February 17, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response We have further researched Ms [redacted] ’s complaint (Revdex.com case number [redacted] ) regarding a cancellation request for flights booked through ExpediaAfter giving the matter our full consideration, we stand by our previous decision and are unable to accede to Ms [redacted] ’s request To address the customer’s assertion that Expedia did not contact Jet Blue to request approval to set aside the terms of the booking, we can verify that on February 1, at approximately 9:a.man agent from our call center contacted Jet Blue agent Julia, badge # [redacted] , and received the answer that Jet Blue has not enacted an exception policy with regards to the current travel situation because “customers with appropriate visas, green cards, and etcare still allowed to board their flights home from Mexico” We do need to make one revision to the previous response letter Further review does show that Jet Blue is not the billing party for this particular booking, which is usually the case for flights, and we apologize for identifying the fare type incorrectly in our earlier response This particular reservation was booked by the customer utilizing our Special Vacation Fare, often referred to as Expedia Bargain FareWe will provide the information on this type of travel and the terms associated with it below Expedia Bargain Fare 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 this EBF fare were fully disclosed and displayed to the customer during the checkout path on our website, including the following information on the booking screen and final payment: · 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 does collect the fare from the customer for this type of booking, however we do forward the fare to the airline immediately after purchase, and we are bound by the terms the airline sets when allowing Expedia to sell these bargain fares to our customers The only time Expedia would have the ability to make any changes, refunds, or issue future flight credits, is if the airline issued an “exception policy “due to an event where they deemed it necessary; such as inclement weather forcing flight cancellations as an example However, if the airline does not implement an exception policy, which they have not done with regards to the current travel issues, then Expedia is not able to offer any changes, refunds, or future credits for an EBF itinerary Further, our Expedia website provides the following information to the customer in our terms and conditions, which are accepted by the customer when they make the decision to complete a travel reservation on our site INTERNATIONAL TRAVEL You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are metExpedia has no special knowledge regarding foreign entry requirements or travel documentsWe urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations Passport and Visa: You must consult the relevant Embassy or Consulate for this informationRequirements may change and you should check for up-to-date information before booking and departureWe accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting throughThis includes all stops made by the aircraft, even if you do not leave the aircraft or airport While we understand she is not requesting a refund, but rather a future flight credit, again, we would only be able to do so if Jet Blue were willing to authorize a change to the terms of the reservation, which they are notRegrettably, based on the above information, we cannot offer any other options or compensation related to Ms [redacted] ’s bookingJet Blue will consider the tickets to be “lost value” if they are not flown as booked We thank you for allowing us the opportunity to re-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 If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service Expedia, Inc
Complaint: [redacted] I am rejecting this response because I am not requesting a refundI am requesting the opportunity to rebook my ticketsI was in touch with Expedia in September, about months before the flight and was told I could rebook the tickets minus a rebooking fee, with certain restrictions such as one leg of the flight must be on a [redacted] flightwhy would I be told this one day, and now the company states there's no record of itHow could I possibly fabricate this? Seeing as Expedia has about $of my money and I have nothing to show for it, I really demand that they honor what was originally stated, where I would be able to rebook my ticketsSncerely, [redacted] Sincerely, [redacted]
August 5, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a car reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe 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
January 10, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] ’s did not accept our response and/or resolution offered After further review of Ms [redacted] ’s complaint Expedia contacted the hotel on January 9, 2018, and advocated once again on her behalf to see if they would allow a refundOur representative was advised that a refund was processed on December 19, 2017, in the amount of $The time it takes to receive said refund will depend on her credit card company or banking institutionWe ask that she please allow at least two billing cycles Please note that Expedia does not have any control of refunds processed via a third partyMs [redacted] can contact the hotel directly going forward regarding her refund 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
June 30, 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 resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case [redacted] ) regarding a flight reservation We understand the customer is stating they were overcharged to exchange the flights On June 24, 2015, we contacted the customer to acknowledge receipt of his Revdex.com complaintOur records indicate on May 2, 2015, [redacted] or an authorized user in the account self-booked a flight reservation for travel beginning on July 13, 2015, for two adults, from Dublin, Ireland to Prague, Czech Republic, with [redacted] , returning from Vienna, Austria on July 20, 2015; travel resumed on July 23, 2015, from Dublin, with a connection in Chicago, IL and Portland, OROn May 24, 2015, the customer contacted us for assistance in exchanging the flights [redacted] advised that her company was sending her to Amsterdam and wanted to depart from John FKennedy Airport in New York, NY We advised that the fare rules provided by the airline would not allow us to exchange the tickets The customer advised the airline offered to refund the unused taxes for the flights We contacted [redacted] and verified this information was not correct and no changes were made to the bookingOn May 24, 2015, a second call was received from the customer whom escalated to our corporate office We provided the customer with information regarding the rules and restrictions for changing the flights as provided by [redacted] We contacted the airline requesting clarification of the tax refund offer, and were advised that as the departure point is US-based, a refund of the unused taxes was not eligible We provided the current pricing to exchange the tickets which included a $penalty per ticket plus a $additional cost for the difference in airfare per ticket for a total due of $1, The customer agreed to the cost and the exchange was processedOn May 29, 2015, the customer contacted us to reconfirm that the flights were exchanged Our representative treated the request as a first-time inquiry and offered to exchange the flights for the cost of $per ticket without any additional fare increase due The agent could not complete the exchange and escalated the call It was at this time that a quote of $per ticket with a lost value of $per ticket was provided for a total charge of $to exchange the flights During this call, our representative placed the caller on hold which resulted in the call disconnectingThe exchange was not processedOn the same day, a second call was received from the customer requesting to exchange the flights for the $previously quoted Our representative incorrectly quoted $penalty per ticket for a total charge of $to complete the request Due to the incorrect values to process the exchange, the tickets were rejected by the airline Our air team investigated further and approved the exchange for the total cost of $billed to the customer’s account and $would be paid by Expedia for the misinformation as a one-time courtesyOn May 31, 2015, we were contacted by the customer who stated that he was offered a $credit but never received this offer On June 9, 2015, the customer contacted our customer service department disputing the charge of $that was billed to his credit card Our representative found that the agent who offered the exchange for $per ticket did not verbally acknowledge the fee The following day, the customer contacted us to check the status of the dispute and was informed by our representative that the initial exchange was quoted and charged $1,257.60; and also verified that the second request to exchange the tickets was quoted with an additional charge of $ No further action was takenExpedia 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 We can confirm the fare rules and restrictions provided by [redacted] would not allow us initially to exchange the tickets for the new dates and routes In the interim, calls were received from the customer with inquiries on exchanging the flights which may have added to the confusion At this time, we are unable to confirm in our records the initial charge of $1,was billed to the customer’s credit card We are respectfully requesting Mr [redacted] to provide a copy of the charges as they appear on his credit card statement for review This statement can be uploaded to the Revdex.com website during his rebuttal Once we receive the documentation, we will investigate further and respond at the earliestWe 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, [redacted] ***Tier Customer Service
August 22, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refundOn August 11, 2016, we received receipt of the Revdex.com complaint Our records reflect March 16, 2016; the customer self-booked a package reservation for [redacted] , [redacted] and [redacted] Travel was on Dynamic Airways, departing June 30, 2016, from New York to Cancun, Mexico; returning on July 7, 2016, from Cancun, Mexico to New YorkA hotel stay at the Grand Riviera Princess All Suites Resort & Spa All Inclusive, chedate June 30, 2016, check-out date July 7, The package also includes a roundtrip shuttleThe customer is stating due to an airline schedule change their flight was canceled; however the customer has not been refunded for the flight 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 friendly However, 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 Dynamic Airways 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 an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on May 11, 2016, the airline sent a notification of an airline schedule changeAn automated email was sent to the customerWe can confirm there were two more additional airline schedule changesOne on May 15, 2016, and July 7, On May 16, 2016, the customer contacted Expedia regarding the airline schedule changeExpedia contacted Dynamic Airways; they advised there were two options for the customerThe customer can change the flight date one day before or after the departure of June 30, 2016, or the customer can cancel the flight and Expedia can submit the refund requestThe customer requested to cancel the flight and process the refund In reviewing the customer’s account, on May 16, 2016, Expedia submitted the refund request to Dynamic Airways; however the airline has not authorized the refund request to date Once Dynamic Airways, replies to Expedia we will contact the Revdex.com and the customer Expedia strives to provide the highest level of customer serviceWe 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 customersExpedia was not the merchant of record or the company that received the funds Until Dynamic Airways authorizes the refund, Expedia cannot honor the request for the refund If the airline does authorize the refund Dynamic Airways will process the refund back on to the original form of paymentExpedia cannot expedited the refund timeframe from the airlines 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
Dear Ms [redacted] , We appreciate the time you so kindly took to contact us We would like to reiterate the information provided you on our case [redacted] ; it was advised that the time frame to make the re schedule depends on the original issuing date of the tickets as well as their validity, the information provided in regards of the fact that you should re schedule prior August 15th, 2016, time in which the tickets expire is correct Another restriction will be the re schedule fees, in this case the tickets do not allow to make the modifications free of charge, nor can we waive this fee due to the fact that any cancellation due weather condition is not imputable to the airlines If you wish to re schedule your flights, you will have to cover the amount that results of this operation Best regards, Maribel [redacted] F [redacted] Ejecutivo de Atención a Clientes Customer Care representative
May 4, Re: Expedia Case#’s: O- [redacted] and 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 resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com Case [redacted] ) regarding a car rental reservation and a package vacation We understand Mr [redacted] is requesting a refund of $listed as the disputed amount in the complaint On April 30, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaintOur records indicate on April 8, 2015, the customer contacted our customer service department to book a vacation package for travel on April 16, from Evansville, IN to Phoenix, AZ with a connection in Charlotte, NC, and returning on April 21, Hotel reservations were with the [redacted] hotel for the Fairmont Room, one king bed, and a request for a garden view Additionally, we booked a car rental for Mr [redacted] with [redacted] for piat the Phoenix airport The car rental booking arranged for payment to be provided to the car rental company direct at the end of the rental period Estimated taxes and fees were included in the car rental quoteExpedia.com serves as a third party agency 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 partnersHowever, if one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us immediately while you are at the property so that we can provide an appropriate resolution Unfortunately, we were unable to locate any record of contact from the customer to report his concerns regarding the hotel changes that were made by the hotel for the room reservationWe can confirm on April 25, 2015, we received a call from Mr [redacted] stating that he was billed twice for the car rental We researched the customer’s reservation and confirmed the car rental was booked separately outside of the package and the customer was not charged in advance; the customer chose the option to submit payment directly to [redacted] at the end of the car rental period To investigate Mr [redacted] complaint regarding the room modification, we contacted the reservations department at the [redacted] hotel and spoke with *** She confirmed the hotel was unable to provide the original room booked by Mr***, but in its place, provided the customer with an upgraded room with a better view at no additional charge The customer accepted the upgrade, so the hotel considers the issue resolved With regards to the seating arrangements on the flight, Expedia does not guarantee a specific seat on the flight As stated on the booking confirmation, any specific seat requests must be addressed with the airline directly As the reservation was fully utilized, Expedia is unable to provide a refund for the vacation packageDespite our customer’s recent experience, we encourage him to continue to use Expedia for his future travel arrangementsAs a gesture of goodwill we will like to offer a $travel voucher to use on a future booking The Terms and Conditions for Use of the Coupon is provided below: http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp 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, [redacted] ***Tier Customer Service
October 28, 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 Mr [redacted] is requesting a refundOn October 26, 2016, we received receipt of the Revdex.com complaint Our records reflect on June 27, 2016, the customer self-booked a pay later hotel reservation for three rooms at the [redacted] chedate July 23, 2016, check-out date July 25, The customer is stating they canceled all three reservations outside the cancellation windowThe customer is stating they were charged by the hotel for nights room/tax for each room Upon further researching this matter, we can confirm on June 29, 2016, the customer contacted Expedia to cancel all three room reservationsExpedia cancelled and processed the refund in the amount of $1, On August 25, 2016, the customer contacted Expedia advising that they were charged by the hotel for night room/tax for each roomExpedia contacted the hotel; however could not speak to anyone In reviewing the customer’s account, Expedia was able to confirm the customer was charged by the hotel for the cancellation fees for each room On October 27, 2016, Expedia processed the refund in the amount of $back to the original form of payment 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is acceptable, but not necessarily satisfactoryI do not believe that Expedia understands that the error was entirely their responsibility and a significant oversight on its part, but appreciate the $voucher gestureIn the future, I recommend that Expedia better train its employees to proactively handle errors on their end so that they can competently accommodate guests without hassleSincerely, [redacted] ***
Revdex.com: Though the facts listed in this reply do not accurately reflect the correspondence and substantially diminish Expedia's customer service's culpability in dismissing my emails from the very beginning (e.gI was never told they were "investigating" until after I lodged the Revdex.com complaint), I accept that Expedia at long last is offering some credit on this account in recognition of the advertising on their site Sincerely, [redacted] ***
December 9, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: 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 error involving information securityWe understand the customer is providing information regarding a situation where travel information was inadvertently emailed to incorrect email addresses On December 9, we contacted the customer to acknowledge receipt of their Revdex.com complaintWe have researched this matter thoroughly and have been able to isolate the error Ms [redacted] is referring to While our system electronically emails information and itineraries to the email address stored in customer accounts, occasionally agents, who provide live phone support, also have to manually email itineraries We can assure you that Expedia treats our customer’s private information with the greatest regard In this instance, we carefully compared the two accounts Ms [redacted] has provided, and we were able to determine that, while assisting both customers, an agent accidently mixed up the email addresses when manually sending out copies of their itineraries Expedia deeply regrets this agent error and thank Ms [redacted] for bringing it to our attention The information will be escalated to the agent’s manager for coaching purposes As a courtesy, we have provided the customer’s online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within her accountWe hope Ms [redacted] will allow us the opportunity to improve upon her experience in the future.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,Agent Name Tier Customer Service
July 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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand Ms [redacted] is requesting Expedia correct her name and confirm the flight reservationOn June 24, 2016, we received receipt of the Revdex.com complaintOur records reflect on November 13, 2015, the customer self-booked a flight reservation for [redacted] and [redacted] using Expedia.comTravel is on Iceland Air, departing September 14, 2016, from Minneapolis, Minnesota to Stockholm, Sweden; returning on September 28, 2016, from Stockholm, Sweden to Minneapolis, MinnesotaThe customer is stating, they contacted Expedia, due to needing to correct her middle nameThe customer is stating, they understand there is a name change fee and agreed to pay the feeThe customer is stating Expedia has refused to process the name change requestUpon further researching this matter, we can confirm on January 31, 2016, the customer contacted Expedia, needing to correct her middle name from [redacted] to ***Expedia contacted Iceland Air; however, they were closedExpedia advised the customer, they will need to call back once the airline is openIn reviewing the customer’s account, on February 29, 2016, Iceland Air canceled the flight reservation and reissued the tickets for the travelersExpedia was able to verify on the airline’s website the flight is confirmed for travel on September 14, The new record locator number for Ms [redacted] is [redacted] and for Mr [redacted] is [redacted] The customer’s name on Iceland Air website reflects as [redacted] ***The customer can go to the airline website to verify the informationSince the airline took control of the tickets, the customer will need to contact Iceland Air directly as Expedia will no longer be able to assist with any further issues the customer may haveWe 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, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I just spent more time researching this issue! After another look at each month's AMEX statement for the card ending in I can confirm that NO credit has been issued to my card account This is another example of Expedia's poor customer service - expecting me to send to them credit card statements for months! This is personal information that I should not have to share as unfortunately nothing on the statements is related to an Expedia refund request Are their accounting procedures so inadequate that they do not have capabilities to trace cancellations or credits issued? I do not feel it is asking too much that Expedia provide me with an exact date for the credit issued so that I can contact American Express to inquire about it Once again I will remind the folks at Expedia that Ihave been a long-time customer who played by their rules and even with a cancellation confirmation in hand they cannot provide evidence of a credit issued.This is a formal request for details of the credit issued, Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: information about this particular deposit is not only not located in the same area I which the other terms and conditions are located, but is also very conflicting as there is clear mention of a deposit not any other depositI have specifically and repeatedly requested that a review of the call be made as I was made an offer of $credit if I opted to cancelI was transfered to a supervisor and I advised that I would accept the credit and cancel due to all of the disrespectful treatment and hassle but was then told that there was no not of this offerI again request and a review of the call be made and this offer grantedExpedia has made promises and failed fulfill thise promises Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:like Expedia said on the above email: we encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time Please show me where I can find this lovely reminds on Expedia.com? or does Expedia make it very clear to me I should contact with Expedia once I checked in the hotel? Sincerely, [redacted] ***
July 2, 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 response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOn July 2, 2015, Expedia contacted the hotel directly on behalf of the customer once again and were advised they are denying the refund due to the hotel policies agreed to by Mr [redacted] at the time of bookingHowever, if the customer has contact with the hotel he may submit a letter from hotel management stating otherwiseThe customer may submit this information through the complaint submission on the Revdex.com websiteUpon receipt, Expedia will be able to assist Mr [redacted] 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, [redacted] Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI got the difference credited to my accountThank you bothSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:My issue with Expedia Airline Vacation booking was not resolvedThe reason was, I tried booking a vacation for my family to Punta Cana (Dominican Republic) for the third time it took three hours with an Expedia agent each time to book my vacation, they would charge my credit card and at the end of booking my vacation they would tell me the price has gone up like $more on top of what I was promised they put me through a lot of stress and anxiety please I would like to take further action to solve this issue.Sincerely, [redacted]
February 17, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response We have further researched Ms [redacted] ’s complaint (Revdex.com case number [redacted] ) regarding a cancellation request for flights booked through ExpediaAfter giving the matter our full consideration, we stand by our previous decision and are unable to accede to Ms [redacted] ’s request To address the customer’s assertion that Expedia did not contact Jet Blue to request approval to set aside the terms of the booking, we can verify that on February 1, at approximately 9:a.man agent from our call center contacted Jet Blue agent Julia, badge # [redacted] , and received the answer that Jet Blue has not enacted an exception policy with regards to the current travel situation because “customers with appropriate visas, green cards, and etcare still allowed to board their flights home from Mexico” We do need to make one revision to the previous response letter Further review does show that Jet Blue is not the billing party for this particular booking, which is usually the case for flights, and we apologize for identifying the fare type incorrectly in our earlier response This particular reservation was booked by the customer utilizing our Special Vacation Fare, often referred to as Expedia Bargain FareWe will provide the information on this type of travel and the terms associated with it below Expedia Bargain Fare 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 this EBF fare were fully disclosed and displayed to the customer during the checkout path on our website, including the following information on the booking screen and final payment: · 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 does collect the fare from the customer for this type of booking, however we do forward the fare to the airline immediately after purchase, and we are bound by the terms the airline sets when allowing Expedia to sell these bargain fares to our customers The only time Expedia would have the ability to make any changes, refunds, or issue future flight credits, is if the airline issued an “exception policy “due to an event where they deemed it necessary; such as inclement weather forcing flight cancellations as an example However, if the airline does not implement an exception policy, which they have not done with regards to the current travel issues, then Expedia is not able to offer any changes, refunds, or future credits for an EBF itinerary Further, our Expedia website provides the following information to the customer in our terms and conditions, which are accepted by the customer when they make the decision to complete a travel reservation on our site INTERNATIONAL TRAVEL You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are metExpedia has no special knowledge regarding foreign entry requirements or travel documentsWe urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations Passport and Visa: You must consult the relevant Embassy or Consulate for this informationRequirements may change and you should check for up-to-date information before booking and departureWe accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting throughThis includes all stops made by the aircraft, even if you do not leave the aircraft or airport While we understand she is not requesting a refund, but rather a future flight credit, again, we would only be able to do so if Jet Blue were willing to authorize a change to the terms of the reservation, which they are notRegrettably, based on the above information, we cannot offer any other options or compensation related to Ms [redacted] ’s bookingJet Blue will consider the tickets to be “lost value” if they are not flown as booked We thank you for allowing us the opportunity to re-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 If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service Expedia, Inc
Complaint: [redacted] I am rejecting this response because I am not requesting a refundI am requesting the opportunity to rebook my ticketsI was in touch with Expedia in September, about months before the flight and was told I could rebook the tickets minus a rebooking fee, with certain restrictions such as one leg of the flight must be on a [redacted] flightwhy would I be told this one day, and now the company states there's no record of itHow could I possibly fabricate this? Seeing as Expedia has about $of my money and I have nothing to show for it, I really demand that they honor what was originally stated, where I would be able to rebook my ticketsSncerely, [redacted] Sincerely, [redacted]
August 5, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a car reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe 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
January 10, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] ’s did not accept our response and/or resolution offered After further review of Ms [redacted] ’s complaint Expedia contacted the hotel on January 9, 2018, and advocated once again on her behalf to see if they would allow a refundOur representative was advised that a refund was processed on December 19, 2017, in the amount of $The time it takes to receive said refund will depend on her credit card company or banking institutionWe ask that she please allow at least two billing cycles Please note that Expedia does not have any control of refunds processed via a third partyMs [redacted] can contact the hotel directly going forward regarding her refund 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
June 30, 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 resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case [redacted] ) regarding a flight reservation We understand the customer is stating they were overcharged to exchange the flights On June 24, 2015, we contacted the customer to acknowledge receipt of his Revdex.com complaintOur records indicate on May 2, 2015, [redacted] or an authorized user in the account self-booked a flight reservation for travel beginning on July 13, 2015, for two adults, from Dublin, Ireland to Prague, Czech Republic, with [redacted] , returning from Vienna, Austria on July 20, 2015; travel resumed on July 23, 2015, from Dublin, with a connection in Chicago, IL and Portland, OROn May 24, 2015, the customer contacted us for assistance in exchanging the flights [redacted] advised that her company was sending her to Amsterdam and wanted to depart from John FKennedy Airport in New York, NY We advised that the fare rules provided by the airline would not allow us to exchange the tickets The customer advised the airline offered to refund the unused taxes for the flights We contacted [redacted] and verified this information was not correct and no changes were made to the bookingOn May 24, 2015, a second call was received from the customer whom escalated to our corporate office We provided the customer with information regarding the rules and restrictions for changing the flights as provided by [redacted] We contacted the airline requesting clarification of the tax refund offer, and were advised that as the departure point is US-based, a refund of the unused taxes was not eligible We provided the current pricing to exchange the tickets which included a $penalty per ticket plus a $additional cost for the difference in airfare per ticket for a total due of $1, The customer agreed to the cost and the exchange was processedOn May 29, 2015, the customer contacted us to reconfirm that the flights were exchanged Our representative treated the request as a first-time inquiry and offered to exchange the flights for the cost of $per ticket without any additional fare increase due The agent could not complete the exchange and escalated the call It was at this time that a quote of $per ticket with a lost value of $per ticket was provided for a total charge of $to exchange the flights During this call, our representative placed the caller on hold which resulted in the call disconnectingThe exchange was not processedOn the same day, a second call was received from the customer requesting to exchange the flights for the $previously quoted Our representative incorrectly quoted $penalty per ticket for a total charge of $to complete the request Due to the incorrect values to process the exchange, the tickets were rejected by the airline Our air team investigated further and approved the exchange for the total cost of $billed to the customer’s account and $would be paid by Expedia for the misinformation as a one-time courtesyOn May 31, 2015, we were contacted by the customer who stated that he was offered a $credit but never received this offer On June 9, 2015, the customer contacted our customer service department disputing the charge of $that was billed to his credit card Our representative found that the agent who offered the exchange for $per ticket did not verbally acknowledge the fee The following day, the customer contacted us to check the status of the dispute and was informed by our representative that the initial exchange was quoted and charged $1,257.60; and also verified that the second request to exchange the tickets was quoted with an additional charge of $ No further action was takenExpedia 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 We can confirm the fare rules and restrictions provided by [redacted] would not allow us initially to exchange the tickets for the new dates and routes In the interim, calls were received from the customer with inquiries on exchanging the flights which may have added to the confusion At this time, we are unable to confirm in our records the initial charge of $1,was billed to the customer’s credit card We are respectfully requesting Mr [redacted] to provide a copy of the charges as they appear on his credit card statement for review This statement can be uploaded to the Revdex.com website during his rebuttal Once we receive the documentation, we will investigate further and respond at the earliestWe 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, [redacted] ***Tier Customer Service
August 22, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a refundOn August 11, 2016, we received receipt of the Revdex.com complaint Our records reflect March 16, 2016; the customer self-booked a package reservation for [redacted] , [redacted] and [redacted] Travel was on Dynamic Airways, departing June 30, 2016, from New York to Cancun, Mexico; returning on July 7, 2016, from Cancun, Mexico to New YorkA hotel stay at the Grand Riviera Princess All Suites Resort & Spa All Inclusive, chedate June 30, 2016, check-out date July 7, The package also includes a roundtrip shuttleThe customer is stating due to an airline schedule change their flight was canceled; however the customer has not been refunded for the flight 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 friendly However, 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 Dynamic Airways 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 an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on May 11, 2016, the airline sent a notification of an airline schedule changeAn automated email was sent to the customerWe can confirm there were two more additional airline schedule changesOne on May 15, 2016, and July 7, On May 16, 2016, the customer contacted Expedia regarding the airline schedule changeExpedia contacted Dynamic Airways; they advised there were two options for the customerThe customer can change the flight date one day before or after the departure of June 30, 2016, or the customer can cancel the flight and Expedia can submit the refund requestThe customer requested to cancel the flight and process the refund In reviewing the customer’s account, on May 16, 2016, Expedia submitted the refund request to Dynamic Airways; however the airline has not authorized the refund request to date Once Dynamic Airways, replies to Expedia we will contact the Revdex.com and the customer Expedia strives to provide the highest level of customer serviceWe 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 customersExpedia was not the merchant of record or the company that received the funds Until Dynamic Airways authorizes the refund, Expedia cannot honor the request for the refund If the airline does authorize the refund Dynamic Airways will process the refund back on to the original form of paymentExpedia cannot expedited the refund timeframe from the airlines 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
Dear Ms [redacted] , We appreciate the time you so kindly took to contact us We would like to reiterate the information provided you on our case [redacted] ; it was advised that the time frame to make the re schedule depends on the original issuing date of the tickets as well as their validity, the information provided in regards of the fact that you should re schedule prior August 15th, 2016, time in which the tickets expire is correct Another restriction will be the re schedule fees, in this case the tickets do not allow to make the modifications free of charge, nor can we waive this fee due to the fact that any cancellation due weather condition is not imputable to the airlines If you wish to re schedule your flights, you will have to cover the amount that results of this operation Best regards, Maribel [redacted] F [redacted] Ejecutivo de Atención a Clientes Customer Care representative
May 4, Re: Expedia Case#’s: O- [redacted] and 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 resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com Case [redacted] ) regarding a car rental reservation and a package vacation We understand Mr [redacted] is requesting a refund of $listed as the disputed amount in the complaint On April 30, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaintOur records indicate on April 8, 2015, the customer contacted our customer service department to book a vacation package for travel on April 16, from Evansville, IN to Phoenix, AZ with a connection in Charlotte, NC, and returning on April 21, Hotel reservations were with the [redacted] hotel for the Fairmont Room, one king bed, and a request for a garden view Additionally, we booked a car rental for Mr [redacted] with [redacted] for piat the Phoenix airport The car rental booking arranged for payment to be provided to the car rental company direct at the end of the rental period Estimated taxes and fees were included in the car rental quoteExpedia.com serves as a third party agency 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 partnersHowever, if one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us immediately while you are at the property so that we can provide an appropriate resolution Unfortunately, we were unable to locate any record of contact from the customer to report his concerns regarding the hotel changes that were made by the hotel for the room reservationWe can confirm on April 25, 2015, we received a call from Mr [redacted] stating that he was billed twice for the car rental We researched the customer’s reservation and confirmed the car rental was booked separately outside of the package and the customer was not charged in advance; the customer chose the option to submit payment directly to [redacted] at the end of the car rental period To investigate Mr [redacted] complaint regarding the room modification, we contacted the reservations department at the [redacted] hotel and spoke with *** She confirmed the hotel was unable to provide the original room booked by Mr***, but in its place, provided the customer with an upgraded room with a better view at no additional charge The customer accepted the upgrade, so the hotel considers the issue resolved With regards to the seating arrangements on the flight, Expedia does not guarantee a specific seat on the flight As stated on the booking confirmation, any specific seat requests must be addressed with the airline directly As the reservation was fully utilized, Expedia is unable to provide a refund for the vacation packageDespite our customer’s recent experience, we encourage him to continue to use Expedia for his future travel arrangementsAs a gesture of goodwill we will like to offer a $travel voucher to use on a future booking The Terms and Conditions for Use of the Coupon is provided below: http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp 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, [redacted] ***Tier Customer Service
October 28, 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 Mr [redacted] is requesting a refundOn October 26, 2016, we received receipt of the Revdex.com complaint Our records reflect on June 27, 2016, the customer self-booked a pay later hotel reservation for three rooms at the [redacted] chedate July 23, 2016, check-out date July 25, The customer is stating they canceled all three reservations outside the cancellation windowThe customer is stating they were charged by the hotel for nights room/tax for each room Upon further researching this matter, we can confirm on June 29, 2016, the customer contacted Expedia to cancel all three room reservationsExpedia cancelled and processed the refund in the amount of $1, On August 25, 2016, the customer contacted Expedia advising that they were charged by the hotel for night room/tax for each roomExpedia contacted the hotel; however could not speak to anyone In reviewing the customer’s account, Expedia was able to confirm the customer was charged by the hotel for the cancellation fees for each room On October 27, 2016, Expedia processed the refund in the amount of $back to the original form of payment 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is acceptable, but not necessarily satisfactoryI do not believe that Expedia understands that the error was entirely their responsibility and a significant oversight on its part, but appreciate the $voucher gestureIn the future, I recommend that Expedia better train its employees to proactively handle errors on their end so that they can competently accommodate guests without hassleSincerely, [redacted] ***
Revdex.com: Though the facts listed in this reply do not accurately reflect the correspondence and substantially diminish Expedia's customer service's culpability in dismissing my emails from the very beginning (e.gI was never told they were "investigating" until after I lodged the Revdex.com complaint), I accept that Expedia at long last is offering some credit on this account in recognition of the advertising on their site Sincerely, [redacted] ***
December 9, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: 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 error involving information securityWe understand the customer is providing information regarding a situation where travel information was inadvertently emailed to incorrect email addresses On December 9, we contacted the customer to acknowledge receipt of their Revdex.com complaintWe have researched this matter thoroughly and have been able to isolate the error Ms [redacted] is referring to While our system electronically emails information and itineraries to the email address stored in customer accounts, occasionally agents, who provide live phone support, also have to manually email itineraries We can assure you that Expedia treats our customer’s private information with the greatest regard In this instance, we carefully compared the two accounts Ms [redacted] has provided, and we were able to determine that, while assisting both customers, an agent accidently mixed up the email addresses when manually sending out copies of their itineraries Expedia deeply regrets this agent error and thank Ms [redacted] for bringing it to our attention The information will be escalated to the agent’s manager for coaching purposes As a courtesy, we have provided the customer’s online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within her accountWe hope Ms [redacted] will allow us the opportunity to improve upon her experience in the future.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,Agent Name Tier Customer Service
July 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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand Ms [redacted] is requesting Expedia correct her name and confirm the flight reservationOn June 24, 2016, we received receipt of the Revdex.com complaintOur records reflect on November 13, 2015, the customer self-booked a flight reservation for [redacted] and [redacted] using Expedia.comTravel is on Iceland Air, departing September 14, 2016, from Minneapolis, Minnesota to Stockholm, Sweden; returning on September 28, 2016, from Stockholm, Sweden to Minneapolis, MinnesotaThe customer is stating, they contacted Expedia, due to needing to correct her middle nameThe customer is stating, they understand there is a name change fee and agreed to pay the feeThe customer is stating Expedia has refused to process the name change requestUpon further researching this matter, we can confirm on January 31, 2016, the customer contacted Expedia, needing to correct her middle name from [redacted] to ***Expedia contacted Iceland Air; however, they were closedExpedia advised the customer, they will need to call back once the airline is openIn reviewing the customer’s account, on February 29, 2016, Iceland Air canceled the flight reservation and reissued the tickets for the travelersExpedia was able to verify on the airline’s website the flight is confirmed for travel on September 14, The new record locator number for Ms [redacted] is [redacted] and for Mr [redacted] is [redacted] The customer’s name on Iceland Air website reflects as [redacted] ***The customer can go to the airline website to verify the informationSince the airline took control of the tickets, the customer will need to contact Iceland Air directly as Expedia will no longer be able to assist with any further issues the customer may haveWe 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, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I just spent more time researching this issue! After another look at each month's AMEX statement for the card ending in I can confirm that NO credit has been issued to my card account This is another example of Expedia's poor customer service - expecting me to send to them credit card statements for months! This is personal information that I should not have to share as unfortunately nothing on the statements is related to an Expedia refund request Are their accounting procedures so inadequate that they do not have capabilities to trace cancellations or credits issued? I do not feel it is asking too much that Expedia provide me with an exact date for the credit issued so that I can contact American Express to inquire about it Once again I will remind the folks at Expedia that Ihave been a long-time customer who played by their rules and even with a cancellation confirmation in hand they cannot provide evidence of a credit issued.This is a formal request for details of the credit issued, Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: information about this particular deposit is not only not located in the same area I which the other terms and conditions are located, but is also very conflicting as there is clear mention of a deposit not any other depositI have specifically and repeatedly requested that a review of the call be made as I was made an offer of $credit if I opted to cancelI was transfered to a supervisor and I advised that I would accept the credit and cancel due to all of the disrespectful treatment and hassle but was then told that there was no not of this offerI again request and a review of the call be made and this offer grantedExpedia has made promises and failed fulfill thise promises Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:like Expedia said on the above email: we encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time Please show me where I can find this lovely reminds on Expedia.com? or does Expedia make it very clear to me I should contact with Expedia once I checked in the hotel? Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
July 2, 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 response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOn July 2, 2015, Expedia contacted the hotel directly on behalf of the customer once again and were advised they are denying the refund due to the hotel policies agreed to by Mr [redacted] at the time of bookingHowever, if the customer has contact with the hotel he may submit a letter from hotel management stating otherwiseThe customer may submit this information through the complaint submission on the Revdex.com websiteUpon receipt, Expedia will be able to assist Mr [redacted] 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, [redacted] Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI got the difference credited to my accountThank you bothSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:My issue with Expedia Airline Vacation booking was not resolvedThe reason was, I tried booking a vacation for my family to Punta Cana (Dominican Republic) for the third time it took three hours with an Expedia agent each time to book my vacation, they would charge my credit card and at the end of booking my vacation they would tell me the price has gone up like $more on top of what I was promised they put me through a lot of stress and anxiety please I would like to take further action to solve this issue.Sincerely, [redacted]