Expedia Inc

May 30, 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

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

June 8, 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 May 16, 2017, Mr. [redacted] booked a two-night stay at the [redacted] from May 16, 2017 through May 18, 2017. 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.
Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. As such the following cancellation policy would have been provided at the time of booking.
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
According to Mr. [redacted]’s complaint that he checked that there were no cancellation fees prior to booking. He says that he proceeded with the booking since there were no cancellation fees. Mr. [redacted]s stated that he needed to cancel the reservation due to changes made to his itinerary.
Please note that each of the hotels with which we do business, establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them. There were no errors made by Expedia in regards to this booking. Mr. [redacted] complained about customer service that he received when he asked to cancel, but the request was denied per the hotel’s policy, not Expedia’s.
While we acknowledge this complaint as something Expedia is not responsible for, because we value Mr. [redacted] as a customer and regret the experience that he reports, we have already undertaken an exception to resolve his complaint. A refund in the full amount of his booking $91.53 was issued to his original form of payment as a onetime courtesy. Refunds like this typically take 3-7 business days to post to individual accounts, depending on how quickly his credit card company processes refunds.
 
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

July 27, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-[redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr. [redacted]. We regret to hear he did not accept our response. Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a flight reservation. I have personally contacted the airline directly and they have confirmed that if a customer agrees to a purchase with the correct price shown, and then the price changes, the airline would not refund. The agent explained this works just as if the price of the ticket would increase, they would not ask the customer to pay a higher amount. Since Expedia follows the airlines fare rules, we also could not refund any amount to the customer. Mr. [redacted] saw the price; he agreed to the price, there is no amount that would be refunded. As stated previously, the information on the itinerary is general information for an airline. The fact that Mr. [redacted] mentions he sees a cancel fee does not mean his ticket is refundable. It is completely up to the customer to agree or decline a price shown. That being said, we have further researched Mr. [redacted] complaint, and after giving the matter our full consideration we are unable to honor Mr. [redacted] request. Expedia is unable to issue a refund of any amount for a reservation which is non-refundable. 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] A[redacted] Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: yes, I want a partial refund, please contact me once the hotel has processed my refund
Sincerely,
[redacted]

May 3, 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] S [redacted] (Revdex.com case number [redacted]) regarding a refund request. We understand Ms. [redacted]’s complaint is in regards to a flight refund due to Zika Virus concerns.
Our records indicate on March 6, 2016 the customer booked package itinerary #1[redacted] for round trip flights from Salt Lake City, Utah to Punta Cana, Dominican Republic departing May 8, 2016 and returning May 13, 2016 with a stay at the [redacted] for corresponding dates.  Due to concerns regarding the Zika Virus, Ms. [redacted] cancelled her itinerary. 
Our records further reflect that this matter has been resolved with the processing of two refunds.  On April 15, 2016 Expedia processed a refund in the amount of $808.16 for the resort portion of the booking.  A second refund, also processed on April 15, 2016, in the amount of $1,381.18 for the flight portion of the itinerary completed the full refund of the customer’s original charge of $2,189.37.  The refunds were returned to the customer’s original form of payment, and the amount of time it takes for the credit to be available in her account depends upon how quickly her bank processes refunds.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Roseanne G[redacted]
Tier 3 Customer Service

December 14, 2016
 
 
Revdex.com
Alaska, Oregon, & Western Washington
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding an activity reservation.  We understand [redacted] is requesting a refund. On December 9, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on June 30, 2016, the customer self-booked a package reservation for [redacted] and [redacted]. Travel was on American Airlines, departing November 28, 2016, from Charlotte, North Carolina to Punta Cana, Dominican Republic; returning on December 5, 2016, from Punta Cana, Dominican Republic to Charlotte, North Carolina. The package includes a hotel stay at the AlSol Luxury Village. The package includes two activities for a Full-Day Tour-Outback Jungle Safari and a Half-Day Tour with Punta Cana Pickup-Bavaro Platinum VIP Tour. The package also includes a roundtrip shuttle in Punta Cana. The package includes the Vacation Waiver.
 
The customer is stating they were not able to use both activities. The customer is stating they have been refunded for one activity; however the customer has not received the refund for the other activity.
 
Upon further researching this matter, we can confirm on December 1, 2016, the customer contacted Expedia via email advising they were not able to use both activities. Expedia replied to the customer advising them to contact Expedia directly.
On December 9, 2016, the customer contacted Expedia requesting the refund for both activities. Expedia contacted Outback Jungle Safari; they requested that Expedia to submit the refund request.
 
Expedia contacted Bavaro Platinum Tour; however the vendor was unavailable. Expedia sent an email to the vendor requesting the refund.
 
In reviewing the customer account, on December 9, 2016, the Outback Jungle Safari authorized the refund and Expedia process the refund back to the customer’s original form of payment in the amount of $180.00.
 
On December 13, 2016, Expedia submitted a refund request to the vendor, once they respond Expedia will provide an update to the Revdex.com and customer.
 
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. Each vendor has its own specific set of policies and procedures as does each booking purchased.
 
We hope the customer understands Expedia cannot process the refund until the vendor authorizes the refund.
 
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

June 1, 2017
 
Revdex.com
Alaska, Oregon, & Western Washington
 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 Ms. [redacted] is requesting compensation. On May 28, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 11, 2017, the customer self-booked a pay later reservation at the Furnished Suites in South Loop Chicago with a check-in date June 2, 2017, and with a check-out date of June 5, 2017, via itinerary number [redacted]. The customer is stating that the reservation was canceled; however Expedia did not notify the customer. The customer is stating that Expedia rebooked the customer; however Expedia did not book the correct number of rooms.
Upon further researching this matter, we can confirm on May 26, 2017, the customer contacted Expedia advising that the hotel had processed the refund for the reservation. The customer advised that the hotel advised them that the reservation requires a 15 night stay. Expedia offered to book the customer another hotel, the customer agreed.
 
Expedia assisted the customer book at the Inn of Chicago with a check-in date June 2, 2017, and with a check-out date of June 5, 2017, via itinerary number [redacted]
 
In reviewing the account the original reservation for the Furnished Suites the original room type was an apartment with 2 bedrooms and the reservation for the Inn of Chicago the room type was a traditional double beds.
 
On May 26, 2017, Expedia process a refund in the amount of $300.00 and on May 30, 2017 in the amount of $2,838.09 back to the original form of payment. The time it takes for the refund such as this to appear on the card depends upon the time it takes the credit card company to process refunds, typically 3-7 business days.
  
Expedia found no current hotel reservations for the customer and request that the customer submit a receipt for the new hotel that was booked. The customer can submit the information via the Revdex.com link.
 
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

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 number [redacted]) regarding a hotel reservation. Our records indicate on March 22, 2017, the customer self-booked a Hotel Collect reservation (amount to be charged directly by the hotel, not Expedia – Expedia received no funds from Ms. [redacted]) through the Expedia.com website. Accommodations were at the Double Tree by Hilton Hotel Biloxi from April 6, 2017, to April 9, 2017. We understand from the complaint, the customer is requesting a refund. As this particular reservation is a Hotel Collect reservation, no money was charged to the customer by Expedia. 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 do not own or operate any hotels, nor do we set any cancellation or refund policies. However on April 26, 2017, Expedia processed a courtesy refund in the amount of $307.54 back to the customer’s original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refunds. We apologize for any inconvenience this delay 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

November 2, 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 Mr. [redacted] is requesting a refund. On October 31, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on July 20, 2016, the customer self-booked a package reservation for [redacted] and [redacted]. Travel was on United Airlines, departing October 6, 2016, from Denver, Colorado to Orlando, Florida; returning on October 10, 2016, from Orlando, Florida to Denver, Colorado. The package includes a hotel stay at the B Resort and Spa in Disney Springs Resort. Itinerary Number: [redacted]. The customer is stating they have not been refunded for the flight.
 
Upon further researching this matter, we can confirm on October 6, 2016, the customer contacted Expedia to cancel the reservation due to Hurricane Matthew. Expedia contacted the airline; they advised they canceled the flight due to the storm. The airline advised the customer will need to go to the United Airline website to request the refund. Expedia advised the customer.
 
On November 2, 2016, Expedia contacted United Airlines on the customer’s behalf; they advised they sent the refund for the return portion back to Expedia. The airline advised the customer was refunded in the amount of $193.61 per each ticket.
 
Expedia will process the refund back to the customer original form of payment. The time it takes to post to the customer’s account depends on how quickly the customer’s credit card company/bank processes the refund.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: 
: Expedia does not seem to understand that I am not looking for refund from the airline as I have received it. I am looking for Expedia to compensate me for the extra cost associated with changing flights for the reasons I stated in the original complaint.Sincerely,[redacted]

April 11, 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 16, 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 request for a date change on a hotel reservation.
 
Our records reflect on May 5, 2016 Mr. [redacted] accessed Expedia.com and self-booked Itinerary # [redacted] for a stay at the [redacted], Switzerland to check in July 12, 2016 and checking out July 13, 2016.  The customer contacted Expedia to advise that he chose an incorrect date on his booking and asked our assistance in changing the date. 
 
The terms and conditions provided by the hotel for this reservation and agreed to by the customer at the time of booking state:
Cancellation and Change Policy: Non Refundable
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
 
Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide thier selection details on several pages for review, including the final payment screen. Expedia.com serves as a third party booking 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.
 
On May 11, 2016 Expedia spoke with a representative of the [redacted] to advocate on behalf of Mr. [redacted], requesting they set aside their no-change policy and allow a date change. They denied that request and informed Expedia they would be enforcing their booking terms which state no refunds for changes or cancellations. While Expedia regrets the hotel’s decision, due to the rules and restrictions agreed to at the time of booking, we are unable to offer a date change or refund for this itinerary.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Customer Service

Revdex.com
May 03, 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.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, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package booking.  We understand Ms. [redacted] is currently requesting a refund of $246.20USD, as the customer stated she had an unsatisfactory experience while booking her reservations via Expedia.com website. Per the customer she contacted the hotel to confirm the room had a full kitchen, but the customer was advised by the hotel the room type she had reserved did not have a full kitchen as stated on Expedia.com website.  According to Ms. [redacted], she contacted Expedia.com customer service to correct the booking, she asked to speak to a supervisor who made the upgrade and charged the customer the $246.20USD, but the issue is that the customer cannot travel on the dates booked. On April 14, 2016, we received receipt of the Revdex.com complaint.
 
On April 01, 2016, Ms. [redacted] contacted Expedia.com customer service via phone to booked a package reservation for [redacted] and [redacted], itinerary [redacted] and PNR [redacted] with JetBlue Airways and Westgate Vacation Villas Resort & Spa. Departure was on April 15, 2016, from New York to Orlando. Return flight was on April 21, 2016, from Orlando to New York. The hotel check-in was on April 16, 2016, and check-out was on April 21, 2016. (Package - Flight $527.98USD + Hotel $849.28USD = Total amount $1,377.26USD)
Our records indicate on April 04, 2016, the customer contacted Expedia.com customer service to complain about the room type reserved. The agent contacted the hotel to reconfirm the room amenities, and verified there was a content error on Expedia.com website, which stated the room reserved had a full kitchen, but the room reserved actually included a basic kitchen. Our agent advised the customer they would have to upgrade the original room in order to correct room type, and Expedia.com would refund the difference in rate. As Ms. [redacted] accepted the resolution, the agent processed the upgrade correcting the room type. The customer was charged a total of $246.20USD due the difference in rate, and Expedia processed a refund of the $246.20USD regarding the difference in rate.
From April 11, 2016 to April 20, 2016, we can confirm Ms. [redacted] contacted Expedia to exchange the flights and change the hotel dates. As 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 hotel and airline have their own specific set of policies and procedures as does each reservation purchased.  JetBlue Airways and Westgate Vacation Villas Resort & Spa were the validating carrier / service providers and merchants of record (the entities that received your funds and the company charging the customer’s credit card); per the vendors policies Expedia.com agents advised the customer in order to change the booking dates, the customer would be responsible to pay any difference regarding the hotel rate, in addition to the airline change fee plus any difference in fare, but the customer did not the resolution provided and insisted she wanted to change her reservation at no cost.
In reviewing the customer’s account, we have confirmed on April 5, 2016 Expedia.com honored the customer request, and processed the refund of $246.20USD. The refund will reflect on the customer’s original form of payment within 3-5 business days.
Expedia is committed to providing an excellent standard of service to our customers.   There are times when we are unable to reach all of their expectations.  We apologize that the booking experience Ms. [redacted] did not reflect this. The feedback that Ms. [redacted] has provided to us will be helpful in looking at our customer service and gauging our customer’s satisfaction and perceptions.  For your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers.
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,
Agent Name
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]I was told my [redacted] that my reservation was not in their system and that I would have to make a new reservation.  they could not show record of my Mexican phone number or my name and that my reservation was not in the system.  my hotel reservation I was told needed to be done thru Expedia .mex which I could not do since it was all in Espanola.  my trip to Mexico city was very important to me for my profession so when they said my reservation didn't exist under my name or Mexican phone number

Thanks for your response expedia!Yes, I got a refund for all the hotels you sent me to and I never staid at because of the horrible lotion, false information or they were already booked. My problem is not solved as I had to find a hotel myself at 2:00 am in the morning because the hotel you sent me to was already booked!I expect you to pay for my stay at the only hotel that was available in the area at that time. I also spent a lot of money on taxi costs.I am happy to explain AGAIN in detail about your service and what you put me through that night plus send all pictures and receipts!!! (attached is the amount I had to pay at the only hotel available, please note, that is USD not Can)I look forward to hear back from you soon. [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

September 15, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation booked on Expedia.com.
 
We can confirm the customer contacted us on August 26, 2015, requesting to cancel a hotel reservation that was self-booked on Expedia website. The terms and conditions of the reservation stated it was non-refundable and non-changeable. This information was provided to the customer prior to finalizing the booking. As a result of the terms, the reservation could be cancelled but the customer would not receive a refund. The customer agreed to keep the reservation. We stand by our previous decision and will not honor a request for compensation.
The customer also stated the hotel received less than stellar reviews from [redacted] and [redacted].  As a third party intermediary, Expedia has no control over the hotel ratings and/or amenities offered by the vendor. We regret the customer felt we should.
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,
 
Tier 3 Customer Service%

Complaint: [redacted]I am rejecting this response because:
Expedia; your response is disappointing. I hope that whomever comes into contact with this is able to experience what I did so that you are able to have empathy and more importantly as a (past) customer, accountability.
Your reps provided some of the worst customer service at the worst time via phone call, while I was being stared at by airport officials and/or Chinese police who refused to allow me to do any of the following:
Get a translator (English)
Get a flight out of China anywhere (USA/HK/South Korea)
Cash
Refund (To buy an immediate flight out)
No airport or Expedia reps to assist me
No offer of a hotel after keeping me from a flight YOUR service booked that the Xiamen airport representatives said is IMPOSSIBLE to have booked and is EXPEDIA's responsibility to book flight schedules that adhere to airline and country policy
No reps that could efficiently handle any of my three calls (A ridiculous 2.5 hour hold time, while airport officials yell at me behind security)
No offer to refund the ENTIRE trip, or offer of ANYTHING; future flights, offer of accommodation, words of encouragement even.
I travel frequently and often, in the past as a former government official for Korea, and now as a trading businessman, and I will never use Expedia's service again. My family, the international company I work for with frequent trips between HK and Korea and USA and China will also never use this service again.
You have not satisfied my request for a refund, and the fact you are saying I must ask the airlines for a refund is PRECISELY what Korean Air was telling me; go to your awfully represented travel service for a refund. Speaking of principle, I noticed you didn't mention my second call, from whom the representative was rude, and destructive to my safety while I urged him to get me out of China. China is no joke for Americans, and your company is willing to take my money to re-book flights out of China and take a service cut, but aren't willing to take responsibility for making what could have developed into a PR nightmare for your company with a US expat trapped without representation in China. I wonder if you or anyone else at Expedia would have been willing and satisfied with the vanilla answer of: "Based off airline policy you may or may not get a refund for one flight, but we'll ignore the fact you had to fly out emergency back to Hong Kong the following day wasting 301 usd on a flight, miss work, and then waste another 400 USD on another flight to get to my destination your poorly organized agency booked me to reach originally for a total of $701usd on a flight I had already purchased. I was also very happy that with no cash, access to food or water, my family and pet waiting for me at home for my safe arrival while I had no phone, airport representation, help from Expedia, access to cash, or the basic need of safety in an international airport, that I was removed from the airport at 10pm because the international airport in Xiamen closes at 10pm after I spent my entire 8 hours rushing back and forth through the airport Expedia booked me into as a layover, and got in a taxi with no cash, not speaking Chinese, and risked getting a hotel that may or may not have had wifi to contact my boss at 1am to get me out of China the following morning at any monetary cost as a temporary visa I was issued after getting flown through China on a layover was due to expire the following day meaning an airport jail and deportation." 
I will never use your service again, regardless of if you offer a full refund for the entire trip or not.
If the refund isn't issued, I can promise you this is going to appear on Expedia's social networking sites as a horror story of your poor customer service and assistance.
If you resolve the issue correctly, I'll stand corrected.
 
Sincerely,
Former customer[redacted]

January 25, 2017
 
 
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: O-[redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us 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 package reservation.  We understand Mr. [redacted] is requesting a refund. On January 19, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect January 15, 2017; the customer self-booked a package reservation for [redacted], and [redacted]. Travel is on Delta Airlines, departing March 1, 2017, from Orlando, Florida to Cancun, Mexico; returning on March 8, 2017, from Cancun, Mexico to Orlando, Florida. The package includes the Royalton Riviera Cancun Resort & Spa All Inclusive. The package includes a shuttle in Cancun, Mexico. The package includes the Package Protection Plan, via itinerary number [redacted]. The customer is stating they submitted a Best Price Guarantee; however the customer did not qualify for the refund of the price difference.
 
Upon further researching this matter, we can confirm on January 16, 2017, the customer submitted the Best Price Guarantee claim form. Expedia replied to the customer advising they did not include the cancellation policy for the reservation. Expedia advised the customer we checked the website per the customer’s attachment; however the current price was higher than the original booked amount.
 
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
 
Expedia will refund as a one-time courtesy the difference of $618.29 onto the original form of payment. Once the trip is completed, the $50.00 coupon will be applied to the customer’s account.
 
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

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,