Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] I reject this reply - if what you are stating IS true, the Expedia website should state, "Reserve at Four Seasons Hotel and receive 100% off flight", and NOT "Save 100% off flight" which leads to a click-thru that offers hundreds of different hotels. This is not clear, and it should be, otherwise it's more on the lines of a 'bait and switch'. The notice doesn't state which hotel, it just says receive 100% off fight with hotel stay. I believe this is falsely advertised, and feel that the offer should be honored.
March 7, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a car rental issueWe understand customer is requesting a refund because he was not provided the size of car he rentedOn March 3, we attempted to contact Mr [redacted] to acknowledge receipt of their Revdex.com complaint Our records indicate on February 2, the customer accessed Expedia.ca to book a car through Thrifty Car Rentals to pick up on February 7, in Los Angeles, California and returning on February 14, The rental itinerary # [redacted] was for a compact or larger “wild card” rental The Thrifty Wild Card promotion allows the local vendor to choose the car they will provide to the customer according to their availability when the customer arrives The customer is stating Thrifty provided an Economy car, a Chevrolet Spark, rather than a compact or larger as stated by vendor On March 7, we contacted Thrifty Customer Service to advocate on behalf of the customer and received the following information: Thrifty states they do not provide cars smaller than a Compact, which is within the terms of the Wild Card promotion They show the customer was provided a Hyundai Accent which is a Compact, by their standard, and fits the parameters of the program terms and conditions, with seating for and holding bags They would not agree to a refund Expedia.com serves only as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners Due to the response and decision of Thrifty Rentals we are unable to offer a refund for this itineraryWe regret that our response cannot be more favorable We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
October 31, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on August 6, 2016, Ms [redacted] booked a flight from Boston, Massachusetts to Istanbul, Turkey for a seventy year old passenger but, that flight was canceled by [redacted] Airline (the merchant of record who charged the customer’s credit card)Ms [redacted] says that Expedia failed to alert the passenger that their flight had been canceled and they did not learn of the cancellation until October 25, while at the airportMs [redacted] stated that she had to spend an additional $to secure a last minute accommodation for the passenger and wants Expedia to refund this amount Per our records we spoke to Ms [redacted] on September 26, 2016, and she requested that Expedia pay for an upgradeWe responded that we were not the entity who canceled the flight and could not pay for an upgrade We apologize for the inconvenience this may have causedPlease be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes and cancellationsPlease note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to them If Ms [redacted] is willing to provide a copy of the billing statement reflecting the $559.73, we are willing to submit for refund consideration, but we can offer no guarantees We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] *** I am just curious When did Expedia allegedly attempt to contact me after the fact? I get inundated with telemarketers and scam artists As a result, I do not answer calls from numbers that have no identifying information Never did I receive a follphone call from Expedia or a message Yes the last person I spoke to that day said he wanted to compensate me for the complete CRAP I was subjected to At that point, I had wasted an hour with constant transfers, multiple call backs and continued PISS POOR CUSTOMER SERVICEAs I told him on an allegedly recorded line, "I am out of time" I am still waiting for them to contact me and confirm if they fixed their screw up and fixed my account They have my information If they need my phone number, I will be happy to leave it again Thank you
Our complaint has been resolved - we received a full refundI didn't see a way to close out complaint on Revdex.com website so figured I would communicate this to you.Thank you for your support
Hello ***business never responded to my request on the prior email to Hayden's statement if a reasonable accommodationNone was made, I requested this in writing on my last response and I am waiting for replyI sent an earlier email about merchants disengenous response and the premature closing of this claimI will need these clarified as stated in prior emailHad merchant made me a reasonable accommodation I would have acceptedThis was never done and I am still waiting for this offer via email.I do not feel it fair that I am constantly made to supply information while merchant supplies nothing to substantiate response of reasonable accommodationPlease let me know if this is something they are willing to do or not, but I would appreciate it if the company and Revdex.com kept asking me to substantiate without asking same of merchant, unless you have written policy in that regardIf so I would like to see that as well.thank you
September 22, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from 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 flight reservationAt the time of booking, Mr [redacted] was advised of the airlines terms and conditions: Important Flight Information • Tickets are non-refundable and non transferableA fee of $per ticket is charged for itinerary changesName changes are not allowed• All Spirit Airlines fares are nonrefundable The full details of Mr [redacted] ’s Expedia Flight Cancellation Plan were fully disclosed and available at the time of booking: reasons you might need travel protection: Your ticket is non-refundable and you're too sick to travel You get injured and can't make your flight home Your traveling companion has a covered medical emergency and can't travel View terms, conditions and plan sponsors Opens in a new windowSection I coverages under Part A are underwritten by Transamerica Casualty Insurance CompanySection II services are provided by On Call InternationalThe benefits provided in this program are subject to certain restrictions and exclusionsPlease read this brochure in its entirety for a description of coverage terms and conditionsNote: Words beginning with capital letters are defined in this textPre-Departure Trip Cancellation We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered TripThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered TripExpedia 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 screenIn addition, at the time of booking on the Expedia website, the customer agreed to our Terms of Use, which expressly provide as follows: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authorityWe thank you for allowing us the opportunity to address the issues which have been 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
Complaint: [redacted] I am rejecting this response because: I’ve made another phone call to Expedia.comThey also received my letterDuring the phone conversation I was asked about the earlier conversation with Expedia which was the subject of my complain with Revdex.comThis time I was also connected to another person which tried to sell me a vacation like I just saw it in onlineThe person sold me the airfare separately and before talking about the hotelAs a result the overall price would have been higher than I paid for the canceled trip despite the same trip being cheaper at the time of my bookingI told her, to please cancel the just made airfare purchase and hung upLater she called me and told me, that Expedia would cancel all the outstanding credit card charges including the just made airfare purchaseSince I’m not trusting them anymore, I’ll also call my credit card company to cancel the just made airfare purchase Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: They needed more information which is enclosed in attachments. I was stuck for 3 days away from home with a disable relative with no funds because they didn't cancel the reservation with the establishment and it locked up my bank account temporarily. They said it was my problem and to contact my bank...on Labor Day weekend. They wouldn't help at all with my position they put me in... Sincerely, [redacted] ***
August 12, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refund On August 4, 2016, we received receipt of the Revdex.com complaint Our records reflect on May 1, 2016, the customer self-booked a flight reservation for [redacted] and [redacted] Travel is on American Airlines, departing November 25, 2016, from Fresno, California to Phoenix, Arizona; returning on November 27, 2016, from Phoenix, Arizona to Fresno, CaliforniaThe customer is stating when they booked the flight reservation; the Expedia site advised them the tickets would be refundableThe customer is stating they contacted Expedia to cancel the reservation; however the tickets are nonrefundable Upon further researching this matter, we can confirm on August 4, 2016, the customer contacted Expedia, wanting to cancel the flight reservation and receive the refundExpedia advised the customer the tickets are nonrefundable; however the customer would have an airline credit with America AirlinesThe customer would be responsible for the change fees of $ per person; plus any fare difference In reviewing the customer’s account, Expedia can confirm that the tickets are nonrefundableThe customer was sent the itinerary confirmation on May 1, 2016, which does advise the customer the tickets are nonrefundable Expedia can confirm the tickets are active for travel for November 25, If the customer does not cancel the tickets before the departure date, American Airlines will consider the tickets as a lost value If the customer needs to cancel the tickets they can contact Expedia at 1-800-397-The airline credit with American Airlines is valid for year from the issue date of May 1, No name changes are allowed 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 resolutionThere is also a box on our site that clearly displays the 24-hour cancellation relates to flights only We hope the customer understands, Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention If 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: I don't agree with Expedia's explanation the first point that I disagree with is that flight was cancelled Aero Mexico told us, when checking in, that our reservations had been cancelled and we should contact Expedia with any problems Nothing was said about the flight being cancelled After buying the one way tickets from Mexico City to Portland, Oregon at 8:am, we watched our original flight on the departure board That flight left as scheduled Now, I didn't see that flight leave but the departure board stated that it did We left Mexico City at 11:am on Delta flight #as scheduled Somebody is not telling the truth and I ended up paying for the mistake I was refunded the amount reported by Expedia but I don't believe that it was fair compensation Sincerely [redacted]
October 20, 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 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 youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a packageWe understand [redacted] is seeking a refund for a hotel and flight package using the vacation waiver insuranceWe researched this matter further our records show Expedia was contacted by the customer regarding a refund for the hotel and flight credit on October 4, 2017by phoneThe customer was advised we never received any notification the package was cancelled prior to travel, and cancellations cannot be done via email as there is no way to pass security verification; which is required prior to any changes or modifications to reservation using ExpediaAs a result all penalties would apply to the reservation as travel was July 27-30, In addition, at the time of booking, you agreed to our Terms of Use, which expressly provide as follows for the hotel: The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedIn reference to the flights we contacted American Airlines they indicated the customer would have to pay a penalty of $per ticket to have the tickets reinstated, since the customer was marked as a no-show, in order to use the value of the ticket $per ticket for future travel with American Airlines with a $change fee per ticketThe customer has days from travel (January 23, 2018) to contact Expedia to pay this fee or this offer will no longer be validPlease note that 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 providersWe hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policiesThe vacation waiver insurance that was purchased was only validated for pre travel cancellations; regrettably it can no longer be redeemed for cancellations as travel has since passedWhile we understand [redacted] **’s concerns we cannot honor a refund in this matterWe thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Kiki R [redacted] Corporate Customer Service
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
January 21, 2015 RevDex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear RevDex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the BBB... allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted] (BBB case number [redacted] ) regarding a hotel reservation. We understand the customer is requesting a refund for their hotel reservation. On January 21, 2016 we contacted the customer to acknowledge receipt of their BBB complaint. Our records indicate on December 25, 2 2016, the customer self-booked a hotel reservation, itinerary number [redacted] , at Steinhatchee River Inn in Steinhatchee, Florida, for check-in on January 1, 2016, and check-out on January 2, 2017. We can confirm the customer submitted a Best Price Guarantee on December 25, 2015. Our records show that this matter was resolved January 19, 2016, with a refund of $11.85 processed back to the customer’s account. Additionally, the Best Price Guarantee $50 coupon was deposited within the customer’s account and is valid for one year from the date of issuance on any Expedia Special Rate hotel or a package that includes a hotel. If the customer’s issue has still not been resolved, please feel free to contact our Customer Support Representatives who are available to assist you 24 hours a day, seven days a week. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Britt M [redacted] Tier 3 Customer Service
September 16, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand the customer is requesting a refund for their package reservationOn September 16, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on July 3, 2015, the customer self-booked a package reservation via Expedia’s website, itinerary number [redacted] Flights were with [redacted] departing Saginaw, Michigan to Gainesville, Florida on July 31, 2015, and returning on August 3, The hotel reservation was for [redacted] Gainesville in Gainesville, Florida, checkion July 31, and checking-out on August 3, Our records show that this matter was resolvedOn July 27, 2015, a refund of $for the hotel component of the package was processed to the customer’s original form of paymentOn September 16, 2015, we contacted [redacted] on the customer’s behalf and can confirm [redacted] processed full refunds of the tickets on July 31, 2015, to the customer’s original form of payment 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, Britt M [redacted] Tier Customer Service
January 13, 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is complaining regarding bait and switchOn January 6, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 5, 2017, an agent assisted the customer book a hotel reservation at the La Playa Carmel with two room’s chedate January 24, 2017, check-out January 28, 2017, via itinerary number [redacted] The customer is stating Expedia did not provide the correct room type for each reservation Upon further researching this matter, on January 5, 2017, the customer self-canceled the reservationsExpedia refunded the customer in the amount of $2,back on to the original form of paymentThe time it takes for a refund such as this to appear onto the customer’s account depends upon the time it takes their credit card company or bank to process the refund, generally 3-business days Expedia was able to review the call recording for January 5, The customer did request an Ocean View for each room; however Expedia booked a Standard room for each room Expedia strives to provide the highest level of customer serviceExpedia regret that your recent experience did not live up to that expectation Expedia will ensure that the representative you spoke with will be coached appropriately We have provided your comments to our management team in an effort to improve overall customer experience, processes, and additional agent training We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
May 24, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationAs Expedia does not administer nor outline the coverage of the insurance policy, we cannot dictate the definitions of a covered serviceAt the time of Ms [redacted] booking, the Terms and Conditions regarding the insurance policy and a detailed description of the plan coverage is clearly stated and she may also access the coverage on her Expedia itineraryAt this time, we are requesting the customer submit her insurance claim number so we may contact the insurance provider on her behalfThe 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 Ms [redacted] furtherAgain, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
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 flight We understand [redacted] is requesting a refund Upon further research, we are unable to locate an Expedia account related to [redacted] complaintWe respectfully request that [redacted] provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address [redacted] concerns If 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: Once again expedia is not addressing the issues at hand with expedia and the promises made by the reps to refund the hotel and the abilty to move me when I was in Dr I was completely ignored by expedia reps wearing expedia shirts I was reassured by expedia prior to my stay that they will stand by the booking and help So what does expedia do just let me book and that it I could do that myself I overpaid and here is the proof including my passport Cancelling one flight has nothing to do with the mistake made on the hotel booking and the extra money I paid and ruined vacation when I was promised to be moved I have bank records , emails , pictures and receipts I'm very upset this is my hardworked money , time and not mention how sick I am dealing with this and the lack of empathy and help Please see receipts attached I've spoken to many reps and I know they try but this has to come from higher up PLEASE PLEASE HELP how can this go on this long Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] I reject this reply - if what you are stating IS true, the Expedia website should state, "Reserve at Four Seasons Hotel and receive 100% off flight", and NOT "Save 100% off flight" which leads to a click-thru that offers hundreds of different hotels. This is not clear, and it should be, otherwise it's more on the lines of a 'bait and switch'. The notice doesn't state which hotel, it just says receive 100% off fight with hotel stay. I believe this is falsely advertised, and feel that the offer should be honored.
March 7, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a car rental issueWe understand customer is requesting a refund because he was not provided the size of car he rentedOn March 3, we attempted to contact Mr [redacted] to acknowledge receipt of their Revdex.com complaint Our records indicate on February 2, the customer accessed Expedia.ca to book a car through Thrifty Car Rentals to pick up on February 7, in Los Angeles, California and returning on February 14, The rental itinerary # [redacted] was for a compact or larger “wild card” rental The Thrifty Wild Card promotion allows the local vendor to choose the car they will provide to the customer according to their availability when the customer arrives The customer is stating Thrifty provided an Economy car, a Chevrolet Spark, rather than a compact or larger as stated by vendor On March 7, we contacted Thrifty Customer Service to advocate on behalf of the customer and received the following information: Thrifty states they do not provide cars smaller than a Compact, which is within the terms of the Wild Card promotion They show the customer was provided a Hyundai Accent which is a Compact, by their standard, and fits the parameters of the program terms and conditions, with seating for and holding bags They would not agree to a refund Expedia.com serves only as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners Due to the response and decision of Thrifty Rentals we are unable to offer a refund for this itineraryWe regret that our response cannot be more favorable We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
October 31, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on August 6, 2016, Ms [redacted] booked a flight from Boston, Massachusetts to Istanbul, Turkey for a seventy year old passenger but, that flight was canceled by [redacted] Airline (the merchant of record who charged the customer’s credit card)Ms [redacted] says that Expedia failed to alert the passenger that their flight had been canceled and they did not learn of the cancellation until October 25, while at the airportMs [redacted] stated that she had to spend an additional $to secure a last minute accommodation for the passenger and wants Expedia to refund this amount Per our records we spoke to Ms [redacted] on September 26, 2016, and she requested that Expedia pay for an upgradeWe responded that we were not the entity who canceled the flight and could not pay for an upgrade We apologize for the inconvenience this may have causedPlease be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes and cancellationsPlease note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to them If Ms [redacted] is willing to provide a copy of the billing statement reflecting the $559.73, we are willing to submit for refund consideration, but we can offer no guarantees We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] *** I am just curious When did Expedia allegedly attempt to contact me after the fact? I get inundated with telemarketers and scam artists As a result, I do not answer calls from numbers that have no identifying information Never did I receive a follphone call from Expedia or a message Yes the last person I spoke to that day said he wanted to compensate me for the complete CRAP I was subjected to At that point, I had wasted an hour with constant transfers, multiple call backs and continued PISS POOR CUSTOMER SERVICEAs I told him on an allegedly recorded line, "I am out of time" I am still waiting for them to contact me and confirm if they fixed their screw up and fixed my account They have my information If they need my phone number, I will be happy to leave it again Thank you
Our complaint has been resolved - we received a full refundI didn't see a way to close out complaint on Revdex.com website so figured I would communicate this to you.Thank you for your support
Hello ***business never responded to my request on the prior email to Hayden's statement if a reasonable accommodationNone was made, I requested this in writing on my last response and I am waiting for replyI sent an earlier email about merchants disengenous response and the premature closing of this claimI will need these clarified as stated in prior emailHad merchant made me a reasonable accommodation I would have acceptedThis was never done and I am still waiting for this offer via email.I do not feel it fair that I am constantly made to supply information while merchant supplies nothing to substantiate response of reasonable accommodationPlease let me know if this is something they are willing to do or not, but I would appreciate it if the company and Revdex.com kept asking me to substantiate without asking same of merchant, unless you have written policy in that regardIf so I would like to see that as well.thank you
September 22, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from 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 flight reservationAt the time of booking, Mr [redacted] was advised of the airlines terms and conditions: Important Flight Information • Tickets are non-refundable and non transferableA fee of $per ticket is charged for itinerary changesName changes are not allowed• All Spirit Airlines fares are nonrefundable The full details of Mr [redacted] ’s Expedia Flight Cancellation Plan were fully disclosed and available at the time of booking: reasons you might need travel protection: Your ticket is non-refundable and you're too sick to travel You get injured and can't make your flight home Your traveling companion has a covered medical emergency and can't travel View terms, conditions and plan sponsors Opens in a new windowSection I coverages under Part A are underwritten by Transamerica Casualty Insurance CompanySection II services are provided by On Call InternationalThe benefits provided in this program are subject to certain restrictions and exclusionsPlease read this brochure in its entirety for a description of coverage terms and conditionsNote: Words beginning with capital letters are defined in this textPre-Departure Trip Cancellation We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered TripThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered TripExpedia 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 screenIn addition, at the time of booking on the Expedia website, the customer agreed to our Terms of Use, which expressly provide as follows: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authorityWe thank you for allowing us the opportunity to address the issues which have been 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
Complaint: [redacted] I am rejecting this response because: I’ve made another phone call to Expedia.comThey also received my letterDuring the phone conversation I was asked about the earlier conversation with Expedia which was the subject of my complain with Revdex.comThis time I was also connected to another person which tried to sell me a vacation like I just saw it in onlineThe person sold me the airfare separately and before talking about the hotelAs a result the overall price would have been higher than I paid for the canceled trip despite the same trip being cheaper at the time of my bookingI told her, to please cancel the just made airfare purchase and hung upLater she called me and told me, that Expedia would cancel all the outstanding credit card charges including the just made airfare purchaseSince I’m not trusting them anymore, I’ll also call my credit card company to cancel the just made airfare purchase Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: They needed more information which is enclosed in attachments. I was stuck for 3 days away from home with a disable relative with no funds because they didn't cancel the reservation with the establishment and it locked up my bank account temporarily. They said it was my problem and to contact my bank...on Labor Day weekend. They wouldn't help at all with my position they put me in... Sincerely, [redacted] ***
August 12, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting a refund On August 4, 2016, we received receipt of the Revdex.com complaint Our records reflect on May 1, 2016, the customer self-booked a flight reservation for [redacted] and [redacted] Travel is on American Airlines, departing November 25, 2016, from Fresno, California to Phoenix, Arizona; returning on November 27, 2016, from Phoenix, Arizona to Fresno, CaliforniaThe customer is stating when they booked the flight reservation; the Expedia site advised them the tickets would be refundableThe customer is stating they contacted Expedia to cancel the reservation; however the tickets are nonrefundable Upon further researching this matter, we can confirm on August 4, 2016, the customer contacted Expedia, wanting to cancel the flight reservation and receive the refundExpedia advised the customer the tickets are nonrefundable; however the customer would have an airline credit with America AirlinesThe customer would be responsible for the change fees of $ per person; plus any fare difference In reviewing the customer’s account, Expedia can confirm that the tickets are nonrefundableThe customer was sent the itinerary confirmation on May 1, 2016, which does advise the customer the tickets are nonrefundable Expedia can confirm the tickets are active for travel for November 25, If the customer does not cancel the tickets before the departure date, American Airlines will consider the tickets as a lost value If the customer needs to cancel the tickets they can contact Expedia at 1-800-397-The airline credit with American Airlines is valid for year from the issue date of May 1, No name changes are allowed 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 resolutionThere is also a box on our site that clearly displays the 24-hour cancellation relates to flights only We hope the customer understands, Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention If 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: I don't agree with Expedia's explanation the first point that I disagree with is that flight was cancelled Aero Mexico told us, when checking in, that our reservations had been cancelled and we should contact Expedia with any problems Nothing was said about the flight being cancelled After buying the one way tickets from Mexico City to Portland, Oregon at 8:am, we watched our original flight on the departure board That flight left as scheduled Now, I didn't see that flight leave but the departure board stated that it did We left Mexico City at 11:am on Delta flight #as scheduled Somebody is not telling the truth and I ended up paying for the mistake I was refunded the amount reported by Expedia but I don't believe that it was fair compensation Sincerely [redacted]
October 20, 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 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 youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a packageWe understand [redacted] is seeking a refund for a hotel and flight package using the vacation waiver insuranceWe researched this matter further our records show Expedia was contacted by the customer regarding a refund for the hotel and flight credit on October 4, 2017by phoneThe customer was advised we never received any notification the package was cancelled prior to travel, and cancellations cannot be done via email as there is no way to pass security verification; which is required prior to any changes or modifications to reservation using ExpediaAs a result all penalties would apply to the reservation as travel was July 27-30, In addition, at the time of booking, you agreed to our Terms of Use, which expressly provide as follows for the hotel: The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedIn reference to the flights we contacted American Airlines they indicated the customer would have to pay a penalty of $per ticket to have the tickets reinstated, since the customer was marked as a no-show, in order to use the value of the ticket $per ticket for future travel with American Airlines with a $change fee per ticketThe customer has days from travel (January 23, 2018) to contact Expedia to pay this fee or this offer will no longer be validPlease note that 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 providersWe hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policiesThe vacation waiver insurance that was purchased was only validated for pre travel cancellations; regrettably it can no longer be redeemed for cancellations as travel has since passedWhile we understand [redacted] **’s concerns we cannot honor a refund in this matterWe thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Kiki R [redacted] Corporate Customer Service
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
January 21, 2015 RevDex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear RevDex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the BBB... allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted] (BBB case number [redacted] ) regarding a hotel reservation. We understand the customer is requesting a refund for their hotel reservation. On January 21, 2016 we contacted the customer to acknowledge receipt of their BBB complaint. Our records indicate on December 25, 2 2016, the customer self-booked a hotel reservation, itinerary number [redacted] , at Steinhatchee River Inn in Steinhatchee, Florida, for check-in on January 1, 2016, and check-out on January 2, 2017. We can confirm the customer submitted a Best Price Guarantee on December 25, 2015. Our records show that this matter was resolved January 19, 2016, with a refund of $11.85 processed back to the customer’s account. Additionally, the Best Price Guarantee $50 coupon was deposited within the customer’s account and is valid for one year from the date of issuance on any Expedia Special Rate hotel or a package that includes a hotel. If the customer’s issue has still not been resolved, please feel free to contact our Customer Support Representatives who are available to assist you 24 hours a day, seven days a week. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Britt M [redacted] Tier 3 Customer Service
September 16, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand the customer is requesting a refund for their package reservationOn September 16, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on July 3, 2015, the customer self-booked a package reservation via Expedia’s website, itinerary number [redacted] Flights were with [redacted] departing Saginaw, Michigan to Gainesville, Florida on July 31, 2015, and returning on August 3, The hotel reservation was for [redacted] Gainesville in Gainesville, Florida, checkion July 31, and checking-out on August 3, Our records show that this matter was resolvedOn July 27, 2015, a refund of $for the hotel component of the package was processed to the customer’s original form of paymentOn September 16, 2015, we contacted [redacted] on the customer’s behalf and can confirm [redacted] processed full refunds of the tickets on July 31, 2015, to the customer’s original form of payment 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, Britt M [redacted] Tier Customer Service
January 13, 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] is complaining regarding bait and switchOn January 6, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 5, 2017, an agent assisted the customer book a hotel reservation at the La Playa Carmel with two room’s chedate January 24, 2017, check-out January 28, 2017, via itinerary number [redacted] The customer is stating Expedia did not provide the correct room type for each reservation Upon further researching this matter, on January 5, 2017, the customer self-canceled the reservationsExpedia refunded the customer in the amount of $2,back on to the original form of paymentThe time it takes for a refund such as this to appear onto the customer’s account depends upon the time it takes their credit card company or bank to process the refund, generally 3-business days Expedia was able to review the call recording for January 5, The customer did request an Ocean View for each room; however Expedia booked a Standard room for each room Expedia strives to provide the highest level of customer serviceExpedia regret that your recent experience did not live up to that expectation Expedia will ensure that the representative you spoke with will be coached appropriately We have provided your comments to our management team in an effort to improve overall customer experience, processes, and additional agent training We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
May 24, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationAs Expedia does not administer nor outline the coverage of the insurance policy, we cannot dictate the definitions of a covered serviceAt the time of Ms [redacted] booking, the Terms and Conditions regarding the insurance policy and a detailed description of the plan coverage is clearly stated and she may also access the coverage on her Expedia itineraryAt this time, we are requesting the customer submit her insurance claim number so we may contact the insurance provider on her behalfThe 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 Ms [redacted] furtherAgain, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
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 flight We understand [redacted] is requesting a refund Upon further research, we are unable to locate an Expedia account related to [redacted] complaintWe respectfully request that [redacted] provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address [redacted] concerns If 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: Once again expedia is not addressing the issues at hand with expedia and the promises made by the reps to refund the hotel and the abilty to move me when I was in Dr I was completely ignored by expedia reps wearing expedia shirts I was reassured by expedia prior to my stay that they will stand by the booking and help So what does expedia do just let me book and that it I could do that myself I overpaid and here is the proof including my passport Cancelling one flight has nothing to do with the mistake made on the hotel booking and the extra money I paid and ruined vacation when I was promised to be moved I have bank records , emails , pictures and receipts I'm very upset this is my hardworked money , time and not mention how sick I am dealing with this and the lack of empathy and help Please see receipts attached I've spoken to many reps and I know they try but this has to come from higher up PLEASE PLEASE HELP how can this go on this long Sincerely, [redacted]