Expedia Inc

March 15, 2016
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Expedia Case: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] [redacted]. We regret to hear [redacted] [redacted] did not accept our response.
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. As you may know, whenever an itinerary is purchased on Expedia.com, we act as the agent between the client and the vendor. The vendor providing the service provides all the rules and regulations that governed any transactions made on our website. We understand in this case that the insurance that we offered was not accepted by the car rental company; as such we issued a refund of $99.00 to cover the expense. We would like to apologize for the inconvenience that Mr. [redacted] may have experienced, and for any lack of service that he may have received while trying to resolve his issue. It is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr. [redacted] feels Expedia has done so.
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

September 28, 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 [redacted]. We regret to hear Ms. [redacted] did not accept our response.
After further review, we have confirmed on August 22, 2015, one of two sets of tickets was refunded to Ms. [redacted]’s original form of payment. The second set of tickets had not yet been refunded. On September 28, 2015, our office issued a refund in the amount of $851.30 to Ms. [redacted]’s original form of payment. Refunds like this usually take between 3-7 business days to post to individual accounts, depending on how quickly her credit card company processes refunds. We apologize for the delay in addressing this issue.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: 
The business asked for the itinerary number, it is [redacted]Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
we were not informed of fees by phone booking agent only used the car for airport to hotel because of insurance concerns. Contacted Expedia 4 times during trip and was hung up on once and placed on hold for 20 minutes plus 3 times. We requested expidiated service as we were in the middle of a situation with the rental car and was hung up on. We booked on the phone we got the wrong room, a delayed flight and a messed up rental car. We were hit with hundreds of dollars worth of unmentioned fees  and our  vacation was ruined. You may see that we have used Expedia dozens of times.  A practice we can I'll excercize no more. You saying your not responsible does not make it right. I have all of my he corropondens of this transaction and will be posting it word for word on trip advisor, yelp, travel magazine blog, Facebook and any other her media source said hat will tak it and I will post this with my cooking blog every time I post a new recipe for my three hundred or so followers. My wife and I travel 3 times a year as do most of my followers. You may also notic that I hav cancelled a trip we booked through you for March of next year. I sincerely hope that the $200 I was looking to be refunded was worth it to your company. Just the trip I canc pled cost you $636. Sincerely,[redacted]

October 7, 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 time...

to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Ms. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. On October 7, 2016, Expedia processed 3 refunds in the amount of $311.16 each for the 3 rooms being refunded back to the customer’s original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refunds.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: information about this particular deposit is not only not located in the same area I which the other terms and conditions are located, but is also very conflicting as there is clear mention of a 100 deposit not any other deposit. I have specifically and repeatedly  requested that a review of the call be made as I was made an offer of $100 credit if I opted to cancel. I was transfered to a supervisor and I advised that I would accept the credit and cancel due to all of the disrespectful treatment and hassle but was then told that there was no not of this offer. I again request and a review of the call be made and this offer granted. Expedia has made promises and failed fulfill thise promises. 
Sincerely,
[redacted]

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]

June 16, 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 the Expedia account.  We understand Mr. [redacted] is requesting a refund. On June 8, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on May 21, 2017, an agent assisted the customer or an authorized user of the account book a one-way flight reservation. Travel was on Delta Airlines, departing May 21, 2017, from Atlanta, Georgia to Columbus, Ohio. The customer is stating that his Expedia account was hacked and that his Expedia reward points were redeemed for the flight. The customer is stating that he did not authorize the reservation or to redeem the points.
 
Upon further researching this matter, we can confirm on May 25, 2017, Mr. [redacted] contacted Expedia advising that his account was hacked and that his reward points were used without his authorization. Expedia forward the information to our loyalty team to research and that they would contact the customer.
 
Expedia has reached out to our loyalty team; they are still working on the customer’s account and that; they will contact the customer regarding the reward points that were used. Please note that only the loyalty team can adjust or refund the points to the customer.
 
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

August 22, 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 Ms. [redacted] is requesting a refund. On August 11, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect March 16, 2016; the customer self-booked a package reservation for [redacted], [redacted] and [redacted]. Travel was on Dynamic Airways, departing June 30, 2016, from New York to Cancun, Mexico; returning on July 7, 2016, from Cancun, Mexico to New York. A hotel stay at the Grand Riviera Princess All Suites Resort & Spa All Inclusive, check-in date June 30, 2016, check-out date July 7, 2016. The package also includes a roundtrip shuttle. The customer is stating due to an airline schedule change their flight was canceled; however the customer has not been refunded for the flight.
 
From time to time and for a variety of reasons, airlines issue schedule changes.  We understand that these changes can be inconvenient, time consuming and not customer friendly.  However, 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.  Dynamic Airways 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. Expedia has no control over when or how often an airline initiated schedule change occurs.  Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
 
Only the airline can make changes to a customer’s flights.  These changes are not related to the type of ticket that was purchased or the company they were purchased from.  Airlines rarely tell travel agencies why they make a change.  Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues.
 
Upon further researching this matter, we can confirm on May 11, 2016, the airline sent a notification of an airline schedule change. An automated email was sent to the customer. We can confirm there were two more additional airline schedule changes. One on May 15, 2016, and July 7, 2016.
 
On May 16, 2016, the customer contacted Expedia regarding the airline schedule change. Expedia contacted Dynamic Airways; they advised there were two options for the customer. The customer can change the flight date one day before or after the departure of June 30, 2016, or the customer can cancel the flight and Expedia can submit the refund request. The customer requested to cancel the flight and process the refund.
 
In reviewing the customer’s account, on May 16, 2016, Expedia submitted the refund request to Dynamic Airways; however the airline has not authorized the refund request to date.  
 
Once Dynamic Airways, replies to Expedia we will contact the Revdex.com and the customer.
 
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. Expedia was not the merchant of record or the company that received the funds.  Until Dynamic Airways authorizes the refund, Expedia cannot honor the request for the refund.
 
If the airline does authorize the refund Dynamic Airways will process the refund back on to the original form of payment. Expedia cannot expedited the refund timeframe from the airlines.
 
 
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 21, 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 6, 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 hotel reservation.  We understand Ms. [redacted] is requesting a refund. On April 18, 2016 we received the receipt of her Revdex.com complaint.
Our records reflect on April 13, 2016, the customer self-booked a hotel reservation, using Expedia.com.  The hotel stay was at the Ocean Dunes Resort & Villas, check-in date April 14, 2016, check-out date April 16, 2016.  The customer is stating that once she arrived at the hotel, it was not what it looked like online. 
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. Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation.  This gives Expedia the opportunity to provide an appropriate resolution.
Upon further researching this matter, we can confirm on April 14, 2016, the customer contacted Expedia, advising the hotel was not clean and has no power in part of the room.  Our agent contacted the hotel, who advised they will refund the customer for the unused nights; however will be charging her for the first night stay. Our agent advised the customer, she agreed.
Expedia regrets any inconvenience that may have occurred and would like to assure you that your business is important to us.  We appreciate the opportunity to address this issue. As a one-time courtesy, Expedia will refund the customer in the amount of $95.64.
The timeframe will be 5 to 7 business days.
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

Complaint: [redacted]I am rejecting this response because:
Because my claim is not against the [redacted] hotel but against Expedia. I do not believe that the hotel bears any Expedia’s deceptive practices. When we arrived at the [redacted], at night, after 6-hour drive from New York to Vermont, on Columbus Day weekend, the front desk had no record of our reservation. The receptionist searched their data base for my booking. My name was not in their data base. I was present, standing right behind her, and could see the computer screen. I did not see name reservation either. There was no reservation made for me. Expedia assured me, via email on 10/1/15, right after I made a payment of $598.28 to Expedia, “Your reservation has been confirmed. No need to reconfirm.” I entirely relied on Expedia’s (mis) representation.  I do not believe that the hotel had a problem with their boiler, furnace or anything as Expedia now claims. It was full-house and there were at least two other families in the same situation as us who had booked their rooms through Expedia and Expedia (after collecting payment) made no reservation on our and their behalf. The front desk advised us something to the effect “that since [redacted] and Expedia merged, it has nothing but a disaster”. Apparently this type of deceptive practices is not uncommon when guests book through Expedia.  It was my first experience with Expedia and I was unaware. After we found ourselves without a room, at night, far from home on a Columbus Day weekend, I attempted to contact Expedia on various occasions, via phone and their web. I did so also after I got back to NY. All to no avail. It was not until 10/16/2015 when I eventually received a communication from Expedia, only to inform me that they “advocated my case” with the hotel and that the hotel refused to reimburse me. With all due respect, neither requested Expedia to be my advocate nor do I believe that the hotel bears any responsibility for Expedia failure to make a reservation on my behalf. It is Expedia who made false representations to me about my reservation, not the hotel. I do not accept Expedia’s offer of crediting my “Expedia account” with $100.00 for future purchases instead of crediting my credit card I paid Expedia with. I do not have an account with Expedia, nor do I wish to book through Expedia again unless Expedia is accountable for the deception, money I lost and ruined vacation time. I paid $598.28 for two night ($299.13/night) in a cozy hotel in the center of Stowe and ended up staying in a disgusting, unsanitary place instead for $598.28. No other choice was available. The room at [redacted] was dirty,  had a malfunctioning toilet, with water and whatnot all over the floor, malfunctioning sink, layers and layers of old dust, gaps in the walls were such that one could not only smell and hear, but actually see the occupant next door. I did not and would have never agreed to spend $598.28 to stay in that disgusting place if it wasn’t because of Expedia’s failure to make a reservation on my behalf.  I believe I am entitled to be reimbursed by Expedia.
 
 
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: It is apparent that Expedia can claim that their records indicate anything without actually showing proof, or showing anyone the records. This will be another claim against them that could easily be resolved and will result in the further decline of their business. Sincerely,[redacted]

To Whom It May Concern:I have NOT RECEIVED a refund! I only received a $106, not a refund in full nor availability to re-use the ticket as promised via Email. Sincerely, [redacted]Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] Again, attached is response from [redacted]Mr. [redacted],first my apologies if I have misspelled your name as this is how it was given me by Ms. [redacted] (writing not in capital letter her last name as so is showing professionally yet officially on Emails to customers).Secondly, I would like to present you her letter to me from April 9th, 2015, which she denies she wrote nor has.Dear Ms [redacted], Thank you for flying with [redacted]! As per our conversation with the travel agent this email is to inform you about the conditions of the rebooking of your ticket. All the details are already confirmed by Expedia after checking with you. Our supervisor exceptionally allowed you to change the date of travel without paying penalty as long as ticket is exchanged within ticket validity. That is until the 12-th of March 2016. The new flights should be flown by that time.  Whenever you are ready to travel please contact Expedia again, inform them about new dates. They will be able to check the price for you. All they need from us is a waiver code to be able to process transaction on their side. You do not need to call us anymore. Expedia will be able to take care of all the changes.  Best regards, [redacted] Customer Service Center USA [redacted] Reservation USA: [redacted]comwww.[redacted].com "As for third point I have spend endless hours on the phone, mostly on hold, with [redacted] trying to proceed with the above mentioned option to use my unused previous ticket from April 10th, but like with a magic stick nobody know anything about it even with the above clear documentation.After literally hours and hours and days I might add, I was promised refund of the ticket instead. I have received $106.04, does that seem like a refund to you for a ticket over $1,000?[redacted] told me that I must have specifically spoken to you, in which case please pay attention to your own words and since all the conversations are recorder for customer learning purposes, please rewind some for you as you promised (and/or other manager if [redacted] is blaming only you) to refund the rest of the ticket to the card it has been purchased with. I have not received any.I have several times mentioned that I'm willing to pay a difference between a ticket purchased then and now if needed, but I will not buy a new ticket for a full price again especially not with your [redacted] if treated this way.Please, either comply with [redacted] letter and/or with your promise of full refund to this matter. I appreciate IMMEDIATE resolution as it's ruining my plans of travel and travel dates. I have already been forced to report you to Revdex.com, but I will have to take matters to even higher levels if necessary. I hope you will give it a deep consideration and also please advise your employee to stop laughing out loud at the customer in the back on of the phone. Thank you in advance and I'm looking forward your response.Sincerely,[redacted]@gmail.comP.S. The unprofessionalism on [redacted] part has truly shocked me. Besides hanging up me, laughing with others and putting me on hold thinking I didn't hear it first, I'm stunned. My manager would have a serious talk with me if consequences of my actions would not be even punishable much harsher.  Reply Forward[redacted] <[redacted]@gmail.com> Jul 27 (2 days ago)to [redacted]I will NOT accept your E-mail saying that you will NOT refund my original ticket NOR let me re-use it. AGAIN, I'm sending you an E-mail I have received confirming the ability to use it up to March 12, 2016. I have already submitted my correspondence with you and Ms. [redacted] to the court and will let you know when you will need to appear in person and/or how you will have to respond to them. This action wouldn't be necessary if your company would comply with a written promise to me. Please take this action seriously as you left me no other option.As per Ms. [redacted], I have a right to re-use the ticket! Have no idea why you are changing the rule after she made it clear in writing!Sincerely,[redacted]---------- Forwarded message ----------From: [redacted] <[redacted]@gmail.com>Date: Tue, Jul 21, 2015 at 3:37 PMSubject: To Mr. [redacted] (Please execuse if spelling is incorrect)To: [redacted].comMr. [redacted],first my apologies if I have misspelled your name as this is how it was given me by Ms. [redacted] (writing not in capital letter her last name as so is showing professionally yet officially on Emails to customers).Secondly, I would like to present you her letter to me from April 9th, 2015, which she denies she wrote nor has.Dear Ms [redacted], Thank you for flying with [redacted]! As per our conversation with the travel agent this email is to inform you about the conditions of the rebooking of your ticket. All the details are already confirmed by Expedia after checking with you. Our supervisor exceptionally allowed you to change the date of travel without paying penalty as long as ticket is exchanged within ticket validity. That is until the 12-th of March 2016. The new flights should be flown by that time.  Whenever you are ready to travel please contact Expedia again, inform them about new dates. They will be able to check the price for you. All they need from us is a waiver code to be able to process transaction on their side. You do not need to call us anymore. Expedia will be able to take care of all the changes.  Best regards, [redacted] Customer Service Center USA[redacted] Reservation USA: [redacted].comwww.[redacted].com "As for third point I have spend endless hours on the phone, mostly on hold, with [redacted] trying to proceed with the above mentioned option to use my unused previous ticket from April 10th, but like with a magic stick nobody know anything about it even with the above clear documentation.After literally hours and hours and days I might add, I was promised refund of the ticket instead. I have received $106.04, does that seem like a refund to you for a ticket over $1,000?[redacted] told me that I must have specifically spoken to you, in which case please pay attention to your own words and since all the conversations are recorder for customer learning purposes, please rewind some for you as you promised (and/or other manager if [redacted] is blaming only you) to refund the rest of the ticket to the card it has been purchased with. I have not received any.I have several times mentioned that I'm willing to pay a difference between a ticket purchased then and now if needed, but I will not buy a new ticket for a full price again especially not with your [redacted] if treated this way.Please, either comply with [redacted] letter and/or with your promise of full refund to this matter. I appreciate IMMEDIATE resolution as it's ruining my plans of travel and travel dates. I have already been forced to report you to Revdex.com, but I will have to take matters to even higher levels if necessary. I hope you will give it a deep consideration and also please advise your employee to stop laughing out loud at the customer in the back on of the phone. Thank you in advance and I'm looking forward your response.Sincerely,[redacted]gmail.comP.S. The unprofessionalism on [redacted] part has truly shocked me. Besides hanging up me, laughing with others and putting me on hold thinking I didn't hear it first, I'm stunned. My manager would have a serious talk with me if consequences of my actions would not be even punishable much harsher. Reply Forward[redacted] <[redacted]@gmail.com> 5:28 AM (8 hours ago)to [redacted].usa I have had to escalate my request to your headquarters. Please pay attention to your own Email promising me a ticket up to March 12, 2016.Sincerely,[redacted]

July 20, 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 Revdex.com consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding the flight insurance waiver.  We understand the customer is stating a refund has not been received for the travel insurance.  On July 14, 2015, we were able to speak with [redacted] to acknowledge receipt of his complaint and did confirm the refund in the amount of $54.00 has been received. 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 were happy to assist [redacted] in voiding the flights within 24 hours of the original booking date which qualifies him for a full refund of the cost for the flights as well as the insurance.  We apologize for any difficulty the customer may have experienced while contacting us to resolve his concerns. We thank you for allowing us 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

Complaint: [redacted]I am rejecting this response because:
Expedia did offer to rebook the flight for us but wanted an additional $5900, which we could not afford.  They left us absolutely no option except to book the flight ourselves with [redacted] Airlines  for $1700.  [redacted] had no problem booking the minor on the flight because her family already had tickets for the flight, they merely linked their tickets and she was allowed to travel with her original party.  Out of all the customer service representatives I spoke to over the two to three week period, not one explained the cancellation and rebooking policy to me.  They all kept telling me we could correct the name.  I couldn't understand most of them because of accents  and they seemed to have a hard time keeping a connection.  In my personal opinion Expedia uses these tactics not to provide service but to  squeeze more money from it's customers.  They might think their responsibility is resolved because they insulate themselves with off shore customer service representatives but I want to assure them they will never get any of my business or my friend or family business again.  I am aware of the many businesses they are associated with and provide operations for so I will never use them again either.  Thank you for your assistance.  I will try another route. 
PS:  The family that visited us from Italy had a wonderful Christmas and New Years for their first trip to the U.S.A., no thanks to Expedia.  Sincerely,[redacted]

August 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 regarding an issue from...

our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Ms. [redacted] is requesting a refund.  On August 9, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 13, 2016, the customer self-booked a multi flight reservation. Travel is on Alaska Airlines/China Southern Airlines, departing October 25, 2016, from Portland, Oregon to Guangzhou, China. Then departing October 27, 2016, from Guangzhou, China to Siem Reap, Cambodia. Then departing October 30, 2016, from Siem Reap, Cambodia to Kathmandu, Nepal; returning on November 16, 2016, from Kathmandu, Nepal to Portland, Oregon. The reservation also includes the Expedia Stress Free Flight Protection. The customer is stating was only aware of one airline schedule change. The customer is stating they have not received the email confirmation for the flight reservation.
 
From time to time and for a variety of reasons, airlines issue schedule changes.  We understand that these changes can be inconvenient, time consuming and not customer friendly.  However, 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.  China Southern Airlines is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Expedia has no control over when or how often an airline initiated schedule change occurs.  Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
 
Only the airline can make changes to a customer’s flights.  These changes are not related to the type of ticket that was purchased or the company they were purchased from.  Airlines rarely tell travel agencies why they make a change.  Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues.
 
Upon further researching this matter, we can confirm on April 25, 2016, the airline sent a notification of an airline schedule change. The customer was sent an automated email. Expedia can confirm there were three more notifications of an airline schedule change. One on July 13, 2016, July 19, 2016 and July 22, 2016. The customer was sent an automated email for each airline schedule change.
On July 22, 2016, the customer contacted Expedia regarding the airline schedule change. Expedia proved the flight option from China Southern Airlines, the customer agreed.
 
On August 3, 2016, the customer contacted Expedia regarding they have not received the email confirmation for the exchanged flight. Expedia advised the customer the airline did not confirm the exchanged flight. Expedia provide the customer with the flight option from China Southern Airlines, the customer agreed.
 
In reviewing the customer’s account the flight is active for travel on October 25, 2016 with China Southern Airlines. Based on the airline policy with China Southern Airlines. The ticket is nonrefundable.
 
Expedia has reviewed the call recordings for July 22, 2016 and August 3, 2016, our agents did recap the flight details to the customer.  The customer did agree, each time the flight details were correct. If the customer needs to make a change to the flight they will be responsible for the change fee of $125.00; plus any fare difference.
 
Expedia cannot provide an updated itinerary at this time; however the customer can view the flight information on the airline website. The customer can also contact China Southern Airlines and they will be able to send an updated itinerary to the customer.
 
We hope the customer understands Expedia has no control over when or how often an airline initiated schedule change occurs. Since the ticket is nonrefundable and China Southern Airlines is the merchant of record.
 
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, 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

September 14, 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
 %3

November 15, 2016
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Thank you for forwarding the Revdex.com consumer rebuttal from Ms. [redacted]. According to Ms. [redacted]’s rebuttal, Expedia should have alerted the passenger about the canceled flight and is requesting a refund as a result. Please be advised that Expedia can only alter our mutual customers about a canceled flight if we receive notice from the airline prior to the travel date.
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.
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