TDecember 12, 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] Expedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on December 9, 2014, the customer self-booked a reservation using the Expedia.com websiteWe understand from the complaint, the customer is requesting a refundAs per the customer’s detail of the issues, Expedia initially contacted the hotel directly on behalf of the customer requesting charges be waived by the hotel for changes the customer was requestingThe hotel agreed at that time and the customer was advised the reservation was now directly with the hotelLater that year, the customer made changes once again directly with the hotelPlease note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, and we do not set any cancellation or refund policiesExpedia is unable to refund the customer as this reservation was changed to a hotel direct reservationThe customer would need to contact the hotelWe 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 owes [redacted] $ This has been explained over and over again by phone to many different Expedia employees and also by email many times Expedia has had ample time to review this complaint.Sincerely, [redacted] ***
April 11, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our 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
Complaint: [redacted] I am rejecting this response because:Expedia acknowledges that they failed to contact Best Western to cancel this reservation and has paid for the booking but has not addressed the overdraft fees and time I've spent proving that their customer service department deceived me as they did not "find" the call I made to cancel but when confronted with phone records showing the call was made they miraculously change their minds and refund! I am not satisfied and demand a $voucher travel credit, until that is received this case is open Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I was "told" by Expedia, Incin their Revdex.com response letter of October 11th to contact their client, Receivables Management Services (RMS) , and notify them to "stop collection dispute." I called the number provided to Receivalbes Management Services and was told by Jessica Palmer to email Expedia's Revdex.com letter to [email protected] I emailed all requested information and I requested RMS to "confirm receipt of the email" I sent RMS has not confirmed receipt of my emailNor have I received any assurances, in writing, that crdit bureau adverse notations that may have been put on my rating(s) aree expunged In as much as RMS was hired by Expedia, Inc., Expedia should contact RMS to stop the collection dispute and provide me with written documentation(s) as requested in my letter to RMS Once that is done I believe that the matter would be resolved to all partys' satisfaction Sincerely, [redacted]
May 25, 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 attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mr [redacted] is requesting a refund and compensationOn May 21, 2017, we received receipt of the Revdex.com complaint Our records reflect on May 15, 2017, the customer self-booked a hotel reservation at the Extended Stay America Santa Rosa with a chedate May 19, 2017, and with a check-out date of May 22, 2017, via itinerary number [redacted] The customer is stating that the reservation was canceled and that the customer was not relocated Upon further researching this matter, we can confirm on May 22, 2017, the customer contacted Expedia advising that the reservation was canceledThe customer was transferred to our relocation department team In reviewing the account, the reservation was not canceled by Expedia or the hotelOn May 25, 2017, Expedia contacted the hotel; they advised that the customer was marked as a no show and that they imposed the night no show feeThe hotel did authorize the refund for the other nights Expedia has process the refund for the other two nights in the amount of $back on to the original form of paymentWe can confirm that the customer did receive the $coupon for a future hotel reservationThe coupon is active for use; the customer can view the terms and conditions for the coupon, via the customer’s Expedia online account Based on the above, Expedia is unable to honor the request for any further refunds or compensation 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 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from ( [redacted] ) (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a flight creditOn June 1, 2016, we received the receipt of the Revdex.com complaint Our records reflect the customer self-booked a combinable one-way flight reservation on May 28, 2015, using Expedia.comTravel was on [redacted] , departing June 11, 2015, from Detroit, Michigan to Fort Lauderdale, Florida; returning on June 15, 2015, from Fort Lauderdale, Florida to Detroit, Michigan with [redacted] AirlinesThe customer is stating she was not aware of the change fees to rebook using the flight credit Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Upon further researching this matter, we can confirm on June 3, 2015, the customer contacted Expedia, needing to cancel the flight reservationOur agent advised the customer the tickets were nonrefundable with a flight credit amount of $with [redacted] and a credit amount of $with [redacted] AirlinesOur agent advised the customer the credit would be valid for year from the issue date of May 28, Our agent advised the customer that they would be responsible for the change fee of $per ticket and any fare difference and sent an email confirmationThe customer understood and agreed On May 17, 2016, the customer contacted Expedia, wanting to rebook using the flight creditOur agent advised the customer the change fee is $per ticket; however due to the flight credit with both airlines are being less than the change fee, the agent advised the customer the tickets would not have any value on them The customer advised that agent that she was not aware of the change fees and requested a managerOur agent transferred the customer to a manager; however our manager did advised the customer of the same policyThe customer requested to combine the creditOur manger advised the customer Expedia cannot combine the credit as they are with two different airlines In reviewing Ms [redacted] ’s account, Expedia can verify the email for the cancelation confirmation was sent to the customerThe credit for [redacted] is in the amount of $and for [redacted] is in the amount of $Base on the policy for both airlines the change fee is $per ticket Since the change fee is more than the credit, the tickets are considered as lostExpedia must adhere to the airline policy and cannot honor the customer request for a flight credit We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
October 27, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on October 16, 2015, booked a one-night stay at the [redacted] in Green Bay, Wisconsin from October 16, 2015, through October 17, According to [redacted] complaint, the room that was requested should have included a free breakfast but did not Bhaskar is requesting a full refund for the booking of $Per our records, the requested refund was issued on October 16, Refunds like this usually take 3-business days to post We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: They made the mistake and I was suppose to call with in hours but I never received anything a conformation or a receipt???? how can I fix it if I didn't receive either? they should pay the airlines for their mistake not meat the time I did call they stated I would receive a full refund for my rental car and I have yet to receive thatthe amount I was charged was not only for plane tickets it was also for a rental car that was also on wrong datesso I also had to cancel this and they did state I would receive this refundThis is taking advantage of the consumer I had that amount taken out of my bank and I don't even have a receipt for what I paid for??? how is that possible and why is it taking almost months to refund my rental car moneySomething is not right hereEven the supervisor I talk to said the agent I talk to when originally made the reservations was not suppose to hang up with me until I got the conformationshe did hang up and I never received anythingWhy would I reserve a car to return it before I even fly out and why would I reserve plane tickets a week later than the hotels I booked?????Sincerely, [redacted]
February 12, Revdex.com Northeast Texas Complaint Department RE: Expedia Inc case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com.au regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attentionExpedia.com.au is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia.com.au is responding to the consumer complaint from Mr [redacted] (Revdex.com case number [redacted] ) regarding his package bookingWe understand Mr [redacted] is seeking a refund for the flight bookingWe have investigated and identified, that a schedule change has happened on his bookingWe contacted the airline and got waiver for free of charge cancellationWe contacted the customer and processed the complete refund of flight booking as well as covered the refund of the insurance purchased The refund of AUD is successfully processed in the original form of payment and will reflect within working daysThe customer is satisfied with the resolution providedAgain, we thank you for allowing us the opportunity to address this issue that was brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usKind Regards, Purnima C [redacted] Priority Customer Escalations Agent, Expedia.com.au
Complaint: [redacted] I am rejecting this response because: Expedia did offer to rebook the flight for us but wanted an additional $5900, which we could not afford They left us absolutely no option except to book the flight ourselves with [redacted] Airlines for $ [redacted] had no problem booking the minor on the flight because her family already had tickets for the flight, they merely linked their tickets and she was allowed to travel with her original party Out of all the customer service representatives I spoke to over the two to three week period, not one explained the cancellation and rebooking policy to me They all kept telling me we could correct the name I couldn't understand most of them because of accents and they seemed to have a hard time keeping a connection In my personal opinion Expedia uses these tactics not to provide service but to squeeze more money from it's customers They might think their responsibility is resolved because they insulate themselves with off shore customer service representatives but I want to assure them they will never get any of my business or my friend or family business again I am aware of the many businesses they are associated with and provide operations for so I will never use them again either Thank you for your assistance I will try another route PS: The family that visited us from Italy had a wonderful Christmas and New Years for their first trip to the U.S.A., no thanks to Expedia Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: If Dan from Expedia read the complaint, he would see that I did not receive an Itinerary number in the first placeThat is my main complaint besides the fact that they took my money, charged my bank account, processed my plane ticket with WOW Airlines (while missing major information) and did not send me a confirmation email or itinerary numberWhile I was on the phone with the call center agents, they acknowledged that Expedia took my money and processed this booking but there was a glitchBUT the call center agents have no power to fix this glitchDan also did not read the complaint clearly to see that my name is [redacted] and my email address is [redacted] I have an account with their website and I see my history and I have talked for hours with their customer service department about these exact issues but could not get a resolution because they have no authority I need Expedia to acknowledge their mistake and fix this issue ASAP as mentioned in my original complaint Sincerely, [redacted]
March 2, 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 flight reservation We understand Mr [redacted] is requesting a refundOn March 1, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Upon researching this matter, our records reflect on May 3, 2015, the customer self-book a one-way flight reservation using Expedia.com Travel was on Tap Portugal, departing September 6, 2015, from Newark New Jersey to Lisbon, Portugal The customer is stating his flight was canceled and he has not been refunded From time to time and for a variety of reasons, airlines issue schedule changes We understand these changes can be inconvenient, time consuming, and inconvenience the customerHowever, 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 providersTap Portugal was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occursExpedia cannot provide alternative flight options unless approved by the airline, and Expedia must adhere to the airline’s policies Only the airline can make changes to a customer’s flightsThese changes are not related to the type of ticket a customer purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues We can confirm on June 9, 2015, the customer contacted Expedia needing to change the date to September 5, 2015; the agent processed the exchange; and charged the customer in the amount of $ On June 29, 2015, the customer contacted Expedia, advising that they received an email advising that the flight was canceled At that time, the customer requested a refund The agent contacted the airline, however the airline was closed; the customer was advised to call back once the airline was open We can confirm the customer contacted Expedia several times, requesting a refund for the flights; however our agents were not able to contact the airline On January 9, 2016, the customer contacted Expedia, requesting the refund; the agent contacted the airline and was advised by the airline that they tried to process the refund; however, because the customer disputed the charge with their credit card, they cannot process the refund On March 2, 2016, Expedia contacted Tap Portugal on the customer’s behalf; they advised the flight was canceled However, because the customer disputed the charge with their credit card, they are unable to process a refund The airline advised the customer must remove the dispute from their credit card before a refund can be issued Once the dispute has been removed from the customer’s credit card, the customer must contact Expedia 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
To provide some additional information On July 12, 2016, the customer initially wanted a full refund In this letter options were provided to the customer in regards to cancelling and retaining an airline credit The customer would be responsible for the change fee of $CAD per passenger and any fare difference As well it was verified and communicated to the customer that the booking was made on the Expeida.com website not the Expeida.ca website Due to the customer error, Expedia was never refunding the difference for the currency conversion rate from USD to CAD To reiterate, the customer self-booked the trip on a US site, which is customer errorOn August 4, rebuttal response, it was again advised, that the Expedia.com website does indicate that it is in USD At this time the agent offered a $USD refund for the “airline exchange fee” The currency exchange rate as of July 25, 2016, converted to $USD This is the $change fee mentioned in the July letter converted from CAD to USD.The August 16, rebuttal letter the agent quoted that the $was the exchange fee rate for one travelerThe agent should have refunded the $for all five passengers not just one passengerExpedia has now refunded the additional $USD to the original form of paymentExpedia considers this matter resolved and closed
October 7, 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund in the amount of $ Our records indicate on September 22, 2015, the customer booked flight reservations – itinerary [redacted] Travel was on [redacted] , departing October 22, 2015, from Washington DC to Las Vegas, Nevada and returning on [redacted] on October 25, 2015, for one passenger On September 22, 2015, Expedia contacted the customer to advise the airlines were unable to process the customer’s reservations as the fare for the flight was invalidAt that the customer agreed to pay the additional amount of $in order to secure and confirm the flight itinerary Expedia.com 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 Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved [redacted] and [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card)The change fees and increases in airfare are set and collected by the airline We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted] and [redacted] ------ When finalizing a reservation on Expedia.com, the user agrees to the specific rules and restrictions provided during the booking session As set forth in the Expedia Terms of Use: SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you selectPlease read these additional terms and conditions carefullyIn particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s websiteYou agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe reserve the right to cancel your booking if full payment is not received in a timely fashion You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation On October 7, 2015, as a goodwill gesture Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to receive a refund depends on how quickly the customer’s credit card company processes refunds, generally 3-days 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, Nicole P [redacted] Tier Customer Service
August 29, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mr [redacted] is requesting to be relocated to a different hotelOn August 28, 2017, we received receipt of the Revdex.com complaint Our records reflect May 30, 2017; an agent assisted the customer book a package reservationTravel is on American Airlines, departing September 19, 2017, from Phoenix, Arizona to Barcelona, Spain; and returning on September 29, 2017, from Barcelona, Spain to Phoenix, ArizonaThe package includes a hotel stay at the Two Hotel Barcelona by Axel-Adults only, via itinerary number [redacted] The customer is stating that Expedia did not disclose that the hotel advertises for gays Upon further researching this matter, we can confirm on July 28, 2017, the customer contacted Expedia complaining about the hotelThe customer advised that they were not disclosed that the hotel advertises for gaysThe customer requested to cancel and receive the refundExpedia contacted the hotel because it is nonrefundable, the hotel would not authorize the cancellation or refundThe hotel advised that all guest are welcome at the hotel In reviewing the account, the package reservation is active for travel on September 19, The flight is nonrefundable; the customer is responsible for the airline impose change fee of $per person; plus any fare differenceIf the customer would like to be relocated to a different hotel, Expedia can assist the customer; however it would be at the customer’s own expense Please note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, nor do we set any policies related to refundsWe hope the customer understand that we must adhere to the policies of the hotel in this caseOur customers do have the capability to view hotels reviews online before purchasing the reservation Our website does provide information that they hotel is affiliated with international gay, lesbian, bisexual and transgender guestsExpedia is not required to provide this information Based on the above, Expedia is unable to honor the relocation or refund request 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
Complaint: [redacted] I am rejecting this response because: it is not resolvedThey still charged me almost dollars for nothingThe Expedia page I booked my vacation from said that it is free cancellation hrs before the trip! I called min after I booked and cancelledI called again to confirm it was canceled! They told me that it was! I got an E mail form them that it was cancelled! Now they are saying that it was non refundable! Not fair, bad business! I need full refund! Thank you!Sincerely, [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 you Expedia is responding to the consumer complaint for Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on June 5, 2014, the customer self-booked a flight reservation for two travelers using Expedia’s website, itinerary [redacted] Travel was with [redacted] from San Francisco, CA to Manila, Philippines, departing on October 29, Prior to travel departure the customer contacted Expedia and cancelled the ticket for one of the travelers, [redacted] , receiving an airline credit for future use in the amount of $Ms [redacted] states she was advised by Expedia that she has until October 29, 2015, to utilize this creditUpon contacting Expedia in July 2015, Ms [redacted] was advised that [redacted] will not allow the credit to be used as it had already expiredWe understand Ms [redacted] is requesting a refund of the airline credit, minus the airline imposed penalty fee of $200.00, as she is no longer able to utilize the credit towards a new booking We have verified that at the time of cancellation Expedia contacted the airline to verify the ticket credit validity and was provided the same information forwarded to the customerHowever, when contacted again to utilize the credit, Expedia was advised that the credit value was lostExpedia 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 [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines As Ms [redacted] was advised she has until October 29, 2015, to rebook, but the airline credit could no longer be utilized, Expedia issued a refund in the amount of $($ticket credit minus the airline imposed penalty fee of $200.00) as a courtesy exceptionThe time it takes a refund to post to Ms [redacted] ’ account depends on how quickly her credit card company processes refunds, generally within 3-business days 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, Lidiya N [redacted] Tier Customer Service
January 28, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint she is requesting a refund of the credit of the reservation.Our records indicate on August 31, the customer self-booked a package with a roundtrip flight on Expedia siteThe customers flights are operated by United Airlines are scheduled to depart from StLouis to Denver on October 27, and returning on October 29, The customer dud not purchase insurance.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 a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policiesThe flights merchant of record is United Airlines, and the companies that charged the customer’s credit cardWe hope Ms [redacted] understands we have to abide by their rules and regulationsBased on the fare rules the customer agreed to at the time of booking, her ticket was non-refundable non-transferable and no changes were allowedThe customer purchased a basic economy fare ticketVia her confirmation email she was advised of the terms and conditions belowWe can confirm that on August 31, the customer was sent a confirmation email that stated the following:Restrictions include: Voluntary ticket changes or refunds are not permitted except as stated in the United 24-hour flexible booking policy 3Due to the information provided to the customer at the time of booking we are unable to offer any refunds as this flight was non-changeable.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] Corporate Customer Service
TDecember 12, 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] Expedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on December 9, 2014, the customer self-booked a reservation using the Expedia.com websiteWe understand from the complaint, the customer is requesting a refundAs per the customer’s detail of the issues, Expedia initially contacted the hotel directly on behalf of the customer requesting charges be waived by the hotel for changes the customer was requestingThe hotel agreed at that time and the customer was advised the reservation was now directly with the hotelLater that year, the customer made changes once again directly with the hotelPlease note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, and we do not set any cancellation or refund policiesExpedia is unable to refund the customer as this reservation was changed to a hotel direct reservationThe customer would need to contact the hotelWe 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 owes [redacted] $ This has been explained over and over again by phone to many different Expedia employees and also by email many times Expedia has had ample time to review this complaint.Sincerely, [redacted] ***
April 11, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our 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
Complaint: [redacted] I am rejecting this response because:Expedia acknowledges that they failed to contact Best Western to cancel this reservation and has paid for the booking but has not addressed the overdraft fees and time I've spent proving that their customer service department deceived me as they did not "find" the call I made to cancel but when confronted with phone records showing the call was made they miraculously change their minds and refund! I am not satisfied and demand a $voucher travel credit, until that is received this case is open Sincerely, [redacted]
No response has been made by expedia and no refund has been issued by them do not close this complaint until they issue a refund
Complaint: [redacted] I am rejecting this response because: I was "told" by Expedia, Incin their Revdex.com response letter of October 11th to contact their client, Receivables Management Services (RMS) , and notify them to "stop collection dispute." I called the number provided to Receivalbes Management Services and was told by Jessica Palmer to email Expedia's Revdex.com letter to [email protected] I emailed all requested information and I requested RMS to "confirm receipt of the email" I sent RMS has not confirmed receipt of my emailNor have I received any assurances, in writing, that crdit bureau adverse notations that may have been put on my rating(s) aree expunged In as much as RMS was hired by Expedia, Inc., Expedia should contact RMS to stop the collection dispute and provide me with written documentation(s) as requested in my letter to RMS Once that is done I believe that the matter would be resolved to all partys' satisfaction Sincerely, [redacted]
May 25, 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 attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mr [redacted] is requesting a refund and compensationOn May 21, 2017, we received receipt of the Revdex.com complaint Our records reflect on May 15, 2017, the customer self-booked a hotel reservation at the Extended Stay America Santa Rosa with a chedate May 19, 2017, and with a check-out date of May 22, 2017, via itinerary number [redacted] The customer is stating that the reservation was canceled and that the customer was not relocated Upon further researching this matter, we can confirm on May 22, 2017, the customer contacted Expedia advising that the reservation was canceledThe customer was transferred to our relocation department team In reviewing the account, the reservation was not canceled by Expedia or the hotelOn May 25, 2017, Expedia contacted the hotel; they advised that the customer was marked as a no show and that they imposed the night no show feeThe hotel did authorize the refund for the other nights Expedia has process the refund for the other two nights in the amount of $back on to the original form of paymentWe can confirm that the customer did receive the $coupon for a future hotel reservationThe coupon is active for use; the customer can view the terms and conditions for the coupon, via the customer’s Expedia online account Based on the above, Expedia is unable to honor the request for any further refunds or compensation 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 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from ( [redacted] ) (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting a flight creditOn June 1, 2016, we received the receipt of the Revdex.com complaint Our records reflect the customer self-booked a combinable one-way flight reservation on May 28, 2015, using Expedia.comTravel was on [redacted] , departing June 11, 2015, from Detroit, Michigan to Fort Lauderdale, Florida; returning on June 15, 2015, from Fort Lauderdale, Florida to Detroit, Michigan with [redacted] AirlinesThe customer is stating she was not aware of the change fees to rebook using the flight credit Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Upon further researching this matter, we can confirm on June 3, 2015, the customer contacted Expedia, needing to cancel the flight reservationOur agent advised the customer the tickets were nonrefundable with a flight credit amount of $with [redacted] and a credit amount of $with [redacted] AirlinesOur agent advised the customer the credit would be valid for year from the issue date of May 28, Our agent advised the customer that they would be responsible for the change fee of $per ticket and any fare difference and sent an email confirmationThe customer understood and agreed On May 17, 2016, the customer contacted Expedia, wanting to rebook using the flight creditOur agent advised the customer the change fee is $per ticket; however due to the flight credit with both airlines are being less than the change fee, the agent advised the customer the tickets would not have any value on them The customer advised that agent that she was not aware of the change fees and requested a managerOur agent transferred the customer to a manager; however our manager did advised the customer of the same policyThe customer requested to combine the creditOur manger advised the customer Expedia cannot combine the credit as they are with two different airlines In reviewing Ms [redacted] ’s account, Expedia can verify the email for the cancelation confirmation was sent to the customerThe credit for [redacted] is in the amount of $and for [redacted] is in the amount of $Base on the policy for both airlines the change fee is $per ticket Since the change fee is more than the credit, the tickets are considered as lostExpedia must adhere to the airline policy and cannot honor the customer request for a flight credit We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
October 27, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on October 16, 2015, booked a one-night stay at the [redacted] in Green Bay, Wisconsin from October 16, 2015, through October 17, According to [redacted] complaint, the room that was requested should have included a free breakfast but did not Bhaskar is requesting a full refund for the booking of $Per our records, the requested refund was issued on October 16, Refunds like this usually take 3-business days to post We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: They made the mistake and I was suppose to call with in hours but I never received anything a conformation or a receipt???? how can I fix it if I didn't receive either? they should pay the airlines for their mistake not meat the time I did call they stated I would receive a full refund for my rental car and I have yet to receive thatthe amount I was charged was not only for plane tickets it was also for a rental car that was also on wrong datesso I also had to cancel this and they did state I would receive this refundThis is taking advantage of the consumer I had that amount taken out of my bank and I don't even have a receipt for what I paid for??? how is that possible and why is it taking almost months to refund my rental car moneySomething is not right hereEven the supervisor I talk to said the agent I talk to when originally made the reservations was not suppose to hang up with me until I got the conformationshe did hang up and I never received anythingWhy would I reserve a car to return it before I even fly out and why would I reserve plane tickets a week later than the hotels I booked?????Sincerely, [redacted]
February 12, Revdex.com Northeast Texas Complaint Department RE: Expedia Inc case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com.au regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attentionExpedia.com.au is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia.com.au is responding to the consumer complaint from Mr [redacted] (Revdex.com case number [redacted] ) regarding his package bookingWe understand Mr [redacted] is seeking a refund for the flight bookingWe have investigated and identified, that a schedule change has happened on his bookingWe contacted the airline and got waiver for free of charge cancellationWe contacted the customer and processed the complete refund of flight booking as well as covered the refund of the insurance purchased The refund of AUD is successfully processed in the original form of payment and will reflect within working daysThe customer is satisfied with the resolution providedAgain, we thank you for allowing us the opportunity to address this issue that was brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usKind Regards, Purnima C [redacted] Priority Customer Escalations Agent, Expedia.com.au
Complaint: [redacted] I am rejecting this response because: Expedia did offer to rebook the flight for us but wanted an additional $5900, which we could not afford They left us absolutely no option except to book the flight ourselves with [redacted] Airlines for $ [redacted] had no problem booking the minor on the flight because her family already had tickets for the flight, they merely linked their tickets and she was allowed to travel with her original party Out of all the customer service representatives I spoke to over the two to three week period, not one explained the cancellation and rebooking policy to me They all kept telling me we could correct the name I couldn't understand most of them because of accents and they seemed to have a hard time keeping a connection In my personal opinion Expedia uses these tactics not to provide service but to squeeze more money from it's customers They might think their responsibility is resolved because they insulate themselves with off shore customer service representatives but I want to assure them they will never get any of my business or my friend or family business again I am aware of the many businesses they are associated with and provide operations for so I will never use them again either Thank you for your assistance I will try another route PS: The family that visited us from Italy had a wonderful Christmas and New Years for their first trip to the U.S.A., no thanks to Expedia Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: If Dan from Expedia read the complaint, he would see that I did not receive an Itinerary number in the first placeThat is my main complaint besides the fact that they took my money, charged my bank account, processed my plane ticket with WOW Airlines (while missing major information) and did not send me a confirmation email or itinerary numberWhile I was on the phone with the call center agents, they acknowledged that Expedia took my money and processed this booking but there was a glitchBUT the call center agents have no power to fix this glitchDan also did not read the complaint clearly to see that my name is [redacted] and my email address is [redacted] I have an account with their website and I see my history and I have talked for hours with their customer service department about these exact issues but could not get a resolution because they have no authority I need Expedia to acknowledge their mistake and fix this issue ASAP as mentioned in my original complaint Sincerely, [redacted]
March 2, 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 flight reservation We understand Mr [redacted] is requesting a refundOn March 1, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Upon researching this matter, our records reflect on May 3, 2015, the customer self-book a one-way flight reservation using Expedia.com Travel was on Tap Portugal, departing September 6, 2015, from Newark New Jersey to Lisbon, Portugal The customer is stating his flight was canceled and he has not been refunded From time to time and for a variety of reasons, airlines issue schedule changes We understand these changes can be inconvenient, time consuming, and inconvenience the customerHowever, 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 providersTap Portugal was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occursExpedia cannot provide alternative flight options unless approved by the airline, and Expedia must adhere to the airline’s policies Only the airline can make changes to a customer’s flightsThese changes are not related to the type of ticket a customer purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues We can confirm on June 9, 2015, the customer contacted Expedia needing to change the date to September 5, 2015; the agent processed the exchange; and charged the customer in the amount of $ On June 29, 2015, the customer contacted Expedia, advising that they received an email advising that the flight was canceled At that time, the customer requested a refund The agent contacted the airline, however the airline was closed; the customer was advised to call back once the airline was open We can confirm the customer contacted Expedia several times, requesting a refund for the flights; however our agents were not able to contact the airline On January 9, 2016, the customer contacted Expedia, requesting the refund; the agent contacted the airline and was advised by the airline that they tried to process the refund; however, because the customer disputed the charge with their credit card, they cannot process the refund On March 2, 2016, Expedia contacted Tap Portugal on the customer’s behalf; they advised the flight was canceled However, because the customer disputed the charge with their credit card, they are unable to process a refund The airline advised the customer must remove the dispute from their credit card before a refund can be issued Once the dispute has been removed from the customer’s credit card, the customer must contact Expedia 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
To provide some additional information On July 12, 2016, the customer initially wanted a full refund In this letter options were provided to the customer in regards to cancelling and retaining an airline credit The customer would be responsible for the change fee of $CAD per passenger and any fare difference As well it was verified and communicated to the customer that the booking was made on the Expeida.com website not the Expeida.ca website Due to the customer error, Expedia was never refunding the difference for the currency conversion rate from USD to CAD To reiterate, the customer self-booked the trip on a US site, which is customer errorOn August 4, rebuttal response, it was again advised, that the Expedia.com website does indicate that it is in USD At this time the agent offered a $USD refund for the “airline exchange fee” The currency exchange rate as of July 25, 2016, converted to $USD This is the $change fee mentioned in the July letter converted from CAD to USD.The August 16, rebuttal letter the agent quoted that the $was the exchange fee rate for one travelerThe agent should have refunded the $for all five passengers not just one passengerExpedia has now refunded the additional $USD to the original form of paymentExpedia considers this matter resolved and closed
October 7, 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund in the amount of $ Our records indicate on September 22, 2015, the customer booked flight reservations – itinerary [redacted] Travel was on [redacted] , departing October 22, 2015, from Washington DC to Las Vegas, Nevada and returning on [redacted] on October 25, 2015, for one passenger On September 22, 2015, Expedia contacted the customer to advise the airlines were unable to process the customer’s reservations as the fare for the flight was invalidAt that the customer agreed to pay the additional amount of $in order to secure and confirm the flight itinerary Expedia.com 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 Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved [redacted] and [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card)The change fees and increases in airfare are set and collected by the airline We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted] and [redacted] ------ When finalizing a reservation on Expedia.com, the user agrees to the specific rules and restrictions provided during the booking session As set forth in the Expedia Terms of Use: SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you selectPlease read these additional terms and conditions carefullyIn particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s websiteYou agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe reserve the right to cancel your booking if full payment is not received in a timely fashion You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation On October 7, 2015, as a goodwill gesture Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to receive a refund depends on how quickly the customer’s credit card company processes refunds, generally 3-days 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, Nicole P [redacted] Tier Customer Service
August 29, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mr [redacted] is requesting to be relocated to a different hotelOn August 28, 2017, we received receipt of the Revdex.com complaint Our records reflect May 30, 2017; an agent assisted the customer book a package reservationTravel is on American Airlines, departing September 19, 2017, from Phoenix, Arizona to Barcelona, Spain; and returning on September 29, 2017, from Barcelona, Spain to Phoenix, ArizonaThe package includes a hotel stay at the Two Hotel Barcelona by Axel-Adults only, via itinerary number [redacted] The customer is stating that Expedia did not disclose that the hotel advertises for gays Upon further researching this matter, we can confirm on July 28, 2017, the customer contacted Expedia complaining about the hotelThe customer advised that they were not disclosed that the hotel advertises for gaysThe customer requested to cancel and receive the refundExpedia contacted the hotel because it is nonrefundable, the hotel would not authorize the cancellation or refundThe hotel advised that all guest are welcome at the hotel In reviewing the account, the package reservation is active for travel on September 19, The flight is nonrefundable; the customer is responsible for the airline impose change fee of $per person; plus any fare differenceIf the customer would like to be relocated to a different hotel, Expedia can assist the customer; however it would be at the customer’s own expense Please note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, nor do we set any policies related to refundsWe hope the customer understand that we must adhere to the policies of the hotel in this caseOur customers do have the capability to view hotels reviews online before purchasing the reservation Our website does provide information that they hotel is affiliated with international gay, lesbian, bisexual and transgender guestsExpedia is not required to provide this information Based on the above, Expedia is unable to honor the relocation or refund request 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
Complaint: [redacted] I am rejecting this response because: it is not resolvedThey still charged me almost dollars for nothingThe Expedia page I booked my vacation from said that it is free cancellation hrs before the trip! I called min after I booked and cancelledI called again to confirm it was canceled! They told me that it was! I got an E mail form them that it was cancelled! Now they are saying that it was non refundable! Not fair, bad business! I need full refund! Thank you!Sincerely, [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 you Expedia is responding to the consumer complaint for Ms [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on June 5, 2014, the customer self-booked a flight reservation for two travelers using Expedia’s website, itinerary [redacted] Travel was with [redacted] from San Francisco, CA to Manila, Philippines, departing on October 29, Prior to travel departure the customer contacted Expedia and cancelled the ticket for one of the travelers, [redacted] , receiving an airline credit for future use in the amount of $Ms [redacted] states she was advised by Expedia that she has until October 29, 2015, to utilize this creditUpon contacting Expedia in July 2015, Ms [redacted] was advised that [redacted] will not allow the credit to be used as it had already expiredWe understand Ms [redacted] is requesting a refund of the airline credit, minus the airline imposed penalty fee of $200.00, as she is no longer able to utilize the credit towards a new booking We have verified that at the time of cancellation Expedia contacted the airline to verify the ticket credit validity and was provided the same information forwarded to the customerHowever, when contacted again to utilize the credit, Expedia was advised that the credit value was lostExpedia 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 [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines As Ms [redacted] was advised she has until October 29, 2015, to rebook, but the airline credit could no longer be utilized, Expedia issued a refund in the amount of $($ticket credit minus the airline imposed penalty fee of $200.00) as a courtesy exceptionThe time it takes a refund to post to Ms [redacted] ’ account depends on how quickly her credit card company processes refunds, generally within 3-business days 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, Lidiya N [redacted] Tier Customer Service
January 28, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint she is requesting a refund of the credit of the reservation.Our records indicate on August 31, the customer self-booked a package with a roundtrip flight on Expedia siteThe customers flights are operated by United Airlines are scheduled to depart from StLouis to Denver on October 27, and returning on October 29, The customer dud not purchase insurance.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 a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policiesThe flights merchant of record is United Airlines, and the companies that charged the customer’s credit cardWe hope Ms [redacted] understands we have to abide by their rules and regulationsBased on the fare rules the customer agreed to at the time of booking, her ticket was non-refundable non-transferable and no changes were allowedThe customer purchased a basic economy fare ticketVia her confirmation email she was advised of the terms and conditions belowWe can confirm that on August 31, the customer was sent a confirmation email that stated the following:Restrictions include: Voluntary ticket changes or refunds are not permitted except as stated in the United 24-hour flexible booking policy 3Due to the information provided to the customer at the time of booking we are unable to offer any refunds as this flight was non-changeable.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] Corporate Customer Service