Expedia Inc

September 15, 2015
 
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, 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 refund request.  We understand the customer is inquiring in regards to the Expedia Best Price Guarantee. On September 15, 2015 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
 
Our records indicate on August 22, 2015 the customer accessed Expedia.com online and self-booked a reservation at the [redacted] in Lakeville, Pennsylvania to arrive Monday August 24, 2015 and checking out August 26, 2015.  The customer states they read about our best price guarantee program online and later saw a listing on [redacted] for a “similar resort and room type” at a lower price.  They contacted Expedia by phone seeking a refund. 
 
Expedia does offer a Best Price Guarantee promotion, and as the customer notes, the program, and all details concerning the associated terms and conditions, and how to submit their request, are located on our website.  There are very specific guidelines that must be met for a booking to be eligible for a price reduction or refund under this program, and the customer must follow the published submission instructions for consideration.  Our website provides that all requests must be submitted online and must be accompanied by a screen shot of the comparison pricing. As an example, only certain websites are eligible for comparison, coupon offers are not eligible, comparisons must be for exactly the same room type and location, and the same booking, payment terms, and conditions, must apply, Other program terms are available in our online information.
 
Customers will find the following information available on our website;
 
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 is provided on the website:http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US: ⇄ />  
 
Once a Best Price Guarantee request is submitted online, it is reviewed for eligibility by our verification department and, if found to meet all guidelines, the customer will receive a notification that a refund will be processed after the stay is completed. 
 
As the customer did not read and follow the online requirements, their request would not be eligible for consideration.  They also are requesting comparison with [redacted], a coupon site, which is not eligible for consideration under the terms of our program. 
 
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

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 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint 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.  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 her 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 hotel reservation.  We understand Ms. [redacted] is stating she accidentally booked a duplicate reservation.   On April 17, 2015, we contacted Ms. [redacted] to acknowledge receipt of her Revdex.com complaint.   Our records indicate on March 29, 2015, the customer self-booked a hotel reservation using Expedia’s Mobile App for hotel stay at the [redacted]; for check-in on April 25, 2015, and check-out on May 1, 2015, on Itinerary number [redacted].  The customer then self-book a second hotel reservation using Expedia’s Mobile App for hotel stay at   the [redacted], with identical travel dates, on Itinerary number [redacted].  We can confirm the reservations were booked by Ms. [redacted] or an authorized user on the account, without the assistance of an Expedia representative. Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of the vendors.   We strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of their trip including any cancellation policies prior to finalizing the booking.  On March 31, 2015, we can confirm Ms. [redacted] contacted us requesting a refund for a duplicate booking.  Our customer service representatives inform the customer of the hotel cancellation and change policy that was displayed at the time of booking. The policy stated: Important Hotel Information:·  This reservation is non-refundable and cannot be changed or canceled·  Please contact the property ahead of time if you are planning to arrive after midnight. Our customer service representative contacted the hotel to advocate on behalf of the customer and requested a refund of the duplicate booking. The hotel instructed us to contact them the next day for a decision. Between the dates of April 2, 2015 and April 11, 2015, we made multiple attempts to contact the hotel requesting the approval to refund.  Our initial attempts were not approved.  On April 15, 2015, we contacted the [redacted] to make one final attempt for an authorization to issue a refund and were given the approval by hotel management.  A refund was processed to Ms. [redacted] credit card account on April 17, 2015, in the amount of $2,465.04, for Itinerary number [redacted].  The time that it takes for the refund to post to in Ms. [redacted] account depends on how quickly the credit card company processes refunds.  We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

September 12, 2017
 
Revdex.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, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Ms. [redacted]’s complaint. At this time we are requesting Ms. [redacted] please provide an itinerary number for her booking and the email address associated with his Expedia account. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further.
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 24, 2016
 
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint #[redacted].) We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
 
Unfortunately we are not able to see or download the attachment submitted by the customer. During our research we were able to see the same information Ms. [redacted] stated she saw on the complaint. We do agree that the statement “free cancellation within 24 hour” was provided to the customer during the booking path but the customer was also provided with the hotel’s full cancelation policy and advised the rate was non-refundable.
 
Expedia.com only acts as a third party travel agency that does not provide the services of hotel accommodations or flight travel therefore it must abide by the vendor’s terms and conditions related to their cancelation policies.
 
Expedia does not charge a fee for canceling or changing a hotel reservation unless it is stated on the vendor’s policies. Expedia can only advocate on a customer’s behalf with regards to a refund request for a non-refundable rate.
 
Expedia continues to stand by our original reply. We maintain that Ms. [redacted] was advised the room was non-refundable and the hotel’s cancelation policy did not state it would be refunded if canceled within 24 hours.
  
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,
 
Angel A[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: This is false. I searched for a round trip ticket and was sold a round trip ticket, I never recieved notification of the itinerary being divided in to 2 one ways until after I paid. As I said, I was ok with it because I was going to use it and billing was not a problem, But I do not accept being penalized double for a ticket which expedia sold as one whole roundtrip. Since the moment I searched to the moment I was about to pay the search engene and expedia web page always showed as one roundtrip, not 2 one ways, this is very tricky and very unfair.
Im very sorry Expedia, I have been a customer of Expedia for years and I have never had a problem like this. Im very sorry to hear of this tricky and sneaky business from a company I trusted so much.
Sincerely,[redacted]

Dear Revdex.com, We refer to your email to us in relation to a complaint of [redacted] concerning the reservation booking on Expedia.co.in (Itinerary No. [redacted]).We have heard the call recordings thoroughly to get more insights of the complaint. We have aggregated our findings in the below points:The customer called on the arrival date for date amendment to 15th Feb’17 with the same flight. Our support team informed the customer that, due to an error, they are unable to check the no show policies, which is required as the travel was for the same day.Customer requested for cancellation mentioning that airlines never charge penalty if cancelled within 24hrs.The support agent advised that we can’t commit on any refund because the travel is for the same day. However, apart from airlines charges 399 INR convenience fees and 500 INR Expedia charges will be applicable. It has been observed that the agent reconfirmed that there is no assurance of the airline fee or refund; however, the customer agreed for cancellation and asked the agent to cancel the flights.Customer asked Expedia agent to check Expedia 24hrs policy and agent did the same but did not get anywhere written. Agent replicated the Itinerary on website and informed that this information is not mentioned anywhere on our site.Customer asked the agent to confirm the cancellation. Agent cancelled the flights with customer’s permission and advised that the refund would go to same account in 3 to 4 business days.From the above points, we are inclined to confirm you that at all times, the agent clarified that there might be an airlines no show fee; however they are not sure of it; however, the customer agreed for cancellation.Please note that the customer has received lesser refund by [redacted], which is airline cancellation charge.Thus we are unable to accept the claim for refund of this amount.Please share our investigation details with Mr. [redacted]. ThanksDapinder K[redacted]Priority Customer Escalations Agent, APAC-EMEA | Expedia, Inc. |

June 15, 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 Ms. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on April 9, 2015, the customer self-booked a flight reservation for two travelers using Expedia’s website, itinerary [redacted]. Travel is with [redacted] from San Diego, California to Puerto Vallarta, Mexico, departing on June 20, 2015, and returning on June 27, 2015. We understand Ms. [redacted] is requesting to be re-accommodated to a different flight without being subject to the airline imposed exchange penalty fees, or, to cancel and receive a full refund of this booking.
On June 15, 2015, Expedia contacted [redacted] on behalf of Ms. [redacted] to request a refund/re-accommodation due to the US Travel Advisory referred to in her complaint. Expedia was advised that the tickets are nonrefundable and a refund will not be authorized due to the circumstances. The tickets’ fare rules are to be followed in the case of a change/cancellation.
We have verified that at the time of booking the customer agreed to the following airline terms and conditions:
PENALTIES:
CANCELLATIONS:                                              
ANY TIME
TICKET IS NON-REFUNDABLE IN CASE OF CANCEL/NO-SHOW.
CHANGES:
  
ANY TIME
·         CHARGE USD 200.00/CAD 200.00.
·         RESERVATION CHANGES MADE PRIOR TO THE ORIGINALLY SCHEDULED FLIGHT RETAINS TICKET VALUE LESS THE APPLICABLE PENALTY FEE UP TO ONE YEAR FROM THE ORIGINAL DATE OF TICKET ISSUANCE.
·         CHANGES RESULTING IN A HIGHER FARE MUST BE ADD COLLECTED AT THE TIME OF REISSUE.
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. [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.
While we regret Ms. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to honor her request for a refund or a waiver of the airline imposed exchange penalty fees and applicable increase of fare.
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
 %3

October 6, 2015
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 a reservation booked on Expedia.com.
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
 %

July 7, 2016
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Expedia can only make changes to a passenger’s name with approval from the airline. There is usually a fee associated with this type of request. The matter stemmed from an error made by the customer, not Expedia. As such, we advocated on her behalf with the airline and ultimately, she received a refund for the booking in question. As we have addressed the complaint and no new information has been presented, we consider this matter closed.
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

February 4, 2016
Revdex.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 a reservation booked on Expedia.com.
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
...

November 30, 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 Mr. [redacted] and Mrs. [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand Mr. and Mrs. [redacted] are requesting a refund. On November 28, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on May 7, 2016, the customer self-booked a pay later hotel reservation at The Garden Inn for two room’s check-in date September 23, 2016, check-out date September 25, 2016. Itinerary Number: [redacted].
 
On May 8, 2016, the customer self-booked a pay later hotel reservation at The Garden Inn for two room’s check-in date November 18, 2016, check-out date November 20, 2016. Itinerary Number: [redacted]. The customer is stating they canceled both itineraries; however the customer was only refunded for one reservation.
 
Upon further researching this matter, we can confirm on November 28, 2016, the customer contacted Expedia advising they canceled both itineraries. Expedia contacted the hotel; they would not authorize the refund.
 
Expedia is able to review the customer’s cancellation session that was done on August 14, 2016. The customer only selected to cancel the itinerary number: [redacted] and continued with the cancellation.
 
On November 30, 2016, Expedia contacted the hotel on the customer’s behalf; they will not authorize the refund.
 
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. Each vendor has its own specific set of policies and procedures as does each booking purchased.
 
We hope the customer understands Expedia must adhere to the hotel’s policy. The Garden Inn was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia.
 
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. 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: Expedia did NOT provide me $50 coupon.
Sincerely,
[redacted]

August 8, 2015
 
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 a reservation booked on Expedia.com.
 
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

July 21, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
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.  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 refund request.  We understand the customer is writing concerning flight delays on a recent trip. On July 21, 2015 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
 
Our records indicate on March 3, 2015 the customer accessed Expedia.com to self-book itinerary #[redacted] for a package itinerary including round trip flights on [redacted] from Houston, Texas to Cancun, Mexico leaving on July 2, 2015 and returning on July 5, 2015.  We understand from the complaint that there was a significant departure delay on the return flight and the customer is asking for compensation from Expedia.
 
Expedia regrets the inconvenience the customer experienced, however the terms and conditions, which the customer agrees to when using Expedia.com to book travel) state in part;
·         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 Affiliates. The Expedia Companies and the Expedia Affiliates 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 Affiliates 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. 
 
The full terms and conditions for use of Expedia.com can be found at:
·         http://www.expedia.com/p/info-other/legal.htm
 
Further, the customer’s itinerary states:
·         Charter flight summary  flights:
·         Please reconfirm your international flight reservation at least 72 hours prior to departure by contacting the airline directly. 
 
While Expedia is disappointed to learn about the customer’s experience with [redacted] Airlines, Expedia.com acts only as a third-party intermediary for travel providers.  We are unable to offer any refunds or compensation for this reservation delay.
 
 
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

Complaint: [redacted]I am rejecting this response because:
Expedia is ignoring the fact that we had made last minute non-refundable tickets on alaska airlines to [redacted] that we had to let go/got forfeited since we didn’t make the trip - owing to no hotel reservation.
 
And not charging us for the hotel reservation when there was no confirmed reservation when we got a confirmation from Expedia is not the issue we are complaining about.
 
In two instanced I had called Expedia customer service to help with an alternate hotel reservation, but they couldn’t help since there were no hotels available. One such call also issued me a service ticket - Ref# S#[redacted]
 
There were no hotels available on these dates as the city was sold out and Expedia was not able to provide me an alternate reservation.
 
 
I tweeted my frustrations on social media and Expedia responded. The interaction is as below:
 
As you will note, Expedia is ignoring my flight reservations and $100 credit was not accepted by me.
Our family was really looking forward to see the Northern Lights and we were waiting for this month for long to go and see them in [redacted]. Unfortunately owing to Expedia's good up we missed all of it and will now have to replan our visit next year.
 
They sent us a confirmation when the hotel was not confirmed.  We are bumped by the ignorance and poor customer commitment and service shown by Expedia. How will I ever get the confidence to get back on their site and make another reservation.
 
I would need a full refund for our airfare.
 Sincerely,[redacted]

October 16, 2017 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 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 Ms. [redacted]’s complaint she is requesting a refund of her parents insurance.Upon further research, we are unable to locate an Expedia.com account related to Ms. [redacted]’s complaint. We respectfully request that Ms. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address her concerns.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]Corporate Customer Service

May 7, 2015 Revdex.comAlaska, Oregon & Western WashingtonComplaint 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.  We appreciate the Revdex.com taking the...

time to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt her 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 flight reservation.  We understand Ms. [redacted] is requesting Expedia to change her flights at no additional cost and provide a refund of any difference in cost for her inconvenience. On May 5, 2015, we attempted to contact Ms. [redacted] to acknowledge receipt of her Revdex.com complaint but were unable to reach her. Our records indicate on April 16, 2015, Sophia Pedersen, or an authorized user on the account, on the Expedia.com website, self-booked a vacation package for travel on August 27, 2015 for two adults and one child.  The flights are with [redacted] hotel reservations are with the [redacted] San Diego.  The cost of the package is $1,449.32. Expedia acts an intermediary for reservations for airlines, car rental companies and hotels; as such, we must abide by the terms and conditions mandated by the vendor. We have verified the time change was due to an airline schedule change. From time to time, for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly.   As the travel agent, Expedia has no control over when or how often these changes occur. Once the airline advised us of the time changes affecting the flight, an email was sent to Ms. [redacted] attention. In researching further, we can confirm on April 22, 2015, Ms. [redacted] contacted our customer service department to discuss the changes that were required for her booking.  We advised Ms. [redacted] of the new departure time that we were provided by the airline.  According to the documentation in the case notes, Ms. [redacted] verbalized her dissatisfaction with the changes and then disconnected the call.  Our customer service department attempted to call Ms. [redacted] to continue servicing her request but was unable to reach her.  With the exception of the Revdex.com complaint, we have not received any further notifications from Ms. [redacted] requesting assistance.Should the customer need further assistance, we ask that she contact our customer service department at[redacted]  Our agents are available 24 hours a day, 7 days a week.  While we regret any inconvenience this matter has caused, the changes were a result of an airline schedule change, not Expedia.  As a result, we are unable to provide a refund or compensation regarding this matter.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,[redacted]Tier 3 Customer Service

November 9, 2015
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 flight reservations.  We understand the customer requesting the Best Price Guarantee.
Our records indicate on October 7, 2015, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Expedia.com website. Travel was on [redacted], departing October 25, 2015, from John F. Kennedy, New York to Honolulu, Hawaii, returning October 31, 2015, for one passenger.
Upon further research we were able to confirm the customer submitted a Best Price Guarantee on October 7, 2015, from an email address that was not associated with the customer’s Expedia.com account or itinerary, and due to security purposes the customer was advised they must resubmit their claim from the email address associated with the itinerary.
On October 9, 2015, the customer submitted the Best Price Guarantee claim using the email address associated with their itinerary, however, the submission was outside of the 24 hour policy, thus the customer’s claim submission was denied.
On November 9, 2015, Expedia processed a refund of $10.00 for the Best Price Guarantee as a goodwill gesture back to the customer’s original form of payment. A $50.00 Best Price Guarantee coupon was deposited into the customer’s account for future Expedia Special Rate bookings.
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,
Nicole P[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. Sincerely, [redacted]