Expedia Inc

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

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

Complaint: ***I am rejecting this response because:The policies and guidelines mentioned through Expedia are disappointing to say the leastWhats even more disheartening is Expedia is unwilling to award a few points to keep a loyal customer happy.Furthermore, Expedia's customer service representatives, including *** ***, where very rude and unprofessionalI only heard back from Expedia when I contacted the Revdex.com.Thank you for making my decision to move to *** and *** an easy one!Sincerely,*** ***

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

December 21, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us
time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr*** *** (Revdex.com case number ***) regarding a flight reservationOur records indicate on July 16, 2016, the customer self-booked a non-refundable flight reservation using the Expedia.com websiteTravel was with *** Airlines, *** *** and *** ***We understand from the complaint, the customer is requesting a refund due to the customer entering a name incorrectly on their flight reservation while booking flights onlineDuring the booking process, once the customer selected their preferred flight, the following flight details page noted the following important information concerning the reservation: • Tickets are nonrefundable and nontransferable In addition, as the booking process progressed and the traveler information was being entered, the Expedia website advised the travel arranger: • Important: Travelers names must match your government-issued photo ID exactlyAs Expedia is an online travel website, we give the customer the capability to choose the dates, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchased*** *** was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaThe customer contacted Expedia regarding this issue and was advised of the airlines terms and conditions agreed to at the time of bookingSeveral times Expedia contacted *** *** directly on the customer’s behalf and were advised by the airline that they would not release a waiver code and the customer would need to rebook the flight with the correct name-ticket will be forfeitedSince Expedia is not the merchant of record, we must abide by the airlines rules and regulations agreed to at the time of booking, and as no error was caused by Expedia, no refunds or compensation will be offered regarding this matterWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S*** Corporate Customer Service

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by
our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a package reservation. We understand Mr*** is requesting a refund
Upon further research, we are unable to locate the email address the customer used to book the reservation and the itinerary numberWe respectfully request that Mr*** provide us with the requested informationThe requested information will enable us to appropriately address Mr*** concerns
If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Delia K***
Tier Customer Service

May 30, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns
which have been brought to our attention Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding their reservation
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service

Complaint: ***I am rejecting this response because:Sincerely,*** ***

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

Complaint: ***
I am rejecting this response because:The reason that we missed the flight was not only that I didn’t have ETA I think this incident was caused mostly by the clerks at Alaska Airline counter on that dayThe way they handled the problems, such as Canada Immigration was closed for maintenance was poorI should have been able to fly at lease to SeattleMy kids should have been able to travel as planed even without me. Here is the details that I couldn’t put in the text in my complaint because of the limit of the numbers of the letters.We were at the check in counter at 4:am. We were told that Canada immigration is in the process of maintenance and wouldn't open until 5:30. I asked him that if the plane would leave without us. He answered noAt 5:we had to remind him about us, because apparently he had forgottenHe then kept checking in other passengers for minutes afterwardsHe made us wait until 6:15 and then he said that I need an ETA and told me that I could apply online and it would take only a few minutes. I applied online as he told me to but didn't receive the approval until the afternoon. By the time my kids got the boarding pass it was too late. The plane was about to leave. The representative didn't even give an option for the kids to go without me. When asked why he didn't notify us about the ETA hours before, or even at 5:after maintenance had finished, he told me that the other representative that told us to wait should have told us thenHe told me to call reservations and rebook the flight. When I told him that I am not getting ETA, he gave me the number to call Canada Service. That number was for the airline employees and I couldn't talk to them without him. He was already gone. When I called the reservation office I was told that they can't help until I get ETA. She told me that I should talk to Expedia since I purchased the tickets from ExpediaThe representatives didn't even know what is going on with the Canada office. Alaska air should warned us about the Canada office maintenance Alaska Air should have let me known I need an ETA to go through Canada even in the airport before I booked the flight, Alaska air should provide the alternate flights without any extra cost. I needed to spend hours on the phone with Expedia to find another flight which cost more and we lost two days of the tripI needed to spend a night in Vancouver Airport with my two kids. It took us hours and minutes to get to Japan. It would have taken hours and minutes with the original flightWe were at Austin Airport ready to get on the airplane and Alaska Air made us watch our plane leave without us and didn't helps us at allI needed to spend a night in dark cold noisy Vancouver Airport with my two kidsI needed to be on hold with Expedia for a long time without knowing when I can go to Japan, worrying that we might not make it to the travel reservation we had in a few daysI have never experienced such a horrible thing in my entire lifeI was desperate and almost faint.Since Expedia is using Alaska Airlines and Alaska Airlines are saying that that was Expedia’s responsibility and I should file my complaint against Expedia, I reject Expedia’s response
Sincerely,
*** ***

April 28,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mrs***We regret to hear Mrs*** did not accept our responseBased on the information we received from the property, Mrs*** booked a Bedroom Condo with a Kitchen and included a Gulf View and balcony and that it the room type that she was issued by them
As you may know, Expedia.com acts only as a third party intermediary for hotels and has no control over the hotel, any of the employees or customersHowever, if one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounterMoving forward we encourage Mrs*** to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrivalThis enables us to attempt to find a resolution at that time, rather than after the fact
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Corporate Correspondence Team

Complaint: ***I am rejecting this response because:
I would like a refund of $as previously promised by Expedia
Sincerely,*** ***

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

November 11, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case O-***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a refund for a hotel reservation.Our records reflect that on June 15, the customer self-booked a hotel reservation for four travelers on our mobile siteThe customer purchased three night hotel reservation at New Rome House 2, checking in on July 29, 2017, and checking out on August 1, 2017.Per the customers complaint she is asking for a refund due to the air conditioner at the hotelExpedia 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 providersDue to the customer checking into the hotel we must contact the property to request a refund for the reservationWe do not charge a cancel or change feeWhen the hotel charges such fees in accordance with its own policies, the cost will be passed on to the customer.On August 11, Mr*** contacted our customer service to request a refund for the reservationOur agent was instructed to send the request via emailThe hotel responded advising that the air conditioner works fine and that the customers vent in the room was closedThey refused the request for the refundDue to this we are unable to refund the customers reservation.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,Hayden J***Corporate Customer Service

May 4, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer. We appreciate the Revdex.com allowing us to
address the comments and concerns which have been brought to our attention. Expedia, Incis disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Incis responding to the consumer complaint from *** ** (Revdex.com case number ***) regarding a vacation package. We understand Mr** is requesting reimbursement of the costs incurred for drinks and meals for four travelers during their stay. On April 28, 2015, we attempted to contact *** ** to acknowledge receipt of his Revdex.com complaint but were unable to reach him. Our records indicate on March 22, 2015, an agent assisted the customer in booking a vacation package for travel on April 6, through April 10, which included flights with ** *** and hotel reservations with the *** *** *** *** Cancun for four adults. The booking confirms two Resort View rooms were booked, as well as a shared roundtrip shuttle transportation from the airport to the hotel. Each room is described as having a Resort View, double-beds and non-smoking. Expedia.com 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. The hotel cancellation policy states:Cancellation or Change Policy The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedNo refunds will be issued for late cheor early check-outStay extensions require a new reservationIn the case of multiple rooms booked together, fees charged by the hotel apply to each room that is cancelled or changed We can confirm on April 6, 2015, the customer contacted us after arriving at the hotel to advise us the all-inclusive option was not added to the booking. We immediately contacted the hotel to discuss the available options, but were informed the all-inclusive option must be selected at the time of the booking in order to qualify. On April 13, 2015, we received a call from *** ** who advised us that there were additional costs incurred for meals and drinks per person that totaled $1,000.00. We apologized to *** ** but reconfirmed the All-Inclusive option had to be selected at the time of the booking. We offered *** ** a $Electronic Travel Coupon to use in a future booking but our offer was declined. On April 28, 2015, we contacted the *** *** *** *** Cancun to discuss this complaint further, and were able to confirm the hotel does require the All-Inclusive option to be selected at the time of the booking. When an Expedia booking is finalized, an emailed confirmation is sent to the customer for review of the itineraryThe itinerary information contains the details that were booked in the vacation package such as the spelling of the traveler’s names, the dates, the location and other important information. In review of the itinerary confirmation, *** **’s booking states guests must book the “Escape Inclusive” rate plan to receive the All-Inclusive benefits during their stay as described. As the reservation was utilized in full, we are unable to honor a request for a refund.When utilizing Expedia as your travel arranger, our goal is to provide an exceptional customer experienceWe regret if the customer’s experience was less than satisfactoryHis comments will be forwarded to the appropriate department to utilize for further training and improvements in our services. We have placed the original $Expedia Travel Coupon in *** **’s account to use on a future Expedia Special Rate reservation either as a stand-alone hotel or in a vacation package. The coupon is valid for one year from the issue date of this letter. For additional terms and conditions, the customer may log into his account to review or may contact our Customer Service Department for further assistance.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 Customer Service

June 25, 2015 Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Incregarding an issue from our customer. We appreciate the Revdex.com
allowing us to addressthe comments and concerns which have been brought to our attention. Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from you. Expedia, Incisresponding to the consumer complaint from *** * *** ** *** (Revdex.com casenumber ***) regarding am issue with a flight reservationWe understandthe customer is requesting a refund. On June 25, we attempted to contact thecustomer to acknowledge receipt of their Revdex.com complaint. Our records indicatethat on May 20, Ms*** ** *** accessed Expedia.com online, acting asher own travel agent, and booked a flight reservation From New York, New Yorkto Madrid, Spain via Istanbul, Turkey, on *** ***. Flight was to originate on August 15, 2015with a return flight to New York, New York on September 15, 2015. While the customer states she attempted tocancel the flights online and re-book, we are showing no cancellation in oursystem. The first itinerary is stillvalid. As the customer has not cancelledthe itinerary, she may do so now by calling an agent at 1-800-Expedia asflights must be cancelled with an agent. Cancellation is not self-service as the airlines must be contactedWhileshe will not be eligible for a refund, she can, within the airlines fare rules,opt to have a credit for future use with *** ***. The airlines will dictate what credit andterms will apply to the cancellation As the customer actedas her own travel agent, and the airlines is the Merchant of Record, (the partythat charges the customer’s credit card), we are unable to offer a refund forthis itinerary. If the customer hasfurther documentation that would allow us to further address or research thisissue she is welcome to provide that for re-consideration. We thank you forallowing us the opportunity to address the issues that were brought to ourattention. If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G***Tier CustomerService

May 4,2015 Revdex.comAlaska, Oregon &Western Washington Complaint Department Re:Expedia Case #: O-***DearRevdex.com,Thankyou for taking the time to contact Expedia, Incregarding an issue from ourcustomerWe appreciate the Revdex.com allowing us to address the
comments andconcerns which have been brought to our attentionExpedia, Incisdisheartened the customer felt their concerns were not resolved adequately byour company prior to seeking further actions from you.Ourrecords reflect that on March 24, 2015, Mrs*** booked an ExpediaVacation Package which included, roundtrip flights from StLouis, Missouri to Nassau,Bahamas and a six-night stay at the *** *** from May 24, 2015, throughMay 30, Weunderstand from Mrs*** complaint that she submitted a price matchrequest under our Best Price Guarantee promotion(Customers, who find acheaper flight, hotel, vacation package, rental car, cruise, or activity withinhours of booking, are eligible to receive a refund of the difference, plus a$travel coupon.) Mrs*** says she received a thank you for submissionalert but no confirmation emailWhenshe contacted our office, she was advised that there was an issue with theautomated response for Best Price Guarantee requestsMrs*** contacted Expediaand received instructions to resubmit her screenshots for price match considerationand she would be contacted the following dayMrs.*** request was denied because the screenshots that she submitted werenot identical to what she booked on ExpediaFor example: the room that Mrs.*** booked on our site is described as Double Room with Double BedsTheroom on the screenshot is listed as a Super Saver Room with Double Beds, and aLimited ViewThe cancellation policy must also be available for comparison but,are not included with the screenshots provided Wethank you for allowing us the opportunity to address the issues that werebrought to our attentionIf you have any further questions or concernsregarding this matter, please feel free to contact usSincerely,*** ***Tier Customer Service

January 17,
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms*** is requesting a refundOn January 9, 2017, we received receipt of the Revdex.com complaint
Our records reflect on October 11, 2016, the customer self-booked a flight reservation for *** *** and Jonathan CrowleyTravel is on *** Airlines, departing March 22, 2017, from Newark, New Jersey with a connection in Charlotte, North Carolina to Cancun, Mexico; returning on March 26, 2017, from Cancun, Mexico to Philadelphia, PennsylvaniaThe customer is stating they contacted Expedia to change the routingThe customer is stating Expedia advised there would be no fee to change the flight; however the customer was charged
Upon further researching this matter, we can confirm on December 6, 2016, the customer contacted Expedia to change the routing for the flightThe customer requested to keep the same dates; however to depart from Philadelphia, Pennsylvania to Cancun, Mexico; returning from Cancun, Mexico to Philadelphia, Pennsylvania
Expedia advised the customer that the new fare was lower than the original fare; Expedia could exchange the flight without the imposed airline change fee of $per personThe customer agreed and Expedia submitted the change
On January 8, 2016, the customer contacted Expedia advising that the previous agent advised they would not be charged the change fee for the exchange; however the customer advising that their credit card was charged $per personExpedia advised the customer to send a copy of their billing statement; which the customer did
Expedia advised the customer we could not confirm the charges and requested the customer to resend the information; however the customer declinedExpedia offered to contact the airline to confirm the charges; however the customer declined
On January 17, 2017, Expedia contacted *** Airlines on the customer’s behalf; they advised that the customer was not charged the imposed airline change fee
We have reviewed the customer’s account and Expedia did not charge the customer for the exchange fee
We hope the customer understands, Expedia nor the airline charged the customer for the change fee and cannot honor the request for the refund or the compensation
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service

August 7,
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms*** is complaining regarding seat assignmentsOn August 1, 2017, we received receipt of the Revdex.com complaint
Our records reflect on February 17, 2017, the customer self-booked a package reservationTravel was a combinable one-way flight reservation with Alaska Airlines, departing July 18, 2017, from Seattle, Washington to Newark, New Jersey; and returning on July 25, 2017, from Newark, New Jersey to Seattle, Washington with United AirlinesThe package includes a car rental with Enterprise, via itinerary number ***
Please note that a combinable one-way fare ticket is a roundtrip itinerary made up of two one-way flights, each with its own fare rules related to the ticket, including cancellation and refund policiesThis information, and the fare rules associated with the outbound and return flights, was displayed to the customer at the time of booking
The airline retains total control over the seat selection and/or seat assignments for all flight reservationsExpedia makes every effort to request seats and preferences to all of our customers as we do recognize the importance of receiving preferred airline seatingRegrettably, there are times that we are unable to assign seats due to restrictions placed on the reservation by the airlineIn these circumstances, seats will only be assigned upon check-inCustomers can contact the airline directly at any time and occasionally, the airline will assign seats in advance; however a majority of the time, the airline will advise customers that they need to wait until the day of departure
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 Alaska Airlines and United Airlines were the operating carriers and merchants of record (the entity that received the funds and the companies that charged the credit card) on this itineraryWe must adhere to the airline’s policies
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service