Expedia Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

May 22,
Revdex.com
E.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
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 their 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 hotel reservation that was not as described on the website information provided by the resort
Our records reflect on August 10, 2-the customer accessed Expedia.com and self-booked a package reservation with a round trip flight departing from Tijuana, MX on October 18, to Cancun, MX, returning October 22, 2017. The itinerary also included a stay at the La Zebra Colibri Boutique Hotel in Tulum, MX for corresponding dates.
The customer has provided a screen shot showing the hotel had provided information on our website stating the room she booked would have two bedrooms, however the hotel has since corrected that information and advised they have rooms with two beds but not two bedrooms.
On October 16, we attempted to contact the customer to discuss options we might be able to offer her and to see if she had made alternate accommodations on her own. We were not able to reach her by phone. As her date of stay is October 18, 2017, we would like to speak with her tomorrow morning, October 16, 2017. If she will reply to this response with a specific time that she can reached after 8:am PST tomorrow, we will contact her at that time to discuss the matter
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***
Tier Corporate Customer Service

Complaint: ***
I am rejecting this response because: I did contact Expedia (both locally and US) when I was at the resortOn the phone over an hour 2X. The comment itermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers." is not justification for not delivering what they advertise. Attached is a screenshot of the Expedia site offering the coupons. This happens all the time when customers book trips on Expedia. They promise services and when you get to the hotel they know nothing about the offers on Expedia.
Sincerely,
*** ***

August 22, 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 youExpedia is responding to the consumer complaint from *** *** (Revdex.com ID number ***) regarding a hotel reservationUpon receipt of the Revdex.com submission, we have verified on August 16, 2016, Expedia processed a refund in the amount of $ back to the original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refundsWe 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThanks a lot for helping me out with this, I spent hours total on the phone with Expedia and wasn't able to get any help from them.Sincerely, *** ***

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

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

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,
*** ***

May 18,
Revdex.com
E.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 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 their 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 pending authorization complaint
Our records indicate no itineraries were created for the date and flight the customer is referring to. Ms*** is stating her attempts to purchase a flight on Expedia.com were not able to be processed. There can be many reasons the bank or credit card company will reject a purchase. Many people attempting to book travel find they have a daily spending limit and the cost of their travel is over that limit and they have to contact their bank to have the daily limit temporarily increased so their purchase will process. The other issue the customer is referring to is a pending authorization
When customers attempt to make online purchases, the vendor’s accounting system will electronically contact their bank or credit card companies’ system to validate the account is active. At that time, the bank or card company may place a hold on the amount of funds the customer is attempting to spend, in anticipation of the vendor debiting the account for the purchase. When a purchase is not completed, and the vendor does not withdraw the funds, the hold is usually released within three business days. When a customer has several failed attempts to make purchases, this can put a large amount of funds on hold at their bank or card company.
Although vendors, such as Expedia, do not request these holds be placed, we can contact the customer’s bank or Card Company, and ask that they release the hold immediately. We verify the transaction was not completed and confirm we won’t be debiting the customer’s account. However, banks require our agents to have the customer on the phone, when making this request. Therefore, a customer that has a failed transaction would need to call 1-800-EXPEDIA (397-3342) and ask to have a pending authorization removed. They will be transferred to an agent who can assist by calling their bank or card company and asking for release of the hold(s). Most banks and card companies will release the customer’s funds at Expedia’s request, however; some have rules that require the hold to remain for a period of time set by the financial institutionExpedia does not have any authority to force the banking institution or credit card company to release the hold, if they refuse
In the case of flights, Expedia is not the merchant of record. Expedia acts only as a third party booking intermediary for the airlines and the customer is charged directly by the airline. For pending authorizations for flights, the customer would need to contact the airline customer service line to ask them to assist in having the authorization removed
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***
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

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

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

December 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 November 28, 2016, Ms*** booked a three-night stay at the Shelburne NYC Hotel from December 4, 2016, through December 7,
We understand from your correspondence that Ms*** viewed a price of $195.60, and booked the reservation, but when she received a confirmation email showing that she was charged $She contacted our office to dispute and requested that we honor the price that she was quotedMs*** also provided a screenshot showing the price of $
Upon receipt of this complaint, we accessed Ms***’s account and discovered that the matter was addressed on December 1, We confirmed that a refund of $was processed to the original form of paymentRefunds like this usually take between 3-business days to postWe regret any inconvenience encountered by Ms*** as it relates to this booking
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:
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,*** ***

November 10, 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 two flight reservationsOur records indicate that on October 29, 2016, Ms*** self-booked a combined one-way flight reservation through the Expedia.com websiteTravel was with both United Airlines and American Airlines, each airline charging the customer’s credit card separately, not ExpediaOn October 29, 2016, Ms*** self-booked another flight reservation which also included a car reservation through the Expedia.com websiteTravel was with both United Airlines and American Airlines departing November 15, 2016, with United Airlines being the validating carrier(the entity that received Ms***’s funds and the company charging Ms***’s credit card), not ExpediaWe understand from his complaint that the customer is requesting a refundPlease note that Expedia serves as a third-party intermediaryWe give the customer the capability to choose the dates, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedWe hope the customer understands that we must adhere to the policies dictated by the airline in regards to cancellations and refundsUpon further investigation, we show the customer contacted Expedia via email on October 29, 2016, stating she was having difficulty with self-booking a reservation which included a carExpedia replied to the customer with different options that may be causing the difficulty but also advised her that she may contact Expedia via phoneWhen making a reservation on Expedia.com, the customer always has the option of speaking with one of our travel specialists who are here to assist hours a day, seven days a weekAs always, making a reservation with one of our travel specialists is no additional costOn November 3, 2016, the customer contacted Expedia regarding the additional charges on her credit cardAt this time Expedia advised the customer of the double booking which did not have identical flightsThe assisting representative contacted both airlines on behalf of the customerThe customer was advised that American Airlines would refund minus a $airline imposed feeUnited Airlines would not authorize a refund through Expedia and stated the customer would need to request a refund directly through the airlinePer notes in the airline ticket information, notated by the airline; customer contacted American Airlines directly and the supervisor stated the airline imposed fee would now be $Refund was processed on November 9, In addition, at the time of purchase, the customer was provided with the fare rules of the tickets that stated that the tickets were non-refundableWe 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

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,*** ***

August 10,
Revdex.com
E.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
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 their 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 an issue with pending authorizations and a request to honor airline pricing that was available when the customer attempted to book earlier
When customers attempt to make online purchases, the vendor’s accounting system will electronically contact their bank or credit card companies’ system to validate the account is active. At that time, the bank or card company may place a hold on the amount of funds the customer is attempting to spend, in anticipation of the vendor debiting the account for the purchase. When a purchase is not completed, and the vendor does not withdraw the funds, the hold is usually released within three business days. When a customer has several failed attempts to make purchases, this can put a large amount of funds on hold at their bank or card company.
Although vendors, such as Expedia, do not request these holds be placed, we can attempt to contact the customer’s bank or Card Company, and ask if they will release the hold. We verify the transaction was not completed and confirm we won’t be debiting the customer’s account. However, banks require our agents to have the customer on the phone, when making this request. Therefore, a customer that has a failed transaction would need to call 1-800-EXPEDIA (397-3342) and ask to have a pending authorization removed. They will be transferred to an agent who can assist by calling their bank or card company and asking for release of the hold(s). Some banks and card companies will release the customer’s funds at Expedia’s request, however; some have rules that require the hold to remain for a period of time set by the financial institutionExpedia does not have any authority to force the banking institution or credit card company to release the hold, if they refuse
With regard to providing price matching with an earlier attempt to book; Expedia acts only as a third party booking intermediary and as stated in the Terms of Use for our website, which the customer agrees to when utilizing our services, all of our travel products, prices, and availability, are subject to change until customers have completed their purchase and a reservation is ticketed and confirmed by the airline or other vendors. We cannot match a price seen at an earlier date that the customer was not able to complete booking for and for which the airlines did not ticket
TERMS of USE for Expedia website
https://www.expedia.com/p/info-other/legal.htm
This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement")Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in courtYou should also read our Privacy Policy, which also governs your use of the WebsiteBy accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall applyIf you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents
Expedia regrets the difficulty the customer was experiencing while attempting to book on our site. Customers can contact an Expedia agent for assistance in placing their booking at 1-800-EXPEDIA (1-800-397-3342)Our agents are available 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***
Corporate Customer Service

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.
*** ***