Expedia Inc

Complaint: [redacted]
I am rejecting this response because:I was told that the insurance was mandatory or I couldn't rent the car, that is called lying. I brought my personal car insurance to show them because I didn't want any other insurance. Can I include Dollar rental in this complaint or can I file a new complaint with Dollar rental? My wife was witness to this. 
Sincerely,
[redacted]

Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. 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, Inc. 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 [redacted] (Revdex.com case number [redacted]) regarding their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We 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 attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Tier 3 Customer Service

October 11, 2016
 
 
Revdex.com
Alaska, Oregon, & Western Washington
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
 
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 [redacted] (Revdex.com case number [redacted]) regarding a collection letter.  We understand Mr. [redacted] is requesting Expedia to stop the collection dispute. On October 6, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 25, 2016, the customer self-booked a package reservation for [redacted] and Rocco [redacted]. Travel was on American Airlines, departing February 11, 2016, from Denver, Colorado to Phoenix, Arizona; returning on February 15, 2016, from Phoenix, Arizona to Denver, Colorado. The package includes a hotel stay at the Econo Lodge at Metro Center. The package also includes the Expedia Vacation Waiver.
 
Since the customer has disputed the charges with their credit card company and the credit card company have advised the customer that they were refunded for the amount.
 
The customer can contact Receivable Management Services at 1-800-613-1545 to stop the collection dispute.
 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

Complaint Department
 
 
Re: Expedia Case #: O-[redacted]
 
 
Dear Revdex.com,
 
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
 
As previously advised, on January 16, 2017, the customer did not contact Expedia during the trip. The customer decided to self-book another car rental reservation at the current price.
 
The customer was not charged for the original reservation. If the customer would like compensation, he may contact Payless or go to their website.
 
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. We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers.
 
Expedia considers this matter as closed and will no longer address this matter any further.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

August 2, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted]. We regret to hear that the customer did not accept our response and/or resolution offered.
 
We have further researched Ms. [redacted] (Revdex.com case number [redacted]) regarding a refund request through our Best Price Guarantee promotion.
 
We apologize to the customer for the inconvenience this situation has caused. Thank you for allowing us to address this matter further and after giving the matter our full consideration, we stand by our previous decision and are unable to accede to Ms. [redacted]’s request of any refund or compensation for this booking. 
The screen shot provided by the customer for price match consideration is not a booking.  The screen capture is a banner page ad that states “FROM USD $239.00 a night excluding taxes and fees” and has a link button that says “view available rates”.  Our terms of use for this program clearly states that the comparison must be a fully computed booking showing all charges and must be an exact match including all terms and conditions.   A banner page add does not qualify for comparison. 
Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attention. As this matter has been resolved, we respectfully request the Revdex.com close this case. 
 
If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 – Customer Service
Expedia, Inc.

June 24, 2015
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
RE:  Expedia Case O-[redacted]
 
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 time 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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding a package reservation.
 
Our records indicate on February 27, 2015, the customer booked a non-refundable roundtrip flight reservation and hotel reservation through [redacted] using Expedia. Travel was with [redacted] and the accommodations were at the [redacted]. We understand from the complaint, due to a schedule change the customer missed her flight.
 
Upon receipt of the Revdex.com submission, we have verified on June 22, 2015, Ms. [redacted] contacted Expedia stating she had missed her flight due to a schedule change. Expedia attempted to resolve the customer’s issues and contacted [redacted] on the customer’s behalf.
 
Expedia does not issue airline schedule changes as we are only operating as a travel agency. The airline imposed schedule changes are unrelated to the type of ticket purchased or the company from which you bought your ticket. In fact, travel agencies are rarely informed as to why the changes are made. Typically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or maintenance issues. An involuntary airline schedule change can include a change in flight numbers, departure and arrival times or operating equipment. Each airline has its own specific set of policies and procedures regarding these changes as does each ticket purchased.
 
We strongly recommend to our customers to carefully review the details of their trip prior to departure.  At the time of booking and on the face of the customer’s itinerary, the customer is advised that they are required to reconfirm their flight reservations directly with the airline 48 hours prior to departure.
 
We apologize for any inconvenience this may have caused however Expedia is not the unable to offer the requested refund. The customer may want to contact the airline directly.
 
Again, we thank you for allowing us the opportunity to address the issues, brought to our
attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
                                        ...⇄
Sincerely,
 
 
Lisa S[redacted]
Tier 3 Customer Service

February 8, 2018
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. 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, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect on July 20, 2018 you accessed Expedia.com and self- booked Itinerary # [redacted] for flights departing from San Francisco, CA on December 16, 2017 to Rio de Janeiro, Brazil, returning January 7, 2018.   As your complaint states, there was an airline schedule change that did not get correctly ticketed and you found it necessary to purchase a new ticket to return home. Expedia regrets the difficulty this caused you. 
 
On February 6, 2018 Expedia processed refunds totaling $2050.82 back to your original form of payment.  The amount of time it takes for the credit to be available in your account depends upon how quickly your 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[redacted]
Corporate Customer Service

October 27, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response.
We understand from Mr. [redacted] complaint that he is seeking an additional refund of $118.00 mentioned in his initial complaint. Mr. [redacted] provided a copy of his bank statement illustrating changes and credits. Based on this supporting documentation, we have issued the remaining $118.00 refund to Mr. [redacted] original form of payment.
Dear Revdex.com,
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

Revdex.com:
Hello Expedia has resolved the issue and I have received the proper assistance with the refund.
 
-[redacted]

April 11, 2016
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. 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, Inc. is 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 February 22, 2016, Ms. [redacted] booked an Expedia Vacation Package for travel June 11, 2016, through June 18, 2016. We understand from Ms. [redacted] complaint that she submitted a price match request after locating the same booking at a lower price. According to Ms. [redacted], her request had been denied which prompted her to submit a complaint to the Revdex.com.
As we began our research into this matter, we have confirmed that on March 6, 2016, Ms. [redacted] received the requested price match in the form of a refund of $224.94. As such, we consider this matter resolved. We regret any inconvenience experienced by Ms. [redacted].
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,
Marlon J[redacted]
Tier 3 Customer Service

December 4, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case *-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business...

Bureau allowing us time 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 for Ms. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on August 3, 2015, Ms. [redacted] self-booked a flight reservation with combined one-way fares using Expedia’s website, itinerary [redacted]. Travel was with Air Canada from Denver, CO to Vancouver, Canada, departing on October 22, 2015, and with Air Canada from Vancouver, Canada to Denver, CO, departing on October 25, 2015. We understand Ms. [redacted] inbound flight was not ticketed, and she is requesting compensation for all additional charges incurred due to this issue.
While we were unable to verify the reason for Ms. [redacted] ticket issuance to fail, Expedia is willing to provide a refund for the additional charges she incurred, for an alternative ticket to Denver, CO, and roaming charges when contacting Expedia for assistance.
Expedia strives to provide the highest level of customer service, and we are sorry Ms. [redacted] recent experience did not live up to that expectation. We regret we were unable to resolve the issue immediately during her first call, and that the service she received was less than satisfactory. Expedia has reviewed our representatives’ cases mentioned in her comment, and we will ensure the representatives she spoke with are coached appropriately. We have also provided her comments to our management team in an effort to improve Expedia’s overall customer experience, processes, and additional agent training with respect to proper call management and system procedures.
As Ms. [redacted] original ticket was not issued, Air Canada did not collect the payment of USD215.08 quoted for that ticket. Per the documentation provided by Ms. [redacted] we see she incurred charges of CAD497.24 (USD372.00) for a new ticket, and USD107.91 for her phone call to Expedia. On December 4, 2015, Expedia issued a refund in the amount of USD479.91, back to the original form of payment. The time it takes a refund to post to Ms. [redacted] account depends on how quickly her credit card company processes refunds, generally within 3-7 business days.
Despite her recent experience, we hope Ms. [redacted] will continue to use Expedia for her future travel arrangements. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Lidiya N[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
When I spoke with the representative about changing the reservation, she informed me that I would have to wait for a refund before booking the new reservation, therefore she was unable to guarantee price, which was the whole reason for me wanting to change it in the first place. Otherwise, I would have to have enough available funds to be held twice, which I also informed her I did not. When I asked if there was any other resolution, she put me on hold for an hour to speak with a supervisor who basically said "no, can't help you", which she could have said instead of putting me on hold and telling a supervisor I asked to speak to her when I did not. I also tried to reach out to the company via email and have not heard back. 
Sincerely,[redacted]

June 1, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-[redacted] Dear Revdex.com: Thank you for taking the time to contact Expedia, Inc. 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, Inc. is disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Mr. [redacted] is requesting Expedia to refund the difference in cost between the combined one-way fare and a round trip fare.  On May 27, 2015, we attempted to contact Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach him. Our records indicate on May 11, 2015, the customer or an authorized user on the account, self-booked a flight reservation with two combined one-way tickets, for one adult traveler, using Expedia’s mobile app.  Travel was on May 17, 2015, from Kansas City, MO to Gainsville, FL with [redacted] Airlines, for $422.60.  For the return flight, the customer booked travel on May 20, 2015, with [redacted], from Gainsville, FL to Kansas City, MO, for $453.10.   The total price of the booking was $875.70. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and are subject to the rules and restrictions of those providers.  The airline rules and restrictions which Mr. [redacted] agreed to at the time of the booking, for each ticket, stated:CANCELLATIONS        TICKET IS NON-REFUNDABLE IN CASE OF CANCEL/NO-SHOW.                   CHANGES          ...⇄ USD 200.00 FOR REISSUE/REVALIDATION/UNTICKTED Upon further research, we have determined there were no errors during the booking session.  We reviewed the customer’s booking session and verified the customer was informed he was booking a combined one-way fare airline ticket.  In addition, the customer was provided with the following statement prior to finalizing the reservation which clarifies the type of tickets booked:                 Important Information                Your roundtrip flight consists of two one-way fares which are subject to their own rules and                 restrictions. If one of your flights is changed or canceled, it will not automatically change the other flight.  You                may incur a penalty fee for each flight for additional itinerary changes. While we regret any inconvenience this matter has caused, there were no errors in the booking of this reservation. As 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 that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response for the (2) reasons initially stated:1.  I booked these two flights and hotel as a "bundle deal;" a round-trip flight with the hotel room for the length of the trip.  The fact that it was booked at one time with a round trip flight means that by definition the point of origin must be the point of return.  I did not book two one-way flights.  There should not have even been other destinations available.  There was also no warning or point of acknowledgement that even though I was booking a round trip deal they were sending me to different airports.  Expedia Customer service said they were allowed to do this because it was the "same city."  One is Irving and one is in Dallas.  But who are they to decide what is close enough?  What if they flew me into Houston and said, "well, it's the same state?"  The fact remains that round trip means point of origin equals point of return.  Period.  I was not given what I paid for.2. The symbols for the two airports are DFW and DAL.  I was unaware that anyone other than Southwest used that airport and despite living here for 10 years, I have never flow in or out of that airport.  When selecting flights, they list the airport code, which look almost the same.  For someone expecting to purchase a round trip ticket seeing DAL instead of DFW is not sufficient for justifying what they have done.  After entering starting location and destination, users are looking at times, not a smaller letter variation in an airport code.Not only did they not provide me with the round trip ticket I paid for, but the way disguised the differences is negligent on their part.   [redacted] 
Sincerely,
[redacted]

March 25, 2016
 
 
Revdex.com
Alaska, Oregon & Western Washington
 
Complaint Department
Re: Expedia Case #: O-[redacted]
 
 
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 [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Ms. [redacted] is requesting a refund.  On March 25, 2016 we contacted [redacted] to acknowledge receipt of her Revdex.com complaint.
 
Our records reflect on January 28, 2016, the customer self-booked a flight reservation for [redacted], and [redacted], using Expedia.com.  Travel is on United Airlines, departing April 10, 2016, from Newark, New Jersey to Tampa, Florida; returning on April 16, 2016, from Tampa, Florida to Newark, New Jersey.  The customer also purchased travel protection.  The itinerary number is [redacted].
 
On February 2, 2016, the customer self-booked a flight reservation for [redacted] and [redacted], using Expedia.com.  Travel is on United Airlines, departing April 10, 2016, from Newark, New Jersey to Tampa, Florida; returning on April 16, 2016, from Tampa, Florida to Newark, New Jersey.  The customer also purchased travel protection.  The itinerary number is [redacted].
 
On February 8, 2016, the customer self-booked a flight reservation for [redacted] and [redacted], using Expedia.com.  Travel is on United Airlines, departing April 10, 2016, from Newark, New Jersey to Tampa, Florida; returning on April 16, 2016, from Tampa, Florida to Newark, New Jersey. The customer also purchased travel protection.  The itinerary number is [redacted].
 
The customer is stating they were charged for a duplicate flight and they were previously advised by an Expedia agent they would not be charged for the duplicate flight.
 
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.  As 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.  Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing.  Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation.  This gives Expedia the opportunity to provide an appropriate resolution.
 
We can confirm on February 8, 2016, the customer contacted Expedia, advising they see three charges on their credit card.  The customer asked the agent to confirm what trips are active.  Our agent advised the customer of her trip information.
 
On March 2, 2016, the customer contacted Expedia, advising they did not book the duplicate flight.  Our agent contacted the airline and was advised by the airline they cannot authorized the refund.  The airline advised our agent the customer can cancel one of the duplicate bookings and will have a flight credit only.  Our agent advised the customer.  The customer declined.
 
On March 3, 2016, the customer contacted Expedia, advising they did not book the duplicate flight.  Our agent advised the customer that the airline was already contacted and they will not authorized a refund, only an airline credit.  The customer declined.
 
On March 24, 2016, Expedia contacted United Airlines on the customer’s behalf; they advised they will not authorize a refund for the duplicate booking.  The airline advised the customer can cancel one flight; however, they will only receive an airline credit.  On March 25, 2016, Expedia was able to listen to the call recording that took place on February 8, 2016.  We can verify the customer requested to know how many confirmed trips she had, as she was showing three charges on her credit card.  Our agent advised the customer, she had three active trips and one non-active trip.  The customer requested the agent to recap the trip information.  Our agent provided a recap of the flight information for itinerary number [redacted], which the customer agreed was correct.
 
Then our agent asked the customer if she would like to hear the recap for the itinerary [redacted] for the party of four; the customer advised the agent that itinerary was correct.  The agent and the customer both reviewed the non-active itinerary, which is for itinerary number [redacted].  Our agent advised the customer that the charge of $908.40 is only a pending authorization and it would fall off within 24 to 48 hours.  The customer reconfirmed the information.  The agent advised the customer the amount is only a pending authorization and would fall off within 24 to 48 hours.
 
The customer understood, the agent ends the call with the customer.
 
We can confirm our agent did not advise the customer of the other itinerary number [redacted], which is still active for travel for April 10, 2016.  On March 25, 2016, Expedia contacted Ms. [redacted] and advised her, Expedia will cancel and refund her for one of the duplicate flights due to an agent error in not proving a full recap of all of her trips.  The customer agreed, and requested to cancel itinerary number [redacted].  On that same day Expedia canceled the flight and processed a full refund in the amount of $646.40.  Expedia advised the customer the refund timeframe would be 5 to 7 business days.  The customer understood.
 
 
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[redacted]
Tier 3 Customer Service

April 30, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
 
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business...

Bureau allowing us time 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 for Mr. [redacted] (Revdex.com case number [redacted]) regarding a package reservation.
Our records indicate on July 24, 2014, the customer self-booked a package reservation using Expedia’s website; itinerary [redacted]. The package included flights, hotel accommodations and travel insurance for two travelers. The flight portion of the reservation was with [redacted] from St Louis, Missouri to Kona, Hawaii, departing on October 16, 2014, and returning on October 24, 2014. The reservation was cancelled on October 15, 2014, due to weather issues and the hotel portion of it was refunded in full. We understand Mr. [redacted] is requesting to receive a refund in the amount of $200.00 for the airline imposed exchange penalty fee collected for reissuing his ticket on November 13, 2014. He would also like to know why he was unable to utilize his airline credit towards a new package booking.
We have verified the travelers’ tickets were reissued successfully on November 13, 2014, utilizing the airline credit received after the cancellation of their booking. The reason the customer was unable to utilize this credit towards an Expedia Package is because the credit could only be used/ticket exchanged in the airline’s reservation system (Global Distribution System) and not on Expedia’s website, which is where packages are available. In addition, packages are paid at the time of booking and Expedia does not have the option to apply airline credit at that time on our website, as the credit is held by the airline and not in our (website) system.  The customer states in his complaint that he checked his ** account and did not find any credit funds; the airline credits were available to both Expedia and [redacted] to see under his original ticket numbers, they were not associated with an [redacted] account.
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. [redacted] was the operating carrier and merchant of record (the entity that received the customer’s funds and the company that charged his credit card for the airline tickets). We hope you understand we must adhere to the policies dictated by the airline.
Upon further research we have verified Mr. [redacted] ticket was reissued again on November 18, 2014, due to a name correction from [redacted] to [redacted]. The reason the change was not processed immediately after his request for the change is Expedia needed to contact the airline and receive an approval for the changes. The correspondence took a few days, however the approval was received and the ticket was reissued, following the terms and conditions of the airline to collect a name correction penalty fee of $25.00 plus any applicable increase of price at the time of ticket reissue.
Our records show a refund of $200.00, for the penalty fee collected for Mrs. [redacted] ticket reissue, was issued on January 6, 2015, based on the travel insurance plan. Due to Mr. [redacted] ticket record being divided from Mrs. [redacted] in order to process the name correction, the processing agent did not see a second penalty fee was collected and only issued a refund for one; we apologize for any inconvenience this might have caused. A refund in the amount of $200.00 for the second penalty fee was issued on April 30, 2015, back to the original form of payment. The time it takes to post to the customer’s account depends on how quickly his credit card company processes refunds.
We regret Mr. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused. Expedia welcomes customer feedback in our ongoing effort to improve upon the customer experience. His comments will be forwarded to the appropriate department to utilize for further training and improvements in our services.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
 
 
 
 
Sincerely,
 
 
[redacted]
Tier 3 Customer Service

February 1, 2017
 
 
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
 
 
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 [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Mr. [redacted] is requesting a refund. On January 25, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on May 24, 2016, the customer or an authorized user of the account, self-booked on our website a flight reservation for [redacted]. Travel was on [redacted] Airlines, departing December 24, 2016, from Rome, Italy to Atlanta, Georgia; and returning on January 7, 2017, from Atlanta, Georgia to Rome, Italy. The reservation includes the Total Protection Plan. The customer is stating they contacted Expedia to correct a travelers name; however the name correction was not done.
 
Upon further researching this matter, we can confirm on October 15, 2016, the customer contacted Expedia advising the name for [redacted] was not correct and should reflect as [redacted]. Expedia contacted the airline; they advised that Expedia would need to rebook the traveler with the correct name and then the airline would authorize the cancellation for that ticket and would process the refund.
 
Expedia advised the airline that per our policy we could not rebook the traveler due Ms. [redacted] was a minor. The airline advised they would not authorize the cancellation or the refund if the customer booked directly with them. The airline advised the only option for the customer would rebook the minor directly with the airline at the current rate; however the original ticket would be a lost value. Expedia advised the customer; however they declined.
 
Expedia has reviewed the Total Protection Plan that was purchased; however per the policy the customer would not qualify for any refunds on the ticket.
 
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. As 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.
 
Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing.
 
[redacted] 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 itinerary and not Expedia.
 
We hope the customer understands Expedia cannot honor the request for the refund and 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[redacted]
Corporate Customer Service

Complaint: [redacted]I am rejecting this response because:Expedia is requesting additional documentation. See attached pdf from [redacted] that itemizes the charges. Please review my original complaint for details of my desired resolution.Sincerely,[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

January 12, 2016
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #:  [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. 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, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] [redacted] (Revdex.com case number [redacted]) regarding a refund request. We understand Ms. [redacted] is requesting that Expedia.com compensate her and her traveling companion due to airline delays that caused several issues on her recent vacation. On January 12, 2015 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate on December 10, 2015 the customer accessed Expedia.com and booked a package itinerary #[redacted] with round trip flights on American Airlines from Tulsa, Oklahoma to Montego Bay, Jamacia and a stay at the Iberostar Grand Hotel in Montego Bay, Jamaica beginning December 17, 2015 and returning December 26, 2015.  The customer is reporting there were mechanical issues, which caused their plane to be delayed, and also lost luggage problems. 
Expedia.com serves as a third-party intermediary for a variety of travel providers, and while we regret to hear that American Airlines experienced delays and did not meet the customer’s expectations, we are unable to offer any refunds or compensation for this reservation.
Following is a link where the customer can read the full online Terms of Use for Expedia.com and we are providing the section specific to liability for damages regarding supplier errors, delays, or cancellations etc. Customers, by booking on Expedia.com, agree to accept all terms and conditions of use. 
http://www.expedia.com/p/info-other/legal.htm
Expedia, Inc. Website 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 court. You should also read our Privacy Policy, which also governs your use of the Website. By 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 apply. If 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.
Section Regarding Expedia Liability states:
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 Affiliates. The 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 from. The 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.
As Ms. [redacted] and Ms. [redacted] agreed to Expedia’s Terms of Use, by completing a booking on our site, they released Expedia from liability for the Airline’s delays and resulting issues.  We also understand they contacted Expedia’s agents by phone, requesting considerations such as extending their vacation by adding nights to their resort stay and later return flights.  As Expedia is not responsible for the flight delays, our agents were not able to agree to the customer’s requests.
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[redacted]
Tier 3 Customer Service

Revdex.com: Though the facts listed in this reply do not accurately reflect the correspondence and substantially diminish Expedia's customer service's culpability in dismissing my emails from the very beginning (e.g. I was never told they were "investigating" until after I lodged the Revdex.com complaint), I accept that Expedia at long last is offering some credit on this account in recognition of the false advertising on their site.
Sincerely,
[redacted]