Expedia Inc

May 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-[redacted] Revdex.comAlaska, 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 her 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 flight reservation.  We understand Ms. [redacted] is stating an error occurred with her return flight involving the departure time.  On May 19, 2015, we attempted to contact Ms. [redacted] to acknowledge receipt of her complaint but were unable to reach her. Our records indicate on March 30, 2015, Ms. [redacted] or an authorized user in the account self-booked a flight reservation on the Expedia website for travel departing May 16, 2015 at 12:00PM from Rochester, NY to Orlando, FL. with a connection in Atlanta, GA, with [redacted]; returning May 21, 2015 at 9:20PM from Orlando, FL arriving in Rochester, NY at 12:10AM with a connection in Charlotte, NC.  The customer is stating she did not receive her email confirmation to detect an error had been made. Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines, and are subject to the rules and restrictions of those providers.  As [redacted] is the merchant of record, i.e. the company that charged the customer’s credit card, we must abide by their rules and regulations.  When a booking is confirmed on the Expedia website, a confirmation email is sent to the email address provided during the booking session.  Booking confirmations can also be requested on the Expedia website or by contacting our customer service department for further assistance.  We have verified an email confirmation was sent to [email protected], the email address associated with the flight itinerary. We can confirm on April 23, 2015, Ms. [redacted] contacted us to reconfirm her flight reservation.  The customer contacted us the next day stating the departure time for her return flight was incorrect.  We reconfirmed with the customer that she selected a 9:20PM departure time with an arrival in Rochester, NY at 12:10AM.  We advised Ms. [redacted] that we were able to change the return flight; however, an airline penalty fee of $200.00 was required and would be billed at the time of the exchange.  No changes were authorized to be made at this time. Airline tickets sold on Expedia.com can be voided for a full refund if we are contacted within 24 hours of the booking to process this request. Ms. [redacted] booked her flights on March 30, 2015; however, we were not contacted by the customer to request a copy of the booking confirmation until April 23, 2015.  While we regret any inconvenience Ms. [redacted] has experienced regarding this matter, we do not see an error on behalf of Expedia.  As such, we are unable to provide a refund or any compensation.   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 Service

April 28, 2015
 Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department
Re: Expedia Case #: O-[redacted]
 
Dear Revdex.com,
Thank you for taking the time to contact Expedia.ca 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.ca 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 flight and hotel reservations. We understand the customer is requesting a refund for her reservations.  
The customer’s comment stated they encountered difficulties with their recent flight reservation, and we would like to further research the matter in order to assist the customer with their concerns. The information provided in the customer’s comment was not linked to an account or itinerary. We ask the customer please provide us with an itinerary number. The customer may also provide the email address used to make their reservation so that we may fully review the concerns the customer noted.
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 Service

May 25, 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 asking for a refund for shuttle services because the company did not provide the service contracted.
 
Our records indicate on February 12, 2016 the customer accessed Expedia.com and booked round trip shuttle service from the Kansai Airport in Kyoto to her hotel for April 10, 2016, through [redacted].  The service did not provide the transportation. 
 
Expedia has been attempting to reach the shuttle service and did in fact just receive email notification from them that they were unable to provide the service and asking that the customer be refunded. 
 
On May 25, 2016 a refund in the amount of $118.56 has been credited back to the customer’s original form of payment.  The amount of time it takes for the credit to be available in her account depends upon how quickly her bank processes refunds. 
 
It is never Expedia’s intent to inconvenience our customers and we regret that the shuttle service was not able to meet the reservation.  As a courtesy, we have provided Ms. [redacted]’s online Expedia account with a $50.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within her account. We hope she will allow us the opportunity to improve upon her experience in the future.
 
 
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: yes, I want a partial refund, please contact me once the hotel has processed my refund
Sincerely,
[redacted]

November 4, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time...

to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on July 21, 2016, the customer self-booked a hotel reservation through the Expedia.com website. Accommodations were at the [redacted] Hotel from July 26, 2016, to July 27, 2016. We understand from the complaint, the customer is requesting a refund. Please note that Expedia serves as a third party intermediary for 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, and we do not set any policies. We hope the customer understands that we must adhere to the policies dictated by the hotel. Upon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: • 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. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation. On July 22, 2016, the customer contacted Expedia requesting a refund. The Expedia representative contacted the hotel directly on behalf of the customer and Expedia was advised that they denied to refund based on the hotel’s term and agreements. As Expedia paid the hotel for this reservation and as we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requested. We thank you for allowing us the opportunity to address the issues, 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

February 26, 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 and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com case ID # [redacted]) regarding activity reservations. On February 26, 2016, Expedia processed a refund in the amount of $504.62 back 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, Lisa S[redacted] Tier 3 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

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

March 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], (Revdex.com case number [redacted]) regarding a refund request.  We understand Customer is stating she found the property un-stocked with expected amenities and not safe for customer to stay in, with issues including no working locks on the doors. On March 3, 2016 we contacted the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate on December 7, 2015 the customer accessed Expedia.com and booked Itinerary # [redacted] for a stay at Hollywood Condos in Hollywood, Florida to arrive on December 8, 2015 and checking out December 12, 2015.  The customer reports that she did not stay and is asking for a full refund.
On March 3, 2016 we spoke with Fernando, the property manager at Hollywood Condos, who states they were replacing the locks when the customer arrived, but he has approved a refund in full for the itinerary. 
On March 3, 2016 Expedia has processed a refund in the amount of $999.00 back to Ms. [redacted]’s original form of payment.  The amount of time it takes for the credit to post to her account depends upon how quickly her bank or card company 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

November 29, 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 November 17, 2016. Mr. [redacted] booked a roundtrip flight from Minot, North Dakota to Houston, Texas departing November 22, 2016, and returning on November 25, 2016. Mr. [redacted] also purchased travel insurance.
We understand from Mr. [redacted]’s complaint that he needed to change his outbound flight to November 21, 2016, due to a car accident. According to his complaint, Mr. [redacted] he contacted Expedia to change his flight. He paid the $200.00 rebooking fee with the understanding that he would receive a $200.00 refund because of the insurance.
Mr. [redacted] says that he was later told that he would not receive a refund for the $200.00 rebooking fee. He is requesting that we now process the refund.
Upon our research of Mr. [redacted]’s complaint, we discovered that on November 27, 2016, a refund of $200.00 was processed to the original form of payment. Refunds like this usually take between 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

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]

Complaint: [redacted]I am rejecting this response because:
the answer provided by the business is not satisfying, I want to keep the complaint open until I receive an answer.
Sincerely,[redacted]

October 14, 2015 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-[redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer reply from [redacted]. Expedia, Inc. is responding to the consumer complaint Revdex.com case number [redacted] regarding a hotel reservation. We would like to thank them for the information received on October 13, 2015. The information included the itinerary number and email address associated with their hotel reservation. Our records indicate on July 3, 2015, the customer self-booked a hotel reservation using the Expedia.com website. Accommodations were at the [redacted] by Wyndham Union City/Atlanta Airport from September 25, 2015, to September 28, 2015. We understand from the complaint, the customer is requesting a refund. Expedia.com acts only as an as a third party intermediary for travel providers such as hotels Expedia does not charge any cancellation or change fees for our hotels, however the hotel does. The terms and conditions are agreed to by the customer at the time of booking and are listed on the customer’s itinerary. Cancellation or Change Policy • Cancellations or changes made after 3:00 PM (Eastern Daylight Time (US & Canada)) on September 25, 2015 are subject to a hotel fee equal to the first night's rate plus taxes and fees. • Cancellations or changes made after check-in on September 25, 2015 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. Upon receipt of the Revdex.com submission, we verified on September 26, 2015, the customer contacted Expedia stating upon arrival, the hotel did not have any rooms available. The assisting representative contacted the hotel directly on behalf of the customer and was advised the customer arrived on September 26, 2015, at 4:59am. The status was already a “no-show” status. The hotel refused a refund due to the terms and agreements agreed to by the customer. On October 3, 2015, an email was sent to the customer regarding the hotel response and their decision not to refund. As Expedia does not have the authority to override or to change the hotel’s policies we are unable to refund as requested. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

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]

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,

Complaint: [redacted]
I am rejecting this response because: My account is now closed; I accept that and thank you.  I still want the $100 refunded to my Discover card for the voucher I was never able to use as a result of this half year long MESS - this voucher was allegedly their apology then from their FIRST mistake,  not asking for the hundreds of dollars compensation for my lost work time ever since.  
Sincerely,
[redacted]

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

July 6, 2016
 
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 cruise cabin complaint.
 
Our records reflect on April 11, 2016 the customer contacted Expedia.com to book a cruise sailing June 11, 2016 with Norwegian Cruise lines, for a cruise within the Hawaiian Islands.  The customer booked a “Guaranteed Ocean View” category.  Any room booked under a “Guarantee” rate means the cruise line offers the customer a lower rate in exchange for the customer giving up their choice of a particular cabin and leaving it to the cruise line to choose and assign the cabin at their discretion, which generally happens fairly close to the sailing date. 
 
Our records show that once the cruise lines assigned the cabin number for Mr. [redacted], he called Expedia wanting to upgrade to rooms that did not have partial obstruction.  Partially obstructed rooms are still considered “Ocean View” by the cruise lines.  When Expedia contacted the cruise lines on behalf of the customer to inquire about moving them to a fully unobstructed view room, the cruise line stated the only rooms left with unobstructed views were the penthouse rooms, and the customer would have to pay an upgrade fee for that option.  The customer chose not to do so.  All other unobstructed rooms were sold out.
 
While Expedia regrets the customer was unhappy with their room view, the customer did give up their option to select a particular room by accepting the “Guaranteed” category discount.  Norwegian Cruise lines selected the room, as they do with this rate plan, and Expedia had no input into that process.
 
Expedia operates only as a third party booking intermediary for the cruise lines.  The cruise line is the merchant of record and the party that actually debits the customer’s account.  The customer does have the option to file a complaint directly with Norwegian Cruise Lines and they will consider his issue and determine whether they may be willing to offer any refund for his case.  Expedia cannot offer any compensation for 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,
 
 
Roseanne G[redacted]
Tier 3 Customer Service

March 15, 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 full refund.  On March 15, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available.
 
Our records reflect on January 19, 2016, the customer self-booked a one-way flight reservation, using Expedia.com.  Travel was on [redacted], departing February 11, 2016, from Raleigh, North Carolina to Phnom Penh, Cambodia.  The customer is stating that his flight was canceled, and was advised he would be refunded; however he has not received a refund.
 
Upon researching this matter, we can confirm on February 11, 2016, the customer contacted Expedia, advising the outbound flight was canceled.  Our agent contacted [redacted]; they advised there were no flight delays.  Emirate advised our agent to contact the operating airline carrier, which was JetBlue.  On that same day, our agent contacted JetBlue, they advised the outbound flight was canceled; however, the second flight segment was reflecting as checked in.  JetBlue advised they could not change the status only the validating carrier [redacted] could.  Our agent contacted [redacted] again; however, was not able to speak to anyone.  The agent advised the customer, we could not exchange the flight or process the refund without authorization from the airline.  The customer decided to buy a new ticket, with a different carrier.  No further action was taken.
 
On February 22, 2016, the customer contacted Expedia, advising their outbound flight was canceled, and was advised by an Expedia agent they would be refunded.  The agent advised the customer they would need to contact the airline; however, the agent was not able to speak to the airline.  No further action was taken.
 
On March 16, 2016, Expedia contacted [redacted] on behalf of the customer.  [redacted]’ advised the customer’s outbound flight was not delayed.  In addition, [redacted] asked if the customer can send documentation showing that his flight was canceled.  The customer can send that documentation into Expedia, via the Revdex.com complaint.  The customer would also need to submit a copy of the new ticket that he purchased.
 
On that same day, Expedia contacted JetBlue on behalf of the customer.  JetBlue advised they will need to verify if the outbound flight was canceled; if it was canceled, they would send that information to [redacted].  JetBlue could not advise Expedia of the timeframe of the status.  In reviewing Mr. [redacted]’s account, Expedia is not showing any delays or cancelations for his flights.  The ticket is showing as flown. 
 
Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors.  Each airline has its own specific set of policies and procedures as does each ticket purchased.  [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card). We hope the customer understands Expedia cannot honor the request for the refund.
 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
Delia K[redacted]
Tier 3 Customer Service

May 28, 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 flight refund request.   Our records show on April 3, 2015, Ms. [redacted] self-booked an Expedia.com package reservation via booking number [redacted] which included a flight, hotel and vacation waiver insurance with a total payment of $1,498.71. We understand from Ms. [redacted] complaint, the reservation needed to be canceled due to extenuating circumstances and refund was requested for the full amount paid for the reservation. The customer also stated a refund of $788.10 was already processed for the hotel but after several attempts and requests for the flight portionrefund, nothing has been resolved. Upon researching the customer’s complaint, we can confirm Ms. [redacted] contacted us on April 17, 2015 to make a change to the reservation and a refund of $92.22 was processed. On May 12, 2015, the customer contacted us to request a cancelation and a refund of $788.10 was processed. As a courtesy due to the time it has taken for this issue to be resolved, Expedia has processed a refund of $544.39 for the remaining amount the customer paid for the entire package reservation minus the vacation waiver back to the original form of payment. As a full refund was given to the customer and the issue has been resolved to Ms. [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, Angel A[redacted]Tier 3 Customer Service