Expedia Inc

December 7, 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 rental car reservation.  We understand Ms. [redacted] is requesting a refund. On November 30, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect October 16, 2016; the customer self-booked a rental car reservation with Hertz in Maputo, Mozambique pick-up date November 20, 2016, drop-off date November 27, 2016. The customer is stating that Hertz charged the customer additional fees.
 
Upon further researching this issue, we can confirm on November 30, 2016, the customer contacted Expedia requesting a refund. The customer advised that Hertz charged the customer for additional fees. Expedia contacted Hertz; however the vendor was not available.
 
On December 1, 2016, Expedia contacted Hertz on the customer’s behalf; they will provide Expedia with a breakdown of the customer’s charges.
 
Once Hertz provides Expedia with the information, we will review and send an update to the Revdex.com and customer.
 
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

August 4, 2017   Revdex.com Mid-Western and Central Ohio Complaint Department   Re: Expedia.ca Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.ca 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.ca is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Our records reflect that on June 24, 2017, Mr. [redacted] booked a one-night stay at the Hampton Inn Newark Airport from July 16, 2017, through July 17, 2017. On June 24, 2017, we contacted the property on the customer’s behalf and changed the arrival date to July 1, 2017. We understand from Mr. [redacted] that he arrived for check in on July 1, 2017, and was informed that there was no reservation on file for him. At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stay. While we do not view this complaint as something Expedia is responsible for, because we value Mr. [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaint. A refund in the full amount of his booking 171.46 CAD was issued to the original form of payment. Refunds like this typically take 3-7 business days to post to individual accounts, depending on how quickly the credit card company processes refunds.   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, Marlon J[redacted] Corporate Correspondence Team

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

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

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

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]

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

Complaint: [redacted]I am rejecting this response because: Expedia never really used WestJet's cancellation policy for the credit. Expedia's interpretation of their cancellation policy caused me to lose my credit and/or money. Sincerely,[redacted]

February 16, 2017
 
 
Revdex.com
Alaska, Oregon, & Western Washington
 
Complaint Department
Re: Vacations by Marriott Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Vacations by Marriott...

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.  Vacations by Marriott is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Vacations by Marriott is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package reservation.  We understand Ms. [redacted] is requesting a breakdown of the charges. On February 11, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on February 10, 2017, the customer self-booked a package reservation for [redacted] and [redacted]. Travel is on Seaborne Airlines, departing May 20, 2017, from Birmingham, Alabama to Christiansted, Virgin Island with Delta Airlines; and returning on May 26, 2017, from Christiansted, Virgin Island to Birmingham, Alabama. The package includes a hotel stay at the Renaissance St. Croix Carambola Beach Resort & Spa. The package includes the Package Protection Plan, via itinerary number [redacted]. The customer is stating they are being charged a higher amount than what was quoted online.
 
In reviewing the customer’s account due to the type of fare that the customer purchased we are unable to provide the customer with the breakdown of the charges for each booking.
 
The customer can view their billing statement to determine what the airline charged for the flight portion of the reservation. The customer can then divided the number nights for the hotel booked.
 
That would provide the customer with the total amount charged with taxes and fees for the hotel. The customer can use the emailed confirmation that was sent on February 10, 2017.
 
During the booking and checkout path on our website, it did disclose the base fare along with the taxes and fees for each reservation. 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. 
 
Sincerely,
 
Delia K[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]

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

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

September 19, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. ** did not accept our response and/or resolution offered.Expedia has contacted Hahn Air multiple times requesting a refund. Due to them not responding we are unable to process a refund for this non-refundable reservation.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J[redacted]Corporate 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. My bank as well has been informed of the information stated above. Thanks for your time and concerned efforts.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

June 20, 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 apologize if the current flights are not visible to Ms. [redacted] on our website. There are times when changes that are made to an itinerary are not reflected on our website. This information can be verified on Delta Airlines website using the Delta confirmation number:  [redacted].
 
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Thank you for your response. I do understand that the weather is out of our control as well as the airlines. However when we have tried to rebook the flight we are told it will be$350 per ticket. This is almost the cost of the original ticket ($755). We are certainly prepares to pay a more reasonable fee such as most other airlines charge to rebook. I understand that you are not willing to wave this fee but feel like a compromise would be to lower the fee. 
 
Thank you [redacted]

December 4, 2018
 
Complaint Department -Expedia
Re: Expedia Case # [redacted] / [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 his roundtrip flights from Houston, TX. to Barranquilla, Colombia. We understand from Mr. [redacted]’s complaint that he is requesting a refund for his canceled flights due to several flight schedule changes initiated by LATAM Airlines.
Our records reflect that on February 20, 2017 , Mr. [redacted] or an authorized user of the account self-book a flight on LATAM Airlines, departing on December 22, 2017 from Houston to Barranquilla and returning on LATM Airlines (Operated by American Airlines), departing on January 5, 2018 from Barranquilla to Houston. The airlines’ rules and restrictions were advised during the online booking process and on the confirmation itinerary. It states, the tickets are nonrefundable, nontransferable and name changes are not allowed.
Following each airline schedule change, he had notified Mr. [redacted] via phone or email regarding his flight changes. We provided alternative flight options offered by LATAM Airlines.
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. LATAM Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Expedia has no control over when, or how often, airline initiated schedule changes occur.
Only the airline can make changes to flights. These changes are not related to the type of tickets that are purchased or the company the tickets are purchased from. Airlines rarely tell travel agencies why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
We do not set any fare rules, and we do not maintain any flight schedules or make any changes thereto. Upon completing his booking on our website, he agreed to our Terms of Use, which expressly provide:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is 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. Expedia has 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.
Mr. [redacted]’s tickets were reissued by the airlines, Expedia does not have access to the tickets. Based on the above, we cannot offer a refund or compensation for this matter. We encourage Mr. [redacted] to contact LATAM Airlines directly to submit a claim for a refund. Please provide conformation code [redacted] (Refunds are not guaranteed and are subject to the airlines’ approval). 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,
Tammie M[redacted]

September 22, 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 a refund request.  We understand Mr. [redacted] is requesting compensation due to a hotel reservation not being honored by the hotel. On September 22, 2015 we contacted the customer to acknowledge receipt of their Revdex.com complaint.
 
Our records indicate on September 5, 2015 the customer accessed Expedia.com online to book a one night reservation at the [redacted] at Stadium Drive, Kodak Tennessee to arrive same day, September 5, 2015 and checking out September 6, 2015. The reservation was submitted to the [redacted] and confirmation number [redacted] was returned by the hotel, confirming the reservation. The customer was charged $179.17 and provided Itinerary # [redacted]. 
 
The customer is reporting he contacted Expedia to verbally confirm his reservation and he also called the hotel directly and received confirmation of his reservation.  He states the hotel did not notify him at that time of any problem accommodating him.  Mr. [redacted] then states several hours later he received a call directly from the hotel, as he was in route to the hotel, telling him they were booked to capacity and would not have a room for him.  Expedia did not receive communication from the hotel that they would not be accommodating the customer.  The customer states he had to find another place to stay.
 
We’re sorry to learn about the customer’s experience with [redacted].  Expedia.com acts only as a third-party intermediary for hotel providers. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage them to contact us with any problem they encounter with a hotel. This enables us to attempt to find a resolution at that time.
 
Expedia has a relocation department and, had the customer contacted us, we could have attempted to relocate him to another local hotel.  If none could be found that he approved of, a refund would have been processed for his initial payment. As Expedia was not contacted during travel, we were unable to assist with alternate accommodations and a refund was not processed.
 
 
On September 22, 2015 Expedia spoke with [redacted] at the [redacted].  She was able to confirm the customer’s reservation had been cancelled and approved a refund by Expedia; however she was unable to provide information as to why the reservation was not honored.  On September 22, 2015 Expedia immediately processed a refund in the amount of $179.17 back to the customer’s original form of payment for his hotel reservation.  The amount of time it takes for the credit to be available in his account depends on how quickly his bank processes refunds.
 
While Expedia regrets the inconvenience the customer experienced, we had no indication from the hotel that they would not accommodate the guest, and no opportunity to assist.  We cannot agree to the customer’s demand of a $2,500.00 compensation for this issue.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Customer Service

January 26, 2016Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case: O[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear [redacted] did not accept our response.As an effort to advocate on Mr. [redacted]’s behalf on January 26, 2017, Expedia attempted to contact Europcar. Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and the airlines and is subject to the rules and restrictions of those providers. At the time of booking, Mr. [redacted] agreed to the 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.At this time we are unable to authorize any additional compensation. 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,Hayden J[redacted]Corporate Customer Service