Expedia Inc

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 wish to thank the Revdex.com  and Brittany in particular for the intermediation to reach a satisfactory solution and appreciate the fair behaviour of Expedia. I shall inform the Revdex.com  once the credit carconfirms that the credit was made Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:I have never said that the shuttle  didn't pick me up from the airport. That service was fine, but they never picked me up at the hotel, and after waiting 40minutes, I took a taxi. Also, Expedia sent me an email that said they had advocated my case with the driver, and he had denied my refund. I have my phone records calling the shuttle service, and they have record of me being on hold from Paris while they called the shuttle company for 25 minutes. How does a shuttle that didn't provide service get to deny my refund? I want my refund! 
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]

May 3, 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 Mr. [redacted] is requesting a refund.  On May 3, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint.
Our records reflect on February 2, 2016, the customer self-booked a pay later hotel reservation, using Expedia.com.  The hotel stay was at the Millennium Taiba Hotel Madinah, check-in date February 23, 2016, check-out date February 26, 2016.  The customer is stating they submitted a Best Price Guarantee claim; however has not received the refund for the difference.
Upon further researching this matter, we can confirm on February 2, 2016, the customer submitted a Best Price Guarantee claim to Expedia with an attachment.  On that same day, our agent replied to the customer, advising we will contact him within 48 hours. 
On February 7, 2016, Expedia replied to the customer, advising, his attachment does not qualify for the Best Price Guarantee.  The claim must have hotel detailed information, including dates and number of guest.  On that same day, the customer replied, advising they have additional attachments, reflecting the detailed information.  The customer’s email did have the attachments.
On February 10, 2016, Expedia replied to the customer, advising, the Best Price Guarantee claim that was submitted does qualify for the Best Price Guarantee.  The customer was advised; they will receive a refund in the amount of $ 142.00 and will be processed within 30 days after the trip is completed.  Our agent also, advised the customer to send a copy of the hotel receipt showing what the hotel charged the customer.  Our agent advised the customer, they also qualify for the $50.00 coupon, and it will be added to his account within 4 weeks after the trip is completed.
Expedia can confirm the customer emailed and contacted us several times, regarding his refund and coupon.  In reviewing Mr. [redacted] account the customer was refunded for the Best Price Guarantee on April 18, 2016 in the amount of $142.00.  The coupon of $50.00 was added to the customer’s account, and it is still active.
On May 3, 2016, Expedia contacted the customer to advise him of the refund and coupon.  The customer advised that he did receive the refund and coupon and considers the Revdex.com complaint as 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,
Delia K[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

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 refund.
Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that Ms. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address Ms. [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

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 would like request a further update within 15 days.Sincerely, [redacted]

March 31, 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 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. Our records indicate on March 18, 2017, the customer self-booked a non-refundable hotel reservation through the Expedia.com website. Accommodations were at the Airport Apartments from March 22, 2017, to March 23, 2017. We understand from the complaint the customer is requesting a refund. At the time of booking the website provided information regarding the hotel policies: • Special check-in instructions: Guests will receive an email with key retrieval instructions prior to their arrival. For more details, please contact the office using the information on the reservation confirmation received after booking. Please note that Expedia serves as a third party intermediary for 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, and we do not set any cancellation or refund policies. However, upon receipt of the Revdex.com submission, we were able to verify the customer contacted Expedia on March 24, 2017, stating she was unable to utilize the reservation. The assisting representative contacted the hotel directly and the hotel denied a refund. At that time the representative provided the customer with a $50 travel coupon. However, on March 31, 2017, Expedia processed a courtesy refund in the amount of $65.43 back to the customer’s original form of payment. In addition, we have forwarded the information to the appropriate department regarding the hotel details and/or lack of. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Corporate Customer Service

August 4, 2015
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on June 21, 2015, Mrs. [redacted] booked an Expedia Vacation Package which included roundtrip flights from Little Rock, Arkansas to San Diego, California, a three-night stay at the [redacted] from July 8, 2015, through July 11, 2015 and travel insurance.
We understand from Mrs. [redacted]’s complaint that she canceled her flight and was left with an airline credit. Mrs. [redacted] states that she called Expedia to use her credit and received conflicting information regarding her credit amount. She was also not happy with the level of customer service that she received.
When Mrs. [redacted] initially inquired about the amount of credit she had available, she was advised that she had $854.00; she was later advised that the amount was $516.00. We would like to offer our sincere apologies for any lack of service that Mrs. Mrs. [redacted] may have experienced when contacting our office. It is never Expedia's intent to mislead or to inconvenience our clients, and we are sorry that she feels we have done so.
As stated in a correspondence to Mrs. [redacted] dated July 26, 2015, we are honoring the amount that was initially provided which was $842.20. The airline rebooking fee of $200.00 will initially be collected upon rebooking, but will be refunded once the transaction is completed. We attempted to reach Mrs. [redacted] by phone but were unsuccessful.
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: This matter is not resolved, I in no way violated terms as I received the code through Discover IT card. They have yet to explain how I can print out the hotel confirmation the day before I left for my trip.If they truly cancelled on Feb 17, there would be no confirmation of the itinerary. This is unacceptable and I ask the Revdex.com to take the proper measures in making sure this company does not treat customers like this. I also ask the Revdex.com to look into the 60 minute hold time experienced every time I call. Please take a closer look at this company and make them stop their deceptive practices. The CEO Dara K[redacted] should be the one addresses these complaints, as there are many. Do not let Expedia get away with leaving me stranded 1000 miles from home.Sincerely,[redacted]

August 25, 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 Mr. [redacted] is requesting a flight credit. On August 12, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 18, 2016, the customer self-booked a package reservation for [redacted] and [redacted]. Travel is on [redacted], departing October 12, 2016, from Minneapolis, Minnesota to Panama City, Florida; returning on October 21, 2016, from Panama City, Florida to Minneapolis, Minnesota. The package includes a rental car with [redacted] in Panama City, Florida, pick-up date October 12, 2016, drop-off date October 21, 2016. The customer is stating they canceled the airline ticket for [redacted]. The customer is stating that Expedia advised the customer that the flight credit would be under the [redacted] name. The customer is stating he contacted Expedia to use the flight credit; however advised flight credit was is under [redacted] name.
 
Upon further researching this matter, we can confirm on June 7, 2016, the customer contacted Expedia to cancel the airline ticket for [redacted]. Expedia advised the customer that the ticket was nonrefundable; however would have a flight credit under [redacted] name. Expedia advised the customer they would be responsible for the change fee of $200.00; plus any fare difference.
 
On August 25, 2016, Expedia located the call recording for June 7, 2016, however we are no longer are able to listen to the recording. Based on the airline policy the tickets are nonrefundable, no name changes are allowed.
 
This information is provided on the customer’s itinerary; which they did agree to at the time of the booking. The customer’s itinerary does clearly state that the original ticket holder must use the ticket.
 
Expedia can confirm the airline ticket for Mr. [redacted] is active for travel on October 12, 2016.
 
Ms. [redacted] will have an airline credit with [redacted].  The flight credit is valid for 1 year from the issue date from January 18, 2016. If Ms. [redacted] does not use the flight credit [redacted] will consider the flight credit as a lost value.
 
We hope the customer understands Expedia cannot honor the request for the flight credit.
 
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. I had waste over 3 months to plead for my refund and response was unacceptable. I believe that only after Expedia was advised of my complaint with the B.B.B  After almost 4 months they gave in and gave me the refund which was placed back in my account just 3 days ago. At this point I would like to dismiss the complaint and thank B.B.B for there assistance and know that I will never use Expedia again.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. Please refund the $45 and I will be sure not to do business with Expedia in the future.Sincerely, [redacted]

May 5, 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 flight reservation.  We understand Mr. [redacted] is complaining about the Expedia customer service representative. On May 4, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on April 24, 2017, the customer self-booked a one-way flight reservation for [redacted]. Travel was on Delta Airlines, departing April 25, 2017, from Grand Rapids, Michigan to Dallas, Texas. The reservation includes the Cancellation Plan, via itinerary number [redacted]. The customer is stating that they contacted Expedia to make a change to the reservation; however the customer service agent was not helpful.
 
Upon further researching this matter, we can confirm on April 25, 2017, the customer contacted Expedia.
 
In reviewing the account based on the airline policy the ticket is nonrefundable, and no changes are allowed. The ticket was canceled on April 25, 2017, and the cost for the flight reservation was a pending authorization. This would have fallen off up to 24 to 24 hours. The full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is different. Although the credit card authorization is attempted on our website, they are not charges from Expedia.
On that same day Expedia processed the refund for the Cancellation Plan in the amount of $19.00 back onto the original form of payment.
 
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. Delta Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia. We must adhere to the airline’s policies.
 
Expedia strives to provide the highest level of customer service and we regret any hold times the customer experience while speaking with our representative. We will ensure the representatives the customer spoke with will be coached appropriately.
 
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

March 22, 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 Ms. [redacted] [redacted] (Revdex.com case number [redacted]) regarding a request to make changes to a flight. 
 
Our records reflect on February 10, 2017 Ms. [redacted] contacted Expedia.com and booked itinerary # [redacted] for two round trip flights aboard Delta Airlines departing Minneapolis, MN on July 27, 2017 to Portland, OR, returning  July 30, 2017.
 
The customer contacted Expedia to request a change to the flight dates and was given the information that the booking would not allow Expedia to make changes. 
 
Expedia acts only as a third party booking intermediary for flight bookings and as the airlines it the merchant of record, and the party that bills the customer. Expedia must abide by the airline’s terms and conditions.  On March 27, 2017 we spoke with Delta Airlines to advocate on the customers’ behalf regarding changing the flight dates.  Delta has advised that the fare rules for Ms. [redacted]’s flights state that this is a “Basic Economy Fare” which does not allow for any changes or cancellations.  The fare must be used exactly as booked or all fees are forfeited.  Delta would not allow a change to the stated fare rules for this flight. 
 
We understand the customer’s frustration, however, as the booking agent; we cannot make any changes which are not allowed to by the airlines. Regrettably, we are unable to change the flight dates for the customer. 
 
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

June 13, 2016
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on May 23, 2016, Ms. [redacted] booked an Expedia Vacation Package which included roundtrip flights and a seven-night stay at [redacted] in Iceland from June 25, 2016, through July 2, 2016. We understand from Ms. [redacted]’s complaint that she received her confirmation and realized that the Expedia representative who assisted her misspelled the names of two of the passengers. Ms. [redacted] stated that the representative who made the error did not correct the error so she called and spoke to a second representative who assisted her by cancelling the flights and processed a refund in the form of voiding the tickets. This made it necessary for Ms. [redacted] to book the flights again, which she did online. She expressed her dissatisfaction with the level of customer service that she received and requests compensation for the increased cost to rebook the same flights, the time she spent addressing the issue and for the rewards points that would have generated from the original booking.
On June 9, 2016, we contacted Ms. [redacted] by phone and offered our apologies for her experience. We reviewed both bookings from May 23, 2016, and noticed the difference in airfare was $18.42. She paid $3,781.77 for the first set of flights and $3,800.19 for the second set. We confirmed with Ms. [redacted] that the flights were refunded on May 23, 2016. On June 13, 2016, we issued a refund of $18.42 to the original form of payment. Expedia does not offer compensation for time spent addressing customer issues. We also do not issue rewards points for canceled bookings, however; We values Ms. [redacted] as a customer and as a gesture of gratitude, we have issued an Expedia Future Travel coupon valued at $200.00. This coupon is available within the customer’s account for immediate use and is valid for one year from the date of 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

July 31, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  Expedia Case [redacted]Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.When reviewing the customers transcript of the conversation with our online agent we are able to confirm that the customer advised that he has purchased multiple itineraries with Expedia. When researching the customers email address provided we are unable to review any of these trips. If these reservation were booked in a permanent account they would have gained rewards points and we would be able to locate them within our system.To verify that these booked itineraries and the rewards points that were earned we request that Mr. [redacted] reply with the itinerary numbers of these previously booked itineraries.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Hayden J[redacted]Tier 3 Customer Service

May 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 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 May 17, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on April 24, 2017, the customer self-booked a hotel reservation at the [redacted], Manteo check-in date April 24, 2017, check-out date April 25, 2017, via itinerary number [redacted]. The customer is stating that they booked the reservation for the incorrect dates. The customer is stating that the Hotel and Expedia will not process the refund.
 
Upon further researching this matter, we can confirm on April 26, 2017, the customer contacted Expedia requesting the refund for the reservation. Expedia contacted the hotel; they advised that they will not authorize the refund.
 
Based on the hotel policy, which was disclosed to the customer at the beginning and after the booking that the reservation was nonrefundable.
 
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.
Based on the above Expedia is unable to honor the refund request
 
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

July 8, 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 Mr. [redacted] is requesting a refund.  On June 25, 2016, we received receipt of the Revdex.com complaint.
 
 
Our records reflect on February 29, 2016, the customer self-booked a flight reservation using Expedia.com.  Travel was on Air Canada being operated by United Airlines and LOT-Polish Airlines, departing March 31, 2016, from New Orleans, Louisiana to Moscow, Russia; returning on April 30, 2016, from Moscow, Russia to New Orleans, Louisiana. The customer also purchased the Expedia Stress Free & Trade Flight Protection.  Itinerary Number: [redacted].  The customer is stating they contacted Expedia needing to change the return date; however, the customer was not able to change the date for the flight.  The customer is stating, they had to purchase two new flights for the return flight.
 
Upon further researching this matter, we can confirm on April 27, 2016, the customer contacted Expedia, needing to change the return date. Expedia advised the customer of the total add collect for the change; however the customer declined.
 
In reviewing the customer’s account, the outbound flight was used and the return flight is open.  Expedia can confirm the ticket was not exchanged and found no charges to the customer.  
 
Upon further review, the return flight does not have any remaining value with Air Canada.  Based on the policy with Air Canada the ticket is nonrefundable.
 
The customer did purchase the Expedia Stress Free & Trade Flight Protection and on the customers itinerary it does provide the terms and conditions, which state:  
Pre-Departure Trip Cancellation
We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Expedia, Inc., if you are prevented from taking your Covered Trip due to your, an Immediate Family Member's, Traveling Companion's, or Business Partner's Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip.
Post-Departure Trip Interruption
We will pay a Post-Departure Trip Interruption Benefit, up to the amount in the Schedule, if due to your, an Immediate Family Member, Traveling Companion, or Business Partner's Sickness, Injury or death or Other Covered Events as defined: 1) your arrival on your Covered Trip is delayed; 2) you are unable to continue on your Covered Trip after you have departed on your Covered Trip.
The customer must contact Aon Affinity at 1-800-954-4968 and file a claim for the refund request on return flight.
 
On May 18, 2016 and May 24, 2016, the customer self-booked two one-way flights. The first reservation travel was on Turkish Airlines, departing June 6, 2016, from Moscow, Russia to Chicago, Illinois. Also included is the Expedia Stress Free & Trade Flight Protection. Itinerary Number [redacted].
 
The second reservation was on United Airlines, departing June 6, 2016, from Chicago, Illinois to New Orleans, Louisiana.  Also included is the Expedia Stress Free & Trade Flight Protection. Itinerary Number: [redacted].  Expedia can confirm the customer used both one-way flights.
 
 
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.  Air Canada, United Airlines and Turkish Airlines were the operating carriers and merchant of record (the entity that received your funds and the company charging the customer’s credit card). We hope the customer understands 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.  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

.July 24, 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 Mr. [redacted] (Revdex.com case ID [redacted]) regarding a flight reservation. Our records indicate on July 9, 2015, the customer self-booked a non-refundable flight reservation using the Expedia.com website. Outbound travel was with [redacted] and return travel with [redacted]. We understand from the complaint, the customer is requesting his request for the Best Price Guarantee be approved. Upon receipt of the Revdex.com submission, we have verified on July 9, 2015, the customer contacted Expedia via e-mail regarding the Best Price Guarantee Expedia program. The customer submitted his request, however Expedia replied to the customer stating his submission was denied. The denial was based on the submitted price match was not for an identical flight. The screenshot provided was for a departure flight with [redacted] while the Expedia itinerary was with United Airlines. In addition the flight times were different. The customer may view the link http://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg so he may review the terms and conditions needed to qualify. To qualify, according to the terms and conditions found on the Expedia website: • Must be "Apples to Apples" Comparison. The Best Price Guarantee is available only for exact itinerary matches. • Additionally for flight claims, the itineraries must have the same Cabin Class and Booking Code. • The Cabin Class is First, Business, Premium Economy or Coach/Economy. • The Booking Code is determined by the fare purchased and the airline rules associated, which will be indicated as a letter (L, Y, U, etc.). • For any stand-alone product booking (for example, a hotel room or an airline ticket), the comparison must be to the same product purchased stand-alone through another website (i.e., not part of a hotel + air travel package). We have given the matter our full consideration, however, due to the terms and conditions of the Best Price Guarantee not being met, Expedia is unable to provide the refund requested. 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