Expedia Inc

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

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: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,
*** ***

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

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

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

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,*** ***

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

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

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

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,
*** ***

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

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

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

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

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

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, *** *** ***

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:
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,
*** ***