!" This kind and sympathetic representative of EXPEDIA couldn't answer my question, "If there's no responsibility for Expedia and Expedia doesn't get to keep any profits from the Airfare purchased on its website, then why would anyone even use their (sic) 'services'?" This company is taking zero responsibility for the inconvenience resulting in endless hours trying to determine if I'm elibigle for something, plus the misinformation provided to me - if it wasn't so inconvenient, time-wasting and downright tragic - is unconsciounableAt this point, it is no longer a point of contention about the 'rules' of changing a departure city, but instead the ongoing misinformation provided by a company who is doing business dand day-out without any responsibility for what representatives of Expedia are telling THEIR customersBased on this ongoing MASSIVE confusion and increasingly appalling waste of my time and continued MISINFORMATION and with the unprofessional 'runaround' by Expedia, at the very least, I should be eligible for some considerationWhile this company - Expedia - may say they serve the needs of some, it most certainly has continued to be a nightmare for meI am due something from ExpediaExpedia must take a responsible role in the misinformation THEIR representatives are dishing out to me, the customerComplaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: They are looking at two different bookings, this is ridiculous I just want my flight to be good in two weeks Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I did indeed receive the coupon, but only after making multiple calls and involving the Revdex.comThis is not the first time it happenedIt is actually every timeI have several BRG coupons still pending, and I am almost positive that Expedia will not issue these coupons automaticallyIn fact, I've already tried to get them issued with their Tier support, but they already refusedI will probably resort back to the Revdex.com method! And by the way, this is happening to an Expedia Elite member (I spend close to $10,every year)Imagine what they would do to a regular memberIt's time that these Expedia's practices are published.Sincerely, [redacted]
January 12, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] * [redacted] (Revdex.com case number [redacted] ) regarding flights, a car, flight insurance, and car insurance We understand [redacted] * [redacted] is asking for a refund for $Our records show the purchase made on August 3, 2017, using the Expedia.com website, was for roundtrip flights with Hawaiian Airlines from Seattle to Maui on November 25, 2017, returning December 1, 2017, and limited flight insurance with AON, for passengers [redacted] and [redacted] , as well as a midsize SUV with Thrifty for six days for pickup on November 25, 2017, and limited car rental insurance with AON for [redacted] The total cost of all four items was $1685.60.On August 7, [redacted] contacted us and inquired on changing only her flight ticket, to depart November 24, 2017, instead of November 25, Our agent reiterated the flight fare rules which had previously been provided at the time of purchase and acceptedThey include:• Prior to departure voluntary changes could be made for a change fee of $200.00, plus any difference in fare, per ticket; or, the tickets could be canceled and refunded for a fee of $per ticket.• After departure the ticket, or any b***ce of the ticket would be nonrefundable; changes may be made at a cost of $per ticket plus any fare difference, with limitations on the routing, flights, travel dates and class types which may be provided for changed travel.On August 7, [redacted] chose not to exchange her ticket; however, the same day the customer or an authorized user accessed the itinerary online from [redacted] ’s Expedia.com account, and completed the cancelation of the midsize SUV and the car rental insuranceA full refund of the items was processed back to the original form of payment in the amount of $344.80.On August 7, a new itinerary was purchased through the Expedia.com website including a Premium SUV with Budget and limited car rental insurance with AON for six days, with pickup on November 25, 2017, at a total cost of $ 544.54, for [redacted] On November 20, [redacted] contacted us by phone to inquire about exchanging only the ticket for [redacted] Our notes indicate the request was a change from a roundtrip ticket to a return only ticket, to travel from Maui to Seattle, on November 29, At that time the fare rules were discussed againThe only charge made for the exchange was for the $change feeThe limited flight insurance with AON which covered for the Hawaiian Airlines flights for [redacted] and [redacted] required that any costs for exchanges be paid directly by the purchaserClaims may then be submitted to AON to be considered for reimbursementThis information was provided and accepted at the time the insurance was purchasedThe information in regards to what may be covered and how to submit a claim are still available from the itinerary onlineIn addition, the customers had ten days from the date of purchase to review the terms of the insurance and were able to cancel for a refund until August 13, 2017.Expedia.com is unable to pay for voluntary exchange fees, even when our customers are certain that AON will approve their claimsWe are unable to submit requests for Expedia.com to be reimbursed costs paid by Expedia.com, under the insurances which are purchased by our customers.On November 25, 2017, we received a call advising the ticket which had been exchanged for [redacted] , should have retained the same outbound travel date of November 25, 2017, matching the ticket for [redacted] , and [redacted] should’ve only had the different return date of November 29, [redacted] had been escalated to a supervisor who correctly documented the call and was taking action to resolve the situationAt that time Mrs [redacted] disconnected the callOur agent tried to call her back but there was no answerThe timing of the call indicates that it was just prior to boarding time of the flightThe onus of action was for Mrs [redacted] to contact us back if she still needed assistance, once she was able to discuss the matterWe have agents available to assist hours per day, seven days per weekHowever we didn’t hear back from anyone and had not been advised that a new ticket had been purchased.To consider any refund or compensation for the ticket purchased for [redacted] to fly one-way from Seattle to Maui on November 25, 2017, on Hawaiian Airlines flight number 29, we would need a copy of the receipt provided showing the flight detail mentioned, as well as the purchase date of November 25, If the receipt doesn’t have all of the details, we still encourage [redacted] * [redacted] to provide it, and we will try to verify it with our airline partnerIn regards Budget advising [redacted] that Budget wasn’t aware of rental car insurance coverage, we regret any inconvenienceThe limited car rental insurance purchased by our customers is provided to our customers who purchase the insurance, or authorized users who have access to the itinerary or to call in on the accountSimilar to other insurances, proof of coverage must be provided at the time the vehicle is picked upIt’s also important to note regarding car rental companies that they offer multiple types of insuranceThey may have similar coverage for the rental carEven when they are provided proper proof of coverage, they may still offer their coverage which is not identicalThey will highlight the portions of the insurance which are different, and they feel may be an asset to the buyerIn addition, some of the insurance coverages offered by the car rental company may be completely different from the rental car coverage offered on Expedia.com, and some insurance coverages may be required in order to drive in the localities in which the vehicle is being provided.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 usSincerely,Denise [redacted] Corporate Customer Service