August 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refundOn July 30, 2016, we received receipt of the Revdex.com complaint Our records reflect on May 25, 2016, the customer self-booked a package reservation for [redacted] using Expedia.com Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North CarolinaA hotel stay at the Holiday Inn Express Chicago-Magnificent Mile, chedate July 31, 2016, check-out date August 5, Itinerary Number: [redacted] The customer is stating they encountered an error while booking the reservationThe customer is stating Expedia could only offer to cancel and rebook the customer; however Expedia could not honor the original cost of the flight We can confirm on July 30, 2016, the customer contacted Expedia, advising his last name was incorrect; it should be [redacted] not **Expedia advised the customer that United Airlines does not allow name corrections; however Expedia contacted the airlines on the customer’s behalfUnited Airlines advised no name changes are allowed and would consider the ticket as a lost value Expedia advised the customer to cancel and rebook the new flight with the correct name and as a one-time courtesy Expedia would refund the original flightExpedia advised the customer we could not honor the original cost of the flightThe customer agreed In reviewing the customer’s account on July 30, 2016, the customer self-booked a flight reservation for [redacted] Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North CarolinaItinerary Number: [redacted] Expedia did refund for the original flight reservation for itinerary number: [redacted] on July 30, 2016, in the amount of $ We can confirm the new flight reservation was used Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Since this issue was resolved on July 30, and the customer was refunded for the itinerary number [redacted] for the flightExpedia will not honor the request for the refund Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Serice
March 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting a refund On March 15, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint, however she was not available Our records reflect on February 19, 2016, an Expedia agent assisted the customer booked a package reservation Travel was on JetBlue, departing June 23, 2015, from New York to Cancun, Mexico; returning on June 29, 2015, from Cancun, Mexico to New York The hotel stay was at the GR Solaris Cancun & Spa-All Inclusive, chedate June 23, 2015, check-out date June 29, Also included in the package, was roundtrip transportation in Cancun, Mexico, pidate June 23, 2015, drop-off date June 29, The customer is stating they called to rebook using a flight credit and was advised the flight credit had been confirmed on the booking, however it was not Upon researching this matter, we can confirm on January 28, 2016, the customer contacted Expedia needing to rebook her flight using the flight credit for [redacted] ***, [redacted] and [redacted] Our agent found the dates, and advised the customer the change fee would be $per person plus a fare difference of $per person, the customer agreed The agent processed the exchange New travel dates: Depart on August 23, 2016, from New York to San Francisco, California; returning on August 29, with JetBlue On that same day our ticketing department advised us they are unable to process the exchange as there was some confusion over the information the previous agent noted on the tickets Our agent confirmed the error and contacted the customer to advise them that the flight was not confirmed The agent spoke to ***; she advised she was not able to speak at the moment and will have to call Expedia back on the next day The agent noted the case and no further action was taken On February 16, 2016, the customer contacted Expedia wanting to rebook their flight using the credit Our agent found the dates the customer requested The agent advised the customer the change fee would be $per person, plus a fare difference of $per person; however the customer declined to pay the fare difference amount The customer stated it was not her error that the original exchange was not completed The customer stated she will only agree to pay for the original fare difference amount of $per personOur agent advised they could not authorize that and would need to consult with a supervisor The customer advised that she wanted to check online herself to see if she could find a lower fare and would call back later No further action was taken In reviewing Ms***’s account, the tickets are nonrefundable and the flight credit amount of $1,has expired Travel needed to be completed by the original issue date of February 19, Expedia will honor the credit amount minus the change fee of $per person Regarding the fare difference, the customer and Expedia will split the cost of the fare difference and each pay half In addition any remaining or unused credit will be considered as lost, the customer must book and complete travel by this year Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors Each airline has its own specific set of policies and procedures as does each ticket purchased JetBlue was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card) We hope the customer understands, we cannot honor the request for a refund We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
October 29, 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 refund request We understand Mr [redacted] is expressing concern about the condition of the hotel property he recently stay in and is asking for a full refund of the amount paid for his reservationOn October 29, we contact the customer to acknowledge receipt of their Revdex.com complaintOur records indicate on the customer self-booked an Expedia Unpublished Rate hotel reservation online on October 8, 2015, located in Lancaster, Pennsylvania, from October 9, to October 12, The hotel provided was the [redacted] We understand from the complaint the customer has requested a refund of $357.06, the full price of his reservation.Expedia Unpublished Rate hotels appear in the search results after a customer executes a standalone hotel search on ExpediaThe customer chooses the area (as defined in the search parameters, with Map views and a mileage legend provided), star rating, price, and a few amenities, but the hotel name and address appear only after the booking is completed.Prior to entering credit card information at the time of booking, customers agree to the following hotel rules and restrictions:• Prices this low require us to hide the name until immediately after you book.• Your credit card will be charged for the full payment upon reservation.• Expedia Unpublished Rate Hotel bookings are final (no refunds, changes and cancellations)• Some hotels may charge resort or other fees Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenExpedia.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 partnersHotels of varying star ratings utilize the intermediary services of Expedia.com and serve a variety of customers, with different budget needsWe provide both industry ratings and customer reviews, available for our customers to use in guiding their selections Opaque bookings are an opportunity for savings, but customers choosing to book through this program do so with the understanding that they are booking a non-refundable room and will not have opportunity to evaluate the ratings and reviews of the particular hotel prior to making a reservation On October 29, we once again attempted to speak to the manager of the hotel, who has previously denied the request to refund the customer when we advocated on his behalf The manager did not come to the phone and further attempts to reach him have not been answered Due to the rules and restrictions agreed to by Mr [redacted] at the time of booking, we are unable to offer a refund for this itineraryWe regret that our response cannot be more favorable.Mr [redacted] mentions having pictures to support his refund request and description of the state of the hotel While we can’t state they will change our decision, or allow us to provide a refund, if he would like to supply those pictures in a rebuttal, we will view them and revisit this issue 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,Roseanne G***Tier Customer Service
August 18, Revdex.com Northwest Complaint Department Re: Travelocity Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Travelocity regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionTravelocity is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with the complaintAt this time we are requesting Mr [redacted] please provide an itinerary number for his booking and the email address associated with his Travelocity accountThis information will enable us to appropriately address the situation and upon receipt, Travelocity will be able to assist further Again, 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] Corporate Correspondence Team
July 6, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com case number [redacted] ) We regret to hear Mr [redacted] did not accept the response and/or resolution offeredWe are able to confirm the return flights for [redacted] *and [redacted] were processed for a refund by [redacted] As such, a refund in the amount of $has been issued to the original form of payment used to purchase the flights The time that it takes for the refund to process depends on how quickly the credit card company processes these requests The average refund timing is seven to ten business days; if a refund is not found after this timeframe has expired we would recommend contacting the financial institution for additional assistanceThank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns, please feel free to contact usSincerely,Millicent F*Tier Customer Service
August 23, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed from the airlines to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] Thank you to the Revdex.com....after months of frustration with Expedia, the refund has been credited to my account.....I am convinced this would not have happened without the Revdex.com intervention.....again, thank you
May 26, 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 car rental additional charges The customer did not provide an itinerary number in association with a car rental, and a search of his email returns several hotel reservations, but none related to cars Many items can increase the estimate of an auto itinerary, such as taxes and local fees, gas charges, insurance, and other factors The rental company should be informing the customer about each item when they arrive at the rental counter, and getting customer approval on a contract before moving forward with the rental Without an actual itinerary to review, it is impossible to speak to specific charges However, if the customer would like to provide an itinerary number, we can contact the rental car company and ask for a breakdown of exactly what the extras were the customer was charged for and, if inappropriate, request a review for possible partial refund Expedia acts only as a third party intermediary for car rental companies Fees for service are collected by the merchant, and we do not have access to the exact additional service fees, outside of the base rental charge, at the time the customer is booking If a customer feels the rental company is charging them incorrectly, we encourage the customer to contact Expedia from the vendor’s location and allow us to advocate on their behalf at that time We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: until I get the refund back then I can accept their respond, due to their poor communication and or customer service, I cannot guarantee their words in other words I can't trust them anymoreSo till then, I will wait till I see the refund back to my account.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: this is an unsatisfactory repsonseExpedia has refused to work with me to get anything resolved; instead, they point me in the direction of another party and I'm forced to jump through hoops Sincerely, [redacted]
August 11, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address [redacted] ***’s concerns On July 25, 2016, Expedia contacted United Airlines; they advised the correct ticket number for [redacted] is [redacted] The other ticket number [redacted] is not valid and the customer was not charged United Airlines advised, to make sure the customer prints out the correct ticket number ending *** We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:This is a highly unsatisfactory response, evidencing Expedia's practice of deflecting rightful claims by designThe facts are:Expedia and/ or the hotel sold us a vacation based on advertisingExpedia and / or the hotel divert the wrongdoing to each otherBy way of which Expedia leaves customers without any recourseIn addition, Expedia deflects rightful customer claims with a practically not accessible "service line"This effectively makes any Expedia sale final without mentioning this important condition in their T&CsIronically, offering us "compensation" of one night in the same hotel that never was what was advertised, a hotel that was the very cause of complaint, and a hotel we never would want to stay at again.Please advise on next steps to enforce our rights and most importantly protect other customers from this unethical business practice.Sincerely, [redacted] ***
May 27, 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 The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Ms [redacted] ’s complaint At this time we are requesting Ms [redacted] please provide an itinerary number for his booking and the email address associated with his Expedia accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further 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
July 10, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case [redacted] *** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a vacation packageWe understand the customer is requesting a refund for the additional resort fees charged by the hotel On July 8, 2015, we attempted to contact the customer to acknowledge receipt of her Revdex.com complaint but were unable to reach herOur records indicate on June 5, 2015, the customer or an authorized user in the account self-booked a vacation package on Expedia.com for two adults traveling one-way from [redacted] , **, with US Airways, to [redacted] , **, with a connection in [redacted] , **, on June 19, Hotel reservations were with The ***- [redacted] checking in on June 19, 2015, and checking out on June 22, We can confirm on June 25, 2015, we received an email from the customer stating the hotel charged an additional $for the resort fee ($per night) that was not previously advertised A response was sent to the customer advising her to contact the hotel direct to discuss the charge furtherOn July 8, 2015, we were able to speak with a hotel representative at The ***- [redacted] who confirmed the resort fee was not updated at the time the customer booked her reservation As a result, the hotel is processing a refund in the amount of $to the original form of payment that was used to charge this fee The time that it takes the refund to process depends on how quickly the credit card company processes these requests We apologize for any misunderstanding that may have occurred as a result of the resort feesWe thank you for allowing us to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Millicent F.Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Hi, sorry for the delayThe complaint has absolutely not been resolved and the company will never call me back or respondPlease help me, this is been a nightmare and I can't even use my account through Expedia still.Sincerely, [redacted]
January 30, Revdex.com Expedia– DuPont, WA 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 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 refund Our records indicate that on April 29, 2016, Mr [redacted] or an authorized user of his account purchased two non-refundable, round-trip tickets online via Expedia.com, departing on July 2, 2016, from Los Angeles, California, travelling to Cancun, Mexico, and returning on July 6, 2016, via Dynamic Airways itinerary [redacted] We understand from Mr [redacted] complaint that Expedia cancelled his reservation and promised a full refundMr [redacted] claims that he has not received his refund as of yet and is now requesting said refund Upon receipt of Ms [redacted] complaint, we investigated the issues which were brought to our attentionWe can confirm that on July 1, 2016, Mr [redacted] contacted Expedia’s customer service to get assistance with his reservation because his flights were changed twice by Dynamic Airways and he wanted to cancel his reservation and receive a full refundAt that time, our representative contacted Dynamic Airways to see if they would allow a full refundOur representative was advised that Mr [redacted] return flight was cancelled due to Dynamic Airways no longer flying to Cancun, Mexico and that Mr [redacted] will receive a full refund After further researching this matter, we are pleased to confirm that Dynamic Airways processed a refund in the amount of $for both cancelled tickets on January 25, 2017, back to the original form of payment ending in ***The time it takes Mr [redacted] to receive said funds will depend on his credit card company or banking institutionWe ask that Mr [redacted] , please allow at least two billing cycles Based on the above, Expedia is unable to honor Mr [redacted] refund request, as Dynamic Airways has refunded him in fullAgain, 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, LaToya J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:Although my funds did go to aeromexico and Expedia was a third party, It was cause of an Expedia's representative that we were falsely directed on Janurary 14th to buy specifically the 9am flight single flight with Aeromexico instead of a cheaper round trip ticket that was necessary so we had a flight homeExpedia claims to not have the phone call recorded or existence of any evidence that this phone call occuredI told an Expedia representative on Feburary 6th that I will ask my cousin for phone records that the call did occurIf after I provide this information Expedia still cannot find the call recording , I still believe I should be compensated as well as my cousins because It is more neglience on their part as they are suppose to have all calls recorded for customer satistfactionAt this time I asking for more time to get the phone records as the Jan 14th call was placed on my cousins phone and She is traveling at the momentShe will be back March 1st Sincerely, [redacted]
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
August 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refundOn July 30, 2016, we received receipt of the Revdex.com complaint Our records reflect on May 25, 2016, the customer self-booked a package reservation for [redacted] using Expedia.com Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North CarolinaA hotel stay at the Holiday Inn Express Chicago-Magnificent Mile, chedate July 31, 2016, check-out date August 5, Itinerary Number: [redacted] The customer is stating they encountered an error while booking the reservationThe customer is stating Expedia could only offer to cancel and rebook the customer; however Expedia could not honor the original cost of the flight We can confirm on July 30, 2016, the customer contacted Expedia, advising his last name was incorrect; it should be [redacted] not **Expedia advised the customer that United Airlines does not allow name corrections; however Expedia contacted the airlines on the customer’s behalfUnited Airlines advised no name changes are allowed and would consider the ticket as a lost value Expedia advised the customer to cancel and rebook the new flight with the correct name and as a one-time courtesy Expedia would refund the original flightExpedia advised the customer we could not honor the original cost of the flightThe customer agreed In reviewing the customer’s account on July 30, 2016, the customer self-booked a flight reservation for [redacted] Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North CarolinaItinerary Number: [redacted] Expedia did refund for the original flight reservation for itinerary number: [redacted] on July 30, 2016, in the amount of $ We can confirm the new flight reservation was used Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Since this issue was resolved on July 30, and the customer was refunded for the itinerary number [redacted] for the flightExpedia will not honor the request for the refund Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Serice
March 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting a refund On March 15, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint, however she was not available Our records reflect on February 19, 2016, an Expedia agent assisted the customer booked a package reservation Travel was on JetBlue, departing June 23, 2015, from New York to Cancun, Mexico; returning on June 29, 2015, from Cancun, Mexico to New York The hotel stay was at the GR Solaris Cancun & Spa-All Inclusive, chedate June 23, 2015, check-out date June 29, Also included in the package, was roundtrip transportation in Cancun, Mexico, pidate June 23, 2015, drop-off date June 29, The customer is stating they called to rebook using a flight credit and was advised the flight credit had been confirmed on the booking, however it was not Upon researching this matter, we can confirm on January 28, 2016, the customer contacted Expedia needing to rebook her flight using the flight credit for [redacted] ***, [redacted] and [redacted] Our agent found the dates, and advised the customer the change fee would be $per person plus a fare difference of $per person, the customer agreed The agent processed the exchange New travel dates: Depart on August 23, 2016, from New York to San Francisco, California; returning on August 29, with JetBlue On that same day our ticketing department advised us they are unable to process the exchange as there was some confusion over the information the previous agent noted on the tickets Our agent confirmed the error and contacted the customer to advise them that the flight was not confirmed The agent spoke to ***; she advised she was not able to speak at the moment and will have to call Expedia back on the next day The agent noted the case and no further action was taken On February 16, 2016, the customer contacted Expedia wanting to rebook their flight using the credit Our agent found the dates the customer requested The agent advised the customer the change fee would be $per person, plus a fare difference of $per person; however the customer declined to pay the fare difference amount The customer stated it was not her error that the original exchange was not completed The customer stated she will only agree to pay for the original fare difference amount of $per personOur agent advised they could not authorize that and would need to consult with a supervisor The customer advised that she wanted to check online herself to see if she could find a lower fare and would call back later No further action was taken In reviewing Ms***’s account, the tickets are nonrefundable and the flight credit amount of $1,has expired Travel needed to be completed by the original issue date of February 19, Expedia will honor the credit amount minus the change fee of $per person Regarding the fare difference, the customer and Expedia will split the cost of the fare difference and each pay half In addition any remaining or unused credit will be considered as lost, the customer must book and complete travel by this year Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors Each airline has its own specific set of policies and procedures as does each ticket purchased JetBlue was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card) We hope the customer understands, we cannot honor the request for a refund We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
October 29, 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 refund request We understand Mr [redacted] is expressing concern about the condition of the hotel property he recently stay in and is asking for a full refund of the amount paid for his reservationOn October 29, we contact the customer to acknowledge receipt of their Revdex.com complaintOur records indicate on the customer self-booked an Expedia Unpublished Rate hotel reservation online on October 8, 2015, located in Lancaster, Pennsylvania, from October 9, to October 12, The hotel provided was the [redacted] We understand from the complaint the customer has requested a refund of $357.06, the full price of his reservation.Expedia Unpublished Rate hotels appear in the search results after a customer executes a standalone hotel search on ExpediaThe customer chooses the area (as defined in the search parameters, with Map views and a mileage legend provided), star rating, price, and a few amenities, but the hotel name and address appear only after the booking is completed.Prior to entering credit card information at the time of booking, customers agree to the following hotel rules and restrictions:• Prices this low require us to hide the name until immediately after you book.• Your credit card will be charged for the full payment upon reservation.• Expedia Unpublished Rate Hotel bookings are final (no refunds, changes and cancellations)• Some hotels may charge resort or other fees Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review, including the final payment screenExpedia.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 partnersHotels of varying star ratings utilize the intermediary services of Expedia.com and serve a variety of customers, with different budget needsWe provide both industry ratings and customer reviews, available for our customers to use in guiding their selections Opaque bookings are an opportunity for savings, but customers choosing to book through this program do so with the understanding that they are booking a non-refundable room and will not have opportunity to evaluate the ratings and reviews of the particular hotel prior to making a reservation On October 29, we once again attempted to speak to the manager of the hotel, who has previously denied the request to refund the customer when we advocated on his behalf The manager did not come to the phone and further attempts to reach him have not been answered Due to the rules and restrictions agreed to by Mr [redacted] at the time of booking, we are unable to offer a refund for this itineraryWe regret that our response cannot be more favorable.Mr [redacted] mentions having pictures to support his refund request and description of the state of the hotel While we can’t state they will change our decision, or allow us to provide a refund, if he would like to supply those pictures in a rebuttal, we will view them and revisit this issue 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,Roseanne G***Tier Customer Service
August 18, Revdex.com Northwest Complaint Department Re: Travelocity Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Travelocity regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionTravelocity is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with the complaintAt this time we are requesting Mr [redacted] please provide an itinerary number for his booking and the email address associated with his Travelocity accountThis information will enable us to appropriately address the situation and upon receipt, Travelocity will be able to assist further Again, 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] Corporate Correspondence Team
July 6, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com case number [redacted] ) We regret to hear Mr [redacted] did not accept the response and/or resolution offeredWe are able to confirm the return flights for [redacted] *and [redacted] were processed for a refund by [redacted] As such, a refund in the amount of $has been issued to the original form of payment used to purchase the flights The time that it takes for the refund to process depends on how quickly the credit card company processes these requests The average refund timing is seven to ten business days; if a refund is not found after this timeframe has expired we would recommend contacting the financial institution for additional assistanceThank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns, please feel free to contact usSincerely,Millicent F
*Tier Customer Service
August 23, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed from the airlines to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] Thank you to the Revdex.com....after months of frustration with Expedia, the refund has been credited to my account.....I am convinced this would not have happened without the Revdex.com intervention.....again, thank you
May 26, 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 car rental additional charges The customer did not provide an itinerary number in association with a car rental, and a search of his email returns several hotel reservations, but none related to cars Many items can increase the estimate of an auto itinerary, such as taxes and local fees, gas charges, insurance, and other factors The rental company should be informing the customer about each item when they arrive at the rental counter, and getting customer approval on a contract before moving forward with the rental Without an actual itinerary to review, it is impossible to speak to specific charges However, if the customer would like to provide an itinerary number, we can contact the rental car company and ask for a breakdown of exactly what the extras were the customer was charged for and, if inappropriate, request a review for possible partial refund Expedia acts only as a third party intermediary for car rental companies Fees for service are collected by the merchant, and we do not have access to the exact additional service fees, outside of the base rental charge, at the time the customer is booking If a customer feels the rental company is charging them incorrectly, we encourage the customer to contact Expedia from the vendor’s location and allow us to advocate on their behalf at that time We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: until I get the refund back then I can accept their respond, due to their poor communication and or customer service, I cannot guarantee their words in other words I can't trust them anymoreSo till then, I will wait till I see the refund back to my account.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: this is an unsatisfactory repsonseExpedia has refused to work with me to get anything resolved; instead, they point me in the direction of another party and I'm forced to jump through hoops Sincerely, [redacted]
August 11, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address [redacted] ***’s concerns On July 25, 2016, Expedia contacted United Airlines; they advised the correct ticket number for [redacted] is [redacted] The other ticket number [redacted] is not valid and the customer was not charged United Airlines advised, to make sure the customer prints out the correct ticket number ending *** We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:This is a highly unsatisfactory response, evidencing Expedia's practice of deflecting rightful claims by designThe facts are:Expedia and/ or the hotel sold us a vacation based on advertisingExpedia and / or the hotel divert the wrongdoing to each otherBy way of which Expedia leaves customers without any recourseIn addition, Expedia deflects rightful customer claims with a practically not accessible "service line"This effectively makes any Expedia sale final without mentioning this important condition in their T&CsIronically, offering us "compensation" of one night in the same hotel that never was what was advertised, a hotel that was the very cause of complaint, and a hotel we never would want to stay at again.Please advise on next steps to enforce our rights and most importantly protect other customers from this unethical business practice.Sincerely, [redacted] ***
May 27, 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 The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Ms [redacted] ’s complaint At this time we are requesting Ms [redacted] please provide an itinerary number for his booking and the email address associated with his Expedia accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further 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
July 10, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case [redacted] *** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a vacation packageWe understand the customer is requesting a refund for the additional resort fees charged by the hotel On July 8, 2015, we attempted to contact the customer to acknowledge receipt of her Revdex.com complaint but were unable to reach herOur records indicate on June 5, 2015, the customer or an authorized user in the account self-booked a vacation package on Expedia.com for two adults traveling one-way from [redacted] , **, with US Airways, to [redacted] , **, with a connection in [redacted] , **, on June 19, Hotel reservations were with The ***- [redacted] checking in on June 19, 2015, and checking out on June 22, We can confirm on June 25, 2015, we received an email from the customer stating the hotel charged an additional $for the resort fee ($per night) that was not previously advertised A response was sent to the customer advising her to contact the hotel direct to discuss the charge furtherOn July 8, 2015, we were able to speak with a hotel representative at The ***- [redacted] who confirmed the resort fee was not updated at the time the customer booked her reservation As a result, the hotel is processing a refund in the amount of $to the original form of payment that was used to charge this fee The time that it takes the refund to process depends on how quickly the credit card company processes these requests We apologize for any misunderstanding that may have occurred as a result of the resort feesWe thank you for allowing us to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Millicent F.Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Hi, sorry for the delayThe complaint has absolutely not been resolved and the company will never call me back or respondPlease help me, this is been a nightmare and I can't even use my account through Expedia still.Sincerely, [redacted]
January 30, Revdex.com Expedia– DuPont, WA 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 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 refund Our records indicate that on April 29, 2016, Mr [redacted] or an authorized user of his account purchased two non-refundable, round-trip tickets online via Expedia.com, departing on July 2, 2016, from Los Angeles, California, travelling to Cancun, Mexico, and returning on July 6, 2016, via Dynamic Airways itinerary [redacted] We understand from Mr [redacted] complaint that Expedia cancelled his reservation and promised a full refundMr [redacted] claims that he has not received his refund as of yet and is now requesting said refund Upon receipt of Ms [redacted] complaint, we investigated the issues which were brought to our attentionWe can confirm that on July 1, 2016, Mr [redacted] contacted Expedia’s customer service to get assistance with his reservation because his flights were changed twice by Dynamic Airways and he wanted to cancel his reservation and receive a full refundAt that time, our representative contacted Dynamic Airways to see if they would allow a full refundOur representative was advised that Mr [redacted] return flight was cancelled due to Dynamic Airways no longer flying to Cancun, Mexico and that Mr [redacted] will receive a full refund After further researching this matter, we are pleased to confirm that Dynamic Airways processed a refund in the amount of $for both cancelled tickets on January 25, 2017, back to the original form of payment ending in ***The time it takes Mr [redacted] to receive said funds will depend on his credit card company or banking institutionWe ask that Mr [redacted] , please allow at least two billing cycles Based on the above, Expedia is unable to honor Mr [redacted] refund request, as Dynamic Airways has refunded him in fullAgain, 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, LaToya J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:Although my funds did go to aeromexico and Expedia was a third party, It was cause of an Expedia's representative that we were falsely directed on Janurary 14th to buy specifically the 9am flight single flight with Aeromexico instead of a cheaper round trip ticket that was necessary so we had a flight homeExpedia claims to not have the phone call recorded or existence of any evidence that this phone call occuredI told an Expedia representative on Feburary 6th that I will ask my cousin for phone records that the call did occurIf after I provide this information Expedia still cannot find the call recording , I still believe I should be compensated as well as my cousins because It is more neglience on their part as they are suppose to have all calls recorded for customer satistfactionAt this time I asking for more time to get the phone records as the Jan 14th call was placed on my cousins phone and She is traveling at the momentShe will be back March 1st Sincerely, [redacted]
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]