Expedia Inc

March 30,
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 March 5, 2017, Mr*** booked two flights scheduled to depart Washington D.Con October 17, We understand from Mr***’s complaint that after he booked his flights, he was informed that the airline did not accept the airfare and canceled the flightsHe stated that he contacted Expedia to assist in obtaining refundMr*** was less than satisfied with the level of customer service that he received; stating he had to make several calls and endure long wait timesMr*** was told that he would receive a refund but, it would take approximately eight weeks to post into his account
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 providersEthiopian Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryMr*** will also see the airlines name in the transaction information of his credit card statementWe hope you understand we must adhere to the policies dictated by the airlinesAs Ethiopian Airlines was the merchant of record, they are also the party to approve any appropriate refundsMost airlines request up to two billing cycles for a refund to post
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

April 26, 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 case number ***)regarding a car rental issue. Weunderstand the customer is stating in a conversation with ***, they wereinformed their car rental had not been booked by Expedia and it would not costmore to book the same dates and optionsOn April 26, we contacted thecustomer to acknowledge receipt of their Revdex.com complaint (also indicate if yourequested additional information). Our records indicatethe customer booked an online reservation through *** for an auto rentalbeginning on June 30, and ending July 8, at the *** ***, Seatac Washington location. ***confirmed the reservation with # ***. The customer contacted the *** location to inquire about his rentaland was told by *** that his reservation did not exist and had not beenconfirmed to Expedia. They have alsoinformed the customer that the location he chose is not open on the pickupdate. On April 26, wehave spoken with *** corporate and they have modified the reservation to thecustomer’s original specifications, moving the pickup location to *** SeatacAirport, which is open on the date he booked. We have informed *** that Expedia expects they will supply the car atthe originally booked price of $315.51. The case has been forwarded to *** Corporate for price override. They have assured us they will be contactingthe customer with pricing information. On April 26, wespoke with Mr*** and provided him with the new *** confirmationnumber *** and the new pick up location information. We will be continuing to follow up with himthrough email to ensure he does receive the same pricing he originallybooked. Should *** fail to honor theirpricing, Expedia will refund the customer the any additional cost for thereservation 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, *** ***Tier CustomerService

November 15,
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 car rental reservation. We understand Mr*** is requesting a refundOn November 13, 2016, we received receipt of the Revdex.com complaint
Our records reflect on October 25, 2016, the customer self-booked a car rental reservation with *** *** * *** in Fort Lauderdale, Florida pidate October 26, 2016, drop-off date November 2, Itinerary Number: ***The customer is stating once they arrived at the rental location; the customer had to pay an additional charge for the rental car
Upon further researching this matter, we have no record the customer contacted Expedia regarding the issue with the car rental
On November 15, 2016, Expedia contacted the vendor on the customer’s behalf; they advised the customer booked the Nissan Sentra or similarThe vendor did not have a Nissan Sentra or a similar carThe vendor provided the customer with two optionsThe first option they would upgrade the customer at no additional charge or the customer can select a premium upgrade with additional charges
The customer agreed to the second option and requested the premium upgradeThe customer received a BMW and agreed to the additional charges for the rentalThe customer did use the rental for the dates
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
We hope the customer understands Expedia cannot honor the request for the refundExpedia considers this matter as closed and will no longer address this matter any further
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Tier Customer Service

April 29,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: 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 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 you
Expedia is responding to the consumer complaint for Mrs*** *** (Revdex.com case number ***) regarding a hotel reservation
Our records indicate that on January 24, 2015, the customer booked a “Hotel Collect” (charged directly by the hotel) hotel reservation with Expedia for an estimated total of $3575.00; itinerary ***The reservation was with *** Cancun Hotel & Villas All Inclusive, Cancun, Mexico, for a check in on March 30, 2015, and a check out on April 3, The customer states that at the time of booking she was advised that half of the price, a charge of $is to be collected at the time of booking and the other half at the time of check inHowever, when she received the confirmation e-mail for the booking, half of the charge was quoted as $and no payments were collectedMrs*** is requesting a refund for the difference of price between $and $is provided by Expedia and in addition, for Expedia to clarify the payment timing and methods on our website to avoid similar issues in the future
As it has now been three months since the booking was created, we were unable to verify the information provided to the customer by the assisting representative during the booking processHowever, we have verified a confirmation e-mail was sent to the customer at the time of booking providing the estimated total of $for the reservation, advising the charges will be collected directly by the hotel and that 50% of the total payment is to be processed at the time of bookingHowever, Expedia was not contacted by the customer regarding any issues with pricing/charges not appearing in her account until her arrival at the hotel on March 30,
On April 27, 2015, Expedia sent an e-mail directly to Mrs*** requesting a receipt and credit card statement are provided, showing the breakdown of the charges collected by the hotel, in order to enable us to further research the issueWe have not yet received a response
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*** Cancun Hotel & Villas was the merchant of record (the entity that received the funds and the company that charged the credit card); as no billing was to be processed by Expedia for this booking, we were not aware of the deposit the hotel mentions in their payment timing not being collectedWe hope you understand we must adhere to the policies dictated by the hotel
We regret Mrs*** experience was not as we would have hoped, and any subsequent inconvenience causedExpedia welcomes customer feedback in our ongoing effort to improve upon the customer experienceHer comments will be forwarded to the appropriate department to utilize for further training and improvements in our services
While we regret any inconvenience this matter has caused, we do not see an error on Expedia’s behalfAs a result, we are unable to provide a refund or compensation regarding this matter
We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier Customer Service

Revdex.com:
Please cancel Complaint ID: *** as the merchant finally was able to correct the issue after a week of fighting for it.Thanks!

Complaint Department
Re: Expedia for TD Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** ***. We regret to hear Ms*** did not accept our response and/or resolution offered
As previously advised, on October 7, The customer self-booked the package reservation using Expedia for TD and not Expedia.com
The customer’s itinerary does clearly reflect the arrival/departure times and dates for the flight
Our site did advise the customer that Bahia Principe Tulum-All Inclusive offers day and night shuttles for the guests throughout the resort and to its sister hotels, Gran Bahia Principe Coba and Gran Bahia Principe AkumalOur site did not advise the customer shuttle service is offered from the airport to the hotel nor did the customer itinerary
The customer original itinerary number *** does not reflect the customer purchased a shuttle service
Expedia for TD request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further
We thank you for allowing us to address this matter further
Sincerely,
Delia K***
Tier Customer Service

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 but still I am waiting for the refund as I didn't see that refund has been processed (it has been already a week). I think Expedia hasn't issued the refund yet,can you kindly look in to this matter?Sincerely, *** *** ***

March 30,
Revdex.com
E.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
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 their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia, Incis responding to the consumer complaint from Mr*** *** (Revdex.com case number ***) regarding airline schedule changes and refund timelines
Our records reflect ln January 21, the customer accessed Expedia.com and self-booked a flight to depart June 14, 2017. Due to multiple changes by the airline, Mr*** determined that he would exercise his option to cancel the flight for a full refund.
From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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 providersExpedia has no control over when, or how often, airline initiated schedule changes occurWe cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies
Only the airlines can make changes to flightsThese changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell Expedia why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues
Airlines will permit full refunds when schedule changes are considered major, as they were in this caseFor flights, the airline is the merchant of record and the entity that actually debits the customer’s account. Expedia does not collect or hold the customer’s money for flight itineraries. Therefore, refunds and the timing associated with the money being available in the customer’s account, is in the hands of the airlinesRegrettably, Expedia has no control of the airlines refund policies.
Expedia regrets the inconvenience and additional cost the customer has encountered due to the airline schedule changes, however Expedia’s Terms of Use, which were agreed to by Mr*** at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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***
Tier Corporate Customer Service

Complaint: ***I am rejecting this response because:
Expedia wants to get the receiptsAlso I would like to clarify that the response to my complaint doesn’t reflect that Expedia reviewed my complaint, In spite of that they asked for extra time and also spoke to me over the phone to gather more information
1- The hotel I booked in April 13, is Baymont Inn hotel not Super
2- The statement “Mr*** states that he contacted Expedia and was our systems were down so he booked his own reservation” is inaccurateMy statement as copied from previous complaint is “I called back asking them to relocating me within my preference for the hotel " walking distance from the exam center" they failed to relocate me as it was the same issue with third party reservationsI talk to the representative and told them that I will try to book for myself, hopefully I can do”
Attached please find all Receipts and Hotel reservation and cancellationI have more Docs for all Expedia communication but there is only docs allowedSincerely,*** ***

Complaint: ***I am rejecting this response because: I am not happy with $"goodwill" credit as Expedia will say because they claim not to be at faultThey actually are! While I spent numerous hours on trying to come to a decision regarding our trip, as I mentioned in my previous complaint of Expedia's horrific customer serviceI spoke to Expedia several times and several times was hung up onNow luckily, one of the times I was hung up on the actual representative called me back, however other times, I not only had to call back but I had to explain the entire issue all over again, I spent at least over hours in over a course of days getting this resolvedThere was also an issue with one of the travelers ticket was not valid and they had me on the phone for over an hour with their tier trying to re-issue that ticketWhile I appreciate the $"goodwill" credit as you will call it, I think more is entitled considering there are travelers all together and over $8,has been spentA $credit is actually pretty insulting considering the terrible customer service Expedia has provided us and a first call resolution was not providedIt was more like after at least 7-calls Thank you. Sincerely,*** ***

September 27,
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 September 20, 2016, we received receipt of the Revdex.com complaint
Our records reflect on March 2, 2016, the customer self-booked a flight reservationTravel was on Turkish Airlines, departing September 4, 2016, from Minneapolis, Minnesota to Bologna, Italy; returning on September 24, 2016, from Bologna, Italy to Minneapolis, Minnesota with Air CanadaItinerary Number: ***The customer is stating due to an airline schedule change, the customer could not confirm the flight
From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers
Turkish Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies
Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues
Upon further researching this matter, we can confirm on September 15, 2016, the customer contacted Expedia regarding the airline schedule changeExpedia contacted the airline; however they were not available
In reviewing the customer’s account on September 20, 2016, Air Canada confirmed the return flight was reissuedExpedia contacted the customer advising the new ticket number and airline confirmation for the return flight
On September 26, 2016, Expedia contacted both airlinesTurkish Airlines advised the outbound flight was usedAir Canada advised the customer exchanged the return flight directly with them
We hope the customer understands, since the flight was exchanged directly with the airlineExpedia cannot honor the request for the refund
Expedia considers this matter as closed and will no longer address this matter any further
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Tier Customer Service

September 24,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr*** ***We regret to hear Mr*** did not accept our response and/or resolution offered
As noted in our previous response, Expedia calculated the point balance based on all qualifying reservations in Mr***’s account and verified that he was rewarded appropriatelyIn addition, bonus points were added to the customer’s Expedia account by our representativeIf Mr*** feels that our calculation is not correct, he is welcome to review each qualifying reservation we have listed for the years of and and reach out to us if he locates a discrepancy
Expedia Rewards points are calculated and administered automatically and depending on the type of reservation, posting/reconciliation may take between 30-days after travel completion
While we regret Mr***’s experience was not as we would have hoped, and any subsequent inconvenience caused, his account status is correct and his point balance was adjusted to exceed the earned points as of September 14, 2015, with approximately pointsAs a result, we are unable to provide additional compensation in regards to this matter
We 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 us
Sincerely,
Lidiya N***
Tier Customer Service

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 20, 2016, Ms*** booked an Expedia Vacation Package which included roundtrip flights from Detroit, Michigan to Cancun, Quintana and a six-night stay at the Sandos Cancun Luxury Resort from December 25, 2016, through December 31,
Ms*** booked her package with the understanding that it was refundableShe states that she contacted Expedia to inquire about a cancellation and was informed that there would be a cancellation penalty of $per passengerShe did not feel this was fare based on what she viewed during booking
After review, we notice that the package is refundable but, all components must be canceled rather than a partial cancellationWe also confirmed that there is a cancellation fee of $per passenger which would total $
We have further researched Ms***’s complaint and after giving the matter our full consideration we have agreed to process the requested cancellation with no penaltyAs such, a refund of $was issued to Ms***’s original form of paymentRefunds like this usually take 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

September 18,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
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 March 15, 2015, Ms*** booked flights online for travel December 18, through December 27, Regrettably, the flights were affected by an airline schedule change and according to Ms***; there were no alternate flights that suited herMs*** so she opted to cancel and re-bookWhen she requested to re-book, she was informed of the $per passenger re-booking feeAccording to Ms***, she had not been made aware of the fees when she initially spoke to us about the cancellationShe stated she may have made a different decision had been awareShe would like to re-book without the fees
Upon review of Ms***’s account, we discovered that the tickets in question have since been refundedWe regret any inconvenience related to this booking
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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is partially satisfactory to meThey stated, "On June 6, 2015, Mr*** contacted Expedia and cancelled the reservationWe understand he is requesting a full refund of this itinerary as he states the assisting representative misinformed him of the airline’s cancellation policy at the time of cancellation, which caused him to lose the tickets’ value." I did not call to cancel my reservation nor intended to cancel my reservation The CSR accidentally cancelled it and could not reverse it after I requested he see if I could get an alternate return flight I don't think it is fair to pay any fees what-so-ever, but appreciate their speedy refund of over 90% of what I paid If possible, can you have them consider the remaining balance of $140? If you cannot, I'll except what is offered in lieu of all the time this has taken me, but please assure Expedia we will never use their services again.Sincerely, *** ***

July 29,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
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 July 13, 2015, Ms***-*** booked two one-way flights for travel to and from Los Angeles, California from Boston, MassachusettsWe understand from Ms***-*** complaint that she canceled her flights on the day they were bookedMs***-*** States that when she called Expedia to confirm that there would be no charges, she was informed that it would be up to the airlineMs***-*** fears that she will not be refunded for the canceled flights
The services provided by Expedia to Ms***-*** are that of a third party booking agent, the airlines; in this case *** *** and *** *** are the merchants of record (i.ethe companies who charged the customer’s credit card) and as such accepted the funds for Ms***-*** purchaseShe will also see the airlines name in the transaction information of her credit card statementAs *** *** and *** *** were the merchants of record, they are also the party to issue refunds for the canceled flights
We can confirm that the flights were canceled and voided within 24-hour of bookingAs such, we expect that Ms***-*** will receive her refund within two billing cycles from each airline
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

September 21,
Revdex.com
E.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 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 their 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 refund request for a cancelled flight
Our records reflect on September 20, this matter was resolved when our Tier customer service department sought and received approval to provide Mr*** a refund. The customer service department will be reaching out to him by phone to provide the details of the refund and the expected timeline for the credit to be available to him
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***
Tier Customer Service

May 31,
Revdex.com
E.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 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 their 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 refund request for a cancelled itinerary. We understand Ms*** purchased an Expedia Vacation Waiver Insurance policy with a recent itinerary and after cancelling, has had difficulty receiving refunds due her
Our records indicate on April 1, the customer contacted an Expedia.com agent for assistance in completing an itinerary she was in the process of booking. She was concerned about the non-refundable status of the items she was booking and our agent advised that a vacation waiver could be purchased which allows a one-time cancellation for any reason with a 100% refund of hotel fees and a refund of airline change fees after use of airline credit on a cancelled flight. The customer decided to purchase the insurance waiver
Itinerary # *** was booked for a round trip flight on Swiss Airlines from New York, New York to Budapest, Hungary departing on May 18, and returning May 26, 2016. A reservation for a stay with corresponding dates was booked at the Leonardo Hotel Budapest.
The itinerary was cancelled and Expedia regrets that the customer was given incorrect information on how her waiver refund and credit was to be processed.
The one time cancel Expedia Waiver policy provides for a $100% refund of any hotel fees, which in this case is $450.66, and the customer would receive an airline credit for any flight amount. When the customer uses their airline credit to re-book, any flight change penalty charged by the airlines when the new flight is ticketed is then refunded to the customer by Expedia.
Expedia.com 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 airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. Swiss Airlines was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card)The change fees and increases in airfare are set and collected by the airline. We hope you understand we must abide by the terms and conditions set forth by travel providers such as Swiss Airlines
On May 31, Expedia.com processed a refund in the amount of $back to the customer’s original form of payment for the hotel portion of the itinerary. The $paid for the Vacation Waiver Insurance will not be refunded. Regarding the flight portion of the cancelled itinerary; the customer would need to contact Expedia Customer Service Department at 1-800-EXPEDIA (1-800-397-3342) and advise the agent that they are rebooking and need to use the airline credit from Itinerary #***. They will also need to advise the booking agent that the itinerary had an Expedia Vacation Waiver policy and any exchange fee should be scheduled for refund. The booking agent will process the refund request once the airlines change fee has been verified and the new ticket is selected and booked. Expedia does not pay any increased in ticket price for the new ticket. The flight must originate on Swiss Air, as they hold the ticket credit. Our agents are available hours a day, seven days a week to assist with rebooking the flight.
It is never Expedia’s intention to inconvenience our customers and we do regret that the customer was not given the correct information when she cancelled the itinerary. Ms*** was directed to contact ANON Insurance and make a claim. ANON is an independent vendor and does provide many of the travel insurance policies offered through Expedia, however our Expedia Vacation Waiver is an Expedia product and Expedia will be providing any refund due the customer under this policy.
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***
Tier Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and will await a response. I want to make clear that I will not accept anything other than a refund. Hurricane Irma made it impossible to get to Peru and then given the WRITTEN response from LATAM that this was for peruvian residents only is astounding. Expedia knowingly sold this ticket and in over hours of phone calls, Expedia did not act as a representative for me, but rather for LATAM.
Sincerely,
*** ***

July 2,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
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 June 9, 2015, Mr*** booked a one-night stay at the *** *** *** *** *** from June 14, 2015, through June 15,
We understand from Mr*** complaint that no reservation was found for him when he arrived for his stayMr*** is requesting a refund for the booking as well as the $Expedia coupon that he applied towards the price of his reservation
Since receiving this complaint, we have confirmed that the *** *** did not have a reservation on file for Mr. ***We are unaware as to why as we sent notification after the booking was finalizedAs such, we have issued refund for $to the original form of paymentRefunds like this generally take 3-business days to post depending on how quickly the credit card company processes refundsWe have also replaced the $travel coupon that was used during booking
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