Expedia Inc

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]

October 24, 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. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a pending authorizations.  The information provided in your comments was not linked to an account or itinerary. We ask that you please provide us with an itinerary number or the email address used to make your reservation so that we may fully investigate this matter further. We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Kiki R[redacted] Corporate Customer Service

Complaint: [redacted]I am rejecting this response because:The Expedia website is still advertising that this hotel has an indoor pool, which is false. I contacted Expedia several times by e-mail to alert them that this information was false, but each time they insisted that this hotel has a pool that is free to use for guests. I was told to contact them by phone, but I was put on hold for over half an hour and could not reach anybody. I tried twice more with the same results. The [redacted] next door to the hotel does have a pool, however the hotel does not. Furthermore, the [redacted] does charge hotel guests each day that they use the pool. It's unfair for a hotel to advertise that they have a pool just because the [redacted] nearby has a pool. By that logic any hotel could claim that they have a pool. It is understandable that Expedia relies on information provided by the hotel in their advertising, however they continue to advertise this even after I have informed them several times that this information is false and even after their own research has confirmed that the information is false. This hotel does not have a pool and Expedia knows that, so why are they continuing to advertise it as such?Furthermore, I wrote a review for this hotel where I informed potential customers that this hotel does not have a pool and the review was rejected with no explanation. After confirming that the review did not violate Expedia's review policies, I contacted customer service to ask why the review was rejected. I did not receive a response. I tried re-submitting the review twice more and again it was rejected with no explanation and no response from customer service. Not only is Expedia advertising falsely, they are blocking me from alerting other potential customers to this false information.Sincerely,[redacted]

October 11, 2017
 
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia regarding an issue from our customer. ...

We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the billing and refund issues. 
 
Our records show on September 9, 2017, Ms. [redacted], self-booked an Expedia.com hotel reservation via itinerary number [redacted] with a check-in date of April 10, 2018 in the amount of $1,208.27. We understand from Ms. [redacted]’s complaint, due to persona reasons she decided to cancel the reservation and after contacting the hotel she was advised a one-night penalty would be charged and the remaining would be refunded. The customer also stated after contacting Expedia’s customer support, no proper resolution or refund has been provided. Ms. [redacted] is requesting for the promised refund to be provided.
 
Upon researching the customer’s complaint, we can confirm on October 8, 2017, the reservation was canceled and the hotel charged a one-night penalty of $172.61 and approved a partial refund of $1,035.66 which was also was processed back to the original form of payment. As a refund has been given and the issue has been resolved to Ms. [redacted]’s desired outcome, Expedia considers this matter closed.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Angel A[redacted]
Corporate Customer Service

June 29, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
 
We regret to hear that Ms. [redacted] experience was not to her satisfaction. As you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotels. We are unable to control unforeseen events such as flight delays or equipment malfunctions that may occur at the time of travel. We understand that the change in Ms. [redacted] flight negatively impacted her travel plans, but we are unable to offer any compensation for factors outside of our control. We hope Ms. [redacted] will allow us the opportunity to improve upon her experience in the future.
 
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

August 22, 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 [redacted] is requesting a refund. On August 14, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on August 13, 2017, the customer self-booked a hotel reservation at the Red Roof Plus Nashville North-Goodlettsville with a check-in date of August 13, 2017, and a check-out date of August 14, 2017, via itinerary number [redacted]. The customer is stating that did not receive the confirmation for the reservation and rebook the reservation; however the customer has not received the refund for the original reservation.
 
Upon further researching this matter, we can confirm on August 14, 2017, the customer contacted Expedia requesting to cancel and process the refund. Expedia advised that the reservation was nonrefundable and contacted the hotel on the customer’s behalf. The hotel authorized the refund.
 
Expedia processed the refund of $82.31 to the original form of payment. It typically takes 3-7 business days for the refund, such as this, to appear on the account.
 
Please note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any policies related to refunds. We hope you understand that we must adhere to the policies of the hotel in this case.
 
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

First and foremost I want to say thank you to Revdex.com and Expedia.
Iwill accept this response but if you look at the time of self booking I was on the phone with an customer service agent and he is the one who told me the flights were JetBlue owned not Azul. It was around the use time of booking I was about two hours into the conversation. He was a good rep he just gave me the wrong information on who actually owned the flights. But I am not going to escalate this any further I do appreciate  everything and thanks for returning the 376 for hotel and the 692 for flight if possible can you please send me email confirmation so I have it documented please and thank you.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]

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

May 8, 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 [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on November 27, 2014, the customer self-booked a flight reservation using Expedia’s website; itinerary [redacted]. Travel was with [redacted] Airlines from San Juan, Puerto Rico to Vieques, Puerto Rico, departing on January 11, 2015, and returning on January 18, 2015. The customer states he was advised by the airline that they did not receive Expedia’s payment for the ticket and he had to purchase a new ticket directly from them. Mr. [redacted] is requesting a refund for the ticket purchased through Expedia.
We have verified the customer contacted Expedia several times regarding this issue; our representatives assisted by contacting the airlines and requesting that they give Expedia a waiver and open the ticket status in order for us to issue a refund.
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] Airlines was the 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.
On May 7, 2015, Expedia was able to reach the appropriate department of [redacted] Airlines and the ticket status was changed to “Open”, enabling us to process a refund.
A full refund in the amount of $230.10 was issued on May 8, 2015, back to the original form of payment. The time it takes to post to the customer’s account depends on how quickly his credit card company processes refunds.
We regret Mr. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused. Expedia welcomes customer feedback in our ongoing effort to improve upon the customer experience.
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

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, 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] (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 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

March 8, 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

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]

Complaint: [redacted]
I am resending this to you because I have never found the coupon Expedia told to give to me referring to this case
I looked inside my account , there was no rewards, I think they never sent this to me.
Can you ask them how can I see this if this really exists?
regards
[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. I appreciate the assistance, and Expedia finally addressing the issue.Sincerely, [redacted]

August 25, 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 Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time...

to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a flight reservation. Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors. Each airline has its own specific set of policies and procedures as does each ticket purchased. Hahn Air was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card). Upon receipt of the Revdex.com submission, we have verified on August 10, 2016, a refund was processed back to Mr. [redacted] original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly his 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

Hello Revdex.com,
 
I am pleased to provide assistance with case #[redacted] Below are the findings and resolution to the case:
 
Customer Complaint:
The customer reserved a booking online on February 1, 2016 for March 5, 2016. The guests booked this room for an anniversary getaway. When...

the guests went to the hotel to check-in, the hotel was not able to find the reservation. The customer had friends of theirs try to send a gift to their room and they were also refused because the hotel could not find a room with their name. Because the hotel could not find the room under the guest’s name, they were unable to use their reservation but were still billed in full.
The customer is requesting a full refund in the amount of $91.11 USD.
 
Findings:
According to our records, Ms. [redacted] reservation was booked under the name "Non Smoking With A". Whenever Ms. [redacted] checked into the hotel using her first and last name, the hotel did not find any reservations that were made under that name since the customer’s name was not used during the booking process.
 
Resolution:
In conclusion, we have confirmed that Expedia sent a confirmation email to the customer on the day of purchase which would have given them ample time to review and make name changes as needed before the check-in date. We have verified that the first contact to our customer care team was on March 8, 2016. Our customer care team then contacted the hotel to appeal for a refund. The hotel manager did not approve a the refund request due to the non-refundable rate plan the customer agreed to upon booking.
Since the hotel has billed the reservation in full, we would not be able to issue a refund for this reservation.
We recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies; and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary. It is our customers’ responsibility to review all rules, regulations, and booking details prior to booking any travel.
Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide selection details on several pages for review including the final payment screen.
 
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
 
Thank you,
Mathew K.
Customer Relations Specialist

February 16, 2016
Revdex.com
Alaska, Oregon & Western [redacted]
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 Mr. [redacted] is requesting a refund.  On February 10, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available.
Our records reflect on November 3, 2015, the customer self-booked a flight reservation for [redacted], using Expedia.com. Travel was on Egypt Air/Lufthansa, departing on November 23, 2015, from Moscow, Russia to Johannesburg, South Africa; returning on November 23, 2015, from Johannesburg, South Africa to Moscow, Russia with an arrival date of November 24, 2015.  The customer is stating that he was promised a refund, as the flights were canceled by the airline.
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. Egypt Air 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, airline initiated schedule changes occur. 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 your flights.  Airlines rarely tell travel agencies why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
On November 18, 2015, Expedia received notification from Egypt Air regarding an airline schedule change that impacted the return flights on November 23, 2015.  Our agent contacted the airline, to confirm alternative flight options, and was advised there were no other flights available. Egypt Air gave Expedia approval to process refund.  An email was automatically generated to the customer regarding this notification.  We can confirm Mr. [redacted] contacted us on November 22, 2015, requesting the status of the refund. Our representative contacted Egypt Air, however the airline was closed, and the agent advised the customer Expedia would need to contact the airline once they were open. Mr. [redacted] has contacted us several time regarding the refund status, however, we have not been able to get a confirmation from Egypt Air.
On February 11, 2016, Expedia advocated on the customer’s behalf and contacted Egypt Air to request the refund.  The airline has advised they exchanged the tickets at the airport for the return flights for travel on November 24, 2015, however [redacted] did not use the ticket.  The airline marked the customer as no show.
Expedia no longer has access to view the flight record, as it was exchange by the airline. Egypt Air has advised us that the customer must contact the airline directly, to request a refund for ticket number [redacted], as the ticket was exchanged after the refund request was submitted. We regret any inconvenience the customer encountered regarding this matter; however, Expedia is unable to provide any compensation regarding this airline schedule 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,
Delia K[redacted]
Tier 3 Customer Service

December 15, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  Expedia Case [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 from [redacted] (Revdex.com ID number [redacted]) regarding her recent flight reservation. We understand the customer is requesting refund of the flight reservation.Our records reflect that on December 4, 2017 the customer self-booked a package reservation that included roundtrip flight reservations. The customers departure flights were operated by Spirit Airlines and scheduled to depart from Las Vegas, NV to Chicago, IL on December 11, 2017. The customers return flights were scheduled to return on December 13, 2017.When reviewing our documentation we are able to verify that the customer called customer service on December 5, 2017 and our agent assisted with booking a return flight. This flight was booked since we confirmed with the airlines that due to a system error the customer did not have a return flight. Due to the inconvenience the customer was already was refunded for this return flight. 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,Hayden J[redacted]Corporate Customer Service

June 25, 2015 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-[redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time to...

address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on December 11, 2014, the customer booked a package reservation which included a flight reservation along with a hotel. Accommodations were at the [redacted] All Inclusive from May 13, 2015, to May 23, 2015. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we have verified the customer contacted Expedia stating that upon her arrival at the hotel, the hotel had been closed. Expedia was unaware of this situation and after further investigation it appears no-one was informed by [redacted] according to website reports. We ask the customer to please accept our apologies in regards to their recent experience. Expedia strives to provide a high level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as well. On May 28, 2015, the customer contacted Expedia and was offered a $200.00 Travel Coupon which was provided to Ms. [redacted] account. It is documented that she accepted the compensation. As the hotel stay was fully utilized and we cannot find any error on Expedia’s part, we are unable to issue additional compensation. 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

November 2, 2016
 
Revdex.com
E.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.
 
Expedia, Inc. is responding to the consumer complaint from [redacted], (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect on October 26, 2016 Mr. [redacted] accessed Expedia.com and self-booked itinerary [redacted] for flights departing on March 10, 2017 from Portland,Me to Cancun, Mexico, returning March 15, 2017.  The itinerary also included a stay at the Hyatt Zilara Cancun - Adults Only - All Inclusive resort for corresponding dates. 
 
The customer contacted an Expedia customer service agent on October 28, 2016 and upgraded his room type to an Ocean Front Jr. King Suite. 
 
We understand from the customer’s correspondence he is questioning the price increase for upgrading his room and is stating he saw lower pricing on our site. 
Expedia uses real-time reservation databases for our travel products, such as cars, hotels, cruises, and flights and any combination of these products as a bundled itinerary.  These databases link to our vendor partner’s companies, and contain up to the moment prices and availability.  Information in the databases is updated constantly by vendors, as pricing changes and travel related items are sold to our customers and customers who are accessing the same pool of products independently, or through other travel companies.  Vendors also limit the amount of their product available for discounted pricing.  As the discounted items sell out, low prices may no longer be available.   It is possible that a specific price or travel item is available when customers begin planning their trip, and is no longer available when they try to finalize their purchase.  Also of note, Expedia’s banner page is not updated in real time, as the booking portion of the site is, so banner pricing may be different than actual, up to the moment, pricing from the respective vendors. Vendors can also lower pricing to increase sales, often just for a certain amount of time or a limited amount of rooms.  Expedia books at the pricing available at the moment a booking is completed.
 
As stated in the Terms of Use for our website, that the customer agrees to when utilizing our services, all our travel products prices and availability are subject to change until customers have completed their purchase and a reservation is confirmed. Expedia provides a final summary for customer’s to review before they enter their payment information if booing online, or the agent provides the final pricing before charging the customer’s card.  If they are not in agreement with the final price provided, they have opportunity to cancel or change the reservation before making a purchase.
While Expedia does not charge a fee for making changes, we are bound by the terms and conditions, and available pricing from the vendors and the customer does pay any increase in price for the travel product if they are making a change.  Expedia agents do not set pricing and cannot change it manually.
 
Expedia does offer a Best Price Guarantee that is available on bundled products for the first 24 hours after booking. 
Under our Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking.  The price match request, along with qualifying screen shots, must be submitted online within 24 hours of the original booking. The lower priced itinerary needs to meet specific requirements to qualify. Following is a link to the Expedia Best Price Guarantee Terms and Conditions were provided on the website:http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US: ⇄ />  
As the booking change was made at the request of Mr. [redacted] and the price was provided to him by the agent before being charged, we find that no error was made.  Had the customer found a lower price on our site for the exact same booking, products, and room type and submitted a BPG request within  24 hours we would have reviewed it for a possible refund.
 
Regrettably we cannot agree to a refund at this time.  The price was valid at the time the itinerary was updated.
 
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