Expedia Inc

September 7, 2016
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on January 22, 2016, Mr. [redacted] booked a roundtrip Philippine Airline flight scheduled for travel July 3, 2016, through August 11, 2016. We understand from Mr. [redacted]’s complaint that his flight was affected by an airline cancellation but, he was not notified. Mr. [redacted] is requesting a refund for the flight as a result. He also expressed dissatisfaction with the customer service that he received from Expedia.
We regret any inconvenience that Mr. [redacted] may have encountered related to this matter. Expedia representatives were able to confirm that the airline canceled the flight and agreed to a refund. We sent emails on Mr. [redacted]’s behalf to obtain a waiver that would allow us to process the refund following our normal process. Per our records we have yet to receive the waiver from the airline.
Though we were not the cause of the flight cancellation, we acknowledge that Mr. [redacted] is due a refund. As such, we have processed a refund of $460.56 to the original form of payment. Refunds like this usually take between 3-7 business days to post.
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,
Marlon J[redacted]
Tier 3 Customer Service

May 25, 2017 Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case: [redacted]Dear Revdex.com,Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on May 18, 2017, booked a five-night stay at the Econo Lodge & Suites from May 21, 2017, through May 26, 2017. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative for $373.75. The terms agreed to at the time of booking were as follows;Cancellations or changes made after 3:00 PM local hotel time, Sunday, May 21, 2017 or no-shows are subject to a hotel fee equal to 1 night(s) plus taxes and fees.We understand from Mr. [redacted]’s complaint that he canceled his reservation “on time” so that he would not be charged. However; he learned that he had been charged the full $339.00 by the Econo Lodge. Mr. [redacted] stated that Expedia canceled his reservation on our end and neglected to inform the Econo Lodge. Mr. [redacted] contacted both Expedia the Econo Lodge and learned that he was charged for one night and the Econo Lodge processed a partial refund of $271.80. On May 22, 2017, Mr. [redacted] contacted our office and requested to cancel his reservation. As the reservation had entered the penalty phase, we contacted the Econo Lodge on the customer’s behalf. We requested that they process a full refund. Regrettably, our request was denied. Mr. [redacted] asserted that canceled the reservation online prior to entering the penalty phase. We informed him that our records show no cancellation was made online. Please note that each of the hotels with which we do business, establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them. If the refund is not issued within the 3-5 business day time frame that the hotel mentioned, we recommend contacting them directly. If Mr. [redacted] is willing to send a copy of the cancellation email that he received, perhaps we can revisit the issue and submit for a refund of the remaining balance. Again, 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,Marlon J[redacted]Corporate Correspondence Team

Complaint: [redacted]I am rejecting this response because:they are not Sincere in resolution. Sincerely,[redacted]i

August 3, 2016 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 time...

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 Mr. [redacted] (Revdex.com ID number [redacted]) regarding a reservation. We understand the customer is claiming they did not authorize a transaction in the amount of $63.26. We have reported this issue to our transaction processing team for review and assistance. A representative will contact the customer with an update and if any information should become available we will contact them with more information. In addition, another avenue or channel to follow would be with their banking institution or credit card company. They deal with these issues and have specific departments set up to assist customers with these matters. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: when I contacted Expedia about the mistake made by reserving the ticket it was not explained to me I would lose that money I already spent, but was advise that by cancelling it was better because that way I could get a better rate. The person I spoke to never mentioned I would lose $400 dollars if I cancelled, instead she suggested I did. So I was misinformed and for that reason I am appealing this nonsense about rebooking fee. They are misinforming people and do it on purpose so they can scam people into paying for the flights and not helping or being flexible with what they call the airline policy. I contacted [redacted] and they said, the charge would've been $25 dollars not $200 per flight, which is what Expedia say the airline charges. This is a straight up scam and I would like a credit for the $400 dollars they stole from me. That's stealing in my book.
 
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:the initial agent got the names wrong on the tickets and the wrong hotels and a wrong returning flight. Expedia gave me my money back for the hotel mistake and a $200.00 voucher with them for a hotel. If she could make that mistake why won't they admit to making the name of the ticket mistake. My mistake was not asking for a state side operator who spoke better English. They have continued to lie to me saying it's up to [redacted] to make the correction when [redacted] says the tickets were purchased by a third party(expedia) so it is out of [redacted]s hands and up to expedia
Sincerely,
[redacted]

April 4, 2016
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 package reservation.  We understand Mr. [redacted] is requesting to receive compensation.  On March 3, 2016 we received the receipt of the Revdex.com complaint.
Our records reflect on February 22, 2016, the customer self-booked a package reservation, using Expedia.com.  Travel is on Spirit Airlines, departing May 14, 2016, from Dallas, Fort Worth Texas to San Jose Del Cabo, Baja California; returning on May 17, 2016, from
San Jose Del Cabo, Baja California to Dallas, Fort Worth Texas.  The hotel stay is at the Pueblo Bunito Sunset Beach Resort & Spa All Inclusive, check-in date May 14, 2016, check-out date May 17, 2016.  Also included is transportation from the San Jose Del Cabo, Baja California airport to the hotel, starting May 14, 2016.  The customer is stating, they were over charged for the package reservation.  The customer received a confirmation email advising a total price of $1,664.35; however his credit card was charged in the amount of $1,684.27.  The customer is stating they would like to be compensated, due to the time spent trying to receive the refund for the difference.  
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 purchasing. Should 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 February 25, 2016, the customer contacted Expedia via email, advising of a discrepancy in the amount they were charged for the package.  The customer advised they confirmed the price in the amount of $1,664.35, before and after purchasing their reservation; however their credit card was charged in the amount of $1,684.27.  The customer advised the difference of $19.92, is a small amount; however did not agree with being charged the extra amount.  The customer requested the refund of the $19.92.  The customer also advised prior to completing the booking, they encountered an error and also sees two pending charges in the amount of $867.15.  The customer requested that Expedia look into to these charges.
On that same day, Expedia replied to the customer’s email [redacted]@yahoo.com, which is the email address that is linked to the customer’s account.  Expedia advised the customer, we use real time bookings and there are times rates and availability are subject to change.  The customer was also advised, reservations are not guaranteed until they are booked and confirmed.  Our agent advised the customer the total package price is $1,684.27, and if they need further assistance to contact Expedia directly.
On February 26, 2016, the customer replied to Expedia, advising our email does not answer his question.  The customer advised our site showed the price of $1,664.35, before and after purchasing the booking.  The customer advised if the price had change, Expedia did not notify him of the price difference.  The customer is requesting the refund for the difference.
We can confirm this led to several emails between the customer and Expedia.  On March 8, 2016, we can verify Expedia was able to confirm the customer’s booking session that was made on February 22, 2016.  Our site did advise and confirm the total package price in the amount of $1,664.35.  On that same day, Expedia contacted the customer, advising Expedia would process the refund of $19.92 back to the customer.  The customer did agree.
On March 31, 2016, in reviewing Mr. [redacted] account, the customer was refunded on March 8, 2016, in the amount of $19.92.  Expedia found no other charges on Mr. [redacted] account.  Expedia strives to provide the highest level of customer service, and we regret that Mr. [redacted] recent experience did not live up to that expectation.  We regret we were unable to resolve the issue immediately during the first contact, and the service received was less than satisfactory.  Since this matter was resolved on March 8, 2016.
As a one-time courtesy, Expedia will the request for compensation, we have added a $25.00 coupon in the customer’s account.  The coupon is valid for 1 year for a hotel booking; the coupon can be used as a package; however the coupon will be applied toward the hotel booking.
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 3 Customer Service

November 2, 2015
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 Better...

Business Bureau allowing us time 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 for Mr. [redacted] (Revdex.com case number [redacted]) regarding a refund request.
We have verified that Mr. [redacted] booked and voided three reservations, itineraries [redacted], [redacted] and [redacted], using Expedia’s website. We understand he is requesting a refund of the travel insurance purchased with the itineraries.
Our records show that a refund in the amount of $66.00 was issued on October 29, 2015, for itinerary [redacted]. On November 2, 2015, Expedia issued refunds in the amount of $66.00 for itinerary [redacted] and $60.00 for itinerary [redacted]. The time it takes a refund to post to Mr. [redacted]’s account depends on how quickly his credit card company processes refunds, generally within 3-7 business days.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Lidiya N[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
Thank you for responding and providing me with the correct amount. When prices are bundled, it is difficult to tell the exact price of individual services. However, we were not upgraded due to the inconvenience of Expedia's deceptive advertising. Before I viewed the room, they upgraded us to a deluxe suite because it was my significant other's birthday and I requested the room I booked, (Junior Suite), to display birthday balloons. A copy of that email is attached. Out of the hotel's kindness and a complete surprise to me, they upgraded us before we got there and decorated that deluxe suite with birthday balloons. It was after I viewed the suite and realized that it does not have an ocean view, I went to the concierge to change rooms. I would have gladly downgraded to what I paid for, if it offered the views that was promised online. I even suggested that. Unfortunately there were no rooms at that resort that offered that, so there was no point in switching rooms within that hotel. The size of the room is unimportant, the view was paramount and if I knew it was not offered there, I would have not chose that resort and would have probably ended up spending less at a different resort, or even in a different country. According to a company whose values are wanting their employees focused on "improving mistakes" and "what drives value for their customers" your solution was anything but focused. What drives value to me as your customer, is honesty and properly correcting a mistake that was on the behalf of your company. Your company has not done that, you have not earned customer loyalty for that $50 Expedia coupon to ever be valid for me, so therefore it is useless. That is intuitive and you know that, so provide a proper solution. Why would the customer pay for a new reservation when the company is at fault? That is your responsibility & values to be "transparent... to communicate openly and honestly, at all levels..." so mistakes like this do not happen, (taken from Expedia's mission statement). So therefore, please get authorization from your vendor to issue me a full refund of the $791.48. Thank you. 
 
Sincerely, 
[redacted]

July 5, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  Expedia Case [redacted]Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.Per Mr. [redacted]’s original complaint he only referred to itineraries [redacted], [redacted], and [redacted].  Our records reflect that on February 1, 2017 and February 2, 2017 the customer was approved for all three best price guarantee claims.Within these approval emails the customer was promised a coupon for each approval. After further research of the Mr. [redacted]’s account we are able to verify that the customer was provided one $50 coupon for itinerary [redacted]. On May 30, 2017 an email was sent advising him of this coupon.We can verify that he has not been issued the other two coupons therefore as of June 27, 2017 we have issued two $50 best price guarantee coupons for itinerary’s [redacted], and [redacted]. In regards to [redacted] we can verify that this itinerary was approved for the best price guarantee claim. As of June 5, 2017 a $50 best price guarantee coupon was placed in Mr. [redacted]’s account. As understood in the customers rebuttal Expedia is only able to issue three coupons per customer per month. After further review if the customer’s account we would like to advise him that since a coupon was issued this month the customer is only able to be issued two more coupons. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Hayden J[redacted]Tier 3 Customer Service

June 21, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. 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 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 reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I want my 100 dollar refund back on my card.
Sincerely,
[redacted]

May 13, 2015

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 time 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 ID number [redacted]) regarding a hotel reservation.
Our records indicate on April 27, 2015, the customer booked a hotel reservation using our online self-service tool. Accommodations were at the [redacted] [redacted] – State Beach Area from May 29, 2015, to May 31, 2015. We understand from the complaint, the customer is requesting a refund due to our Best Price Guarantee.
Upon receipt of the Revdex.com submission, we have processed a refund in the amount of $78.40 back to the original form of payment. In addition, the customer’s $50 Expedia Travel Coupon will be added to their account within 6 to 8 weeks after the qualifying travel itinerary has been completed.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
[redacted]
Tier 3 Customer Service

February 18, 2018Revdex.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 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 from the customers complaint she is requesting a refund of the credit of the reservation.Upon further investigation we have deactivated the $100 coupon offered to you and issued a refund of $350.80 to the original form of payment. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Alene W[redacted]Corporate Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Please note that I submitted my complaint before finally reaching someone who was able to help me at the business. 
Sincerely,
[redacted]

February 27, 2018   Revdex.com Expedia – DuPont, WA Complaint Department   Re: Expedia Case #: [redacted]   Dear Revdex.com,   Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] Dwyer. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.   After further review of Mr. [redacted] complaint, we can confirm that on January 27, 2018, Expedia ‘s customer service received an email requesting for his hotel reservation not to be cancelled, however, he stated that he booked a smoking room and was advised by the hotel that their hotel is non-smoking.  Mr. [redacted] inquired as to why Expedia included smoking rooms as an option. Expedia’s customer service department responded on January 28, 2018, advising him that this matter will be investigated. Regrettably, Expedia did not hear from the hotel until February 17, 2018, at which time, our representative was advised that Mr. [redacted] utilized his reservation, and would not approve a refund.   Expedia has made the proper teams aware of the misinformation to be updated on the site and that due to the reservation being utilized in full, no refund will be permitted. However, as a gesture of good faith, Expedia has applied a $50.00 travel coupon to Mr. [redacted] account. The travel coupon is valid for one year from the date of this response, toward any Expedia special rate hotel or vacation package.   Again, thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.   Sincerely,   LaToya J[redacted] Corporate Customer Service

April 29, 2017
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on November 22, 2016, Mr. [redacted] booked an Expedia Vacation Package over the phone with assistance from an Expedia representative. We understand from Mr. [redacted]’s complaint the booking representative informed him that he would receive 18,776 rewards points after travel. He states that after travel, he contacted our office and was informed that he was not eligible to receive rewards for this booking because he did not enroll in the program until April 1, 2017.
Mr. [redacted] feels that he should receive the points because he was not told during booking to enroll into the program first.
We apologize if information regarding rewards and how they are earned was not properly conveyed to Mr. [redacted]. Points for Hotel Collect bookings post 35 days after travel. As a courtesy we will honor the request add 18,776 rewards points into Mr. [redacted]’s account. Please allow up to 35 days after travel for points to appear in the account.
Again, 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,
Marlon J[redacted]
Corporate Correspondence Team

August 12, 2016
 
 
Revdex.com
Alaska, Oregon & Western Washington
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Mr. [redacted] is requesting a refund.  On August 4, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on May 1, 2016, the customer self-booked a flight reservation for [redacted] and [redacted].  Travel is on American Airlines, departing November 25, 2016, from Fresno, California to Phoenix, Arizona; returning on November 27, 2016, from Phoenix, Arizona to Fresno, California. The customer is stating when they booked the flight reservation; the Expedia site advised them the tickets would be refundable. The customer is stating they contacted Expedia to cancel the reservation; however the tickets are nonrefundable.
 
Upon further researching this matter, we can confirm on August 4, 2016, the customer contacted Expedia, wanting to cancel the flight reservation and receive the refund. Expedia advised the customer the tickets are nonrefundable; however the customer would have an airline credit with America Airlines. The customer would be responsible for the change fees of $ 200.00 per person; plus any fare difference.
 
In reviewing the customer’s account, Expedia can confirm that the tickets are nonrefundable. The customer was sent the itinerary confirmation on May 1, 2016, which does advise the customer the tickets are nonrefundable.
 
Expedia can confirm the tickets are active for travel for November 25, 2016. If the customer does not cancel the tickets before the departure date, American Airlines will consider the tickets as a lost value.
 
If the customer needs to cancel the tickets they can contact Expedia at 1-800-397-3342. The airline credit with American Airlines is valid for 1 year from the issue date of May 1, 2016.  No name changes are allowed.
 
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers.  As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies.  
 
Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. Should 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. There is also a box on our site that clearly displays the 24-hour cancellation relates to flights only.
 
We hope the customer understands, Expedia cannot honor the request for the refund.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because Expedia is the travel agency that I have bought the tickets through. They claim that they have received acknowledgement of the Jet Blue flight being cancelled. If [redacted] is the company holding the money right now, Expedia should be the intermediary broker for return of the money. It is as simple as them showing [redacted] the Jet Blue cancellation. Expedia states the [redacted] flights went off with delay. I'm sure they did, but I was physically incapable of boarding those flights due to the first part being cancelled. Expedia has me calling the airlines, but there is no cross talk, I keep getting sent in circles. The sole purpose of using Expedia is to act as a flight brokerage agent. They are the party responsible for resolving the issue.Sincerely,[redacted]

January 10, 2017
 
 
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 refund. On January 4, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on October 4, 2016, the customer self-booked a one-way flight reservation for Lucille Castruita Benvenuti. Travel was on United Airlines, departing October 13, 2016, from Santa Ana, California to Albuquerque, New Mexico. The reservation includes the Cancellation Plan, via itinerary number [redacted]. The customer is stating they contacted Expedia within the 24-hour cancellation policy to cancel the flight reservation; however it was not canceled.
 
Upon further researching this matter, we can confirm on October 4, 2016, the customer contacted Expedia to confirm the flight details. Expedia provided the customer with the flight information.
 
On December 6, 2016, the customer self-canceled the flight reservation; which is past the timeframe for the 24-hour cancellation. Based on the airline policy the ticket is nonrefundable. Ms. [redacted] has a flight credit; however due to the imposed airline change which is higher than the flight credit. United Airlines will consider the ticket as a lost value.
 
In regards to the Cancellation Plan that was purchased with the flight reservation, the Terms and Conditions of the plan were available to the customer at the time of the booking, and were also linked within the itinerary confirmation email the customer received upon completing the reservation. The Terms and Conditions expressly state:
 
· Pre-Departure Trip Cancellation: We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the schedule for non-refundable cancellation charges imposed by Expedia, Inc. If you are prevented from taking your covered trip due to your, an immediate family member’s, traveling companion’s or business partner’s sickness, injury or death or other covered events as defined that occur(s) before departure on your covered trip.
 
·         Post-Departure Trip Interruption:  We will pay a Post-Departure Trip Interruption Benefit, up to the amount in the Schedule, if due to your, an Immediate Family Member, Traveling Companion, or Business Partner's Sickness, Injury or death or Other Covered Events as defined: 1) your arrival on your Covered Trip is delayed; 2) you are unable to continue on your Covered Trip after you have departed on your Covered Trip.
 
The Terms and Conditions also make clear that the Cancellation Plan is administered by third-party insurer AON Affinity. If the customer would like to make a claim under the policy, the customer may contact AON Affinity at 1-800-954-4968 to submit a claim.
 
During the booking and checkout path on our website, it was disclosed to the customer that the flight was nonrefundable.
 
We hope the customer understands United Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia. We cannot honor the refund request.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service