Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered Expedia has reviewed all documentation and all call recordings The customer contacted Expedia requesting to change the flights; however, the customer declined to pay the total cost for both airlines 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 Airlines and American Airlines are the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card) Expedia cannot waive these fees Expedia has provided the customer with three options: Keep the original tickets as is; tickets are active for travel on August 19, If the customer does not take the flights, the airline will consider the tickets as lost value The customer must pay the change fee of $per person; plus any fare difference with JetBlue Airlines and buy new tickets with American Airlines The tickets with American Airlines will be considered as a lost value Cancel both tickets, however tickets are nonrefundable Will have credit in the amount of $per person with JetBlue for year of issue date June 8, and pay the change fee of $per person; plus any fare differenceBuy new tickets for the correct dates and routing The customer did purchase the Expedia Stress Free and Trade Flight Protection; however in order for the customer to qualify for a full refund, the customer must contact Aon Affinity at 1-800-954- The customer can view the covered reason on the itinerary and how to file a claim with Aon Affinity 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
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 We understand [redacted] is requesting to rebook her flight using her flight credit 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
August 4, 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 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 December 20, 2014, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from Kansas City, Missouri to Los Cabos, Mexico and a five-night stay at the [redacted] from February 28, 2015, through March 5, We understand from Mr [redacted] complaint that he was unable to make his flight to Los Cabos because his flight had been canceled due to bad weatherMr [redacted] says that he has attempted unsuccessfully to obtain a refund for the unused hotel reservation While we do not view this complaint as something Expedia is responsible for, because we value Mr [redacted] as a customer and regret the experience that he reports, we have already undertaken an exception to resolve his complaint A refund in the full amount of $was issued to his original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly the credit card company processes refunds 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
November 23, 2015Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationWe understand the customer is requesting to change her reservationOn November 20, 2015, we contact Ms [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumerOur records indicate on September 28, 2015, The customer self-booked a flight reservation using Expedia.com website The flight is operated by JetBlue Airways and scheduled to depart on December 15, 2015, from Providence, Rhode Island to Orlando, Florida and return from Orlando, Florida to Providence, Rhode Island on December 20, 2015.We can confirm Ms [redacted] contacted Expedia on November 9, 2015, stating that due to a site error, the incorrect departure airport city was reservedOur customer service representative advised the customer we were unable to change the departure city without charging a penalty feeIn addition, this reservation was booked by the customer and or an authorized user of the accountWe have no record of any site errors occurring on the booking date.Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs JetBlue Airways was the merchant of record and the company that charged your credit card, we have to abide by their rules and regulationsBased on these fare rules, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedDue to the flights being accepted at the time of purchase, as well as the full terms and conditions, we are unable to honor Ms [redacted] request to change her outbound flight without charging a change penalty.Expedia strives to provide the highest level of customer service, and we regret Ms [redacted] recent experience did not live up to that expectation We have encounter a high volume of disconnect calls due to agents having to utilize a second line in contacting the vendorThe customer’s feedback will be forwarded to the appropriate department for further review.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,Hayden J [redacted] Tier Customer Service
April 6, 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 January 24, 2016, Ms [redacted] booked an Expedia Vacation Package which included roundtrip flights from [redacted] to StThomas, [redacted] and an eight-night stay at the [redacted] from June 29, 2016, through July 7, Ms [redacted] also purchased travel insurance for this package We understand from Ms [redacted] complaint that she has since canceled the package and received a full refund for the lodging portion of the package as well as the insuranceShe has yet to be refunded for the air fare and is requesting that $3,291.56, be returned to her The services provided by Expedia are that of a third party intermediary, the airline; in this case Jetblue, is the merchant of record (i.ethe company who charged the customer’s credit card) and as such accepted the funds for Ms [redacted] purchaseShe will also see the airlines name in the transaction information of her credit card statementAs Jetblue was the merchant of record, they are also the party to process any appropriate refunds to Ms [redacted] Expedia does not have access to transaction numbers for charges and refunds not processed by our companyWe regret that we are unable to offer Ms [redacted] a more satisfactory response to her inquiry; however on April 1, 2016, Expedia has processed the refund in our internal system and it is now the airline who will issue the refund to Ms [redacted] original form of paymentMost airlines request at least two billing cycles for refunds to appear on the customer’s credit card statementWe regret any inconvenience caused by this matter 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
January 26, 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 requesting a refundOn January 16, 2017, we received receipt of the Revdex.com complaint Our records reflect on August 13, 2016, the customer self-booked a package reservation for [redacted] ***, [redacted] and [redacted] Travel was on United Airlines, departing on December 16, 2016, from Newark, New Jersey to Punta Cana, Dominican Republic; and returning on December 23, 2016, from Punta Cana, Dominican Republic to Newark, New JerseyThe package included a hotel stay at The Reserve at Paradisus Punta Cana Resort-All InclusiveThe customer is stating they contacted Expedia to add an additional person to the hotel reservationThe customer is stating that Expedia advised that the hotel would not charge an additional person fee; however the customer was charged for the additional person Upon further researching this matter, we can confirm on October 27, 2016, the customer contacted Expedia to add additional person to the hotel reservationExpedia contacted the hotel; they advised there would be no additional charge for the extra person On December 21, 2016, the customer contacted Expedia via email advising that the hotel charge them for the additional person in the amount of $ 1,and requested the refund In reviewing the customer’s account, on January 20, 2017, Expedia process the refund in the amount of $1,back onto the customer’s original form of payment Since this matter was resolved on January 20, 2017, Expedia considers this matter as closed 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:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Hello An Update since a responded via your Revdex.com platform earlier this evening 1) please know I was never asking for a refund- but a flight voucher- much like any client who is involuntarily bumped off a flight 2) I called Expedia- I spoke with Rodrego ***- corporate call center manager Case # [redacted] I explained the whole story (twice)- how Expedia changed the flight- the agent's name and time After some convincing, he offered a $coupon to my account which I can use for future travel I did not accept the response through the Revdex.com from Expedia- I DO accept Rodrego's solution for the $ I thank you [redacted] for your serviceat this point with the $coupon- good through 10-31- 17- I do considered this resolved Have a good daySincerely, [redacted]
January 28, 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 hotel reservation We understand the customer is requesting a refund for their hotel reservationOn January 28, 2016, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint; however the call was routed to voicemail Our records indicate on November 30, 2015, the customer self-booked a hotel reservation using Expedia’s website, itinerary number [redacted] The hotel reservation was for The [redacted] in [redacted] , [redacted] , checking in on January 16, and checking out on January 18, We can confirm the customer contacted Expedia on January 16, to cancel the reservation and seek a refundOur records show that this matter was resolvedAs the reservation was a prepaid reservation, Expedia needed to gain authorization from the property to processes the refundOn January 27, 2016, Expedia advocated on behalf of the customer with the hotel and a full refund of $was processed to the customer’s original form of payment We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Britt M [redacted] Tier Customer Service
June 1, Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to addressthe comments and concerns which have been brought to our attention Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia, Incisresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted] )regarding Expedia Loyalty Points Weunderstand Ms [redacted] is requesting the return of Loyalty Points previously transferredto a travel couponOn June 1, we attempted to contact the customer toacknowledge receipt of their Revdex.com complaintOur records indicateon May 3, the customer redeemed Expedia Loyalty Rewards points for a$Expedia travel coupon with the intent to apply the coupon to a packageflight / hotel booking The travelcoupon would not properly apply to the itinerary and while the customercontacted Expedia for assistance, the coupon was never able to be applied tothe booking The customer has requestedthe coupon be deactivated and the points be restored to her loyalty account OnJune 1, Expedia has met the customer’s request The Expedia Travel Coupon has beendeactivated and the Loyalty points have been manually re-added to heraccount for future use In addition, Asa courtesy, we have provided her online Expedia account with a $ExpediaTravel Coupon that can be redeemed toward the future purchase of an ExpediaSpecial Rate Hotel either as a standalone reservation or in a Vacation Package.The coupon is valid for one year from the date of issue and is immediatelyaccessible within your account under the email address [redacted] @gmail.comWe hope she will allow us the opportunity to improve upon her experience inthe future We thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] ***Tier CustomerService
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 meThank you for the integral part you played in resolving this issueIt would not have been without youMuch appreciated!!Sincerely, [redacted]
September 11, 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 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
Complaint: [redacted] I am rejecting this response because THANK YOU WHEN THEY ARE GOING TO GIVE ME THE DISCOUNT OF 100.00? THEY DIDN'T CONTACT ME ABOUT THIS: have provided the customer’s online Expedia account with a $Expedia Travel Coupon HOW CAN I SEE THIS CARD BECAUSE I WANT TO TRAVEL FOR CHRISTMASSincerely, [redacted]
May 2, 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 refund requestWe understand Ms [redacted] is requesting the flight insurance policy on a recent itinerary be refunded as she did not agree to purchase it While Expedia does have a policy not to refund insurance after travel, as a one-time courtesy we will be happy to assist the customer and refund the $ While Ms [redacted] did not provide an itinerary number and the email she provided also did not return any flight itineraries, we did locate Itinerary # [redacted] under the email address [redacted] @gmail.com which did have a flight insurance policy attached that matched the amount she has ask to be refunded On May 2, Expedia has processed the courtesy refund in the amount of $back to the customer’s original form of payment The amount of time it takes for the credit to be available depends upon how quickly her bank processes refunds 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
January 25, 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 duplicate flight bookings resulting in two charges Our records indicate this complaint is currently being handled by Expedia’s Tier Customer Service Department and Mr [redacted] will be contacted shortly with a resolutionThe customer may use Case # [redacted] when contacting Expedia with any further questions We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address [redacted] concerns We have reviewed our records and could not locate an email regarding the dispute of the Best Price Guarantee denialHowever, as we appreciate the customer’s continued business, Expedia has processed a refund in the amount of $for the difference claimed in the Best Price Guarantee submissionThe refund will reflect on the customer’s statement within five to seven business days from today’s date The customer will not receive the $coupon, as the customer account is only a single use account and per the terms and conditions of the program, the account does not qualify for the coupon 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
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
Complaint: [redacted] I am rejecting this response because: I would like to reopen my Complaint ID # [redacted] First of all, I was told by Revdex.com, that I would have days to reply to Expedia after they submitted their resolutionI received a notification from Revdex.com, that Expedia commented on my complain on July Today is July 13, but my Complaint ID # [redacted] has been closed by Revdex.comI thought I had more daysSecondly, I'm completely unsatisfied with Expedia's generic reply to my complaintExpedia wanted my business when I purchased the trip, but they are not willing to accept accountability for the issues that are of their faultAny decent business takes it upon themselves to notify their customers of any changes to their reservations, that may result in penalties or extra charges for the customers, but not ExpediaInstead of accepting responsibility for the fact that they failed to notify me about the change in my morning flight, Expedia first sent me to [redacted] (that btw, sent me back to Expedia) and now they are trying to make me responsible for their negligenceFirst of allI didn’t book my trip with [redacted] and I didn’t take my business to [redacted] I took it to Expedia, which I though was an ethical service provider, so why should I be dealing with [redacted] now? Finally, nowhere in my travel confirmation that Expedia e-mailed me on Feb 27, there was a line, that EXPLICITLY stated that my itinerary can potentially change and EXPLICITLY advised me to check my reservation before departureInstead, it said: “Your reservation is booked and confirmedThere is no need to call us to reconfirm this reservation.” On top of these, Expedia Customer Service Reps are completely untrained and unprepared to handle complains like mineI wasted minutes of my vacation time on the phone with Expedia customer services rep, that needed to speak to his supervisor after every question that I had asked himWhat a terrible experience!! Sincerely, [redacted]
November 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 customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com case number [redacted] ) regarding car insuranceOur records indicate on September 24, 2015, the customer booked a car insurance reservation in the amount of $itinerary [redacted] And on October 15, 2015, a car insurance reservation in the amount of $itinerary [redacted] We understand from the complaint, the customer is requesting an additional refundUpon receipt of the Revdex.com submission, we have verified the customer contacted Expedia requesting a refund for car insurance due to a prior miscommunicationOn October 23, 2015, itinerary [redacted] and [redacted] were refunded in full back to the customer’s original form of paymentAt this time we are requesting the customer please provide a copy of the third itinerary number associated with the third charge of insuranceThe 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 assist furtherWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S.Tier Customer Service
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
Complaint: I am rejecting this response because: I spoke with American Airlines and they said that the flight was none existent due to the government in the area only allowing flight per day from StThomas They also said that they were not responsible for Expedia having the flight still showing on their website As stated in my original complaint I checked Expedia some days after I returned home only to see the same flight being offered A flight that was none existent Again the flight was not cancelled due to weather because the hurricane had past about weeks earlier The flight never existed because the government was only allowing one flight per day from StThomas, the only flight being allowed was # If someone would actually take the time and research this, they would find that I am right and the option to book the flight should have never been on the website The customer always takes the hit in these circumstances while multi-million dollar companies skate by under the shadow of nature I had to encore extra charges to get back home to an ailing spouse with metastatic breast cancer My only other option for the flight that I was scheduled on to be honored would have been to stay in StThomas until October I guess if I had done that then I would be fighting to be reimburse for logging's and lost wages from work Sincerely, Leneard Rabsatt
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered Expedia has reviewed all documentation and all call recordings The customer contacted Expedia requesting to change the flights; however, the customer declined to pay the total cost for both airlines 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 Airlines and American Airlines are the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card) Expedia cannot waive these fees Expedia has provided the customer with three options: Keep the original tickets as is; tickets are active for travel on August 19, If the customer does not take the flights, the airline will consider the tickets as lost value The customer must pay the change fee of $per person; plus any fare difference with JetBlue Airlines and buy new tickets with American Airlines The tickets with American Airlines will be considered as a lost value Cancel both tickets, however tickets are nonrefundable Will have credit in the amount of $per person with JetBlue for year of issue date June 8, and pay the change fee of $per person; plus any fare differenceBuy new tickets for the correct dates and routing The customer did purchase the Expedia Stress Free and Trade Flight Protection; however in order for the customer to qualify for a full refund, the customer must contact Aon Affinity at 1-800-954- The customer can view the covered reason on the itinerary and how to file a claim with Aon Affinity 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
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 We understand [redacted] is requesting to rebook her flight using her flight credit 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
August 4, 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 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 December 20, 2014, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from Kansas City, Missouri to Los Cabos, Mexico and a five-night stay at the [redacted] from February 28, 2015, through March 5, We understand from Mr [redacted] complaint that he was unable to make his flight to Los Cabos because his flight had been canceled due to bad weatherMr [redacted] says that he has attempted unsuccessfully to obtain a refund for the unused hotel reservation While we do not view this complaint as something Expedia is responsible for, because we value Mr [redacted] as a customer and regret the experience that he reports, we have already undertaken an exception to resolve his complaint A refund in the full amount of $was issued to his original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly the credit card company processes refunds 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
November 23, 2015Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationWe understand the customer is requesting to change her reservationOn November 20, 2015, we contact Ms [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumerOur records indicate on September 28, 2015, The customer self-booked a flight reservation using Expedia.com website The flight is operated by JetBlue Airways and scheduled to depart on December 15, 2015, from Providence, Rhode Island to Orlando, Florida and return from Orlando, Florida to Providence, Rhode Island on December 20, 2015.We can confirm Ms [redacted] contacted Expedia on November 9, 2015, stating that due to a site error, the incorrect departure airport city was reservedOur customer service representative advised the customer we were unable to change the departure city without charging a penalty feeIn addition, this reservation was booked by the customer and or an authorized user of the accountWe have no record of any site errors occurring on the booking date.Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs JetBlue Airways was the merchant of record and the company that charged your credit card, we have to abide by their rules and regulationsBased on these fare rules, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedDue to the flights being accepted at the time of purchase, as well as the full terms and conditions, we are unable to honor Ms [redacted] request to change her outbound flight without charging a change penalty.Expedia strives to provide the highest level of customer service, and we regret Ms [redacted] recent experience did not live up to that expectation We have encounter a high volume of disconnect calls due to agents having to utilize a second line in contacting the vendorThe customer’s feedback will be forwarded to the appropriate department for further review.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,Hayden J [redacted] Tier Customer Service
April 6, 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 January 24, 2016, Ms [redacted] booked an Expedia Vacation Package which included roundtrip flights from [redacted] to StThomas, [redacted] and an eight-night stay at the [redacted] from June 29, 2016, through July 7, Ms [redacted] also purchased travel insurance for this package We understand from Ms [redacted] complaint that she has since canceled the package and received a full refund for the lodging portion of the package as well as the insuranceShe has yet to be refunded for the air fare and is requesting that $3,291.56, be returned to her The services provided by Expedia are that of a third party intermediary, the airline; in this case Jetblue, is the merchant of record (i.ethe company who charged the customer’s credit card) and as such accepted the funds for Ms [redacted] purchaseShe will also see the airlines name in the transaction information of her credit card statementAs Jetblue was the merchant of record, they are also the party to process any appropriate refunds to Ms [redacted] Expedia does not have access to transaction numbers for charges and refunds not processed by our companyWe regret that we are unable to offer Ms [redacted] a more satisfactory response to her inquiry; however on April 1, 2016, Expedia has processed the refund in our internal system and it is now the airline who will issue the refund to Ms [redacted] original form of paymentMost airlines request at least two billing cycles for refunds to appear on the customer’s credit card statementWe regret any inconvenience caused by this matter 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
January 26, 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 requesting a refundOn January 16, 2017, we received receipt of the Revdex.com complaint Our records reflect on August 13, 2016, the customer self-booked a package reservation for [redacted] ***, [redacted] and [redacted] Travel was on United Airlines, departing on December 16, 2016, from Newark, New Jersey to Punta Cana, Dominican Republic; and returning on December 23, 2016, from Punta Cana, Dominican Republic to Newark, New JerseyThe package included a hotel stay at The Reserve at Paradisus Punta Cana Resort-All InclusiveThe customer is stating they contacted Expedia to add an additional person to the hotel reservationThe customer is stating that Expedia advised that the hotel would not charge an additional person fee; however the customer was charged for the additional person Upon further researching this matter, we can confirm on October 27, 2016, the customer contacted Expedia to add additional person to the hotel reservationExpedia contacted the hotel; they advised there would be no additional charge for the extra person On December 21, 2016, the customer contacted Expedia via email advising that the hotel charge them for the additional person in the amount of $ 1,and requested the refund In reviewing the customer’s account, on January 20, 2017, Expedia process the refund in the amount of $1,back onto the customer’s original form of payment Since this matter was resolved on January 20, 2017, Expedia considers this matter as closed 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:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Hello An Update since a responded via your Revdex.com platform earlier this evening 1) please know I was never asking for a refund- but a flight voucher- much like any client who is involuntarily bumped off a flight 2) I called Expedia- I spoke with Rodrego ***- corporate call center manager Case # [redacted] I explained the whole story (twice)- how Expedia changed the flight- the agent's name and time After some convincing, he offered a $coupon to my account which I can use for future travel I did not accept the response through the Revdex.com from Expedia- I DO accept Rodrego's solution for the $ I thank you [redacted] for your serviceat this point with the $coupon- good through 10-31- 17- I do considered this resolved Have a good daySincerely, [redacted]
January 28, 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 hotel reservation We understand the customer is requesting a refund for their hotel reservationOn January 28, 2016, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint; however the call was routed to voicemail Our records indicate on November 30, 2015, the customer self-booked a hotel reservation using Expedia’s website, itinerary number [redacted] The hotel reservation was for The [redacted] in [redacted] , [redacted] , checking in on January 16, and checking out on January 18, We can confirm the customer contacted Expedia on January 16, to cancel the reservation and seek a refundOur records show that this matter was resolvedAs the reservation was a prepaid reservation, Expedia needed to gain authorization from the property to processes the refundOn January 27, 2016, Expedia advocated on behalf of the customer with the hotel and a full refund of $was processed to the customer’s original form of payment We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Britt M [redacted] Tier Customer Service
June 1, Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to addressthe comments and concerns which have been brought to our attention Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia, Incisresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted] )regarding Expedia Loyalty Points Weunderstand Ms [redacted] is requesting the return of Loyalty Points previously transferredto a travel couponOn June 1, we attempted to contact the customer toacknowledge receipt of their Revdex.com complaintOur records indicateon May 3, the customer redeemed Expedia Loyalty Rewards points for a$Expedia travel coupon with the intent to apply the coupon to a packageflight / hotel booking The travelcoupon would not properly apply to the itinerary and while the customercontacted Expedia for assistance, the coupon was never able to be applied tothe booking The customer has requestedthe coupon be deactivated and the points be restored to her loyalty account OnJune 1, Expedia has met the customer’s request The Expedia Travel Coupon has beendeactivated and the Loyalty points have been manually re-added to heraccount for future use In addition, Asa courtesy, we have provided her online Expedia account with a $ExpediaTravel Coupon that can be redeemed toward the future purchase of an ExpediaSpecial Rate Hotel either as a standalone reservation or in a Vacation Package.The coupon is valid for one year from the date of issue and is immediatelyaccessible within your account under the email address [redacted] @gmail.comWe hope she will allow us the opportunity to improve upon her experience inthe future We thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] ***Tier CustomerService
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 meThank you for the integral part you played in resolving this issueIt would not have been without youMuch appreciated!!Sincerely, [redacted]
September 11, 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 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
Complaint: [redacted] I am rejecting this response because THANK YOU WHEN THEY ARE GOING TO GIVE ME THE DISCOUNT OF 100.00? THEY DIDN'T CONTACT ME ABOUT THIS: have provided the customer’s online Expedia account with a $Expedia Travel Coupon HOW CAN I SEE THIS CARD BECAUSE I WANT TO TRAVEL FOR CHRISTMASSincerely, [redacted]
May 2, 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 refund requestWe understand Ms [redacted] is requesting the flight insurance policy on a recent itinerary be refunded as she did not agree to purchase it While Expedia does have a policy not to refund insurance after travel, as a one-time courtesy we will be happy to assist the customer and refund the $ While Ms [redacted] did not provide an itinerary number and the email she provided also did not return any flight itineraries, we did locate Itinerary # [redacted] under the email address [redacted] @gmail.com which did have a flight insurance policy attached that matched the amount she has ask to be refunded On May 2, Expedia has processed the courtesy refund in the amount of $back to the customer’s original form of payment The amount of time it takes for the credit to be available depends upon how quickly her bank processes refunds 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
January 25, 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 duplicate flight bookings resulting in two charges Our records indicate this complaint is currently being handled by Expedia’s Tier Customer Service Department and Mr [redacted] will be contacted shortly with a resolutionThe customer may use Case # [redacted] when contacting Expedia with any further questions We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address [redacted] concerns We have reviewed our records and could not locate an email regarding the dispute of the Best Price Guarantee denialHowever, as we appreciate the customer’s continued business, Expedia has processed a refund in the amount of $for the difference claimed in the Best Price Guarantee submissionThe refund will reflect on the customer’s statement within five to seven business days from today’s date The customer will not receive the $coupon, as the customer account is only a single use account and per the terms and conditions of the program, the account does not qualify for the coupon 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
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
Complaint: [redacted] I am rejecting this response because: I would like to reopen my Complaint ID # [redacted] First of all, I was told by Revdex.com, that I would have days to reply to Expedia after they submitted their resolutionI received a notification from Revdex.com, that Expedia commented on my complain on July Today is July 13, but my Complaint ID # [redacted] has been closed by Revdex.comI thought I had more daysSecondly, I'm completely unsatisfied with Expedia's generic reply to my complaintExpedia wanted my business when I purchased the trip, but they are not willing to accept accountability for the issues that are of their faultAny decent business takes it upon themselves to notify their customers of any changes to their reservations, that may result in penalties or extra charges for the customers, but not ExpediaInstead of accepting responsibility for the fact that they failed to notify me about the change in my morning flight, Expedia first sent me to [redacted] (that btw, sent me back to Expedia) and now they are trying to make me responsible for their negligenceFirst of allI didn’t book my trip with [redacted] and I didn’t take my business to [redacted] I took it to Expedia, which I though was an ethical service provider, so why should I be dealing with [redacted] now? Finally, nowhere in my travel confirmation that Expedia e-mailed me on Feb 27, there was a line, that EXPLICITLY stated that my itinerary can potentially change and EXPLICITLY advised me to check my reservation before departureInstead, it said: “Your reservation is booked and confirmedThere is no need to call us to reconfirm this reservation.” On top of these, Expedia Customer Service Reps are completely untrained and unprepared to handle complains like mineI wasted minutes of my vacation time on the phone with Expedia customer services rep, that needed to speak to his supervisor after every question that I had asked himWhat a terrible experience!! Sincerely, [redacted]
November 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 customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com case number [redacted] ) regarding car insuranceOur records indicate on September 24, 2015, the customer booked a car insurance reservation in the amount of $itinerary [redacted] And on October 15, 2015, a car insurance reservation in the amount of $itinerary [redacted] We understand from the complaint, the customer is requesting an additional refundUpon receipt of the Revdex.com submission, we have verified the customer contacted Expedia requesting a refund for car insurance due to a prior miscommunicationOn October 23, 2015, itinerary [redacted] and [redacted] were refunded in full back to the customer’s original form of paymentAt this time we are requesting the customer please provide a copy of the third itinerary number associated with the third charge of insuranceThe 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 assist furtherWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S.Tier Customer Service
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
Complaint: I am rejecting this response because: I spoke with American Airlines and they said that the flight was none existent due to the government in the area only allowing flight per day from StThomas They also said that they were not responsible for Expedia having the flight still showing on their website As stated in my original complaint I checked Expedia some days after I returned home only to see the same flight being offered A flight that was none existent Again the flight was not cancelled due to weather because the hurricane had past about weeks earlier The flight never existed because the government was only allowing one flight per day from StThomas, the only flight being allowed was # If someone would actually take the time and research this, they would find that I am right and the option to book the flight should have never been on the website The customer always takes the hit in these circumstances while multi-million dollar companies skate by under the shadow of nature I had to encore extra charges to get back home to an ailing spouse with metastatic breast cancer My only other option for the flight that I was scheduled on to be honored would have been to stay in StThomas until October I guess if I had done that then I would be fighting to be reimburse for logging's and lost wages from work Sincerely, Leneard Rabsatt