Expedia Inc

June 27, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to
address the comments and concerns which have been brought to our attentionExpedia 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 *** *** (Revdex.com case number ***) regarding coupons for a best price guarantee claimWe understand from Mr***’s complaint he is requesting three $coupons.Our records reflect that on February 1, and February 2, the customer was approved for three best price guarantee claimsWithin these approval emails the customer was promised a coupon for each approvalAfter further research of the Mr***’s account we are able to verify that the customer was provided one $couponOn May 30, an email was sent advising him of this couponWe can verify that he has not been issued the other two coupons therefore as of June 27, we have issued two $best price guarantee coupons. We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Hayden J***Tier Customer Service

January 24,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Our records reflect that on November 12, 2016, Mr*** booked a three-night stay at the Curacao Airport Hotel from December 11, 2016, though December 14, 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 Mr***’s complaint that he had intended to place a second booking for a different dateHe stated that an issue with our website caused the date to default to the previous bookingMr*** feels that Expedia should refund him for the booking due to the alleged website error
Upon review, we did not discover any issues with our web site that would cause the type of error describe in the complaintMr***’s complaint was not received prior to or during his stay at the Curacao Airport HotelIf one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounterMoving forward we encourage Mr*** to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrivalThis enables us to attempt to find a resolution at that time, rather than after the factWhen acting as their own travel agent, it is the customer’s responsibility prior to completing the purchase, to review and verify all travel details
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Corporate Correspondence Team

June 15,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Ms*** *** ***We regret to hear she did not accept our response and/or resolution offered
On June 15, 2015, Expedia contacted *** *** on Ms*** behalf to request compensation for the charges incurred due to the airline initiated schedule changeWe were advised that the airline was contacted directly by the customer and in May, 2015, a check was issued for the alternative tickets the travelers purchasedRegrettably, a refund of the phone charges in the amount of $was not authorized by *** *** Customer Relations team
We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier Customer Service

December 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time
to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms*** *** (Revdex.com ID number ***) regarding a reservationWe understand the customer is claiming they did not authorize a transaction in the amount of $The itinerary number the customer submitted is associated to a hotel reservation with charges of $We have reported this issue to our transaction processing team for review and assistanceA representative will contact the customer with an update and if any information should become available we will contact them with more informationIn addition, another avenue or channel to follow would be with their banking institution or credit card companyThey deal with these issues and have specific departments set up to assist customers with these mattersWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S*** Corporate Customer Service

November 3,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis 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 September 9, 2015, Ms*** booked an Expedia Vacation Package which included a roundtrip flights from Seattle, Washington to Las Vegas, Nevada and a two-night stay at the *** *** *** *** *** *** from October 31,
We understand from Ms*** complaint that’s she attempted to apply an Expedia Travel Coupon towards the cost of her package, but was unsuccessfulShe then contacted our office for assistance and states that she was informed that a site error prevented her from completing the bookingShe states that the representative who assisted her booked the package for her but, without applying the coupon and at an increased rateMs*** is requesting a refund of the difference
We regret that Ms*** experience with Expedia was not to her satisfaction; however, please be advised that Expedia uses a real-time reservation database used by travel agencies worldwide, listing actual hotel availabilityIn other words, rates are subject to change and are only certain upon purchase
After review, we have confirmed that Ms*** account had a travel coupon at the time of bookingAs an act of good faith we have issued a refund of $to her original form of payment as a one-time courtesyThe time it takes the refund to post, depends on how quickly her credit card company processes refunds
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Tier Customer Service

April 3,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia, Incis responding to the consumer complaint from Ms*** * *** (Revdex.com case number ***) regarding a refund request
Expedia understands that Ms*** is requesting our assistance in securing a refund for a hotel booking for an extended stay reservation at a Howard Johnson Hotel. Regrettably, the customer did not provide an Expedia Itinerary number in her complaint and we are unable to locate the referenced booking under her name or email address.
We will be happy to research and assist as appropriate if Ms*** will respond with the Expedia Itinerary number so we can locate her booking
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Roseanne G***
Tier Corporate Customer Service

Complaint: ***I am rejecting this response because:
Expedia continues to promote "Best Price Guarantee". For which MOST customers or people shopping don't read the FINE print. I just in fact was able to save this option to book, the EXACT itinerary #***. Same hotel, same flight times and numbers, same dates, with insurance for $4,581.25. Nearly $dollars cheaper. We have continued to find this trip cheaper since our original booking. For Expedia to claim ONE only has hours to claim against "Best Price Guarantee" isn't reasonable and simply bad business practices buy gouging their customers, offering cheaper deals CLOSER to the travel date, etc
My fiancé and I work hard and we make every dollar count. Expedia is unfriendly, makes us feel unimportant, and engages in unfair business practices and customer service. The customer service person I originally talked to said I would have no problem getting a credit. We did exactly as we were told. I will not accept their answer as it is very GENERIC and a great example of big business not simply caring and admitting they are wrong and this was unfair
*** ***
Sincerely,*** ***

September 4, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns
which have been brought to our attentionExpedia, Incis 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 *** *** (Revdex.com case number ***) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier Customer Service

September 28, 2015 Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc.regarding an issue from our customer. Weappreciate the Revdex.com allowing us to address the comments and concerns which havebeen brought to our attention. Expedia,Incis disheartened the customer felt their concerns were not resolvedadequately by our company prior to seeking further actions from you. Expedia, Incis responding to the consumer complaint from *** (Revdex.com case number ***) regarding a request for refunds for acancelled flight. We understand Mr.*** is stating his pre-paid flights were cancelled by the airlines and hehad not received a refund. On September28, we contacted the customer to acknowledge receipt of their Revdex.com complaintand ask for the itinerary number for the flight in question. During our phone conversation we discussed that the airlinesare the merchant of record for flight itineraries and any refund would be madeby the airlines. Mr*** confirmedthat he had been refunded by the airline and no further assistance was neededfrom Expedia. As this case is resolved we respectfully request the BetterBusiness Bureau close the case. We thank you for allowing us the opportunity to address theissues that were brought to our attention. If you have any further questions or concerns regarding this matter,please feel free to contact us Sincerely, Roseanne G*** Tier Customer Service

September 1,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
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 *** *** (Revdex.com case number ***) regarding a flight reservation. We understand *** *** is requesting Expedia reinstate the flightOn August 27, 2016, we received receipt of the Revdex.com complaint
Our records reflect on July 18, 2016, the customer self-booked a package reservation for *** *** ***, *** * *** and *** ***Travel is on Delta Airlines, departing September 2, 2016, from Hartford, Connecticut to San Jose, Costa Rica; returning on September 6, 2016, from San Jose, Costa Rica to Hartford, ConnecticutThe package includes a hotel stay at the Hotel Luisiana chedate September 2, 2016, check-out date September 6, Itinerary Number: ***The customer is stating they contacted Expedia to cancel one traveler on the flight reservation; however all the travelers were canceled
Upon further researching this matter, we can confirm on July 20, 2016, the customer contacted Expedia to cancel the flight for *** * ***Expedia advised the customer the ticket for *** *** was canceled
On August 25, 2016, the customer contacted Expedia advising the previous agent canceled all three airline tickets from the reservationExpedia advised the customer we would need to pull the call recording from July 20, 2016, and would need to contact the customer backThe customer understood
In reviewing the customer’s account on August 27, 2016, Expedia confirmed the customer only requested to cancel the ticket for *** * *** and our agent did advise the customer that ticket was canceled
Expedia rebooked the same flight for *** *** *** and *** *** at no additional charge to the customerThe new itinerary number is ***, travel is on Delta AirlinesDeparting September 2, 2016, from Hartford, Connecticut to San Jose, Costa Rica; returning on September 6, 2016, from San Jose, Costa Rica to Hartford, Connecticut. There is a connection in Atlanta, Georgia
The customer’s hotel reservation is still confirmed on itinerary number ***
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Tier Customer Service

September 14,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Our records reflect that on April 5, 2015, Ms*** booked roundtrip flights from Los Angeles, California to Honolulu, Hawaii departing on December 17, 2015, and returning on December 25,
On August 12, 2015, Ms*** contacted our office requesting to change her to change her outbound flight to a later timeShe provided the flight number that she wanted to change to, but the flight was not available in the system that we use to change ticketsMs*** stated that she was able to view the flight on our website while speaking to our representativeShe could not understand why we could not view it on our endWe offered to search for a different flight but, Ms*** declined the offerFrom that point Ms*** escalated to a of management who attempted honor her request but, the flight would not appear in the inventory
Regrettably, Ms*** had to purchase the flight on a separate itineraryIn regards to the options available online, we work off of a live inventory that is frequently updating and causing different options to appear available when searching on Expedia.comEven when conducting the same online search, two people can see completely different choices as the system is pulling availability continuously through the day
We regret any inconvenience related to this issueAs an offer of goodwill, we would like to offer a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThis coupon is available within the customer’s account for immediate use and is valid for one year from the date of issue
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Tier Customer Service

Complaint: ***
I am rejecting this response because: First of all, in the response of Expedia, they claimed that according to their record, they have refunded meThey are lying on this because when I requested refund, they sent me an email saying that they were not able to refund meI have attached my bank statement to here for reference.Secondly, they on purpose missed a important detail that their agent clearly told me that one night penalty had already been waived after the agent called the hotelExpedia has recording of that call made on April 30thAlso, on May 16th, when I called Expedia requesting refund, one of their "supervisor", who is a female, listened to the recording of my cancellation call on April 30th and comfirmed the fact that their agent did call the hotel and promised me that I would not be charged at all. Moreover, Expedia has been claiming that the hotel is the entity that charged meI could respect this fact, but I think Expedia is responsible for refunding me because I only gave my card information to Expedia not hotelTherefore Expedia is the party that I authorize my card to.Based on the three reasons above, I reject this response and insist that they should refund me full amount of dollars
Sincerely,
*** ***

September 7,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Our records reflect that on April 30, 2016, Mr*** booked Expedia Vacation Packages which included roundtrip flights from New York to Punta Cana, and a six-night stay at the Majestic Colonial from August 10, 2016, through August 16,
We understand from Mr***’s complaint that his outbound flight was delayed causing his party to arrive in Punta Cana a day later than plannedHe is seeking reimbursement for the unused night for both of his reservationsHe feels that Expedia and Dynamic Airways should refund the first night of the hotel stay due to the flight delay
After review, we have confirmed the delay mentioned by Mr***As a show of good faith, we have calculated the cost of the first night from each bookingAs each first night was $each, we have processed a refund of $as a onetime courtesyRefunds like this usually take between 3-business days to post
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Tier Customer Service

September 19,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the
Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis 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 August 13, 2017, Ms*** booked roundtrip United Airlines flights from Detroit, Michigan to Honolulu, Hawaii departing December 22, 2017, returning on December 30, We understand from Ms*** that one of the passengers’ names was misspelledShe contacted our office to address the matter and to advise that her return flights had gone from first class to coachShe says that she was told that the ticket could not be corrected after initially being told that it couldShe also stated that a portion of her money should be returned if the tickets went from first class to business class
We accessed Ms***’ record and confirmed that the name change had been correctedAlthough United airlines did not allow name changes, Expedia replaced the ticket with the misspelled name with a new ticketTo address the class of service issue, we contacted United AirlinesThe confirmed that even though the outbound flights were listed as first class and the return flights were listed a business class, they were both considered first class
We relayed this information to Ms*** via telephoneWe also apologized for the inconvenience and issued a $coupon as a courtesyThe coupon is valid for up to a year from the date of issueMs*** graciously accepted our resolution
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Corporate Correspondence Team

May 10, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe 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 *** *** *** (Revdex.com case number ***) regarding their reservation
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service

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 *** *** (Revdex.com case number ***) regarding a package reservation. We understand Mr*** is requesting a refund
Upon further research, we are unable to locate the email address the customer used to book the reservation and the itinerary numberWe respectfully request that Mr*** provide us with the requested informationThe requested information will enable us to appropriately address Mr*** concerns
If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Delia K***
Tier Customer Service

Complaint: ***I am rejecting this response because:The time share, i.e., having to move on a Saturday was NOT disclosed by Expedia on the hotel page It was only disclosed AFTER accpetance of the trip and was printed on the confirmation/declaration page The hotel blamed Expedia, stating it should be on the hotel page.Sincerely,*** ***

April 20,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com
allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis 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 March 15, 2017, Mr*** booked a nine-night stay at the *** *** *** from March 31, 2017, through April 9, 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 representativeHe was quoted a fee of $for the reservation
We understand from Mr***’s complaint that he contacted the property directly after learning that he was not charged for the booking two weeks laterHe stated that they agreed not to charge him until his arrivalMr*** says that he made an agreement with the hotel to change his check out date and that they agreed to adjust the billing as a resultHe now says that he was overcharged by the *** *** *** as they agreed to only charge him $Mr*** is requesting a refund because he checked out on April 5, and did not enjoy his stay at the *** *** ***
On Expedia.com, there are two types of hotels: those for which the customer pays Expedia directly, and those for which the customer pays the hotel directly. The *** *** *** in Lansing, Michigan is a hotel that takes payment directly from their travelers. Both prior to and during the finalization of this reservation, the itinerary stated that the credit card is used to guarantee your reservation, and we have confirmed that Expedia did not take payment for this reservationThe following policy was in place at the time of booking;
The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, the hotel will not return your booking amount
Cancellations or changes are subject to a hotel fee equal to 100% of the total amount paid for the reservation
On March 28, 2017, we sent an email to Mr*** informing him that we contacted the property on his behalf and they replied that they would not honor a request to cancel without penaltyOn April 4, Mr*** contacted our office and requested that he be allowed to check out early and get a refund for the last two nightsAs our request to the *** *** *** was declined, we offered a $travel coupon in good faithMr*** accepted the coupon and it was added to his account for future useExpedia is unable to offer additional compensation for this matter
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Corporate Correspondence Team

April 18,
Revdex.com
Alaska, Oregon & Western ***
Complaint Department
Re: Expedia Case #: ***
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 *** *** (Revdex.com case number ***) regarding a package reservation. We understand Ms*** is requesting a full refund On March 27, 2016, we received receipt of the Revdex.com complaint
Our records reflect on December 25, 2015, the customer self-booked a package reservation for *** *** and *** ***, using Expedia.com. Travel was on American Airlines, departing on February 22, 2016, from Houston, Texas to Montego Bay, Jamaica; returning on February 25, 2016, from Montego Bay, Jamaica to Houston, Texas. The package included a hotel stay at the Grand Palladium Jamaica Resort & Spa All Inclusive, chedate February 22, 2016, check-out date February 25, 2016. The customer is stating the return flight was delayed 20-minutes, making the customers almost miss their return flight home. The customer is stating, the airlines, broke their personal belongings and the planes were in poor condition. The customer is also stating, while at the hotel, the patio door to their room was bent back, what looked like someone used a crowbar. In addition, the customer also stated that someone knocked on the door and then tried to open the door
Upon further researching this matter, we can confirm on February 29, 2016, the customer sent an email to Expedia, advising their flight was delayed 20-minutes and the landing for the return was horrible. The customer advised, the planes were in poor condition and their souvenirs were destroyed by the airline workers On that same day, Expedia did reply to the customer, advising them to contact us directly
Our records do not reflect that Ms*** contacted us, nor does her complaint advised the date of a call into Expedia.
On April 18, 2016, Expedia contacted the Grand Palladium hotel, on behalf of the customer. The property advised Expedia to send an email to them and they will need to review the customer’s record for the complaint. On that same day, Expedia sent the request to the hotel
Expedia, also contacted America Airlines, on behalf of the customer, they advised there was a minor delay; however the customer did make all their flights and both tickets were used. The airline found no complaints from the customer’s. The airline advised the customer can send a request on the airlines website to request a refund; however, no guarantee was given that a refund will be issued
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 vendor has its own specific set of policies and procedures as does each booking purchased American Airline was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary We hope the customer understands Expedia cannot honor the request for the refund
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Delia K***
Tier Customer Service

Revdex.com
April 14,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia.com 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 *** * *** (Revdex.com case number ***) regarding a flight and car reservationWe understand *** * *** is currently requesting a refund of $687.69USD, as per customer the return flight was canceled by ExpediaOn March 23, 2016, we received the receipt of the Revdex.com complaint
We can confirm on March 15, 2016, the customer self-booked a non-refundable package reservation for two adults (*** *** and *** ***) via Expedia.com, itinerary *** and *** *** with United Airlines and Avis, for a total of $687.69USD
Departure was on March 18, 2016, on UA flight from Dallas to Denver at 9:10AM; arriving at 10:20AMThe return trip was on March 21, 2016, on AA flight from Denver to Dallas at 5:02AM; arriving at 8:08AMVehicle pidate was also March 18, 2016, and drop-off was on March 21,
Our records indicate on March 18, 2016, due a schedule change initiated by the airlines, the outbound and return flights were canceledThe re-protection plan offered by the carries was accepted by Expedia, as the changes were minor and had postponed the flights less than hours and minutes
From March 20, to March 21, 2016, Mrs*** contacted Expedia to request a refund of itinerary ***Only the airline can make changes to a customer flightsThese changes are not related to the type of ticket was purchased or the company they were purchased fromAirlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issuesThus, Expedia’s agents advised customer the return flights were confirmed; as American Airlines had provided a re-protection plan, agents acknowledge customer, 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 vendorsEach airline has its own specific set of policies and procedures as does each ticket purchasedUnite Airlines was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card), therefore Expedia could honor the request to refund the package reservation
In reviewing the customer’s account, we have confirmed with United Airlines, American Airlines and Avis itinerary *** was fully used by the travelersWe have further researched *** * ***’s complaint, and after giving the matter our full consideration we stand by our previous decision and are unable to render to *** * *** request of a refund
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Misleide B***
Tier Customer Service