Expedia Inc

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

September 14, 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

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

March 14, 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 the reported use of his credit card by an unauthorized person.  We understand Mr. [redacted] is requesting that Expedia refund the amount charged to his credit card.  
Our records indicate that Mr. [redacted] credit card was used to secure itinerary [redacted], for a reservation at the [redacted] to arrive on February 5, 2016 and checking out February 10, 2016. 
Expedia was notified by Mr. [redacted] that his card had been used without his permission and our Transaction Processing depart, which is tasked with investigating such reports, took over this case.  Their investigation did show this was a fraudulent transaction however the person who made the reservation, and used the card, stayed at the hotel and the hotel had been paid for the stay.  Expedia is not able to refund money under these circumstances, as it has already been forwarded to the vendor.
Our Transaction Processing group shows that on February 6, 2016 this information was provided to Mr. [redacted] and he was directed to file a complaint with his bank as it is his bank, which would be responsible for pursuing this matter and returning his funds.
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

October 3, 2016
 
Revdex.com
Expedia – 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.com is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the flight reservation refund. 
 
Our records show on September 26, 2016, Ms. [redacted] self-booked an Expedia.com flight reservation for two passengers via booking number [redacted] in the amount of $638.65 plus travel insurance of $42.00. We understand from Ms. [redacted]’s complaint, she was charged a full fare for one of the passengers booked which is an infant and after contacting customer support for assistance no proper resolution was provided. The customer is requesting a full refund for the infant fare charged incorrectly.
 
Upon researching the customer’s complaint, we can confirm on September 26, 2016, when Ms. [redacted] brought this matter to our attention, her request was escalated to a corporate customer service supervisor and refunds in the amounts of $298.33 and $42.00 were processed back to the original form of payment for the infant fare and the travel insurance. As usual the credit card company will make the credit available depending on their refund timing policies.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Ms. [redacted]’s desired outcome, Expedia considers 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,
 
Angel A[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]

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]

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

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

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
...

August 25, 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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on August 2, 2016, the customer self-booked a non-refundable hotel reservation through the Expedia.com website. Accommodations were at the Hotel Murano, a Provenance Hotel from August 15, 2016, to August 16, 2016. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we have verified the customer contacted Expedia requesting a refund claiming she booked a refundable room. The assisting representative advised the customer that at the time of booking, they had agreed to the hotel’s terms and conditions which also can be found on the face of her itinerary: • Cancellation and Change Policy: Non Refundable The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation. The assisting representative then contacted the hotel directly on behalf of the customer, and the hotel advised that they could cancel the reservation however they could not process a refund based on the hotel’s policies. Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors. We do not have the authority to override or to change the hotel’s policies. We firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the booking path. We provide our users ample time to review the full details of the itinerary before completing the purchase. 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

June 23, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
 
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
We strive to provide the highest level of customer service, and we’re sorry that Mr. [redacted] recent experience did not live up to that expectation. We regret to hear of the long hold time he experienced when contacting Expedia’s Customer Service department. Our representatives assist with calls in the order they are received and they do their best to minimize hold time, however we have no control of the call volume at any given time.
The reason we did not provide a phone number for Expedia’s Customer Service Team in the previous response is because the issue was already being addressed by us. If the customer needs to contact Expedia’s Customer Service directly, he can do so at [redacted] Our agents are available 24 hours a day, seven days a week. 
As noted in our previous response, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines.   It does not own, operate or otherwise run any hotels.  We hope you understand we must adhere to the policies dictated by the hotels.
Upon receipt of this Revdex.com submission Expedia forwarded Mr. [redacted] complaint to the hotel, requesting compensation on his behalf. The [redacted] management responded stating they will not offer monetary compensation; however, as a gesture of goodwill, they would like to offer a one-night complimentary stay, good for one year (see the attached voucher provided by the [redacted]).
While we regret Mr. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, Expedia is unable to provide a refund or compensation regarding this matter.
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
 %3

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

August 6, 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 May 21, 2015, the customer self-booked a hotel using the Expedia.com website. Accommodations were at the [redacted] from May 23, 2015, to May 25, 2015. We understand from the complaint the customer is requesting additional compensation. Upon receipt of the Revdex.com submission, we verified on May 23, 2015, the customer contacted Expedia due to upon arrival at the hotel, she was advised the hotel had no reservation. According to Expedia documentation, [redacted] confirmed the reservation as shown below: • 22 MAY 2015 07:57 PM PDT • [redacted] • Confirmed • Central Reservations • Reserve On behalf of the customer, Expedia contacted the hotel directly at that time and were advised they had no availability. On May 28, 2015, Expedia processed a full refund in the amount of $112.98 back to the customer’s original form of payment. The time it takes to post the refund to [redacted] account depends on how quickly her credit card company processes refunds. Despite the customer’s recent experience, we encourage her to continue to use Expedia for her future travel arrangements, thereby allowing us the opportunity to restore her faith in our company. We have provided her online Expedia account with a $100 Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for her next qualified reservation, and it is valid until one year from the date of this letter. Since there was no error on Expedia’s part, and the entire hotel stay was utilized in full, no refunds or compensation will be offered from Expedia.com regarding this matter. Again, 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

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]

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]

Complaint: [redacted]
I am rejecting this response because: I would like to leave the case open pending the resolution.  I do recognize that there might be delays on an international bank transaction reversal, so I accept that the original 7-day estimate might bit be accurate through no fault of Expedia.  I will check with my bank and revert.
Sincerely,
[redacted]

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

July 20, 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 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 an activity reservation.  We understand Mr. [redacted] is requesting a refund. On July 19, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on June 4, 2017, the customer self-booked an activity reservation for a 1-Day Admission Ticket-[redacted] Hollywood, via itinerary number [redacted]. The customer is stating that they encountered a site error while booking the reservation. The customer is stating that they booked for [redacted] Orlando and not for [redacted] Hollywood.
 
Upon further researching this matter, we can confirm on June 16, 2017, the customer contacted Expedia via email. The customer advised that they encountered a site error while booking the reservation. The customer advised that they purchased the correct reservation directly with the vendor. The customer requested the refund. Expedia advised that the reservation was nonrefundable.
 
Expedia contacted the vendor on behalf of the customer; they advised that they will not authorize the refund.
 
Please note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, activities, and airlines and is subject to the rules and restrictions of those providers. We do not set any policies related to refunds. We hope the customer understand that we must adhere to the policies of the vendor in this case.
 
Furthermore, when finalizing the reservation on Expedia.com, the customer agreed to Expedia’s Terms of Use. The Expedia’s Terms of Use explicitly state as follows: 
 
The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia Companies. Expedia Companies 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 form. Expedia Companies 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 have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia   Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages. 
 
Based on the above, Expedia is unable to 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]
Corporate Customer Service