Expedia Inc

August 6, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us...

to address the comments and concerns which have been brought to our attention
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding her 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

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]

October 31, 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 August 6, 2016, Ms. [redacted] booked a flight from Boston, Massachusetts to Istanbul, Turkey for a seventy year old passenger but, that flight was canceled by [redacted] Airline (the merchant of record who charged the customer’s credit card). Ms. [redacted] says that Expedia failed to alert the passenger that their flight had been canceled and they did not learn of the cancellation until October 25, 2016 while at the airport. Ms. [redacted] stated that she had to spend an additional $559.73 to secure a last minute accommodation for the passenger and wants Expedia to refund this amount.
Per our records we spoke to Ms. [redacted] on September 26, 2016, and she requested that Expedia pay for an upgrade. We responded that we were not the entity who canceled the flight and could not pay for an upgrade.
We apologize for the inconvenience this may have caused. Please be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes and cancellations. Please note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them.
If Ms. [redacted] is willing to provide a copy of the billing statement reflecting the $559.73, we are willing to submit for refund consideration, but we can offer no guarantees.
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

July 11, 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 flight booking.  We understand the customer is requesting information regarding the insurance waiver, and is seeking compensation for time spent attempting to clarify this information.  On July 10, 2015, we attempted to contact Ms. [redacted] to acknowledge receipt of her Revdex.com complaint but were unable to reach her. Our records indicate on June 7, 2015, [redacted] or an authorized user in the account self-booked a flight on Expedia.com for travel on July 1, 2015; returning July 13, 2015.  Flights were with [redacted] departing from John F. Kennedy Airport to Stockholm, Sweden.  In addition to the flights, the customer purchased the Expedia Stress Free Flight Protection insurance. On June 26, 2015, we were contacted by Ms. [redacted] with questions regarding her booking such as the policy number for the insurance.  Our customer service agent provided Ms. [redacted] her itinerary number to first locate the booking online which is necessary in order to locate the information requested.  During the call, the customer requested to speak with the agent’s supervisor; while transferring the call the customer was disconnected.  Our agent attempted to contact the customer after the call was ended, but were unable to reach her. The Expedia itinerary is accessible online by entering the itinerary number and the email address that was used to book the flights.  Once the itinerary is opened, the hyperlink to open up the insurance details is available at the bottom of the page.  The customer will be able to review:·         The policy number·         The Plan Coverage·         What’s Not Covered·         Claim Instructions with BerkleyCare·         Terms of Coverage·         Definitions; and·         FAQ Baggage Fee information is provided during the booking process, and is available online by accessing the itinerary confirmation.  Expedia publishes the most current information regarding baggage fees, if any; however, if the information is not made available we recommend contacting the airline directly.  Expedia does not bill for any fee associated with checked baggage, meals, or other items which will be charged direct by the airline at the time of service. While we understand the customer’s experience with our customer service department was not as we would have hoped, we are unable to offer the customer a refund or compensation.   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,Millicent F[redacted]Tier 3 Customer Service

July 1, 2015 Revdex.comE.com – Alaska, Oregon & Western WashingtonComplaint 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. Expedia’s goal is to provide an exceptional customer experience. The customer stated he already contacted his credit card company regarding this issue and no payment will be honored for a reservation that he will not use.  After further review of Mr. [redacted] complaint, we can confirm Mr. [redacted] agreed to an airline’s re-accommodation on May 24, 2015. The option to cancel the reservation still available with valid cancellation policy agreed upon at the time of booking.  Expedia.com acts only as an independent reservations agent for hotels, airlines, car rentals, and cruises and must abide by the terms and conditions of that particular vendor.     Based on the information provided above, Expedia continues to stand by our original reply. We maintain that Mr. [redacted] was provided with the full terms and conditions and cancelation policy upon self-booking the package reservation. 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

July 11, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding 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

Complaint Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
 
As previously advised, on May 17, 2016, as rates do fluctuate, Expedia offers a Best Price Guarantee Promotion.  If the customer finds a lower rate on Expedia or on another U.S. based website within 24 hours of booking with Expedia, we will credit or refund the difference in price. The Terms and Conditions for the Best Price Guarantee Promotion states as follows.
 
 
Must be "Apples to Apples" Comparison.  The Best Price Guarantee is available only for exact itinerary matches.  For example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com.
 
Verification of Claims.  All requests, including receipts, are subject to verification by Expedia.com Expedia.com will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia.com personnel.  Nor will Expedia.com verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faith.
 
For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser –
 
https://www.expedia.com/p/info-other/guarantees
 
The customer claim did not qualify as the number of travelers was not the same on the screenshot that was booked on the reservation.
 
Expedia did add a $100.00 coupon as compensation onto the customer’s account. Expedia strives to provide the highest level of customer service. We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers.
 
We hope the customer understands Expedia will not offer any other compensation or credit and considers this matter as closed.
 
We thank you for allowing us to address this matter further. 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

April 5, 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 comm[redacted]s and concerns which have been brought to our att[redacted]ion.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Mr. [redacted] is requesting a refund.  On March 9, 2016, we received the receipt of the Revdex.com complaint.
Our records reflect on February 16, 2016, the customer self-booked a multi flight reservation, using Expedia.com.  Travel was on United, departing on March 4, 2016, from Las Vegas, Nevada to San Francisco, California; returning on March 7, 2016, from San Francisco, California to Las Vegas, Nevada; then departing, on March 8, 2016, from Las Vegas, Nevada to Baltimore, Maryland.  The package also included travel protection.  The customer is stating, they never authorized Expedia to cancel their flight reservation.
Upon further researching this matter, we can confirm on March 3, 2016, the customer contacted Expedia, requesting to change the flight dates.  Our agent advised the customer, the change fee would be $200.00 per person.  The customer declined to process the exchange and no further action was taken.
In reviewing Mr. [redacted] account, we can confirm on March 5, 2016, his flight reservation was canceled; however, Expedia is unable to verify if the customer self-canceled or if an Expedia agent canceled the flight.  On April 5, 2016, Expedia contacted [redacted] on the customer’s behalf, they advised the tickets were canceled on March 5, 2016; however, they were unable to verify who canceled the tickets.  The airline advised, the tickets are valid for rebooking with a flight credit.
As a one-time courtesy, Expedia will process the refund in the amount of $373.60, back to the customer’s credit card.  The standard timeframe for refunds is 5 to 7 business days.
We do apologize for any inconvenience this may have caused and would like to assure you that your business is important to us.
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

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

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

February 10, 2016
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 package reservation.  We understand the customer is requesting a refund of the package insurance.
Our records indicate on November 30, 2015, the customer self-booked a package reservation using Expedia’s website, itinerary number [redacted]. The hotel reservations were for The Hotel Tamarindo Diria Beach Resort in Tamarindo, Costa Rica, checking in on February 18, 2016 and checking out on February 23, 2016. The flights booked were flying Delta Airlines, departing Denver, Colorado to Liberia, Costa Rica on February 18, 2016 and returning on January 23, 2016. Also included in the package was the Expedia Package Protection Plan.
We can confirm this package was voided on November 30, 2016, within the 24-hour Free-cancellation window. On February 10, 2016, a refund of $256.00; the cost of the travel insurance, was processed to the customer’s original form of payment. The time it takes to post back to the customer’s credit card depends on how quickly her bank processes refunds.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Britt M[redacted]
Tier 3 Customer Service

January 20, 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 January 12, 2017, Mr. [redacted] booked a one-night stay at the [redacted] from January 14, 2017, through January 15, 2017. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative.
We understand from Mr. [redacted]’ complaint that he booked the reservation under the impression he could cancel without penalty if necessary. While Expedia does not charge a fee to cancel, any fees that the company with which we do business charges for cancellation will be passed on to the customer.
The Clift terms and conditions agreed to at the time of booking are as follows;
 
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.
 
While we understand Mr. [redacted]’ concerns, we do not see any error by Expedia and as a result, we are unable to honor the request of a refund.
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

November 30, 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 refund.   Our records indicate that on September 21, 2017, Mr. [redacted] or an authorized user of the account purchased two non-refundable, round-trip tickets online via Expedia.com, departing on March 1, 2018, from Colorado Springs, Colorado, travelling to Manila, [redacted]pines, and returning on March 30, 2018, via United Airlines itinerary [redacted].   We understand from Mr. [redacted]’s complaint that he alleges that an Expedia representative advised him that he would receive his refund in three to seven days, and is now requesting his refund.   Upon receipt of Mr. [redacted]’s complaint, we investigated the issues which were brought to our attention. We can confirm that on November 22, 2017, Mr. [redacted] contacted Expedia’s customer service to get assistance with cancelling his reservation as the United Airlines had a schedule change that did not work for him. At that time our representative cancelled his flights and advised him that his refund could take up to eight weeks. This information was reiterated to Mr. [redacted] by an Expedia supervisor as well. Our representative completed the cancellation as requested by Mr. [redacted]. In addition, the time it takes to receive said refund will depend on Mr. [redacted]’s credit card company or banking institution. We ask that he please allow at least two billing cycles.   Please note that 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. United Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope Mr. [redacted] understands that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies.   In addition, at the time of booking, Mr. [redacted] agreed to our Terms of Use, which expressly provide as follows:   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 airline or other travel 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.   Our Terms of Use further provide:   The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia Companies. The Expedia Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.   Based on the above, Expedia is unable to honor Mr. [redacted]’s refund request as the refund has been processed by United Airlines. Again, we thank you for allowing us the opportunity to address your concerns. If you have any other questions, please feel free to contact us.     Sincerely,   LaToya J[redacted] Corporate 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]

April 29, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding 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

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 reservation.  We understand Mr. [redacted] is requesting relocation.
Upon further research, we are unable to locate the itinerary number related to Mr. [redacted]’s complaint. We respectfully request that Mr. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address Mr. [redacted]’s concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

June 13, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department 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 case number [redacted]) regarding an Expedia reservation. The information provided in the customer’s comment was not linked to an account. At this time we are requesting the customer please provide the itinerary number and the email address used to make the reservation. The customer may submit the information through the complaint submission on the Revdex.com website. 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, 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

September 2, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing...

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

December 3, 2015
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 3, 2015, Mr. [redacted] booked two roundtrip flights for him and his mother to travel June 4, 2015, through July 8, 2015. On June 3, 2015, Mr. [redacted] contacted our office to advise that his mom had fallen ill and would like to cancel her flight. The Expedia representative canceled both tickets in error, however; Mr. [redacted]’s flight was reinstated. As such, he was able to take his outbound flight without incident.
According to Mr. [redacted]’s complaint, her arrived to the airport on July 8, 2015, for his return flight and was informed that he needed to pay a fee of $300.00 to board the flight, but he was not told why. He ultimately paid to return home as time was running out to make his flight.
On December 3, 2015, we contacted the airline in question Lufthansa Airlines on Mr. [redacted]’s behalf. We inquired about this issue and were not given a concrete answer as to why the $300.00 was necessary for him to return home. We were advised that Mr. [redacted] could submit an email to their customer relations team and they would determine if a refund could be issued but, we were not provided with a timeframe in which an answer would be given.
Thank you for allowing us to address Mr. [redacted]’s concerns. At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stay. While we do not view this complaint as something Expedia is responsible for, because we value Mr. [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaint.  A refund in the amount of $300.00 was issued to his original form of payment. Refunds like this typically take 3-7 business days to post to individual accounts, depending on how quickly his credit card company processes refunds.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

October 14, 2015 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia.ca Case O-[redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.ca 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.ca, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia.ca is responding to the consumer complaint from Ms. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on September 1, 2015, the customer booked a hotel reservation through Expedia.ca. Accommodations were at the [redacted] from September 4, 2015, to September 5, 2015. We understand from the complaint, the customer is requesting a refund. Expedia.ca acts only as an as a third party intermediary for travel providers such as 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’s contacted Expedia.ca at all regarding this reservation. The hotel’s terms and conditions which were agreed to at the time of booking by Ms. [redacted] and which can be found on her itinerary include: • 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. On October 14, 2015, Expedia.ca contacted the hotel directly on behalf of the customer and were advised the hotel’s phone number is available 24 hours a day. The customer did contacted the hotel on September 4, 2015, and was advised how to obtain her key however hung-up. The hotel is willing to give the customer a new reservation at no additional charge, Ms. [redacted] needing only to contact them directly. The hotel is unwilling to refund due to the “no-show” status and the hotel’s terms and conditions that the customer agreed to. 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