Expedia Inc

Complaint: ***
I am rejecting this response because: I do NOT dispute the fact that it was a non refundable room That is NOT in question What I reject is that the company will not acknowledge the original mistake on their part The dates that I booked for were not the dates that I was given The issue is that either the system glitched or the confirmation was manually input incorrectly by an employee I was given the WRONG dates--DATES I DID NOT CHOOSE Upon receipt of the confirmation, I began trying to correct this error, only to be given incorrect information OVER AND OVER by representatives who either lied about availability or told me what I wanted to hear to get me off the phone In one instance I was told that the hotel would refund the money--upon calling the hotel directly, I was told that they have no such policy with any 3rd party booker Another instance I was told there was no availability, which, according to the hotel again and your own website was another lie Yet another time I was told that as long as I booked with the same hotel chain, I would get my money refunded She made the promise to call me back to confirm and, of course, she never didAside from the poor business practices that connecting with this company distasteful, the real problem does not lay there. Once again, the issue is this: the confirmation email I received back DID NOT MATCH the order I submitted A refund is INDEED in order due to the technical error ON YOUR END I was not given the correct dates, and upon reading the numerous other complaint, I'd say this is an bigger issue than just myself It appears to be a legitimate, systemic problem within the company Had I booked the dates of May and 29, I would have stayed at the hotel and there would be no problem The dates I booked were May 26-- Your company did not give me the dates I requested and then lied to me over and over and never responded to my inquiries afterwardI formally request my refund--again
Sincerely,
*** ***

September 1,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding 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 *** *** (Revdex.com case number ***) 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 replyWe respectfully request additional time from the Revdex.com as further research is needed for this case
Sincerely,
Tier Customer Service

Complaint: ***I am rejecting this response because: there is no way that the Jonathan Edwards motel is a three to four star hotel.
read customer complaints under the web site for yourself. I am not the only person who has been scammed in this way, according to customer reviews. I have contacted Eye Team investigate and plan to file a complaint with cyber crimes for being scammed. Businesses should not be able to get away with this. Not one sight did I see say that the Jonathan Edwards motel is a star hotel. On customer reviews there was one horror story after horror story of people who stayed in this motel. Travelocity gives it stars, and some of Expedia's sights say and another sight of Exedia's say stars. Seems as though Expedia can't even agree how many stars to give this place. When looking up the ratings of the hotels in the Dennis MA area, The Jonathan Edwards falls in a ranking of #out of 20. Nearly the worst rated. I rebooked, down the road in West Yarmouth during the weekend of July 8th. We stayed at the Clarion Inn, a three star hotel, honest to its word, and a whole lot better than the Jonathan Edwards Motel. There were several other hotels in the area rated stars and ranked much higher that the Jonathan Edwards motel. This is advertisement and I plan to seek further action.Sincerely,*** ***

July 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-*** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr***We regret to hear he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr*** *** (Revdex.com ID number ***) regarding a hotel reservationDespite the customer’s recent experience, we encourage him to continue to use Expedia for his future travel arrangements, thereby allowing us the opportunity to restore faith in our companyWe have provided Mr*** online Expedia account with a $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 packageThe coupon will appear in the booking path for his next qualified reservation, and it is valid until one year from the date of this letterIn addition, we have provided his comments to our market managing department to ensure the hotel’s information is updatedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S*** Tier Customer Service

July 23,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com
allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis 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 March 16, 2015, Mr*** booked an Expedia Vacation Package which included a roundtrip flight from Seattle, Washington to Minneapolis a three day car rental from June 26, 2015, through June 29, 2015, and travel insurance
We understand from Mr*** complaint that he is requesting a refund of $because he had requested a change to his itinerary on June 19, By purchasing travel insurance, Mr*** was eligible to receive a refund of the airlines rebooking fee of $which he thought would have been processed by the time he submitted this Revdex.com complaint
We have researched Mr*** complaint and discovered that the car rental portion of his package was canceled and refunded on June 19, An attempt was made on July 1, 2015, to refund the $rebooking fee, but due to a technical issue only $was refundedAs such, on July 23, 2015, we processed a refund for the remaining $to the original form of paymentRefunds like this usually take 3-business days to post depending on how quickly the credit card company processes refunds
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Tier Customer Service

Complaint: ***
I am rejecting this response because:This is all wrongI didn't just not show up to the hotel that I bookedI got an email from expedia saying that the hotel has and was overbooked and so that my reservation was no longer available. Dear *** ***, Extended Stay America Santa Rosa - South (67828) has contacted usregarding your stay beginning on 5/19/2017.The hotel has informed us they are not able to accept the reservation soExpediawould like to assist and help you find another comparable hotel. Please respond to this email right away to confirm your acceptance of the alternate accommodationsWhen contacting us, please reference the guest’s itinerary ***. We value our guests and appreciate your businessThank you for your immediate attention to this matterWe look forward to hearing from you soon. Regards, Reservation Support Services |~|00XC00000020GoHMAU|~| That is what the email saysdirect copy and pastedAnd so I did not get a refund to my card and I did get a dollar couponhowever, expedia didn't call nor make any other attempt to contact me beforehandI was hours from the hotel when I checked my email and I was already on the way to the hotelI had to go through *** to get another reservation to a different place because most hotel rooms were sold outI had work at 4pm and they emailed me at 2pmThat is unacceptableI believe that I should get a full refund of the total purchase cost of the booking and also be compensated more than a measly dollarsAnd the intitial refund is not showing up at all in my bank account. ref:_***
Sincerely,
*** ***

October 3,
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: ***
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 *** *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms*** is requesting a refundOn September 27, 2016, we received receipt of the Revdex.com complaint
Our records reflect on August 6, 2016, the customer self-booked a pay later hotel reservation at the *** *** ** ***, chedate August 1, 2016, check-out date August 15, Itinerary Number: ***The customer is stating once they arrived at the hotel; the customer was relocated to a different hotelThe customer is stating they did not like the new hotel and self-booked a different hotel reservation
Upon further researching this matter, we can confirm on August 10, 2016, the customer contacted Expedia advising once they arrived at the hotel; the customer was relocated to a different hotelThe customer is stating they did not like the new hotel and self-booked a different hotel reservationThe customer requested the refund for the original booking and the difference for the new hotel reservation
In reviewing the customer account, on August 27, 2016, Expedia contacted the *** ***They advised they already processed the refund back to the customer’s original form of payment in the amount of $4,USD
Expedia has reviewed the customer copy of the receipt for the new hotelThe customer’s cost for the new booking was in the amount of $10,913.00BRLThe currency conversion for USD is $3,
Since the new hotel booking was less than the original bookingExpedia cannot refund the customer for the differenceThe customer did use the reservation at the new hotelExpedia cannot process any refunds or compensation
Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Tier Customer Service

Complaint: ***I am rejecting this response because Expedia didn't provide the acceptable reasonAt the beginning, they said they couldn't find the flight, it was because they processed the case late after the flight had departedLater, they said the flight info didn't matchNow, they don't have clear explanationTheir response conflicts with previous responseThey don't want to be responsible for their business.Sincerely,*** ***

I will never use expedia again To have to deal with this issue for so long and the only resolution that I received was a portion of what I am owed is beyond outrageousHotel is pointing finger and you all and you all are pointing finger to hotel but I am the one who sufferedYes you all refunded the but in reality I only received about dollars of that because of the overdraft chargers that were not my faultI will be placing an unstasified review on every review site I canRidiculous. Complaint: ***I am rejecting this response because:Sincerely,*** ***

Revdex.com:I think it's humorous that they take credit for "resolving" the problem when it took days, over phone calls, more than hours on hold until I finally reached a person who would take responsibility for my issue.
Expedia's customer service representatives are not empowered to think or act independently. They conveniently did not respond until the issue was resolved - days before I was due to leave on my trip for Kathmandu, Nepal. And I had to purchase tickets new directly through an airline while I waited for Expedia to decide if I was going to get my refund of over $2300.
I have let everyone I know never to use Expedia.
*** ***

May 18, 2015Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case#O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding 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, Incis disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a refund request. We understand Ms*** is requesting Expedia to issue a second refund for the airline penalty fee. On May 11, 2015, we contacted Ms*** to acknowledge receipt of her Revdex.com complaint but were unable to reach her. Our records indicate on October 27, 2014, Ms*** or an authorized user on the account, self-booked a vacation package that included a flight and hotel reservation for two travelers on Expedia’s website for travel on December 12, 2014, from Philadelphia, PA to Miami, FL with ** *** returning December 15, with *** ***. The hotel was booked with *** *** *** and included with the package was the Expedia Package Protection Plan which provided the following travel insurance coverage: SECTION I: Expedia Vacation Waiver: Change or cancel for any reason; Your group is allowed to change or cancel your trip for any reason one (1) time prior to the scheduled start time* of your trip without being charged any change or cancellation fees. SECTION II: Coverages offered by Insurer *** *** *** Company Trip; Provide for Cancellation and Trip Interruption Benefits Pre-Departure Trip Cancellation and Post-Departure Trip Interruption. On December 16, 2014, we were contacted by Ms*** who requested to cancel the flight reservation. Under Part Coverage of her travel insurance, the customer was allowed a one-time courtesy cancellation that provided reimbursement of the airline cancellation fees. Our customer service representative canceled the flights and processed a refund of the cancellation fees in the amount of $per ticket, for a total refund of $400.00. The customer was able to exchange the flights with an $difference in fare; $per ticket was charged at the time she rebooked. As Ms*** has already been refunded the $based on the cancellation waiver, the excess paid by Ms*** to exchange her flights was a total cost of $at current airfare pricingIn researching further, on January 26, 2015, we were contacted by Ms*** to discuss the package cancellation, and a partial refund was processed for the hotel reservation in the amount of $90.94. The hotel rules and restrictions for cancellation state:Cancellation and Change Policy: Refundable Cancellations or changes made after 11:PM local hotel time, Wednesday, May 06, are subject to a hotel fee equal to night(s) plus taxes and fees.Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation At the time that we received the call, the hotel reservation was not in penalty and qualified for a full refund but received a partial payment only. On April 20, 2015, the customer contacted our customer service department to discuss the balance of the refund for the hotel. Upon researching further, we determined that a full refund was due but did not process. A second hotel refund was processed for $312.94. The balance remaining in the package booking is the travel insurance which is non-refundable On April 28, 2015, Ms*** contacted us for assistance rebooking her flights using her airline credit. As stated above, the total cost Ms*** paid on April 28, was $per ticket which included the airline penalty that we refunded in advance. The airline rules and restrictions provided during the booking process advised Ms*** that any change or cancellation for her flight would result in an airline penalty of $per ticket due at the time she rebooks or deducted from her overall credit that would be held with the airline. Ms*** was provided assistance in booking new flights with the travel dates of May 7, through May 10, 2015. No additional refunds are dueWe 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,*** ***Tier Customer Service

November 18,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us
to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
We understand from Ms*** complaint that she booked two flights with Expedia that she eventually canceledThe cancellation left her with airline credit for both passengersMs*** contacted our office to utilize the credit and after paying the $rebooking fee; was informed that the boked was completedMs*** says that she did not receive a confirmation and after five-days, she contacted our office but, we could not locate the bookingMs*** stated that after five days, there were still no charges so she assumed that the booking did not go throughShe then booked her flight with Southwest AirlinesAfterwards, she discovered that she was actually charged the $for rebooking with ExpediaWhen Ms*** contacted Expedia for a refund, we advise her that we could not locate the itinerary in questionShe is now requesting that the $be refunded
We contacted Ms*** by phone this afternoon and informed her that we’re unable to locate the booking or charges with the information that we haveWe asked that she provide billing statements to confirm the chargesShe agreed to forward the requested documentation in her rebuttal to this replyOnce we receive the rebuttal, we feel that we will be able to find a resolution
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Tier Customer Service

Complaint: ***I am rejecting this response because:I want to ensure accepting doesn't mean that this issue is closed. Sincerely,*** ***

June 2,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis 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 12, 2015, Mr*** booked a roundtrip flight from Washington, D.Cto Birmingham, Alabama departing on October 13, 2015, and returning on October 24,
We understand from Mr*** that he canceled the original flights and later contacted Expedia to have his airline credit applied towards a new flightMr*** stated that he spent several hours on the phone with Expedia but, ultimately received no new fightHe is now requesting that Expedia issue a full refund of $
We contacted Mr*** on June 2, 2016, and offered our apologies for the issues regarding his airline creditIt appears that many attempts were made to accommodate his request but, regrettably those attempts were unsuccessfulWe value Mr*** as a customer and offered to grant him the refund that he requestedHe accepted and we agreed to process the refund this morning for $Refunds like this usually take 3-business days to post
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Tier Customer Service

May 30,
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: ***
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 *** *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr*** is requesting a refundOn May 25, 2017, we received receipt of the Revdex.com complaint
Our records reflect on May 18, 2017, the customer self-booked a pay later hotel reservation at the Americas Best Value Inn, Salisbury with a chedate of May 19, 2017, and with a check-out date of May 21, 2017, via itinerary number ***The customer is stating that he was not satisfied with the hotel conditions
Upon further researching this matter, we can confirm on May 22, 2017, the customer contacted Expedia regarding the hotel complaintExpedia offered the customer a $coupon for a future hotel booking
On May 30, 2017, Expedia contacted the hotel on the customer’s behalf; they advised that the customer made hotel complaint during the stayThe hotel offered to correct the issue or move the customer to another the room; however the customer declined and decided to check-outSince the customer did use the room for the dates, the hotel will not process the refund
In reviewing the account, the coupon is active for use and the customer can view the terms and conditions for the coupon on their Expedia account
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 providersOur customers do have the capability to view hotels reviews online before purchasing the reservationWe do not own or operate any hotels, nor do we set any policies related to refundsWe hope you understand that we must adhere to the policies of the hotel in this case
Furthermore, when finalizing the reservation on Expedia.com, the customer agreed to Expedia’s Term of UseThe Expedia’s Terms of Use explicitly state as follows:
The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia CompaniesExpedia Companies 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 formExpedia Companies 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 have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority
In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages.
Based on the above Expedia is unable to 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***
Corporate Customer Service

Complaint: ***I am rejecting this response because:
Dear Sir,
I spent 3h at night and 2h in the morning in your customer service phone line, being thrown back and forth and disconnected, trying to get to one of your managers, and finally I got to a "supervisor" saying managers don't work at this hour and you are saying you don't view this complaint as something you are responsible for?
I had to talk to a rude dispute representative that told me he couldn't help me the very first minute he answered the phone, and I had to keep insisting on getting more information from himHe finally hang up on me, and you are saying you don't view this complaint as something you are responsible for?
Sir, the hotel manager, told me they don't do anything manually, and the system automatically books the roomHe even showed me a print out of a one queen bed room bookedHe also told me they have had this problem with hotwire (for some reason he kept saying he got the reservation from hotwire) several times beforeI don't think he was lying
Sir, this rude dispute department representative, also admitted you are using a two person room for three guest opaque rooms, as if that was acceptable and common knowledge
Sir, with all respects, the above suggests that there are numerous issues with your service and that you are systematically ripping people off, and you are saying you don't view this complaint as something you are responsible for? Sincerely,*** ***

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and
concerns which have been brought to our attentionExpedia, Incis 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 *** *** (Revdex.com case number ***) regarding their reservations
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Tier Customer Service

April 29,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the RevDex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia 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*** *** (Revdex.com case number ***) regarding a flight reservation
Our records indicate that on January 14, 2014, the customer self-booked a flight reservation with ** *** using Expedia’s website, for a total of $685.10; itinerary ***Ms*** cancelled her itinerary prior to the scheduled travel date and received and e-mail stating an airline credit in the amount of the ticket price will be provided to use within a year of the original booking date, following the terms and conditions of the airlineMs*** states that she contacted Expedia in January, 2015, and was advised she has until January 2016, to utilize her airline credit; she is requesting for that statement to be honored
We have verified Ms*** contacted Expedia on January 23, 2015, to discuss her airline creditWhile we were unable to clarify what the information provided to the customer during the conversation was, Expedia is willing to honor her credit as a gesture of good faith
An airline credit in the amount of $685.10, subject to the airline imposed penalty fee for ticket exchanges of $200.00, and any applicable increase of fare, is available for Ms*** to use to complete travel by January 14, 2016, for travel on ** ***To apply the credit towards a new booking she needs to contact Expedia at *** (***), reference case number O-*** and request to be escalated to Tier Department for assistance
We regret Ms*** experience was not as we would have hoped, and any subsequent inconvenience causedExpedia welcomes customer feedback in our ongoing effort to improve upon the customer experienceHer comments will be forwarded to the appropriate department to utilize for further training and improvements in our services
We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier Customer Service

September 14,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis 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 April 30, 2015, Ms*** booked roundtrip flights from Syracuse, New York to Toronto, Canada, traveling June 9, 2015, through June 14,
We understand from Ms***’s complaint that she missed her flight because she did not arrive at the airport on timeAs a result she was subject to additional fees of $2,in order for her and her daughter to board the next flightShe feels that Expedia is at fault for not informing her about the need to arrive that the airport earlier
We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representativeWhen acting as their own travel agent, it is the customer’s responsibility prior to completing the purchase, to review and verify all travel details including but, not limited to the flight summary that advises passengers to “reconfirm your international flight reservation at least hours prior to departure by contacting the airline directly”This information is available on the face of the itinerary
We regret to hear that Ms***’s vacation experience was not to her satisfactionAs you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotelsWe are unable to control unforeseen events such as flight delays or equipment malfunctions that may occur at the time of travelWe understand that the passengers were considered no-shows and charged a penalty by the airline, but we are unable to offer any compensation for factors outside of our controlPlease note that each of our airline partners establish their own rules and policies for as it relates to their productsWe are bound by these rules and policies and must adhere to them
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Tier Customer Service

February 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time
to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms*** *** (Revdex.com case number ***) regarding a flight reservationOur records indicate on January 13, 2017, the customer booked a non-refundable flight reservation which included travel insurance through an Expedia phone agentTravel was with Aeromexico departing June 18, We understand from the complaint the customer is requesting a refund due to the travel insurance booked with the flight reservationAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedAeromexico was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaExpedia makes every effort to ensure that our customers have a clear understanding of the terms and conditions associated with the travel items they are purchasingThe customer contacted Expedia on January 18, 2017, claiming that she was advised at the time of booking that upon cancellation she could receive a full refundThe Expedia assisting representative had the phone call recording pulledAccording to the call recording, the agent advised the customer that if she needed to cancel for the reasons the customer stated, the customer would not receive a refund for the flight, she would receive an airline credit, and that the customer would need to cancel the flight prior to departureIn addition, The customer was advised at the time of booking that the ticket was non-refundable and there would be airline imposed fees to make any changesThe customer received an itinerary confirmation upon completing the reservation via emailThe airlines terms and conditions and the travel insurance terms and conditions are located on the itinerarySince Expedia is not the merchant of record, Expedia must abide by the terms and conditions agreed to at the time of booking, and as a result, Expedia is unable to issue a refund as requestedWe thank you for allowing us the opportunity to address the issues which have been brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S*** Corporate Customer Service