Complaint: [redacted] I am rejecting this response because: it is not resolved yetMy email used to book the trip was [redacted] And the itinerary number is [redacted] Please let me know if anything else is neededSincerely, [redacted]
August 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationUpon receipt of the Revdex.com submission, we were able to verify on June 4, 2015, the customer attempted to book a flight reservationPlease accept our apologies in regards to the difficulties they may have encounteredWe regret any inconvenience that may have occurred and would like to assure Mr [redacted] that his business is important to usAs Expedia.com is an online travel website, we give the customer the capability to choose the dates, flights, and airlines of their choice though the actual cost of the airline ticket is charged by the carrier directly, not ExpediaThe Expedia website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the availability will changeThe change can occur at any time during the booking process; so it may appear that flights are available however at the time the credit card information is entered, the updates or changes would appearWe have given the matter our full consideration, however, as Expedia is not the merchant of record, we are unable to provide the refund requestedAgain, 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
June 30, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand [redacted] is requesting a refundJune 23, 2017, we received receipt of the Revdex.com complaint Our records reflect on June 7, 2017, the customer self-booked a flight reservationTravel was on Hahn Air operated by Peruvian Airlines, departing June 10, 2017, from Lima, Peru to Cusco, Peru; and returning on June 12, 2017, from Cusco, Peru to Lima, Peru, via itinerary number [redacted] The customer is stating that the airline canceled the flight; however the customer has not received the full refund Upon further researching this matter, we can confirm on June 13, 2017, the customer contacted Expedia advising that they received an email from the airline stating that the flight was canceledExpedia contacted the airline, they advised that the customer was marked as a no show and would not authorize the refund Expedia contacted Hahn Air again on behalf of the customer; they advised that they are reviewing the customer’s requestOnce the airline responds to Expedia, we will update the Revdex.com/customer regarding the refund request 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 providersEach airline has its own specific set of policies and procedures, as does each ticket purchased or package reservedHahn Air was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this reservationWe hope the customer understand we must abide by the terms and conditions set forth by travel providers such as Hahn Air 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
June 20, 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] Please thank him for providing the requested information for refund considerationWe are pleased to confirm that we processed a refund request in the amount of $to his original form of paymentRefunds like this usually take 3-business days to post depending on how quickly the credit card company processes refundsWe regret any inconvenience related to 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
June 11, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Ms [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered As mentioned in our previous response, Expedia communicated with the hotel on behalf of the customer and a refund was not authorized by the hotel’s representativeExpedia 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 we must adhere to the policies dictated by the hotel Upon further research we have verified that a notification of the hotel’s upcoming construction was not received by Expedia prior to the customer’s stayWhile we regret Ms [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, we are unable to honor her request for a refund We thank you for allowing us the opportunity to address the issues, brought to our attentionAs no new information has been provided about the issue, we respectfully request the Revdex.com close this case Sincerely, [redacted] Tier Customer Service
Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address Mr [redacted] concerns As previously advised, on March 1, 2017, Expedia was able to review the customer’s booking session that was made on February 1, During the booking path on our website, it was disclosed that the vendor may charge the customer for the liability insurance, which may be required in certain locationsThe rules and restrictions were provided to the customer before and after the booking was completed The emailed confirmation that was sent to the customer did also provide the customer with the information for the requirements for the vendor’s requirements for the insurance Expedia cannot issue the refund and request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
May 10, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Mr [redacted] is requesting a refund On April 18, we received the receipt of his Revdex.com complaint Our records reflect on February 5, 2016, the customer self-booked two reservations The first on was a package reservation for [redacted] and [redacted] , using Expedia.com Travel was on Spirit Airlines, departing on April 11, 2016, from Atlanta, Georgia to Cancun, Mexico; returning on April 14, 2016, from Cancun, Mexico to Atlanta, Georgia A hotel stay at The Grand Lifestyle at Grand Oasis Cancun-All Inclusive, chedate April 11, 2016, check-out date April 14, The second was a roundtrip ground transportation at the Cancun Mexico Airport, starting on April 11, The customer is stating due to an airline schedule change, his flight was canceled by the airline, and the customer has received his refund for the flight; however not for the hotel and shuttle From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers Upon further researching this matter, we can confirm on April 11, 2016, the customer contacted Expedia, advising that he needed to cancel the hotel and the shuttle due to airline schedule change Our agent contacted the hotel, however the hotel was closed Our agent, contacted the vendor for the shuttle, however was not able to speak to anyoneOur agent advised the customer, will need to contact him back once Expedia is able to contact both vendors, the customer understood On April 15, 2016, the customer contacted Expedia, inquiring about his refund Our agent advised the customer, Expedia is still waiting on authorizations from the vendorsThe customer, requested a supervisor Our agent transferred the customer to a supervisor; however the customer was no longer on the line The supervisor did contact the customer back; however the customer was not available On April 19, 2016, the customer sent an email to Expedia, inquiring about his refund and requesting a direct number to contact Expedia On that same day, Expedia replied to the customer advising him to contact our customer service department and provided the phone number In reviewing Mr***’s account, the customer did not purchase the travel protection for his itineraries On May 10, 2016, Expedia was able to confirm the hotel did not charge for the booking Expedia did contact the vendor for the shuttle service; they advised they marked the customer as a no show and will not authorize the refund Since the hotel has not charged for the hotel booking, Expedia will process a refund in the amount of $ As a one-time courtesy, due to the airline schedule change, Expedia will refund the shuttle in the amount of $ The timeframe for the refund will be to business days 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
Hello Revdex.com,I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case:Customer Complaint:The customer states she was told by Expedia they could not modify the departure date and that there was no way to change the reservation based on their contractIn the complaint filed, the customer mentioned she has called the hotel directly who advised they can give Expedia approval to change the reservation if they receive an email request from ExpediaOnce the hotel has the email request, the hotel will send Expedia written approval for this departure date change and written confirmation they will not bill Expedia for the last two nights The customer originally requested to change her departure date from January 3, to January 1, Since this date has already passed, the customer is requesting a refund for the last two nights of her reservation, totaling $1,USDFindings:According to our records, on January 3, 2015, the hotel has confirmed that they have only charged Expedia for four nights of the reservation and approved a refund for the last two nights Resolution: Because we have received verification from the property approving a refund, on January 5, 2016, I have issued a refund for the last two nights of the reservationThis refund, in the amount of $1,USD, will process within hours and will return to the form of payment, used at the time of booking, within 3-days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Mathew K.Customer Relations Specialist
Complaint: [redacted] I am rejecting this response because: There is no resolution and answer of the posted questions, however I appreciate and thank Revdex.com for the support of addressing this matter Sincerely, [redacted]
September 28, 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 hotel reservation We understand the customer is requesting a refund due to our Best Price GuaranteeOn September 28, 2015, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaintThe customer could not be reached and a voicemail was left Our records indicate on September 9, 2015, the customer self-booked a hotel reservation, itinerary number [redacted] , on Expedia websiteHotel stay was at the [redacted] , a C-Two Hotel in San Francisco, California, for cheon September 10, 2015, and check-out on September 17, We can confirm the customer contacted us via email on September 9, 2015, regarding the best price guarantee and the claim was denied Per the terms & conditions of Expedia’s Best Price Guarantee, for the lower price to be honored, both bookings must match up apples-to-apples (same hotel/dates/room type/booking type & cancellation policy) After reviewing the screenshot the customer submitted within the Best Price Guarantee claim, all required information (such as the hotel’s cancellation policy and the full price including taxes and fees) is was not provided and therefore do did not qualifyWe stand by our previous decision and will not be honoring the customer’s Best Price Guarantee claim The full terms and conditions of Expedia’s Best Price Guarantee can be reviewed at any time by clicking: http://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg 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
Complaint: [redacted] I am rejecting this response because: Expedia claims that a $refund was given, to the account I used in booking the trip, and even sent me a "receipt email" listing the "refund details" including the date of supposed refund 6/16/16, that it was to a visa and the cardholder name In reality, there has been no refund posted to my cardI even waited a full business say to reply in hopes that it would postExpedia has claimed falsely to have actually refund any of my money.Sincerely, [redacted] ***
June 27, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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] * [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationOur records indicate that on February 9, 2017, the customer self-booked a package reservation, along with travel insurance, through the Expedia.com websiteTravel was with United Airlines and accommodations were at the [redacted] We understand from the complaint the customer is requesting a refundAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedUnited Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaExpedia 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 screenThe travel Insurance as noted in the Plan Coverage tab, Expedia only covers pre-trip cancellation as follows: Change or Cancel for Any Reason The Policyholder Vacation Waiver helps protect you against life’s unexpected occurrencesYour group is allowed to change or cancel your trip for any reason one (1) time prior to the scheduled start time [redacted] of your trip without being charged any change or cancellation feesIf canceling, any monies paid will be returned to the customer who booked the travel except the cost of published airfare, which may be made available as a credit for future travel[redacted] Note: The waiver is valid once you have paid the appropriate waiver cost and your booking is confirmed**For a published air ticket, credit may be issued per applicable airline policies less airline change fees, and Policyholder will absorb the change feesThe actual airfare could be higher at the time of rebooking; in that event the price differential would be your responsibilityYou are allowed to change or cancel your trip for any reason one (1) time prior to the start of your trip • You must call Policyholder Customer Service at 1-800-397-to cancel or change your vacation packageTerms & Conditions The Policyholder Vacation Waiver is valid for redemption only by the person(s) named on the voucherIt is not transferable, has no cash value, and may be redeemed only onceThe Policyholder Vacation Waiver must be purchased at the time of booking; waivers cannot be purchased after bookingThe redemption excludes the price of the Policyholder Vacation WaiverIf you change or cancel your trip for ANY REASON prior to the scheduled start time [redacted] of your trip, all package cancellation fees imposed by the Booking Agent will be waived, except the cost of Published Air During the booking process the website provides: • Tickets are nonrefundable and nontransferable• Please read the complete penalty rules for changes and cancellationsapplicable to this fare• View Cancellation Plan terms, conditions and plan sponsorsand • By selecting to complete this booking I acknowledge that I have read and accept the above Rules & Restrictions, Terms of Useand Privacy PolicyThe customer’s confirmed itinerary also states the insurance terms and conditionsOn April 26, 2017, Expedia processed a refund in the amount of $and on June 27, 2017, a refund in the amount of $On June 26, 2017, the customer was sent an email that details the airline creditAs we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requestedWe 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] Corporate Customer Service
July 25, 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 attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
March 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 Mr [redacted] (Revdex.com Case number [redacted] ) regarding a hotel reservation Our records indicate the customer self-booked a Hotel Collect reservation using the Expedia.com websiteAccommodations were at the [redacted] from March 11, 2016, to March 13, We understand from the complaint, the customer is requesting compensation due to a missing reservationAs this particular reservation was a Hotel Collect reservation, no money was charged to the customer by ExpediaOur system does provide documentation the hotel was sent notification: • FEB 05:PM PST However, we apologize for any inconvenience this may have causedOn March 7, 2016, the customer accepted a $Travel coupon which was provided to the customer’s Expedia accountIn addition, upon receipt, Expedia will refund the Alaska Air exchange fee that the customer incurred for exchanging his ticket creditWe 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
Complaint: [redacted] I am rejecting this response because: Expedia's response for sterile and incorrect They did address the fact that I had to call and remain on hold separate times to speak with anyone I was transferred many times, calls dropped and told to call back in hours Expedia took NO responsibility for the loss of the reservation, would not address the issue by assisting with a new reservation and left me in a strange city with no reservation at 7:at night The $coupon they offered was of no resolution or assistance I could not use it at the time when making a new reservation at another property The new reservation was made by phone and at a much higher rate than I had booked in advance with Expedia I also incurred additional costs to get to the new property as well as to my appointment the next day because the new property was further awayThis is not acceptable service and I expect to pursue this further Thank you for your assistance I would like to ensure that Expedia provides the service they offer or they should not be rated well with Revdex.com or any other customer watchdog service[redacted] Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Seven days later, and no refund was made and no confirmation that a refund from Azul Airlines is in progress A timeline of two billing cycles is not acceptable considering that the refund was requested five months agoAn expedited refund is the least that Expedia could provide Expedia didn’t mention the $insurance fee for which I also requested a refundThe Airline service was cancelled and I could have used the insurance service to help me with the return flight expensesHowever, I believed that I would receive the offered refund and I bought another return ticketIt has been months since I requested a refund and Expedia conveniently as a “third party company” doesn’t have a mechanism to make it happenWorst of all, If Expedia communicated with the airline on previous occasions about the issue, Expedia failed terribly doing its job as an intermediary not communicating with me, YOUR customer Sincerely, [redacted]
June 1, Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Revdex.com, Thank you for taking the time to contactExpedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us toaddress the comments and concerns which have been brought to ourattention Expedia, Incisdisheartened the customer felt their concerns were not resolved adequately byour company prior to seeking further actions from youExpedia, Incis responding to the consumercomplaint from [redacted] (Revdex.com case number [redacted] ) regarding a refundrequest We understand Mr [redacted] is expressing concerns regarding airline charges for seating assignmentchoice and airline flight change fees OnJune 1, we attempted to contact the customer to acknowledge receipt oftheir Revdex.com complaint Our records reflect the customer used ouronline self-service tool to book a flight reservation departing fromBaltimore, Maryland to Grand Rapids, Michigan via Chicago, Illinois, which hereports was interrupted by airline flight changes The flight pricing as well as the airline’srules and restrictions of the flight were agreed to upon payment submission,including the airline penalty of $per person for any changes orcancellation of the reservation With regards to the assigned seating, theairline retains total control over the seat selection and/or seat assignmentsfor all flight reservationsExpedia makes every effort to assign seats andpreferences to all of our customers, as we do recognize the importance ofreceiving preferred airline seatingRegrettably, there are times that we areunable to assign seats due to restrictions placed on the reservation by theairlineIn these circumstances, seats will only be assigned upon check-in.Customers can contact the airline directly at any time and occasionally, theairline will assign seats in advance; however a majority of the time, theairline will advise customers that they need to wait until the day ofdeparture, or the airlines may provide assigned seating, at their discretion,for an additional chargeExpedia.com serves as a third partyintermediary for travel providers such as airline vendors; as such we mustabide by and enforce the terms and conditions set forth by our partners, anddo not have the authority to override or to change their policies For all airlineflights, the airlines are the Merchant of Record for any financialtransaction, i.ethe company who charges the customer’s credit card As such, all requests for refunds, orcompensation for flight related issues, must be directed to theairlines Expediaregrets the customer’s flight reservation was affected by an airline schedulechange, and we hope that our relationship with the customer will not benegatively affected However, Expedia willbe unable to offer any compensation or consideration for this matterWe thank you for allowing us theopportunity to address the issues that were brought to our attention If you have any further questions orconcerns regarding this matter, please feel free to contact us Sincerely, [redacted] ***Tier Customer Service
November 4, 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 [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on July 21, 2016, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations were at the [redacted] Hotel from July 26, 2016, to July 27, We understand from the complaint, the customer is requesting a refundPlease note that Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, and we do not set any policiesWe hope the customer understands that we must adhere to the policies dictated by the hotelUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: • Cancellation and Change Policy: Non Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedCancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservationOn July 22, 2016, the customer contacted Expedia requesting a refundThe Expedia representative contacted the hotel directly on behalf of the customer and Expedia was advised that they denied to refund based on the hotel’s term and agreementsAs Expedia paid the hotel for this reservation and as we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requestedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: it is not resolved yetMy email used to book the trip was [redacted] And the itinerary number is [redacted] Please let me know if anything else is neededSincerely, [redacted]
August 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationUpon receipt of the Revdex.com submission, we were able to verify on June 4, 2015, the customer attempted to book a flight reservationPlease accept our apologies in regards to the difficulties they may have encounteredWe regret any inconvenience that may have occurred and would like to assure Mr [redacted] that his business is important to usAs Expedia.com is an online travel website, we give the customer the capability to choose the dates, flights, and airlines of their choice though the actual cost of the airline ticket is charged by the carrier directly, not ExpediaThe Expedia website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the availability will changeThe change can occur at any time during the booking process; so it may appear that flights are available however at the time the credit card information is entered, the updates or changes would appearWe have given the matter our full consideration, however, as Expedia is not the merchant of record, we are unable to provide the refund requestedAgain, 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
June 30, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand [redacted] is requesting a refundJune 23, 2017, we received receipt of the Revdex.com complaint Our records reflect on June 7, 2017, the customer self-booked a flight reservationTravel was on Hahn Air operated by Peruvian Airlines, departing June 10, 2017, from Lima, Peru to Cusco, Peru; and returning on June 12, 2017, from Cusco, Peru to Lima, Peru, via itinerary number [redacted] The customer is stating that the airline canceled the flight; however the customer has not received the full refund Upon further researching this matter, we can confirm on June 13, 2017, the customer contacted Expedia advising that they received an email from the airline stating that the flight was canceledExpedia contacted the airline, they advised that the customer was marked as a no show and would not authorize the refund Expedia contacted Hahn Air again on behalf of the customer; they advised that they are reviewing the customer’s requestOnce the airline responds to Expedia, we will update the Revdex.com/customer regarding the refund request 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 providersEach airline has its own specific set of policies and procedures, as does each ticket purchased or package reservedHahn Air was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this reservationWe hope the customer understand we must abide by the terms and conditions set forth by travel providers such as Hahn Air 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
June 20, 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] Please thank him for providing the requested information for refund considerationWe are pleased to confirm that we processed a refund request in the amount of $to his original form of paymentRefunds like this usually take 3-business days to post depending on how quickly the credit card company processes refundsWe regret any inconvenience related to 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
June 11, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Ms [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered As mentioned in our previous response, Expedia communicated with the hotel on behalf of the customer and a refund was not authorized by the hotel’s representativeExpedia 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 we must adhere to the policies dictated by the hotel Upon further research we have verified that a notification of the hotel’s upcoming construction was not received by Expedia prior to the customer’s stayWhile we regret Ms [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, we are unable to honor her request for a refund We thank you for allowing us the opportunity to address the issues, brought to our attentionAs no new information has been provided about the issue, we respectfully request the Revdex.com close this case Sincerely, [redacted] Tier Customer Service
Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address Mr [redacted] concerns As previously advised, on March 1, 2017, Expedia was able to review the customer’s booking session that was made on February 1, During the booking path on our website, it was disclosed that the vendor may charge the customer for the liability insurance, which may be required in certain locationsThe rules and restrictions were provided to the customer before and after the booking was completed The emailed confirmation that was sent to the customer did also provide the customer with the information for the requirements for the vendor’s requirements for the insurance Expedia cannot issue the refund and request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
May 10, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Mr [redacted] is requesting a refund On April 18, we received the receipt of his Revdex.com complaint Our records reflect on February 5, 2016, the customer self-booked two reservations The first on was a package reservation for [redacted] and [redacted] , using Expedia.com Travel was on Spirit Airlines, departing on April 11, 2016, from Atlanta, Georgia to Cancun, Mexico; returning on April 14, 2016, from Cancun, Mexico to Atlanta, Georgia A hotel stay at The Grand Lifestyle at Grand Oasis Cancun-All Inclusive, chedate April 11, 2016, check-out date April 14, The second was a roundtrip ground transportation at the Cancun Mexico Airport, starting on April 11, The customer is stating due to an airline schedule change, his flight was canceled by the airline, and the customer has received his refund for the flight; however not for the hotel and shuttle From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers Upon further researching this matter, we can confirm on April 11, 2016, the customer contacted Expedia, advising that he needed to cancel the hotel and the shuttle due to airline schedule change Our agent contacted the hotel, however the hotel was closed Our agent, contacted the vendor for the shuttle, however was not able to speak to anyoneOur agent advised the customer, will need to contact him back once Expedia is able to contact both vendors, the customer understood On April 15, 2016, the customer contacted Expedia, inquiring about his refund Our agent advised the customer, Expedia is still waiting on authorizations from the vendorsThe customer, requested a supervisor Our agent transferred the customer to a supervisor; however the customer was no longer on the line The supervisor did contact the customer back; however the customer was not available On April 19, 2016, the customer sent an email to Expedia, inquiring about his refund and requesting a direct number to contact Expedia On that same day, Expedia replied to the customer advising him to contact our customer service department and provided the phone number In reviewing Mr***’s account, the customer did not purchase the travel protection for his itineraries On May 10, 2016, Expedia was able to confirm the hotel did not charge for the booking Expedia did contact the vendor for the shuttle service; they advised they marked the customer as a no show and will not authorize the refund Since the hotel has not charged for the hotel booking, Expedia will process a refund in the amount of $ As a one-time courtesy, due to the airline schedule change, Expedia will refund the shuttle in the amount of $ The timeframe for the refund will be to business days 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
Hello Revdex.com,I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case:Customer Complaint:The customer states she was told by Expedia they could not modify the departure date and that there was no way to change the reservation based on their contractIn the complaint filed, the customer mentioned she has called the hotel directly who advised they can give Expedia approval to change the reservation if they receive an email request from ExpediaOnce the hotel has the email request, the hotel will send Expedia written approval for this departure date change and written confirmation they will not bill Expedia for the last two nights The customer originally requested to change her departure date from January 3, to January 1, Since this date has already passed, the customer is requesting a refund for the last two nights of her reservation, totaling $1,USDFindings:According to our records, on January 3, 2015, the hotel has confirmed that they have only charged Expedia for four nights of the reservation and approved a refund for the last two nights Resolution: Because we have received verification from the property approving a refund, on January 5, 2016, I have issued a refund for the last two nights of the reservationThis refund, in the amount of $1,USD, will process within hours and will return to the form of payment, used at the time of booking, within 3-days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Mathew K.Customer Relations Specialist
Complaint: [redacted] I am rejecting this response because: There is no resolution and answer of the posted questions, however I appreciate and thank Revdex.com for the support of addressing this matter Sincerely, [redacted]
September 28, 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 hotel reservation We understand the customer is requesting a refund due to our Best Price GuaranteeOn September 28, 2015, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaintThe customer could not be reached and a voicemail was left Our records indicate on September 9, 2015, the customer self-booked a hotel reservation, itinerary number [redacted] , on Expedia websiteHotel stay was at the [redacted] , a C-Two Hotel in San Francisco, California, for cheon September 10, 2015, and check-out on September 17, We can confirm the customer contacted us via email on September 9, 2015, regarding the best price guarantee and the claim was denied Per the terms & conditions of Expedia’s Best Price Guarantee, for the lower price to be honored, both bookings must match up apples-to-apples (same hotel/dates/room type/booking type & cancellation policy) After reviewing the screenshot the customer submitted within the Best Price Guarantee claim, all required information (such as the hotel’s cancellation policy and the full price including taxes and fees) is was not provided and therefore do did not qualifyWe stand by our previous decision and will not be honoring the customer’s Best Price Guarantee claim The full terms and conditions of Expedia’s Best Price Guarantee can be reviewed at any time by clicking: http://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg 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
Complaint: [redacted] I am rejecting this response because: Expedia claims that a $refund was given, to the account I used in booking the trip, and even sent me a "receipt email" listing the "refund details" including the date of supposed refund 6/16/16, that it was to a visa and the cardholder name In reality, there has been no refund posted to my cardI even waited a full business say to reply in hopes that it would postExpedia has claimed falsely to have actually refund any of my money.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: It is not at all helpful.Sincerely, [redacted]
June 27, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia 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] * [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationOur records indicate that on February 9, 2017, the customer self-booked a package reservation, along with travel insurance, through the Expedia.com websiteTravel was with United Airlines and accommodations were at the [redacted] We understand from the complaint the customer is requesting a refundAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedUnited Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaExpedia 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 screenThe travel Insurance as noted in the Plan Coverage tab, Expedia only covers pre-trip cancellation as follows: Change or Cancel for Any Reason The Policyholder Vacation Waiver helps protect you against life’s unexpected occurrencesYour group is allowed to change or cancel your trip for any reason one (1) time prior to the scheduled start time [redacted] of your trip without being charged any change or cancellation feesIf canceling, any monies paid will be returned to the customer who booked the travel except the cost of published airfare, which may be made available as a credit for future travel[redacted] Note: The waiver is valid once you have paid the appropriate waiver cost and your booking is confirmed**For a published air ticket, credit may be issued per applicable airline policies less airline change fees, and Policyholder will absorb the change feesThe actual airfare could be higher at the time of rebooking; in that event the price differential would be your responsibilityYou are allowed to change or cancel your trip for any reason one (1) time prior to the start of your trip • You must call Policyholder Customer Service at 1-800-397-to cancel or change your vacation packageTerms & Conditions The Policyholder Vacation Waiver is valid for redemption only by the person(s) named on the voucherIt is not transferable, has no cash value, and may be redeemed only onceThe Policyholder Vacation Waiver must be purchased at the time of booking; waivers cannot be purchased after bookingThe redemption excludes the price of the Policyholder Vacation WaiverIf you change or cancel your trip for ANY REASON prior to the scheduled start time [redacted] of your trip, all package cancellation fees imposed by the Booking Agent will be waived, except the cost of Published Air During the booking process the website provides: • Tickets are nonrefundable and nontransferable• Please read the complete penalty rules for changes and cancellationsapplicable to this fare• View Cancellation Plan terms, conditions and plan sponsorsand • By selecting to complete this booking I acknowledge that I have read and accept the above Rules & Restrictions, Terms of Useand Privacy PolicyThe customer’s confirmed itinerary also states the insurance terms and conditionsOn April 26, 2017, Expedia processed a refund in the amount of $and on June 27, 2017, a refund in the amount of $On June 26, 2017, the customer was sent an email that details the airline creditAs we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requestedWe 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] Corporate Customer Service
July 25, 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 attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, 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 customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
March 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 Mr [redacted] (Revdex.com Case number [redacted] ) regarding a hotel reservation Our records indicate the customer self-booked a Hotel Collect reservation using the Expedia.com websiteAccommodations were at the [redacted] from March 11, 2016, to March 13, We understand from the complaint, the customer is requesting compensation due to a missing reservationAs this particular reservation was a Hotel Collect reservation, no money was charged to the customer by ExpediaOur system does provide documentation the hotel was sent notification: • FEB 05:PM PST However, we apologize for any inconvenience this may have causedOn March 7, 2016, the customer accepted a $Travel coupon which was provided to the customer’s Expedia accountIn addition, upon receipt, Expedia will refund the Alaska Air exchange fee that the customer incurred for exchanging his ticket creditWe 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
Complaint: [redacted] I am rejecting this response because: Expedia's response for sterile and incorrect They did address the fact that I had to call and remain on hold separate times to speak with anyone I was transferred many times, calls dropped and told to call back in hours Expedia took NO responsibility for the loss of the reservation, would not address the issue by assisting with a new reservation and left me in a strange city with no reservation at 7:at night The $coupon they offered was of no resolution or assistance I could not use it at the time when making a new reservation at another property The new reservation was made by phone and at a much higher rate than I had booked in advance with Expedia I also incurred additional costs to get to the new property as well as to my appointment the next day because the new property was further awayThis is not acceptable service and I expect to pursue this further Thank you for your assistance I would like to ensure that Expedia provides the service they offer or they should not be rated well with Revdex.com or any other customer watchdog service[redacted] Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Seven days later, and no refund was made and no confirmation that a refund from Azul Airlines is in progress A timeline of two billing cycles is not acceptable considering that the refund was requested five months agoAn expedited refund is the least that Expedia could provide Expedia didn’t mention the $insurance fee for which I also requested a refundThe Airline service was cancelled and I could have used the insurance service to help me with the return flight expensesHowever, I believed that I would receive the offered refund and I bought another return ticketIt has been months since I requested a refund and Expedia conveniently as a “third party company” doesn’t have a mechanism to make it happenWorst of all, If Expedia communicated with the airline on previous occasions about the issue, Expedia failed terribly doing its job as an intermediary not communicating with me, YOUR customer Sincerely, [redacted]
June 1, Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Revdex.com, Thank you for taking the time to contactExpedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us toaddress the comments and concerns which have been brought to ourattention Expedia, Incisdisheartened the customer felt their concerns were not resolved adequately byour company prior to seeking further actions from youExpedia, Incis responding to the consumercomplaint from [redacted] (Revdex.com case number [redacted] ) regarding a refundrequest We understand Mr [redacted] is expressing concerns regarding airline charges for seating assignmentchoice and airline flight change fees OnJune 1, we attempted to contact the customer to acknowledge receipt oftheir Revdex.com complaint Our records reflect the customer used ouronline self-service tool to book a flight reservation departing fromBaltimore, Maryland to Grand Rapids, Michigan via Chicago, Illinois, which hereports was interrupted by airline flight changes The flight pricing as well as the airline’srules and restrictions of the flight were agreed to upon payment submission,including the airline penalty of $per person for any changes orcancellation of the reservation With regards to the assigned seating, theairline retains total control over the seat selection and/or seat assignmentsfor all flight reservationsExpedia makes every effort to assign seats andpreferences to all of our customers, as we do recognize the importance ofreceiving preferred airline seatingRegrettably, there are times that we areunable to assign seats due to restrictions placed on the reservation by theairlineIn these circumstances, seats will only be assigned upon check-in.Customers can contact the airline directly at any time and occasionally, theairline will assign seats in advance; however a majority of the time, theairline will advise customers that they need to wait until the day ofdeparture, or the airlines may provide assigned seating, at their discretion,for an additional chargeExpedia.com serves as a third partyintermediary for travel providers such as airline vendors; as such we mustabide by and enforce the terms and conditions set forth by our partners, anddo not have the authority to override or to change their policies For all airlineflights, the airlines are the Merchant of Record for any financialtransaction, i.ethe company who charges the customer’s credit card As such, all requests for refunds, orcompensation for flight related issues, must be directed to theairlines Expediaregrets the customer’s flight reservation was affected by an airline schedulechange, and we hope that our relationship with the customer will not benegatively affected However, Expedia willbe unable to offer any compensation or consideration for this matterWe thank you for allowing us theopportunity to address the issues that were brought to our attention If you have any further questions orconcerns regarding this matter, please feel free to contact us Sincerely, [redacted] ***Tier Customer Service
November 4, 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 [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on July 21, 2016, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations were at the [redacted] Hotel from July 26, 2016, to July 27, We understand from the complaint, the customer is requesting a refundPlease note that Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, and we do not set any policiesWe hope the customer understands that we must adhere to the policies dictated by the hotelUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: • Cancellation and Change Policy: Non Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedCancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservationOn July 22, 2016, the customer contacted Expedia requesting a refundThe Expedia representative contacted the hotel directly on behalf of the customer and Expedia was advised that they denied to refund based on the hotel’s term and agreementsAs Expedia paid the hotel for this reservation and as we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requestedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service