Expedia Inc

Complaint: [redacted]I am rejecting this response because: When we called in to make the changes to our initial flight plans an Expedia representative communicated to us that we would receive a refund no questions asked.  The representative said the refund was going to happen and even gave us a two week timeline.  We would not have made a new purchase otherwise.  For these reasons, we do not want to fill out a claim knowing that we may or may not receive a refund.  We just want a refund as we were told we were going to get.  Please issue the refund as soon as possible.  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

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

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]

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:there was nothing in the message from the business. Sincerely,[redacted]

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

Complaint: [redacted]I am rejecting this response because:
It is not true that I called the airline and that was not the way I was informed that the airline cancelled the flight. Expedia offered me a "package deal" in March and never informed me about any cancellations. On sept 9th I was told that my only option was to book a flight almost 3x the amount of the original flight and that I would be refunded 400$ (200$ per person). My new flights cost me over 1600$ extra. I booked the package deal in March to get a good price, and if I didn't call expedia I would have never known of the cancellation. The new JetBlue flights that I was rebooked for cost me over 1600$. Expedia did business with an unreliable airline company (Dynamic Air) and now they have passed the cost over to me. Booking a hotel+airline package was not a "deal" as advertised, because the new flight that I was rebooked for was around 400$ per person in March and now I was forced to pay 811$ per person -200$ refund per person. I would be satisfied if Expedia refunded me an extra 400$ because the JetBlue flight cost 400$ per person back in March when I originally booked the "package deal."Sincerely,[redacted]

July 17, 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 Mrs. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on March 7, 2015, Mrs. [redacted] self-booked a flight reservation using Expedia’s website, itinerary [redacted]. Travel was with [redacted] from Newark, NJ to San Luis Obispo, CA, departing on June 2, 2015, and returning on June 8, 2015. On the same day Mrs. [redacted] contacted Expedia and voided the itinerary. We understand she is requesting a full refund of the booking in the amount of $1248.40.
With reservations voided within 24 hours of purchase, the amount authorized for the purchase gets released instead of posted as a charge. 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. [redacted] was the operating carrier and merchant of record (the entity receiving the funds and the company charging the credit card). We hope you understand we must adhere to the policies dictated by the airlines.
We have verified Mrs. [redacted] contacted Expedia several times in regards of this issue. On June 15, 2015, the assisting representative contacted [redacted] on the customer’s behalf and was advised that the airline does not see a charge for this booking on their side. The airline representative suggested that if the amount was not reversed in the customer’s account she should apply for a dispute with her credit card company.
While we regret Mrs. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, charges for this reservation were not collected by Expedia. Due to the information provided above Expedia is unable to provide a refund of this booking.
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

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]

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]

July 9, 2015
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
 
Thank you for ta[redacted] 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 see[redacted] further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund request.  We understand Ms. [redacted] is referring to our unpublished rate hotel boo[redacted] program.
 
Our records indicate on June 22, 2015 the customer accessed Expedia.com online to self-book a hotel reservation.  She choose to utilize our unpublished rate program which can offer some deeper discounts when vendors offer unsold rooms. 
 
The star rating for this program is based on several factors, including our own rating, customer review ratings, and even an aggregate of other well respected rating services.   A current search for the [redacted] in Overland Park, Kansas, where the customer stayed, shows a 3.4 star rating on [redacted], 3.8 on [redacted], 4 Stars on [redacted], 3.9 on [redacted], and 3.5 on [redacted].  While individually our Expedia rating may be slightly lower, an average sets this hotel at well into the three star range and therefore it would be made available in the unpublished rate, three star, inventory. 
 
It is never Expedia’s intention to mislead our customers while we attempt to provide the best prices available. We regret if this caused any confusion, however we do stand by the hotel that was provided.  We are unable to agree to a refund as the reservation was fully utilized and the hotel paid.
 
As a courtesy, we have however, provided Ms. [redacted] online Expedia account with a $25.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel, either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within her account. We hope she will allow us the opportunity to improve upon her experience in the future.
 
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:I NEVER selected 12/7/2015 !!! The dates I selected were 1/7/2017 and 1/8/2017 ,That's 2 days in case you have not noticed ! As soon as I saw the date that Expedia had arbitrarily assigned to me,(5 minutes later) I was on the phone with a "rep" and Byron, a manager. Does that sound like plans falling through.
   What we have here is 2 multi billion dollar corporations swindling the little guy out of $215. I that Byron I would not go quietly, and I have not. I will spend more time on this case. Your customer care is terrible.Sincerely,[redacted]

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]

June 19, 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 refund request for a hotel reservation.
 
Our records indicate on May 25, 2016 Mr. [redacted] accessed Expedia.com and booked a same day stay, Itinerary # [redacted], at the Shady Rest motel to check in May 25, 2016 and check out May 26, 2016.  Although Expedia did notify the Shady Rest Hotel of the reservation and receive a return confirmation number of [redacted], issued by the hotel, it appears the hotel was over-booked and could not accommodate the customer.  As the customer has stated, an email was sent when Expedia was notified of the over-booking, however he did not receive it before arriving at the hotel.  Expedia acts only as a third party booking intermediary for travel vendors and it is the vendor’s responsibility to place a stop-sell on their property when they are booked to capacity. 
 
Expedia sincerely regret the customer’s experience with the hotel being overbooked. On June 19, 2016 Expedia has processed a refund in the amount of $100.73 back to the customer’s original form of payment.  The amount of time it takes for the credit to be available in his account depends upon how quickly his bank processes refunds. 
 
Expedia further regrets the service he received from our agent was less than satisfactory and that he was not relocated to another property.  Comments such as his are read by numerous people within Expedia and help shape our policies and practices.  It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available.  We would like to assure Mr. [redacted] that his business is important to us.
 
As a courtesy, we have provided his online Expedia account with a $50.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within his account. We hope he will allow us the opportunity to improve upon his experience in the future.
 
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

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

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

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

Complaint Department
 
 
Re: Expedia Case #: [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.
 
As previously advised, on July 21, 2016, the customer contacted Expedia on July 11, 2016, wanting to rebook a trip using an airline credit for [redacted].  Expedia advised the customer, they had to complete travel by July 15, 2016, to use the flight credit.
 
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.  WestJet Airlines was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card). Based on the airline policy the tickets are nonrefundable; which the customer did agree to at the time of the booking.
 
Since the airline credit is lost, Expedia considers this issue as closed and will no longer address this issue.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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 his flight reservation. 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