Expedia Inc

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: [redacted]I am rejecting this response because:  While the requested refund has been addressed, there is still not an updated itinerary available through Expedia, which is as much a part of my frustration with Expedia.  My online Expedia itinerary has information from the old trip, and the updated flight itinerary for the airline has me and my family going into San Juan on Thursday at 1:17pm and leaving at 2:14 the same day.  Clearly, that is not correct, as the trip should be Thursday - Sunday.  I did call and speak with someone about this, but the issue remains unresolved. I have no confidence in what Expedia has, in fact, booked for me.
Thank you.
Sincerely,[redacted]
Albany
ALB 5:55am
Atlanta
ATL 8:34am
Terminal S
2 h 39 m 
Delta 2352
Seat 07D, 07E, 07F | Confirm or change seats with the airline†
Layover:1 h 6 m
Atlanta
ATL 9:40am
Terminal S
San Juan
SJU 1:17pm
Terminal B
3 h 37 m 
Delta 559
Seat 30D, 30E, 30F | Confirm or change seats with the airline†
Layover:0 h 57 m
San Juan
SJU 2:14pm
Terminal B
Atlanta
ATL 6:04pm
Terminal S
Arrives on Oct 30, 2016
3 h 50 m

October 17, 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 April 16, 2016, Mr. [redacted] booked a roundtrip flight from San Salvador to Leon, Guanajuato departing on June 3, 2016, returning on June 5, 2016. 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] that he was charged $851.40 twice for the same booking. He is now requesting that Expedia refund one of the charges.
In an effort to resolve this matter, Expedia has consistently remained a liaison between Mr. [redacted] and [redacted] Airlines, we have advocated on his behalf to obtain the refund that Mr. [redacted] has requested. On October 17, 2016, we contacted the airline again and they confirm; although Mr. [redacted] had two itineraries, the ticket (#[redacted]) that was booked with Expedia has been utilized. The other ticket (#[redacted]) which was booked with the airline directly is in open status. The customer must submit his own refund request on their website [redacted].com.
We regret that we are unable to offer Mr. [redacted] with a more satisfactory response to his inquiry; however Expedia has exhausted all options and resources available to us in an effort to assist Mr. [redacted]. It is our highest recommendation that Mr. [redacted] continue to pursue this matter directly with [redacted] Airlines and his financial institution, regrettably Expedia will be unable to offer further assistance.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

Complaint Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
 
Expedia was able to review the customer’s booking session that was made on April 20, 2017. During the booking and checkout path on our website, it was disclosed that the flight was nonrefundable, non-changeable. If the customer would like a copy of the booking session, the customer will need to submit a court order subpoena.
 
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.
The customer flight is active for travel on September 24, 2017. If the customer cancels or does not use the tickets, the airline will consider the tickets as a lost value.
 
Expedia cannot honor the request to change or refund for the reservation.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Corporate 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

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] [redacted] (Revdex.com case number # [redacted]) regarding a flight.  We understand [redacted] [redacted] is requesting a full refund.
Upon further research, we are unable to locate an Expedia account related to [redacted] [redacted] complaint. We respectfully request that [redacted] [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 [redacted] [redacted] concerns.
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

August 13, 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, 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 February 15, 2015, Mrs. [redacted] booked an Expedia Vacation Package which included roundtrip flights from New Orleans, Louisiana to Cozumel, Mexico and a six-night resort stay from July 18, 2015, through July 24, 2015.
We understand from Mrs. [redacted]’s complaint that she arrived at the airport to learn that the flight she scheduled for 9:30 AM had departed at 8:00 AM. According to her complaint, she was not informed about the schedule change. Although she was provided with an airline credit for the missed flights the airline could not accommodate her until the following Monday which was two days away. As a result, Mrs. [redacted] accrued additional expenses of approximately $1,700.00, which she is seeking reimbursement for. Mrs. [redacted] eventually purchased tickets through another airline to reach her destination on the following day which also required a one-night hotel stay in New Orleans.
We have reviewed the circumstances regarding Mrs. [redacted]’s complaint. According to our records, an email was sent to inform her of the schedule change. As she missed the first night of her stay in Cozumel, we were able to process a refund of $227.52 on August 5, 2015, to the original form of payment. We are unable to offer a refund for the other expenses mentioned in the complaint based on the information that we have gathered. 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. An involuntary airline schedule change can include a change in flight numbers, departure and arrival times or operating equipment. Our records show that Mrs. [redacted]’s flight reservation was affected by minor flight time changes impacting her outbound flight. As these changes were considered minor by airline standards, Expedia accepted these changes on her behalf. We regret that she did not receive the email that we sent her regarding the change.
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

penalty amount.  December 7, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the...

Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia, Inc. is responding to the consumer complaint from [redacted]  (Revdex.com case number [redacted]) regarding a refund request.  We understand [redacted] is requesting a refund of the one night penalty fee charged by the hotel for cancellation of the itinerary. On December 7, 2015 we contacted the customer to acknowledge receipt of their Revdex.com complaint.Our records indicate on September 22, 2015 the customer accessed Expedia.com and reserved a reservation at the Customer Inn and Suites in Paramus, New Jersey to arrive on November 21, 2015 and checking out November 28, 2015.  The booking was a “hotel collect” reservation and the hotel’s stated terms and conditions,which the customer agreed to, were: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, the hotel will not return your booking amount.Cancellations or changes are subject to a hotel fee equal to 100% of the total amount paid for the reservation.On November 15, 2015 the customer contacted Expedia and asked to have the itinerary cancelled.  The customer states the hotel authorized cancellation with no penalty.  In speaking with the hotel manager on December 7, 2015 he shows no notes stating the hotel would not charge the customer and feels they were fair in that they did only charge the first night of the reservation at $142.60, rather than enforcing their terms and charging the entire $979.80.  The hotel is not willing to refund the penalty amount.  As a one-time courtesy, on December 7, 2015 Expedia processed a credit in the amount of $142.60 back to the customer’s original form of payment.  The amount of time it takes for the credit to appear in his account depends upon how quickly his 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,Roseanne G[redacted]Tier 3 Customer Service

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

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

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

December 2, 2016
 
 
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding an activity reservation.  We understand [redacted] is requesting a refund. On November 30, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on September 4, 2016, the customer self-booked an activity reservation for Full Day Cruise from Bavaro Hotels-Day at Saona Island starting on September 6, 2016. The customer is stating that due to weather issues the activity was canceled. The customer is stating they have not been refunded.
 
Upon further researching this matter, we can confirm on September 17, 2016, the customer contacted Expedia advising the activity was canceled due to the weather. The customer requested the refund. Expedia contacted the vendor; however was not able to contact the vendor.
 
On December 2, 2016, Expedia contacted the vendor on the customer’s behalf; they confirmed the activity was canceled and they authorize the refund.
 
Expedia will process the refund in the amount of $190.00 back onto the customer’s original form of payment.
 
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airline is subject to the rules and restrictions of those providers. Until Expedia receives the authorization from the vendors Expedia cannot process any refunds.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
-The message sent back from Expedia did not address the issue, please ensure that they receive my original message, along with the emails that I sent Expedia.
1. This was booked through Expedia, not Expedia for TD
2. The complaint is regarding falsely advertising the package as a 5 day vacation instead of a 4 day vacation (contacted Expedia several times through phone and email prior to departure).
3. Shuttle service was an added disappointment from Expedia, the hotel and airline were both wonderful.
4. Shuttle service was provided by WestJet, not by the hotel - Expedia's itinerary did not mention shuttle service, which led me to spend an extra $160 on a shuttle service.
Sincerely,[redacted]

October 12, 2016
 
 
Revdex.com
Alaska, Oregon, & Western Washington
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand [redacted] is requesting a refund. On October 7, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on June 21, 2016, the customer self-booked a package reservation for [redacted] and [redacted]. Travel was on [redacted] Airlines, departing September 3, 2016, from Newark, New Jersey to Dublin, Ireland with [redacted] Airlines; returning on September 8, 2016, from Dublin, Ireland to Newark, New with [redacted] Airlines. The package includes a hotel stay at the Sanymount Hotel. The package includes the Vacation Waiver. The customer is stating while on their trip [redacted] Airlines lost the customer luggage. The customer is stating that the airline has not refunded the customer for the luggage.
 
Upon further researching this matter, we have no record the customer contacted Expedia regarding this issue.
 
On October 12, 2016, Expedia contacted [redacted] Airlines on the customer’s behalf; they advised if the customer has already submitted a claim with them. The customer would need to contact [redacted] directly for the status of the claim. The customer can submit a refund request via the airline website; the customer must add all the documentation regarding the claim.
 
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.
 
Expedia cannot honor the request for the refund.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

April 24, 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 hotel reservation.  We understand the customer believes he is entitled to receive the unused residual points redeemed in a recent hotel booking.  On April 20, 2015, we attempted to contact Mr. [redacted] to acknowledge receipt of his Revdex.com complaint but were unable to reach him. Our records indicate on April 3, 2015, Mr. [redacted] self-booked a hotel reservation on the Expedia website with hotel stay at the [redacted], checking in on June 18, 2015, for one night.  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.  The cost of the booking was $159.85.   The Expedia + Rewards Program is a free rewards program available exclusively to Expedia customers. It allows for customers to earn points by booking on Expedia and redeeming them for use towards hotel and package coupons; US customers can also redeem points on flights. A full description of the Terms and Conditions of Use are provided in the following link: https://www.expedia.com/loyaltyrewards/pages/info-rewards/expediarewards/...⇄ for hotel and package coupons starts at a increment of 3,500 points for a currency value of $25.00. Program rules governing the redemption of coupons states as follows.Coupons are non-transferable and single useCannot apply coupons to taxes and fees.No refunds for points redeemed for more than needed for the booking.Coupons are valid up to one year from when the points are redeemed.Coupons cannot be replaced if the customer cancels their bookingIn reviewing Mr. [redacted] account, we can confirm the customer redeemed 42,000 points for a total coupon value of $300.00. The total cost of the reservation was $159.85. The customer applied the $300 coupon towards the reservation. As the coupon cannot be applied toward taxes and fees, the customer was charged $20.85. Based on the terms and conditions, no refunds for points redeemed for more than what is needed is allowed.  We regret Mr. [redacted] experience was not as we would have hoped. As there are no errors on Expedia’s part, we are unable to honor the request to returned the unused points.   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

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

Complaint: [redacted]
I am rejecting this response because: my email is [redacted]@yahoo.com, I currently am a gold member if that means anything? So now you can check why I wrote this complaint over my 50.00 coupon which really was my compensation for staying in a room for 2-3 days w/o heat. Then I proceed to make a new reservation with my coupon and the weather here on the coast has been dangerous so I end up cancelling my upcoming reservation and that goes smoothly but I NEVER GOT MY COUPON BACK>
Sincerely,
[redacted]

May 5, 2015 Revdex.comAlaska, Oregon & Western Washington Complaint 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 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 flight reservation.  We understand Ms. [redacted] is requesting a refund.  We are unable to contact Ms. [redacted] to acknowledge receive of her Revdex.com complaint with the information that she has provided. Upon further research, we are unable to locate an Expedia.com account related to Ms. [redacted] complaint.  We respectfully request that Ms. [redacted] provide us with the email address used to book the reservation and the itinerary number.  The requested information will enable us to appropriately address Ms. [redacted] concerns. 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 mistake was made by Expedia. Their agent admitted they had issues with their website. I am not a frequent traveler and do not know where TSA draws the line on spelling errors nor was the error something I would immediately notice. I paid Expedia for a service whether it was a direct charge or a commission paid by the airline out of my ticket cost. I expect them to hold up their end. Their response tells me I cannot count on Expedia to assist me with any travel problems that may result as part of their booking procedures. This problem was more of an aggravation than a serious issue but similar errors could leave me stranded far from home. I will not use a service I can't count on for help in resolving a problem. If $50.00 dollars means more to them than customer satisfaction I will go elsewhere and let all of my traveling friends know how little Expedia cares about them
Sincerely,
[redacted]

May 2, 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 hotel reservation.  We understand Ms. [redacted] is requesting a refund. On April 23, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 17, 2017, the customer self-booked a pay later hotel reservation for the Comfort Inn & Suites San Diego-Zoo Sea World check-in date September 1, 2017, check-out date September 6, 2017, via itinerary number [redacted]. The customer is stating that they were unaware of the cancellation policy for the reservation.
 
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.
 
Upon further researching this matter, we can confirm on March 27, 2017, the customer contacted Expedia to cancel the reservation and receive the full refund. Expedia contacted the hotel; they advised that the reservation was nonrefundable and would not authorize the refund.
 
On April 26, 2017, the customer contacted Expedia requesting the refund for the reservation. Expedia contacted the hotel; they advised that as a courtesy they would process the refund back to the customer’s original form of payment.
 
On May 2, 2017, Expedia contacted the hotel; they advised that the refund was issued on April 26, 2017.
 
Since the hotel has process the refund Expedia cannot honor the request for the 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