Expedia Inc

June 27, 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 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 case number [redacted]) regarding a flight reservation. Our records indicate that on February 9, 2017, the customer self-booked a package reservation, along with travel insurance, through the Expedia.com website. Travel was with United Airlines and accommodations were at the [redacted]. We understand from the complaint the customer is requesting a refund. As Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choice. Each airline has its own specific set of policies and procedures as does each ticket purchased. United Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not Expedia. Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide selection details on several pages for review, including the final payment screen. The travel Insurance as noted in the Plan Coverage tab, Expedia only covers pre-trip cancellation as follows: Change or Cancel for Any Reason The Policyholder Vacation Waiver helps protect you against life’s unexpected occurrences. Your group is allowed to change or cancel your trip for any reason one (1) time prior to the scheduled start time* of your trip without being charged any change or cancellation fees. If canceling, any monies paid will be returned to the customer who booked the travel except the cost of published airfare, which may be made available as a credit for future travel.** Note: The waiver is valid once you have paid the appropriate waiver cost and your booking is confirmed. **For a published air ticket, credit may be issued per applicable airline policies less airline change fees, and Policyholder will absorb the change fees. The actual airfare could be higher at the time of rebooking; in that event the price differential would be your responsibility. You are allowed to change or cancel your trip for any reason one (1) time prior to the start of your trip • You must call Policyholder Customer Service at 1-800-397-3342 to cancel or change your vacation package. Terms & Conditions The Policyholder Vacation Waiver is valid for redemption only by the person(s) named on the voucher. It is not transferable, has no cash value, and may be redeemed only once. The Policyholder Vacation Waiver must be purchased at the time of booking; waivers cannot be purchased after booking. The redemption excludes the price of the Policyholder Vacation Waiver. If you change or cancel your trip for ANY REASON prior to the scheduled start time* of your trip, all package cancellation fees imposed by the Booking Agent will be waived, except the cost of Published Air During the booking process the website provides: • Tickets are nonrefundable and nontransferable. • Please read the complete penalty rules for changes and cancellations. applicable to this fare. • View Cancellation Plan terms, conditions and plan sponsors. and • By selecting to complete this booking I acknowledge that I have read and accept the above Rules & Restrictions, Terms of Use. and Privacy Policy. The customer’s confirmed itinerary also states the insurance terms and conditions. On April 26, 2017, Expedia processed a refund in the amount of $259.85 and on June 27, 2017, a refund in the amount of $827.30. On June 26, 2017, the customer was sent an email that details the airline credit. As we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requested. We thank you for allowing us the opportunity to address the issues which have been 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] Corporate Customer Service

September 22, 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 two flight reservations.  We understand [redacted] is requesting a refund.  On September 10, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on September 11, 2015, an agent assisted the customer in booking two package reservations. The first one is for [redacted] and [redacted].  Travel was on JetBlue Airlines, departing October 6, 2015, from New York to Long Beach, California; returning on October 8, 2015, from Long Beach, California to New York. The package includes a hotel stay at the Super 8 Long Beach check-in date October 6, 2015, check-out date October 8, 2015. Itinerary Number: [redacted].
 
The second package reservation is for [redacted] and [redacted]. Travel was on JetBlue Airlines, departing October 6, 2015, from New York to Long Beach, California; returning on October 8, 2015, from Long Beach, California to New York. The package includes a hotel stay at the Super 8 Long Beach check-in date October 6, 2015, check-out date October 8, 2015. Itinerary Number: [redacted]. The customer is stating Expedia promised they would be refunded in full for both itineraries; however the customer has not received the refund.
 
Upon further researching this matter, we can confirm on October 4, 2015, the customer contacted Expedia needing to cancel both reservations due to a medical emergency. Expedia contacted JetBlue, they advised for the customer to send the medical documents and they will review for a possible refund. The customer understood.
 
On October 26, 2015, Expedia sent an email to [redacted]@fordham.edu; which is linked to the customer account. Expedia advised the customer that JetBlue would not authorize the refund; however they would allow the customer to change the flight dates. JetBlue would also waive the change fees; however the customer is still responsible for any fare difference.
 
On September 10, 2016, the customer contacted Expedia wanting to use the flight credits for both itineraries. Expedia advised the customer that the airline tickets were nonrefundable and that JetBlue would allow the customer to use the airline credit. The customer would only be responsible for the fare difference. The customer advised that they were promised by an Expedia agent they could be refunded in full for both flight reservations. Expedia advised the customer that they would need to contact them back after researching this mater.
 
On that same day Expedia contacted the customer advising that we were able to confirm Expedia advised the customer we could refund for both flight itineraries. Expedia refunded the customer on itinerary number [redacted] in the amount of $1,140.40 and on itinerary number [redacted] in the amount of $837.09.
 
Since Expedia has already processed the refund back to the customer’s original form of payment. Expedia considers this matter as closed and will no longer address this matter 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: my purchase of the package was through the Expedia website, not through an individual channel.  I, therefore, am holding the agent , Expedia, that processed the transaction through their website accountable and must insist that they address the travel package issues.
Sincerely,
[redacted] [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. The refund has posted to my account.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]

August 13, 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 his 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

Complaint: [redacted]I am rejecting this response because:
What they are talking about is in fine prints that can not be read and was not clearly disclosed at the tile of booking.
There should be more consumer protection against all these fine prints.
They also made another trick is that although the invoice is coming from them (attached) the charge on my credit card was directly from the cruise, so when I disputed the charge with my credit card, the cruise responded there is nothing they can do because it was booked through a third party, while my credit card company was not able to dispute this difference with expedia because they were not able to locate the charge from expedia company, Revdex.com should protect  consumer against these types of transactions, please I need the details of my complaint published so people do not get tricked with this company like I did, I will also make sure to post all details on all social media.Sincerely,[redacted]

April 14, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department 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 Mrs. [redacted] (Revdex.com case number [redacted]) regarding an Expedia reservation. The information provided in the customer’s comment was not linked to an account. At this time we are requesting the customer please provide her son’s itinerary number and the email address used to make the reservation. The customer may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further. 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] Corporate Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

June 14, 2017
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Please offer our apologies for any lack of service Ms. [redacted] received while trying to resolve her situation. It is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that she feel Expedia has done so. We have accessed each of the itineraries that you provided and confirmed that each one was refunded.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Corporate Correspondence Team

Complaint: [redacted]I am rejecting this response because:
After submitting all medical related documents, Expedia acknowledged receipt of those and returned with an email stating that airline response time may vary and usually respond within 6 weeks (not exact wording). It has now been 3 months.  Can Expedia provide prove that they had followed up with Aeroflot (email or phone record communications)?
I understand different airlines have different policies.  However, the unacceptable fact is that Expedia just dropped the case without any response even AFTER numerous email follow up.  It is acceptable if the airline came back and say NO and Expedia relate the decision to me.  It is unacceptable that Expedia is not following up with the airline and simply ignore repeated follow up request.  It has been 3 months.  If customers should deal with airlines directly, then nobody will use Expedia and they should be long out of business.  We purchase through Expedia and we expect Expedia to take responsibility in addressing customer issues, not the airline directly in this case.  The other statements made in their response to Revdex.com are true and I have no issue with it.
I have to thank Revdex.com for your excellent efforts in assisting to resolve this case.  Without your help, I am never going to hear from Expedia again.
If you need, I can send you the 3 follow up emails I sent.  Can Expedia provide evidence that they responded to me?  Question to Expedia: case is still open, if Aeroflot never responded, is Expedia just going to drop the case?
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 Mr. [redacted] did not accept our response and/or resolution offered.
 
Expedia has reviewed all documentation and all call recordings.  The customer contacted Expedia requesting to change the flights; however, the customer declined to pay the total cost for both airlines.
 
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.  Each airline has its own specific set of policies and procedures as does each ticket purchased.  JetBlue Airlines and American Airlines are the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card).
 
Expedia cannot waive these fees.  Expedia has provided the customer with three options:  
Keep the original tickets as is; tickets are active for travel on August 19, 2016.  If the customer does not take the flights, the airline will consider the tickets as lost value.
The customer must pay the change fee of $135.00 per person; plus any fare difference with JetBlue Airlines and buy new tickets with American Airlines.  The tickets with American Airlines will be considered as a lost value.
Cancel both tickets, however tickets are nonrefundable.  Will have credit in the amount of $194.70 per person with JetBlue for 1 year of issue date June 8, 2016 and pay the change fee of $135.00 per person; plus any fare difference. Buy new tickets for the correct dates and routing.
 
The customer did purchase the Expedia Stress Free and Trade Flight Protection; however in order for the customer to qualify for a full refund, the customer must contact Aon Affinity at 1-800-954-4968.  The customer can view the covered reason on the itinerary and how to file a claim with Aon Affinity.
 
 
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

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 June 8, 2016, Ms. [redacted] booked a roundtrip flight from San Francisco, California to Denver, Colorado departing on June 16, 2016, and returning on June 17, 2016. According to Ms. [redacted]’s complaint, she later discovered that she needed to travel one day only; June 17, 2016. As such, she contacted Expedia with a request to cancel her original flight and book a new flight that departed and returned on June 17, 2016. Ms. [redacted] states that on June 16, 2016, she received an email informing her that her return flight for the original booking had been canceled as she’d missed her outbound flight. Ms. [redacted] is requesting a refund of $368.20 to cost of the original booking. She stated that the original booking was to be canceled and refunded on June 8, 2016. We have reviewed Ms. [redacted]’s complaint and confirmed that she booked a flight for ravel on June 17, 2016, to replace her original booking that was scheduled for travel June 16, 2016, through June 17, 2016. As a result, we have processed a refund in the amount of $368.20, to the original form of payment. We regret any inconvenience related to 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,Marlon J[redacted]Tier 3 Customer Service

May 30, 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 is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the compensation request. 
 
Our records show on November 15, 2016, Mr. [redacted], self-booked an Expedia.com flight and hotel package reservation via booking number [redacted]. We understand from Mr. [redacted]’s complaint, he found out hotel was not going to be available for the travel dates of his reservation and proceeded to contact customer support but no proper resolution was given. The customer is requesting compensation for the trouble and credit offer by the hotel.
 
Upon researching the customer’s complaint, we can confirm on February 12, 2016, Mr. [redacted] sent an email correspondence stating the hotel was not going to be available for the travel dates of his reservation. Expedia verified that the hotel reservation was still active and advised the customer to contact customer support so we could advocate on his behalf and call the hotel to resolve any missing reservation issues. We can also confirm no calls were received by customer service from Mr. [redacted] with regards to the hotel’ unconfirmed reservation inquiry. Further research shows, no notification was received by the hotel stating reservation could not be honored for the travel dates chosen by the customer.
 
Expedia.com acts only as an independent reservations agent for hotels, airlines, and must abide by the terms and conditions of that particular vendor. Any requests for refunds, compensation, or future travel vouchers must be approved and provided by the hotel. The customer must also be on the line so that such accommodations can be set up correctly. Based on the information provided above, we are unable to honor Mr. [redacted]’s compensation request.
 
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
Tier 3 Customer Service

May 29, 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 refund request.  We understand Mr. [redacted] is requesting a refund for a booking error on a recent itinerary.
 
Our records indicate on May 13, 2016 the customer accessed Expedia.com and booked non-refundable itinerary # [redacted] for a stay at the The Westin Lima Hotel & Convention Center, Lima, Peru to check in on May 17, 2016 and checking out May 23, 2016.  The customer is reporting the dates were booked in error and requested the assistance of Expedia in changing his six night reservation to three nights.  While Expedia never charges a fee to cancel or change an itinerary, we act only as a third party intermediary to the travel vendors who utilize our services and as such, we must abide by and enforce the terms and conditions of the vendor that the customer agrees to at the time of booking.  As this was a non-refundable itinerary, Expedia would have to receive approval from the Westin Lima Hotel to process a partial refund.
 
Although the customer states our agents did not assist, we do show several emails were sent to the hotel, beginning on May 13, 2016, which the hotel reported as not receiving.  When Expedia finally received an email response from the Westin Hotel, they stated they were enforcing their non-refundable terms and would not agree to a refund. 
 
However Expedia made another attempt to intercede on behalf of the customer and was able to speak directly with the hotel manager, who agreed to allow a refund of the three nights the customer wished to cancel.  On May 19, 2016 a refund in the amount of $1083.60 was processed back to the customer’s original form of payment.  The amount of time it takes for the credit to be available in his account depends upon how quickly his bank 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,
 
Roseanne G[redacted]
Tier 3 Customer Service

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, Inc. 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 their reservations.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.
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,
 
Tier 3 Customer Service

August 10, 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, 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 we received was not linked to an account or an itinerary. At this time we are requesting Ms. [redacted] please provide an itinerary number and the email address associated to her account. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further.
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

March 14, 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 December 6, 2015, the customer self-booked a hotel reservation using the Expedia.com website. Accommodations were at the Crystal Sands Condominiums by Wyndham Vacation Rentals from January 10, 2016, to January 14, 2016. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we have verified on December 28, 2015, the customer contacted Expedia requesting a refund due to the customer cancelling her self-booked reservation. The assisting representative advised the customer at the time of booking, she had agreed to the hotel’s terms and conditions which also can be found on the face of her itinerary:
Hotel rules and restrictions Property policies • We understand that sometimes plans fall through. We do not charge a cancel or change fee. When the hotel charges such fees in accordance with its own policies, the cost will be passed on to you. Crystal Sands Condominiums by Wyndham Vacation Rentals charges the following cancellation and change fees. Cancellation or Change Policy • Cancellations or changes made before 4:00 PM (Central Standard Time (US & Canada)) on December 11, 2015 are subject to a hotel fee equal to the first night's rate plus taxes and fees. • Cancellations or changes made after 4:00 PM (Central Standard Time (US & Canada)) on December 11, 2015 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. 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. However, the customer stated she was misadvised by the agent in regards to her refund. As a one-time courtesy, on March 14, 2016, Expedia processed a refund in the amount of $773.49 back to Ms. [redacted]’s original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refunds. 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

July 14, 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 [redacted] is requesting a refund.  On June 28, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on December 23, 2015, the customer self-booked a package reservation for [redacted] and [redacted] using Expedia.com.  Travel was on Lufthansa Airlines, departing on April 26, 2016, from Phoenix, Arizona to Florence, Italy; returning on May 5, 2016, from Florence, Italy to Phoenix, Arizona.  The package also includes a hotel stay at the Hotel Rosso 23, check-in date April 27, 2016, check-out date May 5, 2016.  The customer is stating, due to an airline schedule change, the flight was canceled.  The customer is stating, they were refunded for the flight; however, not for the hotel portion.
 
Upon further researching this matter, we can confirm on January 9, 2016, the airline sent an notification, due to an airline schedule change.  An automated email was sent to the customer.  We can confirm there were six more airline schedule changes, which occurred on January 15, 2016, January 16, 2016, January 26, 2016, February 14, 2016, April 25, 2016, and April 26, 2016.  For each airlines schedule change an automated email was sent to the customer.
 
On April 25, 2016, the customer contacted Expedia advising, they received an email that the flight was canceled.  The customer requested to rebook the flight or refund the package in full.  Expedia contacted Lufthansa Airlines, however, they were closed.
 
Expedia contacted the hotel; however, we were advised to call back and speak with the hotel manager.  Expedia offered the customer to rebook the flight, due to the strike in Germany.  The customer did agree Expedia exchanged the flight at no charge to the customer.  The new flight was for: April 26, 2016, from Phoenix, Arizona to Florence, Italy; returning on May 5, 2016, from Florence, Italy to Phoenix, Arizona with Lufthansa Airlines.
 
In reviewing the customer’s account, on April 26, 2016, the airline canceled the flight, due to an airline strike in Germany.  The customer’s itinerary has a connection flight into Munich, Germany and in Frankfurt, Germany.  Expedia was able to verify Lufthansa Airlines canceled the flight and were not able to offer any other flights.  Expedia refunded the airline tickets in the amount of $2,701.86.
 
Expedia did send an email on April 26, 2016, to the hotel, requesting the refund, due to the flight was canceled; however, the hotel did not authorize the refund.
 
On July 14, 2016, Expedia contacted the hotel, they advised, they will not authorize the refund.  We have reached out to our Market Manager, requesting they contact the hotel on the customer’s behalf and request the refund due to the airline strike.
 
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 hope the customer understands Expedia must adhere to the hotel policy.  Expedia was not the merchant of record or the company that received the 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,
Delia K[redacted]
Tier 3 Customer Service

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.March 29, 2016, [redacted] booked a one-way flight from Philadelphia, Pennsylvania to Chongging, China departing on May 28, 2016, and arriving on May 29, 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.We understand from Ms. [redacted]’s complaint that she arrived at the airport in Philadelphia, she was informed that she would not be able to travel to Canada without a Canadian Visa. Mr. [redacted] says this information should have been provided by Expedia. She is requesting a refund of $464.00 from Expedia for causing her to purchase a new ticket. Expedia is not able to discuss what identification or documents are needed for travel because of how frequently the requirements change. It is the traveler’s responsibility to keep up to date on those changes. In providing this information Expedia has met our obligation to prepare those passengers who book on our website. When acting as their own travel agent it is important that travelers confirm this information by checking the website, contacting us or the airline directly in order to insure all requirements are meet on their end.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