Revdex.com May 23, 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.com 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.com is 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 [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is currently requesting a refund of $247.00USD, as the customer rejected the response provided by Expedia.com regarding the minimum connection time of the flights booked in the itinerary [redacted] Ms [redacted] stated, Expedia.com should be responsible for this issue, as the airline stated Expedia.com sold the flights, which the connection time was invalid On May 18, 2016, we received the receipt of the Revdex.com complaint On May 16, 2016, we contacted the airline in order to provide the best response to the customer and assist her with the refund request In reviewing the customer’s account, we have confirmed with Frontier Airlines, Ms [redacted] was a no-show on April 28, Per the airline’s records, the customer did not complain about the connection time, which was valid as the flights were confirmed by the carrier Expedia.com works with a live system, which the airlines use to carry their flights availability Once an airline sends the flights to Expedia.com, and a customer books a reservation, the flights chosen by the traveler are sent back to the airline to be confirmed and the tickets issued Whether there is a connection issue, it is the carrier’s responsibility to notify Expedia.com, as the flights were carried into our system by the carriers Our records indicate Frontier Airlines confirmed the booking, and issued the ticket of Ms [redacted] ’s reservation on their end It is important to mention that once the flights are chosen by the passenger via the Expedia.com website, Frontier Airlines takes over the booking, and not even the ticket numbers are sent back to Expedia.com, as per Frontier Airline’s policy Expedia.com has a team dedicated and qualified to handle all airline booking issues that are reported by the carriers to Expedia.com Management TeamWe have no records indicating the carrier notified Expedia.com regarding a flight been uploaded into Expedia.com system and ticketed by Frontier Airlines with invalid connection time, if the carrier had verify such issue it is Frontier Airlines responsibility to notify the travelers, as they have total control over the reservation and the flights operated by the carrierWe hope Ms [redacted] understands Exedia.com is not responsible for the connection time of the flights she had booked, as the availability and connection time of the flights are determined by the carriers As we previously advised, per the carrier’s policy, Expedia has no approval to process a refund of the unused segment The carrier advised, in order to request any refund, Ms [redacted] must contact the airline directly, via the airline’s website Ms [redacted] must file a complaint with Frontier Airlines’ customer relations department Per the carrier, Ms [redacted] ’s request will be reviewed by Frontier Airlines; per the airline’s policy the customer will get a reply within to hours via e-mail 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, Misleide B [redacted] Tier Customer Service
October 14, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us 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 [redacted] (Revdex.com case number [redacted] ) regarding an agent assisted hotel booking We understand Mr [redacted] is asking for compensation due to his reservation being booked incorrectly.Our records reflect that as of October 4, the customer was issued a full refund for the hotel portion of his reservationDue to the full refund being issued we are unable to offer any additional compensation for this reservation.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 usSincerely,Hayden J [redacted] Corporate Customer Service
February 15, Revdex.com Expedia – DuPont, WA 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 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 from [redacted] (Revdex.com case number [redacted] ) regarding a Hotel Price Guarantee claim Our records indicate that on February 5, 2018, Ms [redacted] or an authorized user of the account booked a two nights stay online via Expedial.com, at the Sleep Inn hotel checking in on July 22, 2018, and checking out on July 29, 2018, under itinerary [redacted] The reservation was a “hotel collect” reservation, meaning any funds would be collected directly by the propertyTravelocity did not collect any funds on this reservation We understand from Ms [redacted] complaint that she has submitted a Hotel Price Guarantee claim multiple times and is getting no help from Expedia and is requesting a refund in the amount of $ Upon receipt of Ms [redacted] complaint, we investigated the issues which were brought to our attentionWe can confirm that on February 15, 2018, our representative spoke with Ms [redacted] and explained to her the terms and conditions associated with submitting a claimAs a one-time courtesy, Expedia processed a refund in the amount of $to the original form of paymentThe time it takes to receive said refund will depend on her credit card company of banking institutionWe ask that she please allow at least two billing cycles The following Terms and Conditions apply to Expedia’s hotel price guarantee: The Hotel Price Guarantee is available to Expedia+ members in good standingIn the unlikely event that you find a lower rate for a hotel you have booked on www.expedia.com or through the Expedia call center at 1-800-EXPEDIA, whether on Expedia or on another U.S.-based website, we will honor the lower priceHotels booked as part of a package are not eligible for the Hotel Price GuaranteeThe guarantee is subject to these terms and conditions Notifying Expedia of a Claim: You may make a claim under the Hotel Price Guarantee from the time you book your standalone hotel on Expedia until 11:p.mlocal time at the hotel's location, the day prior to hotel check-inTo make a claim, please complete this form, select your qualifying itinerary, and provide details on the lower price found, including screen shotsThe lower price must be available for booking at the time you contact us, as determined by Expedia+ Must be "Apples to Apples" Comparison: The Hotel Price Guarantee is available only for exact itinerary matches, including property, room type, rate plan, applicable refund policy, and the exact same dates of travel as booked through ExpediaThe comparison must be to the same product purchased standalone through another website (i.e., not part of a hotel + air travel package) The Hotel Price Guarantee applies only to the cost of booked travel, as presented in the Expedia search results, without including any taxes and feesThe Hotel Price Guarantee is not available for bookings on websites where the property, itinerary, or similar booking details are unknown until after purchaseYou must meet all requirements imposed on the lower price (if any), including, without limitation, residency, regional, and age-related requirements There is no limit on the number of Hotel Price Guarantee claims you may make per bookingHowever, any credit subsequent to the initial credit will be based on the amount of the previously credited price, not on the amount of the original price that you booked Comparison Rates Must Be Available to the General Public Online: The Hotel Price Guarantee applies only to prices both advertised and available to the general public on a U.S.-based websiteFor example, this does not include rates offered on membership program websites; corporate discounts or rates; group, charter, rewards program, incentive, meeting, convention, consolidator, or interline prices; prices obtained via auction or similar process; or prices available only by using a coupon or other promotion not offered to the general publicThe lower rate may not come from a website where you call to get the rate or from an e-mail that you receivedThe rate must be quoted and booked in U.Sdollars (and without reference to currency converters) Verification of Claims: All requests are subject to verification by ExpediaExpedia will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia personnelNor will Expedia verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faithFor verification of non-prepaid hotel bookings, the customer service representative will instruct you to mail a copy of your hotel receipt to Expedia within thirty (30) days after you have completed the hotel stayExpedia will honor the lower price for verified requestsThis may happen in one of several ways In some cases, it will take the form of a credit to the credit card used for bookingIn other cases, it may be necessary for the travel specialist to cancel your booking and re-book your stay at the lower priceYou will not be charged any change or cancellation fees in connection with the Hotel Price GuaranteeIn all cases, the travel specialist will explain the process to youTravel must be completed in accordance with the booked itinerary to be eligible to receive the coupon, refund or creditChanged or cancelled bookings are not eligible to receive the coupon, or refundExpedia reserves the right to render any coupon void that Expedia issues in excess of these limits, issued in error, or where the customer is found to be ineligible to receive a coupon Changes: Expedia reserves the right in its sole discretion to modify or discontinue the Hotel Price Guarantee or to restrict its availability to any person, at any time, for any or no reason, and without prior notice or liability to youThe terms that are in effect at the time of your claim will determine your eligibility under the Hotel Price GuaranteeThe failure by Expedia to enforce any provision of these terms and conditions shall not constitute a waiver of that provision 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, LaToya J [redacted] Corporate Customer Service
October 27, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] 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 youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight We understand [redacted] is seeking a refund for cancelled flights booked using ExpediaWe researched this matter further and our records showing a flight reservation was booked on May 4, via our website by [redacted] or an authorized user to their Expedia accountOn August 15, Air Berlin filed to commence insolvency proceedingsThe Federal Government is supporting Air Berlin with a bridging loan to maintain flight operations for the long-termAir Berlin further advised there have been no flight disruptions due to this situation and flight operations are continuing as normalHowever in the event the customer flights are cancelled Expedia has been advised to refer passengers to visit www.airberline.com, or they may wish to contact their credit card company to dispute the costThey also may file a claim with their travel insurance by calling 1-800-954-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 providersAir Berlin was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policiesWe 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 usSincerely, Kiki R [redacted] Corporate Customer Service
July 14, 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 flight reservation We understand [redacted] is requesting a refund On June 28, 2016, we received receipt of the Revdex.com complaint Our records reflect on December 23, 2015, the customer self-booked a package reservation for [redacted] and [redacted] using Expedia.com Travel was on Lufthansa Airlines, departing on April 26, 2016, from Phoenix, Arizona to Florence, Italy; returning on May 5, 2016, from Florence, Italy to Phoenix, Arizona The package also includes a hotel stay at the Hotel Rosso 23, chedate April 27, 2016, check-out date May 5, The customer is stating, due to an airline schedule change, the flight was canceled The customer is stating, they were refunded for the flight; however, not for the hotel portion Upon further researching this matter, we can confirm on January 9, 2016, the airline sent an notification, due to an airline schedule change An automated email was sent to the customer We can confirm there were six more airline schedule changes, which occurred on January 15, 2016, January 16, 2016, January 26, 2016, February 14, 2016, April 25, 2016, and April 26, For each airlines schedule change an automated email was sent to the customer On April 25, 2016, the customer contacted Expedia advising, they received an email that the flight was canceled The customer requested to rebook the flight or refund the package in full Expedia contacted Lufthansa Airlines, however, they were closed Expedia contacted the hotel; however, we were advised to call back and speak with the hotel manager Expedia offered the customer to rebook the flight, due to the strike in Germany The customer did agree Expedia exchanged the flight at no charge to the customer The new flight was for: April 26, 2016, from Phoenix, Arizona to Florence, Italy; returning on May 5, 2016, from Florence, Italy to Phoenix, Arizona with Lufthansa Airlines In reviewing the customer’s account, on April 26, 2016, the airline canceled the flight, due to an airline strike in Germany The customer’s itinerary has a connection flight into Munich, Germany and in Frankfurt, Germany Expedia was able to verify Lufthansa Airlines canceled the flight and were not able to offer any other flights Expedia refunded the airline tickets in the amount of $2, Expedia did send an email on April 26, 2016, to the hotel, requesting the refund, due to the flight was canceled; however, the hotel did not authorize the refund On July 14, 2016, Expedia contacted the hotel, they advised, they will not authorize the refund We have reached out to our Market Manager, requesting they contact the hotel on the customer’s behalf and request the refund due to the airline strike 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 concernHowever, 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 must adhere to the hotel policy Expedia was not the merchant of record or the company that received the funds 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 Customer Service
June 23, 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, 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 [redacted] ***- [redacted] (Revdex.com case number [redacted] ) regarding a cancellation or refund request for a hotel itinerary Our records reflect on May 28, Mr***- [redacted] accessed Expedia.com and self-booked non-refundable itinerary # [redacted] for a stay at the Fairmont Olympic Hotel to check in on June 28, and checking out June 29, The hotel’s stated Terms and Conditions for this hotel, agreed to at the time of booking are: Cancellation and Change Policy: Non Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded 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 purchasingWe provide selection details on several pages for review, including the final payment screenExpedia.com serves only as a third party booking intermediary 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 Although we regret to hear that the customer is unable to utilize the reservation he booked, we are unable to offer any refunds or compensation for this reservation as the hotel acted within their stated cancellation policy rules, in charging for the one night reservation We have attached a copy of this letter, along with two screen captures, taken from a mock booking for the hotel and dates chosen by Mr***- [redacted] While he feels Expedia does not give our customer’s ample information on the hotel’s booking terms, our site did supply the non-refundable terms on the opening room-type choice page, where the customer has to physically choose which room he would like to book This is provided in screen capture #on the attachment Secondly, the non-refundable terms are also noted on the final summary page, as shown in screen capture # On this summary page, the non-refundable statement is provided directly above the large yellow “COMPLETE BOOKING” button the customer must click which verifies they are in agreement with the booking terms and Expedia’s Terms of Use We regret that our response cannot be more favorable 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 Corporate Customer Service Expedia.com
Complaint: [redacted] I am rejecting this response because: The person who responded obviously did not read everything I wrote and just wanted to use a standard reply I was told by frontier that expedia married two flights that should not have been put togetherTherefore it was not Frontiers fault since they don't even sell the flight that expedia gave meExpedia put two flights together that had less than an hour layoverI had less than an hour to get through customs and recheck in to get to my flight which was not even close to enough timeThere was NO change to the flight, Expedia just put together two flights that they shouldn't have It is rediculous for Expedia to say I did not complain about the connection timeI spend over an hour talking with the frontier staff about how we can fix thisExpedia put me on the last flight of the night so when I missed the flight due to lack of layover time I was told that I would have to come back in the morning and catch the next flightExpedia and Frontier both refused to help me get somewhere to stay even when I voiced how concerned for my safety I was to be put out on the street in the middle of the nightBoth companies refused to help me even though the issue was not my fault however the travel agencies errorExpedia is trying to make it Frontiers fault when they sold me a ticket that Frontier does not even offer since they know that those times do not work together Expedia needs to be held liable and not try to blame their errors on othersThis company needs to be shown for their lack of concern, care, and unlawful activity Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:Thank you for the opportunity to respond to Expedia I am pleasantly surprised to have received a response at all given my history of attempts for resolution with the company, most of which I have documented.I am likewise disheartened that the Expedia representative does not recognize my attempts at resolution with a long list of her colleagues over the course of countless phone calls and conversations, all of which I have documented in email and my detailed notes.Frankly, I am also upset that, perhaps in a misguided but well-meaning attempt to help me, MsD*** submitted an e-mail complaint to the airline company acting as me (for which I did not give permission) rather than acting on my behalf I found this out when I received a negative response from the airline via e-mail to a message I had never sentThe content of the message the employee had sent is unprofessional and objectionable (by my standards), and I feel only hurt my caseIn the end, I have spent too many hours sending and resending the requested information, including the requested credit card statements, and I cannot afford to take any more time with this matter.The time I have spent with representatives from Expedia on this matter is no longer worth the dollar amount of the original ticket that was issued to me and never credited back to my account As a result, I will no longer use or recommend Expedia's services Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: A customer should not be treated the way I was treated any be allowed to get away with itI am asking again the the Revdex.com request the phone recordsThis will prove my argument they should not be Revdex.com acreditedThey treated me terrible and they do not want to release them because they know it proves thatThey wasted a lot of my time knowing they were not going to do anything to help meTerrible companyPriceline is much better Sincerely, [redacted] ***
May 18, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #O-*** Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] (Case number [redacted] ) We regret to hear Mr [redacted] did not accept our response and/or resolution offeredAs previously advised, the car reservation was booked separately but the customer was not charged in advance for the booking The customer’s confirmation itinerary listed the type of rental and fees associated with the rental In addition, it did state that the car charges would be billed at the time of pick-up This information is restated by our customer service representative during the booking process and before the booking is completed While Mr [redacted] is stating he wanted the car rental as part of the package, it did not impact the cost of his package He was only charged for the flight and hotel in advance In addition, the majority of the car rentals on our website are pay-later bookingsWe sincerely regret that we are unable to offer a more satisfactory response or resolution for Mr [redacted] concerns At Expedia we try to provide not only excellent customer service but we try to exceed what is expected of us As [redacted] Car Rental was the merchant of record and the company that charged his credit card, we are unable to provide a refund for any portion of the car rental booking We thank you for allowing us the opportunity to address this matter further If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] ***Tier Customer Service
September 13, 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 offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a car reservationExpedia 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 purchasingWe provide selection details on several pages for review including the final payment screenIn regards to the customer stating that the terms and conditions are hidden; In order to finalize the booking, the Expedia website states: • By selecting to complete this booking I acknowledge that I have read and accept the Rules & Restrictions Opens in a new window., Terms of Use Opens in a new windowand Privacy Policy Opens in a new windowIn addition, the search preferences chosen by the customer will give the customer all the car rental locations that offer these optionsHowever, nowhere is it indicated that these options are free of chargeExpedia.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 partnersWe 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 [redacted] Tier Customer Service
September 29, 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 an activity reservation We understand Mr [redacted] is requesting to receive the copy of the vouchers or full refundOn September 24, 2016, we received receipt of the Revdex.com complaint Our records reflect on September 12, 2016, the customer self-booked an activity reservation for the Arsenal FC vs Tittenham FC Game starting on November 5, Itinerary Number: [redacted] The customer is stating they are unable to print out the vouchers needed for the activity Upon further researching this matter, we can confirm on September 16, 2016, the customer contacted Expedia advising they could not print out the vouchers for the activityExpedia advised the customer on how to print out the vouchers Expedia was able to contact the vendor Travel Connections; they confirmed they received the reservation for the activityThe vendor sent Expedia a copy of the customer’s voucherOn September 29, 2016, Expedia sent an email to [redacted] .***[redacted] @gmail.com; which is linked to the customer’s account Expedia advised the customer that the vendor confirmed the customer reservation is confirmed Expedia included the vendor’s phone number [redacted] so that the customer can contact the vendor to confirm the reservationExpedia included an attachment of the copy of the voucher for the customer; which reflects for vouchers in total We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
February 17, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response We have further researched Ms [redacted] ’s complaint (Revdex.com case number [redacted] ) regarding a cancellation request for flights booked through ExpediaAfter giving the matter our full consideration, we stand by our previous decision and are unable to accede to Ms [redacted] ’s request To address the customer’s assertion that Expedia did not contact Jet Blue to request approval to set aside the terms of the booking, we can verify that on February 1, at approximately 9:a.man agent from our call center contacted Jet Blue agent Julia, badge # [redacted] , and received the answer that Jet Blue has not enacted an exception policy with regards to the current travel situation because “customers with appropriate visas, green cards, and etcare still allowed to board their flights home from Mexico” We do need to make one revision to the previous response letter Further review does show that Jet Blue is not the billing party for this particular booking, which is usually the case for flights, and we apologize for identifying the fare type incorrectly in our earlier response This particular reservation was booked by the customer utilizing our Special Vacation Fare, often referred to as Expedia Bargain FareWe will provide the information on this type of travel and the terms associated with it below Expedia Bargain Fare flights are specially-discounted fares negotiated directly with the airlinesAirlines make these low fares available conditioned on the fact that they are non-changeable, non-cancellable, and non-refundableThe rules and regulations associated with this EBF fare were fully disclosed and displayed to the customer during the checkout path on our website, including the following information on the booking screen and final payment: · Expedia Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Expedia customersOnce you complete your purchase the airline and exact flight details will be revealed in your itinerary · Tickets are nonrefundable, nontransferable and cannot be canceled or changed · Flights do not qualify for upgrades and are ineligible for frequent flyer miles Expedia does collect the fare from the customer for this type of booking, however we do forward the fare to the airline immediately after purchase, and we are bound by the terms the airline sets when allowing Expedia to sell these bargain fares to our customers The only time Expedia would have the ability to make any changes, refunds, or issue future flight credits, is if the airline issued an “exception policy “due to an event where they deemed it necessary; such as inclement weather forcing flight cancellations as an example However, if the airline does not implement an exception policy, which they have not done with regards to the current travel issues, then Expedia is not able to offer any changes, refunds, or future credits for an EBF itinerary Further, our Expedia website provides the following information to the customer in our terms and conditions, which are accepted by the customer when they make the decision to complete a travel reservation on our site INTERNATIONAL TRAVEL You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are metExpedia has no special knowledge regarding foreign entry requirements or travel documentsWe urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations Passport and Visa: You must consult the relevant Embassy or Consulate for this informationRequirements may change and you should check for up-to-date information before booking and departureWe accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting throughThis includes all stops made by the aircraft, even if you do not leave the aircraft or airport While we understand she is not requesting a refund, but rather a future flight credit, again, we would only be able to do so if Jet Blue were willing to authorize a change to the terms of the reservation, which they are notRegrettably, based on the above information, we cannot offer any other options or compensation related to Ms [redacted] ’s bookingJet Blue will consider the tickets to be “lost value” if they are not flown as booked We thank you for allowing us the opportunity to re-address the issues that have been brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service Expedia, Inc
Complaint: [redacted] I am rejecting this response because I am not requesting a refundI am requesting the opportunity to rebook my ticketsI was in touch with Expedia in September, about months before the flight and was told I could rebook the tickets minus a rebooking fee, with certain restrictions such as one leg of the flight must be on a [redacted] flightwhy would I be told this one day, and now the company states there's no record of itHow could I possibly fabricate this? Seeing as Expedia has about $of my money and I have nothing to show for it, I really demand that they honor what was originally stated, where I would be able to rebook my ticketsSncerely, [redacted] Sincerely, [redacted]
August 5, 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 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 [redacted] (Revdex.com ID number [redacted] ) regarding a car reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist furtherWe 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 [redacted] Tier Customer Service
January 10, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] ’s did not accept our response and/or resolution offered After further review of Ms [redacted] ’s complaint Expedia contacted the hotel on January 9, 2018, and advocated once again on her behalf to see if they would allow a refundOur representative was advised that a refund was processed on December 19, 2017, in the amount of $The time it takes to receive said refund will depend on her credit card company or banking institutionWe ask that she please allow at least two billing cycles Please note that Expedia does not have any control of refunds processed via a third partyMs [redacted] can contact the hotel directly going forward regarding her refund Again, 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, LaToya J [redacted] Corporate Customer Service
June 30, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case [redacted] ) regarding a flight reservation We understand the customer is stating they were overcharged to exchange the flights On June 24, 2015, we contacted the customer to acknowledge receipt of his Revdex.com complaintOur records indicate on May 2, 2015, [redacted] or an authorized user in the account self-booked a flight reservation for travel beginning on July 13, 2015, for two adults, from Dublin, Ireland to Prague, Czech Republic, with [redacted] , returning from Vienna, Austria on July 20, 2015; travel resumed on July 23, 2015, from Dublin, with a connection in Chicago, IL and Portland, OROn May 24, 2015, the customer contacted us for assistance in exchanging the flights [redacted] advised that her company was sending her to Amsterdam and wanted to depart from John FKennedy Airport in New York, NY We advised that the fare rules provided by the airline would not allow us to exchange the tickets The customer advised the airline offered to refund the unused taxes for the flights We contacted [redacted] and verified this information was not correct and no changes were made to the bookingOn May 24, 2015, a second call was received from the customer whom escalated to our corporate office We provided the customer with information regarding the rules and restrictions for changing the flights as provided by [redacted] We contacted the airline requesting clarification of the tax refund offer, and were advised that as the departure point is US-based, a refund of the unused taxes was not eligible We provided the current pricing to exchange the tickets which included a $penalty per ticket plus a $additional cost for the difference in airfare per ticket for a total due of $1, The customer agreed to the cost and the exchange was processedOn May 29, 2015, the customer contacted us to reconfirm that the flights were exchanged Our representative treated the request as a first-time inquiry and offered to exchange the flights for the cost of $per ticket without any additional fare increase due The agent could not complete the exchange and escalated the call It was at this time that a quote of $per ticket with a lost value of $per ticket was provided for a total charge of $to exchange the flights During this call, our representative placed the caller on hold which resulted in the call disconnectingThe exchange was not processedOn the same day, a second call was received from the customer requesting to exchange the flights for the $previously quoted Our representative incorrectly quoted $penalty per ticket for a total charge of $to complete the request Due to the incorrect values to process the exchange, the tickets were rejected by the airline Our air team investigated further and approved the exchange for the total cost of $billed to the customer’s account and $would be paid by Expedia for the misinformation as a one-time courtesyOn May 31, 2015, we were contacted by the customer who stated that he was offered a $credit but never received this offer On June 9, 2015, the customer contacted our customer service department disputing the charge of $that was billed to his credit card Our representative found that the agent who offered the exchange for $per ticket did not verbally acknowledge the fee The following day, the customer contacted us to check the status of the dispute and was informed by our representative that the initial exchange was quoted and charged $1,257.60; and also verified that the second request to exchange the tickets was quoted with an additional charge of $ No further action was takenExpedia 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 can confirm the fare rules and restrictions provided by [redacted] would not allow us initially to exchange the tickets for the new dates and routes In the interim, calls were received from the customer with inquiries on exchanging the flights which may have added to the confusion At this time, we are unable to confirm in our records the initial charge of $1,was billed to the customer’s credit card We are respectfully requesting Mr [redacted] to provide a copy of the charges as they appear on his credit card statement for review This statement can be uploaded to the Revdex.com website during his rebuttal Once we receive the documentation, we will investigate further and respond at the earliestWe thank you for allowing us 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 usSincerely, [redacted] ***Tier Customer Service
August 22, 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 flight reservation We understand Ms [redacted] is requesting a refundOn August 11, 2016, we received receipt of the Revdex.com complaint Our records reflect March 16, 2016; the customer self-booked a package reservation for [redacted] , [redacted] and [redacted] Travel was on Dynamic Airways, departing June 30, 2016, from New York to Cancun, Mexico; returning on July 7, 2016, from Cancun, Mexico to New YorkA hotel stay at the Grand Riviera Princess All Suites Resort & Spa All Inclusive, chedate June 30, 2016, check-out date July 7, The package also includes a roundtrip shuttleThe customer is stating due to an airline schedule change their flight was canceled; however the customer has not been refunded for the flight From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, 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 Dynamic Airways was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on May 11, 2016, the airline sent a notification of an airline schedule changeAn automated email was sent to the customerWe can confirm there were two more additional airline schedule changesOne on May 15, 2016, and July 7, On May 16, 2016, the customer contacted Expedia regarding the airline schedule changeExpedia contacted Dynamic Airways; they advised there were two options for the customerThe customer can change the flight date one day before or after the departure of June 30, 2016, or the customer can cancel the flight and Expedia can submit the refund requestThe customer requested to cancel the flight and process the refund In reviewing the customer’s account, on May 16, 2016, Expedia submitted the refund request to Dynamic Airways; however the airline has not authorized the refund request to date Once Dynamic Airways, replies to Expedia we will contact the Revdex.com and the customer Expedia strives to provide the highest level of customer serviceWe sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernHowever, 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 customersExpedia was not the merchant of record or the company that received the funds Until Dynamic Airways authorizes the refund, Expedia cannot honor the request for the refund If the airline does authorize the refund Dynamic Airways will process the refund back on to the original form of paymentExpedia cannot expedited the refund timeframe from the airlines We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
Dear Ms [redacted] , We appreciate the time you so kindly took to contact us We would like to reiterate the information provided you on our case [redacted] ; it was advised that the time frame to make the re schedule depends on the original issuing date of the tickets as well as their validity, the information provided in regards of the fact that you should re schedule prior August 15th, 2016, time in which the tickets expire is correct Another restriction will be the re schedule fees, in this case the tickets do not allow to make the modifications free of charge, nor can we waive this fee due to the fact that any cancellation due weather condition is not imputable to the airlines If you wish to re schedule your flights, you will have to cover the amount that results of this operation Best regards, Maribel [redacted] F [redacted] Ejecutivo de Atención a Clientes Customer Care representative
Revdex.com May 23, 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.com 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.com is 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 [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is currently requesting a refund of $247.00USD, as the customer rejected the response provided by Expedia.com regarding the minimum connection time of the flights booked in the itinerary [redacted] Ms [redacted] stated, Expedia.com should be responsible for this issue, as the airline stated Expedia.com sold the flights, which the connection time was invalid On May 18, 2016, we received the receipt of the Revdex.com complaint On May 16, 2016, we contacted the airline in order to provide the best response to the customer and assist her with the refund request In reviewing the customer’s account, we have confirmed with Frontier Airlines, Ms [redacted] was a no-show on April 28, Per the airline’s records, the customer did not complain about the connection time, which was valid as the flights were confirmed by the carrier Expedia.com works with a live system, which the airlines use to carry their flights availability Once an airline sends the flights to Expedia.com, and a customer books a reservation, the flights chosen by the traveler are sent back to the airline to be confirmed and the tickets issued Whether there is a connection issue, it is the carrier’s responsibility to notify Expedia.com, as the flights were carried into our system by the carriers Our records indicate Frontier Airlines confirmed the booking, and issued the ticket of Ms [redacted] ’s reservation on their end It is important to mention that once the flights are chosen by the passenger via the Expedia.com website, Frontier Airlines takes over the booking, and not even the ticket numbers are sent back to Expedia.com, as per Frontier Airline’s policy Expedia.com has a team dedicated and qualified to handle all airline booking issues that are reported by the carriers to Expedia.com Management TeamWe have no records indicating the carrier notified Expedia.com regarding a flight been uploaded into Expedia.com system and ticketed by Frontier Airlines with invalid connection time, if the carrier had verify such issue it is Frontier Airlines responsibility to notify the travelers, as they have total control over the reservation and the flights operated by the carrierWe hope Ms [redacted] understands Exedia.com is not responsible for the connection time of the flights she had booked, as the availability and connection time of the flights are determined by the carriers As we previously advised, per the carrier’s policy, Expedia has no approval to process a refund of the unused segment The carrier advised, in order to request any refund, Ms [redacted] must contact the airline directly, via the airline’s website Ms [redacted] must file a complaint with Frontier Airlines’ customer relations department Per the carrier, Ms [redacted] ’s request will be reviewed by Frontier Airlines; per the airline’s policy the customer will get a reply within to hours via e-mail 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, Misleide B [redacted] Tier Customer Service
October 14, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us 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 [redacted] (Revdex.com case number [redacted] ) regarding an agent assisted hotel booking We understand Mr [redacted] is asking for compensation due to his reservation being booked incorrectly.Our records reflect that as of October 4, the customer was issued a full refund for the hotel portion of his reservationDue to the full refund being issued we are unable to offer any additional compensation for this reservation.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 usSincerely,Hayden J [redacted] Corporate Customer Service
February 15, Revdex.com Expedia – DuPont, WA 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 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 from [redacted] (Revdex.com case number [redacted] ) regarding a Hotel Price Guarantee claim Our records indicate that on February 5, 2018, Ms [redacted] or an authorized user of the account booked a two nights stay online via Expedial.com, at the Sleep Inn hotel checking in on July 22, 2018, and checking out on July 29, 2018, under itinerary [redacted] The reservation was a “hotel collect” reservation, meaning any funds would be collected directly by the propertyTravelocity did not collect any funds on this reservation We understand from Ms [redacted] complaint that she has submitted a Hotel Price Guarantee claim multiple times and is getting no help from Expedia and is requesting a refund in the amount of $ Upon receipt of Ms [redacted] complaint, we investigated the issues which were brought to our attentionWe can confirm that on February 15, 2018, our representative spoke with Ms [redacted] and explained to her the terms and conditions associated with submitting a claimAs a one-time courtesy, Expedia processed a refund in the amount of $to the original form of paymentThe time it takes to receive said refund will depend on her credit card company of banking institutionWe ask that she please allow at least two billing cycles The following Terms and Conditions apply to Expedia’s hotel price guarantee: The Hotel Price Guarantee is available to Expedia+ members in good standingIn the unlikely event that you find a lower rate for a hotel you have booked on www.expedia.com or through the Expedia call center at 1-800-EXPEDIA, whether on Expedia or on another U.S.-based website, we will honor the lower priceHotels booked as part of a package are not eligible for the Hotel Price GuaranteeThe guarantee is subject to these terms and conditions Notifying Expedia of a Claim: You may make a claim under the Hotel Price Guarantee from the time you book your standalone hotel on Expedia until 11:p.mlocal time at the hotel's location, the day prior to hotel check-inTo make a claim, please complete this form, select your qualifying itinerary, and provide details on the lower price found, including screen shotsThe lower price must be available for booking at the time you contact us, as determined by Expedia+ Must be "Apples to Apples" Comparison: The Hotel Price Guarantee is available only for exact itinerary matches, including property, room type, rate plan, applicable refund policy, and the exact same dates of travel as booked through ExpediaThe comparison must be to the same product purchased standalone through another website (i.e., not part of a hotel + air travel package) The Hotel Price Guarantee applies only to the cost of booked travel, as presented in the Expedia search results, without including any taxes and feesThe Hotel Price Guarantee is not available for bookings on websites where the property, itinerary, or similar booking details are unknown until after purchaseYou must meet all requirements imposed on the lower price (if any), including, without limitation, residency, regional, and age-related requirements There is no limit on the number of Hotel Price Guarantee claims you may make per bookingHowever, any credit subsequent to the initial credit will be based on the amount of the previously credited price, not on the amount of the original price that you booked Comparison Rates Must Be Available to the General Public Online: The Hotel Price Guarantee applies only to prices both advertised and available to the general public on a U.S.-based websiteFor example, this does not include rates offered on membership program websites; corporate discounts or rates; group, charter, rewards program, incentive, meeting, convention, consolidator, or interline prices; prices obtained via auction or similar process; or prices available only by using a coupon or other promotion not offered to the general publicThe lower rate may not come from a website where you call to get the rate or from an e-mail that you receivedThe rate must be quoted and booked in U.Sdollars (and without reference to currency converters) Verification of Claims: All requests are subject to verification by ExpediaExpedia will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia personnelNor will Expedia verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faithFor verification of non-prepaid hotel bookings, the customer service representative will instruct you to mail a copy of your hotel receipt to Expedia within thirty (30) days after you have completed the hotel stayExpedia will honor the lower price for verified requestsThis may happen in one of several ways In some cases, it will take the form of a credit to the credit card used for bookingIn other cases, it may be necessary for the travel specialist to cancel your booking and re-book your stay at the lower priceYou will not be charged any change or cancellation fees in connection with the Hotel Price GuaranteeIn all cases, the travel specialist will explain the process to youTravel must be completed in accordance with the booked itinerary to be eligible to receive the coupon, refund or creditChanged or cancelled bookings are not eligible to receive the coupon, or refundExpedia reserves the right to render any coupon void that Expedia issues in excess of these limits, issued in error, or where the customer is found to be ineligible to receive a coupon Changes: Expedia reserves the right in its sole discretion to modify or discontinue the Hotel Price Guarantee or to restrict its availability to any person, at any time, for any or no reason, and without prior notice or liability to youThe terms that are in effect at the time of your claim will determine your eligibility under the Hotel Price GuaranteeThe failure by Expedia to enforce any provision of these terms and conditions shall not constitute a waiver of that provision 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, LaToya J [redacted] Corporate Customer Service
October 27, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] 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 youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight We understand [redacted] is seeking a refund for cancelled flights booked using ExpediaWe researched this matter further and our records showing a flight reservation was booked on May 4, via our website by [redacted] or an authorized user to their Expedia accountOn August 15, Air Berlin filed to commence insolvency proceedingsThe Federal Government is supporting Air Berlin with a bridging loan to maintain flight operations for the long-termAir Berlin further advised there have been no flight disruptions due to this situation and flight operations are continuing as normalHowever in the event the customer flights are cancelled Expedia has been advised to refer passengers to visit www.airberline.com, or they may wish to contact their credit card company to dispute the costThey also may file a claim with their travel insurance by calling 1-800-954-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 providersAir Berlin was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policiesWe 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 usSincerely, Kiki R [redacted] Corporate Customer Service
July 14, 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 flight reservation We understand [redacted] is requesting a refund On June 28, 2016, we received receipt of the Revdex.com complaint Our records reflect on December 23, 2015, the customer self-booked a package reservation for [redacted] and [redacted] using Expedia.com Travel was on Lufthansa Airlines, departing on April 26, 2016, from Phoenix, Arizona to Florence, Italy; returning on May 5, 2016, from Florence, Italy to Phoenix, Arizona The package also includes a hotel stay at the Hotel Rosso 23, chedate April 27, 2016, check-out date May 5, The customer is stating, due to an airline schedule change, the flight was canceled The customer is stating, they were refunded for the flight; however, not for the hotel portion Upon further researching this matter, we can confirm on January 9, 2016, the airline sent an notification, due to an airline schedule change An automated email was sent to the customer We can confirm there were six more airline schedule changes, which occurred on January 15, 2016, January 16, 2016, January 26, 2016, February 14, 2016, April 25, 2016, and April 26, For each airlines schedule change an automated email was sent to the customer On April 25, 2016, the customer contacted Expedia advising, they received an email that the flight was canceled The customer requested to rebook the flight or refund the package in full Expedia contacted Lufthansa Airlines, however, they were closed Expedia contacted the hotel; however, we were advised to call back and speak with the hotel manager Expedia offered the customer to rebook the flight, due to the strike in Germany The customer did agree Expedia exchanged the flight at no charge to the customer The new flight was for: April 26, 2016, from Phoenix, Arizona to Florence, Italy; returning on May 5, 2016, from Florence, Italy to Phoenix, Arizona with Lufthansa Airlines In reviewing the customer’s account, on April 26, 2016, the airline canceled the flight, due to an airline strike in Germany The customer’s itinerary has a connection flight into Munich, Germany and in Frankfurt, Germany Expedia was able to verify Lufthansa Airlines canceled the flight and were not able to offer any other flights Expedia refunded the airline tickets in the amount of $2, Expedia did send an email on April 26, 2016, to the hotel, requesting the refund, due to the flight was canceled; however, the hotel did not authorize the refund On July 14, 2016, Expedia contacted the hotel, they advised, they will not authorize the refund We have reached out to our Market Manager, requesting they contact the hotel on the customer’s behalf and request the refund due to the airline strike 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 concernHowever, 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 must adhere to the hotel policy Expedia was not the merchant of record or the company that received the funds 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 Customer Service
June 23, 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, 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 [redacted] ***- [redacted] (Revdex.com case number [redacted] ) regarding a cancellation or refund request for a hotel itinerary Our records reflect on May 28, Mr***- [redacted] accessed Expedia.com and self-booked non-refundable itinerary # [redacted] for a stay at the Fairmont Olympic Hotel to check in on June 28, and checking out June 29, The hotel’s stated Terms and Conditions for this hotel, agreed to at the time of booking are: Cancellation and Change Policy: Non Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded 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 purchasingWe provide selection details on several pages for review, including the final payment screenExpedia.com serves only as a third party booking intermediary 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 Although we regret to hear that the customer is unable to utilize the reservation he booked, we are unable to offer any refunds or compensation for this reservation as the hotel acted within their stated cancellation policy rules, in charging for the one night reservation We have attached a copy of this letter, along with two screen captures, taken from a mock booking for the hotel and dates chosen by Mr***- [redacted] While he feels Expedia does not give our customer’s ample information on the hotel’s booking terms, our site did supply the non-refundable terms on the opening room-type choice page, where the customer has to physically choose which room he would like to book This is provided in screen capture #on the attachment Secondly, the non-refundable terms are also noted on the final summary page, as shown in screen capture # On this summary page, the non-refundable statement is provided directly above the large yellow “COMPLETE BOOKING” button the customer must click which verifies they are in agreement with the booking terms and Expedia’s Terms of Use We regret that our response cannot be more favorable 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 Corporate Customer Service Expedia.com
Complaint: [redacted] I am rejecting this response because: The person who responded obviously did not read everything I wrote and just wanted to use a standard reply I was told by frontier that expedia married two flights that should not have been put togetherTherefore it was not Frontiers fault since they don't even sell the flight that expedia gave meExpedia put two flights together that had less than an hour layoverI had less than an hour to get through customs and recheck in to get to my flight which was not even close to enough timeThere was NO change to the flight, Expedia just put together two flights that they shouldn't have It is rediculous for Expedia to say I did not complain about the connection timeI spend over an hour talking with the frontier staff about how we can fix thisExpedia put me on the last flight of the night so when I missed the flight due to lack of layover time I was told that I would have to come back in the morning and catch the next flightExpedia and Frontier both refused to help me get somewhere to stay even when I voiced how concerned for my safety I was to be put out on the street in the middle of the nightBoth companies refused to help me even though the issue was not my fault however the travel agencies errorExpedia is trying to make it Frontiers fault when they sold me a ticket that Frontier does not even offer since they know that those times do not work together Expedia needs to be held liable and not try to blame their errors on othersThis company needs to be shown for their lack of concern, care, and unlawful activity Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:Thank you for the opportunity to respond to Expedia I am pleasantly surprised to have received a response at all given my history of attempts for resolution with the company, most of which I have documented.I am likewise disheartened that the Expedia representative does not recognize my attempts at resolution with a long list of her colleagues over the course of countless phone calls and conversations, all of which I have documented in email and my detailed notes.Frankly, I am also upset that, perhaps in a misguided but well-meaning attempt to help me, MsD*** submitted an e-mail complaint to the airline company acting as me (for which I did not give permission) rather than acting on my behalf I found this out when I received a negative response from the airline via e-mail to a message I had never sentThe content of the message the employee had sent is unprofessional and objectionable (by my standards), and I feel only hurt my caseIn the end, I have spent too many hours sending and resending the requested information, including the requested credit card statements, and I cannot afford to take any more time with this matter.The time I have spent with representatives from Expedia on this matter is no longer worth the dollar amount of the original ticket that was issued to me and never credited back to my account As a result, I will no longer use or recommend Expedia's services Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: A customer should not be treated the way I was treated any be allowed to get away with itI am asking again the the Revdex.com request the phone recordsThis will prove my argument they should not be Revdex.com acreditedThey treated me terrible and they do not want to release them because they know it proves thatThey wasted a lot of my time knowing they were not going to do anything to help meTerrible companyPriceline is much better Sincerely, [redacted] ***
May 18, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #O-*** Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from Mr [redacted] (Case number [redacted] ) We regret to hear Mr [redacted] did not accept our response and/or resolution offeredAs previously advised, the car reservation was booked separately but the customer was not charged in advance for the booking The customer’s confirmation itinerary listed the type of rental and fees associated with the rental In addition, it did state that the car charges would be billed at the time of pick-up This information is restated by our customer service representative during the booking process and before the booking is completed While Mr [redacted] is stating he wanted the car rental as part of the package, it did not impact the cost of his package He was only charged for the flight and hotel in advance In addition, the majority of the car rentals on our website are pay-later bookingsWe sincerely regret that we are unable to offer a more satisfactory response or resolution for Mr [redacted] concerns At Expedia we try to provide not only excellent customer service but we try to exceed what is expected of us As [redacted] Car Rental was the merchant of record and the company that charged his credit card, we are unable to provide a refund for any portion of the car rental booking We thank you for allowing us the opportunity to address this matter further If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] ***Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Expedia did NOT provide me $coupon Sincerely, [redacted]
September 13, 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 offeredExpedia, Incis responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a car reservationExpedia 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 purchasingWe provide selection details on several pages for review including the final payment screenIn regards to the customer stating that the terms and conditions are hidden; In order to finalize the booking, the Expedia website states: • By selecting to complete this booking I acknowledge that I have read and accept the Rules & Restrictions Opens in a new window., Terms of Use Opens in a new windowand Privacy Policy Opens in a new windowIn addition, the search preferences chosen by the customer will give the customer all the car rental locations that offer these optionsHowever, nowhere is it indicated that these options are free of chargeExpedia.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 partnersWe 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 [redacted] Tier Customer Service
September 29, 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 an activity reservation We understand Mr [redacted] is requesting to receive the copy of the vouchers or full refundOn September 24, 2016, we received receipt of the Revdex.com complaint Our records reflect on September 12, 2016, the customer self-booked an activity reservation for the Arsenal FC vs Tittenham FC Game starting on November 5, Itinerary Number: [redacted] The customer is stating they are unable to print out the vouchers needed for the activity Upon further researching this matter, we can confirm on September 16, 2016, the customer contacted Expedia advising they could not print out the vouchers for the activityExpedia advised the customer on how to print out the vouchers Expedia was able to contact the vendor Travel Connections; they confirmed they received the reservation for the activityThe vendor sent Expedia a copy of the customer’s voucherOn September 29, 2016, Expedia sent an email to [redacted] .***[redacted] @gmail.com; which is linked to the customer’s account Expedia advised the customer that the vendor confirmed the customer reservation is confirmed Expedia included the vendor’s phone number [redacted] so that the customer can contact the vendor to confirm the reservationExpedia included an attachment of the copy of the voucher for the customer; which reflects for vouchers in total We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
February 17, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response We have further researched Ms [redacted] ’s complaint (Revdex.com case number [redacted] ) regarding a cancellation request for flights booked through ExpediaAfter giving the matter our full consideration, we stand by our previous decision and are unable to accede to Ms [redacted] ’s request To address the customer’s assertion that Expedia did not contact Jet Blue to request approval to set aside the terms of the booking, we can verify that on February 1, at approximately 9:a.man agent from our call center contacted Jet Blue agent Julia, badge # [redacted] , and received the answer that Jet Blue has not enacted an exception policy with regards to the current travel situation because “customers with appropriate visas, green cards, and etcare still allowed to board their flights home from Mexico” We do need to make one revision to the previous response letter Further review does show that Jet Blue is not the billing party for this particular booking, which is usually the case for flights, and we apologize for identifying the fare type incorrectly in our earlier response This particular reservation was booked by the customer utilizing our Special Vacation Fare, often referred to as Expedia Bargain FareWe will provide the information on this type of travel and the terms associated with it below Expedia Bargain Fare flights are specially-discounted fares negotiated directly with the airlinesAirlines make these low fares available conditioned on the fact that they are non-changeable, non-cancellable, and non-refundableThe rules and regulations associated with this EBF fare were fully disclosed and displayed to the customer during the checkout path on our website, including the following information on the booking screen and final payment: · Expedia Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Expedia customersOnce you complete your purchase the airline and exact flight details will be revealed in your itinerary · Tickets are nonrefundable, nontransferable and cannot be canceled or changed · Flights do not qualify for upgrades and are ineligible for frequent flyer miles Expedia does collect the fare from the customer for this type of booking, however we do forward the fare to the airline immediately after purchase, and we are bound by the terms the airline sets when allowing Expedia to sell these bargain fares to our customers The only time Expedia would have the ability to make any changes, refunds, or issue future flight credits, is if the airline issued an “exception policy “due to an event where they deemed it necessary; such as inclement weather forcing flight cancellations as an example However, if the airline does not implement an exception policy, which they have not done with regards to the current travel issues, then Expedia is not able to offer any changes, refunds, or future credits for an EBF itinerary Further, our Expedia website provides the following information to the customer in our terms and conditions, which are accepted by the customer when they make the decision to complete a travel reservation on our site INTERNATIONAL TRAVEL You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are metExpedia has no special knowledge regarding foreign entry requirements or travel documentsWe urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations Passport and Visa: You must consult the relevant Embassy or Consulate for this informationRequirements may change and you should check for up-to-date information before booking and departureWe accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting throughThis includes all stops made by the aircraft, even if you do not leave the aircraft or airport While we understand she is not requesting a refund, but rather a future flight credit, again, we would only be able to do so if Jet Blue were willing to authorize a change to the terms of the reservation, which they are notRegrettably, based on the above information, we cannot offer any other options or compensation related to Ms [redacted] ’s bookingJet Blue will consider the tickets to be “lost value” if they are not flown as booked We thank you for allowing us the opportunity to re-address the issues that have been brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service Expedia, Inc
Complaint: [redacted] I am rejecting this response because I am not requesting a refundI am requesting the opportunity to rebook my ticketsI was in touch with Expedia in September, about months before the flight and was told I could rebook the tickets minus a rebooking fee, with certain restrictions such as one leg of the flight must be on a [redacted] flightwhy would I be told this one day, and now the company states there's no record of itHow could I possibly fabricate this? Seeing as Expedia has about $of my money and I have nothing to show for it, I really demand that they honor what was originally stated, where I would be able to rebook my ticketsSncerely, [redacted] Sincerely, [redacted]
August 5, 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 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 [redacted] (Revdex.com ID number [redacted] ) regarding a car reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist furtherWe 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 [redacted] Tier Customer Service
January 10, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] ’s did not accept our response and/or resolution offered After further review of Ms [redacted] ’s complaint Expedia contacted the hotel on January 9, 2018, and advocated once again on her behalf to see if they would allow a refundOur representative was advised that a refund was processed on December 19, 2017, in the amount of $The time it takes to receive said refund will depend on her credit card company or banking institutionWe ask that she please allow at least two billing cycles Please note that Expedia does not have any control of refunds processed via a third partyMs [redacted] can contact the hotel directly going forward regarding her refund Again, 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, LaToya J [redacted] Corporate Customer Service
June 30, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case [redacted] ) regarding a flight reservation We understand the customer is stating they were overcharged to exchange the flights On June 24, 2015, we contacted the customer to acknowledge receipt of his Revdex.com complaintOur records indicate on May 2, 2015, [redacted] or an authorized user in the account self-booked a flight reservation for travel beginning on July 13, 2015, for two adults, from Dublin, Ireland to Prague, Czech Republic, with [redacted] , returning from Vienna, Austria on July 20, 2015; travel resumed on July 23, 2015, from Dublin, with a connection in Chicago, IL and Portland, OROn May 24, 2015, the customer contacted us for assistance in exchanging the flights [redacted] advised that her company was sending her to Amsterdam and wanted to depart from John FKennedy Airport in New York, NY We advised that the fare rules provided by the airline would not allow us to exchange the tickets The customer advised the airline offered to refund the unused taxes for the flights We contacted [redacted] and verified this information was not correct and no changes were made to the bookingOn May 24, 2015, a second call was received from the customer whom escalated to our corporate office We provided the customer with information regarding the rules and restrictions for changing the flights as provided by [redacted] We contacted the airline requesting clarification of the tax refund offer, and were advised that as the departure point is US-based, a refund of the unused taxes was not eligible We provided the current pricing to exchange the tickets which included a $penalty per ticket plus a $additional cost for the difference in airfare per ticket for a total due of $1, The customer agreed to the cost and the exchange was processedOn May 29, 2015, the customer contacted us to reconfirm that the flights were exchanged Our representative treated the request as a first-time inquiry and offered to exchange the flights for the cost of $per ticket without any additional fare increase due The agent could not complete the exchange and escalated the call It was at this time that a quote of $per ticket with a lost value of $per ticket was provided for a total charge of $to exchange the flights During this call, our representative placed the caller on hold which resulted in the call disconnectingThe exchange was not processedOn the same day, a second call was received from the customer requesting to exchange the flights for the $previously quoted Our representative incorrectly quoted $penalty per ticket for a total charge of $to complete the request Due to the incorrect values to process the exchange, the tickets were rejected by the airline Our air team investigated further and approved the exchange for the total cost of $billed to the customer’s account and $would be paid by Expedia for the misinformation as a one-time courtesyOn May 31, 2015, we were contacted by the customer who stated that he was offered a $credit but never received this offer On June 9, 2015, the customer contacted our customer service department disputing the charge of $that was billed to his credit card Our representative found that the agent who offered the exchange for $per ticket did not verbally acknowledge the fee The following day, the customer contacted us to check the status of the dispute and was informed by our representative that the initial exchange was quoted and charged $1,257.60; and also verified that the second request to exchange the tickets was quoted with an additional charge of $ No further action was takenExpedia 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 can confirm the fare rules and restrictions provided by [redacted] would not allow us initially to exchange the tickets for the new dates and routes In the interim, calls were received from the customer with inquiries on exchanging the flights which may have added to the confusion At this time, we are unable to confirm in our records the initial charge of $1,was billed to the customer’s credit card We are respectfully requesting Mr [redacted] to provide a copy of the charges as they appear on his credit card statement for review This statement can be uploaded to the Revdex.com website during his rebuttal Once we receive the documentation, we will investigate further and respond at the earliestWe thank you for allowing us 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 usSincerely, [redacted] ***Tier Customer Service
August 22, 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 flight reservation We understand Ms [redacted] is requesting a refundOn August 11, 2016, we received receipt of the Revdex.com complaint Our records reflect March 16, 2016; the customer self-booked a package reservation for [redacted] , [redacted] and [redacted] Travel was on Dynamic Airways, departing June 30, 2016, from New York to Cancun, Mexico; returning on July 7, 2016, from Cancun, Mexico to New YorkA hotel stay at the Grand Riviera Princess All Suites Resort & Spa All Inclusive, chedate June 30, 2016, check-out date July 7, The package also includes a roundtrip shuttleThe customer is stating due to an airline schedule change their flight was canceled; however the customer has not been refunded for the flight From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, 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 Dynamic Airways was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on May 11, 2016, the airline sent a notification of an airline schedule changeAn automated email was sent to the customerWe can confirm there were two more additional airline schedule changesOne on May 15, 2016, and July 7, On May 16, 2016, the customer contacted Expedia regarding the airline schedule changeExpedia contacted Dynamic Airways; they advised there were two options for the customerThe customer can change the flight date one day before or after the departure of June 30, 2016, or the customer can cancel the flight and Expedia can submit the refund requestThe customer requested to cancel the flight and process the refund In reviewing the customer’s account, on May 16, 2016, Expedia submitted the refund request to Dynamic Airways; however the airline has not authorized the refund request to date Once Dynamic Airways, replies to Expedia we will contact the Revdex.com and the customer Expedia strives to provide the highest level of customer serviceWe sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernHowever, 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 customersExpedia was not the merchant of record or the company that received the funds Until Dynamic Airways authorizes the refund, Expedia cannot honor the request for the refund If the airline does authorize the refund Dynamic Airways will process the refund back on to the original form of paymentExpedia cannot expedited the refund timeframe from the airlines We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
Dear Ms [redacted] , We appreciate the time you so kindly took to contact us We would like to reiterate the information provided you on our case [redacted] ; it was advised that the time frame to make the re schedule depends on the original issuing date of the tickets as well as their validity, the information provided in regards of the fact that you should re schedule prior August 15th, 2016, time in which the tickets expire is correct Another restriction will be the re schedule fees, in this case the tickets do not allow to make the modifications free of charge, nor can we waive this fee due to the fact that any cancellation due weather condition is not imputable to the airlines If you wish to re schedule your flights, you will have to cover the amount that results of this operation Best regards, Maribel [redacted] F [redacted] Ejecutivo de Atención a Clientes Customer Care representative