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

April 14, 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], (Revdex.com case number [redacted]) regarding a Best Price Guarantee request.
Our records indicate ohn March 13, 2016 the customer accessed Expedia.com and booked a hotel reservation, itinerary #    at Forenom Vantaa Airport Hostel in Vantaa Finland.  The reservation type was “Hotel Collect”, which is stated on the top left side of the customer’s itinerary.  The hotel collects their charges directly from the customer’s credit card.  Expedia is just a third party booking intermediary in this type of reservation.  The customer’s credit card statement will  show the charge was made by the hotel, making them the merchant of record.   This type of booking is not the same as the one supplied by the customer as a comparison for the Best Price Guarantee request. 
This information has been provided to the customer several times and while we regret it is not the answer they wish to hear, it is the correct answer. 
As a courtesy, on March 22, 2016 during a call the customer made still inquiring about the Best Price Guarantee issue, an Expedia agent did provide the customer with a $50.00 Expedia travel coupon, which the customer accepted and has already applied to a new itinerary.
As the customer’s comparison hotel did not meet the program rules, disqualifying it, and the courtesy coupon was provided, Expedia considers this matter closed and no further compensation will be provided.
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

Complaint: [redacted]I am rejecting this response because: This issue has still not been resolved. I have had no call back, although I was told it would be looked into and I would receive a response within 24hrs, this has now been over a week with no response. I have not been accommodated on any other flight,  have never been offered any alternative or flight later than the earlier scheduled time. Meanwhile, I have been unable to make further plans because the airline and expedia continue to hold my $4,000.00 preventing me from making further any future plans. And all the while earning interest  on my money. My trip was to se my 85 year old mother, whom I have not seen in almost 3 years, and expedia and [redacted] have ruined my plans and continue to hold my money hostage. Disgusting!Sincerely,[redacted]

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]

December 15, 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 flight reservation.  We understand [redacted] is requesting to cancel and receive the refund and compensation. On December 13, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on December 8, 2016, the customer self-booked a one-way flight reservation. Travel is on [redacted] Airlines, departing December 17, 2016, from Tel Aviv, Israel to Berlin, Germany. The customer is stating due to a death in the family, the customer contacted Expedia to cancel and receive the full refund for the flight. The customer is stating that Expedia would not honor the refund request.
 
Upon further researching this matter, we can confirm on December 13, 2016, the customer contacted Expedia via email requesting to cancel and process the refund for the flight reservation due to death in the family. Expedia replied to the customer advising them to contact Expedia directly regarding the refund request.
 
On that same day the customer contacted Expedia requesting to cancel and process the refund for the reservation due to death in the family. Expedia contacted the airline; they advised that the ticket is nonrefundable and no changes were allowed.
 
On December 15, 2016, Expedia contacted [redacted] on the customer’s behalf; they advised that the ticket is nonrefundable and that changes are not allowed. [redacted] advised that the taxes for the flight are only refundable.
 
Based on the airline policy the amount of $24.63 is the only tax that is refundable. Per the customer’s authorization on the Revdex.com complaint case, Expedia canceled the flight reservation and submitted the refund request to the airline.
 
The customer will be refunded by [redacted] back onto the original form of payment. The refund timeframe for the airline is up to 8-weeks; which is a standard for all airlines.
 
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. Each vendor has its own specific set of policies and procedures as does each booking purchased.
 
[redacted] 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 must adhere to the airline’s policies. Expedia cannot honor the request for the full refund or compensation.
 
 
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

May 9, 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 package reservation.  We understand Ms. [redacted] is requesting a refund. On May 1, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on February 9, 2017, the customer or an authorized user of the account, self-booked on our website a package reservation. The reservation includes a hotel stay for the Embassy Suites by Hilton Waikiki Beach Walk with a check-in date July 22, 2017, and a check-out date of July 29, 2017 and a car rental with Hertz, via itinerary number [redacted]. The customer is stating they submitted a Best Price Guarantee claim; however they were not refunded for the price difference.
 
Upon further researching this matter, we can confirm on April 25, 2017, the customer submitted a Best Price Guarantee claim.
In reviewing the attachment that was sent for the claim on April 25, 2017, the screenshot reflects the hotel for the Hyatt Place Waikiki; which is a different hotel that was originally booked. Additionally the original reservation was a package reservation and not a stand-alone reservation.
The Terms and Conditions for the Best Price Guarantee Promotion states as follows.
 
 
Must be "Apples to Apples" Comparison.  The Best Price Guarantee is available only for exact itinerary matches. For example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com.
 
For any stand-alone product booking (for example, a hotel room or an airline ticket), the comparison must be to the same product purchased stand-alone through another website (i.e., not part of a hotel + air travel package).
 
For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser –
 
https://www.expedia.com/p/info-other/guarantees
 
The reservation is active for travel on July 22, 2017, based on the hotel policy the reservation is nonrefundable and for the car rental. Cancellations can be made prior to the pick-up date, and no refunds will be issued on unused rental days.
We hope the customer understand 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[redacted]
Corporate 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 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

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

September 27, 2015
 
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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) 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 reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
 
Tier 3 Customer Service
 %3

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]

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

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

July 29, 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 flight reservation.  We understand Ms. [redacted] is requesting a refund. On July 21, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on November 23, 2014, an agent assisted the customer booking a flight reservation for [redacted] and [redacted].  Travel was on JetBlue Airlines, departing December 24, 2015, from Boston, Massachusetts to Dallas Ft. Worth; returning on December 28, 2015, from Dallas Ft. Worth to Boston, Massachusetts. The customer is stating they were advised of a flight credit, with a change fee of $150.00 per person. The customer is stating they have contacted Expedia to rebook using the flight credit; however the flight credit has not been rebooked.
 
Upon further researching this issue, we can confirm on December 16, 2015, the customer contacted Expedia to cancel the flight reservation. Expedia advised the customer the tickets were nonrefundable; however would have a flight credit and a change fee of $150.0 per person.
 
In reviewing the customer’s account, we can confirm the customer contacted Expedia several times to cancel and rebook the flight credit. On September 14, 2015, the customer contacted Expedia to cancel the exchanged flight.
 
The flight credit was valid for 1 year from the original issue date of November 23, 2014, when the customer contacted Expedia to cancel and rebook. The original issue date for itinerary number [redacted] was November 23, 2014, and would not change.
The customer had to complete the travel by November of 2015.  
 
Expedia contacted JetBlue Airlines on the customer’s behalf, they advised the flight credit has expired and are considered as lost value.  
 
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.  JetBlue 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. We hope the customer understands Expedia is not the merchant of record and cannot honor the request for the refund or any flight credit.
 
Since the tickets are lost value, Expedia considers this issue as closed and will no longer address this issue further.
 
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

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

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

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

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]