Expedia Inc

July 12, 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

August 10, 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 Ms. [redacted] is requesting a refund. On August 2, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on August 5, 2015, the customer self-booked a package reservation for [redacted], [redacted] and [redacted]. Travel was on United Airlines, departing October 8, 2015, from Angeles, California to Detroit, Michigan; returning on October 12, 2015, from Detroit, Michigan to Angeles, California. A hotel stay at The Westin Southfield Detroit, check-in date October 8, 2015, check-out date October 12, 2015. The package includes a car rental in Detroit, Michigan and car rental insurance. The customer is stating that they were advised by Expedia that they would have an airline credit. The customer is stating they contacted Expedia on two occasions; however the customer was not able to rebook the flight credit.
 
Upon further researching this matter, we can confirm on July 6, 2016, the customer contacted Expedia wanting to rebook using the flight credit. The customer advised that they wanted the new dates for July 20, 2016, from Angeles, California to St. Louis, Missouri; returning on July 24, 2016, from St. Louis, Missouri to Angeles, California. While Expedia was searching for the new flights, the customer’s call dropped. Expedia made two attempts to contact the customer; however they were not available. Expedia did leave a voice message.  
 
On July 21, 2016, the customer contacted Expedia wanting to rebook using the flight credit. While Expedia was searching for the new flights, the customer’s call dropped. Expedia could not contact the customer.
 
In reviewing the customer’s account based on United Airlines the tickets are nonrefundable. The flight credit is valid for 1 year from the issue date of August 5, 2015. The customer had to rebook the flight credit before August 5, 2016.
 
United Airlines has considered the tickets as a lost value. We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers. Expedia cannot honor the request for the refund or airline credit.
 
Expedia considers this matter as closed and will no longer address this matter any further.
 
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

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
I reject this reply - if what you are stating IS true, the Expedia website should state,  "Reserve at Four Seasons Hotel and receive 100% off flight", and NOT "Save 100% off flight" which leads to a click-thru that offers hundreds of different hotels.   This is not clear, and it should be, otherwise it's more on the lines of a 'bait and switch'.   The notice doesn't state which hotel, it just says receive 100% off fight with hotel stay.   
I believe this is falsely advertised, and feel that the offer should be honored.

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. Sincerely, [redacted]

April 7, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our...

customer.  We appreciate the 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.
 
Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect on February 20, 2017 the customer accessed Expedia.com and self-booked a hotel reservation at the [redacted] Hotel in Istanbul to check in April 1, 2017 and checking out April 2, 2017.  The customer is stating the hotel was overbooked and arranged for him to stay at another property, The [redacted], which we show, is a slightly higher priced property on Expedia.com.  We do not show that Mr. [redacted] contacted Expedia.com from the property to allow us to assist if he was unhappy with the arrangements the [redacted] Hotel provided. 
 
Expedia acts only as a third party booking intermediary and provides the following information in our Terms of Use which customer’s agree to by completing a booking our website.
 
TERMS OF USE
This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement"). Please read these Terms of Use carefully, as they contain important information about limitations of liability
https://www.expedia.com/p/info-other/legal.htm
 
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
 
As Expedia was not contacted and as the customer agreed to our terms of use stating we are not responsible for the independent vendors performance, we cannot agree to a refund of the $19.97 Mr. [redacted] paid for a one night stay.  The funds have been paid to the [redacted] Hotel for his booking and as they did provide for him to stay at another property, they would not allow a refund of the fees. 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Corporate Customer Service

September 30, 2015 Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-[redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc.regarding an issue from our customer.  Weappreciate the Revdex.com allowing us to address the comments and concerns which havebeen brought to our attention.  Expedia,Inc. is disheartened the customer felt their concerns were not resolvedadequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund request. We understandMs. [redacted] is requesting a full refund of a recent vacation package. On September30, 2015 we attempted to contact the customer to acknowledge receipt of theirRevdex.com complaint. Our records indicate on June 25, 2015 Ms. [redacted] accessedExpedia.com and booked package Itinerary [redacted] for [redacted] All Inclusive at The Point, Lucea, Hanover, Jamaica checkingin July 9, 2015 and checking out July 12, 2015. The customer is requesting a full refund due to crickets and a waterleak in the bathroom.   We are sorry to learn about the customer’s experience with [redacted].  Asyou may know, Expedia.com acts only as a third-party intermediary for hotelproviders. If one of our customers has an unsatisfactory experience duringtheir trip, we want to take the appropriate action. We encourage them tocontact us from the hotel if the accommodations are not satisfactory, uponarrival. This enables us to attempt to find a resolution at that time. AsExpedia was not contacted during travel, we were unable to assist with alternateaccommodations when the customer encountered issues.  On September 30, 2015 we spoke to [redacted] with the [redacted] to advocate for the customer and her response is that Jamaica is atropical setting and the hotel is located in an ecological area.  Crickets are just a normal part of their environmentand not something they can control, nor an issue they would consider refundingfor.  The water issue she said would onlybe a refundable issue if the customer spoke to them while in stay, and theywould have worked out a compromise with them at that time.  They are not willing to offer any concessionsat this point.  Airline tickets were fully utilized as booked, so theairlines would not be willing to make any refund of the flight portion of theitinerary.   Although we regret to hear that the hotel did not meet expectations,we are unable to offer any refunds or compensation for this reservation. We thank you for allowing us the opportunity to address theissues that were brought to our attention. If you have any further questions or concerns regarding this matter,please feel free to contact us.   Sincerely, Roseanne G[redacted]Tier 3 Customer Service

R Complaint: [redacted]I am rejecting this response because: this is what I was advised to do by Revdex.com in order to keepthe complaint open and allow the business more time to resolve this issueSincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:On 1/31 I booked one hotel which is Itinerary # [redacted]      On 2/1, I booked three hotels which are Itinerary # [redacted], Itinerary # [redacted], Itinerary # [redacted].Expedia has 3 Limits in one month and I had ONE for January and THREE for February.However, I only got ONE $50 BPG coupon of January when I reported this issue to Revdex.com.org and I received TWO more $50 BPG coupons of February. I am still waiting for ONE more  $50 BPG coupon which was promised after expedia approved my submission for BPG. In conclusion, I have to receive one $50 BPG coupon as expedia.com has guaranteed.
Sincerely,
[redacted]

October 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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding a package reservation. Our records indicate on August 18, 2015, the customer self-booked a package reservation using the Expedia.com website. Accommodations were at The [redacted] (4 star property) from November 6, 2015, to November 13, 2015. We understand from the complaint, the customer is requesting to be relocated to her original hotel reservation. Upon receipt of the Revdex.com submission, we have verified the customer received an email stating to contact Expedia regarding her hotel reservation. Due to the hotel not being able to allow the customer to utilize her reservation not previously known by Expedia, the customer was directed to contact our relocation department. This department is specifically designed to handle urgent issues when a hotel has cancelled a customer’s stay with imminent travel dates. According to documentation, at the time of call, the customer agreed to be relocated to the [redacted] (4 star property) with a room type: Superior Double Room, City View. In addition, the customer did not incur any additional costs for the relocation. The customer may contact the Relocation Department directly for further assistance. 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 to date I have not received a refund or voucher by Expedia for the bundle package of flight and hotel. The $700+ refund mentioned is for flight what about the hotel refund?Sincerely,
[redacted]

Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear [redacted] did not accept our response and/or resolution offered.
As previously advised, on May 13, 2016, as rates do fluctuate, Expedia offers a Best Price Guarantee Promotion. If the customer finds a lower rate on Expedia or on another U.S. based website within 24 hours of booking with Expedia, we will credit or refund the difference in price. The Terms and Conditions for the Best Price Guarantee Promotion states as follows.
Must be "Apples to Apples" Comparison.  The Best Price Guarantee is available only for exact itinerary matches. For example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com.
Verification of Claims.  All requests, including receipts, are subject to verification by Expedia.com Expedia.com will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia.com personnel. Nor will Expedia.com verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faith.
For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser –
https://www.expedia.com/p/info-other/guarantees
Upon further researching this matter, we can confirm on April 14, 2016, the customer submitted an online Best Price Guarantee claim form.  On April 15, 2016, Expedia replied to the customer, advised the customer did not meet the terms and conditions for the Best Price Guarantee. 
The website, www.cheapoair.com is a travel consolidator and per our terms and conditions, this will not qualify for the Best Price Guarantee claim.  
Expedia strives to provide the highest level of customer service. We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers.
We thank you for allowing us to address this matter further. 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. I am okay if the company needs more time in order to research my case more thoroughly. I hope that during their research they listen to the numerous recorded phone calls made on that day. I was unable to mention this in my original complaint due to character limit, but during my last phone call with Shawn, B[redacted], he called me a racist numerous times when I suggested that there was a miscommunication due to language barriers (the customer service center is obviously outsourced.) Having my reservation request bungled, then being charged an additional $200 for their error, being scolded by the supervisor, then being called a racist when I didn't say anything remotely derogatory is incredibly insulting. I think that not being penalized for Expedia's error is a very reasonable request considering how unprofessionally I was treated, and in addition, I think that I am entitled to an apology. I look forward to a swift resolution that will ameliorate the situation.  Sincerely, [redacted]

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.   Their dates and timeline are not accurate but ultimately they made good on the reservation on the final day of my stay.  Of the three days I was there I was forced to spend almost 6 hours on the phone trying to take care of this and was told on several occasions that it was taken care of when it was not.  They did offer me a credit towards future travel which is a nice gesture but not even close to the value of the time I lost.  Sincerely, [redacted]

April 18, 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 XXXXXXXX) regarding a package reservation.  We understand Ms. [redacted] is requesting a refund.  On March 11, 2015 we received receipt of the Revdex.com complaint.
Our records reflect on January 11, 2016, an Expedia agent assisted the customer with booking a package reservation for [redacted] and [redacted] on Expedia.com.  Travel was on JetBlue, departing on March 4, 2016, from New York to Cancun, Mexico; returning on March 9, 2016, from Cancun, Mexico to from New York.  The hotel stay was at the GR Caribe by Solaris Deluxe All Inclusive Resort, check-in date March 4, 2016, check-out date March 9, 2016.  The customer is stating, the agent left out round trip shuttle transportation on the itinerary.  The customer is stating, they were advised by Expedia they would be refunded for the shuttle once the customer rebooked it; however, the customer has not received a refund.
Upon further researching this matter, we can confirm on March 3, 2016, the customer contacted Expedia regarding this matter.  The customer referenced speaking with an agent on January 11, 2016.  The customer stated the agent who assisted her with the package reservation left out the roundtrip shuttle transportation.  The customer advised, they originally contacted Expedia to inquire about the Best Price Guarantee.  The customer requested a refund for the Best Price Guarantee and to add the shuttle transportation on the itinerary.  Our agent advised the customer, they could not process the refund for the Best Price Guarantee.  The agent did offer the customer a $100.00 coupon as compensation for the Best Price Guarantee, which the customer accepted.
Our agent advised the customer, they could not add the shuttle on the original itinerary.  The agent advised the customer to book the shuttle separately and then Expedia would refund the customer back for the reservation, which the customer did agree to.
On that same day, Expedia can confirm the customer self-booked a shuttle transfer located at the Cancun Airport for pick-up date March 4, 2016.  Itinerary number: [redacted].  Our agent then processed a refund in the amount of $25.00.
On March 10, 2016, the customer contacted Expedia, advising the shuttle reservation was canceled, and her credit card company advised her that Expedia did not request the payment.  The customer advised they had to book directly with the shuttle company.  Our agent did confirm the shuttle reservation was booked, and not canceled.  The agent confirmed the customer was refunded on March 3, 2016 for $25.00.  Our agent transferred the customer to our corporate office.  The customer was advised to submit a receipt for the shuttle booking.  The customer understood.
In reviewing Ms. [redacted] account, the customer was refunded on March 3, 2016 in the amount of $25.00 and a $100.00 coupon was added to the customer’s account.  Expedia can confirm, the customer did not submit an online Best Price Guarantee claim form.  Our agents do not submit Best Price Guarantee claim form over the phone.
For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser –
http://www.expedia/p/info-other/guarantee.htm?mcicid=pubwiz.bpg#
Expedia can verify, there are no receipts from the customer have been received.  Expedia requests the customer to submit a copy of her receipt for the shuttle service via the Revdex.com link.  We will review for a possible refund for the shuttle service only.
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

August 22, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our...

customer.  We appreciate the 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.
 
Expedia, Inc. is responding to the consumer complaint from Ms.[redacted] (Revdex.com case number [redacted]) regarding a flight refund request.
 
Our records reflect on May 31, 2017 the customer accessed Expedia..com and self-booked itinerary #[redacted] for three round trip flights to Venice, Italy departing September 1, 2017 and returning September 11, 2017.  The customer asked to cancel two of the three tickets due to a family medical emergency. 
 
Expedia acts only as a third party booking intermediary for the airlines and as such must uphold the terms and conditions of the vendors who provide travel services through our company.  The terms and fare rules of the flights Ms. [redacted] selected and purchased provide the following in regards to cancellation:
 PENALTIES   CANCELLATIONS       ANY TIME       TICKET IS NON-REFUNDABLE.         NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.          REFUND RULES APPLY PER PRICING UNIT.          IN CASE OF FARE COMBINATION THE MOST RESTRICTIVE          CANCELLATION CONDITION APPLIES FOR THE ENTIRE          PRICING UNIT.          --------          CHILD DISCOUNT DOES NOT APPLY.          INFANT WITHOUT SEAT FREE OF CHARGE.          --------          IN CASE OF CANCELLATION AFTER DEPARTURE - REFUND          THE FARE PAID LESS THE APPLICABLE OW FARE FOR THE          SECTOR TRAVELLED - AND - CHARGE THE CANCELLATION          FEE IF ANY.          --------          IN CASE OF A PARTIALLY USED TICKET TAXES FOR          USED SECTORS MUST BE RECALCULATED. REFUND OF          UNUSED GOVERNMENT/REGULATORY/AIRPORT AUTHORITY          IMPOSED TAXES FEES AND CHARGES IS PERMITTED.          --------          FOR NON-REFUNDABLE TICKETS THE YQ/YR          SURCHARGE AND ANY NON-INTERLINEABLE          NON-REFUNDABLE TAXES INCLUDING BUT NOT LIMITED          TO US/ZP TAX WILL NOT BE REFUNDED.          --------          WAIVED FOR DEATH OF PASSENGER OR TRAVEL COMPANION.          WAIVERS MUST BE EVIDENCED BY DEATH          CERTIFICATE.          --------          FULL REFUND PERMITTED BEFORE DEPARTURE IN CASE OF          REJECTION OF VISA. EMBASSY STATEMENT REQUIRED.          --------          THE OPTIONAL PAYMENT CHARGE WILL NOT BE REFUNDED.
 
Air Berlin is the merchant of record for this itinerary and as such they are the party that charged the customer’s credit card and they would make any refund that they deem the customer to be entitled to. 
 
Expedia contacted Air Berlin on behalf of the customer and they advised that an email with the medical statement could be sent to [redacted]@airberlin.com for consideration.  The email was sent and the airline would refund directly to the customer if they determine they will agree to the request. The customer is welcome to send an individual email to the airline as well for consideration. 
 
As Expedia has no ability to make any refund to the customer, we have done what we can to assist her.  Any further action or refund will be at the discretion of Air Berlin.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I cannot accept Expedias response and at the moment it's actually just the principal. I actually booked another hotel through Expedia for the same day and was able to change it by calling the hotel. This was after I was able to cancel my hotel. I never cancelled it late and if I did Expedia would never entertain even refunding me. I've been working hotels as a front desk agent for 6 years and I know all the practices. I'm appalled that Expedia is saying that I cancelled late and and are going to extreme lengths to cover up there mistakes. I will never ever in my life use this disgraceful company.
Sincerely,
[redacted]

June 27, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the 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.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a request for an Expedia Travel Coupon offered as part of our Best Price Guarantee Promotion.
 
Under the Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking.  The price match request must be submitted online within 24 hours of your original booking. The lower priced itinerary needs to meet specific requirements to qualify. The following link to the Expedia Best Price Guarantee Terms and Conditions were provided on the website:
 
http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US:
 
Our records reflect on May 11, 2016 Mr. [redacted] booked Itinerary # [redacted], he found a lower price on our website later and cancelled the itinerary and booked at a lower rate.  We regret the customer was unable to file the Best Price Guarantee form online for the first reservation, and found it necessary to cancel the reservation and re-book.  Although the information he received from our agents was technically correct, a customer would need to actually file a Best Price Guarantee on a current itinerary to be eligible for price match, which then generates the $50.00 Travel Coupon.  However, since there were site issues and he was unable to submit his claim against the first itinerry, on June 27, 2016 we have provided Mr. [redacted]’s online Expedia account with a $50.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within his account. We hope he will allow us the opportunity to improve upon his experience in the future.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Customer Service

May 24, 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 April 29, 2016, Mr. [redacted] booked roundtrip flights from New York, New York to Seattle, Washington. The travel date for both outbound and inbound was May 13, 2016. 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.
On May 5, 2016, Mr. [redacted] contacted our office to address this error. He explained that his flight was to depart the following day, but his reservation was for May 13th only. After reviewing the terms of the ticket, we informed Mr. [redacted] that the tickets were non-refundable and non-changeable per airline policy. Mr. [redacted] insisted that Expedia resolve the issue but, Expedia made no errors on the itinerary that would allow us to issue a 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,
Marlon J[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this because: I contacted Expedia to rebook my flight on at least four occasions and they could not contact Air Dolomiti. I did not mind if they booked the floght with them, it was their communication issues with the third party that made it impossible to rebook my flight. I did not condition the new flight to another airline. My orguginal itinerary request was with United/lufthanza but ince the ticket was purchased I had no preference. after a month th trying to use their credit I purchased new tickets (from Expedia) for our trip this summer. I am unwilling to accept that I have to fly when Expedia would like, after trying to reach feasable flightss with their "Gold" Service.I do not accept the airline credit restricted to fly by march 2018. Expedia was unable to put me on alternative fligjts to ise the credit for a month. I was not able to contact the airline directly  because the reservation was booked trhough expedia!They can not say it was the third party's responsability when it was only through Expedia that the flight could be rebooked! They were never able to do so in an appropiate way! They should give me a full refund for the amount as they could not provide thte service they were offering to me with my "credit"
Sincerely,
[redacted]