Expedia Inc

November 6, 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] (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]

Revdex.com:This isn't a resolution.  It is a request for further documentation.  The extra information should be available to Expedia.com since that's where I made the reservation and I find it pretty odd that they don't have this information.
However, the information is easily provided.  I was charged $45 the first time for Itinerary #[redacted].  That itinerary was then cancelled.  I was then charged $45 TWO TIMES on Itinerary #[redacted].  
I previously sent a copy of my bank statement showing that $45 was taken out three times and now this information shows the itineraries that the $45 were charged to.  The third charge was supposed to be refunded as compensation for the unauthorized cancellation of the first $45 charged on Itinerary #[redacted].  
To add to the craziness, I never got to use the third insurance because Dollar would not rent me the car.  My trip began on November 23, 2015.  November 23rd is my birthday and I didn't notice that my license expired on November 24th.  Dollar said they couldn't rent me the car because my license would expire during the trip.  So I renewed my license online and obtained notice from [redacted] Department of Transportation stating that my license renewal had been paid.  Dollar would not accep this and would not rent me the car I reserved.  Avis, however, did rent to me so this is Dollar's rule not mine.  Either way, the $45 for insurance was never used.
Sincerely, [redacted]

October 30, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal with the requested information from our client, [redacted] We regret to hear that the customer did not accept our response and/or resolution offered.
 
We have further researched Ms. [redacted] complaint (Revdex.com case number [redacted]) regarding a cruise promotion not received, and after giving the matter our full consideration, we are unable to accede to Ms. [redacted] request of a refund under our Best Price Guarantee.
 
Regrettably, this request does not meet the terms and conditions set forth in our Best Price Guarantee.  Under the Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking.  The price match request must be submitted online within 24 hours of your original booking. The lower priced itinerary needs to meet specific requirements to qualify.  Following is a link to the Expedia Best Price Guarantee Terms and Conditions which are published and provided on Expedia’s website for our customers:
http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US:
 
The terms of our BPG program require that the comparison be “apples to apples” and the screen shots the customer must submit need to be for the exact same booking type.  The customer must create a mock booking up to the point where the final pricing is shown, just before entering their payment information. If it is a package, then the flight must be for the exact same route, time, class of service, etc.  and the room must match exactly also. 
 
The screen shot Ms. [redacted] sent is just a banner ad, but not a booking.  Also, her search criteria on the screen shot specifies “Mon, Sep 5 – Sun, Sep 11, 2 tickets, 1 room.  The banner price says $570 per person so the pricing model would be based on multiple travelers. 
 
She did not go forward and price out the exact same flight and room for only one traveler, as her itinerary was booked with us.  Therefore, we were unable to do comparison verification and could not agree to her request for a refund.   When she submitted her request, our BPG team did run a check of her itinerary and found the price had actually increased for the exact same travel items and this information was provided to the customer when her request was not honored.
 
With regard to the flight being booked for the wrong airport, as Expedia was unable to retrieve the booking call, to understand what had happened, Expedia did do a courtesy payment to the airline of $200.00 to make the change of airports to the customer’s ticket.
 
Again, we thank you for allowing us the opportunity to re-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
Expedia, Inc.

Complaint: [redacted]I am rejecting this response because:
 
this is the proof that I was never refunded my deposit, Expedia is responsible, they are the ones who booked the car rental, they should be held responsible for the customers they send to shaddy,criminal, fly by night companies just to be robbed,..... you can plainly see, usave took a $607 debit and say that they refunded $400 back on Nov.13....... but they are liars n thieves, nothing was ever put backSincerely,[redacted]

October 13, 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 hotel reservation.  We understand the customer is requesting a refund for their hotel reservation. On October 13, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate on September 10, 2015, the customer self-booked a hotel reservation, itinerary number [redacted], using Expedia website. Hotel stay was at the [redacted] in Amalfi Coast, Italy for check-in on September 21, 2015, and check-out on September 24, 2015. .
We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary.  We can confirm the customer contacted us on September 14, 2015, to reconfirm the reservation cancellation
The terms and conditions agreed to at the time of booking were as follows:
Cancellations or changes made after 11:59 PM on Monday, September 14, 2015 are subject to a hotel fee equal to 100% of the total amount paid for the reservation
Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
After reviewing the customer’s actual booking and cancellation sessions, we were able to confirm the customer successfully cancelled the reservation online on September 14, 2015, and agreed to a full refund. Expedia contacted the hotel to determine why the customer was charged and was advised the terms and conditions provided were incorrect; the reservation was non-refundable. Due to this error, Expedia will honor the cancellation policy. On October 13, 2015, Expedia processed a refund of EUR340.00 (USD 370.00), back to the customer’s original form of payment. The time it takes to post to Mr. [redacted]’s account depends on how quickly his credit card company processes refunds. We regret any inconvenience this matter has caused.
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,
Britt M[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: 
Let me start by making it extremely clear that I reject Expedia’s explanation to my concern and complaint, and that it is even more apparent after their response that they did not take any time to investigate the claims I expressed in my complaint, and only provided their “general policies.”  I will explain my response one step at a time.
First, Expedia’s claim that the “+VIP” symbol on their hotel listings are merely a sign that it is a highly rated hotel is either completely false, or extremely misleading.  There are many hotels (I shopped around on Expedia for several weeks before finally booking this hotel) that display the VIP symbol at certain times of days, weeks, etc., but not at other times.  It is suspect to think that the rating of a particular hotel changes so drastically from hour to hour, or day to day, that the VIP symbol would appear and/or disappear on daily, if not hourly basis on the same hotel. This was also confirmed by one of the agents I spoke with, who attempted to go through the process of booking this exact hotel while on the phone with me, and kept repeating that there is no +VIP symbol on the listing while she was going through the steps to test the booking.  Not to mention, that I’ve checked back with Expedia on this particular hotel at least 10 times after that, and sometimes it contained the +VIP symbol (for a higher price), and other times it did not (at a lower price).  It most certainly contained that symbol when I booked it.
Second, Expedia’s statement that they do not offer VIP status option is completely and utterly FALSE.  This was confirmed by the first Expedia agent I spoke with prior to booking.  The following 2 agents CONFIRMED that I DID, IN FACT, WAS BOOKED UNDER VIP STATUS.  Even if we take Expedia’s word that the agents (at least 3) gave me wrong information, the hotel itself confirmed on several occasions, PRIOR TO AND DURING our stay at the hotel, that they do receive bookings from Expedia that indicate VIP status, but my booking DID NOT. 
Next, contrary to Expedia’s statement in their response (“our agents did advise Ms. [redacted] (couldn’t even spell my name correctly) that we cannot book her as a VIP guest”), NONE of the agents I spoke with (there were at least 5, totaling over 15 HOURS, if you refer to my original complaint, which Expedia would have confirmed if they did due diligence in investigating my claims) have EVER mentioned that they are unable to book as VIP.  In fact, the first 3 agents CONFIRMED that I was booked as a VIP, and they “show me as VIP status in their system”.  In my original complaint, I detailed the dates and times I spoke with Expedia agents. These conversations are recorded for at least “quality control purposes.”  It is blatantly obvious that Expedia made no effort to obtain and listen to those conversations, because their response would have been completely different and would have addressed those conversations.  It is not the case that the “explanations were not clear,” the fact is the explanations were just clearly WRONG.  And if Expedia would bother obtaining at least some of the 5 conversations I had with Expedia agents, they would clearly see that I was provided COMPLETELY WRONG INFORMATION, from my first call BEFORE EVEN BOOKING this trip. 
I STRESS THAT, WAS I NOT GIVEN WRONG INFORMATION FROM THE BEGINNING, ESPECIALLY BEFORE BOOKING, I WOULD NOT HAVE BOOKED THIS TRIP.
As for the offer of $100 towards future travel, is a completely pointless gesture, because I will never, EVER, EVER book anything with Expedia EVER again.  I hope the emphasis on NEVER, EVER gets my point across.  And probably no one that I ever come in contact with now or in the future. Not like there isn’t enough competition to put up with this kind of crappy service. 
Lastly, in addition to providing false information PRIOR to my booking, resulting in false pretense for my decision to book this trip, Expedia’s customer service was extremely, utterly and unacceptably appalling.  Again, if Expedia bothered to pull the phone conversations and records I mentioned in the original complaint, they would see that I absolutely literally, with not a speck of exaggeration, spent hours, upon hours, upon hours on the phone being “on hold” or “while they investigated.”  One of the phone calls lasted over 5 hours, consisting at least one hold of over TWO HOURS, and another at least an hour, most likely more.
 
Prior to and upon arrival to the hotel, I inquired directly from the hotel exactly what EXPEDIA VIP status would afford me.  The answer was, an upgraded ocean-front view room and free access to wifi (which is EXACTLY what the first Expedia agent informed me PRIOR to me booking this trip, which is what I was made belief I was getting).  Upon our arrival to the hotel, the room upgrade cost almost $300, and wifi’s cost was $30 per day in that particular hotel, which although seems extremely excessive, is based on that hotel’s owners’ policies (which can be easily verified by calling and asking the hotel staff). 
I refuse to accept that 3 different agents admittedly gave me wrong information, the first of which resulted in my decision to book this trip, WHICH I WOULD NEVER HAVE DONE OTHERWISE, and that I should not be entitled to compensation and refund of my expenses associated with this CONSISTENT WRONG INFORMATION.  Not to mention compensation for minimum 15 hours of conversations, being on hold, broken promises that escalation departments and/or management would call me back to discuss.  NO ONE EVER DID, despite several specific statements that someone will be in touch with me to help me resolve my issue.
Everything I assert in my original complaint can EASILY be verified by Expedia’s proper due diligence investigation by locating the numerous phone conversations, and information (or obviously complete MISINFORMATION) given to me on at least 3 out of 5 different occasions, resulting in unexpected out-of-pocket expenses, and my valuable time. 
I want Expedia to either refund my unexpected expenses associated with this booking for things I was led to believe were included (room upgrade and wifi) and compensate me for my valuable time during my multiple lengthy futile attempts on the phone with various Expedia agents, trying to resolve this issue; or Expedia to produce recordings of at least 5 conversations I had with Expedia agents when I was provided false and misleading  information, and advise how they will compensate me for Expedia employing numerous agents without proper training, who provide such misinformation and false statements, wasting consumers’ time and money, not to mention ruining their vacations. 
Thank you for your time and consideration.
Sincerely,[redacted]

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

January 18, 2017
 
 
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number[redacted]) regarding Expedia promotional emails.  We understand Ms. [redacted] is requesting that they stop receiving the Expedia promotion emails. On January 10, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 10, 2017, the customer contacted Expedia via email requesting that they stop receiving the Expedia promotional emails. Expedia replied to the customer advising that the cancellation request may take up to 10 days to process. Expedia provided the customer with the steps on how to stop the emails.
 
In reviewing the customer’s account, the customer’s email was removed. Expedia has also forward the customer’s request to our marketing department. Please be advised it may take up to two months for the promotional emails to stop.
 
We regret any inconvenience that this may have caused and would like to assure you that your business is important to us.
 
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: that was an error, I thought there was a Revdex.com case open but there was not. I did not open a case at that time because Expedia told me the issue was resolved and I could use my credit anytime with United. I did contact both Expedia and United airlines multiple times prior to the credit expiring and I have multiple email chains to prove that, but United was not able to locate the number provided by Expedia and this is why this happened.Sincerely,[redacted]

July 9, 2015
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We...

appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding the status of a refund that has been requested for a hotel itinerary that was cancelled.  Although an itinerary number wasn’t provided in the customer’s letter, it appears we are discussing booking # [redacted]
 
Our records reflect that on June 18, 2015 Mr. [redacted] contacted Expedia and an agent assisted in booking a refundable reservation at the [redacted] in Onalaska, Wisconsin to arrive on July 3, 2015 and checking out on July 5, 2015.  The customer is reporting that he didn’t receive his emailed itinerary and chose to cancel the reservation. 
 
It is never our intention to inconvenience our customers and Expedia regrets the difficulty Mr. [redacted] experienced with this booking. 
 
Expedia shows this matter was resolved on January 23, 2015 when a refund was processed for the full amount of the original itinerary, in the amount of $325.44 which was credited back to the customer’s original form of payment.  The time it takes to post the refund to your account depends on how quickly his credit card company processed refunds.
 
If for any reason the credit has not been received, the customer may reply back and we will contact him or he can contact his card company to check on the status of the refund, as it has been processed on our end.
 
As a courtesy, we have provided the customer’s online Expedia account with a $25.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within his account. We hope he will allow us the opportunity to improve upon his experience in the future.
 
The coupon is in the account that has the following information in it:
 
Account Holder [redacted]
User Name [redacted]
Email: [redacted]@aol.comAccount Number: [redacted]
 
The customer may update and edit the information as he chooses so it will reflect what he would like it to contain.
 
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
`

July 15, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
 
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business...

Bureau 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 for Ms. [redacted] (Revdex.com case number [redacted]) regarding an Expedia travel coupon.
Our records indicate that on June 29, 2015, Ms. [redacted] self-booked a package reservation using Expedia’s website, itinerary [redacted]. The package includes flights, hotel accommodations and roundtrip ground transportation. We understand the customer is requesting that the coupon in the amount of $150.00, she redeemed her online Expedia+ rewards points for, is applied towards this reservation.
We have verified that Expedia was contacted by Ms. [redacted] in regards of this issue. The assisting representatives advised the customer that we are unable to apply coupons to already purchased itineraries. The option to enter a coupon code appears during the booking process. After selecting a qualifying reservation, the customer needs to click "I have a coupon", enter the code, and click "Apply" to receive the discount. However, if our customers need assistance with applying a coupon, they may call Expedia’s customer service team to assist them in applying the coupon prior to purchasing their reservation.
For more information on Expedia®+ rewards Terms and Conditions please open the following link:
https://www.expedia.com/loyaltyrewards/pages/info-rewards/expediarewards/terms.h...⇄ /> While we regret Ms. [redacted]‘s experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to honor her request for her $150.00 Expedia Travel Coupon to be applied to her itinerary # [redacted], or reverse the points used for the coupon back to her account. The coupon is currently available in the customer’s account and is good until June 28, 2016.
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,
 
Lidiya N[redacted]
Tier 3 Customer Service

May 16, 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 package reservation.  We understand Ms. [redacted] is requesting Expedia to provide her with compensation.  On April 30, 2016, we received the receipt of the Revdex.com complaint.
Our records reflect on February 16, 2016, the customer self-booked a package reservation for [redacted], using Expedia.com.  Travel was on American Airlines, departing April 22, 2016, from London, England to San Francisco, California; returning May 2, 2016, from San Francisco, California to London, England.  A hotel stay at Hotel Zelos, check-in date April 29, 2016, check-out date May 2, 2016.  The customer is stating, they had to change the flight date; however, was advised the return portion had no remaining value and to buy a new ticket. 
The customer is stating, they contacted Expedia to inquire about receiving a refund for the return portion of the flight; however the customer was not able to receive any assistant.
Upon further researching this matter, we can confirm on April 28, 2016, the customer contacted Expedia, advising needing to change the return flight to an earlier time.  Our agent advised the customer, that the return portion did not have any remaining value.  Our agent advised the customer, the best option for the customer would be to buy a new ticket for the return flight. The customer understood and self-booked a one-way flight reservation.
On April 30, 2016, the customer contacts Expedia, advising an agent misinformed her that the return flight had no remaining value and had to book a new one-way flight.  The customer advising would like to receive a $500.00 credit for compensation.  Our agent advised the customer, they could offer $200.00 coupon; however the customer declined and requested a manager.
The customer was transferred to a manager, the customer advised she had contacted Expedia and was place on long hold times and her call was disconnected several times.  The customer advised, they would like to receive a $500.00 credit for compensation.  Our manger advised the customer, that her return portion of her flight did not have any remaining value and her best option was to buy a one-way ticket.  Our manager advised the customer, Expedia would only honor the $200.00 for compensation; however the customer declined.
In reviewing Ms. [redacted] account the outbound flight was used and the return flight is reflecting open. The change fee for American Airline is $300.00, plus any fare difference.  In reviewing the return flight, the ticket did not have any remaining value left for the customer to exchange the ticket. 
Expedia did add a $200.00 coupon onto the customer’s account, and our records reflect it was redeemed on May 10, 2016 for a new itinerary number.
Expedia strives to provide the highest level of customer service. 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 hope the customer understands Expedia cannot honor the request for further 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,
Delia K[redacted]
Tier 3 Customer Service

Revdex.com:Although I am stunned by the incredible lack of care towards it's customers, not contacting their passengers when their flight has been cancelled, a change that was confirmed in their system, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is all I want.  Expedia has the worst customer service of any company I've ever experienced.  They have lost my business and dozens of others that I've told of my experience due to their callous disregard for their customers and stunning mismanagement of this situation.  However, my refund is all I need and I plan to never do business with them again.Sincerely, [redacted]

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]

Complaint: [redacted]
I am rejecting this response because:Please find my account with the following:email address is [redacted]@icloud.comitinerary # is #[redacted] 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

April 3, 2017
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us the opportunity to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened Ms. [redacted] felt her concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from Ms. [redacted] (Revdex.com case number [redacted]) regarding a flight cancellation issue.
Our records reflect that on March 5, 2017 Ms. [redacted] accessed Expedia.com and booked itinerary #[redacted] for four round trip flights on Ethiopian Airlines from Virginia, USA to Johannesburg, South Africa.  As Ms. [redacted] complaint states, Ethiopian Airlines has cancelled the flights and is providing a full refund. 
Expedia serves only 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. Ethiopian 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. We hope you understand we must adhere to the policies dictated by the airline.
Ethiopian Airlines has suspended some bookings, and cancelled flight reservations, due to a system error causing the airline to provide incorrect fares to customers and third party booking sites. As fares were not charged appropriately, Ethiopian Airlines will not honor bookings priced incorrectly, and is canceling and refunding customers accordingly. 
 
Moreover, Expedia’s Terms of Use, which were agreed to by Ms. [redacted] at the time of booking, expressly state:
 
The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errors. In particular, the Expedia Companies and Expedia Partners do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.). In addition, Expedia, Inc. expressly reserves the right to correct any pricing errors on our Website and/or reservations made under an incorrect price. In such event, if available, we will offer you the opportunity to keep your reservation at the correct price or we will cancel your reservation without penalty.
 
Our Terms of Use further provide: 
 
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 regrets the inconvenience this matter has caused our customers. If Ms. [redacted] would like assistance with rebooking flights that meet her needs, she may contact our Customer Service Department at 1-800-EXPEDIA (1-800-397-3342). Our agents are available 24 hours a day, seven days a week. 
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

Complaint: [redacted]I am rejecting this response because: I wrote the dates down that night with times of flights out and in .with the dates. Why would anyone in their right mind lie about this when flight didn't match car rental and neither of them matched the hotel bookings. and wheres my receipt or any kind of something even showing this transaction took place. The lady hung up with me before I got anything I waited and waited and nothing. I cant believe they can get away with this. I couldn't even take to my bank without receipt or anything in writing. I Know my attachment isn't much I had to dig to find it but I wrote this all down when I was on phone.  And what about the refund for car rental they clearly stated I would get back. I was on the phone hours with them and they refused to say they made a mistake and they are still refusing. The consumer need protected. I am not rich I don't have 1400 dollars to just say ok. leave it. nobody would do that. This is all an out right cover up on their part.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:Expedia states that "due to the dates that the customer booked were nonrefundable except for the last night. Any cancellations or changes made before February 25, 2017, the customer would receive a refund for the date(s) that were refundable only. "As shown in the attached screenshot, Expedia claim prominently, on 2 screens that make up the short booking process that the relevant booking, at the Clift was "free". It keeps showing that "You can cancel free of charge up until February 25". Only at the very end of the process and in a much smaller type/format, is reference made to conditioned cancellation by hotel. Use of the term "free" in the context of cancellation is therefore clearly not accurate, or at least should be clearly qualified at the point at which it is displayed prominently. On this basis, I feel that the Expedia booking flow was deceptive and misleading. As I stated in my original complaint,I would not have made the booking if it had been made clear to me at the time that cancellation was subject to a charge. 
Sincerely,
[redacted]

November 26, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentDear 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.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.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,Hayden J[redacted]Corporate Customer Service