Expedia Inc

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

March 1, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for ta[redacted] 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

March 2, 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 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 March 1, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available.
Upon researching this matter, our records reflect on May 3, 2015, the customer self-book a one-way flight reservation using Expedia.com.  Travel was on Tap Portugal, departing September 6, 2015, from Newark New Jersey to Lisbon, Portugal.  The customer is stating his flight was canceled and he has not been refunded.
From time to time and for a variety of reasons, airlines issue schedule changes.  We understand these changes can be inconvenient, time consuming, and inconvenience the customer. 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. Tap Portugal 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 Expedia 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 a customer 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.
We can confirm on June 9, 2015, the customer contacted Expedia needing to change the date to September 5, 2015; the agent processed the exchange; and charged the customer in the amount of $275.00.
On June 29, 2015, the customer contacted Expedia, advising that they received an email advising that the flight was canceled.  At that time, the customer requested a refund.  The agent contacted the airline, however the airline was closed; the customer was advised to call back once the airline was open.
We can confirm the customer contacted Expedia several times, requesting a refund for the flights; however our agents were not able to contact the airline.  On January 9, 2016, the customer contacted Expedia, requesting the refund; the agent contacted the airline and was advised by the airline that they tried to process the refund; however, because the customer disputed the charge with their credit card, they cannot process the refund. 
On March 2, 2016, Expedia contacted Tap Portugal on the customer’s behalf; they advised the flight was canceled.  However, because the customer disputed the charge with their credit card, they are unable to process a refund.  The airline advised the customer must remove the dispute from their credit card before a refund can be issued.  Once the dispute has been removed from the customer’s credit card, the customer must contact Expedia.
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: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 actually emailed Expedia directly and they had provided a credit of $100 and a non flight coupon worth $50, apologizing for the situation and 11+ hours of time to file this complaint. However, I have yet to receive the refund or coupon.
 
I thank you for helping me retrieve a response and I hope they will continue to work on their customer service for cancelled flight, including representatives that can communicate and assist with Expedia's 3rd party vendors (in this situation the skill set of speaking Chinese would have helped). 
 
Kindest regards,
[redacted]

Expedia has received updated information from A[redacted]. They confirmed the customer was downgraded from a Junior Suite Garden to a Junior Suite. The hotel has authorized the refund for the difference of $119.00.On October 3, 2016, Expedia will process the refund back to the customer’s original form of payment.We thank you for allowing us to address this matter further.Sincerely,Delia K[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

September 2, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a reservation booked on Expedia.com.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
 
Tier 3 Customer Service
 %3

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,

Complaint: [redacted]
I am rejecting this response because: yall cheat your customers.  You try to get people to buy this useless insurance in case they have to cancel a flight but you don’t say that there’s very few circumstances that warrant this insurance actually working.  We had to cancel and there’s no way the insurance would’ve covered it.  We shouldn’t have bought it in the first place but it’s Expedia’s false advertising at fault.  I still want just the insurance portion we paid refunded.  There’s no accepting your response until this is done.
Sincerely,
[redacted]

August 14, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us...

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

October 7, 2016            Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding a car reservation. On October 7, 2016, Expedia processed a refund in the amount of $101.14 back to the customer’s original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refunds. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.            Sincerely,Lisa S[redacted]Tier 3 Customer Service

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.  We understand [redacted] is requesting a refund.
Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that [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 [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

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

Complaint: [redacted]
I am rejecting this response because:I did indeed PAY TWICE.  I paid Expedia $169.03 AND [redacted] $225.88.SEE THE ATTACHED Paypal.com and American Express Statements.The manager has not told the truth once. Look at the facts in the attachments.
Sincerely,
[redacted]Attachments redacted by Revdex.com staff[redacted]

September 27, 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 [redacted] is requesting a refund. On September 21, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on August 15, 2016, the customer self-booked a flight reservation for [redacted]. Travel was on [redacted] Air Lines, departing August 20, 2016, from San Francisco, California to Delhi, India; returning on September 20, 2016, from Delhi, India to San Francisco, California with Lufthansa Airlines. Itinerary Number: [redacted].  The customer is stating the traveler was not allowed to take the returning flight. The customer is stating they self-booked a new one-way flight for the traveler.
 
Upon further researching this matter, we can confirm on September 19, 2016, the customer contacted Expedia advising the airline did not allow the traveler [redacted] to board the return flight due to the traveler did not have a visa for the connection countries.
 
Expedia contacted [redacted] Air Lines; they advised they could not offer the customer any options. Expedia contacted Lufthansa Airlines; they advised the only option is for the traveler to book a flight that only had one connection. Expedia advised the customer, the customer advised they would need to contact Expedia back.
 
In reviewing the customer’s account on September 19, 2016, the customer self-booked a one-way flight reservation for [redacted]. Travel was on China Airlines, departing September 29, 2016, from Delhi, India to San Francisco, California with one connection. Itinerary Number: [redacted].
 
On September 27, 2016, Expedia contacted [redacted] Air Lines on the customer’s behalf; they advised the outbound was used and the return was not. [redacted] Air Lines advised the return does not have any value on it.
 
Expedia can confirm the flight itinerary [redacted] was used.
 
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. 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.
 
Expedia does not provide Passport/Visa requirements for international travel. The customer’s itinerary does provide a disclaimer for Passport/Visa requirements, which states:
 
Proof of Citizenship is required for international travel.  When children are traveling, additional documentation may also be necessary.  It is your responsibility to meet entry requirements for the countries you are traveling to and connection through.
 
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. 
 
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

August 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 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 July 30, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on May 25, 2016, the customer self-booked a package reservation for [redacted] using Expedia.com.  Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North Carolina. A hotel stay at the Holiday Inn  Express Chicago-Magnificent Mile, check-in date July 31, 2016, check-out date August 5, 2016. Itinerary Number: [redacted]. The customer is stating they encountered an error while booking the reservation. The customer is stating Expedia could only offer to cancel and rebook the customer; however Expedia could not honor the original cost of the flight.
 
We can confirm on July 30, 2016, the customer contacted Expedia, advising his last name was incorrect; it should be [redacted] not **. Expedia advised the customer that United Airlines does not allow name corrections; however Expedia contacted the airlines on the customer’s behalf. United Airlines advised no name changes are allowed and would consider the ticket as a lost value.
 
Expedia advised the customer to cancel and rebook the new flight with the correct name and as a one-time courtesy Expedia would refund the original flight. Expedia advised the customer we could not honor the original cost of the flight. The customer agreed.
 
In reviewing the customer’s account on July 30, 2016, the customer self-booked a flight reservation for [redacted].  Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North Carolina. Itinerary Number: [redacted].
 
Expedia did refund for the original flight reservation for itinerary number: [redacted] on July 30, 2016, in the amount of $262.93.   We can confirm the new flight reservation was used.
 
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.
 
Since this issue was resolved on July 30, 2016 and the customer was refunded for the itinerary number [redacted] for the flight. 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 further
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 Serice

July 12, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect on May 1, 2016 Mr. [redacted] accessed Expedia.com online and booked a stay at the Bear River Casino Hotel in Loleta, California, Itinerary # [redacted], to check in June 28, 2016 and checking out June 29, 2016.  The terms of the booking, agreed to at the time the reservation was created were:
 
Cancellation and Change Policy: Refundable
Cancellations or changes made after 1:00 PM local hotel time, Monday, June 27, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
 
While we are happy to hear the customer won a free night’s stay during his stay at the Bear River Casino, the reservation was already non-refundable after June 27, 2016, per the terms of the itinerary.  The free night would need to be provided directly by the hotel on another date. 
 
Per the terms of Mr. [redacted]’s itinerary, Expedia will not be able to provide a refund for this 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,
 
Roseanne G[redacted]
Tier 3 Customer Service

September 19, 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 hotel reservation.  We understand you are seeking a refund for $50.00 for the cost you paid for a resort fee that you were advised was refundable.   We researched this matter further and our records show a reservation for The Westin Fort Lauderdale Beach Resort was booked on August 4, 2017 by an Expedia agent. The hotel details indicated the hotel would charge a resort fee of $49.95 per night, per room, and it did not indicate it was refundable, it may have been for that reason the agent could have misadvised this information. We apologize for any inconvenience this may have caused. However taking into account your experience we have refunded your card ending [redacted] in the amount of $50.00, you should expect to receive your refund within seven to ten business days from today. Also despite your recent experience, we encourage you to continue to use Expedia for your future travel arrangements, thereby allowing us the opportunity to restore your faith in our company. We have provided your online Expedia account with a $100.00 Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package.  The coupon will appear in the booking path for your next qualified reservation, and it is valid until one year from the date of this letter. For additional terms and conditions, kindly use the link provided below – http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn100.asp We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Kiki R[redacted] Corporate Customer Service

Complaint: [redacted]I am rejecting this response because:  
My family and I bought from Expedia a round trip premium economy ticket Jun 9th Sofia to Newark (USA) via Frankfurt and return on Sep 13th from JFK to Sofia via Munich. (ITINERARY WITH EXPEDIA [redacted]). We changed our return in August from the 13th to the 7th of September trough Expedia and paid a fee for the change of the return portion of the ticket. However, Expedia did not book us on a premium economy flight from JFK to Munich, which was our original flight and what we paid for, but rather put us on an economy flight to Munich. Horrible mistake!!! The difference in price is huge and Expedia ripped us off. I called Expedia today and after an hour on the phone the rep said that they would look into the matter and fix their mistake, but nothing was done. Our booking remains economy. The rep was just lying and ran from responsibility. Today Sep 7th my family and I (all four people) would have to fly premium economy, which in addition to better seating allows us for extra luggage which we came with and need to bring back. Since Expedia charged is for a premium economy ticket and when changing the return booked us economy they ripped us off charging us for a service we will not be using. Expedia needs to compensate us for the overcharge or change our return to premium economy immediately.
 Today we will try to upgrade our ticket with the airline at the airport from economy to premium. These charges would have to be given to us as credit by Expedia for billing us for premium economy and instead booking us for economy. If the airline doe not have premium economy seats Expedia should refund us for the difference in airfares between premium economy and economy and pay for our excess luggage. (Premium economy allows for two bags per person, and economy allows for one bag. we came with two bags and would need Expedia to pay for the excess bags on the return).Sincerely,[redacted]