May 2, 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 hotel reservation We understand Ms [redacted] is requesting a refundOn April 23, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 17, 2017, the customer self-booked a pay later hotel reservation for the Comfort Inn & Suites San Diego-Zoo Sea World chedate September 1, 2017, check-out date September 6, 2017, via itinerary number [redacted] The customer is stating that they were unaware of the cancellation policy for the reservation 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 providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing Upon further researching this matter, we can confirm on March 27, 2017, the customer contacted Expedia to cancel the reservation and receive the full refundExpedia contacted the hotel; they advised that the reservation was nonrefundable and would not authorize the refund On April 26, 2017, the customer contacted Expedia requesting the refund for the reservationExpedia contacted the hotel; they advised that as a courtesy they would process the refund back to the customer’s original form of payment On May 2, 2017, Expedia contacted the hotel; they advised that the refund was issued on April 26, Since the hotel has process the refund Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
August 23, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint she is requesting a refund of her flight reservation due to her name being entered incorrectly.Our records indicate on August 16, the customer self-booked round trip flight for one passenger on Orbitz.comThe customers flights were operated by Lufthansa, departing from Tampa, FL to Lisbon on August 25, and returning on September 5, 2017.Please also note that when completing your booking on Expedia’s website, you agreed to our Terms of Use, which expressly provide: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 metOrbitz 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.We understand that the customer is claiming that she entered the name that was on her driver’s license due to our site stating “Traveler names must match government-issued photo ID exactly.” This statement is trueDue to the customer traveling internationally we leave the choice up to the individual as to which government-issued photo ID they need to travel withAs this is not an Expedia error we are unable to offer any 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 us.Sincerely,Hayden J [redacted] Corporate Customer Service
August 25, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting that Expedia respond to her complaintOn August 22, 2017, we received receipt of the Revdex.com complaint Our records reflect August 8, 2017; the customer self-booked a hotel reservation at The Reserve at Paradisus Punta Cana Resort-All Inclusive with a chedate of November 28, 2017, and a check-out date of December 8, 2017, via itinerary number [redacted] The customer is stating that they encountered an error while booking the reservationThe customer is stating that they attempted to book a package which included a flight and hotel; however the hotel was only booked and confirmed Upon further researching this matter, we can confirm on August 8, 2017, the customer contacted Expedia advising that they booked a package reservation; however only the hotel booking was confirmedThe customer request to cancel the hotel and rebook the package reservation, Expedia contacted the hotel because it was nonrefundableThe hotel would not authorize the refund Expedia contacted the hotel again on the customer’s behalf; who advised that they would allow the customer to cancel and rebook; however the customer must first rebook the same hotel reservation, which is a nonrefundable rate, if not the hotel would not authorize the refundOnce the new reservation is booked and confirmed the hotel would authorize the refund for the original bookingPlease note that Expedia cannot honor the original price The customer can contact our customer service department at 1-800-397-The customer can reference the itinerary number and the case number [redacted] , when contacting Expedia Expedia reviewed the customer’s booking session that was made on August 8, During the booking and checkout path on our website, it was disclosed that the flight date search was no longer available and advised the customer to research the flight dates or continue to book the hotel separatelyThe customer completed the reservation with only the hotel booking Please note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, nor do we set any policies related to refundWe hope you understand that we must adhere to the policies of the hotel in this case We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
June 23, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding hotel reservationsWe understand the customer is requesting a refund in the amount of $for their hotel booking The customer’s comment stated they encountered difficulties with their recent hotel reservation, and we would like to further research the matter in order to assist the customer with their concernsThe information provided in the customer’s comment was not linked to an account or itineraryWe ask the customer please provide us with an itinerary numberThe customer may also provide the email address used to make their reservation so that we may fully review the concerns the customer noted We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Nicole P [redacted] Tier Customer Service %
September 02, 2016 RevDex.com Expedia.com – Dallas and Northeast Texas 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 BBB 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.com is responding to the consumer complaint from [redacted] (BBB complaint # [redacted] ) regarding the customer service issues. Upon researching Mr. [redacted] ’s complaint, we were unable to find the itinerary number the customer provided. Further research shows, contact information provided is linked to multiple accounts but no itinerary searches or customer service contact details were found. Please provide more information such as full itinerary number, other email address used to book the reservation. 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 at 1-800-Expedia (1-800-397-3342). Sincerely, Daniel A [redacted] Tier 3 Customer Service
Re: Expedia Case: [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on October 18, 2015, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from Chicago, Illinois to Boston, Massachusetts and a three-night stay at the Sheraton Hotel from May 25, 2016, through May 28, 2016.We understand from Mr***’s complaint that he contacted Jet Blue with a request to change his flight and was instructed to contact Expedia since he’d booked his flights on Expedia’s websiteWhen he contacted Expedia, he was informed that the tickets were non-changeableMr [redacted] says that he ultimately booked a new set of flights with a different airlineMr [redacted] is requesting that Expedia process a refund for the taxes paid for the initial flightsWe have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representativePer the terms and conditions agreed to at the time of booking, the package was non-refundable, non-changeable and non-transferableAs such, we were unable to honor a request to change the date of the ticketsMr [redacted] stated that Jet Blue informed him that the flights were changeable, but per the terms and conditions, they were notHe also states that Jet Blue told him that the taxes were refundable, but after review, we have confirmed that the taxes were also non-refundableWe regret any misunderstanding but, Expedia is unable to honor Mr***’s request of a refundWe 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 usSincerely,Marlon J [redacted] Tier Customer Service
January 9, Revdex.com Alaska, Oregon & Western Wa**ington Complaint DepartmentRE: Expedia Case O- [redacted] Dear Revdex.com,Thank you for your responseWe have reviewed the documentation/new information Ms [redacted] provided to further address her concerns.We understand per the customers complaint **e never booked this reservationWhen reviewing the reservation we are able to verify that this is simply a site errorThe customer was never charged for this reservation and no one accessed the customer’s account without her authorizationUpon further review we can verify that this is linked to a flight reservation that was booked in November of That reservation was used and paid forWe apologize about the inconvenience and can verify that this reservation that is **owing in the customer’s account was never purchasedWe can verify that the customer called our customer service today and was advised that there is was no one in her account without permission and if **e would like **e can delete her account from her end.At this time we are unable to authorize any compensation as the customer was never chargedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
November 2, 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 flight reservationOur records indicate on October 18, 2016, the customer self-booked a flight reservation which included travel insurance through the Expedia.com websiteTravel is with American Airlines departing November 4, We understand from the complaint the customer is requesting a refund due to the travel insurance booked with the flight reservationAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedAmerican Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card)We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refundsExpedia 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 screenAt the time of his booking Mr [redacted] agreed to the terms and agreement related to the travel insurance which also can be found on his itinerary: Part ATravel Arrangement Protection Trip Cancellation and Trip Interruption Benefits Pre-Departure Trip Cancellation We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered TripThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered TripWe 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
May 25, Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case: [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on May 18, 2017, booked a five-night stay at the Econo Lodge & Suites from May 21, 2017, through May 26, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative for $The terms agreed to at the time of booking were as follows;Cancellations or changes made after 3:PM local hotel time, Sunday, May 21, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees.We understand from Mr [redacted] ’s complaint that he canceled his reservation “on time” so that he would not be chargedHowever; he learned that he had been charged the full $by the Econo LodgeMr [redacted] stated that Expedia canceled his reservation on our end and neglected to inform the Econo LodgeMr [redacted] contacted both Expedia the Econo Lodge and learned that he was charged for one night and the Econo Lodge processed a partial refund of $On May 22, 2017, Mr [redacted] contacted our office and requested to cancel his reservationAs the reservation had entered the penalty phase, we contacted the Econo Lodge on the customer’s behalfWe requested that they process a full refundRegrettably, our request was deniedMr [redacted] asserted that canceled the reservation online prior to entering the penalty phaseWe informed him that our records show no cancellation was made onlinePlease note that each of the hotels with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to themIf the refund is not issued within the 3-business day time frame that the hotel mentioned, we recommend contacting them directlyIf Mr [redacted] is willing to send a copy of the cancellation email that he received, perhaps we can revisit the issue and submit for a refund of the remaining balanceAgain, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Marlon J [redacted] Corporate Correspondence Team
February 10, 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 Ms [redacted] (Revdex.com case number [redacted] ) regarding a refund request Regrettably, the customer has not provided an itinerary number and a search of her name and the email address on this complaint do not return any records If Ms [redacted] would like to provide the itinerary number of the travel she is asking to be refunded, we will be happy to research the matter and reply with any resolution we can offer 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
November 9, 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 customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com case ID # [redacted] ) regarding a hotel reservationUpon receipt of the Revdex.com submission, we have verified this issue was resolved on October 28, A full refund in the amount of $was processed back to the customer’s original form of paymentThe time it takes to post the refund to Ms [redacted] account depends on how quickly her credit card company processes refundsPlease accept our apologies in regards to the customer’s recent experience with the Expedia Customer Service CenterWe regret any inconvenience that may have occurred and would like to assure Ms [redacted] that her business is important to usWe 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]
Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear [redacted] did not accept our response and/or resolution offered Since the customer is requesting a copy of the call recording, the customer will need to submit a court order subpoena in order for Expedia to provide the customer a copy of the recording We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: This matter is not resolved, I in no way violated terms as I received the code through Discover IT cardThey have yet to explain how I can print out the hotel confirmation the day before I left for my trip.If they truly cancelled on Feb 17, there would be no confirmation of the itineraryThis is unacceptable and I ask the Revdex.com to take the proper measures in making sure this company does not treat customers like thisI also ask the Revdex.com to look into the minute hold time experienced every time I callPlease take a closer look at this company and make them stop their deceptive practicesThe CEO Dara K [redacted] should be the one addresses these complaints, as there are manyDo not let Expedia get away with leaving me stranded miles from home.Sincerely, [redacted] ***
October 12, 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 Dr [redacted] (Revdex.com case number [redacted] ) regarding pending charges on their credit card We understand Dr [redacted] is concerned about pending transactions on his credit card for a recent purchased made using Expedia.com We researched this matter further and we show cancelled charges for the amounts of $2.306.52, $945.90, $processed on October 3, which should have returned to the credit card within hours Then we should on October 4, we show six confirmed charges for $994.95, $1,805.50, $2,155,86, $$756.72, $for two package reservation that includes flight and hotels Finally, we show refunds processed in the amounts of $225.00, $1,040.76, $1,processed back to card ending on October 4, You should expect to receive those refunds within business days of the above mentioned date We apologize for any inconvenience this may have caused; based on our findings no additional action is required, we hope this clears up any confusion in this matter We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Kiki R [redacted] Corporate Customer Service
Thanks for your response expedia!Yes, I got a refund for all the hotels you sent me to and I never staid at because of the horrible lotion, information or they were already bookedMy problem is not solved as I had to find a hotel myself at 2:am in the morning because the hotel you sent me to was already booked!I expect you to pay for my stay at the only hotel that was available in the area at that timeI also spent a lot of money on taxi costs.I am happy to explain AGAIN in detail about your service and what you put me through that night plus send all pictures and receipts!!! (attached is the amount I had to pay at the only hotel available, please note, that is USD not Can)I look forward to hear back from you soon [redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
December 4, 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 customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservationOur records indicate on October 2, 2015, Ms [redacted] booked a hotel reservation with accommodations at the Days Inn Nashville-Airport from October 21, 2015, to October 24, We understand from the complaint, the customer is requesting a refund due to additional charges incurredUpon receipt of the Revdex.com submission, we have verified on March 8, 2014, the customer contacted Expedia requesting an early chealong with a request for a crib and refrigerator in her roomWe apologize for the misinformation she received as she was not informed this was based on availabilityHowever on October 21, 2015, the customer received a full refund in the amount of $with all hotel cancellation fees waivedIn addition the customer received a $Travel CouponWe apologize for any inconvenience that may have occurredAs this issue has been resolved, no further compensation will be providedWe 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 14, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I am rejecting this response because Expedia is claiming they need more time That is their standard "stalling" technique and they have had ample time to resolve this issue I would like for them to truly address this issue and provide feedback Thank you.Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
March 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting a refund On March 15, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint, however she was not available Our records reflect on February 19, 2016, an Expedia agent assisted the customer booked a package reservation Travel was on JetBlue, departing June 23, 2015, from New York to Cancun, Mexico; returning on June 29, 2015, from Cancun, Mexico to New York The hotel stay was at the GR Solaris Cancun & Spa-All Inclusive, chedate June 23, 2015, check-out date June 29, Also included in the package, was roundtrip transportation in Cancun, Mexico, pidate June 23, 2015, drop-off date June 29, The customer is stating they called to rebook using a flight credit and was advised the flight credit had been confirmed on the booking, however it was not Upon researching this matter, we can confirm on January 28, 2016, the customer contacted Expedia needing to rebook her flight using the flight credit for [redacted] ***, [redacted] and [redacted] Our agent found the dates, and advised the customer the change fee would be $per person plus a fare difference of $per person, the customer agreed The agent processed the exchange New travel dates: Depart on August 23, 2016, from New York to San Francisco, California; returning on August 29, with JetBlue On that same day our ticketing department advised us they are unable to process the exchange as there was some confusion over the information the previous agent noted on the tickets Our agent confirmed the error and contacted the customer to advise them that the flight was not confirmed The agent spoke to ***; she advised she was not able to speak at the moment and will have to call Expedia back on the next day The agent noted the case and no further action was taken On February 16, 2016, the customer contacted Expedia wanting to rebook their flight using the credit Our agent found the dates the customer requested The agent advised the customer the change fee would be $per person, plus a fare difference of $per person; however the customer declined to pay the fare difference amount The customer stated it was not her error that the original exchange was not completed The customer stated she will only agree to pay for the original fare difference amount of $per personOur agent advised they could not authorize that and would need to consult with a supervisor The customer advised that she wanted to check online herself to see if she could find a lower fare and would call back later No further action was taken In reviewing Ms***’s account, the tickets are nonrefundable and the flight credit amount of $1,has expired Travel needed to be completed by the original issue date of February 19, Expedia will honor the credit amount minus the change fee of $per person Regarding the fare difference, the customer and Expedia will split the cost of the fare difference and each pay half In addition any remaining or unused credit will be considered as lost, the customer must book and complete travel by this year Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors Each airline has its own specific set of policies and procedures as does each ticket purchased JetBlue was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card) We hope the customer understands, we cannot honor the request for a refund 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
May 2, 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 hotel reservation We understand Ms [redacted] is requesting a refundOn April 23, 2017, we received receipt of the Revdex.com complaint Our records reflect on January 17, 2017, the customer self-booked a pay later hotel reservation for the Comfort Inn & Suites San Diego-Zoo Sea World chedate September 1, 2017, check-out date September 6, 2017, via itinerary number [redacted] The customer is stating that they were unaware of the cancellation policy for the reservation 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 providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing Upon further researching this matter, we can confirm on March 27, 2017, the customer contacted Expedia to cancel the reservation and receive the full refundExpedia contacted the hotel; they advised that the reservation was nonrefundable and would not authorize the refund On April 26, 2017, the customer contacted Expedia requesting the refund for the reservationExpedia contacted the hotel; they advised that as a courtesy they would process the refund back to the customer’s original form of payment On May 2, 2017, Expedia contacted the hotel; they advised that the refund was issued on April 26, Since the hotel has process the refund Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
August 23, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint she is requesting a refund of her flight reservation due to her name being entered incorrectly.Our records indicate on August 16, the customer self-booked round trip flight for one passenger on Orbitz.comThe customers flights were operated by Lufthansa, departing from Tampa, FL to Lisbon on August 25, and returning on September 5, 2017.Please also note that when completing your booking on Expedia’s website, you agreed to our Terms of Use, which expressly provide: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 metOrbitz 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.We understand that the customer is claiming that she entered the name that was on her driver’s license due to our site stating “Traveler names must match government-issued photo ID exactly.” This statement is trueDue to the customer traveling internationally we leave the choice up to the individual as to which government-issued photo ID they need to travel withAs this is not an Expedia error we are unable to offer any 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 us.Sincerely,Hayden J [redacted] Corporate Customer Service
August 25, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting that Expedia respond to her complaintOn August 22, 2017, we received receipt of the Revdex.com complaint Our records reflect August 8, 2017; the customer self-booked a hotel reservation at The Reserve at Paradisus Punta Cana Resort-All Inclusive with a chedate of November 28, 2017, and a check-out date of December 8, 2017, via itinerary number [redacted] The customer is stating that they encountered an error while booking the reservationThe customer is stating that they attempted to book a package which included a flight and hotel; however the hotel was only booked and confirmed Upon further researching this matter, we can confirm on August 8, 2017, the customer contacted Expedia advising that they booked a package reservation; however only the hotel booking was confirmedThe customer request to cancel the hotel and rebook the package reservation, Expedia contacted the hotel because it was nonrefundableThe hotel would not authorize the refund Expedia contacted the hotel again on the customer’s behalf; who advised that they would allow the customer to cancel and rebook; however the customer must first rebook the same hotel reservation, which is a nonrefundable rate, if not the hotel would not authorize the refundOnce the new reservation is booked and confirmed the hotel would authorize the refund for the original bookingPlease note that Expedia cannot honor the original price The customer can contact our customer service department at 1-800-397-The customer can reference the itinerary number and the case number [redacted] , when contacting Expedia Expedia reviewed the customer’s booking session that was made on August 8, During the booking and checkout path on our website, it was disclosed that the flight date search was no longer available and advised the customer to research the flight dates or continue to book the hotel separatelyThe customer completed the reservation with only the hotel booking Please note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, nor do we set any policies related to refundWe hope you understand that we must adhere to the policies of the hotel in this case We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
June 23, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding hotel reservationsWe understand the customer is requesting a refund in the amount of $for their hotel booking The customer’s comment stated they encountered difficulties with their recent hotel reservation, and we would like to further research the matter in order to assist the customer with their concernsThe information provided in the customer’s comment was not linked to an account or itineraryWe ask the customer please provide us with an itinerary numberThe customer may also provide the email address used to make their reservation so that we may fully review the concerns the customer noted We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Nicole P [redacted] Tier Customer Service %
September 02, 2016 RevDex.com Expedia.com – Dallas and Northeast Texas 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 BBB 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.com is responding to the consumer complaint from [redacted] (BBB complaint # [redacted] ) regarding the customer service issues. Upon researching Mr. [redacted] ’s complaint, we were unable to find the itinerary number the customer provided. Further research shows, contact information provided is linked to multiple accounts but no itinerary searches or customer service contact details were found. Please provide more information such as full itinerary number, other email address used to book the reservation. 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 at 1-800-Expedia (1-800-397-3342). Sincerely, Daniel A [redacted] Tier 3 Customer Service
Re: Expedia Case: [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on October 18, 2015, Mr [redacted] booked an Expedia Vacation Package which included roundtrip flights from Chicago, Illinois to Boston, Massachusetts and a three-night stay at the Sheraton Hotel from May 25, 2016, through May 28, 2016.We understand from Mr***’s complaint that he contacted Jet Blue with a request to change his flight and was instructed to contact Expedia since he’d booked his flights on Expedia’s websiteWhen he contacted Expedia, he was informed that the tickets were non-changeableMr [redacted] says that he ultimately booked a new set of flights with a different airlineMr [redacted] is requesting that Expedia process a refund for the taxes paid for the initial flightsWe have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representativePer the terms and conditions agreed to at the time of booking, the package was non-refundable, non-changeable and non-transferableAs such, we were unable to honor a request to change the date of the ticketsMr [redacted] stated that Jet Blue informed him that the flights were changeable, but per the terms and conditions, they were notHe also states that Jet Blue told him that the taxes were refundable, but after review, we have confirmed that the taxes were also non-refundableWe regret any misunderstanding but, Expedia is unable to honor Mr***’s request of a refundWe 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 usSincerely,Marlon J [redacted] Tier Customer Service
January 9, Revdex.com Alaska, Oregon & Western Wa**ington Complaint DepartmentRE: Expedia Case O- [redacted] Dear Revdex.com,Thank you for your responseWe have reviewed the documentation/new information Ms [redacted] provided to further address her concerns.We understand per the customers complaint **e never booked this reservationWhen reviewing the reservation we are able to verify that this is simply a site errorThe customer was never charged for this reservation and no one accessed the customer’s account without her authorizationUpon further review we can verify that this is linked to a flight reservation that was booked in November of That reservation was used and paid forWe apologize about the inconvenience and can verify that this reservation that is **owing in the customer’s account was never purchasedWe can verify that the customer called our customer service today and was advised that there is was no one in her account without permission and if **e would like **e can delete her account from her end.At this time we are unable to authorize any compensation as the customer was never chargedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
November 2, 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 flight reservationOur records indicate on October 18, 2016, the customer self-booked a flight reservation which included travel insurance through the Expedia.com websiteTravel is with American Airlines departing November 4, We understand from the complaint the customer is requesting a refund due to the travel insurance booked with the flight reservationAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedAmerican Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card)We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refundsExpedia 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 screenAt the time of his booking Mr [redacted] agreed to the terms and agreement related to the travel insurance which also can be found on his itinerary: Part ATravel Arrangement Protection Trip Cancellation and Trip Interruption Benefits Pre-Departure Trip Cancellation We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered TripThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered TripWe 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
May 25, Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case: [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on May 18, 2017, booked a five-night stay at the Econo Lodge & Suites from May 21, 2017, through May 26, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative for $The terms agreed to at the time of booking were as follows;Cancellations or changes made after 3:PM local hotel time, Sunday, May 21, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees.We understand from Mr [redacted] ’s complaint that he canceled his reservation “on time” so that he would not be chargedHowever; he learned that he had been charged the full $by the Econo LodgeMr [redacted] stated that Expedia canceled his reservation on our end and neglected to inform the Econo LodgeMr [redacted] contacted both Expedia the Econo Lodge and learned that he was charged for one night and the Econo Lodge processed a partial refund of $On May 22, 2017, Mr [redacted] contacted our office and requested to cancel his reservationAs the reservation had entered the penalty phase, we contacted the Econo Lodge on the customer’s behalfWe requested that they process a full refundRegrettably, our request was deniedMr [redacted] asserted that canceled the reservation online prior to entering the penalty phaseWe informed him that our records show no cancellation was made onlinePlease note that each of the hotels with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to themIf the refund is not issued within the 3-business day time frame that the hotel mentioned, we recommend contacting them directlyIf Mr [redacted] is willing to send a copy of the cancellation email that he received, perhaps we can revisit the issue and submit for a refund of the remaining balanceAgain, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Marlon J [redacted] Corporate Correspondence Team
February 10, 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 Ms [redacted] (Revdex.com case number [redacted] ) regarding a refund request Regrettably, the customer has not provided an itinerary number and a search of her name and the email address on this complaint do not return any records If Ms [redacted] would like to provide the itinerary number of the travel she is asking to be refunded, we will be happy to research the matter and reply with any resolution we can offer 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
November 9, 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 customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com case ID # [redacted] ) regarding a hotel reservationUpon receipt of the Revdex.com submission, we have verified this issue was resolved on October 28, A full refund in the amount of $was processed back to the customer’s original form of paymentThe time it takes to post the refund to Ms [redacted] account depends on how quickly her credit card company processes refundsPlease accept our apologies in regards to the customer’s recent experience with the Expedia Customer Service CenterWe regret any inconvenience that may have occurred and would like to assure Ms [redacted] that her business is important to usWe 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]
Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear [redacted] did not accept our response and/or resolution offered Since the customer is requesting a copy of the call recording, the customer will need to submit a court order subpoena in order for Expedia to provide the customer a copy of the recording We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: This matter is not resolved, I in no way violated terms as I received the code through Discover IT cardThey have yet to explain how I can print out the hotel confirmation the day before I left for my trip.If they truly cancelled on Feb 17, there would be no confirmation of the itineraryThis is unacceptable and I ask the Revdex.com to take the proper measures in making sure this company does not treat customers like thisI also ask the Revdex.com to look into the minute hold time experienced every time I callPlease take a closer look at this company and make them stop their deceptive practicesThe CEO Dara K [redacted] should be the one addresses these complaints, as there are manyDo not let Expedia get away with leaving me stranded miles from home.Sincerely, [redacted] ***
October 12, 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 Dr [redacted] (Revdex.com case number [redacted] ) regarding pending charges on their credit card We understand Dr [redacted] is concerned about pending transactions on his credit card for a recent purchased made using Expedia.com We researched this matter further and we show cancelled charges for the amounts of $2.306.52, $945.90, $processed on October 3, which should have returned to the credit card within hours Then we should on October 4, we show six confirmed charges for $994.95, $1,805.50, $2,155,86, $$756.72, $for two package reservation that includes flight and hotels Finally, we show refunds processed in the amounts of $225.00, $1,040.76, $1,processed back to card ending on October 4, You should expect to receive those refunds within business days of the above mentioned date We apologize for any inconvenience this may have caused; based on our findings no additional action is required, we hope this clears up any confusion in this matter We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Kiki R [redacted] Corporate Customer Service
Thanks for your response expedia!Yes, I got a refund for all the hotels you sent me to and I never staid at because of the horrible lotion, information or they were already bookedMy problem is not solved as I had to find a hotel myself at 2:am in the morning because the hotel you sent me to was already booked!I expect you to pay for my stay at the only hotel that was available in the area at that timeI also spent a lot of money on taxi costs.I am happy to explain AGAIN in detail about your service and what you put me through that night plus send all pictures and receipts!!! (attached is the amount I had to pay at the only hotel available, please note, that is USD not Can)I look forward to hear back from you soon [redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
December 4, 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 customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservationOur records indicate on October 2, 2015, Ms [redacted] booked a hotel reservation with accommodations at the Days Inn Nashville-Airport from October 21, 2015, to October 24, We understand from the complaint, the customer is requesting a refund due to additional charges incurredUpon receipt of the Revdex.com submission, we have verified on March 8, 2014, the customer contacted Expedia requesting an early chealong with a request for a crib and refrigerator in her roomWe apologize for the misinformation she received as she was not informed this was based on availabilityHowever on October 21, 2015, the customer received a full refund in the amount of $with all hotel cancellation fees waivedIn addition the customer received a $Travel CouponWe apologize for any inconvenience that may have occurredAs this issue has been resolved, no further compensation will be providedWe 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 14, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I am rejecting this response because Expedia is claiming they need more time That is their standard "stalling" technique and they have had ample time to resolve this issue I would like for them to truly address this issue and provide feedback Thank you.Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
March 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting a refund On March 15, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint, however she was not available Our records reflect on February 19, 2016, an Expedia agent assisted the customer booked a package reservation Travel was on JetBlue, departing June 23, 2015, from New York to Cancun, Mexico; returning on June 29, 2015, from Cancun, Mexico to New York The hotel stay was at the GR Solaris Cancun & Spa-All Inclusive, chedate June 23, 2015, check-out date June 29, Also included in the package, was roundtrip transportation in Cancun, Mexico, pidate June 23, 2015, drop-off date June 29, The customer is stating they called to rebook using a flight credit and was advised the flight credit had been confirmed on the booking, however it was not Upon researching this matter, we can confirm on January 28, 2016, the customer contacted Expedia needing to rebook her flight using the flight credit for [redacted] ***, [redacted] and [redacted] Our agent found the dates, and advised the customer the change fee would be $per person plus a fare difference of $per person, the customer agreed The agent processed the exchange New travel dates: Depart on August 23, 2016, from New York to San Francisco, California; returning on August 29, with JetBlue On that same day our ticketing department advised us they are unable to process the exchange as there was some confusion over the information the previous agent noted on the tickets Our agent confirmed the error and contacted the customer to advise them that the flight was not confirmed The agent spoke to ***; she advised she was not able to speak at the moment and will have to call Expedia back on the next day The agent noted the case and no further action was taken On February 16, 2016, the customer contacted Expedia wanting to rebook their flight using the credit Our agent found the dates the customer requested The agent advised the customer the change fee would be $per person, plus a fare difference of $per person; however the customer declined to pay the fare difference amount The customer stated it was not her error that the original exchange was not completed The customer stated she will only agree to pay for the original fare difference amount of $per personOur agent advised they could not authorize that and would need to consult with a supervisor The customer advised that she wanted to check online herself to see if she could find a lower fare and would call back later No further action was taken In reviewing Ms***’s account, the tickets are nonrefundable and the flight credit amount of $1,has expired Travel needed to be completed by the original issue date of February 19, Expedia will honor the credit amount minus the change fee of $per person Regarding the fare difference, the customer and Expedia will split the cost of the fare difference and each pay half In addition any remaining or unused credit will be considered as lost, the customer must book and complete travel by this year Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors Each airline has its own specific set of policies and procedures as does each ticket purchased JetBlue was the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card) We hope the customer understands, we cannot honor the request for a refund 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