Expedia Inc

January 26, 2018 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 fees he does not recognize stemming from a flight reservation. On November 05, 2017, Mr. [redacted] self-booked a round trip flight reservation for two passengers online and selected the option to include an insurance plan. The total amount charged for the tickets was $1477.10. The amount charged for the insurance plan Mr. [redacted] requested was $96.00 total for both passengers. Mr. [redacted] selected the flights with two different carries which carries a fee of $7.00 per passenger (total $14.00). These are the charges Mr. [redacted] claims he does not recognize. Upon researching the customer’s complaint, we can confirm that the customers added and agreed the options mentioned above. At no time did Mr. [redacted] call Expedia to inquire regarding the amounts charged. We do suggest that in the future Mr. [redacted] contacts Expedia by phone if he wishes to quickly be provided details of the charges. We do regret any inconvenience Mr. [redacted] has encountered in resolving this matter. Based on the information provided above, Expedia considers this matter closed. Sincerely, Daniel A[redacted] Expedia Customer Support

June 7, 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
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

September 22, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Expedia.com 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 fromyou.Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the package reservation full refund request.  Our records show on August 29, 2015, Ms. [redacted] self-booked an Expedia.com flight and hotel package reservation via booking number [redacted], with travel dates as September 2, to September 6, 2015. We understand from Ms. [redacted]’s complaint, she was not made aware the hotel portion of the package reservation was no longer available. The customer also stated after several attempts to resolve this issue, no assistance was provided by Expedia’s customer service agents. The customer is requesting afull refund for the package reservation since it was not utilized.Upon researching the customer’s complaint, we can confirm Ms. [redacted] brought this matter to our attention on September 1, 2015. The customer stated after contacting the hotel, she was advised there was no reservation available. Expedia proceeded to advocate on the customer’s behalf by contacting the hotel regarding the missing reservation. The hotel advised Expedia they overbooked the property and could no longer honor Ms. [redacted]’s reservation. We can also confirm Expedia sent a reservation confirmation to the hotel at the time of booking on August 29, 2015. Further research shows, Ms. [redacted] was offered other accommodations by Expedia’s reservations service but were not accepted. Expedia advocated on the customer’s behalf and contacted the hotel to request an authorization for a refund of Ms. [redacted] reservation as it was not honored. A full refund for the hotel portion of the reservation was processed on September 2, 2015 back to the original form of payment. Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendor. Expedia can only advocate on the customer’s behalf related to any refund requests. Based on the information provided above, we are unable to honor Ms. [redacted]’s request for a full refund of the entire package reservation.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]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because Expedia received the money for the tickets and  on  the last interaction that last more than 2 hours on the phone I had with Expedia Customer Service Manager Robert I asked specifically to: 1) Cancel the reservation with the airline because of the changes 2) Refund my money.  He did not complete any. Expedia ruined my family vacation I booked very early every year,   because of the changes.  Clearly expedia is profiting from selling airline tickets, they had got my money, not the airline and they made changes affecting the trip and forcing me to cancel my family vacation. I did my part: Book the trip and pay. They (expedia) did not honor the contract  by making changes with no consideration at all, and now they took my money.I want my money refunded entirely. 
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] [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,

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

Complaint: [redacted]I am rejecting this response because:Dear [redacted],Thank you in advance for your help.I am rejecting Expedia’s initial response for the following reasons:1) Expedia says: “Egypt Air gave Expedia approval to process 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."If the world were the way I like to imagine it is, or if Expedia were a credible, honest, and ethical company, realising their mistake, Expedia would immediately refund my money, followed by gifts of  flowers, champagne, and a free trip to Hawaii.Or at least a phone call (and refund)? 2)  On February 10, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available.Really? Perhaps you should ask for a copy of Expedia’s phone bill.I refer you to the website Consumer Affairs, which has thousands of complaints from wronged Expedia customers about whom Expedia has made similar unsubstantiated claims of offering help. Not only has Expedia NEVER contacted me about this issue, when I have contacted Expedia, as just one example, they put me on hold for 38 minutes and then “accidentally” connected me to another company. When I called back Expedia, they said I’d be connected to a supervisor in “one minute”, yet I was on hold again until my battery ran out (closer to twenty minutes). No emails, no responses to my emails, no voice messages. And. Not. One. Phone. Call. Not even when stranded in [deleted for privacy]Nada, niente, nothing. Not. One. Word.Never. (And, more to the point, no refund, yet.)In fact, Expedia is so blithely confident they can pull the wool over the Revdex.com's eyes that they copy and paste this paragraph into their letter, (a letter which, in its entirety, is largely. copied and pasted.)>> 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. etcWhy is Expedia wasting the Revdex.com’s time with a copy and pasted paragraph that has no relevance to this issue, and is hugely insulting, to boot?It wasn’t a cancelled flight, it was a cancelled route, due to a war, a plane that was blown-up by terrorists, and the intervention of a government (something widely reported around the world c.f. New York Times). (However, as I also pointed out, there is no force majeure exception in Egypt Air's TOS, and in fact Expedia admits that Egypt Air instructed Expedia to give me my refund.) Yet Expedia writes the Revdex.com a largely irrelevant, and even insulting copy and paste form letter, rather than simply returning my money, which they, themselves, admit they should have done three months ago.And what does it say about Expedia’s ethics that they characterize as  “inconvenient” the blowing up of a plane with hundreds of innocent passengers, as well as stranding someone in themiddle of [DELETED FOR PRIVACY] whose visa is a about to run out.3) "The airline has advised they exchanged the tickets at the airport for the return flights for travel on November 24, 2015, however [PASSENGER NAME] did not use the ticket. "a) Repeatedly, ad infinitum, we called Egypt Air in [DELETED FOR PRIVACY] - maybe eight times - as we spent hours trying to get in touch with Expedia. Why not call Egypt Air in [DELETED FOR PRIVACY] yourself if you’re interested - under no circumstances could Egypt Air exchange or do anything with this type of ticket purchased from Expedia,b) I never, ever, ever got any “exchanged” ticket or reservation. This is a patent lie, first, because it was impossible with that type of ticket, and, finally:c) ALL FLIGHTS ON THAT ROUTE WERE CANCELLED INDEFINITELY. THERE WERE NO TICKETS THEN, THERE ARE NO TICKETS NOW, AND THERE WILL BE NO TICKETS TOMORROW. Short of a time machine, or an interdimensional transport to an alternate universe which lacked a war in the Middle East, what they claim is impossible as the route no longer exists, not then, and, as far as I know, not today.Expedia did not contact me the other day despite claiming, to the Revdex.com, that they did. Expedia made similar statements which were contrary to the facts to, surely, exponentially more than the thousands who have complained of VERY SIMILAR THINGS on the Consumer Affairs website.In their letter to the Revdex.com, Expedia has taken this one step further, claiming something that is, in fact, IMPOSSIBLE. (Unless Expedia claims Egypt Air offered a ride on a magic carpet?)If Expedia’s call center where in The United States, as they pretend their company is, I imagine it would cost more in manpower to string stranded passengers along rather than just give them their money, but by using  a sweat shop call center in the Third World, where western business ethics apparently do not exist, they seem to find it profitable to continue to destroy many people’s finances and lives the way they have destroyed mine (there are many consequences that have resulted from this seemingly deliberate act on Expedia’s part.)If Expedia only manages to keep a small percentage of refunds it owes the thousands of their customers who have made similar complaints, it could add up to millions of dollars a year for them. It strains credulity that an organisation could be this “incompetent” due, merely, to incompetence.For both the stated reasons and others, including but not limited to various laws, rules, regulations, customs, and ethics, I believe I am owed both a refund as well as adequate compensation.Yours sincerely,[redacted]

July 27, 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 hotel collect reservation. Our records indicate that on February 5, 2016, Mr. [redacted] self-booked a “Hotel Collect” reservation (amount to be charged directly by the hotel, not Expedia – Expedia received no funds from Mr. [redacted] for this reservation) through the Expedia.com website. Accommodations were at the One Bedroom Vacation Rental in Waikiki Grand from June 20, 2016, to June 26, 2016. We understand from the customer’s complaint that he is requesting a refund. As this particular reservation is a Hotel Collect reservation, no money was charged to Mr. [redacted] by Expedia. 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. In addition, at the time of booking on the Expedia website, the customer agreed to our Terms of Use, which expressly provide as follows: 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 Affiliates. The Expedia Companies and the Expedia Affiliates 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 Affiliates 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. Expedia attempted to contacted the vacation rental property repeatedly via phone and email. On June 19, 2016, Expedia received notice that the owner had passed away and that the customer could no longer be accommodated. Mr. [redacted] was advised of this issue on June 20, 2016, and he was issued a $200 Travel Voucher which was provider to his Expedia account. As Mr. [redacted] was not charged by Expedia for the reservation that was cancelled, we are unable to refund as requested. We thank you for allowing us the opportunity to address the issues which have been 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

October 19, 2016
 
Revdex.com
E.com – Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the package reservation refund request. 
 
Our records show on September 21, 2016, Ms. [redacted] self-booked an Expedia.com flight and hotel package reservation via booking number [redacted], with travel commencing on December 26, 2016 for a total package price of $1,818.38. We understand from Ms. [redacted]’s complaint, due to climate issues in the Bahamas, she tried to cancel the reservation but was advised there would be a cancelation fee. The customer is requesting a full refund of the money paid for the reservation.
 
Upon researching the customer’s complaint, we can confirm via the actual booking process, the customer was provided with the flight and hotel cancelation policies. Ms. [redacted] was advised per the airline’s fare rules; if flight is canceled a $200.00 cancelation fee would be charged and for the hotel’s cancelation policy showed, if reservation is canceled before 3pm local hotel time, Monday December 12, 2016, a fee equal to 50% of the total amount paid would be charged.
 
Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions set by that particular vendor. Expedia does not charge a change or cancelation fee, any charges made for canceling a flight or hotel, is determined by each vendor. Based on the information provided above, we are unable to honor Ms. [redacted]’s refund request.
 
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]
Tier 3 Customer Service

November 9, 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 August 1, 2016, [redacted] booked six-night stay at the Studio Plus in New York, from September 27, 2016, to October 3, 2016.
We understand from Mr. [redacted]’s complaint that he had an unsatisfactory experience at the Studio Plus. He stated that he completed a check in survey and expected Expedia to take action during his stay that would address his concerns, but that did not happen. He is requesting a refund of $750.00. He was offered a travel coupon valued at $200.00 which he rejected.
We have reviewed Mr. [redacted]’s complaint and regret the experience that he reported. The feedback that he has provided to us will be helpful in looking at our vendor's customer service, and gauging our customers' satisfaction and perceptions. When customers book on Expedia, we hope and expect that their travel will be a flawless event. Should unforeseen circumstances arise, we anticipate that our travel partners will step in to fix whatever difficulties occur; we apologize that this did not happen.
As you may know, Expedia.com acts only as a third party intermediary for hotels and has no control over the hotel, any of the employees or customers. However, if one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounter. Moving forward we encourage Mr. [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact. We regret that Mr. [redacted]’s experience with Expedia was not to his satisfaction, but we are unable to offer any compensation for factors outside of our control.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

September 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

November 3, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention
Expedia is responding to the consumer complaint from [redacted] L [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,
[redacted]

January 13, 2017
 
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 hotel promotion that she did not receive. 
 
Our records reflect on August 7, 2016 [redacted] accessed Expedia.com and booked a package reservation for flights departing Seattle, WA on December 12, 2016 for Las Vegas, NV, returing December 17, 2016.  The booking also included a stay at the Bellagio Hotel and a rental car through Alamo Rentals for corresponding dates.  We have confirmed at the time of [redacted] reserved her stay, the Bellagio Hotel was offering the free buffets for two people per day.  We regret the Bellagio did not honor the promotion they placed on Expedia.com. 
 
If [redacted] will kindly respond to this message, sending a copy of her receipt showing what she was charged and paid for the buffet meals during her stay, we will speak with the Bellagio and request that they approve a refund for that amount, as this is their sponsored promotion.  If the Bellagio will not correct the mistake, as a courtesy, Expedia will make the refund from our company. 
 
Once we receive the buffet charge receipt, we will respond to the Revdex.com with the resolution.
 
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 24, 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 that Expedia expedite her refund for the flight.  On June 8, 2016, we received the receipt of the Revdex.com complaint.
 
Our records reflect June 28, 2015; the customer self-booked a package reservation for [redacted] and [redacted] using Expedia.com. Travel was on [redacted], departing April 9, 2016, from New York to London, England; returning on April 16, 2016, from London, England to New York. The hotel stay at the Ashburn Hotel, check-in date April 10, 2016, check-out date April 16, 2016. The customer is stating due to an airline schedule change, the flight was canceled and was advised they would be refunded within 8 weeks. The customer is stating has not received the refund due to an Expedia error and would have to wait another 8 weeks for the refund.
 
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.  [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Expedia has no control over when or how often an airline initiated schedule change occurs.  Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
 
Only the airline can make changes to a customer’s flights.  These changes are not related to the type of ticket that was purchased or the company they were purchased from.  Airlines rarely tell travel agencies why they make a change.  Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues.
 
Upon further researching this matter, we can confirm on April 7, 2016, the customer contacted Expedia, regarding the airline schedule change. Our agent contacted the airline, they advised would send an authorization and then Expedia could submit the refund request to them. Our agent advised the customer the refund would be sent from the airline and the timeframe would be 8-weeks. The customer understood and agreed.
On June 7, 2016, the customer contacted Expedia, advised that she had not received the refund for the flight. Our agent was able to verify [redacted] did not provide Expedia with the authorization to submit for the refund. Our agent advised the customer that we would need to contact the airline to request the authorization; however the customer declined and requested a manager. The customer was transferred to a manager.
Our manager contacted [redacted]; they provide the authorization for Expedia to submit the refund request. Our manager submitted the refund request to the airline and advised the customer the timeframe would be another 8-week and could not expedite the timeframe for the refund.
In reviewing the customer’s account the tickets status reflects as refunded. On June 24, 2016, Expedia contacted [redacted], they advised they the refund was issued on June 16, 2016.  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.  [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card).
 
Expedia cannot submit the refund request without authorization from the airline. The authorization was approved on June 7, 2016 and [redacted] has advised the refund was issued on June 16, 2016. Since the airline has already submitted the refund Expedia cannot expedite the refund from the airline. The standard timeframe for all airlines is 8-weeks.
 
 
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

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:
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]

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

Complaint Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for forwarding the Revdex.com consumer rebuttal from Leah Hollis.  We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
 
On September 1, 2016, [redacted] Airline confirmed that an airline schedule change was done for the outbound flight on January 20, 2016.  On that same day, [redacted] Airlines confirms that the customer contacted them to accept the schedule change; however the customer exchanges the return flight. No other changes were issued by the airline or Expedia.
 
Since the customer did use the flight and the customer processed the exchange for the return directly with the airline. Expedia will not honor the request for the refund.
 
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

August 30, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms. [redacted]. We regret to hear that she did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Ms. [redacted] (Revdex.com ID number [redacted]) regarding a package reservation. When a reservation is self-booked using the self-service tool online, the customer is acting as their own agent. As stated previously, 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. In addition, the customer agreed to the terms and conditions at the time of booking: 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 Affiliates. The Expedia Companies and the Expedia Affiliates 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 Affiliates 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. The Expedia website does not nor could not state each hotel’s percentage of ocean swimming areas. As the customer was correctly advised of the hotel and airline policies which they had agreed to at the time of booking, Expedia is unable to 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