Expedia Inc

August 22, 2016 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 their 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

June 2, 2015 Revdex.comE.com – Alaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O-[redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt 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 hotel reservation refund request.   Our records show on April 8, 2015, Mr. [redacted] booked an Expedia.com hotel and car package reservation via booking number [redacted]. We understand from Mr. [redacted] complaint, the quality of the room provided was unsatisfactory. The customer also stated he had to check-out early due to the request to change rooms was denied by the property. Mr. [redacted] is asking for a full refund of the hotel reservation. Upon researching the customer’s complaint, we can confirm Mr. [redacted] paid a total of $439.45 for the hotel and car package reservation, of that amount, $293.08 was paid for the hotel. After further research Expedia can confirm the car reservation was utilized.  Expedia has processed a refund of $293.08 for amount the customer paid for the hotel reservation back to the original form of payment. As a full refund was given to the customer and the issue has been resolved to Mr. [redacted] desired outcome, Expedia considers this matter closed. We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service3

June 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 regarding an issue from our customer. We appreciate the Better Business...

Bureau allowing us time to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint for Ms. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records show that on June 10, 2014, the customer self-booked a package reservation for two people using Expedia’s website, itinerary [redacted]. The package included flights and hotel accommodations. The flight portion of the booking was with [redacted] from Cedar Rapids, IA to St Croix, Virgin Islands, departing on April 11, 2015, and returning on April 16, 2015. We understand Ms. [redacted] is requesting a refund in the amount of $1194.00, incurred for phone roaming charges when contacting Expedia for assistance in relation to the airline initiated schedule changes affecting her itinerary.
We have verified several schedule changes affected the itinerary between the booking date and the scheduled departure. Our records show that on August 19, 2014, [redacted] reissued the customer’s tickets directly in their system, taking control over the record. On April 11, 2015, after the itinerary was affected by another airline initiated schedule change, Expedia communicated with the airline and was advised the tickets were once again reissued. When an airline takes control over a ticket Expedia is no longer able to view the tickets issued by the airline or make any type of modifications to the record without the direct assistance of that airline.
From time to time and for a variety of reasons, airlines issue schedule changes.  We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this flight itinerary. Expedia has no control over when, or how often, airline initiated schedule changes occur, and must adhere to the policies dictated by the airlines.
Only the airline can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell travel agencies why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
We strive to provide the highest level of customer service, and we’re sorry that Ms. [redacted] recent experience did not live up to that expectation. We regret to hear of the long hold time she experienced when contacting our customer service department and that Expedia’s representatives were unable to contact her back when her calls were disconnected. Our agents assist with calls in the order they are received and they do their best to minimize hold time, however we have no control of the call volume at any given time.
While we regret Ms. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, due to the schedule changes causing her calls not being initiated or processed by Expedia, we are unable to provide a refund or compensation regarding this matter.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
 
 
Sincerely,
 
[redacted]
Tier 3 Customer Service

March 2, 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 Ms. [redacted] is requesting the return of a first night fee from a hotel reservation that was cancelled. On March 2, 2016 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint and verify the itinerary number.
Our records reflect that the customer has booked and subsequently cancelled 35 itineraries for 2015 and 2016 dates.  Four of the booked and cancelled itineraries were for the Grand Miramar All Luxury Suites & Residences, Puerto Vallarta, Mexico. We would like the customer to be aware that all finalized itineraries are forwarded to the property immediately and many “hotel collect” properties do charge a deposit or even the full reservation amount, depending on how close the arrival date is to the booking date.  The deposit/charge policies are set by the hotels and Expedia has no input regarding their terms.
Expedia finds the following booked and cancelled reservations for the Miramar Resort.
•             Itinerary [redacted]  arrival date 18 MAY 2016
•             Itinerary [redacted] arrival date 18 MAY 2016
•             Itinerary [redacted]   arrival date 15 JUN 2016
•             Itinerary [redacted]   arrival date 22 JUN 2016
Although Ms. [redacted] did not give the itinerary number in her complaint, we believe the itinerary in question is [redacted].  The hotel does note in their online profile that “There is an advance purchase requirement to book this room.”, but they do not expand on what the advance purchase amount, is or when it is debited. 
On March 2, 2016 Expedia contacted the Miramar All Luxury Suites & Residences and spoke to Caesar in reservations to advocate on behalf of the customer, with regards to a refund of the $311.91 deducted from her credit card by the hotel.  As this was a Hotel Collect reservation, the hotel is the merchant of record and would be the refunding party.  The hotel agent advised that they authorized a full refund of the deposit on January 30, 2016.  Caesar will follow up today with the accounting department to inquire as to whether the refund has been processed and if not, he will request that it be escalated and done right away.
We have also spoken with the Miramar about updating their site profile to provide the information that they charge the first night of a reservation, at the time of booking.   They will be reviewing their Expedia profile to revise it so customers will know to plan for the initial charge.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Roseanne G[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:  I don't agree.  I called several times when I did not see anyone from the tour.  When I did get through to someone, I was told that I would not have enough time to walk to the different location and the tour guide would not wait on me.  The google directions for the address listed took me to the school and not the gallery.  I realize Expedia says they are a third party person but I booked the tour with them and not City Works. 
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 if a refund is processed for the Spirit Airline tickets. I have included a credit card statement highlighting the charges. Sincerely, [redacted]

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

May 22, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-[redacted] Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from Mr. [redacted].   We regret [redacted] did not accept our response and/or resolution offered. When an Expedia reservation is confirmed an email is immediately sent to the primary email address provided by the customer.  This serves not only as a verification that the booking is confirmed but it also provides a detailed summarization of the booking details beginning with the dates, number of travelers, destination, length of travel, and any inclusions that were sold with the vacation package.    [redacted] received the confirmation email that provided the room type, which was the Resort View.  It did not list the room type as being all-inclusive, nor was the customer charged for an all-inclusive package.  It also provided a disclaimer which stated “Guests must book the ‘Escape Inclusive’ rate plan to receive All Inclusive benefits during their stay”.  We regret any inconvenience this matter has caused.  As the customer has not provided any new information, we stand by our previous decision and will not honor the request for reimbursement of additional expenses incurred.  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,[redacted]Tier 3 Customer Service

August 31, 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 hotel reservation.  We understand Mr. [redacted] is requesting that Expedia corrects the website. On August 25, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on August 24, 2016, the customer self-booked a hotel reservation at the Albert 1’er Hotel check-in date September 14, 2016, check-out date September 17, 2016. Itinerary Number: [redacted]. The customer is stating they encountered an error while attempting to purchase the reservation and while sending the Best Price Guarantee claim form.
 
Upon further researching this matter, we can confirm on August 24, 2016, the customer contacted Expedia advising they received an error while attempting to purchase the reservation. Expedia offered to assist the customer with the booking, the customer agreed.  The customer advised they had seen a lower price online, Expedia advised the customer to submit the Best Price Guarantee claim form with the screen shots.
 
The customer advised they received an error and could not submit the Best Price Guarantee claim form. Expedia could not honor the lower price; however as compensation, Expedia offered the customer a $25.00 coupon to be added to the customer’s account. The customer agreed.
 
In reviewing the customer’s account the $25.00 coupon was applied and has been redeemed.  Expedia found no system issues for August 24, 2016.
 
As rates do fluctuate, Expedia offers a Best Price Guarantee Promotion.  If the customer finds a lower rate on Expedia or on another U.S. based website within 24 hours of booking with Expedia, we will credit or refund the difference in price. The Terms and Conditions for the Best Price Guarantee Promotion states as follows.
 
 
Must be "Apples to Apples" Comparison.  The Best Price Guarantee is available only for exact itinerary matches. For example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com.
 
Verification of Claims.  All requests, including receipts, are subject to verification by Expedia.com Expedia.com will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia.com personnel. Nor will Expedia.com verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faith.
 
For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser –
 
https://www.expedia.com/p/info-other/guarantees
 
We apologize for any inconvenience this may have caused and would like to assure you that your business is important to us.
 
 
 
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]Without PrejudiceI am rejecting this response because:You state that you are not liable because in the confirmation email it stated "Food, Water and Beverages:  The food, water and beverages served abroad may not be up to North American standards and therefore may be the cause of health problems or illness. .....".  The Confirmation email from you was received Jan. 20th at 9:51pm PST.  In the confirmation email it did does not state what you claim and what you claim makes you not liable.  As a result I believe this makes you negligent for my near death experience verified by medical professionals.To address the response.  You mentioned that you are disheartened that I didn't feel my concerns were resolved prior to this step.  I emailed on multiple occasions as instructed by your organization (april 9th, april 15, etc) with 0 response back. Your agent who contacted me did not contact me to acknowledge receipt of the Revdex.com complaint as you state in this response.  She contacted to try and pass the blame and see if I would drop this complaint.Thank you for reading me terms of a third party I did not pay or book with.  Expedia took my money, expedia sold the trip, expedia sent the confirmation (not [redacted]), etc.  I asked the agent who called if she felt expedia was not negligent on 4 occasions in which she refused to answer all 4 times.  If I take my clients money and promise them the world and then I find the cheapest third party vendor who does not deliver then guess who the client is going to sue?  This is the responsibility I'm risking by going in the middle to profit for myself and rightly so because the business dealing would have been between myself and the client.I did not eat any meals on the [redacted] flight.As you do not provide me any means of contacting you directly and I know you will be reading this response.  This is to advise you that if the result of this claim does not work in my favour then I will have no other options but to pay the name search and filing fee at small claims against expedia Canada while taking this response along with the confirmation email referenced to trial.  Sincerely,[redacted]

September 16, 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 package reservation.  We understand the customer is requesting a refund for their package reservation. On September 16, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint.
 
Our records indicate on July 3, 2015, the customer self-booked a package reservation via Expedia’s website, itinerary number [redacted]. Flights were with [redacted] departing Saginaw, Michigan to Gainesville, Florida on July 31, 2015, and returning on August 3, 2015. The hotel reservation was for [redacted] Gainesville in Gainesville, Florida, checking-in on July 31, 2015 and checking-out on August 3, 2015.
Our records show that this matter was resolved. On July 27, 2015, a refund of $224.58 for the hotel component of the package was processed to the customer’s original form of payment. On September 16, 2015, we contacted [redacted] on the customer’s behalf and can confirm [redacted] processed full refunds of the tickets on July 31, 2015, to the customer’s original form of payment.
 
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,
Britt M[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:
 
The second representative that I spoke to at Expedia told me that I was paying a "change of class" fee. The third representative that I spoke to told me the "change of class fee" was specifically for a first class ticket. At no point did the second representative tell me she called [redacted]. Instead she told me her supervisor informed her that in order to change my airline ticket, she must charge me a fee. If the Expedia representative actually called [redacted], there should be a record of the call or someone at [redacted] who can confirm the call actually happened.
Please provide documentation that verifies the second representative called [redacted] or provide a statement from [redacted] that says the call took place.
 
Sincerely,[redacted]

June 13, 2016 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 their 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

June 29, 2015 Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O-[redacted]Dear Revdex.com, Thank you for taking the time to contact Expedia Inc. regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention. Expedia 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 complaint #[redacted]) regarding the refund request for the hotel reservation not honored by the vendor.   Our records show on May 18, 2015, Mr. [redacted] self-booked an Expedia.com flight and hotel package reservation via booking number [redacted], with a $202.75 payment for the hotel portion of the package. We understand from Mr. [redacted] complaint, upon arrival at the hotel, he was advised there was no awaiting reservation; therefore customer had to find other mean of lodging. The customer is requesting a full refund for the hotel reservation not provided as well as to be compensated for the extra expenses related to this issue. Upon researching the customer’s complaint, we can confirm Mr. [redacted] brought this matter to our attention on June 1, 2015 via email correspondence. An email response was sent to Mr. [redacted] advising due to limitations, refund requests cannot be handled via email. The customer was advised to contact Expedia at the customer support phone number provided for this matter to be investigated. Our records show, no phone call was received by our customer support team related to this matter. Expedia has processed a refund of $202.75 for the amount the customer paid for hotel reservation back to the original form of payment. Based on the information provided above, we are unable to honor Mr. [redacted] credit request but have gladly placed a $200 Expedia Travel coupon on his account that can be used for future travel. 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

June 3, 2016 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 their 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

January 28, 2016
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 hotel reservation.  We understand the customer is requesting a refund for their hotel reservation. On January 28, 2016, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint; however the call was routed to voicemail.
Our records indicate on November 30, 2015, the customer self-booked a hotel reservation using Expedia’s website, itinerary number [redacted]. The hotel reservation was for The [redacted] in [redacted], checking in on January 16, 2016 and checking out on January 18, 2016.
We can confirm the customer contacted Expedia on January 16, 2016 to cancel the reservation and seek a refund. Our records show that this matter was resolved. As the reservation was a prepaid reservation, Expedia needed to gain authorization from the property to processes the refund. On January 27, 2016, Expedia advocated on behalf of the customer with the hotel and a full refund of $259.43 was processed to the customer’s original form of payment.
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,
Britt M[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.
I've gone through this process of the itinerary number with them. Here is my number: [redacted]
 They refuse to do anything about it. Hope this helps.
Sincerely, [redacted]

June 24, 2015 Revdex.comE.com – Alaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O-[redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com Complaint #[redacted]). We regret to hear Ms. [redacted] did not accept our response and/or resolution offered. Expedia’s goal is to provide an exceptional customer experience. The customer stated a full refund for the amount paid for the package reservation has not been given. After further review of Ms. [redacted] complaint, we can confirm the total amount paid to Expedia for her package reservation on April 3, 2015 was $1,498.71 that included a flight, hotel and a $74.00 charge for travel protection insurance.  We can also confirm that a change was made to the flight reservation on April 17, 2015 where a lower price was found and a refund of $92.22 was given back to the customer. Travel protection insurance was utilized at this time. As indicated on our previous correspondence, as of May 28, 2015, Expedia has processed refunds totaling $1,424.71. Expedia continues to stand by our original reply. We maintain that Ms. [redacted] was provided a total refund in the amount of $1,424.71 which is the amount paid for the package reservation minus the $74.00 paid for the utilized travel protection insurance. 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 C[redacted]Tier 3 Customer Service

Revdex.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

Complaint: [redacted]I am rejecting this response because:
 
Complaint: [redacted]
I am rejecting this response because:
Thank you Ms. Delia K[redacted]  for two of your statements.
(1) You have now grouped [redacted] with her Dad's tickets.
(IN your letter you state "The supervisor did contact Lufthansa and was advised they already divided the ticket for [redacted] on a new record locator [redacted], with the same itinerary number [redacted]. The new ticket is noted that [redacted], the child is traveling with the adult [redacted]. ")
(2) You did NOT change [redacted] ticket as requested.
(IN your letter you state "Additionally, the customer stated that [redacted]. [redacted], needs to change the dates; however Expedia has not exchanged the tickets.")
In a nutshell, you have now acknowledged in writing that the changes we wanted could have been done on March 14th for a change fee of $300 plus fare difference (which we were willing to pay on Mar 14th).
Your agents failed to do both (1) and (2) above,  on Friday March 11th and on MOnday Mar14.  This is a clear violation  of the contract. Expedia broke the contract by not doing the permissible changes we wanted and Expedia needs to fix it.
I don't think Expedia understands the deeper consequences of their fault:
As of now, all the three tickets are useless because of Expedia's failure to do the permissible changes we requested. 
Please allow me to explain.
Let's wind back to March 14th:
Since your agents failed to do (1) and (2) in a timely manner, I had to incur huge costs already.
This is a family emergency. And [redacted] had to leave. If you had done both (1) and (2) on March 14th (or on March 12), our additional cost (excluding the original price of the three tickets would be $300.00 plus fare difference  (when I checked Expedia's website for a flight, the fare difference was negative at -140.00 i.e. lesser fair. In fact, I bought another ticket on Lufthansa website for $980.00 on March 11th (THe cost of our tickets with Lufthansa is around $1250.00 - SO, yes there was a fare drop as of Mar 14th). So, the total amount we would have paid to make the change is $160.00 (300 - 140).
Expedia doing item (1) at a later time [grouping [redacted] with the dad] is useless :   Since item (2) [advancing [redacted] ticket] was NOT done, there is no return companion for [redacted]. This being a family emergency, [redacted] is already at the destination flying with a different airline and since [redacted] will NOT fly the forward trip on Lufthansa, Lufthansa will cancel her return ticket as well. Consequently, [redacted] can't travel on this ticket and therefore, the dad can't travel on this ticket either.  As of now, all the three tickets are useless because of Expedia's failure to do the permissible changes we requested.  Expedia is solely responsible for the consequences. Let  me reiterate, because Expedia failed to do this permissble change, ALL 3 TICKETS are useless.
By the way, your agents also claimed this: your system is a call-in system and that I need to keep calling until this is completed i.e. in case the call is dropped I would have to call again and another agent will handle it.  How come you are able to do item (1) without my calling? Did your agents misstate your policies?
All costs that are above $160.00 (approx.) is clearly Expedia's responsibility.  We have already paid $1550 (approx) for the other ticket.  SO, I now propose an additional fair solution in which our cost is only $160.00 - the cost that we would have incurred on March 12th or March 14th had Expedia kept its contractual terms to make the needed changes.
Solution 1) Expedia to convince Lufthansa not to cancel [redacted] return ticket for not flying the forward journey: (how can she fly the forward journey with Lufthansa since she is already there at the destination?). This way both [redacted] ticket and [redacted] ticket can be used fully. Expedia to reimburse us $1550.00 - $160.00 = $1390.00.
Net result is that Expedia would have corrected its failure and my cost would be the same that I would have incurred in March 14th.
Solution 2): Since Expedia failed to live up to the contractual needs to make permissible changes, Expedia cancels all 3 tickets and refunds our money fully without any penalty. The reason is this: Expedia FAILED to do the permissible changes that it finally acknowledges in writing that it can be done.  This fiasco is 100% the fault of Expedia.
Notice that we have always been willing to pay the change fee plus the fare difference.
Sincerely,
[redacted]