Expedia Inc

July 7, 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 Mr. [redacted] is requesting the refund for the flight be expedited.  On June 23, 2016, we received receipt of the Revdex.com complaint.
 
 
Our records reflect on December 10, 2015, an agent assisted the customer book a package reservation for [redacted] and [redacted]. Travel was on Air Canada, departing July 16, 2016, from St. Louis, Missouri to Charlottetown, Canada; returning on July 22, 2016, from Charlottetown, Canada to St. Louis, Missouri. A hotel stay at the Rodd Charlottetown, check-in date July 16, 2016, check-out date July 22, 2016. A car rental in Charlottetown, Canada; however Expedia no longer has the information for the car rental or pick-up and drop-off dates.  Also included is the Expedia Package Protection Plan and the Car Rental insurance.
 
The customer is stating, due to an airline schedule change, the customer requested to cancel the package reservation.  The customer is stating Expedia advised the timeframe for the refund from the airline would be 8-weeks.  The customer is stating Expedia advised, the refund request was not submitted correctly and the customer will need to wait another 8-weeks for the refund from the airline.
 
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.  Air Canada 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. Expedia has no control over when or how often an airline initiated schedule change occurs.  Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
 
Only the airline can make changes to a customer’s flights.  These changes are not related to the type of ticket that was purchased or the company they were purchased from.  Airlines rarely tell travel agencies why they make a change.  Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues.
 
Upon further researching this matter, we can confirm on February 6, 2016, the airline sent a notification for an airlines schedule change.  An automated email was sent to the customer.  We can confirm two more airline schedule changes occurred on April 14, 2016, and April 20, 2016.  For each airline schedule change and automated email was sent to the customer.
 
On April 25, 2016, the customer contacted Expedia, requesting to cancel the package reservation and process a full refund.  Expedia contacted Air Canada; they authorized the cancellation and requested we submit the refund request.  Expedia contacted the hotel and they authorized the refund, due to the airline schedule change.
 
In reviewing the customer’s account, on April 25, 2016, the customer was refunded for the hotel booking in the amount of $688.76 and for the car rental in the amount of $327.55.  The customer was also refunded for the Expedia Package Protection Plan and the Car Rental insurance in the total amount of $195.00.
 
Expedia can confirm the refund request was done on April 25, 2016; however, it was not submitted to the airline to process the refund request.  On June 21, 2016, Expedia resent and submitted the refund request to the airline to process the refund to the customer.
 
Expedia strives to provide the highest level of customer service and regret any inconvenience that may have occurred and would like to assure you that your business is important to us. We hope the customer understands Expedia cannot honor the request to expedite the refund request from the airline. The timeframe will be 8-weeks, which is a standard timeframe for all airlines.
 
Expedia has added a coupon in the amount of $200.00, due to the overall experience the customer has experienced.  The coupon will be valid for 1 year from the issue date of July 7, 2016.  The customer can read the terms and conditions for the coupon, which are located in the customer’s account.
 
 
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

Complaint: [redacted]I am rejecting this response because it doesn't resolve the issue.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: Here is a screen shot indicating that Expedia are just flat out liars. The section that is highlighted blue are the ports of call.MIA (Miami) - FPO (Freeport) - NAS (Nassau) - NPI ([redacted] Private Island) - MIA (Miami)As you can see, this itinerary is dated 4/30/2016, when I originally booked the cruise. which was coincidentally the day that we were supposed to visit the private island but never did, because it had been closed for construction for months and Expedia knew about it when they falsely advertised the cruise that I booked.
Sincerely,
[redacted]

November 25, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: *-[redacted]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 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 complaint #[redacted]) regarding the customer service and email issues.  We understand from Mr. [redacted] complaint, he has been unable to access to his Expedia.ca account due to system issue. The customer also stated, after contacting customer support several times, no proper resolution have been provided. Mr. [redacted] is requesting for system issue to be fixed and an apology to be given. Upon researching the customer’s complaint, Mr. [redacted] brought this matter to our attention on October 8, 2015. The customer stated after trying to reset his password several times, an error is given and he is unable to access his account. Expedia customer support agent also assisted Mr. [redacted] with trying to reset his password but due to the customer having ten single use accounts under the same email, Mr. [redacted]’s permanent account is no longer accessible. The customer was advised due to the many accounts under the same email address, [redacted], a new account has to be created, with a different email address.We apologize for any inconvenience or misinformation provided to the customer. Based on the information provided above, Mr. [redacted] is unable to use the same email address on a permanent account.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,Angel A[redacted]Tier 3 Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and while it would be preferable if they were organized enough to find their emails to me and apologize for not following through earlier, I accept the reimbursement and let's leave it at that. Sincerely, [redacted]

Complaint Department
 
 
Re: Vacations by Marriott Case #: O-[redacted]
 
 
Dear Revdex.com,
 
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
 
The breakdown for the package reservation is:
 
Flight: $1,035.40usd (with taxes and fees included)
 
Hotel: $1,61366usd (with taxes and fees included)
 
Package Protection Plan: $184.00usd
 
We cannot provide a specific per night rate due to the customer self-booked a package reservation and rates may vary depending on the day of the week.
 
During the booking and checkout path on our website, it did disclose the base fare along with the taxes and fees for each reservation.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

April 22, 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, 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.
The information provided in the complaint we received was not linked to an account or an itinerary. At this time we are requesting Mr. [redacted] please provide an itinerary number and the email address associated to the customer’s account. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further.
We thank you for allowing us the opportunity to address the issues that were brought to our 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

Complaint: [redacted]I am rejecting this response because:The issue is not the credit. The issue is that I could not use the credit and get the fair advertised by Expedia.com. Basically, when I tried to use the credit, I was told the airfare was not the one on the website, but it was $200.00 higher. It is not a hard concept to understand, but Expedia for some reason does not seem to get it.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  They didn't make any compensation for leaving me stranded in a snowstorm.  If their business is to make reservations only, then I got to the Payless counter and essentially had NO reservation.  So it is BS that they can do this and continue to represent Payless when they sell YOUR reservation to a higher bidder which is what they admitted doing to me.  Expedia should immediately cease to make reservations for Payless if this is what they do.
Ridiculous.
Thanks for trying, though.Sincerely,[redacted]

November 28, 2017   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   .   Our records reflect on August 27, 2017 the customer accessed Expedia.com and self-booked package Itinerary # [redacted] for flights from Los Angeles, CA to Bangkok, Thailand and a stay at LK The Empress Pataya Resort,  Banglamung, Pattaya, Chonburi, THA to begin December 19, 2017 and returning January 3, 2017.  He contacted Expedia requesting to extend his reservations by three days, returning January 1, 2017.  The agent was able to extend the hotel, however the room type he originally booked was available, but the room view was not.  His view in the new room was overlooking the pool instead of the ocean. The customer was unhappy with the view change and demanded the original view be restored.  However, Expedia can only book what is available for the dates requested. The customer then disputed the charge for his hotel, which, once the funds were recalled by his credit card, necessitated that the room be cancelled as it was no longer a paid reservation.  Expedia did not cancel his room in error, it was a result of his action, disputing the charge for the room. Once a hotel is removed from a package booking, it cannot be added back to the itinerary.    However, we show that as a courtesy, the customer was advised that while Expedia did not have the view he wanted the hotel had the ocean view room in their stock and if he wished to book through them and would submit his receipt, Expedia, as a one-time courtesy would refund the room difference of $233.79 or we could re-book him a new Expedia Itinerary for the pool view room we had availability for.    Because of the number of disputes the customer has filed, we are advising that he contact our dispute department at 1-866-277-6662.to discuss any further options.  Once he has resolved the dispute issues, if he chooses, our agents may be able to assist if he needs further booking assistance.    At this time, we will not agree to compensation in this matter through this department.   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

To provide some additional information.  On July 12, 2016, the customer initially wanted a full refund.  In this letter options were provided to the customer in regards to cancelling and retaining an airline credit.  The customer would be responsible for the change fee of $100 CAD per passenger and any fare difference.  As well it was verified and communicated to the customer that the booking was made on the Expeida.com website not the Expeida.ca website.  Due to the customer error, Expedia was never refunding the difference for the currency conversion rate from USD to CAD.  To reiterate, the customer self-booked the trip on a US site, which is customer error. On August 4,  2016 rebuttal response, it was again advised, that the Expedia.com website does indicate that it is in USD.  At this time the agent offered a $77.00 USD refund for the “airline exchange fee”.  The currency exchange rate as of July 25, 2016, converted to $77.00 USD.  This is the $100 change fee mentioned in the July 12 letter converted from CAD to USD.The August 16, 2016 rebuttal letter the agent quoted that the $77.00 was the exchange fee rate for one traveler. The agent should have refunded the $77.00 for all five passengers not just one passenger. Expedia has now refunded the additional $308.00 USD to the original form of payment. Expedia considers this matter resolved and closed.

Complaint: [redacted]I am rejecting this response because: I have sent several emails only to be told that I have to call.  I called and spoke to "Vincent" was asked if it was okay to be put on hold for 15 minutes and I said sure.  After holding for OVER an hour, the call was disconnected.  Vincent did not call me back!  I would also like to add that when we log-in to Expedia and look at our itinerary, the flight change does not appear on itinerary!! Expedia should issue us a refund for the flight!Sincerely,[redacted]

Good afternoon,The below states there is a one time change that will exclude any fees. As the first refund for 1 plane ticket included fees to cancel, this does not pertain to the one time change. The 827 amount is for the cancellation of the hotel which at the same time, I canceled the other flight. This should be my one time change that does not include fees. Even with the hotel, the lady on the phone stated that I would still have to pay for one night of that hotel stay. I should be able to get the plane ticket refunded without any fees under the guidelines expedia has copied and pasted. I have tried to explain this many times to them.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

January 19, 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] A. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand [redacted] is requesting a full refund. On January 15, 2016, we contacted [redacted] Space to acknowledge receipt of their Revdex.com complaint.
Our records reflect on October 29, 2015, the customer self-booked a combinable one way flights reservation for [redacted] and [redacted] using Expedia.com website.  Flight was on Spirit Airlines, departing January 11, 2016, from [redacted] to [redacted] and returning on January 18, 2016, from [redacted] to [redacted] with Frontier.  Total costs of the flights were 341.20. The customer is stating she called within the 24 hour timeframe to void the tickets.
We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary.  Based on the airline regulations, courtesy voids are allowed if the customer contacts us within a 24-hr timeframe from when the flights are booked. Expedia has no record the customer contacted us during that period.
We can confirm [redacted] contacted us on November 03, 2015, to void the flights. Our agent did advise the customer she was no longer in the 24 hour timeframe to void the tickets. As both Spirit Airlines and Frontier Airlines are Low Cost Carriers, they require the customer to contact them directly should they need to cancel or change their reservation. Based on that requirement, our agent advised the customer to contact the airlines directly.  Further research reflects on January 04, 2016, the customer contacted Expedia to cancel the tickets. Expedia advocated on behalf of the customer and contacted the airlines. The airline advised the tickets would be lost value and that she could only make changes with fees.  Our agent transferred the customer to the airline to further discuss her options. 
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.  Spirit and Frontier are the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card). I hope you understand we must abide by their rules. As a result, we are unable to honor the customer’s request for a refund.
Ms. [redacted] also mentioned in her complaint, she received an email stating her booking on October 29, 2015, failed. All records reflect the tickets were issued on October 29, 2015. If the customer has documentation stating her reservation failed, we ask that she submit those documents for further review of her complaint. Ms. [redacted] can submit the documents via the Revdex.com complaint system.
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

October 14, 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 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 Mr. [redacted] (Revdex.com case ID [redacted]) regarding Best Price Guarantee submissions. On October 14, 2016, Expedia processed a refund in the amount of $387.45 back to the customer’s original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refunds. In addition, the customer’s $50 Expedia Travel Coupon will be added to their account within 6 to 8 weeks after the qualifying travel itinerary has been completed. We apologize for any inconvenience the delay may have caused. 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

October 23, 2017 Revdex.com Expedia – 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 complaint #[redacted]) regarding a hotel refund request. On September 18, 2017, [redacted] self-booked two hotel room reservations online. The travel start date was October 14, and check-out date was set for October 16, 2017. [redacted] paid $175.96 by card (debit or credit card) and $432.88 using 35,983 Expedia points. On October 14th, the customer contacted Expedia by phone and then submitted his complaint through the Revdex.com claiming Expedia was at fault for booking Smoking rooms. The person at the hotel who has the ability to authorize refunds was not available. On October 17th, Expedia was able to reach the hotel manager and was authorized to refund the customer one night of each of the two rooms. The amount authorized to be refunded was $95.45 per room (total $190.90). [redacted] was refunded the full amount he paid by card of $175.96 and was returned 2093 Expedia points. [redacted] claims the Expedia system somehow booked smoking rooms instead of non-smoking rooms. [redacted] is asking for $800.00 in compensation which he mentioned is the amount he paid for two non-smoking rooms at a different hotel. Upon researching the customer’s complaint, we can confirm that [redacted] selected smoking rooms. Whether the customer knowingly booked the room is unknown. However, the room types he selected on September 18, 2017, was refundable until 4:00 PM local hotel time, Friday, October 13, 2017. This means [redacted] had approximately a month to cancel with a full refund if needed. Expedia suggests that customer review the itinerary to make any corrections such as the issue [redacted] encountered. Expedia never changed the room type. As you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel or provide credit for the lost value of the booking. We do regret any inconvenience [redacted] has encountered in resolving this matter. Based on the information provided above, Expedia considers this matter closed. Sincerely, Daniel A[redacted] Tier 3 Customer Service

February 27, 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...

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 [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on February 22, 2017, the customer self-booked a hotel reservation through the Expedia.com website. Accommodations are at the Flemings Hotel Zurich from April 20, 2017, to May 5, 2017. We understand from the complaint, the customer is requesting a cancellation with refund. Upon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: • Cancellation and Change Policy: Non-Refundable The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Please note that 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. We do not own or operate any hotels, and we do not set any policies. We hope the customer understands that we must adhere to the policies dictated by the hotel. In addition, we firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase path. We provide our users ample time to review the full details of the itinerary before completing the purchase. Expedia was able to capture the customer’s individual step by step booking process and the customer was given an option during the booking process for a room that was non-refundable or a more expensive room that was a hotel collect reservation with an option for cancellation prior to a specific date. The customer chose the non-refundable room. On February 22, 2017, the customer contacted Expedia requesting a cancellation with refund. The Expedia representative contacted the hotel directly on behalf of the customer and Expedia was advised that they denied to refund based on the hotel’s term and agreements. As Expedia must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requested. 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] Corporate Customer Service

June 16, 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, 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 May 12, 2015, Ms. [redacted] booked an Expedia Vacation Package which included a roundtrip flight. We understand from Ms. [redacted]’s complaint that she canceled the flight and received a credit from Aeromexico valued at $6,226.27. Per the confirmation that she received from Expedia, the credit was valid through May 11, 2016.
We understand from Ms. [redacted]’s complaint that she contacted Expedia on May 11, 2016, to apply the credit towards the cost of a ticket and was informed that the credit had expired. Ms. [redacted] states that she has contacted Expedia several times since then and has not been successful in utilizing her credit. Ms. [redacted] provided a copy of the email that she received which stated that she would need call by She is now requesting that Expedia refund the full amount of $6,226.27.
On June 14, 2016, we contacted the merchant of record Aeromexico to confirm the expiration date of the credit. We were informed the credit expired on March 12, 2016, and was valid on March 11, 2016, when Ms. [redacted] attempted to utilize it. Based on this information Expedia submitted an internal request for refund approval. The request was honored minus the $300.00 rebooking fee that Aeromexico requires for re-booking. A refund of $5,926.27 has been issued to the original form of payment. Refunds like this usually take 3-7 business days to post to individual accounts, depending on how quickly her credit card company processes refunds. We apologize for the misunderstanding regarding the customer’s airline credit.
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

May 4, 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 Ms. [redacted] is requesting a refund. On April 25, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on July 7, 2016, the customer self-booked a flight reservation for [redacted] and [redacted]. Travel was on AeroMexico, departing December 23, 2016, from Kansas City, Missouri to Puerto Vallarta, Mexico; and returning on December 31, 2016, from Puerto Vallarta, Mexico to Kansas City, Missouri, via itinerary number [redacted]. The customer is stating that they cancelled the flight due to a medical issue and that the airline advised the customer that they would be refunded. The customer is stating that the airline has not processed the refund.
 
Upon further researching this matter, we can confirm on December 15, 2016, the customer contacted Expedia to cancel the reservation due to a medical issue.
 
On April 10, 2017, the airline advised Expedia that since the original fare is was restrictive fare and that no refunds are allowed. The airline advised that they would waive the change fee of $200.00 per person; however the customer is still responsible for any fare difference. The new travel must be completed by August 2, 2017, and if the tickets are not used by that timeframe the airline will consider the tickets as a lost value.
 
AeroMexico 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. Expedia must adhere to the airline’s policies.
 
Furthermore, at the time of the booking, the customer did agree to Expedia’s Terms of Use. Our Terms of Use explicitly provides:
 
 
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.
Based on the above Expedia is unable to honor the refund request.
 
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

August 13, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Expedia Case #: O- O-[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 offered.
 
We have further researched Mr. [redacted] complaint (Revdex.com case number [redacted]) regarding a request that Expedia refund a one night non-refundable hotel reservation and we are unable to accede to the customer’s request.  We have contacted the hotel by phone twice and each time we were told we must submit the request for refund by written email.  We have made this request to the hotel twice by email, on behalf of Mr. [redacted], and the hotel will not respond.  The hotel has billed Expedia in full for the reservation.
 
The [redacted] has the following terms and conditions, which the customer agreed to at the time of booking:
 
Cancellation and Change Policy: Non Refundable *              The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded
 
Expedia.com serves as a third-party intermediary for hotel providers; as such we must abide by and enforce the terms and conditions set forth by our partners.  Although we regret to hear the customer was unable to travel and use his reservation, we are unable to offer any refunds or compensation for this reservation.
 
 
We regret the inconvenience this situation has caused our customer. Thank you for allowing us to address this matter further. 
 
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.