Expedia Inc

Dear Revdex.com,
 
We refer to your email to us in relation to a complaint of [redacted] concerning the reservation booking on Expedia.co.nz (Itinerary No. [redacted]).
 
We have reviewed this case and understand that Mr. [redacted] claimed to have full refund of the flight reservation for his son.
 
As per our investigation, we concluded that Mr. [redacted] booked a return flight for his son ([redacted]) from Auckland to New Delhi (via Kuala Lumpur) dated 24th Oct’16 to travel on 25th Oct’16.
On 20th Jan’17, the customer sent an email stating that he wanted to speak with the customer support team in regards to the refund.
On 21st Jan’17, our customer support team responded to the customer’s email requesting to share the booking details.
22nd Jan’17, the customer sent another email complaining that the airlines did not allow his son to travel because there was one more stopover in Australia (Auckland – Australia – Kuala Lumpur – New Delhi) and the passenger did not have the transit visa for Australia.
23rd Jan’17, the customer services replied to the customer informing that the ticket purchased was with low cost carrier and we do not have control over such bookings. Therefore, the customer services team requested the customer to contact the airlines directly.
 
We found that the transit point for Australia is not reflecting in the booking confirmation sent to the customer. Hence we spoke with the airlines and they informed that the flight route was via Gold Coast, Australia and they did not allow the customer to travel due to not having the transit visa.
 
We spoke with Mr. [redacted] and informed him that we will process the full refund of flight booking for the amount of NZ$ 1147.46 to the original form of payment and same should be credited within next 5-7 working days.
 
Also, we have raised this issue with the concerned team to avoid future escalations of similar nature.
 
Please share our investigation details with Mr. [redacted].
 
Thanks,
Arun K[redacted]
Priority Customer Escalations Agent, APAC-EMEA | Expedia, Inc. |

July 23, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
 
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
The tickets Mr. [redacted] purchased are roundtrip fares; to determine the unused base fare on a roundtrip fare, the used flights must be re-priced as if they had been sold as one-way fares. Regrettably, after repricing the outbound portion on Mr. [redacted] tickets, Expedia determined that there will be no remaining value on his tickets if he cancels or tries to exchange his return flights.
As mentioned in our previous response, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. [redacted] is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card). We hope you understand Expedia must adhere to the policies dictated by the airlines.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
 
Sincerely,
 
Lidiya N[redacted]
Tier 3 Customer Service?

September 3, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight cancellation with refund request.
 
Our records reflect on August 26, 2017 the customer accessed Expedia.com and self-booked itinerary #[redacted]for a round trip flight aboard low cost carrier EasyJet departing from Nantes, Italy on September 23, 2017 to London, England, returning September 25, 2017. 
 
We further show that the customer contacted an Expedia agent on August 26, 2017, within a few hours of booking, requesting to cancel the itinerary and receive a refund.  Our agent directed the customer to EasyJet Airlines as Expedia is prohibited by the airline from servicing the low cost carrier’s bookings.  For flight itineraries, the airline is the merchant of record, and the party who charges the customer’s credit card.  Therefore, only the airline can make a refund.  With flights that are refundable, and cancelled within 24 hours of booking, the charges are most often held as pending authorizations, and the funds not withdrawn by the airline until the 24 hour period has expired.  Pending authorizations are placed by the customer’s bank and usually drop off within 3-5 business days, if the vendor does not debit the account. 
 
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.  The customer was advised of EasyJet terms of use which require the customer to contact the airline directly for any changes or cancellations.
 
Expedia, Inc. Website Terms of Use states in part:
 
http://www.expedia.com/p/info-other/legal.htm
 
This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement"). Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in court. You should also read our Privacy Policy, which also governs your use of the Website. By accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall apply. If you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents.
 
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners 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.
 
 
Expedia does provide terms of use that the customer agreed to, and also advised the customer, when they contacted Expedia Customer Service, of the policy EasyJet requires both Expedia and the customer to follow to service their itineraries.  EasyJet was the merchant of record so any refund or release of pending charges would be resolved between EasyJet and the customer, per EasyJet terms.
 
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 Corporate Customer Service

August 23, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] [redacted] (Revdex.com case number [redacted]) regarding their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed from the airlines to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: My husband and I both spoke with the airline and the hotel and they agreed to process a full refund.  This is not acceptable.  We were not aware of non-refundable tickets and non-refundable hotel. 
Sincerely,
[redacted]

January 3, 2017
 
 
Revdex.com
[redacted], Oregon, & Western Washington
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package reservation.  We understand Mrs. [redacted] is requesting a refund. On December 25, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on July 13, 2016, an agent assisted the customer book a package reservation for [redacted], and [redacted]. Travel is on [redacted] Airlines, departing January 12, 2017, from Seattle, Washington to Lihue, Hawaii; returning on January 13, 2017, from Lihue, Hawaii to Seattle, Washington. The package includes a hotel stay at the [redacted] check-in date January 12, 2017, check-out date January 13, 2017. The package includes a car rental with [redacted] in Lihue, Hawaii pick-up date January 12, 2017, drop-off date January 13, 2017. The package includes the Package Protection Plan and the Car Rental Insurance. The customer is stating the agent that assisted them entered the incorrect return dates for the reservation. The customer is stating the dates should have been for January 12, 2017 to January 19, 2017. The customer is stating they have already corrected the dates for the hotel, flight and the car; however the customer is requesting the refund for the additional cost for the corrections.
 
Upon further researching this matter, we can confirmed on December 20, 2016, the customer contacted Expedia advising the dates for the trip were incorrect and that the return date should be for January 19, 2017, and not for January 13, 2017. Expedia advised the customer that they were sent the emailed confirmation on July 13, 2016.
 
We advised the customer that Expedia could no longer listen to the call recording on July 13, 2016. Expedia advised the customer, we could process the exchange; however the customer would be responsible for the additional cost. The customer agreed.
 
Expedia refunded the customer for the change fee that was imposed by [redacted] Airlines due to the Package Protection Plan in the amount of $375.00. Expedia could not change the hotel and car rental as the dates were no available.
 
On December 29, 2016, Expedia contacted the customer and spoke with Mrs. [redacted]. The customer advised Expedia they have already corrected the dates directly with the hotel and the customer booked a different car rental for the other dates the customer needed. Expedia requested the customer to submit a receipt for the reservation for Expedia to review.
 
Expedia did receive the information from the customer. In reviewing the customer’s account the flight was exchanged by Expedia on December 20, 2016. Expedia did refund the customer for the exchange fee in the amount of $375.00 on to the original form of payment.
 
As a one-time courtesy Expedia will refund the customer in the amount of $1,462.12. Expedia strives to provide the highest level of customer service. We regret any inconvenience this may have caused and would like to assure you that your business is important to us.
 
Going forward we request that the customer review the emailed confirmation when booking with an Expedia agent or self-booking.
 
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 28, 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.
We understand that Mr. [redacted], the son of the passenger Ms. [redacted], contacted Expedia on April 5, 2016, to utilize an airline credit with Jet Blue. He eventually reached a representative who assisted him with the booking. He later discovered that the booking had been canceled. He later changed his request to a refund request.
We apologize for any inconvenience related to this issue. It is never Expedia's intent to mislead or to inconvenience our clients, and we are sorry if Mr. [redacted] feels we have done so.
Upon further review, we can confirm that on April 14, 2016, a refund was issued in the amount of $958.36, to the original form of payment. Refunds like this usually take 3-7 business days to post.
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 3, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
 
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business...

Bureau allowing us time to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint for Mr. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on July 13, 2015, Mr. [redacted] self-booked a flight reservation with travel insurance for two travelers using Expedia’s website, itinerary [redacted]. Travel is with [redacted] from Chicago, IL to Cancun, Mexico, departing on August 22, 2015, and returning on September 3, 2015. We understand Mr. [redacted] is requesting to change the date of his return flight.
We have verified that Mr. [redacted] contacted Expedia in regards of this issue. The assisting representatives contacted the airline on his behalf; regrettably, they were advised that the requested change cannot be processed.
By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation is completed the booking details are displayed for confirmation. In addition, at the time of booking the customers agree that they have read and accept the applicable Rules and Restrictions of their booking and the Terms of Use and the Privacy Policy of Expedia’s website. We have verified that at the time of booking Mr. [redacted] agreed to the following airline imposed rules and restrictions:
Tickets are non-refundable and flights cannot be changed.
Please read important information regarding airline liability limitations.
Prices do not include baggage fees or other fees charged directly by the airline.
 
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. We hope you understand we must adhere to the policies dictated by the airlines.
In respect to the travel insurance the customer purchased with this booking, the plan coverage, claim instructions and terms of coverage were all provided at the time of booking. If the customer wishes to submit a claim we suggest that he follows the instructions provided with his reservation. For more details about the travel insurance please click on the following link:
http://www.expedia.com/daily/promos/travel_protection_plans/total_protection.asp...⇄ /> While we regret Mr. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to change the customer’s itinerary.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
 
Sincerely,
 
Lidiya N[redacted]
Tier 3 Customer Service

October 11, 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 July 19, 2017, Ms. [redacted] booked an Expedia Vacation Package which included roundtrip flights from Newark, New Jersey to Montego Bay, Jamaica and a four-night stay at the Holiday Inn Resort from August 5, 2017, through August 9, 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 Ms. [redacted]’s complaint that she is requesting a refund of $2,165.40, because she called on July 20, 2017, and requested to cancel the entire package. According to Ms. [redacted], she contacted our office within the voidable period (24 hours from booking) and was told that she would receive a refund within 5-7 business days. Since the refund did not appear in her account, she says she disputed the charges with Citi Card. She also contacted our office and spoke to a manager. She claims that she was informed by the manager that the matter was not handled correctly on July 20, 2017, and instructed her to dispute the charges with her credit card company.
According to our records, we received a call on July 19, 2017, from Ms. [redacted]. At that time, she inquired about cancelling her package but, did not request it at that time. On August 2, 2017, we received another call from Ms. [redacted] and this time she asked to cancel the package for medical reasons. The request was processed but, Ms. [redacted]'s refund request was not honored because she had missed the void period. Had she called back by July 20, 2017, we would have been able to refund the flights and the hotel. On August 3, 2017, Ms. [redacted] contacted our office stating that she called us on July 20, 2017, to cancel the booking within the voidable period. She asked that we pull the call recording. Per our records, we did not receive a call on July 20, 2017, but we were able to listen to the call recording from July 19, 2017. Ms. [redacted] asked many questions about the cancellation policy and it was explained to her that she could call back by July 20, 2017, and cancel the entire package. If canceled by then she would receive a full refund. She did not request to cancel until July 2, 2017.
We have since noticed however; that when Ms. [redacted] called on July 2, 2017, to cancel her package, the hotel portion of her package had not yet reached the penalty phase. As a result, it was still refundable. As such, on October 11, 2017, we processed a refund of $886.68 to the original form of payment. Ms. [redacted] and her travel companion now have an airline credit valued at $603.61 per passenger. A $200.00 rebooking fee is due at the time of booking. The airline credits are valid through July 18, 2018.
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 19, 2015
Revdex.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

May 26, 2015 Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O-[redacted]Dear Revdex.com,Thank you for allowing us to address [redacted]’s concerns. At Expedia, we takecustomer complaints and feedback seriously, and are committed to providing ourcustomers a great experience from booking to stay. Because we value Ms. [redacted]as a customer and regret the experience she reports, we issued a travel couponvalued at $50.00 because we were unable to conclude that she was overcharged byExpedia. We also contacted the [redacted], and confirmed that the reservation was utilized in full. Assuch, we are unable to offer a full refund for this booking. We thank you for allowing us the opportunity to address the issues that werebrought to our attention. If you have any further questions or concernsregarding this matter, please feel free to contact us. Sincerely,Marlon J[redacted]Tier 3 Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

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]

July 26, 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

May 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 for Ms. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on April 16, 2015, the customer booked a flight reservation for two travelers with the assistance of an Expedia representative; itinerary [redacted]. Travel was with [redacted] from Chongqing, China to Newark, New Jersey, departing on April 27, 2015, and returning on July 20, 2015. On April 20, 2015, the customer contacted Expedia and cancelled the reservation. Ms. [redacted] states the booking agent did not advise her that the names on the reservation need to be as displayed on the travelers’ passports and is requesting a full refund as the tickets cannot be utilized.
We have verified Ms. [redacted] contacted Expedia multiple times regarding this issue; her calls were escalated to Expedia’s Corporate Customer Service team. Our representatives researched the issue and verified that at the time of booking the assisting agent requested the names of the travelers as they appear on their passports. In addition, he spelled the provided names for Ms. [redacted] prior to completing the booking and she agreed they were correct.
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card). We hope you understand we must adhere to the policies dictated by the airlines.
While we regret any inconvenience this matter has caused, we do not see an error on Expedia’s behalf. As a result, we are unable to provide a refund or compensation regarding this matter.
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,
 
[redacted]
Tier 3 Customer Service
 %

April 24, 2016
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate...

the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding an airline fee refund request.  We attempted to contacted the customer to acknowledge receipt of their Revdex.com complaint and also request some further information from her.
Our records indicate on September 20, 2016 [redacted] booked itinerary #[redacted] for a flight aboard Trahsaero Airlines in Russia.  Before her departure the customer was notified that her flights had been cancelled and she would receive a refund.  As is required by banking regulations, the airline refunded the customer back to her original form of payment.  The customer’s American Express Card had expired and she had been issued a new one with a new expiration date. Because this replacement happened during the time Transaero Airlines was refunding her, American Express rejected the credit that was issued to the old card.  Transaero, in the process of closing out their company accounting, still showed the ticket as being in a refunded status when Expedia attempted to assist the customer. 
As we are no longer able to reach Transaero Airlines to attempt to secure a second refund for [redacted] Expedia has decided to make a one-time courtesy refund from our company to [redacted].  We attempted to reach her by phone today to obtain the information on the new American Express Card so we could process the credit, however we have not yet reached her. Expedia will continue to reach out to the customer until we are able to process the refund in the amount of $884.70.  We’ve also sent [redacted] a direct email requesting that she provide us with the best time to reach her by phone to conclude this matter.
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

Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by...

our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel.  We understand Mr. [redacted] is requesting a refund.
Upon further research, we are unable to locate the itinerary number for the hotel reservation. The requested information will enable us to appropriately address Mr. [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 9, 2016
 
 
 
Revdex.com
Alaska, Oregon & Western Washington
 
 
Complaint Department
Re: Expedia Case #: O-[redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact [redacted] regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package reservation.  We understand [redacted] is requesting for compensation. On August 2, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on June 22, 2016, an agent assisted the customer book two package reservations. The first reservation is for [redacted]. Travel was on United Airlines, departing July 28, 2016, from Los Angeles, California to Cancun, Mexico; returning on August 4, 2016, from Cancun, Mexico to Los Angeles, California. A hotel stay at the Great Parnassus Family Resort-All Inclusive, check-in date July 28, 2016, check-out date August 4, 2016. Itinerary Number: [redacted].
 
The second reservation is for [redacted] and [redacted]  Travel was on United Airlines, departing July 28, 2016, from Los Angeles, California to Cancun, Mexico; returning on August 4, 2016, from Cancun, Mexico to Los Angeles, California. A hotel stay at the Great Parnassus Family Resort-All Inclusive, check-in date July 28, 2016, check-out date August 4, 2016. Itinerary Number: [redacted]. The customer is stating the agent who assisted them book the reservation entered one of the traveler’s last name incorrectly.
 
Upon further researching this matter, we can confirm on June 22, 2016, the customer contacted Expedia, advising that the agent who assisted them book the reservations entered the last name incorrectly for Ingrid. The customer advised the last name should be [redacted]. Expedia advised the customer the best option would be to cancel and rebook the package reservation for itinerary number [redacted].
 
Expedia advised the customer the hotel would be refunded and the timeframe would be up to 5 to 7 business days, and the pending authorization for the airline tickets would fall off up to 24 to 48-hours. The customer agreed and requested the refund to be expedited. Expedia advised the customer we could not expedite the refund timeframe, the customer understood.
 
The customer requested for both package reservations to be canceled and refunded. Expedia voided all the airline tickets and refunded the customer for the hotel bookings.
 
In reviewing the customer’s account, the customer was refunded on June 22, 2016, in the total amount of $6,573.72. Expedia apologize for any inconvenience this may have caused and would like to assure you that your business is important to us.
 
Since the customer was refunded in full for both reservations. Expedia cannot honor the request for the compensation.
 
Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue further
 
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

June 6, 2017
 
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate...

the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package reservation.  We understand Ms. [redacted] is requesting a full refund. On May 30, 2017, we received receipt of the Revdex.com complaint.
 
On June 2, 2017, Expedia sent an email to [redacted]@gmail.com; which is linked to the customer’s account requesting that the customer send the original confirmation email that was sent on June 24, 2016. Expedia request that the customer also send a copy of the billing statement reflecting the charges for each booking.
 
The customer can send the information via the Revdex.com link.
 
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

Complaint: [redacted]I am rejecting this response because: Refund amount owed by Expedia is $43.54 (172.48 - 128.94) where as the refund processed for whatever reasons is just 24.94. Either an explanation is required about how 24.94 was arrived at or else claimed amount of $43.54 to be refunded. 
Sincerely,[redacted]