Expedia Inc

December 8, 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 price change.    The information provided in your comment was not linked to an account or itinerary. We ask that you please provide us with an itinerary number so that we may fully review the concerns you noted. 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

February 15, 2018   Revdex.com Expedia – DuPont, WA 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 Price Guarantee claim.   Our records indicate that on February 5, 2018, Ms. [redacted] or an authorized user of the account booked a two nights stay online via Expedial.com, at the Sleep Inn hotel checking in on July 22, 2018, and checking out on July 29, 2018, under itinerary [redacted]. The reservation was a “hotel collect” reservation, meaning any funds would be collected directly by the property. Travelocity did not collect any funds on this reservation.   We understand from Ms. [redacted] complaint that she has submitted a Hotel Price Guarantee claim multiple times and is getting no help from Expedia and is requesting a refund in the amount of $12.20.   Upon receipt of Ms. [redacted] complaint, we investigated the issues which were brought to our attention. We can confirm that on February 15, 2018, our representative spoke with Ms. [redacted] and explained to her the terms and conditions associated with submitting a claim. As a one-time courtesy, Expedia processed a refund in the amount of $12.20 to the original form of payment. The time it takes to receive said refund will depend on her credit card company of banking institution. We ask that she please allow at least two billing cycles.   The following Terms and Conditions apply to Expedia’s hotel price guarantee:   The Hotel Price Guarantee is available to Expedia+ members in good standing. In the unlikely event that you find a lower rate for a hotel you have booked on www.expedia.com or through the Expedia call center at 1-800-EXPEDIA, whether on Expedia or on another U.S.-based website, we will honor the lower price. Hotels booked as part of a package are not eligible for the Hotel Price Guarantee. The guarantee is subject to these terms and conditions.   Notifying Expedia of a Claim: You may make a claim under the Hotel Price Guarantee from the time you book your standalone hotel on Expedia until 11:59 p.m. local time at the hotel's location, the day prior to hotel check-in. To make a claim, please complete this form, select your qualifying itinerary, and provide details on the lower price found, including screen shots. The lower price must be available for booking at the time you contact us, as determined by Expedia+.   Must be "Apples to Apples" Comparison: The Hotel Price Guarantee is available only for exact itinerary matches, including property, room type, rate plan, applicable refund policy, and the exact same dates of travel as booked through Expedia. The comparison must be to the same product purchased standalone through another website (i.e., not part of a hotel + air travel package).   The Hotel Price Guarantee applies only to the cost of booked travel, as presented in the Expedia search results, without including any taxes and fees. The Hotel Price Guarantee is not available for bookings on websites where the property, itinerary, or similar booking details are unknown until after purchase. You must meet all requirements imposed on the lower price (if any), including, without limitation, residency, regional, and age-related requirements.   There is no limit on the number of Hotel Price Guarantee claims you may make per booking. However, any credit subsequent to the initial credit will be based on the amount of the previously credited price, not on the amount of the original price that you booked.   Comparison Rates Must Be Available to the General Public Online:   The Hotel Price Guarantee applies only to prices both advertised and available to the general public on a U.S.-based website. For example, this does not include rates offered on membership program websites; corporate discounts or rates; group, charter, rewards program, incentive, meeting, convention, consolidator, or interline prices; prices obtained via auction or similar process; or prices available only by using a coupon or other promotion not offered to the general public. The lower rate may not come from a website where you call to get the rate or from an e-mail that you received. The rate must be quoted and booked in U.S. dollars (and without reference to currency converters).   Verification of Claims:   All requests are subject to verification by Expedia. Expedia will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia personnel. Nor will Expedia verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faith. For verification of non-prepaid hotel bookings, the customer service representative will instruct you to mail a copy of your hotel receipt to Expedia within thirty (30) days after you have completed the hotel stay. Expedia will honor the lower price for verified requests. This may happen in one of several ways.   In some cases, it will take the form of a credit to the credit card used for booking. In other cases, it may be necessary for the travel specialist to cancel your booking and re-book your stay at the lower price. You will not be charged any change or cancellation fees in connection with the Hotel Price Guarantee. In all cases, the travel specialist will explain the process to you. Travel must be completed in accordance with the booked itinerary to be eligible to receive the coupon, refund or credit. Changed or cancelled bookings are not eligible to receive the coupon, or refund. Expedia reserves the right to render any coupon void that Expedia issues in excess of these limits, issued in error, or where the customer is found to be ineligible to receive a coupon.   Changes:   Expedia reserves the right in its sole discretion to modify or discontinue the Hotel Price Guarantee or to restrict its availability to any person, at any time, for any or no reason, and without prior notice or liability to you. The terms that are in effect at the time of your claim will determine your eligibility under the Hotel Price Guarantee. The failure by Expedia to enforce any provision of these terms and conditions shall not constitute a waiver of that provision.   Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.     Sincerely,   LaToya J[redacted] Corporate Customer Service

Dear Ms. [redacted],
 
We appreciate the time you so kindly took to contact us.
 
We would like to reiterate the information provided you on our case [redacted]; it was advised that the time frame to make the re schedule depends on the original issuing date...

of the tickets as well as their validity, the information provided in regards of the fact that you should re schedule prior August 15th, 2016, time in which the tickets expire is correct.
 
Another restriction will be the re schedule fees, in this case the tickets do not allow to make the modifications free of charge, nor can we waive this fee due to the fact that any cancellation due weather condition is not imputable to the airlines.
 
If you wish to re schedule your flights, you will have to cover the amount that results of this operation.
 
Best regards,
Maribel [redacted]
Ejecutivo de Atención a Clientes
Customer Care representative

February 17, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Expedia Case #: [redacted] 
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted]. We regret to hear that the customer did not accept our response.
 
We have further researched Ms. [redacted]’s complaint (Revdex.com case number [redacted]) regarding a cancellation request for flights booked through Expedia. After giving the matter our full consideration, we stand by our previous decision and are unable to accede to Ms. [redacted]’s request.
 
To address the customer’s assertion that Expedia did not contact Jet Blue to request approval to set aside the terms of the booking, we can verify that on February 1, 2107 at approximately 9:20 a.m. an agent from our call center contacted Jet Blue agent Julia, badge # [redacted], and received the answer that Jet Blue has not enacted an exception policy with regards to the current travel situation because “customers with appropriate visas, green cards, and etc. are still allowed to board their flights home from Mexico”. 
 
We do need to make one revision to the previous response letter.  Further review does show that Jet Blue is not the billing party for this particular booking, which is usually the case for flights, and we apologize for identifying the fare type incorrectly in our earlier response.  This particular reservation was booked by the customer utilizing our Special Vacation Fare, often referred to as Expedia Bargain Fare. We will provide the information on this type of travel and the terms associated with it below. 
Expedia Bargain Fare flights are specially-discounted fares negotiated directly with the airlines. Airlines make these low fares available conditioned on the fact that they are non-changeable, non-cancellable, and non-refundable. The rules and regulations associated with this EBF fare were fully disclosed and displayed to the customer during the checkout path on our website, including the following information on the booking screen and final payment:
·         Expedia Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Expedia customers. Once you complete your purchase the airline and exact flight details will be revealed in your itinerary.
·         Tickets are nonrefundable, nontransferable and cannot be canceled or changed.
·         Flights do not qualify for upgrades and are ineligible for frequent flyer miles.
 
Expedia does collect the fare from the customer for this type of booking, however we do forward the fare to the airline immediately after purchase, and we are bound by the terms the airline sets when allowing Expedia to sell these bargain fares to our customers.
The only time Expedia would have the ability to make any changes, refunds, or issue future flight credits, is if the airline issued an “exception policy “due to an event where they deemed it necessary; such as inclement weather forcing flight cancellations as an example.  However, if the airline does not implement an exception policy, which they have not done with regards to the current travel issues, then Expedia is not able to offer any changes, refunds, or future credits for an EBF itinerary.
 
Further, our Expedia website provides the following information to the customer in our terms and conditions, which are accepted by the customer when they make the decision to complete a travel reservation on our site.
 
INTERNATIONAL TRAVEL
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
 
While we understand she is not requesting a refund, but rather a future flight credit, again, we would only be able to do so if Jet Blue were willing to authorize a change to the terms of the reservation, which they are not. Regrettably, based on the above information, we cannot offer any other options or compensation related to Ms. [redacted]’s booking. Jet Blue will consider the tickets to be “lost value” if they are not flown as booked.
 
We thank you for allowing us the opportunity to re-address the issues that have been brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
 
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
Expedia, Inc.

Complaint: [redacted]I am rejecting this response because:
First, Expedia failed to address to my complaint.  Attached is the photo I took on Feb. 12, 2016 from its website.  It proves that it did sell "Premium Seating" when I booked the tickets.  It said in the letter " We have verified that Premium Seating does not exist as an option on Expedia's site at this time."  What has it to do with my dispute?  I did not say that it still has false advertisement on its site now.  Could Expedia deny that it never falsely advertised the show tickets on its site?  Could it prove that the attached was not from its site?  We should have received "Premium Seating" as it confirmed, but not "Poolside Seating". 
Second, it failed to explain that why the three of its supervisors kept promising me that they would help to resolve the issue by upgrading my seats, but it turned out that they did nothing. They rejected the upgrade solution given by Wynn's office manager Cindy on one hand and gave me a blank check on the another hand.  Why? Why? Why?
Expedia has options to make any decision as it wants.  But, it absolutely won't be able to cover or change any facts.  I am so disappointed that its investigation even could not find the truth, or it did, but it did not have the courage to face the truth. 
Expedia's customers deserve better service.  I am glad that its Board of Directors welcome customer like me to contact them.  I am looking forward to getting their attention to this case.  I truly believe I would receive a responsible reply from them.  Thank you again, Revdex.com, for your support.
 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
A customer should not be treated the way I was treated any be allowed to get away with it. I am asking again the the Revdex.com request the phone records. This will prove my argument they should not be Revdex.com acredited. They treated me terrible and they do not want to release them because they know it proves that. They wasted a lot of my time knowing they were not going to do anything to help me. Terrible company. Priceline is much better.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: EXPEDIA IS NOW CLAIMING THAT THEIR MEANING BEHIND "FREE CANCELLATION WITHIN 24 HOURS, AFTER 24 HOURS NORMAL RULES APPLY" IS THAT THEY WON'T CHARGE YOU TO ASSIST WITH CANCELLING THE RESERVATION DURING THE FIRST 24 HOURS, WHICH IMPLIES THAT THEY CHARGE A FEE TO ASSIST WITH A CANCELLATION AFTER 24 HOURS, WHICH IS NOT WHAT THEY STATE ON THEIR WEBSITE. THE WEBSITE SAYS THEY NEVER CHARGE A FEE, IN WHICH CASE BY THEIR LOGIC, THE "FREE CANCELLATION WITHIN 24 HOURS" REFERS ONLY TO THEM NOT CHARGING A FEE (BUT DOESN'T GUARANTEE THAT THE HOTEL OR AIRLINE YOU BOOK WILL PROVIDE A REFUND). THERE WOULD BE NO REASON TO PLACE THIS STATEMENT AT THE TOP AND JUST ABOVE THE "CONTINUE BOOKING" IF IN FACT THAT WERE THE MEANING, SINCE THEY COULD ALSO STATE "FREE CANCELLATION ANYTIME" (SINCE THEY NEVER CHARGE A FEE TO ASSIST WITH CANCELLATIONS. NO REASONABLE PERSON WOULD CONSIDER THEIR WEBSITE STATEMENT TO MEAN ANYTHING OTHER THAN THAT YOU WILL RECEIVE A FULL REFUND WITHIN FIRST 24 HOURS AFTER BOOKING, SINCE THEREAFTER IT SAYS NORMAL RULES APPLY. A FORMAL COMPLAINT WILL BE FILED WITH THE WASHINGTON STATE ATTORNEY GENERAL FOR DECEPTIVE ADVERTISING AND BUSINESS PRACTISES BASED ON THEIR ANSWER AND FAILURE TO ISSUE A FULL REFUND.
Sincerely,[redacted]

February 13, 2018
Revdex.com
Complaint Department – Expedia
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]). In regard to a duplicate flight booking.
Our records reflect that on December 27, 2017, the account holder [redacted], self-book itinerary number [redacted] for two passengers departing on United Airlines, on December 31, 2017 from Dallas Fort Worth, TX to Los Angeles, CA, returning on American Airlines on January 3, 2018 from Ontario, CA to Dallas Fort Worth, TX.
Mr. [redacted] rebooked his flights, itinerary number [redacted] with the same travel destination and airlines. The return flight time is different. An email confirmation for both itineraries were sent. We are able to confirm that the emailed itineraries were not opened until the day of travel.
On December 31, 2017, Mr. [redacted] contacted Expedia in regard to his duplicate booking. We contacted United Airlines on behalf of the customer and the airline denied to authorize a refund.
The customer was escalated to our Corporate Customer Service Department and was advised that we cannot process a refund per United and American Airlines fare rules. Mr. [redacted] was advised that he had 24 hours after booking to cancel and receive a full refund.
It was advised at the time of booking as well as on the emailed itinerary confirmation, that the tickets are nonrefundable, nontransferable and name changes are not allowed.
Please be advised that the carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
As a valued customer, Expedia will issue a refund in the amount of $928.80, as a one-time courtesy. Please allow 7-10 business days for the amount to reflect on the customer’s bank statement.
 
Sincerely,
Tammie M[redacted]
Corporate Customer Service

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 MR. [redacted] did not accept our response and/or resolution offered.
 
As previously advised, on January 17, 2016, the hotel reservation was canceled on December 24, 2016; which was outside the hotel cancellation window. The cancellation confirmation was sent and confirmed by the hotel.
 
The customer was already refunded for the original reservation amount of $86.90. Expedia cannot honor the request for the refund for the customer’s bank fees.
 
Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: I am accepting the response regarding the airline change fee and thank Expedia for assuming at last their responsibiity. I do not accept the refund regarding the hotel. I would like Expedia to book the hotel Nefeli on the coast which is the one I has requested the agent over the phone and not the one in downtown Athens they erroneously did. Expedia must assume that it was the agent´s and not the client´s mistake (there must be a recording of my conversation with the agent). On the 16th of July I state clearly to the agent "the same Nefeli hotel that I stayed in May". Therefore, I do not want a refund but a booking at the Nefeli hotel as originally planned. Thank you for your assistence.Sincerely,[redacted]

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

Complaint: [redacted]
I am rejecting this response because:While the restrictions and expectations regarding late check-in are available when logged in and viewing the itinerary, the email confirmation (attached) does not say any restrictions or expectations regarding late check in.The email states: Your room/unit will be guaranteed for late arrival.There is not any indication that I need to contact the hotel OR log into my itinerary to see limitations. I was only told the guarantee and as Expedia did not fulfill what I purchased, I expect both the other half of my refund and a goodwill credit of $200 for the false advertising made. In addition, the email needs to be updated for all future communications to avoid this situation in the future.
Sincerely,
[redacted]

September 19, 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 Mr. [redacted] (Revdex.com ID number [redacted]) regarding a flight reservation. Our records indicate on September 7, 2016, the customer self-booked a flight reservation which included travel insurance through the Expedia.com website. Travel was with Spirit Airlines departing September 20, 2016, and returning with [redacted] Airlines September 26, 2016. We understand from the complaint the customer is requesting a refund due to the travel insurance booked with the flight reservation. As Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choice. Each airline has its own specific set of policies and procedures as does each ticket purchased. Both Spirit Airlines and [redacted] Airlines were the operating carriers and merchant of record (the entities that received the customer’s funds and the companies charging the customer’s credit card). We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refunds. As Expedia does not administer nor outline the coverage of the insurance policy, we cannot dictate the definitions of a covered service. At the time of booking, the Terms and Conditions regarding the insurance policy and a detailed description of the plan coverage is clearly stated and in addition it may be accessed on the customer’s Expedia itinerary. Expedia must abide by the terms and conditions agreed to at the time of booking, and as a result, Expedia is unable to issue a refund as 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

Complaint Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
 
On June 27, 2017, the customer did received and viewed the email confirmations for the itinerary numbers [redacted] and [redacted]. The confirmations did advise that both reservations were confirmed and booked and provided the customer with the vendor’s confirmation numbers for each rental.
 
In regarding the itinerary number [redacted], on July 22, 2017, the customer self-booked a car rental reservation for Nick Thomas with EZ in Carolina, Puerto Rico with a pick-up date of July 22, 2017, and a drop-off date of July 24, 2017.
 
Expedia contacted the vendor on the customer’s behalf; who advised that the customer did use the reservation for the dates and that the customer added the EZ toll-pass and the vendor’s rental insurance. The vendor would not authorize the refund as the customer requested and agreed to the charges.
 
Per the customer’s complaint letter they rebooked only one car rental for the dates and Expedia has already processed the refund. Based on the above, Expedia will not process any further refunds or compensation.
Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

August 18, 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 his reservation. As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service<

Complaint: [redacted]I am rejecting this response because:
I reviewed the reply from the business and I stand by my original complaint.   To place the offer on one page and submit that to me as proof makes no sense, since that it NOT how the offer is displayed online,  and just affirms the company is making false claims.
Sincerely,[redacted]

January 29, 2017
 
Revdex.com
Expedia – DuPont, WA
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding an Expedia Price Guarantee price difference.
 
Our records indicate that on January 17, 2017, Mr. [redacted] or an authorized user of his account purchased a non-refundable, round-trip ticket via Expedia.com, departing on April 6, 2017, from San Diego, California, travelling to Chicago, Illinois, and returning on April 9, 2017, via American Airlines itinerary [redacted].
 
We understand from Mr. [redacted] complaint that he found a lower price via United Airlines in the amount of $224.00 and is requesting a refund of the difference.
 
Upon receipt of Ms. [redacted] complaint, we investigated the issues which were brought to our attention. We can confirm that on January 25, 2017, Mr. [redacted] contacted Expedia’s customer service department via email regarding a lower rate he found on United Airlines and requested a refund. Our representative advised Mr. [redacted] via email that prices are subject to change and are not guaranteed until the purchase is complete.
 
After further researching this issue, we can confirm that Mr. [redacted] brought this matter to our attention again on January 27, 2017, and requested a refund a refund of the difference in price again. Our representative advised Mr. [redacted] that Expedia’s Best Price Guarantee must be filed via Expedia.com within 24 hours of the original purchase.
 
The following rules and regulations are associated with Expedia’s Best Price Guarantee:
 
·         Expedia's Price Guarantee covers flights, hotels, vacation packages, cruises, rental cars, and activities.
 
What it meansIf you find a cheaper, identical flight, vacation package, cruise, rental car, or activity within 24 hours of booking, or a cheaper, identical hotel up to 2 days before your standalone hotel check-in date, we'll refund the difference and give you a USD50 Expedia travel coupon.
 
Before you submit your claim, answer the following questions:
·         Did you book your flight, vacation package, cruise, rental car, or activity on Expedia in the last 24 hours?
·         Standalone hotel bookings only: Is today's date at least 2 days before the check-in date?
·         Are the travel / sail dates the same?
·         Did you find the lower price on a website in English?
·         Is the lower price quoted in US dollars?
·         Is the airline or cruise line the same?
·         Is the room type or fare class the same?
·         Is the cancellation policy the same?
If you answered "Yes" to all of these questions and wish to receive your refund, then you will need to:
 
Have your itinerary number ready.
Fill out our Price Guarantee Application.
Submit your claim
Based on the above, Expedia is unable to honor Mr. [redacted] refund request. Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
 
 
 
 
 
 
Sincerely,
 
LaToya J[redacted]
Corporate Customer Service

September 20, 2015
 
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 unsolicited sales calls. We understand Mr. [redacted] is requesting that sales calls be stopped.  On September 20, 2015 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
 
Our records indicate that the customer is stating he is receiving calls from a company claiming to be Expedia, offering free cruises. Thank you for telling us about this incident. Expedia takes this very seriously. Expedia does not place sales calls such as this and this is a known phishing attempt to gain personal and account information from people.  We encourage people to give no personal information to anyone identifying themselves as an Expedia representative, in an unsolicited call.  If any further calls are received, please send an email to [redacted]@expedia.com and tell us the date and time of the call, the phone number that called you, what the caller was requesting, what information you gave them, and your contact information in case we have more questions. If you have a voicemail from the caller, please attach it to the email.
 
You may read more information from Expedia regarding this issue at the following website: http://expedia-english-5.custhelp.com/app/answers/detail/a_id/2433/~/be-on-the-l...⇄ />  
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

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. Hello Revdex.com,Thank you for notify me with complaint #[redacted]. I double check with my bank today Jun 11,2016 and the bank conform me with my refund amount  has been posted  to my account from Expedia.  All clear now I do thank you very much for every things.I wish to Revdex.com have nice Businesses 
Sincerely, [redacted]

June 20, 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 Expedia credit.  On June 1, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on November 6, 2015, the customer self-booked a flight reservation for [redacted] and [redacted], using Expedia.com.  Travel was on WOW Air, departing April 20, 2016, from Boston, Massachusetts to Paris, France; returning on April 26, 2016, from Paris, France to Boston, Massachusetts. The customer is stating, once they were at the airport, they were advised they did not have any tickets.  The customer stated, they contacted Expedia; however, had to buy new tickets with a different airline.
 
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers.  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, we can confirm on April 23, 2016, the customer contacted Expedia by email and advised once they arrived at the airport, the airline advised, they did not have tickets for the flights and they had to buy new tickets with a different airline.  Expedia replied and advised, contact us directly.  We found no record of the customer contacting Expedia on April 20, 2016.
 
The customer did reply advising, they were already traveling and would not return until April 26, 2016.  Expedia replied, advising you to contact us directly upon your arrival.
 
In reviewing Ms. [redacted]’s account, the itinerary did advise the customer, the reservation was not confirmed.  The customer self-booked a low cost carrier.  Expedia cannot view any information regarding ticket status, changes, or cancellations.  The customer itinerary does provide the customer with this information.  The itinerary does advise the customer, they would need to confirm ticket information, changes, or cancellations with the airline directly.
 
Since the customer was not charged for the original tickets and Expedia cannot verify why the customer’s tickets were not issued by WOW Air, we hope the customer understands Expedia cannot honor the request for an Expedia credit.
 
We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern.  However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers.
 
 
We 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