Expedia Inc

Complaint: ***
I am rejecting this response because:the booking should be under my wife’s name and email:*** *** ***
Sincerely,
*** ***

February 16, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us
time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a flight reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist furtherWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S*** Corporate Customer Service

July 26,
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 *** * *** (Revdex.com case number ***) regarding a hotel reservation complaint
Our records reflect on May 22, the customer contacted an Expedia.com agent for an assisted booking. Itinerary # *** was created with a stay at the Embasy Hotel in San Francisco, California to check in July 5, and checking out July 10, 2016. The customer’s complaint is in regards to issues she experienced at the hotel and also the parking fees assessed by the hotel. She is asking for a refund due to the problems mentioned
We are sorry to learn about Ms*** experience with the Embassy Hotel As you may know, Expedia.com acts only as a third-party booking intermediary for hotel providersIf one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage them to contact us 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 during travel, we were unable to assist the customer with solutions or alternate accommodations when she encountered issues
The itinerary emailed to the customer immediately upon completion of the booking did provide the following information on the hotel fees:
Fees
The following fees and deposits are charged by the property at time of service, check-in, or check-out
•Airport shuttle fee: USD per person (one way)
•Airport shuttle fee per child: USD (one-way), (from to years old)
•Valet parking fee: USD per night
Although the parking fees were provided on the customer’s itinerary, on July 6, Expedia did provide a courtesy refund in the amount of $back to the customer’s original form of payment, to compensate for the parking fees she was charged by the hotel.
In addition to parking fees, Expedia provided the customer with a $Expedia Travel Coupon, however, Expedia’s Terms of Use for our website and agent services, provided on our website, does advise the customer with regard to our liability limits for information provided by the vendors for their properties and amenities.
A link to the full published Terms of Use is provided below, along with a partial excerpt:
TERMS of USE for Expedia
http://www.expedia.com/p/info-other/legal.htm
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
LIABILITY DISCLAIMER
The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errorsIn particular, the Expedia Companies and Expedia Affiliates do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.)In addition, Expedia, Incexpressly reserves the right to correct any pricing errors on our Website and/or pending reservations made under an incorrect priceIn such event, if available, we will offer you the opportunity to keep your pending reservation at the correct price or we will cancel your reservation without penalty
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 PartnersThe Expedia Companies and the Expedia Partners 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 Partners 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
Although it is never our desire for our customer’s to be inconvenienced; as Expedia was not contacted from the hotel to assist in advocating for the customer, we provide our liability limits information on our website, and we have given the customer a partial refund and a travel coupon, Expedia can offer no further compensation regarding this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Roseanne G***
Tier Customer Service

Complaint: ***I am rejecting this response because: I dont need a refund for the way they treated me poorly, and had no care about my time on the phoneThe fact that they consider this "a closed matter and will not address it anymore" just reiterates how poorly they handle the clienteleThey dont know how to handle clients, it a huge business issue that needs resolved for themBusinesses should never be allowed to treat paying customers with disrespect and disregard for their timeIt is un moral and un ethical. Sincerely,*** ***

January 10,
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 package reservation. We understand Mr*** is requesting a refundOn January 3, 2017, we received receipt of the Revdex.com complaint
Our records reflect on January 2, 2017, the customer self-booked a package reservation for *** *** *** and *** *** ***Travel was on Delta Airlines, departing February 5, 2017, from San Antonio, Texas to New York; returning on February 12, 2017, from New York to San AntonioThe package includes a hotel stay at the Paramount Times SquareThe package includes the Package Protection Plan, via itinerary number ***The customer is stating they contacted Expedia within 24-hours to cancel the reservation; however the customer has not received the refund
Upon further researching this matter, we can confirm on January 2, 2017, the customer contacted Expedia to cancel the reservationExpedia canceled the flight reservation and advised the customer that the pending authorization for the flight would fall off within to hoursExpedia contacted the hotel due to the hotel reservation was nonrefundable; however the hotel was not available
On January 4, 2017, the customer contacted Expedia inquiring about the refund for the hotel reservationThe customer advised they canceled the reservation within 24-hour of completing the bookingExpedia advised the customer that the 24-hour cancellation policy is for only flight reservations and that Expedia would need to receive authorization for the refund from the hotel
Expedia advised the customer that the hotel would not authorize the refund and that Expedia could issue the refund using the Package Protection Plan, the customer understoodExpedia refunded for the hotel reservation in the amount of $
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 travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies
Each vendor has its own specific set of policies and procedures as does each booking purchasedThere is also a box that clearly displays the 24-hour cancellation relates to flights only
Expedia request that the customer review their billing statements, or contact their credit card company or bank to confirm that the pending authorization for the flight was removed
Since the customer was refunded for the hotel reservation using the Package Protection Plan, Expedia cannot process the refund for the Package Protection Plan
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Tier Customer Service

Complaint: ***I am rejecting this response because: I notified Expedia months ago and they have all of the information on this complaint. They have also received several emails, phone calls and letters from me. Sincerely,*** ** ***

November 28,
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 pending authorization’s. We understand Mr*** is requesting Expedia to release the pending authorizationsOn November 24, 2016, we received receipt of the Revdex.com complaint
Our records reflect on November 23, 2016, the customer sent an email to Expedia advising they attempted to self-book a package reservationThe customer advised their credit card was declined; however the customer is seeing multiple charges on their credit card
Expedia replied to the customer advising the amounts on the customer’s billing statement are credit authorization’s and not charges toward the credit card to determine if the card is valid
Expedia advised the customer that the pending authorization 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
In reviewing the customer’s account the customer was not charged for any reservation
Expedia has no control over the timeframe for the pending authorization to show as released on the customer’s credit card or bank account
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 14,
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 is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a reservation booked on Expedia.com
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case
Sincerely,
Tier Customer Service
%

Date: August 10, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for your response. We have reviewed the documentation/new information *** *** provided to further address his/her concernsWe have reviewed the screen shot provided and while we understand your concerns the screen shot is only showing the introductory prices as offered by our suppliers, rates and availability are not guaranteed until the reservation is completed at the websiteExpedia.com strives to offer the most competitive prices to our customers with largest base of inventory available onlineExpedia.com is visited by millions of customers each day, who view and purchase our inventory thus making hotel pricing as well as availability change consistentlyThe Expedia.com website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can changeThe change can occur at any time during the booking process As per our previous investigation the final price was presented on the summary page prior to entering the credit card details and accepted by the consumer; as such no refunds will be offered or given in this matterWe thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Kiki R*** Tier Customer Service

April 21,
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We 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 hotel reservation. We understand Ms*** is requesting a refundOn April 14, 2017, we received receipt of the Revdex.com complaint
Our records reflect on April 3, 2017, the customer self-booked a hotel reservation for the *** *** *** *** Gresham, Oregon chedate April 7, 2017, check-out date April 9, 2017, via itinerary number ***The customer is stating that they were not able to use the coupon for the hotel reservation
Upon further researching this matter, we can confirm on April 13, 2017, the customer contacted Expedia advising that she was not able to apply the coupon to the reservation
In reviewing the account, the $Best Price Guarantee Coupon is active for usePer the terms and conditions for the $Best Price Guarantee Coupon for an Expedia rate hotel or hotel package with a $minimum value before taxes and feesThe original reservation cost before the taxes and fees was $
The terms and conditions for the coupon, which can be found here:
https://www.expedia.com/p/info-other/guarantees
Price Guarantee for HotelsFor hotels, we go even further! If you find a lower rate on Expedia.com or on another U.S.-based website up to 11:pm Pacific time days before your scheduled chedate of your booking with Expedia.com, we will credit or refund to you the difference in priceIn addition, we will give you a fifty dollar ($US) coupon good on a future booking of an Expedia Rate hotel or air plus hotel package on Expedia.com with a $US minimum value before taxes and fees
Based on the above, Expedia is unable to honor Ms***’s request for a 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

Revdex.com:They actually refunded me the moneyThe claim that I only had hours to submit the claim is incorrect since as a Expedia Rewards Member I can claim a refund until the day prior to check inHowever since the complaint was already resolved by ExpediaI would not continue to pursue it.Sincerely, *** ***

January 16,
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
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 reservation. We understand Ms*** is requesting a refundOn January 8, 2017, we received receipt of the Revdex.com complaint
Our records reflect on January 6, 2017, the customer self-booked a car rental reservation with Payless in College Park, Georgia pidate January 6, 2017, drop-off date January 7, 2017, via itinerary number ***The customer is stating once they arrived at Payless the rental company was overbooked and could not provide a car rental
Upon further researching this matter, we can confirm on January 8, 2017, the customer contacted Expedia advising that Payless was overbooked and did use the rental with themThe customer advised they booked with a different car rental and requested the refund for the differenceExpedia advised the customer that they did not contact us on the date of the reservation and cannot process the refund
In reviewing the customer’s account the customer was not charged for the original reservationExpedia 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
We hope the customer understands Expedia cannot honor the request for the refund
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service

July 28,
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 May 18, 2017, Ms*** booked an Expedia Vacation Package which included travel to and from the airport, roundtrip flights from Dallas, Texas to Puerto Vallarta and a four-night stay at the *** *** * *** from July 2, 2017, through July 6, We understand from Mrs***’s complaint that she and her family waited for their transportation from the airport, but it never arrivedShe stated that she provided a conformation to Speedy Shuttle, but they had no reservation on file for her. Mrs*** says that she has contacted Expedia in hopes of getting a refund, but has yet to refund the $that she paid
The feedback that you have provided to us will be helpful in looking at our vendor's customer service, and gauging our customers' satisfaction and perceptionsWhen customers book on Expedia, we hope and expect that their travel will be a flawless eventShould unforeseen circumstances arise, we anticipate that the companies with which we do business will step in to fix whatever difficulties occur; we apologize that she was made to feel that this could not, or would not happen
Our records confirm that we have contacted Speedy Shuttle on Mrs***’s behalf in hopes of securing a refundRegrettably, this did not happenWhile we do not view this complaint as something Expedia is responsible for, because we value Mrs*** as a customer and regret the experience she reports, we have already undertaken an exception to resolve her complaintA refund in the amount of $was issued to her original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly her credit card company processes refunds
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

September 21,
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 is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a reservation booked on Expedia.com
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case
Sincerely,
Tier Customer Service
%

Revdex.com
May 04,
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.com 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.com is 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 flight reservation. We understand Ms*** is requesting a refund of $373.00USD, regarding additional expenses the customer encountered as she claims Expedia.com did not inform her of a schedule change, and did not acknowledge the customer had to check the flight status Ms*** stated she missed her flight from San Francisco to Toronto, after the departure time had been changed In order to get to the final destination, the customer stated she had to take a flight to Seattle and rent a car for a total of $373.00USD. Per the customer, she spoke to Tier customer service but was advised Expedia.com has no responsibility over the schedule changeOn April 12, 2016, we received receipt of the Revdex.com complaint
On November 19, 2015, the customer self-booked a flight reservation for three adults via Expedia.com, itinerary *** and *** *** with Air Canada; operated by United Airlines, for a total of $1,085.28USD Departure was on March 28, 2016, from San Francisco to VancouverReturn was on April 2, from Vancouver to San Francisco
Our records indicate, on March 28, 2016, Ms.*** contacted Expedia.com customer service to express her concern regarding the airline schedule change Our agent verified with Air Canada they did not have any direct flight for that date The customer did not accept the re-protection flight offered by the airline, which would depart at 10:40PM
On April 08, 2016, the customer contacted Expedia to request a refund for a car rental Per the customer, the original flight, which was at 7:00AM was changed to 6:10AM and then rescheduled to 6:59AM We have confirmed the changes mentioned by the customer were accepted by Expedia.com, a notification was sent to the customer’s e-mail address as the schedule changes were minor Though, the customer stated she arrived at the airport at 5:30AM, but was unable to catch the flight The customer advised our agent, she was accommodated into a flight from San Francisco to Seattle, where the customer had to rent a car to go from Seattle to Vancouver for a total of $400.00USD. The customer requested a refund of the car expenses As schedule changes are initiated by the airlines and Expedia has no control over them, our agent contacted Air Canada on the customer’s behalf to request the refund but the carrier advised us to call United Airlines; the actual flight operator Upon contacting United Airlines, the carrier acknowledged the flight was oversold, and the customer was re-protected with a flight from San Francisco to Seattle, as accepted by the customer United Airlines advised any refund requests had to be summited via United Airlines’ website
In reviewing the customer’s account, we have confirmed United Airlines did not notify Expedia.com of the changes On the last contact Ms*** made with Expedia, the call was escalated to our corporate office upon the customer’s request One of our agents advised the customer, the changes were made to her itinerary had been initiated carrier; therefore, Expedia.com was no responsible for schedule changesThe customer was advised no compensation could be provided by Expedia.com, as it is the traveler’s responsibility to reconfirm the flights hours prior to cheas advised in the confirmation e-mail of Expedia.com As Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors. Each airline has its own specific set of policies and procedures as does each ticket purchased. United Airlines was the operating carrier and merchant of record (the entity that received your funds from Air Canada, the company charging the customer’s credit card); Expedia.com could not honor the refund request, as the carrier confirmed the customer accepted the re-protection flight offered by the carrier knowing she would have to find a way to get to her final destination
We have verified United Airlines’ website has a page available for customers to submit a complaint to the carrier’s customer service department, as well as compensation requests If Ms*** has not reached out to the airline up to this date, we kindly advise Ms*** to submit a refund request via United Airline’s website; including a copy of the car rental receipt Even though, Expedia.com cannot guarantee the carrier will honor the refund request, the expenses encountered should be reviewed and compensation is subjective to the airline’s approval
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,
Misleide B***
Tier Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***I look forward to a final response from Expedia soon I will be glad to provide any requested information to resolve this.Sincerely, *** ***

May 13,2015 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 April 28, 2015, Ms*** booked a non-refundable one-nightstay at the *** *** *** *** *** * *** *** from May18, 2015, through May 19, Weunderstand from her complaint that Ms*** is requesting a refund for thisbooking because she does not agree with the way in which she was billedMs.*** mentioned that she was not charged the appropriate rate for this bookingdue to an error by the Expedia representative who assisted herMs*** saysshe requested a room for one adult and two children but the room was booked forthree adults instead causing the rate increaseMs*** contacted Expediaasking that we correct the reservation, but when we attempted, the rateincreasedShe did not wish to pay additional fees so she contacted the hoteldirectly and they made the change on their endMs.*** is now asking for a refund because of what she says was undue hardshipand long minutes of wait timePer our records, we attempted to assist Ms.*** but, to change the reservation on our site would have generatedadditional cost so, we contacted the property and were advised that there wasno need to change anything as they had made the adjustmentWeregret any inconvenience that Ms*** may have experienced as a result ofthis bookingWe attempted to contact her by phone to clarify if she wanted tocancel but, we could not reach herAs Ms*** stated in her complaint, shebooked a non-refundable reservation so canceling this booking would not resultin a refundAs an offer of goodwill, we would like to offer a $ExpediaTravel Coupon that can be redeemed toward the future purchase of an ExpediaSpecial Rate Hotel either as a standalone reservation or in a Vacation Package.This coupon is available within the customer’s account for immediate use and isvalid for one year from the date of issue.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,Marlon J***Tier Customer Service

March 7,
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 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 Mr*** is requesting a refundOn February 28, 2017, we received receipt of the Revdex.com complaint
Our records reflect on December 9, 2016, the customer self-booked a flight reservationTravel was on Alitalia Airlines operated by Air France, departing June 4, 2017, from Florence, Italy to Hong Kong; and returning on September 30, 2017, from Hong Kong to Duesseldorf, Germany with Cathay Pacific Airways, via itinerary number ***The customer is stating due to an airline schedule change the flight was canceledThe customer is stating he contacted Expedia and was advised that the airline would issue the refund; however the customer has not received the 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 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
Alitalia 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
On December 16, 2016, the airline sent a notification of an airline schedule change and that the flight was canceledAn automated email was sent to the customer
On December 19, 2016, the customer contacted Expedia regarding the airline cancellation and requested the refundExpedia contacted the airline; they advised they would process the refund back on to the customer’s original form of payment ending in
On March 7, 2017, Expedia contacted the airline on the customer’s behalf; they confirmed that the ticket was canceled on December 19, 2016, and that they did issue the refund to the customerThe airline provided a reference number *** for the customer to contact their credit card company or bank
Please note that the refund timeframe is up to 8-weeks; which is a standard for all airlines
Since Alitalia has confirmed that the customer was refunded, Expedia cannot honor the request for the refund
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service

April 21, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns
which have been brought to our attention Expedia is responding to the consumer complaint from *** *** ( Revdex.com case number ***) regarding their reservation
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service

July 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 *** *** is requesting a refund On June 30, 2016, we received receipt of the Revdex.com complaint
Our records reflect on March 15, 2016, the customer self-booked a flight reservation for *** *** and *** *** *** using Expedia.com Travel was on Aero Mexico Airlines, departing May 14, 2016, from Mexico City, Mexico to Cancun, Mexico; returning on May 20, 2016, from Cancun, Mexico to Mexico City, Mexico Also included is the Expedia Stress Free Flight Protection Itinerary Number: *** The customer is stating, they contacted Expedia and was advised that the flight was no longer flying to and from Istanbul, Turkey The customer is stating, they had to book a new flight
Upon further researching this matter, the customer Revdex.com complaint letter included two itinerary numbers: *** and ***, which reflect on May 2, 2016, an agent assisted the customer with booking a flight reservation for *** *** and *** *** *** Travel was on Air France, departing May 10, 2016, from Istanbul, Turkey to Mexico, City, Mexico; returning on May 20, 2016, from Mexico, City, Mexico to Istanbul, Turkey
In reviewing the customer’s account, Aero Mexico does not offer any flights to/from Istanbul, Turkey
On July 7, 2016, contacted Air France, they advised, they do offer the flight to Istanbul, Turkey They have not stopped offering flights to/from Istanbul, Turkey Air France advised the tickets for travel on May 2, 2016, were used
Expedia contacted Aero Mexico Airlines, they advised the tickets were exchanged and used and never offered flights to/from Istanbul, Turkey
Since the tickets were used, we hope the customer understandsExpedia cannot honor the request for the refund
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Delia K***
Tier Customer Service