Expedia Inc

October 22, 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 Mr. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on February 16, 2015, the customer self-booked a flight reservation using Expedia’s website, itinerary [redacted]. Travel was with [redacted] Limited from Phoenix, AZ to Chengdu, China, departing on May 20, 2015, and returning on July 15, 2015. Due to changes to his travel plan, Ms. [redacted] requested a partial refund of his ticket. On May 29, 2015, a refund of $200.00 was issued by Expedia, back to the original form of payment. Mr. [redacted] claims that he did not receive that refund.
Upon receipt of Mr. [redacted] complaint, on October 20, 2015, Expedia re-issued the refund of $200.00, back to the original form of payment, as an offer of good faith. The time it takes a refund to post to the customer’s account depends on how quickly his credit card company processes refunds, generally within 3-7 business days.
On October 22, 2015, Expedia contacted Mr. [redacted] to advise of the refund. We are currently awaiting the customer to confirm if the refund was received directly with his credit card company/banking institution, and will assist him until the refund is received.
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I would appreciate Expedia to take action to make this not a one-time exception in my case, as many people are effected by this regulation.Sincerely, [redacted]t

September 7, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us...

time to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a car reservation. Our records indicate the customer self-booked a car reservation with Dollar Rent A Car through the Expedia.com website. We understand from the complaint, the customer is requesting compensation. Upon receipt of the Revdex.com submission, we were able to verify that Mr. [redacted] self-booked a Standard Van Rental, which can be found on his confirmed itinerary. The customer’s itinerary includes the car rental’s term and conditions which state all the insurance charges and rules and regulations in addition to: • Child Seat/Infant (0-12 month / 0-13kg) Infant Seat COST IS EUR 5.88 PER DAY, EXCLUDING VAT, PER SEAT. ITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER Child Seat/Toddler 4-7 years / 15-30 kg) Toddler Seat COST IS EUR 5.88 PER DAY, EXCLUDING VAT, PER SEAT. ITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER Navigational System (Built in system) Navigational System COST IS EUR 8.40 PER DAY, EXCLUDING VAT. ITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER SEE If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time. However, we do not show that the customer contacted Expedia during their travels. As this reservation was self-booked by the customer, Expedia is unable to refund the customer as requested. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

April 10, 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 a shuttle reservation.  We understand Mr. [redacted] is requesting the refund. On April 1, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 21, 2017, the customer self-booked a package reservation. Travel was on British Airways, departing March 17, 2017, from Phoenix, Arizona to Paris, France; and returning on March 26, 2017, from Paris, France to Phoenix, Arizona. The package includes a hotel stay for the Citadines Les Halles Paris. The package includes a roundtrip shuttle in Paris, France, via itinerary number [redacted]. The customer is stating that the shuttle company did not pick-up him up at the airport or at the hotel. The customer is stating they had to take a taxi each time.
 
Upon further researching this matter, we can confirm on March 31, 2017, the customer contacted Expedia advising that the shuttle did not pick him up at the airport or take him back to the airport from the hotel. The customer advised that they had to take a taxi each time. The customer requested the refund. Expedia contacted the vendor; however they were unavailable.
 
Expedia has contacted the vendor; they advised they would need to research the customer’s complaint. Once they update Expedia, we will update the Revdex.com and the customer. We hope the customer understands Expedia cannot process the refund until the vendor confirms that the reservation was not used and that the vendor authorizes the refund.
 
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

August 25, 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 a package reservation.  We understand Ms. [redacted] is requesting that Expedia respond to her complaint. On August 22, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect August 8, 2017; the customer self-booked a hotel reservation at The Reserve at Paradisus Punta Cana Resort-All Inclusive with a check-in date of November 28, 2017, and a check-out date of December 8, 2017, via itinerary number [redacted]. The customer is stating that they encountered an error while booking the reservation. The customer is stating that they attempted to book a package which included a flight and hotel; however the hotel was only booked and confirmed.
 
Upon further researching this matter, we can confirm on August 8, 2017, the customer contacted Expedia advising that they booked a package reservation; however only the hotel booking was confirmed. The customer request to cancel the hotel and rebook the package reservation, Expedia contacted the hotel because it was nonrefundable. The hotel would not authorize the refund.
 
Expedia contacted the hotel again on the customer’s behalf; who advised that they would allow the customer to cancel and rebook; however the customer must first rebook the same hotel reservation, which is a nonrefundable rate, if not the hotel would not authorize the refund. Once the new reservation is booked and confirmed the hotel would authorize the refund for the original booking. Please note that Expedia cannot honor the original price.
 
The customer can contact our customer service department at 1-800-397-3342. The customer can reference the itinerary number and the case number [redacted], when contacting Expedia.
 
Expedia reviewed the customer’s booking session that was made on August 8, 2017. During the booking and checkout path on our website, it was disclosed that the flight date search was no longer available and advised the customer to research the flight dates or continue to book the hotel separately. The customer completed the reservation with only the hotel booking.
 
Please note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any policies related to refund. We hope you understand that we must adhere to the policies of the hotel in this case.
 
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

August 5, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-[redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time...

to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a flight reservation. Upon receipt of the Revdex.com submission, we have verified this issue was resolved on August 2, 2016. A refund in the amount of $923.24 was processed back to the customer’s original form of payment. The time it takes to post the refund to their account depends on how quickly the credit card company processes refunds. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

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]

Complaint: [redacted]I am rejecting this response because: It only takes a quick google search to see how many other people have been tricked by Expedia with this bait and switch tactic. They should take more effort to ensure customers are notified. I have documents clearly stating that the $945.xx that I paid includes all taxes and fees. I understand that there are optional fees like breakfast and parking. Those fees are my election. The "resort fee" is not at my election. It wasn't adequately disclosed to me and I still feel like Expedia used a bait and switch tactic. I could have purchased the airline and hotel directly and actually saved $70 over the entire cost that I purchased through Expedia. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
There is no answer of my concerns , why was the billing done without issuing a reservation."Having no control" is very poor excuse, at the end of the day the holds are made by expedia in attempt to book services from them. Also once hold is obtained why it was not used to complete the reservation when I called and asked this to be do to be more effective !
There was no reason to reject my payment because the bank card was well set with funds. On other hand there is issue with the billing system from the Expedia web site i.e. the insurance is posted as 18 p.p but when booked is adding up to 70 USD for that trip. This was also addressed with Expedia over the phone and e-mail and still no answer ....
In addition there is no answer not even a simple apology about the bad customer service they had over the phone , the phone was hung up on me twice and also also a supervisor was rude to me! 
So far very poor service; customer service and service recovery , I would also recommend Revdex.com to do not accept this poor generic excuses to justify their lack of professionalism.
I still expect resolution from Expedia  , if I am not able to obtain it here I will proceed further with searching assistance with various authorities and also will post all my concerns on all possible social media sources.
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

February 9, 2017
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on January 14, 2017, Ms. [redacted] booked a four-night stay at the Byblos Resort & Casino from January 14, 2017, through January 18, 2017. 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 representative.
We understand that Ms. [redacted] is requesting a refund because she was not pleased with the condition of the property. Ms. [redacted]s stated that she was told her room would not be available for two or three hours upon arrival and she decided to cancel and book another location. She is now requesting a refund of her initial booking plus the difference in what she paid for the alternative location.
Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide selection details on several pages for review including the final payment screen. Expedia.com serves as a third party intermediary for companies with which we do business such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners.
As Ms. [redacted] acted on her own behalf as the travel arranger, she is responsible to select the proper amenities conducive to her travel needs. Furthermore, as Ms. [redacted] or an authorized user of the account agreed to the Terms and Conditions of the booking which were as follows;
 
Cancellation and Change Policy: Non-Refundable 
 
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
 
Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
 
Expedia.com acts only as a third party intermediary for hotels and has no control over the hotel, any of the employees or customers. However, if one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounter. Moving forward we encourage Ms. [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact. We contacted property management on February 9, 2017, and advocated for a refund on Ms. [redacted]’s behalf, regrettably, our request was denied.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Corporate Correspondence Team

Complaint: [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: After speaking with the Expedia representative, and explaining to her that I would still be working and it was impossible to for me to get to the airport any earlier, and impossible to catch an earlier flight, she suggested we write an email to the airline to request a refund or change. To my complete surprise less than a few hours later I received an email from Expedia telling me that they have accepted the changes on my behalf.  They knew I could not make the earlier flight, they could not offer me any other flight, but they decided to accept the earlier time on my behalf, WITHOUT my permission. Therefore this is not my fault, yet you happily hold my money hostage and prevent me from now making any other plans.I believe since Expedia chose to accept on my behalf, after knowing that I would not be able to make the flight that they are at fault. They need to make very effort to make sure I get my money back. If this cannot be done, I will make every effort to let as many people know as possible via social media, the poor ethics of this company, and that they could careless about their patrons. I am now in talks with Channel 4 News and if they ask, I will be interviewing with them, so that the general public can be alerted at how bad Expedia and [redacted] are.Sincerely,[redacted]

November 12, 2015 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 time to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Mr. [redacted] (Revdex.com case number [redacted]) regarding car insurance. Our records indicate on September 24, 2015, the customer booked a car insurance reservation in the amount of $45.00 itinerary [redacted]. And on October 15, 2015, a car insurance reservation in the amount of $45 itinerary [redacted]. We understand from the complaint, the customer is requesting an additional refund. Upon receipt of the Revdex.com submission, we have verified the customer contacted Expedia requesting a refund for car insurance due to a prior miscommunication. On October 23, 2015, itinerary [redacted] and [redacted] were refunded in full back to the customer’s original form of payment. At this time we are requesting the customer please provide a copy of the third itinerary number associated with the third charge of insurance. The customer may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt, Expedia will assist further. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S.Tier 3 Customer Service

April 26, 2017 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address...

the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding amusement park tickets. Our records show on March 27, 2017, Mr. [redacted] self-booked tickets to Universal Studios via itinerary number [redacted], with a trip start date of April 2nd. The tickets were booked for two days. We understand from Mr. [redacted]’s complaint, he was unable to use the tickets he purchased on our site. Mr. [redacted] then called Expedia regarding the issue however only received a refund for one of the two days he booked. Mr. [redacted] contacted Expedia a second time on April 18 and was refunded for the second day. Upon researching the customer’s complaint, we can confirm as of May 18, 2017, the full amount paid was refunded and was processed back to the customer’s original form of payment as he stated. Expedia’s goal is to provide an exceptional customer experience. We appreciate the time Mr. [redacted] took to provide Expedia.com with the comments regarding Universal Studios tickets and we have passed your information onto our management team for review. We do regret any inconvenience Mr. [redacted] encountered in resolving this matter. As a full refund has been given to the customer, Expedia considers this matter closed. 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, Daniel A[redacted] Tier 3 Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
If the emails continue after your pormised 10 days I will reopen the complaint

Complaint: [redacted]I am rejecting this response because:
Dear Expedia representative,
I am not satisfied with you explanation for several reasons. First, the [redacted] offered a better price for this particular hotel but they CLEARLY stated that the reservation was not refundable. You, on the other hand, most often advertise free 24 hours cancelation policy. The only reason I booked this hotel via Expedia is because I was totally sure I had 24 hours to cancel the reservation. It is possible that you had a fine print on the page somewhere but it is unfair and confusing to your customers at best. Second, I tried to cancel the reservation approximately 15 hours after I had made it and several days before the actual stay. I had to cancel the reservation for a reason. There was a military coup in Turkey and my cruise company informed me in the morning that the ship is changing the route. Finally, the representative that I talked to on the phone did not actually talk to the hotel manager. He said he could not find him and promised to get back to me. This never happened. Also note, your original receipt for this hotel that I was able to see though my account page did not have any words about non-refundable charge. It is only after I had posted a complain you added those words in RED. The alterations of the page content look funny to me.
So I strongly believe that you deceived and failed me as your customer. I want my money back.
 
Sincerely,
[redacted]
 
 
Thank you!

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

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

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

concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservations.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.
Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Tier 3 Customer Service