Expedia Inc

My issue for complaint# [redacted] was resolved yesterday. Expedia issued me a credit toward an upcoming flight.

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.

June 10, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  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 hotel. We understand Mr. [redacted] is asking for a full refund for a canceled hotel reservation.Our records indicate on February 4, 2017 the customer self-booked a hotel reservation. The reservation was for a two night stay at the Sleep Inn & Suites Airport, France with a check in date of May 5, 2017 and checking out on May 7, 2017.We have confirmed the hotel reservation was booked as a pay later reservation; the hotel was the merchant of record, i.e. the company that charged the customer’s credit card. Per the hotels cancelation policy: Cancellations or changes made after 4:00 PM local hotel time, Friday, April 21, 2017 or no-shows are subject to a hotel fee equal to 1 night(s) plus taxes and fees.On April 30, 2017, we can confirm the customer contacted Expedia to cancel the hotel reservation. Our records confirm that the customer was refunded for one night of the reservation. To further research the customers claims we request a copy of his billing statement for the month of April and May to verify that the refund was not processed.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,Hayden 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

April 29, 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 her 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 hotel reservation.  We understand Ms. [redacted] has experienced some difficulty receiving the assistance needed in redeeming a $50.00 travel coupon towards her future reservation.  On April 27, 2015, we contacted Ms. [redacted] to acknowledge receipt of her Revdex.com complaint. Our records indicate On April 14, 2015, the customer booked a hotel reservation with the [redacted] on Expedia.com, checking in on April 30, 2015 and checking out on May 2, 2015.  The total cost of the booking was $455.82.  Ms. [redacted] self-canceled the reservation on April 14, 2015 and refunded in full.  Ms. [redacted] is requesting Expedia to cover the cost of her hotel stay.  When utilizing Expedia as your travel arranger, the expectation is the customer will have an excellent experience.  Moreover, it is never our intention to inconvenience the customer when instances occur that cause our customer to feel that we have not met the standards to which we hold our organizations and employees.  We can confirm Ms. [redacted] contacted us on April 14, 2015 for help redeeming her coupon towards the booking.  We can also verify the customer was experiencing some difficulty based on the three itineraries that were saved for the same location.  During the call, our customer service representative informed the customer the coupon was expired; a request to escalate the call to a supervisor was made, however, the call was not completed. In researching further, on July 20, 2014 Ms. [redacted] was issued a $50.00 Expedia Travel Coupon.  We have determined the coupon was not activated at the time that it was issued.  The coupon is now active and available for immediate use.  The coupon will expire on May 31, 2016.  To review the details Terms and Conditions of Use for the coupon, please copy/paste the following url to a web browser:http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp We apologize for any inconvenience the customer encountered while resolving this matter.  As the customer was issued a refund for this reservation, we are unable to provide any additional compensation for this matter.  The feedback the customer has provided will be helpful in looking at our customer service and gauging customer satisfaction.  For your assurance, we are forwarding this to the appropriate department for review in our continuous effort to provide better service to our customers.  We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: The response did nothing to resolve my complaint. Has the business checked to see if the check has been received? How long does it take to receive "said' check? My next step will be to take the matter up with the state Attorney General or take it to the media for resolution.Sincerely,[redacted]

Revdex.com
April 22, 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.com regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel booking.  We understand Mr. [redacted] is currently requesting a refund of $24.94USD and two coupons of $50.00USD.  The customer stated that on March 28, 2016, he contacted Expedia.com customer service while he was searching for hotel bookings, and the agent quoted two rooms at the Hotel Rio Suites, for a total of $172.48USD.  Per the customer, he advised the agent he located the same room type at Rio All Suites, for a total of $128.94USD via the website bookit.com.   According to the customer, he accepted to book the reservation with the agent on the phone, as the agent verified the rates and advised she could book the reservation via Expedia.com and process a price match as well as a $50.00USD coupon per room.   However, it has two weeks have past and the customer did not receive the refund or the coupons promised.  In addition, the customer complains about the long holds and that the agents were not helpful when calling into Expedia.com customer service to complain about the refund delay.  On April 12, 2016, we received receipt of the Revdex.com complaint.
On March 28, 2016, assisted by an agent the customer booked a hotel reservation via Expedia.com, itinerary [redacted] with Rio All-Suite Hotel & Casino, for a total of $172.48USD.  Check-in was on April 5, 2016.  Check-out was on April 6, 2016.
Our records indicate April 11, 2016; the customer contacted the Expedia.com customer service department to request a refund of the difference in rate and two coupons of $50.00USD.  The customer acknowledged the agent, who booked the reservation, and advised Mr. [redacted] she would submit a price match claim and the customer would receive the refund of the difference in rate, as well as two coupons of $50.00USD.  However, when the call was escalated to a supervisor, the agent could not hear the customer on the other side.  After the agent advised the caller, they could not be heard, the call was disconnected.
In reviewing the customer’s account, we have confirmed there was a service error in Mr. [redacted] reservation.  The Best Price Guaranteed program applies only to customers who purchase an Expedia booking and locate a lower rate within 24 hours of the purchase.  If customer meets the criteria of the program, Expedia.com will honor a price match and provide the guest a coupon of $50.00USD per booking.  The agent, who made the reservation, promised the customer a refund for the difference in rate in addition to two coupons of $50.00USD; however, the agent did not submit the claim as promised.  Expedia has honored Mr. [redacted] request and processed a refund of $24.94USD regarding the hotel price match. The refund will reflect on the customer’s original form of payment within 3-5 business days.  In addition, two coupons of $50.00USD were added to Mr. [redacted] account.
Expedia is committed to providing an excellent standard of service to our customers.  However, there are times when we are unable to reach all of their expectations.  We apologize that the customer service Mr. [redacted] has received did not reflect this. The feedback that Mr. [redacted] has provided to us will be helpful in looking at our customer service and gauging our customer’s satisfaction and perceptions.  For your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Misleide B[redacted]
Tier 3 Customer Service

Complaint: [redacted]
The issue is unresolved.   Sincerely,[redacted]

June 14, 2015 Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O- Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to...

addressthe comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from you. Expedia, Inc. isresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted])regarding a refund request.  Weunderstand Ms. [redacted] is writing concerning a hotel reservation that was notcorrectly booked by the hotel. On June 14, 2015 we contacted the customer toacknowledge receipt of their Revdex.com complaint. Our records indicate/reflecton May 15, 2015 the customer accessed Expedia.com to book a pay-later room atthe [redacted], Emeryville, California arriving on May 20, 2015 andchecking out May 21, 2015.  While Expediadid forward the room request information to the [redacted] upon booking,the room was not reserved for the customer by the hotel.  Due to this system error, the customer foundshe did not have a room and contacted Expedia for assistance.  The customer was accommodated, at the sameprice at another property, with Expedia paying the difference in cost.  However the customer was understandably upsetat the inconvenience and has asked for a full refund.   Expedia regrets theservice Ms. [redacted] received was less than satisfactory.  Comments such as hers are read by numerouspeople within Expedia and help shape our policies and practices.  It is never Expedia's intent to inconvenienceour clients and it is disheartening when our clients feel we have not met thestandards to which we hold our organization and employees, as we attempt to providethe most efficient, quality customer service available.  We would like to assure her that her businessis important to us.  As the room was fullyutilized, we cannot agree to a refund. However, as a courtesy, we have offered to provide the customer with a$100.00 Expedia Travel Coupon that can be redeemed toward the future purchaseof an Expedia Special Rate Hotel either as a standalone reservation or in aVacation Package, if she will create an Expedia account.  Coupons can’t be added to a single use guestaccount, which is what Ms. [redacted] has used to this point. The coupon will bevalid for one year from the date of issue and would be immediately accessiblewithin her account, once added. We have provided the customer with an email toreply to once she has created an account and the coupon will be provided oncewe hear back from her. We thank you forallowing us the opportunity to address the issues that were brought to ourattention.  If you have any furtherquestions or concerns regarding this matter, please feel free to contact us.  Sincerely, [redacted]Tier 3 CustomerService

September 21, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: 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 complaint #[redacted]) regarding the hotel price guarantee refund request.  Our records show on June 21, 2015, Mr. [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted], with a check-in date as August 16, 2015. We understand from Mr. [redacted] complaint, he was advised to submit proof of payment to the hotel once travel was completed to receive a hotel price guarantee refund in the amount of $232.86. The customer also state that after several attempts to resolve this issue with Expedia customer service agents, a refund has yet to be processed. Mr. [redacted] is requesting a hotel price guarantee refund of $232.86 as promised by Expedia.Upon researching the customer’s complaint, we can confirm as of September 2, 2015, when Mr. [redacted] brought this matter to our attention, a hotel price guarantee refund in the amount of $232.86 was processed back to the original form of payment.Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Mr. [redacted] desired outcome, Expedia considers this matter closed.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

Complaint: [redacted]I am rejecting this response because:I was unable to use the $25 Promo coupon toward my hotel stay at [redacted] Wisconsin Dells on the evening of July 18, 2015.  I would still like a $25 refund because I should have been able to use this promo code while booking through the Expedia app.  I paid for my entire hotel stay in advance though the Expedia app just as the promo code required.  I did not pay later at the hotel as Expedia claims.  I paid now though their site and therefore should be refunded $25 from this booking.  Sincerely,[redacted]

January 31, 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 January 25, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on December 5, 2016, the customer self-booked a package reservation for [redacted], [redacted], [redacted], [redacted], [redacted] and [redacted]. Travel is on JetBlue Airlines, departing July 3, 2017, from Boston, Massachusetts to Las Vegas, Nevada; and returning on July 6, 2017, from Las Vegas, Nevada to Boston, Massachusetts. The package includes a hotel stay at the Monte Carlo Resort and Casino with two rooms, via itinerary number [redacted]. The customer is stating they contacted the airline to request to cancel the reservation and JetBlue advised that the tickets were refundable. The customer is stating that Expedia will not cancel and process the refund.
 
Upon further researching this matter, we can confirm on January 18, 2017, the customer contacted Expedia requesting to cancel three travelers from the reservation. Expedia advised the customer that the flight was nonrefundable and that the airline did not allow changes. Expedia contacted the airline; however they advised the same.
 
Expedia advised the customer that the hotel reservation was refundable; however the customer would need to cancel before 11:59pm local hotel time on June 30, 2017. Expedia advised the customer if the reservation was not canceled before that timeframe the reservation would be nonrefundable. Expedia offered to cancel the hotel reservation; however the customer declined.
 
In reviewing the customer’s account the reservation is active and confirm for travel on July 3, 2017. If the customer would like to cancel the hotel reservation they can contact our customer service department at 1-800-397-3342 and reference the itinerary number.
 
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.
 
If the customer cancels the flight JetBlue will consider the tickets as a lost value. We hope the customer understands we cannot honor the request for the full 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

October 19, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
The coupon will appear in the booking path for Ms. [redacted]’ next qualified reservation. If she would like assistance with this coupon, please advise her to contact our customer service representatives at [redacted]. We are available to assist 24 hours a day, 7 days a week.  We hope that Ms. [redacted] 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,
Marlon J[redacted]
Tier 3 Customer Service

January 17, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department [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 two hotel reservations. Our records indicate on January 7, 2017, the customer self-booked a hotel reservation using the Expedia.com website. Accommodations were at the Southmore Boulevard Motel from January 7, 2017, to January 8, 2017. We understand from the complaint, the customer is requesting a 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. • Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation We regret to hear that the customer was dissatisfied with the hotel. Expedia.com acts only as a third party intermediary for hotels. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time. However, we do not show that the customer contacted Expedia.com regarding any issues until January 11, 2017. Expedia contacted the hotel directly on behalf of the customer and was advised that the customer did not make any complaints to the hotel regarding any issues. The hotel denied a refund due to the hotel’s terms and agreements that the customer agreed to. In addition, the customer self-booked another hotel reservation using the Expedia.com website. Accommodations were at the Hobby Airport Inn from January 7, 2017, to January 8, 2017. We understand from the complaint, the customer is also requesting a refund for this reservation. Expedia contacted the hotel directly on behalf of the customer and was advised that the status of the reservation was a “no-show”. The hotel advised Expedia that the customer never checked in. The hotel denied a refund. Expedia does not own or operate any hotels, nor do we set any cancellation or refund policies. As Expedia was charged for the reservations in question, 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

Complaint: [redacted]I am rejecting this response because:
Although, Expedia stated they placed a $200.00 travel coupon on my account for my future travel, I purchased a flight and hotel recently and there was no mention of any $200.00 traveling coupon.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: Expedia.com required more information.Itinerary number is [redacted],Expedia's Case number for the complaint is [redacted]Reservatin was under the bame of [redacted], who is my husband. Thank you
Sincerely,
[redacted]

October 24, 2016
 
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O[redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint #[redacted].) We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
 
After further review of Mr. [redacted]’s complaint, we can confirm on October 19, 2016, a $50 BPG coupon was placed on the customer’s account. Mr. [redacted] can review all of the coupons given by logging into his account and going to “view coupons” section. It will show the coupons as given for itinerary #[redacted] which is the same as itinerary #[redacted].
 
Expedia’s goal is to provide an exceptional customer service experience. We do regret any inconvenience he has encountered. As the BPG coupon has been provided and the issue has been resolved to Mr. [redacted]’s desired outcome, Expedia.com considers this matter closed.
 
Again, 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

June 22, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
 
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Ms. [redacted].  We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
Upon receipt of Ms. [redacted] response Expedia contacted [redacted] on her behalf to again request a waiver of the airline’s penalty fees. Regrettably, our request was denied. The airline’s representative advised Expedia that we need to follow the airline’s fare rules in the case of any changes being processed.
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 that received the funds and the company that charged the credit card). We hope you understand we must adhere to the policies dictated by the airlines.
While we regret Ms. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to honor her request for a refund or a waiver of the airline imposed exchange penalty fees and applicable increase of fare.
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
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

Revdex.com: Finally honoring their own policies. It was like pulling teeth to get my money back. And in top of it all no admission they were wrong and their response was rude. A real customer service nightmare. 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]