Expedia Inc

Complaint: [redacted]
I am rejecting this response because:The issue with Expedia's response is that at no point, when making the reservation, was there any language presented to me that this fare cannot be changed.  All that was told to me is that this is a 'Special Fare'.  This has no meaning to me other than the fares were reduced.  They just said the fare was nonrefundable, names cannot be changed or tickets cannot be transferred.  If changes are made Expedia does not charge a fee, but the airline might.  Again, no mention that changes cannot be made.  That is my whole issue.  Where is the language?  None was presented to me other than what I wrote on this response. 
Sincerely,
[redacted]

Hello Revdex.com,I am pleased to provide assistance with case # [redacted]. Below are the findings and resolution to the case:Customer Complaint:The customer stated she cancelled her travel plans to St. Croix from Puerto Rico due to the hurricane. The customer also stated she attempted to contact us prior to a loss of communication and when she reestablished communication, she was informed we were contacted too late and there would not be a refund.The customer is requesting a full refund for the itinerary, totaling 298.22 USD.Findings:The reservation was created on 29 August 2017 with a refundable Cancellation and Change Policy:Cancellations or changes made after 11:59 PM local hotel time, Monday, September 4, 2017 or no-shows are subject to a hotel fee equal to 2 night(s) plus taxes and fees.According to our records, we were contacted on 17 September 2017 and the customer requested to change the dates of travel from 19-21 September 2017 to 16-18 October 2017. As a courtesy, we contacted the property to request the date change, but were initially unable to speak with the appropriate staff members to approve the change request.Approval for the change was not received prior to the day of arrival. As we are unable to change a reservation after the check-in time has passed, the customer was informed that the change request would not be possible.Resolution:A full refund of 298.22 USD has been issued on 13 October 2017. The refund will process within 24 hours and will return to the source of payment used at the time of booking within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Ben T.Customer Relations Specialist

November 15, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr. [redacted]. Expedia, Inc. is responding to the consumer complaint Mr. [redacted] (Revdex.com ID number [redacted]) regarding a refund request. On November 15, 2016, Expedia processed a refund in the amount of $168.00 back to the customer’s original form of payment. The time it takes to post the refund to their account depends on how quickly the credit card company processes refunds, which is generally within 3-7 business days. We apologize for any inconvenience this 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

Complaint: [redacted]I am rejecting this response because: Expedia needs to hire qualified people who can understand what the customer is saying. I will repeat it again what I wrote in my original complaint: I had to change the flight because of Expedia's failure to resolve the issue promptly in Feb 2015, when I received the schedule change notifications and called Expedia multiple times and was assured that everything is OK. Had a corrective action been taken, none of these would have happened.
Furthermore, I have been an Expedia customer for a long time and I wrote them about this issue initially but they NEVER responded. This is what a shady business does.  Sincerely,[redacted]

August 7, 2015 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-[redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time...

to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Ms. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on March 8, 2015, the customer self-booked a package reservation using the Expedia.com website. Accommodations were at the [redacted] Cancun from July 7, 2015, to July 14, 2015. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we verified on July 15, 2015, Ms. [redacted] contacted Expedia requesting a refund due to the conditions of her hotel stay. Expedia apologizes for the dissatisfaction that the customer experienced. Expedia.com acts only as an independent reservations agent 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 during her stay. On August 7, 2015, Expedia contacted the hotel directly on behalf of the customer. They advised that the customer did not make any complaints with them and they verified there were no issues with-in her master suite. As the hotel stay was fully utilized, 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] Tier 3 Customer Service

June 21, 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 Ms. [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 emails from Expedia (attached) actually said 'There is not need to confirm your flight'.  In addition, it provides me will all sorts of info about passports, Visa and baggage charges, but nothing about an early cut off time to check in to the flight.   The airline had told me that the information about the check-in time should be on my ticket.  Since the ticket was issued by Expedia, they should have been responsible for putting the information on the ticket.  Since I do not frequently fly internationally, and never before out of such a small airport as Syracuse, it did not occur to me that checkin would be closed so far before the flight.  At  larger airports I might have needed an hour or more just to go through security and walk to the gate.  However, my flight held only a few passengers and getting to the gate took only a couple of minutes, so that much time is certainly not needed in this case. Sincerely,[redacted]

April 13, 2017   Revdex.com Expedia – DuPont, WA 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 change in her reservation.   Our records indicate that on February 4, 2017, Mr. [redacted] or an authorized user or his account booked a six night stay online via Expedia.com at the [redacted] & Spa [redacted], checking-in on August 9, 2017, and checking-out on August 15, 2017, itinerary [redacted]   We understand from Mr. [redacted]’s complaint that he needs to change his check out date from August 15, 2017, to checking-out on August 14, 2017, and has been having a difficult time doing so   Upon receipt of Mr. [redacted]’s complaint, we investigated the issues which were brought to our attention. We can confirm that on March15, 2017, Mr. [redacted] contacted Expedia’s customer service department to get assistance with changing his checkout date to August 14, 2017. At that time, our representative advised Mr. [redacted] that the hotel did not have the availability and attempted to contact [redacted] for assistance. Our representative was unable to contact the vendor at that time.   After further researching this matter, Mr. [redacted] brought this matter to our attention again on April 12, 2017. Our representative advised Mr. [redacted] that [redacted] is currently negotiating with the hotel on her behalf to see if they would allow her to change her reservation. Our representative also advised Mr. [redacted] that the hotel would not be available to make a decision until Monday, April 17, 2017, and that he should contact our office at that time.   Based on the above, Expedia is unable to honor Mr. [redacted]’s request. Again, 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,   LaToya J[redacted] Corporate Customer Service

May 5, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-[redacted] Dear Revdex.com: Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to...

address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight refund.  We understand Mr. [redacted] is requesting Expedia to submit a request to the airline to process a tax-only refund.  On April 24, 2015, we contacted Mr. [redacted] to acknowledge receipt of his Revdex.com complaint.  Our records indicate on October 23, 2014, the customer self-booked flights on the Expedia.com website for travel on December 21, 2014, from Vienna, Austria to Dresden, Germany.  We have confirmed the reservation was purchased by Mr. [redacted] or an authorized user on the account, without the assistance of an Expedia representative.  The fare rules associated with the ticket purchased online state: Fare rules and restrictions We have not received information regarding the rules or restrictions for this flight. When you purchase your ticket, you agree to the following rules and restrictions.  Please assume that the fare is non-refundable and any change or cancellation will result in full forfeiture of the value of the ticket with no refund or credit available. Rules and restrictions as imposed by the airline(s) will be applicable to your fare should you need to change or cancel your flight(s). Airline tickets are non-transferable. Some flights do not qualify for frequent flyer mileage accrual.   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 those providers.  We regret any inconvenience that this may cause, however, we are unable to submit the refund to the airline as requested in order to apply for the unused taxes associated with the unused ticket based on the airline’s fare rules for travel purchased on a US-based website.  On December 2, 2014, Mr. [redacted] contacted us regarding a change of plans; we explained to Mr. [redacted] the fare rules for his flight did not allow any changes to be made and explained the fully restricted rules associated with his airline ticket.  On April 10, 2015, we were contacted by the customer with a request to process a refund for the unused taxes.  We explained to Mr. [redacted] we are unable to provide the refund based on the non-refundability of the ticket.  Additionally, the call was escalated to our corporate office at which time we restated US regulations and were unable to submit a refund request.   On April 14, 2015, the customer escalated the call to our corporate customer service department at which time we restated the rules for the flight as well as the tariffs that govern tax refunds for unused flights in the European market vs. flight refunds for US-based reservations.  This was escalated further to  a supervisor  as a one-time courtesy, and on April 28, 2015, we provided the customer with a refund of the $147.20 in unused taxes.  The time that it takes for the refund to update in the customer’s account depends on how quickly the credit card company processes these requests.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because of the reasons below:
1) I used expedia.com to create my trip and paid directly to expedia for my reservation, not Dynamic Airlines. 
2) It is not my business that expedia.com froze while I was finalizing my itinerary. I called expedia.com immediately to verify if the transaction went thru and had being advise by expedia customer service that nothing went thru and advise to re-do my itinerary again.  I did my reservation right after speaking with the agent.
3) Once I found out the duplicate charge, I called expedia.com for assistance many times and many running around were giving.  Expedia also asked me to contact Dynamic Airlines myself.  I called the airlines and had being advise that I am the passenger but the booking and payment was processed by expedia.com; so I have no control and I can't request a cancellation for the duplicate order to my itinerary, only expedia can request for refund or cancellation.  The conversation about only expedia can request for refund can be witnessed by expedia Tier 3 agents Chris W[redacted] and Alex K[redacted].   
4) In addition, I have the travel protection purchased from expedia.com hoping expedia is reliable with their customers and still no meaningful customer service provided.  It has been over a month and still no refund was provided.
5) Lastly, expedia.com should be responsible with their server issue and customer service no able to verify if the transaction went thru or not with their system before advising customer to re-do again.  As a customer, I did my part to verify with expedia before creating a reservation and contact them about the duplicating itinerary for refund.  I just hoping expedia.com can be more serious with their customer services.
Sincerely,[redacted]

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.
 
Expedia was able to review the customer’s booking session that was made on October 4, 2016. The customer did not review the terms and conditions for the Package Protection Plan; which does state:
 
 
Change or Cancel for Any ReasonThe Policyholder Vacation Waiver helps protect you against life’s unexpected occurrences. Your group is allowed to change or cancel your trip for any reason one (1) time prior to the scheduled start time* of your trip without being charged any change or cancellation fees. If canceling, any monies paid will be returned to the customer who booked the travel except the cost of published airfare, which may be made available as a credit for future travel.**
For a published air ticket, credit may be issued per applicable airline policies less airline change fees, and Policyholder will absorb the change fees. The actual airfare could be higher at the time of rebooking; in that event the price differential would be your responsibility. You are allowed to change or cancel your trip for any reason one (1) time prior to the start of your trip
 
Pre-Departure Trip CancellationWe will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Policyholder, if you are prevented from taking your Covered Vacation due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Vacation. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Vacation.
Post-Departure Trip InterruptionWe will pay a Post-Departure Trip Interruption Benefit, up to the amount in the Schedule, if due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s, Sickness, Injury or death or Other Covered Events as defined: 1) your arrival on your Covered Vacation is delayed; or 2) you are unable to continue on your Covered Vacation after you have departed on your Covered Vacation. For item 1) above, the Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) for item 2) above, commence while you are on your Covered Vacation and your coverage is in effect under the plan; and c) for both items 1) and 2) above, require the examination and treatment by a Physician at the time the Covered Vacation is interrupted or delayed; and d) in the written opinion of the treating Physician, be so disabling as to delay your arrival on your Covered Vacation or to prevent you from continuing your Covered Vacation.
 
If the customer had to cancel the flight due to a covered medical reason, the customer will have to contact Aon Affinity at 1-800-453-4079 and submit a claim for a refund request. Expedia cannot guarantee they will be refunded for the flight.
 
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies. Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing.
The customer does have a flight credit with Delta Airlines. The customer is responsible for the change fee of $200.00; plus any fare difference. Since the customer purchased the Package Protection Plan. The customer will qualify for a refund on the change fees only.
 
The customer can contact our customer service department at 1800-397-3342, to rebook their flight credit. The flight credit is valid for 1 year from the original issue date of October 4, 2016.
 
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: In my opinion the site is set up to unfairly charge customers. As there is no way to issue any refunds as we decided to go with a more reputable company.  However I will most definitely leave reviews that reflect our opinion on the matter and our treatment.
Sincerely,
[redacted]

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 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 flight refund/exchange issues.  
 
Our records show on November 7, 2015, Ms. [redacted] self-booked an Expedia.com flight reservation via booking number [redacted], with a travel commencing date as December 24, 2015 with a payment amount of $570.20. We understand from Ms. [redacted]’s complaint, due to safety concerns she decided to cancel the flight reservation and after contacting the airline as well as Expedia’s customer support, no proper resolution was provided or reimbursement of the amount paid for the flight given. The customer is requesting a refund for the unused flight canceled reservation.
 
Upon researching the customer’s complaint, we can confirm Ms. [redacted] agreed to the airline fare rules via the actual booking path.  We can also confirm when the customer brought this matter to our attention, Expedia advocated on the customer’s behalf and was advised by the Delta airlines; a future flight credit was provided and Ms. [redacted] can use the original ticket value minus any change fee and difference in price for any Delta flight. Also, travel must be completed by the ticket validity date of November 6, 2016, as stated on the airline fare rules.
 
Expedia.com acts only as an independent reservations agent for hotels, airlines, and travel insurance providers and must abide by the terms and conditions of that particular vendor.
 
Expedia.com makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasing. We provide selection details on several pages for the customer to review. Based on the information provided above, we are unable to honor Ms. [redacted]’s refund request.
 
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: 
It's really truly sad that Expedia will not even look into the matter for me and research the issue on why I was not issued an itinerary number for my transaction. And furthermore, Expedia will not help correct the mistake made on the plane tickets that were booked on WOW Airlines through Expedia. I certainly will never use Expedia ever again and I will spread the word to my friends and family on social media to the terrible experience I've had with booking, customer service, and even within this Revdex.com complaint system. 
Attached is the screenshot from my email account showing the 3 emails I received after I booked the trip on Expedia as evidence that Expedia is avoiding responsibility in this case. 
Sincerely,[redacted]

September 23, 2016 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. Our records show on August 18, 2016, Ms. [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted], with a check-in date as September 13, 2016. We understand from Ms. [redacted]’s complaint, when she got to the hotel they advised they were not able to find her reservation. Ms. [redacted] contacted Expedia by phone and was transferred to a customer service supervisory after speaking with other Expedia agents. The Expedia supervisor attempted to resolve the issue. Ms. [redacted] wanted Expedia to contact her the next day, the supervisor advised they are unable to provide a call back for a case that can be resolved at that moment. The Expedia supervisor advised the customer that she could contact us once she was ready by providing a case number. Ms. [redacted] is requesting a refund of USD$160.00 which includes charges for a taxi and a two night stay at a hotel. Upon researching the customer’s complaint, we can confirm the hotel was unable to find a reservation and no charge was made. As a courtesy to Ms. [redacted] we offered a $100 Expedia coupon. Ms. [redacted] declined the coupon and was transferred to our highest form of customer contact by phone. This has been documented on the customer’s account. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a courtesy to the customer we have provided a refund of the amount of USD$160.00 which is the amount the customer requested. As a refund has been given to the customer and the issue has been resolved to Ms. [redacted]’s desired outcome, Expedia considers this matter closed. We would like to advise Ms. [redacted] no further compensation will be provided as we have refunded only as a courtesy. 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, Daniel A[redacted] Tier 3 Customer Service

August 11, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention
 
Expedia is responding to the consumer complaint from [redacted] [redacted] (Revdex.com case number [redacted]) regarding their reservation.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
 
Tier 3 Customer Service<

September 13, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr. [redacted]. We regret to hear that he did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a car reservation. 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. We provide selection details on several pages for review including the final payment screen. In regards to the customer stating that the terms and conditions are hidden; In order to finalize the booking, the Expedia website states: • By selecting to complete this booking I acknowledge that I have read and accept the Rules & Restrictions Opens in a new window., Terms of Use Opens in a new window. and Privacy Policy Opens in a new window. In addition, the search preferences chosen by the customer will give the customer all the car rental locations that offer these options. However, nowhere is it indicated that these options are free of charge. Expedia.com serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners. 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

Complaint: [redacted]I am rejecting this response because:When I booked the vacation package on April 6, 2015 with the agent via the phone, she confirmed it was an all-inclusive option. Your phone records should accurately acknowledge that. However, when finalizing the booking, she did not select the all-inclusive option. This mistake was not done on my end. In fact, because of this mistake, I incurred additional costs for meals and drinks totaling $1000.00. As I stated before, your $200 Electronic Travel Coupon will not be adequate for the additional $1000 I incurred. You have already acknowledged my decline of the offer, yet you illogically still place it into my account. If you are not going to take full responsibility of your mistake and fund me back the $1000.00 in a check, you should at the very least fund me back $200.00 in a check.I look forward to hearing back from you. Thank you for forwarding my last comments to the appropriate department to improve your services. I certainly hope your future online reviews and future bookings for other customers are not as horrendous and irresponsible as this one. Sincerely,[redacted]

April 19, 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 Mr. [redacted] (Revdex.com ID number [redacted]) regarding a refund. Upon receipt of the Revdex.com submission, we have verified that it appears this issue was previously resolved. On October 25, 2016, Expedia processed two refunds; one in the amount of $200.00 which reflects the $200.00 exchange fee (which had been charged to the customer) and the other in the amount of $216.00, which reflects the remaining balance of the exchanged ticket. Both were processed back to the customer’s original form of payment ( Visa ending XXXX -5212). The time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refunds. However, If the customer’s issue is still unresolved, he may kindly respond and Expedia will be able to assist further. In addition, Expedia apologizes for the dissatisfaction that the customer experienced with our service. Comments like his help us improve agent training and the quality of service we provide. 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

April 29, 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, 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 March 29, 2017, Ms. [redacted] booked an Expedia Vacation Package which included a roundtrip flight from Washington, D.C to Florence, Italy, a four-night stay at the Porta al Prato from March 31, 2017, through April 4, 2017 and travel insurance.
We understand from Ms. [redacted]’s complaint that she contacted our office to cancel the booking. She says that she was told she would be refunded in full. Although she received a refund for the insurance and hotel, she was not refunded for the airfare. She expected to receive the refund in 3-7 business days but has not so far.
Please offer our apologies in regards to the misunderstanding with Ms. [redacted]’s reservation. We regret any inconvenience that may have occurred and would like to assure her that every reservation is important to us. The vacation package was canceled and refund offered. After further review, we processed a refund of $2,467.30, to the original form of payment on April 29, 2017. Please inform Ms. [redacted] that the refund will appear in her account in about 3-7 business days.
Again, 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]
Corporate Correspondence Team