The complaint was not due to my dissatisfaction, it was due to the fact of they advertised one thing in regard to a star hotel, with no mention, that the hotel did not provide air condition and the rooms were more like a or star hotelThey were appalling Also it was their complete lack of regard and constantly ignoring up for help on the situation for hours straight, through their customer serviceWe were ignored and given the run around for hours, and they never followed up with not one call, as we sat stranded in Rome Italy Their response is completely rejected and I believe they should be fined or red flagged If you go on Trip Advisor or Yelp, you will see over and over the multiple complaints regarding their customer serviceIt is unfair for a business to operate as such in the United StatesThey have no regard for the customer Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
December 7, 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 request to change or cancel a flight Our records reflect on December 3, the customer accessed Expedia.com and self-booked an Expedia Bargain Fare round trip flight departing Boston, MA on Autust 22, for Seattle, WA and returning August 29, The customer contacted Expedia asking to change the flight dates or cancel it for a refund Expedia agents provided the details that the fare rules for this type of flight do not allow us to make any changes to the ticket once it is purchased EBF flights are specially-discounted fares negotiated directly with the airlinesAirlines make these low fares available conditioned on the fact that they are non-changeable, non-cancellable, and non-refundableThe rules and regulations associated with the EBF fare were fully disclosed and displayed to the customer during the checkout path on our website, which included the following on the final payment and booking screen: · Expedia Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Expedia customersOnce you complete your purchase the airline and exact flight details will be revealed in your itinerary · Tickets are nonrefundable, nontransferable and cannot be canceled or changed · Flights do not qualify for upgrades and are ineligible for frequent flyer miles Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs an intermediary, Expedia is not subject to Department of Transportation’s 24-hour refund ruleDelta Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand we must adhere to the policies dictated by the airline Based on the above, we cannot offer any other options or compensation related to your bookingWe thank you for allowing us the opportunity to address the issues that have been brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
October 6, Revdex.com E.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 [redacted] did not accept our response and/or resolution offeredIn regards to the lower price you would need to visit our website www.Expedia.com to submit the Best Price Guarantee claim; also if you would like to change the dates of your package reservation you would need to contact our customer service department 1-800-EXPEDIA as this cannot be done through Revdex.com channel 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 usSincerely, Kiki R [redacted] Corporate Customer Service
July 27, 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 he did not accept our responseExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationI have personally contacted the airline directly and they have confirmed that if a customer agrees to a purchase with the correct price shown, and then the price changes, the airline would not refundThe agent explained this works just as if the price of the ticket would increase, they would not ask the customer to pay a higher amountSince Expedia follows the airlines fare rules, we also could not refund any amount to the customerMr [redacted] saw the price; he agreed to the price, there is no amount that would be refundedAs stated previously, the information on the itinerary is general information for an airlineThe fact that Mr [redacted] mentions he sees a cancel fee does not mean his ticket is refundableIt is completely up to the customer to agree or decline a price shownThat being said, we have further researched Mr [redacted] complaint, and after giving the matter our full consideration we are unable to honor Mr [redacted] requestExpedia is unable to issue a refund of any amount for a reservation which is non-refundableWe 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, [redacted] A [redacted] Tier Customer Service
April 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Ms [redacted] sent a copy of the email that we requestedThe email stated that her ticket was not confirmed at the time but, we were confirming with the airlineThe email stated that we would update the online itinerary within 24-hoursWe updated the itinerary and confirmed the flight shortly thereafterThe email did not mention that the payment had not go through as the customer may have assumed nor was the credit card declined While we understand Ms***’s concerns, we do not see any error by Expedia and as a result, we are unable to honor her 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
RevDex.com E.com - Alaska, Oregon & Western Washington Complaint Department 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 is responding to the consumer complaint from [redacted] (BBB 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 reply. At this time, we respectfully request additional time from the BBB as further research is needed for this case. We will submit our final reply via the BBB's website. Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Tier 3 Customer Service
Complaint: [redacted] I am rejecting this response because: I feel I have been wronged. I repeatedly asked the Expedia Sales Agent about my cancellation and she repeatedly informe me I would have no problem changing my reservation. I specifically asked her at the end of our conversation: Ok, I have 24 hours to make any changes correct? and she said yes. I asked over and over because I knew I needed to consult with my daughter about the dates, not my husband as they stated, there is no husband. When I called the agent it was to make sure I could change the dates, since I KNEW I had to ask my daughter ( she was moving to the UK) for the correct dates that would suit her. They have the conversation and they are now telling me they do not??? As for the email confirmation they are talking about, if it had the non_cancellation policy in there, then that was already incorrect because that was not what I was told over the phone by their sales person. They also do not mention they messed up the flight cancellations also, they say nothing about that. This was all completely UNFAIR, and they need to correct it, it is the right thing to do, their sales person messed up and misinformed me. [redacted] Sincerely, [redacted]
October 12, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand [redacted] is requesting a refundOn October 7, 2016, we received receipt of the Revdex.com complaint Our records reflect on June 21, 2016, the customer self-booked a package reservation for [redacted] and [redacted] Travel was on [redacted] Airlines, departing September 3, 2016, from Newark, New Jersey to Dublin, Ireland with [redacted] Airlines; returning on September 8, 2016, from Dublin, Ireland to Newark, New with [redacted] AirlinesThe package includes a hotel stay at the Sanymount HotelThe package includes the Vacation WaiverThe customer is stating while on their trip [redacted] Airlines lost the customer luggageThe customer is stating that the airline has not refunded the customer for the luggage Upon further researching this matter, we have no record the customer contacted Expedia regarding this issue On October 12, 2016, Expedia contacted [redacted] Airlines on the customer’s behalf; they advised if the customer has already submitted a claim with themThe customer would need to contact [redacted] directly for the status of the claimThe customer can submit a refund request via the airline website; the customer must add all the documentation regarding the claim We 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 customers Expedia 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 Sincerely, Delia K [redacted] Tier Customer Service
October 25, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 attentionHotwire 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 complaint # [redacted] ) regarding the customer service issues Our records show on October 13, 2016, Ms [redacted] self-booked a hotel reservation for five rooms via booking number [redacted] , with a chedate as October 27, for a total of $1,We understand from Ms***’s complaint, it was not clearly indicated that she could not modify the reservation and after trying to contact customer support she has not been able to reach anyoneThe customer is requesting the ability to modify the reservation Upon researching the customer’s complaint, we can confirm via the actual booking path Ms [redacted] was given the hotel’s cancelation policy that stated the reservation was non-refundableThe customer proceeded to the trip summary page where it again stated if reservation were to be changed, no payment would be refunded plus a link to review the hotel’s change and cancelation policy was provided before payment could be made Expedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provide selection details and the room type cancelation policy on several pages as well as the terms and conditions of each rate we offerBased on the information provided above, we are unable to honor Ms***’s change 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, Angel A [redacted] Tier Customer Service
November 29, 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 November 17, Mr [redacted] booked a roundtrip flight from Minot, North Dakota to Houston, Texas departing November 22, 2016, and returning on November 25, Mr [redacted] also purchased travel insurance We understand from Mr [redacted] ’s complaint that he needed to change his outbound flight to November 21, 2016, due to a car accidentAccording to his complaint, Mr [redacted] he contacted Expedia to change his flightHe paid the $rebooking fee with the understanding that he would receive a $refund because of the insurance Mr [redacted] says that he was later told that he would not receive a refund for the $rebooking feeHe is requesting that we now process the refund Upon our research of Mr [redacted] ’s complaint, we discovered that on November 27, 2016, a refund of $was processed to the original form of paymentRefunds like this usually take between 3-business days to post 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
Complaint: [redacted] I am rejecting this response because: I have attached what was explained on expedia websiteI was allowed TWO baggages leaving my HOME (Canada) to go on vacation to a foreign countrySince I was with in my appropriate allowance It was unnecessary for me to call the airline to get if there were any extra feesIt makes perfect sense that I would be returning with the same baggages allowanceHowever if I were leaving with ONE baggage and returing with TWO I would have contacted the airlineI believe that Expedia should have specified that allowance of each flight if such changes occur or at least warn their consumerThis was misleading and very stressful experience Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Expedia needs to hire qualified people who can understand what the customer is sayingI will repeat it again what I wrote in my original complaint: I had to change the flight because of Expedia's failure to resolve the issue promptly in Feb 2015, when I received the schedule change notifications and called Expedia multiple times and was assured that everything is OKHad a corrective action been taken, none of these would have happened Furthermore, I have been an Expedia customer for a long time and I wrote them about this issue initially but they NEVER respondedThis is what a shady business does Sincerely, [redacted] ***
June 1, Revdex.com Alaska, Oregon, & Western Washington 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 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 from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting compensationOn May 28, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 11, 2017, the customer self-booked a pay later reservation at the Furnished Suites in South Loop Chicago with a chedate June 2, 2017, and with a check-out date of June 5, 2017, via itinerary number [redacted] The customer is stating that the reservation was canceled; however Expedia did not notify the customerThe customer is stating that Expedia rebooked the customer; however Expedia did not book the correct number of rooms Upon further researching this matter, we can confirm on May 26, 2017, the customer contacted Expedia advising that the hotel had processed the refund for the reservationThe customer advised that the hotel advised them that the reservation requires a night stayExpedia offered to book the customer another hotel, the customer agreed Expedia assisted the customer book at the Inn of Chicago with a chedate June 2, 2017, and with a check-out date of June 5, 2017, via itinerary number [redacted] In reviewing the account the original reservation for the Furnished Suites the original room type was an apartment with bedrooms and the reservation for the Inn of Chicago the room type was a traditional double beds On May 26, 2017, Expedia process a refund in the amount of $and on May 30, in the amount of $2,back to the original form of paymentThe time it takes for the refund such as this to appear on the card depends upon the time it takes the credit card company to process refunds, typically 3-business days Expedia found no current hotel reservations for the customer and request that the customer submit a receipt for the new hotel that was bookedThe customer can submit the information via the Revdex.com link We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
April 19, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a refundUpon receipt of the Revdex.com submission, we have verified that it appears this issue was previously resolvedOn October 25, 2016, Expedia processed two refunds; one in the amount of $which reflects the $exchange fee (which had been charged to the customer) and the other in the amount of $216.00, which reflects the remaining balance of the exchanged ticketBoth were processed back to the customer’s original form of payment ( Visa ending XXXX -5212)The time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refundsHowever, If the customer’s issue is still unresolved, he may kindly respond and Expedia will be able to assist furtherIn addition, Expedia apologizes for the dissatisfaction that the customer experienced with our serviceComments like his help us improve agent training and the quality of service we provideWe 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
January 27, 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 We understand the customer is requesting cancellation and refund of a vacation packageOn January 27, we contacted the customer to acknowledge receipt of their Revdex.com Our records indicate on January 6, the customer accessed Expeida.com and booked itinerary [redacted] with round trip flights from [redacted] , [redacted] to [redacted] ***, [redacted] leaving February 14, and returning February 18, The itinerary includes a stay at [redacted] Marien - All Inclusive resorts with corresponding dates The customer is requesting cancellation and a full refund due to health concerns, regarding her pregnancy and the Sika Virus On January 27, we spoke with American Airlines to ask their policy on cancellations and refunds due to health concerns They have provided the information that at this time The [redacted] is not considered a Sika Virus affected country, so cancellation with full refund is not currently provided for this destination They have advised that the $per ticket penalty would be in effect, if the customer chooses to cancel or reschedule However, they do have a review department where the customer can submit proof of pregnancy, and doctors’ orders to avoid travel, and they will consider each case submitted on an individual basis The customer can submit their request online to Prefunds.AA.Com with all information and American Airlines will consider their request Expedia.com serves as a third party 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 At this time, no cancellation or refund for any part of the customer’s itinerary has been processed If the customer does wish for Expedia to cancel or reschedule their itinerary they should contact us at 1-800-EXPEDIA (1-800-397-3342)Our agents are available hours a day, seven days a week We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear Ms [redacted] did not accept our response and/or resolution offered The account was created on November 11, 2016, and it has been deactivated We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because while on the phone with a representative I was able to look online for consecutive days that the price was what I submitted the next day I then sent another snap shot of the same exact flight with the same exact price difference I was again told that flight was bit available but his could that be if I was looking right at it as I'm explaining to the customer service rep? I have proof of the snap shop the day I submitted the claim and the following days which proved that the price difference was there avail for me to purchaseI would like Expedia corpTo review my emails again and further resolve this unfair practice of showing one price online and another while in the phone with customer service representativesSincerely, [redacted] ***
November 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 you Expedia is responding to the consumer complaint for Mrs [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on March 19, 2015, Mrs [redacted] self-booked a flight reservation for two travelers using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Detroit, MI to San Juan, Puerto Rico, departing on September 13, 2015, and returning on September 20, We understand Mrs [redacted] is requesting compensation for the inconvenience caused by the airline initiated schedule changes affecting her itinerary We have verified that on March 22, 2015, [redacted] changed the departure time of Mrs [redacted] outbound flight from 9:AM to 6:AMUpon receipt of this schedule change, Expedia sent an e-mail to the e-mail address associated with the booking, notifying Mrs [redacted] of the change From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when, or how often, airline initiated schedule changes occurWe cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airlines can make changes to flightsThese changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell Expedia why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues While we regret Mrs [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, as it is the travelers’ responsibility to verify their flight details with the airline within 48-hours of travel, and arrive and chefor their flight in an adequate amount of time prior to their scheduled departure, Expedia is unable to honor the customer’s request for compensation 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]
June 23, Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-***Itinerary# [redacted] *** Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to addressthe comments and concerns which have been brought to our attention Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia, Incisresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted] )regarding a refund request Weunderstand Mr [redacted] is requesting a refund of additional charges levied by theairlines for his infant daughterOn June 23, we contacted the customerto acknowledge receipt of their Revdex.com complaint.`Our records indicateon April 3, the customer accessed Expedia.com and made a packagereservation for flights and resort reservations departing from Kansas City,Missouri on May 15, 2015, staying at the [redacted] ***in Puerto Aventuras, Cancun and returning on May 16, to Kansas City,Missouri Mr [redacted] is reportingthat while his itinerary charges show all taxes and fees were included, hisinfant daughter, who was listed on the itinerary and was to fly free in aparents lap, was charged an additional $at the airport for taxes andfees Expedia made several attempts toadvocate with [redacted] on the customer’s behalf, but they have not agreed torefund the additional cost Expedia regrets anyinconvenience this issue has caused our valued customer As a goodwill gesture, on June 23, 2015Expedia has processed a refund of $back to the customer’s original formof payment The time it takes for thiscredit to be available in his account depends upon how quickly his bankprocesses refunds We thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] ***Tier CustomerService
November 2, 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 Ms [redacted] (Revdex.com case number [redacted] ) regarding a request or use of a past flight credit Our records reflect on March Ms [redacted] booked Itinerary # [redacted] for two round trip flights from Jacksonville , FL to New York, NY on Delta Airlines departing June 7, and returning June 11, On May 3, Ms [redacted] contacted Expedia by email asking the following: “Is there anyway to purchase travel insurance or cancel tickets I purchased without penalty?” On May 4, Expedia responded by email with the following information · “Thank you for contacting us about purchasing a travel insurance and cancelling your reservation without penalty for your flight reservation with Delta Airlines Insurance must be purchased during the booking process and cannot be added after purchase, except for the car rental Meanwhile, we checked our records and found out that your flight reservation is no longer qualified for a courtesy cancellation wherein you will not be penalized In addition, the rules and restrictions that Delta Airlines has associated with your ticket indicate that no refunds are permitted, and the value of this ticket cannot be used for a future flightIf I continue, you will lose the value of this ticket.” Ms [redacted] has contacted Expedia several times since asking that we refund her for the unused ticket Expedia has explained that Delta Airlines is the merchant of record who billed the customer and as a booking intermediary; Expedia has no ability to change the airlines rules that were in effect for the tickets purchased The customer has been told that the tickets are a lost value as they were non-refundable and non-changeable when purchased Any credit for unused flights, when there is a retained credit, is held by the airlines In this case, the flight’s Ms [redacted] booked did not allow for any change or cancellation so Delta has stated there is no residual credit to apply to a new booking Expedia regrets that we are not able to provide the refund or flight credit the customer is requesting, but we did make clear the fare rules of her flights, in our May 4, correspondence, while she still had time to use the tickets 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
The complaint was not due to my dissatisfaction, it was due to the fact of they advertised one thing in regard to a star hotel, with no mention, that the hotel did not provide air condition and the rooms were more like a or star hotelThey were appalling Also it was their complete lack of regard and constantly ignoring up for help on the situation for hours straight, through their customer serviceWe were ignored and given the run around for hours, and they never followed up with not one call, as we sat stranded in Rome Italy Their response is completely rejected and I believe they should be fined or red flagged If you go on Trip Advisor or Yelp, you will see over and over the multiple complaints regarding their customer serviceIt is unfair for a business to operate as such in the United StatesThey have no regard for the customer Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
December 7, 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 request to change or cancel a flight Our records reflect on December 3, the customer accessed Expedia.com and self-booked an Expedia Bargain Fare round trip flight departing Boston, MA on Autust 22, for Seattle, WA and returning August 29, The customer contacted Expedia asking to change the flight dates or cancel it for a refund Expedia agents provided the details that the fare rules for this type of flight do not allow us to make any changes to the ticket once it is purchased EBF flights are specially-discounted fares negotiated directly with the airlinesAirlines make these low fares available conditioned on the fact that they are non-changeable, non-cancellable, and non-refundableThe rules and regulations associated with the EBF fare were fully disclosed and displayed to the customer during the checkout path on our website, which included the following on the final payment and booking screen: · Expedia Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Expedia customersOnce you complete your purchase the airline and exact flight details will be revealed in your itinerary · Tickets are nonrefundable, nontransferable and cannot be canceled or changed · Flights do not qualify for upgrades and are ineligible for frequent flyer miles Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs an intermediary, Expedia is not subject to Department of Transportation’s 24-hour refund ruleDelta Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand we must adhere to the policies dictated by the airline Based on the above, we cannot offer any other options or compensation related to your bookingWe thank you for allowing us the opportunity to address the issues that have been brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
October 6, Revdex.com E.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 [redacted] did not accept our response and/or resolution offeredIn regards to the lower price you would need to visit our website www.Expedia.com to submit the Best Price Guarantee claim; also if you would like to change the dates of your package reservation you would need to contact our customer service department 1-800-EXPEDIA as this cannot be done through Revdex.com channel 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 usSincerely, Kiki R [redacted] Corporate Customer Service
July 27, 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 he did not accept our responseExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationI have personally contacted the airline directly and they have confirmed that if a customer agrees to a purchase with the correct price shown, and then the price changes, the airline would not refundThe agent explained this works just as if the price of the ticket would increase, they would not ask the customer to pay a higher amountSince Expedia follows the airlines fare rules, we also could not refund any amount to the customerMr [redacted] saw the price; he agreed to the price, there is no amount that would be refundedAs stated previously, the information on the itinerary is general information for an airlineThe fact that Mr [redacted] mentions he sees a cancel fee does not mean his ticket is refundableIt is completely up to the customer to agree or decline a price shownThat being said, we have further researched Mr [redacted] complaint, and after giving the matter our full consideration we are unable to honor Mr [redacted] requestExpedia is unable to issue a refund of any amount for a reservation which is non-refundableWe 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, [redacted] A [redacted] Tier Customer Service
April 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Ms [redacted] sent a copy of the email that we requestedThe email stated that her ticket was not confirmed at the time but, we were confirming with the airlineThe email stated that we would update the online itinerary within 24-hoursWe updated the itinerary and confirmed the flight shortly thereafterThe email did not mention that the payment had not go through as the customer may have assumed nor was the credit card declined While we understand Ms***’s concerns, we do not see any error by Expedia and as a result, we are unable to honor her 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
RevDex.com E.com - Alaska, Oregon & Western Washington Complaint Department 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 is responding to the consumer complaint from [redacted] (BBB 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 reply. At this time, we respectfully request additional time from the BBB as further research is needed for this case. We will submit our final reply via the BBB's website. Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Tier 3 Customer Service
Complaint: [redacted] I am rejecting this response because: I feel I have been wronged. I repeatedly asked the Expedia Sales Agent about my cancellation and she repeatedly informe me I would have no problem changing my reservation. I specifically asked her at the end of our conversation: Ok, I have 24 hours to make any changes correct? and she said yes. I asked over and over because I knew I needed to consult with my daughter about the dates, not my husband as they stated, there is no husband. When I called the agent it was to make sure I could change the dates, since I KNEW I had to ask my daughter ( she was moving to the UK) for the correct dates that would suit her. They have the conversation and they are now telling me they do not??? As for the email confirmation they are talking about, if it had the non_cancellation policy in there, then that was already incorrect because that was not what I was told over the phone by their sales person. They also do not mention they messed up the flight cancellations also, they say nothing about that. This was all completely UNFAIR, and they need to correct it, it is the right thing to do, their sales person messed up and misinformed me. [redacted] Sincerely, [redacted]
October 12, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand [redacted] is requesting a refundOn October 7, 2016, we received receipt of the Revdex.com complaint Our records reflect on June 21, 2016, the customer self-booked a package reservation for [redacted] and [redacted] Travel was on [redacted] Airlines, departing September 3, 2016, from Newark, New Jersey to Dublin, Ireland with [redacted] Airlines; returning on September 8, 2016, from Dublin, Ireland to Newark, New with [redacted] AirlinesThe package includes a hotel stay at the Sanymount HotelThe package includes the Vacation WaiverThe customer is stating while on their trip [redacted] Airlines lost the customer luggageThe customer is stating that the airline has not refunded the customer for the luggage Upon further researching this matter, we have no record the customer contacted Expedia regarding this issue On October 12, 2016, Expedia contacted [redacted] Airlines on the customer’s behalf; they advised if the customer has already submitted a claim with themThe customer would need to contact [redacted] directly for the status of the claimThe customer can submit a refund request via the airline website; the customer must add all the documentation regarding the claim We 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 customers Expedia 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 Sincerely, Delia K [redacted] Tier Customer Service
October 25, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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 attentionHotwire 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 complaint # [redacted] ) regarding the customer service issues Our records show on October 13, 2016, Ms [redacted] self-booked a hotel reservation for five rooms via booking number [redacted] , with a chedate as October 27, for a total of $1,We understand from Ms***’s complaint, it was not clearly indicated that she could not modify the reservation and after trying to contact customer support she has not been able to reach anyoneThe customer is requesting the ability to modify the reservation Upon researching the customer’s complaint, we can confirm via the actual booking path Ms [redacted] was given the hotel’s cancelation policy that stated the reservation was non-refundableThe customer proceeded to the trip summary page where it again stated if reservation were to be changed, no payment would be refunded plus a link to review the hotel’s change and cancelation policy was provided before payment could be made Expedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provide selection details and the room type cancelation policy on several pages as well as the terms and conditions of each rate we offerBased on the information provided above, we are unable to honor Ms***’s change 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, Angel A [redacted] Tier Customer Service
November 29, 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 November 17, Mr [redacted] booked a roundtrip flight from Minot, North Dakota to Houston, Texas departing November 22, 2016, and returning on November 25, Mr [redacted] also purchased travel insurance We understand from Mr [redacted] ’s complaint that he needed to change his outbound flight to November 21, 2016, due to a car accidentAccording to his complaint, Mr [redacted] he contacted Expedia to change his flightHe paid the $rebooking fee with the understanding that he would receive a $refund because of the insurance Mr [redacted] says that he was later told that he would not receive a refund for the $rebooking feeHe is requesting that we now process the refund Upon our research of Mr [redacted] ’s complaint, we discovered that on November 27, 2016, a refund of $was processed to the original form of paymentRefunds like this usually take between 3-business days to post 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
Complaint: [redacted] I am rejecting this response because: I have attached what was explained on expedia websiteI was allowed TWO baggages leaving my HOME (Canada) to go on vacation to a foreign countrySince I was with in my appropriate allowance It was unnecessary for me to call the airline to get if there were any extra feesIt makes perfect sense that I would be returning with the same baggages allowanceHowever if I were leaving with ONE baggage and returing with TWO I would have contacted the airlineI believe that Expedia should have specified that allowance of each flight if such changes occur or at least warn their consumerThis was misleading and very stressful experience Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Expedia needs to hire qualified people who can understand what the customer is sayingI will repeat it again what I wrote in my original complaint: I had to change the flight because of Expedia's failure to resolve the issue promptly in Feb 2015, when I received the schedule change notifications and called Expedia multiple times and was assured that everything is OKHad a corrective action been taken, none of these would have happened Furthermore, I have been an Expedia customer for a long time and I wrote them about this issue initially but they NEVER respondedThis is what a shady business does Sincerely, [redacted] ***
June 1, Revdex.com Alaska, Oregon, & Western Washington 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 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 from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is requesting compensationOn May 28, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 11, 2017, the customer self-booked a pay later reservation at the Furnished Suites in South Loop Chicago with a chedate June 2, 2017, and with a check-out date of June 5, 2017, via itinerary number [redacted] The customer is stating that the reservation was canceled; however Expedia did not notify the customerThe customer is stating that Expedia rebooked the customer; however Expedia did not book the correct number of rooms Upon further researching this matter, we can confirm on May 26, 2017, the customer contacted Expedia advising that the hotel had processed the refund for the reservationThe customer advised that the hotel advised them that the reservation requires a night stayExpedia offered to book the customer another hotel, the customer agreed Expedia assisted the customer book at the Inn of Chicago with a chedate June 2, 2017, and with a check-out date of June 5, 2017, via itinerary number [redacted] In reviewing the account the original reservation for the Furnished Suites the original room type was an apartment with bedrooms and the reservation for the Inn of Chicago the room type was a traditional double beds On May 26, 2017, Expedia process a refund in the amount of $and on May 30, in the amount of $2,back to the original form of paymentThe time it takes for the refund such as this to appear on the card depends upon the time it takes the credit card company to process refunds, typically 3-business days Expedia found no current hotel reservations for the customer and request that the customer submit a receipt for the new hotel that was bookedThe customer can submit the information via the Revdex.com link We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
April 19, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a refundUpon receipt of the Revdex.com submission, we have verified that it appears this issue was previously resolvedOn October 25, 2016, Expedia processed two refunds; one in the amount of $which reflects the $exchange fee (which had been charged to the customer) and the other in the amount of $216.00, which reflects the remaining balance of the exchanged ticketBoth were processed back to the customer’s original form of payment ( Visa ending XXXX -5212)The time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refundsHowever, If the customer’s issue is still unresolved, he may kindly respond and Expedia will be able to assist furtherIn addition, Expedia apologizes for the dissatisfaction that the customer experienced with our serviceComments like his help us improve agent training and the quality of service we provideWe 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
January 27, 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 We understand the customer is requesting cancellation and refund of a vacation packageOn January 27, we contacted the customer to acknowledge receipt of their Revdex.com Our records indicate on January 6, the customer accessed Expeida.com and booked itinerary [redacted] with round trip flights from [redacted] , [redacted] to [redacted] ***, [redacted] leaving February 14, and returning February 18, The itinerary includes a stay at [redacted] Marien - All Inclusive resorts with corresponding dates The customer is requesting cancellation and a full refund due to health concerns, regarding her pregnancy and the Sika Virus On January 27, we spoke with American Airlines to ask their policy on cancellations and refunds due to health concerns They have provided the information that at this time The [redacted] is not considered a Sika Virus affected country, so cancellation with full refund is not currently provided for this destination They have advised that the $per ticket penalty would be in effect, if the customer chooses to cancel or reschedule However, they do have a review department where the customer can submit proof of pregnancy, and doctors’ orders to avoid travel, and they will consider each case submitted on an individual basis The customer can submit their request online to Prefunds.AA.Com with all information and American Airlines will consider their request Expedia.com serves as a third party 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 At this time, no cancellation or refund for any part of the customer’s itinerary has been processed If the customer does wish for Expedia to cancel or reschedule their itinerary they should contact us at 1-800-EXPEDIA (1-800-397-3342)Our agents are available hours a day, seven days a week We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear Ms [redacted] did not accept our response and/or resolution offered The account was created on November 11, 2016, and it has been deactivated We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because while on the phone with a representative I was able to look online for consecutive days that the price was what I submitted the next day I then sent another snap shot of the same exact flight with the same exact price difference I was again told that flight was bit available but his could that be if I was looking right at it as I'm explaining to the customer service rep? I have proof of the snap shop the day I submitted the claim and the following days which proved that the price difference was there avail for me to purchaseI would like Expedia corpTo review my emails again and further resolve this unfair practice of showing one price online and another while in the phone with customer service representativesSincerely, [redacted] ***
November 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 you Expedia is responding to the consumer complaint for Mrs [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on March 19, 2015, Mrs [redacted] self-booked a flight reservation for two travelers using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Detroit, MI to San Juan, Puerto Rico, departing on September 13, 2015, and returning on September 20, We understand Mrs [redacted] is requesting compensation for the inconvenience caused by the airline initiated schedule changes affecting her itinerary We have verified that on March 22, 2015, [redacted] changed the departure time of Mrs [redacted] outbound flight from 9:AM to 6:AMUpon receipt of this schedule change, Expedia sent an e-mail to the e-mail address associated with the booking, notifying Mrs [redacted] of the change From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when, or how often, airline initiated schedule changes occurWe cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airlines can make changes to flightsThese changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell Expedia why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues While we regret Mrs [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, as it is the travelers’ responsibility to verify their flight details with the airline within 48-hours of travel, and arrive and chefor their flight in an adequate amount of time prior to their scheduled departure, Expedia is unable to honor the customer’s request for compensation 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]
June 23, Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-***Itinerary# [redacted] *** Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to addressthe comments and concerns which have been brought to our attention Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia, Incisresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted] )regarding a refund request Weunderstand Mr [redacted] is requesting a refund of additional charges levied by theairlines for his infant daughterOn June 23, we contacted the customerto acknowledge receipt of their Revdex.com complaint.`Our records indicateon April 3, the customer accessed Expedia.com and made a packagereservation for flights and resort reservations departing from Kansas City,Missouri on May 15, 2015, staying at the [redacted] ***in Puerto Aventuras, Cancun and returning on May 16, to Kansas City,Missouri Mr [redacted] is reportingthat while his itinerary charges show all taxes and fees were included, hisinfant daughter, who was listed on the itinerary and was to fly free in aparents lap, was charged an additional $at the airport for taxes andfees Expedia made several attempts toadvocate with [redacted] on the customer’s behalf, but they have not agreed torefund the additional cost Expedia regrets anyinconvenience this issue has caused our valued customer As a goodwill gesture, on June 23, 2015Expedia has processed a refund of $back to the customer’s original formof payment The time it takes for thiscredit to be available in his account depends upon how quickly his bankprocesses refunds We thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] ***Tier CustomerService
November 2, 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 Ms [redacted] (Revdex.com case number [redacted] ) regarding a request or use of a past flight credit Our records reflect on March Ms [redacted] booked Itinerary # [redacted] for two round trip flights from Jacksonville , FL to New York, NY on Delta Airlines departing June 7, and returning June 11, On May 3, Ms [redacted] contacted Expedia by email asking the following: “Is there anyway to purchase travel insurance or cancel tickets I purchased without penalty?” On May 4, Expedia responded by email with the following information · “Thank you for contacting us about purchasing a travel insurance and cancelling your reservation without penalty for your flight reservation with Delta Airlines Insurance must be purchased during the booking process and cannot be added after purchase, except for the car rental Meanwhile, we checked our records and found out that your flight reservation is no longer qualified for a courtesy cancellation wherein you will not be penalized In addition, the rules and restrictions that Delta Airlines has associated with your ticket indicate that no refunds are permitted, and the value of this ticket cannot be used for a future flightIf I continue, you will lose the value of this ticket.” Ms [redacted] has contacted Expedia several times since asking that we refund her for the unused ticket Expedia has explained that Delta Airlines is the merchant of record who billed the customer and as a booking intermediary; Expedia has no ability to change the airlines rules that were in effect for the tickets purchased The customer has been told that the tickets are a lost value as they were non-refundable and non-changeable when purchased Any credit for unused flights, when there is a retained credit, is held by the airlines In this case, the flight’s Ms [redacted] booked did not allow for any change or cancellation so Delta has stated there is no residual credit to apply to a new booking Expedia regrets that we are not able to provide the refund or flight credit the customer is requesting, but we did make clear the fare rules of her flights, in our May 4, correspondence, while she still had time to use the tickets 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