Expedia Inc

September 11, 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.
Our records reflect that on August 20, 2015, Mr. [redacted] booked a one-night reservation at the [redacted] from August 21, 2015, through August 22, 2015, utilizing our Unpublished Rate promotion. When a customer books an Expedia Unpublished Rate hotel (also known as "opaque"), they do not know the hotel name until after booking. Before purchase, the customer must accept the Rules and Restrictions which state "ALL BOOKINGS ARE FINAL and cannot be cancelled, refunded, changed, exchanged, or transferred. According to Mr. [redacted], he requested a location with a 3 star rating, but was booked at a 2 star location instead. He contacted our office to request that we issue a full refund or an upgrade to a 3 star property. In his Revdex.com complaint, Mr. [redacted] is asking for an additional $255.00 for time spent addressing this issue with our customer service representatives.
Mr. [redacted] contacted our office on August 20, 2015, and discussed the matter with Expedia representatives. Although his refund request was denied due to the property being deemed non-refundable, in good faith, we issued a $100.00 Expedia Travel Coupon which is valid through August 19, 2016.
At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stay. While we do not view this complaint as something Expedia is responsible for, because we value Mr. [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaint. A refund in the amount of $63.69 was issued to his original form of payment. Refunds like this typically take 3-7 business days to post to individual accounts, depending on how quickly his credit card company processes refunds. Expedia is unable to honor Mr. [redacted]’s request for compensation for time spend discussing his dispute.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because Expedia is lying. I have attached the print out of the page where 40% ad was shown for a specific location "Chanakyapuri". They did not book my hotel in that location. Please see the attached file. I am not going to leave this matter like this. This is FRAUD committed by expedia. They cannot cheat customer like that. I will appreciate my money refunded or else I will be forced to file a law suit and ask for compensation for my time and harassment beside the refund.Sincerely,[redacted]

September 20, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund request. We understand Mr. [redacted] is requesting a refund On September 20, 2015 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
 
Our records indicate the customer is referring to a resort reservation booked through Expedia.com but no itinerary number is provided in the complaint and were unable to locate the itinerary using the customer’s email address provided.  Expedia regrets that we are not able to provide a resolution at this time.
 
If the customer would respond and provide the itinerary number for this reservation and the email address used when booking we would be happy to look into this matter further, and if approved by the resort, provide the requested 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,
 
Roseanne G[redacted]
Tier 3 Customer Service

May 25, 2016
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the our actions on behalf of the customer were not successful.
We have further researched Mr. [redacted]’s issue (Revdex.com case number [redacted]) regarding a refund that we processed earlier.  While we show the promised future travel coupon did apply to his account, the refund unfortunately did not process properly. 
On May 25, 2016 we have again processed the refund in the amount of $35.00.  Our system does show that it has posted successfully. 
Payment Detail
Payment ID:
[redacted]
Date:
5/25/2016
Itinerary:
[redacted]
Amount:
$35.00
Action:
Refunded
Form Of Payment:
MasterCard
Expires:
[redacted]
Card Holder Name:
[redacted]
Processed By:
Expedia
We apologize to the customer for the inconvenience this situation has caused. 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,
Roseanne G[redacted]
Tier 3 – Customer Service
Expedia, Inc.

October 6, 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. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package booked using Expedia Inc.  We understand you are seeking a refund for a hotel and flight booked through Expedia. We researched this matter further and our records show a package reservation was booked on our website by [redacted] or an authorized user to their Expedia account on September 20, 2017.   We show that our office was contacted on September 25th via email regarding the price decreasing and the customer was seeking a credit for the difference in price. The customer received a response and was advised on our process of completing a request for a price match, the customer was also advised that our call volume was higher than normal due to severe weather conditions.   We understand the customer was waiting on a call back however because the reservation needed to be cancelled within a 24 hour period, it is the customer’s responsibility to ensure they reached an agent to cancel the reservation as standard rules would apply after the 24 hour period ended. The customer also had the ability to complete the cancellation directly at the website by logging into their Expedia account and clicking on “My Trips” prior to the 24 hours of booking.   The hotel rules the customer agreed to during the booking path are as follows:   Cancellations or changes made after 11:59 PM local hotel time, Thursday, November 16, 2017 or no-shows are subject to a hotel fee equal to 1 night(s) plus taxes and fees However the flights were non-refundable at the time of purchase and a $200.00 per person change fee plus any difference in fare would be charged for changes made to the flight reservation. Please note that 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. We hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies.   While we understand [redacted]’s concerns we are unable to honor a refund in 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, Kiki R[redacted] Corporate Customer Service

March 3, 2016
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Ms. [redacted] is requesting a refund.  On February 23, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint, however she was not available.
Our records reflect on January 5, 2015, the customer self-book a flight reservation departing August 30, 2015, from New York to Nice, France; returning on September 6, 2015, from Nice, France to New York with Air France.  The customer is requesting full refund or full credit amount.
We can confirm on August 15, 2015, the customer contacted Expedia requesting to cancel the flight, and our agent processed the cancelation.
We can confirm on January 1, 2016, the customer contacted Expedia wanting to rebook the flight using a flight credit.  Our agent rebooked the flight and advised the customer the flight is not confirmed until it has been ticketed.  On that same day we sent an email advising the new flight was not confirmed. 
Further research reflects on February 7, 2016, the customer contacted Expedia requesting a refund; the flight credit was expired.  The agent advised the customer that the credit was expired.  The customer requested to speak with a supervisor and was transferred to a supervisor.  The customer advised that they contacted Expedia to rebook their flight using a previous airline credit; however that was not done at the time of the booking.  The customer is requesting a full refund on the original ticket, or a full flight credit amount.  The supervisor advised the customer that we will honor the credit amount of $1,334.80; however, the customer declined the offer.
The customer has contacted Expedia several times, requesting a full refund or the full flight credit, the customer originally paid $2, 669.60, Expedia is excluding the change fee amount of $300.00 per person.  Also we are dividing the credit amount in half; Expedia did advise the customer that the new flight was not confirmed until ticketed.
At Expedia, we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us.  We regret any inconvenience this matter has caused.  We will honor Ms. [redacted] credit for the amount of $1,334.80. 
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 reservation purchased.  Air France is the merchant of record and the company that charged the customer’s credit card, we have to abide by the rules and regulations. Based on the fare rules, the ticket is non-refundable, with a change fee of $300.00, plus any fare difference.     
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and I am fine with request from Expedia for additional time to resolve the situation.Sincerely, [redacted]

September 10, 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 a hotel reservation refund request. 
 
Our records show on September 6, 2016, Ms. [redacted] self-booked an Opaque hotel reservation via itinerary #[redacted] with a check-in date as September 9, 2016, for a total of $99.41. We understand from Ms. [redacted]’ complaint, due to a possible site error the wrong type of property was given after the reservation was booked. The customer also stated after contacting customer support, no proper resolution was provided. Ms. [redacted] is requesting a full refund due to a site error.
 
Upon researching the customer’s complaint, we can confirm on September 8, 2016, when Ms. [redacted] brought this matter to our attention, a $99.41 refund was processed back to the original form of payment.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter. As compensation was already provided, 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

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]

July 25, 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 a flight reservation.  We understand Ms. [redacted] is requesting a refund. On July 20, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on November 25, 2016, the customer self-booked a combinable one-way flight reservation for [redacted] and Keenan [redacted]. Travel was on Aeroflot-Russian Airlines, departing August 16, 2017, from New York to Moscow, Russia; and returning on September 17, 2017, from Moscow, Russia to New York. The reservation includes the Total Protection Plan, via itinerary number [redacted].
 
On December 7, 2017, the customer self-booked a flight reservation for Benjamin [redacted]. Travel was on Aeroflot-Russian Airlines, departing on September 4, 2017, from New York to Moscow, Russia; and returning on September 17, 2017, from Moscow, Russia to New York, via itinerary number [redacted].
 
Please note that a combinable one-way fare ticket is a roundtrip itinerary made up of two one-way flights, each with its own fare rules related to the ticket, including cancellation and refund policies. This information, and the fare rules associated with the outbound and return flights, was displayed to the customer at the time of booking.
Upon further researching this matter, we can confirm on January 13, 2017, the customer contacted Expedia to cancel both reservations. The customer advised that they did not have the required travel documentations for both reservations. Expedia contacted the airline; they advised that cancellations and changes must be made before the departure. The airline advised for the customer to provide the information and that they would review the information.
 
In reviewing the account, on February 8, 2017, the airline advised Expedia that they would not authorize the refund and no flight credit. The airline advised that the only option for the customer would be to make the change before the departure date. The airline advised if the tickets were not used, they would be lost value. Expedia advised the customer.
 
On February 12, 2017, the flights were canceled per the customer’s request.
 
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. Aeroflot-Russian Airlines 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 and not Expedia. We must adhere to the airline’s policies.
 
Expedia does not provide Passport/Visa requirements for international travel.  The itinerary does provide a disclaimer for Passport/Visa requirements, which states:
 
Proof of Citizenship is required for international travel.  When children are traveling, additional documentation may also be necessary.  It is your responsibility to meet entry requirements for the countries you are traveling to and connection through
 
Furthermore, at the time of the booking, you did agree to Expedia.com Terms of Use. Our Terms of Use explicitly provides:
 
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.
Based on the above, Expedia is unable to honor the refund or  the flight credit.
 
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

July 6, 2016
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on April 24, 2016, Mr. [redacted] booked an Expedia Vacation Package which included a car rental, travel insurance and a three night stay at the Days Inn from May 27, 2016, through May 30, 2016. The price of the entire package was $515.79. We understand from Mr. [redacted]’s complaint that he did not receive a confirmation for the booking so he contacted our office to confirm. No booking was found for him, so he booked a second itinerary. Mr. [redacted] states that he later discovered that he had in fact been charged for the April 4th booking (itinerary # [redacted]) but, our records confirm that he was charged $515.79 for the booking. On May 14, 2016, we processed a refund to Mr. [redacted] for the car rental and insurance for $177.15. On July 14, 2016, we processed a refund of the balance, $338.64 to the original form of payment. Refunds like this usually take 3-7 business days to post.
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

April 26, 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 Ms. [redacted] (Revdex.com ID # [redacted]) regarding a shuttle reservation. We understand from the complaint that the customer is requesting specific information regarding her shuttle booking. We have forwarded a copy of her itinerary and a copy of the voucher to her email: [redacted]@yahoo.com . We apologize for any inconvenience this may have caused. 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

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.
 
As previously advised, on November 28, 2016, the customer was not charged for any reservations.
 
Expedia has no control over the timeframe for the pending authorization to show as released on the customer’s credit card or bank account.
 
Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

August 28, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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

October 21, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: 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 promotion refund.  We understand Mr. [redacted] is writing due to his request for a price match being denied.. On October 21, 2015 we contacted the customer to acknowledge receipt of their Revdex.com complaint.Our records indicate on October 9, 2015 the customer contacted Expedia to book a Hawaiian vacation package with round trip flights from Seattle to Kona, Hawaii departing on January 27, 2016 and returning February 2, 2016.  His itinerary also includes a reservation at the [redacted] resort for corresponding dates. Mr. [redacted] found a lower price on a competing website and reports being told by our Expedia booking agent that he would qualify for the Best Price Guarantee, however his request for the refund, in the amount of $65.47 and a $50.00 travel coupon was denied.  On October 21, 2015, as a gesture of goodwill, Expedia processed a refund in the amount of $65.47 back to the customer’s original form of payment and added a $50.00 Expedia Travel Coupon.  The time it takes for the credit to be available in his account depends upon how quickly his card company processes refunds.  It is never Expedia’s intention to inconvenience our customers, and we regret the frustration this matter caused Mr. [redacted].  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 ServiceExpedia, Inc.

April 24, 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.
Our records reflect that on February 27, 2017, Ms. [redacted] booked a two room one-night stay at the Rivertown Inn & Suites in downtown Detroit from April 7, 2017, through April 8, 2017.
We understand from Ms. [redacted] that she canceled this booking prior to entering the penalty phase. She states that she received an email confirmation that she would not be charged any fees. Ms. [redacted] says that the hotel charged her credit card $198.40 and she wants a refund for this amount.
After review, we discovered that an Expedia representative addressed this issue and agreed to refund $198.40 to the Ms. [redacted]’s credit card. The refund was processed on April 24, 2017. Refunds like this usually take 3-7 business days to post.
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

October 26, 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.com 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.com 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 refund request. 
 
Our records show on October 1, 2016, Mr. [redacted] self-booked an Expedia.com pay later hotel reservation via itinerary [redacted] with a check-in date of October 9, 2016 in the amount of $83.16. We understand from Mr. [redacted]’s complaint, after booking the reservation a confirmation was received showing the wrong dates. The customer also stated after contacting customer support he was advised a refund would be provided but as of the date of the complaint, no refund has been provided. Mr. [redacted] is requesting for refund to be processed as promised.
 
Upon researching Mr. [redacted]’s complaint, on October 10, 2016, when he brought this matter to our attention, he was advised a refund of $83.16 would be processed once proof of charges is received since this was for a pay later reservation not initially charged by Expedia. An email was sent to Mr. [redacted] requesting an attachment of the proof of charges.
 
Further research shows, an email was received from the customer that only included the email confirmation received at the time of booking. No refund was able to be processed at the time since proper documentation was not received.
 
At this time, we are requesting Mr. [redacted] submit a copy of the charges made by the hotel to his credit card such as statement showing the actual charge. The customer may submit the information through the complaint submission on the Revdex.com website. Upon receipt of this information we will continue with the refund process..
 
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

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: until I get the refund back then I can accept their respond, due to their poor communication and or customer service, I cannot guarantee their words in other words I can't trust them anymore. So till then, I will wait till I see the refund back to my account.Sincerely,[redacted]

January 27, 2016
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate...

the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund request.  We understand the customer is requesting cancellation and refund of a vacation package. On January 27, 2016 we contacted the customer to acknowledge receipt of their Revdex.com. 
Our records indicate on January 6, 2016 the customer accessed Expeida.com and booked itinerary [redacted] with round trip flights from [redacted], [redacted] to [redacted], [redacted] leaving February 14, 2016 and returning February 18, 2016.  The itinerary includes a stay at [redacted] Marien - All Inclusive resorts with corresponding dates.
The customer is requesting cancellation and a full refund due to health concerns, regarding her pregnancy and the Sika Virus.  On January 27, 2016 we spoke with American Airlines to ask their policy on cancellations and refunds due to health concerns.  They have provided the information that at this time The [redacted] is not considered a Sika Virus affected country, so cancellation with full refund is not currently provided for this destination.  They have advised that the $200.00 per ticket penalty would be in effect, if the customer chooses to cancel or reschedule.  However, they do have a review department where the customer can submit proof of pregnancy, and doctors’ orders to avoid travel, and they will consider each case submitted on an individual basis.  The customer can submit their request online to Prefunds.AA.Com with all information and American Airlines will consider their request.
Expedia.com serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners.
At this time, no cancellation or refund for any part of the customer’s itinerary has been processed.  If the customer does wish for Expedia to cancel or reschedule their itinerary they should contact us at 1-800-EXPEDIA (1-800-397-3342). Our agents are available 24 hours a day, seven days a week. 
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