Expedia Inc

Good afternoon, I started my trip from Victoria to LA on Thursday March 09.2017Besides the flight cancelation and rescheduling (great service though) it was the worst trip I have done I booked the Best Western Hotel in Inglewood weeks before my departure as I wanted a Hotel close to the Airport(My fault for not checking in on the neighbourhood beforehand) In Seattle the Boarder Officer warned me to stay in Inglewood as a white and blonde girl and told me to change my hotelI called expedia and asked to get out of the neighbourhood I made it very clear to the person I talked to that I wanted to get out of InglewoodWhen I arrived in LA (hours late) I checked my email confirmation and noticed that it is still the same hotel address as before(Best Western)I was very tied at this time and thought that I just stay one night at the Best Western and take a taxi the next morning(I planed to catch the bus to safe money but as I was still in Inglewood I did not feel save) I paid $from the Airport to the Best Western (again address on my changed hotel) The guy at the reception told me that I am not booked at this hotelHe saw the confirmation on my phone that it was his address but a different booking numberOnce he looked it up he told me I need to get to the American InIt was almost 11pm at this time (I left my house at 8:am) AGAIN I had to pay for a taxi almost $and he dropped me off at the American In in INGLEWOOD!!!! (again, I made it cleat to the agent that I wanted to get out of Inglewood!)Oh my gosh what a place!!!!Not only the hotel was/is in incredible bad condition but the location and the people that are staying there are just as badguys walked up to me asking for money and tried to get into my placeI called my husband to help me to get out of this place safeI was very scared plus my room was disgusting, had a punch hole in the wall and drywall patches in the ceiling and a whole what looked like a gun shot in the doorHe called expedia again from Canada and complained that they put me back into Inglewood at a even worse hotel and that they should do everything to get me out of there!We could not believe that Expedia has this hotel as an option!The taxi driver did not show up for an hour and minutes and I had to call him timesWhen he finally arrived he mentioned that they usually do no pick ups in this area! And gain I had to pay for another transport!He then dropped me off at the new booked hotel(Extended Stay America) When I arrived it was 12:am and all I wanted was a clean bed to sleepThe hotel looked good and the lady at the front desk was very nice BUT she told me the hotel was all booked and that I would not be able to get a roomShe mentioned that this situation has habbend many time before and that it is Expedias fault to book a client in a already fully booked hotelAt this time I was so exhausted from my trip and started to get very frustrated, sad and mad. I was at the front desk when Expedia calledThe lady mentioned on the phone that someone just checked out and she could go and clean the roomAt this point I was ok to wait to just fall into a safe bed. The person on the other line from Expedia told her not to do that. My husband got very mad and frustrated because I was booked twice in Inglewood, had to pay for taxi, then booked into a hotel that was full, it was way past midnight and there was nothing he could do to help or protect me. He then called other hotels himself in the area and found only one room that was availableThe Lady at the front dest from the Extended Stay America was so kind to drive me over to the Torrance Marriott where I finally got a bed at 2:am.I am sure that you do understand that we expect Expedia to pay for my night at the Torrance Marriott Hotel and parts of my extra taxi costs. This was such a nightmare and we are extremely disappointed with your service! It is unbelievable what you put me through that night!!! All booking was done through the following email address: ***@me.com

Thank you
This refund was handled by a corporate member after the complaint was openedOn the other hand your customer service team is atrocious, and they have no idea how to treat customersThey've put me on hold each call for close hours, I would have missed the flight if I would have waited for themSickening to deal with themBut I'm glad that your corporate team helps when customer service failsBut no jokes you need to make serious improvements to the customer service departmentThis is friendly advice not a complaint.
Thanks
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, *** ***

January 24, Revdex.com Alaska, Oregon & Western Wa**ington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from Ms***We regret to hear Ms*** did not accept our response and/or resolution offered.We understand per the customers complaint **e never booked this reservationWhen reviewing the reservation we are able to verify that this is simply a site errorThe customer was never charged for this reservation and no one accessed the customer’s account without her authorization. Upon further review we can verify that this is linked to a flight reservation that was booked in November of That reservation was used and paid forAs previously advised, at this time we are unable to authorize any compensation as the customer was never charged We apologize about the inconvenience and can verify that this reservation that is **owing in the customer’s account was never purchasedPer the customer’s request we have closed the customer’s accountAny itineraries without reservations or ticket purchases with this account will be deleted.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,Hayden J***Corporate Customer Service

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, 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 is responding to the consumer complaint from Mr*** *** (Revdex.com case number ***) regarding the utilization of his flight credit
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website
Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Hayden J***
Tier Customer Service

June 23,
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 pending authorization. We understand Ms*** is requesting a refundOn June 22, 2017, we received receipt of the Revdex.com complaint
Our records reflect on April 21, 2017, the customer contacted Expedia regarding several pending authorizations on the customer’s billing statementThe customer advised that she was seeing charges for $and for $The customer advised that she contacted Expedia previously and that Expedia advised the customer that there was no reservations confirmed and that the pending authorizations would fall off within business days
Expedia advised the customer that she did not have any confirmed reservations and that the authorizations would fall off within the timeframeExpedia offered the customer a $coupon for a further hotel booking and offered to book the reservationThe customer agreed
Expedia assisted the customer book a combinable one-way flight reservation for *** *** *** The travel was with *** Airlines, departing May 5, 2017, from Baltimore, Maryland to Los Angeles, California; and returning on May 8, 2017, from Los Angeles, California to Baltimore, Maryland with *** AirlinesThe reservation included the Cancellation Plan, via itinerary number ***Expedia offered to refund the difference for the reservation in the amount $125.00, the customer agreed
In reviewing the account, Expedia can confirm there were several authorizations that were reversed back to the original form of payment; which was a Visa ending in The reversals were issued on April 24, 2017, June 16, and June 20,
Expedia request that the customer contact their credit card company or bank to confirm the information
Expedia serves as a third-party intermediary for travel providers such as hotels, care rental agencies, and airlines, and are subject to the rules and restrictions of those providers. When a customer makes a purchase, Expedia applies a credit authorization toward the credit card to determine if the card is validThis is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from Expedia
Expedia found no charges or a confirmed reservation with *** Airlines, per the customer’s complaint letterThe customer can contact the airline to confirm the reservation and how the reservation was booked
Based on the above, Expedia is unable to honor the request for the refund
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service

April 15,
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
We understand from Ms*** complaint that she paid $for a three night reservation at the *** *** ** *** which she later canceledAccording to Ms*** she received a partial refund of $She is now requesting that we refund the balance of $
After review we have confirmed that on March 6, 2016, we processed a refund of $to the original form of paymentWe apologize for any inconvenience that Ms*** may have encountered
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

March 24,
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 a flight change request
Our records reflect on January 22,the customer accessed Expedia.com and self-booked non-refundable flights for two passengers departing on June 23, from Miami, Florida to London, England with a connection in Boston, returning on July 4, 2017. The customer is requesting that his flights be changed to non-stop flights.
Expedia acts only as a third party-booking intermediary for travel providers such as the airlines. The airline is the merchant of record, and the party that charges and collects the flight fees from the customer’s credit card. Expedia continues to manage the customer’s flight information, and initiate any changes requested; however Expedia must abide by all terms of use and fare rules set by the airline for the flight purchased by the customer.
In the case of Mr***’s flights, the fare rules he accepted at the time of purchase state that the tickets are non-refundable and any changes will incur a $change fee per ticket and must fit the parameters set by the validating carrier, which is British Airways. British Airways fare rules state:
*WHEN THE NEW ITINERARY RESULTS IN A LOWER FARE THE CHANGE FEE APPLIES AND NO
CREDIT OF THE RESIDUAL AMOUNT WILL BE MADE
Should the customer still wish to make changes to his flights or discuss the Minimum connection times set by the airlines he will need to contact our Customer Service Department at 1-800-EXPEDIA (1-800-397-3342)Our agents are available hours a day, seven days a week.
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:
The Business used a misleading phrase, I'm quoting from their response in between the brackets (We understand Dr*** is concerned about pending transactions on his credit card for a recent purchased made using Expedia.com.) I'm not disputing a "Purchased" itemRegarding the package I returned I totally understand the time frame it takes to see the refundWhat I'm complaining about are two things:1- The hold that was put on my credit limit for just looking up the package (i didn't purchase yet) and in my way out to complete the purchase process after putting my credit card info"Expedia" website popped up a message of a price change (though they say they do a price guarantee on the reservation website "adv.") informing me to redo the whole reservation allover again, not for once but twice this happenedAnd after eventually managing to get the reservation done I get surprised that the uncompleted (due to Expedia technical defect) two attempts charges are pending on my credit card account holding up more than $of my credit limit leaving me paralyzed with a zero available credit card for more than days not able even to fuel my car.2- Upon trying to address it with their costumer support phone # I called three times every time for almost hours (totally incompetent process) and on the last time I spoke with (Christy) a supervisor who said that someone from the credit card and billing deptwill reach out to me the next day to try to resolve the issue because they are currently closed, and after getting the issue resolved they will discuss with me a make up for their inconvenience And as expected no one so far called me either for this or that.
Sincerely,
Dr*** ***

February 1,
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
Based on the information provided in Ms***’s complaint, we have been unable to locate her bookingAt this time, we are requesting Ms*** please provide an itinerary number and the email address associated with her bookingThis information will enable us to appropriately address the situation, and upon receipt Expedia will be able to assist further
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

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
Our records reflect on June 12, Ms*** contacted Expedia.com and booked a reservation for a room at the Radisson Resort Orlando-Celebration in Kissimmee, Florida to check in on July 1, and checking out July 4, 2016. The reservation was booked for a Deluxe room, double beds which accommodates guests with a, Resort view. The itinerary was emailed the the customer immediately upon completion of the booking on June 12, 2016. It was fully refundable until June 30, and was a hotel collect itinerary, payable to the hotel upon check in.
The customer is stating the agent misunderstood her wishes for a room with a kitchen and sofa bed and she is asking that we refund her fees for an additional room.
It is never Expedia’s intention to inconvenience our guests; however the customer had time to review her itinerary which provided the following room description:
Room #1: Deluxe Room, Double Beds, Resort View 340-sq-foot (32-sq-meter) room with courtyard views
Entertainment - Free WiFi and wired Internet access, 37-inch flat-screen TV
Food & Drink - Refrigerator, coffee/tea maker, room service, and free bottled water
Sleep - Premium bedding and blackout drapes/curtains
Bathroom - Private bathroom, deep soaking bathtub
Practical - Free local calls, safe, and free weekday newspaper; rollaway/extra beds and free cribs/infant beds available on request
Comfort - Air conditioning and daily housekeeping
We do not show any contact from the customer pre-travel or upon arrival at the hotel. If one of our customers has a question about their upcoming travel, or an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage them to contact us if they find their itinerary does not show the accommodations to be to their wishes or from the hotel if the accommodations are not satisfactory upon arrivalThis enables us to attempt to find a resolution at that time
As Expedia was not contacted either before or during travel, we were unable to assist with alternate accommodations. The hotel has informed us they collected fees for an additional room that the guest requested, although the original room was able to accommodate four people, and they will not provide any refundExpedia provided the customer with a copy of their reservation details on June 12, by email and as they did not contact us pre-travel with any request for changes, regrettably we also can provide no 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,
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
The message sent by Stefan S*** had resolved the issue without problem, If the customer service had at first responded kind and understanding, I would have not bothered with going furtherI am happy that the difference between stated Charge and actual was resolved and hope it would not occur further in the future with many other customersI am grateful for the swift and honest reply and reiterate that it was largly a customer relations and cost issue Thank you for the help with the retification and I wish you all a wonderful day
Sincerely,
*** ***

April 15,
Revdex.com
Mid-Western and Central Ohio
Complaint Department
Re: Expedia.ca Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.ca 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.ca is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
As we have received Ms***’s complaint via multiple high visibility channels, such as Public Relations and Social Media and now the Revdex.com; we have confirmed that this complaint has been reviewed by the highest level of escalation within Expedia.ca
Our records show that this matter was resolved on April 12, via case reference number ***At that time an Expedia.ca representative processed a refund in the amount of $1,
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

March 18,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
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 December 27, 2015, Ms*** booked a three-night stay at the *** *** from March 1, 2016, through March 4, We understand from Ms*** complaint shortly after booking her reservation, she submitted a price match request under our Best Price Guarantee promotionFor the Expedia Best Price Guarantee (BPG), we will match the lower rate that customers find for the exact same trip that they booked with us and refund the difference
According to Ms***, she submitted a price match request many times and each time she was advised that we would reply within 24-hours, but she never got a replyShe is now requesting that we honor the request and issue a refund of $
We have researched Ms*** request and have confirmed that on March 8, 2016, we reviewed the BPG requestMs*** booked a reservation for $and the price of the claim that she submitted was $405.00, as such, we issued a refund of the difference $to the original form of paymentWe also issued an Expedia Travel Coupon valued at $which is valid up to one year from the date of issue
We regret to hear of the inconveniences experienced when attempting to contact us with regards to the price match request that Ms*** submitted and apologize for the delay in responding to her request
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

June 24, 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 youExpedia is responding to the consumer complaint from Mr*** *** (Revdex.com ID number ***) regarding a hotel reservationOur records indicate on June 1, 2015, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the *** *** located in Mesa, Arizona from June 1, 2015, to June 6, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we verified on June 3, 2015, the customer contacted Expedia requesting a refund for an early check-outExpedia.com serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partnersAt the time of booking, the customer agreed to the hotels’ terms and conditions which can also be found on the customer’s itinerary include: Cancellation or Change Policy Cancellations or changes made after 2:PM (Mountain Daylight Time (US & Canada)) on May 31, are subject to a hotel fee equal to the first night's rate plus taxes and feesCancellations or changes made after cheon June 1, are subject to a hotel fee equal to 100% of the total amount paid for the reservationExpedia contacted the hotel directly on behalf of the customer twice and in both instances they did not authorize a refundExpedia is unable to issue a refund as requestedWe 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, *** *** Tier Customer Service

Complaint: ***I am rejecting this response because Expedia did not address the nature of my complaint, which was that after multiple calls, inept and rude customer service, exceedingly long wait times, and over two hours on the phone, they were unable to change my son't flight bookingThis level of customer service is appallingThe only reason my son was able to change is flight was because eventually we gave up on Expedia and dialed South African Airlink directly, and were able to change the flight with themI expect an apology, compensation for the hours of time spent wasted waiting for ignorant and rude customer service agents to assist me in changing my ticket, and contradictory information (the website noted, picture attached, that SAA didn't charge for a flight change; the first customer service agent told me the charge was $50, and the supervisor told me the charge was $250!) Ultimately I paid $to SAA directly to change the flightI will never be booking with Expedia again, and I will be letting my friends and colleagues know of the appalling customer service at ExpediaThis is not a company that should be in business.Sincerely,*** ***

June 6,
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
The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Ms*** complaintAt this time we are requesting Ms*** please provide an itinerary number for his booking and the email address associated with his Expedia accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further
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

August 2,
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 auto insurance
Our records reflect on July 10, the customer accessed Expedia.com and booked itinerary # *** for a car rental and insurance. The rental was cancelled due to the rental company overbooking. The customer is asking for a refund of the rental insurance.
On August 2, Expedia has processed a refund in the amount of $back to Ms*** original form of payment. The amount of time it takes for the credit to be available in her account depends upon how quickly her bank processes refunds
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***

July 23,
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
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 a flight reservation. We understand Mr*** is requesting Expedia refund him for his cancelled flight
Our records indicate on April 16, 2015, Mr*** purchased a roundtrip flight with *** *** from Baltimore, Maryland, to London, United Kingdom, departing June 11, 2015, and returning June 15, 2015, via itinerary number ***
We understand from the customer’s complaint he was denied boarding due to his return flight being cancelledAccording to Mr***, he was informed by the airline that Expedia cancelled his flight reservationMr*** is requesting Expedia refund him in the amount of $for the additional costs he incurred on returning back to Baltimore, Maryland
After further researching this matter we have confirmed the reservation in question was booked with a Low Cost Carrier AirlineRegrettably, Expedia is unable to make any changes or cancel a reservation that is booked using a Low Cost Carrier airlineIn order for a reservation to be changed or cancelled, the customer must contact the airline directly in order to receive assistance, as Expedia does not have access to these reservations
We would like to inform Mr***, we have contacted *** *** regarding the cancellation that took place on his reservationAccording to WOW, they are researching this matter and will provide an appropriate response as soon as possibleRegrettably, the airline has advised they are facing an exceptionally high amount of enquiriesConsequently, handling this case may take more time than usualExpedia.com would like to assure Mr*** the request is being closely monitored and as new information arises, we will update the Revdex.com accordingly
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Lauren B***
Tier Customer Service

January 4,
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 *** * *** on behalf of his sister, *** *** (Revdex.com case number ***) regarding a refund request. We understand the customer is requesting Expedia reimburse them for an issue they had during an international flight due to not having proper documentationOn January 4, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate on January 25, Ms*** accessed Expedia.com online and self-booked an itinerary for round trip flights on Alitalia airlines for herself and her son, from Cairo to Los Angeles, California leaving on July 1, and returning on August 15, 2015. The customer encountered issues with her documentation and is asking Expedia to refund her for the loss value of her tickets
Expedia does not provide advice on rules or laws pertaining to Visa and Passport requirements. Our website Terms of Use is clear that the responsibility for having proper documentation for travel lies with the customer and that using Expedia.com to book travel constitutes agreement that customers accept all stated terms
Following is a link to the online Terms of Use and we are providing the section specific to International Travel document responsibilitieshttp://www.expedia.com/p/info-other/legal.htm.
On Expedia’s site customers find the following disclaimers and information:
Expedia, IncWebsite Terms of Use
This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement")Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in courtYou should also read our Privacy Policy, which also governs your use of the WebsiteBy accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall applyIf you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents
INTERNATIONAL TRAVEL
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are metExpedia has no special knowledge regarding foreign entry requirements or travel documentsWe urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations
Passport and Visa: You must consult the relevant Embassy or Consulate for this informationRequirements may change and you should check for up-to-date information before booking and departureWe accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting throughThis includes all stops made by the aircraft, even if you do not leave the aircraft or airport
Expedia regrets the customer encountered issues with her travel documents, however, we do not refund or compensate when customer’s fail to meet the requirements for their travel
As Air Alitalia is the merchant of record for the flights, and the party that charged the customer, any compensation or future air credit will be at the discretion of the airline. We suggest the customer contact the airline to see what they might be willing to provide her for the unused tickets, if anything
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

November 8, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: 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 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 flight reservationWe understand from Ms*** complaint she is requesting a refund for her flight reservation.Our records indicate on January 30, the customer self-booked a roundtrip flight reservation online at Expedia.comThe flights were ticketed by Qatar Airways and were scheduled to depart on April 13, 2017, from Doha to Nairobi returning on May 7, 2017.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 providersAs a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policiesThe customer booked a round trip flight, with Qatar Airways as the merchant of record, and the company that charged the customer’s credit cardPer the fare rules agreed to upon booking, the ticket is refundable after sustaining a $fee.Our records reflect that on May 7, the customer contacted our social media teamShe requested a refund for the canceled flight reservationAt that time our agent advised that a refund of the reservation minus a $fee was processed to the original form of paymentOn August 4, the customer again contacted our social media team and was provided documented proof that the refund was processedFinally on November 2, the customer contacted our social media team and was advised that the refund was processed for the reservation.Per Ms*** Revdex.com complaint we understand that she is still requesting a refund for the reservationPer policy the reservation was refunded to the original form of payment that it was booked with on January 30, Since this is her friends card we advise that she contact her friend and their banking institution as this is where the refund was processed.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,Hayden J***Corporate Customer Service