Expedia Inc

Complaint: [redacted]I am rejecting this response because while on the phone with a representative I was able to look online for 2 consecutive days that the price was what I submitted the next day.  I then sent another snap shot of the same exact flight with the same exact price difference.  I was again told that flight was bit available but his could that be if I was looking right at it as I'm explaining to the customer service rep. ? I have proof of the snap shop the day I submitted the claim and the following days which proved that the price difference was there avail for me to purchase. I would like Expedia corp. To review my emails again and further resolve this unfair practice of showing one price online and another while in the phone with customer service representatives. Sincerely,[redacted]

June 29, 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 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 Mrs. [redacted] (Revdex.com Case number [redacted]) regarding a hotel reservation. Our records indicate on June 13, 2017, the customer self-booked a hotel reservation through the Expedia.com website. Accommodations are at the [redacted] from September 18, 2017, to September 22, 2017. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of her itinerary: • 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. On June 24, 2017, the customer contacted Expedia requesting to change the reservation with-out incurring additional charges. The assisting representative contacted the hotel directly on behalf of the customer and was advised that we would need to send an email to the hotel and wait for a response. 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 cancellation or refund policies. In addition, we firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase path. We provide our users ample time to review the full details of the itinerary before completing the purchase. Expedia was able to capture the customer’s individual step-by-step booking process and prior to entering her credit card information the dates of September 18, 2017, to September 22, 2017 were indicated. When making a reservation on Expedia.com, the customers always have the option of speaking with one of our travel specialists who are here to assist 24 hours a day, seven days a week. As always, making a reservation with one of our travel specialists is no additional cost. At this time, Expedia is waiting for the response from the hotel. 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] Corporate Customer Service

September 11, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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

September 6, 2017Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: 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 March 13, 2017, Mrs. [redacted] booked three roundtrip flights from Denver, Colorado to Bologna, Italy departing on June 3, 2017, through August 16, 2017. We understand that Mrs. [redacted] canceled the fights on June 1, 2017. The merchant of record (the company who charged for the tickets) Air Dolomiti issued an airline credit valued at the cost of each ticket; $4,435.16 each. According to Mrs. [redacted]’s correspondence, she attempted to use the airline credit but, Expedia could not process the request. She stated that Expedia was unsuccessful applying the credits toward Air Dolomiti flights, but she had requested to book with United Airlines or Lufthansa Airlines. As the airline credit was with Air Dolomiti, the rebooked flight also had to be with Air Dolomiti. Mrs. [redacted] states that she booked a different flight due to Expedia’s inability to book her requested flights. After review, our records state that Mrs. [redacted] contacted our office May 29, 2017 to change her flight booked on March 13, 2017. Per our documentation, we were unable to remove on of the passengers off of the original record because she was a child. When we checked to cost of changing the remaining two passenger’s flights, the cost exceeded $4,000.00 in additional costs for each passenger. Mrs. [redacted] purchased flights and chose not to use the credit due to the additional cost. The airline credit with Air Dolomiti is still valid through March 12, 2018.  [redacted] and [redacted] each have an airline credit valued at $4,435.16. A rebooking fee of $450.00 per passenger is due upon rebooking. Any difference in fare will also be passed on to the customer. Please note that Expedia serves as a third party intermediary the airline; in this case Air Dolomiti is the merchant of record (i.e. the company who charged the customer’s credit card) and as such accepted the funds for her purchase. Mrs. [redacted]’s will also see the airlines name in the transaction information of her credit card statement. As Air Dolomiti was the merchant of record, they are also the party to set policy regarding their tickets. We hope that Mrs. [redacted] understands that we are bound by these rules and policies and must adhere to them.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

November 23, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr. [redacted] . We regret to hear that he did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on November 19, 2016, the customer self-booked a Non-Refundable hotel reservation through the Expedia.com website. Accommodations were at the Super 8 Livingston from December 19, 2016, to December 20, 2016. We understand from the complaint, the customer is stating that the dates of service were incorrect. We firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase path. We provide our users ample time to review the full details of the itinerary before completing the purchase. Expedia was able to capture the customer’s individual step by step booking process and prior to the customer submitting his credit card information to complete the booking, the dates of service were posted as December 19, 2016, to December 20, 2016. In addition, the search results included these dates of service located on the top of the page. 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] Corporate Customer Service

August 24, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a car reservation question. We understand the customer is concerned about the car category and the rental return time. On
August 17, 2015 we contacted Mr. [redacted] to acknowledge receipt of their Revdex.com complaint.
 
Our records indicate on July 28, 2015 the customer accessed Expedia.com online to self-book a package reservation which included flights and a rental car reservation for pick up at the Orlando, Florida Airport on September 11, 2015 at 3 p.m. and returning to the Orlando Airport on September 16, 2015 at 5:00 p.m. The customer had chosen a midsize car type and [redacted] Rentals as the providing company. This is reflected on his itinerary # [redacted].
 
ON August 17, 2015 Expedia spoke with [redacted] Corporate and they confirmed that the terms "Midsize and Intermediate" are interchangeable at [redacted] and both represent cars in the same class size. Expedia’s booking path uses the term Midsize and that is what the customer was provided on their itinerary.
 
As to the question of return time; the booking path does allow the customer to enter their pick up and return times. These may default on a package booking to the flight times however; the customer does have the ability to change the times before finalizing the booking. Expedia has the ability to make modifications to future bookings and in checking the cost of change to adjust the drop off time to 3:00 pm; the savings would be $0.74. The customer was not charged an extra day for the return time difference.
 
After speaking with Mr. [redacted], he stated it was his desire to upgrade the car type to a full size rental and Expedia was able to confirm this option was available for an additional $20.91. The customer approved this charge however, as a courtesy Expedia has covered the upgrade fee and has additionally changed the drop off time to 3:00 p.m. on September 16, 2015, per the customer’s request.
 
On August 18, 2015 we again contacted Mr. [redacted] to advise that the requested changes have been processed. His itinerary now reflects a full sized rental car from [redacted] Rentals, picking up at the Orlando, Florida airport on September 11, 2015 at 3:00 p.m. and returning on September 16, 2015 at 3:00 p.m. with no additional charge to the customer. Expedia regrets any inconvenience the customer experienced due to this issue.
 
On August 24, 2015, in response to the customer’s most recent message to the Revdex.com, a copy of his current itinerary, showing the full sized car has been reserved for him with [redacted] Rentals, has been emailed to him at s[redacted]@gmail.com.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Customer Service

September 28, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand the customer is requesting a refund due to our Best Price Guarantee. On September 28, 2015, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint. The customer could not be reached and a voicemail was left. 
Our records indicate on September 9, 2015, the customer self-booked a hotel reservation, itinerary number [redacted], on Expedia website. Hotel stay was at the [redacted], a C-Two Hotel in San Francisco, California, for check-in on September 10, 2015, and check-out on September 17, 2015.  We can confirm the customer contacted us via email on September 9, 2015, regarding the best price guarantee and the claim was denied.
Per the terms & conditions of Expedia’s Best Price Guarantee, for the lower price to be honored, both bookings must match up apples-to-apples (same hotel/dates/room type/booking type & cancellation policy).
After reviewing the screenshot the customer submitted within the Best Price Guarantee claim, all required information (such as the hotel’s cancellation policy and the full price including taxes and fees) is was not provided and therefore do did not qualify. We stand by our previous decision and will not be honoring the customer’s Best Price Guarantee claim.
The full terms and conditions of Expedia’s Best Price Guarantee can be reviewed at any time by clicking: http://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg   
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Britt M[redacted]
Tier 3 Customer Service

Complaint Department
 
 
Re: Expedia Case #: O-[redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for your response. We have reviewed the documentation/new information provided to further address Mr. [redacted] concerns
 
As previously advised, on March 1, 2017, Expedia was able to review the customer’s booking session that was made on February 1, 2017.
 
During the booking path on our website, it was disclosed that the vendor may charge the customer for the liability insurance, which may be required in certain locations. The rules and restrictions were provided to the customer before and after the booking was completed.
The emailed confirmation that was sent to the customer did also provide the customer with the information for the requirements for the vendor’s requirements for the insurance.
 
Expedia cannot issue the refund and request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

August 12, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Rebuttal Response
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding Best Price Guarantee Travel Coupons.  We understand Mr. [redacted] is stating he was approved for, but did not receive two Expedia $50.00 Travel Coupons. 
 
In our earlier response we requested Mr. [redacted] supply additional information to help us locate his itineraries.  After receiving the requested information from the customer, on August 6,2015 Expedia reviewed the information and determined that we would be meeting the customer’s request.  Two travel coupons in the amount of $50.00 each have been added to Mr. [redacted]’s permanent Expedia account and are immediately available for his use. They may be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue.
 
On August 12, 2015 we attempted to reach the customer to obtain credit card information so we may process a refund totaling $14.78 for the two price match guarantee claims that were previously approved.  The customer was not available by phone and we do not ask for credit card information by email. 
 
We will reach Mr. [redacted] by phone later today or tomorrow to process this refund, which will close this case as he has requested.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Customer Service

August 24, 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 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 a refund. On August 17, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on February 7, 2016, the customer self-booked a package reservation. Travel was on United Airlines, departing on August 3, 2016, from Houston, Texas to Akron, Ohio; returning on August 10, 2016, from Akron, Ohio to Houston, Texas. The package includes a hotel stay at the Value Place Akron, check-in date August 3, 2016, check-out date August 10, 2016. The package includes a car rental with Hertz, pick-up date August 3, 2016, drop-off date August 10, 2016. The package also includes car rental insurance. Itinerary Number: [redacted].  The customer is stating they contacted Expedia needing to make changes to the hotel and car rental.  The customer is stating once they arrived to pick up the car rental, the reservation was canceled. The customer is stating they had to purchase a different car rental with a different company.
 
The customer is stating once they arrived to the hotel, the customer reservation was canceled. The customer is stating they had to book directly with the hotel.
 
Upon further researching this issue, we can confirm on June 18, 2016, the customer contacted Expedia needing to make changes to the trip. The customer needed to change the flight dates due to airlines schedule change.
 
The customer requested to change the dates to July 30, 2016, from Houston, Texas to Akron, Ohio; returning on August 15, 2016, from Akron, Ohio to Houston, Texas with United Airlines. The customer advised Expedia will need to change the hotel and the car rental for the same dates.
 
On July 30, 2016 the customer contacted Expedia advising that we canceled the car rental and hotel reservation without the customer’s authorization. The customer advised they already rebooked the rental car with a different company and booked the hotel reservation directly with the hotel.
 
Expedia contacted the hotel; they did confirm the customer had two reservations; however both reservations were canceled by Expedia. The hotel confirmed the customer booked directly with them.  The other hotel reservation was booked by Expedia on July 19, 2016. Itinerary Number: [redacted].
 
On July 30, 2016, Expedia refunded the customer for the car rental in the amount of $297.13 for itinerary number [redacted] and for the hotel reservation in the amount of $331.36 for itinerary number [redacted].
 
On August 24, 2016, Expedia will process a refund for the hotel reservation in the amount of $249.90 and for the car rental insurance in the amount of $72.00 for itinerary number [redacted].
 
We apologize for any inconvenience this may have caused and would like to assure you that your business is important to us.
 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.   
 
Sincerely,
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:they are not Sincere in resolution. Sincerely,[redacted]i

November 2, 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 refund request.
We have verified that Mr. [redacted] booked and voided three reservations, itineraries [redacted], [redacted] and [redacted], using Expedia’s website. We understand he is requesting a refund of the travel insurance purchased with the itineraries.
Our records show that a refund in the amount of $66.00 was issued on October 29, 2015, for itinerary [redacted]. On November 2, 2015, Expedia issued refunds in the amount of $66.00 for itinerary [redacted] and $60.00 for itinerary [redacted]. The time it takes a refund to post to Mr. [redacted]’s account depends on how quickly his credit card company processes refunds, generally within 3-7 business days.
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

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.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund request for hotel charges.
 
Our records reflect on April 7, 2016 Mr. [redacted] accessed Expedia.com an self-booked a package reservation for a round trip flight departing Minneapolis, Minnesota on June 15, 2016 for Las Vegas, Nevada, returning June 18, 2016.  The reservation also included a stay at the New York, New York Hotel and Casino for corresponding dates. 
 
The customer is upset that the hotel charged additional fees at the time of his stay that were not include in his reservation. 
 
On our website, the hotel posts the following information which is available to all customer’s before finalizing their booking:
 
Hotel Policies & Fees
The following fees and deposits are charged by the property at time of service, check-in, or check-out. .
Breakfast fee: between USD 10 and USD 15 per person (approximately)
Self-parking fee: USD 10.00 per day
Valet parking fee: USD 18.00 per day (in/out privileges)
Cribs (infant beds) are available for an additional fee
Rollaway bed fee: USD 35 per day
The above list may not be comprehensive. Fees and deposits may not include tax and are subject to change.
 
Property Alerts
You'll be asked to pay the following charges at the hotel:
Resort fee: USD 33.60 per accommodation, per night
The hotel resort fee includes:
Fitness center access
Internet access
Phone calls
Additional inclusions
We have included all charges provided to us by the property. However, charges can vary, for example, based on length of stay or the room you book
 
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 When self-booking a reservation, it is the responsibility of the customer to read all terms and conditions, including additional hotel charges such as parking and resort fees that will be charged at the location.  These types of fees are not part of the negotiated room rates, between Expedia and the hotels, and are noted as charged by the hotels at the time of the stay. 
 
Expedia.com serves as a third party agency for travel providers 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.  Regrettably, the resort fees, charged by most Las Vegas hotels, and many other hotels around the world, are not refundable.
 
Expedia also publishes our Terms of Use http://www.expedia.com/p/info-other/legal.htm on our website and booking on our site constitutes agreement with the terms.
 
One item under our Terms of Use is a Liability Statement which provides the following:
LIABILITY DISCLAIMER
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 Affiliates 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 pending reservations made under an incorrect price. In such event, if available, we will offer you the opportunity to keep your pending reservation at the correct price or we will cancel your reservation without penalty.
 
As the New York New York Hotel did provide the resort fee information on our website, Expedia can offer no refund to the customer. 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Customer Service

April 7, 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 to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect on February 20, 2017 the customer accessed Expedia.com and self-booked a hotel reservation at the [redacted] Hotel in Istanbul to check in April 1, 2017 and checking out April 2, 2017.  The customer is stating the hotel was overbooked and arranged for him to stay at another property, The [redacted], which we show, is a slightly higher priced property on Expedia.com.  We do not show that Mr. [redacted] contacted Expedia.com from the property to allow us to assist if he was unhappy with the arrangements the [redacted] Hotel provided. 
 
Expedia acts only as a third party booking intermediary and provides the following information in our Terms of Use which customer’s agree to by completing a booking our website.
 
TERMS OF USE
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
https://www.expedia.com/p/info-other/legal.htm
 
LIABILITY DISCLAIMER
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 Partners. The Expedia Companies and the Expedia Partners 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 Partners 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.
 
As Expedia was not contacted and as the customer agreed to our terms of use stating we are not responsible for the independent vendors performance, we cannot agree to a refund of the $19.97 Mr. [redacted] paid for a one night stay.  The funds have been paid to the [redacted] Hotel for his booking and as they did provide for him to stay at another property, they would not allow a refund of the fees. 
 
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

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 [redacted] (Revdex.com ID number [redacted]) regarding a car reservation. The information provided in the customer’s comment was not linked to an account or itinerary. At this time we are requesting the customer please provide an itinerary number and the email address used to make the reservation. 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 be able to 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[redacted] Tier 3 Customer Service

July 5, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  Expedia Case [redacted]Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.Per Mr. [redacted]’s original complaint he only referred to itineraries [redacted], [redacted], and [redacted].  Our records reflect that on February 1, 2017 and February 2, 2017 the customer was approved for all three best price guarantee claims.Within these approval emails the customer was promised a coupon for each approval. After further research of the Mr. [redacted]’s account we are able to verify that the customer was provided one $50 coupon for itinerary [redacted]. On May 30, 2017 an email was sent advising him of this coupon.We can verify that he has not been issued the other two coupons therefore as of June 27, 2017 we have issued two $50 best price guarantee coupons for itinerary’s [redacted], and [redacted]. In regards to [redacted] we can verify that this itinerary was approved for the best price guarantee claim. As of June 5, 2017 a $50 best price guarantee coupon was placed in Mr. [redacted]’s account. As understood in the customers rebuttal Expedia is only able to issue three coupons per customer per month. After further review if the customer’s account we would like to advise him that since a coupon was issued this month the customer is only able to be issued two more coupons. 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]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. Sincerely, [redacted]

January 10, 2017
 
 
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 to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Mr. [redacted] is requesting a refund. On January 4, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on October 4, 2016, the customer self-booked a one-way flight reservation for Lucille Castruita Benvenuti. Travel was on United Airlines, departing October 13, 2016, from Santa Ana, California to Albuquerque, New Mexico. The reservation includes the Cancellation Plan, via itinerary number [redacted]. The customer is stating they contacted Expedia within the 24-hour cancellation policy to cancel the flight reservation; however it was not canceled.
 
Upon further researching this matter, we can confirm on October 4, 2016, the customer contacted Expedia to confirm the flight details. Expedia provided the customer with the flight information.
 
On December 6, 2016, the customer self-canceled the flight reservation; which is past the timeframe for the 24-hour cancellation. Based on the airline policy the ticket is nonrefundable. Ms. [redacted] has a flight credit; however due to the imposed airline change which is higher than the flight credit. United Airlines will consider the ticket as a lost value.
 
In regards to the Cancellation Plan that was purchased with the flight reservation, the Terms and Conditions of the plan were available to the customer at the time of the booking, and were also linked within the itinerary confirmation email the customer received upon completing the reservation. The Terms and Conditions expressly state:
 
· Pre-Departure Trip Cancellation: We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the schedule for non-refundable cancellation charges imposed by Expedia, Inc. If you are prevented from taking your covered trip due to your, an immediate family member’s, traveling companion’s or business partner’s sickness, injury or death or other covered events as defined that occur(s) before departure on your covered trip.
 
·         Post-Departure Trip Interruption:  We will pay a Post-Departure Trip Interruption Benefit, up to the amount in the Schedule, if due to your, an Immediate Family Member, Traveling Companion, or Business Partner's Sickness, Injury or death or Other Covered Events as defined: 1) your arrival on your Covered Trip is delayed; 2) you are unable to continue on your Covered Trip after you have departed on your Covered Trip.
 
The Terms and Conditions also make clear that the Cancellation Plan is administered by third-party insurer AON Affinity. If the customer would like to make a claim under the policy, the customer may contact AON Affinity at 1-800-954-4968 to submit a claim.
 
During the booking and checkout path on our website, it was disclosed to the customer that the flight was nonrefundable.
 
We hope the customer understands United 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 and not Expedia. We cannot honor the refund request.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

April 29, 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 November 22, 2016, Mr. [redacted] booked an Expedia Vacation Package over the phone with assistance from an Expedia representative. We understand from Mr. [redacted]’s complaint the booking representative informed him that he would receive 18,776 rewards points after travel. He states that after travel, he contacted our office and was informed that he was not eligible to receive rewards for this booking because he did not enroll in the program until April 1, 2017.
Mr. [redacted] feels that he should receive the points because he was not told during booking to enroll into the program first.
We apologize if information regarding rewards and how they are earned was not properly conveyed to Mr. [redacted]. Points for Hotel Collect bookings post 35 days after travel. As a courtesy we will honor the request add 18,776 rewards points into Mr. [redacted]’s account. Please allow up to 35 days after travel for points to appear in the account.
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

September 5, 2016
 
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 to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand Mr. [redacted] is requesting cancellation of a non-refundable hotel itinerary.
 
Our records reflect on August 30, 2016 Mr. [redacted] accessed Expedia.com and self-booked Itinerary # [redacted] for a non-refundable stay at the [redacted] Place Denver/Cherry Creek, Glendale, Colorado, to check in October 2, 2016 and checking out October 6, 2016.  The customer states that Expedia “re-directed” his booking to a hotel other than the one he intended to reserve. 
 
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 their selection details on several pages for their review, including the final payment screen. Expedia does not “re-direct” a customer’s choices or book them into a location they did not choose.  Due to the hotel’s non-refundable terms and conditions Mr. [redacted] agreed to at the time of booking, we were unable to offer a refund for this itinerary without the express permission of the [redacted] Place Hotel.
Our records reflect this matter was resolved on August 30, 2016 when the [redacted] Hotel agreed to allow cancellation without penalty of the customer’s itinerary, and a full refund was processed back to the Mr. [redacted]’s original form of payment.  The time it takes for the credit to be available in his account depends upon how quickly his bank processes refunds.
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